Frequently asked questions
What if I have an emergency on holiday who do I contact?
If you have an emergency on holiday please contact us on our 24 hour number on +44 (0) 7501 468 340. Notify the hotel or accommodation staff as soon as possible or contact the tour operator ground handler who will able to assist you. Their details should be on your holiday documentation under contacts.
I have to change my existing holiday what do I do?
Unfortunate circumstances sometimes mean you have to change the date of your holiday. Contact us as soon as possible so we can find alternative dates for you. Please note though due to availability and price differences there is a high probability you will incur charges, administration fees and fare increases.
I have booked a Travel By Appointment but I have not received an email confirmation what do I do?
Please call the office and we will be able to confirm your appointment.
Can you book airport parking?
Yes we can book airport parking for you and pre-departure airport hotels.
Can you book lounge passes?
On our extras page you have the option of booking lounge passes yourself. This gives you time to pick and decide which lounge would best suit you. We are however more than happy to look into this for you as well.
Do all of the holidays you book have private transfers?
No not all, in some places it is not needed and taxis at the airports are widely available and often cheaper. However if this is a service that you require we can look into it for you.
Can you book spa treatments and restaurant reservations?
Our concierge service if they can, book these options for you. If you wish to dine at a specific restaurant we are more than happy to notify them in advance and for special dining instructions. For example: a romantic dinner on the beach or balcony. We can provide spa menus directly from the hotel so you can choose which ones you would like. Please be aware however some services may have charges locally and incur extra costs.
What is API and how is my information used?
API stands for Advanced Passenger Information, in short your passport details. If we can we try and input these for you so you don't have too, where possible we will also print your boarding passes. However on some airlines this is only possible once online check in has opened which is usually 24 hours before departure. Once you have made your booking with us you will be sent a booking and API form. Please note that your tickets will not be released without these forms being sent back to the office. Details on these forms are only seen by Off Broadway Staff only essential information is passed onto tour operators and or airlines when necessary. Passport details are destroyed after your return from holiday and are not kept on file unless we have explicit clear instruction from you that we can for future bookings.
How can I pay for my holiday?
Card in store and over the phone, cash, cheque or bank transfer. We regretfully inform you that as of the 13th January 2018 we are no longer accepting credit cards including AMEX.
If you take my card details over the phone what happens to them?
Once we have run a deposit, interim or balance payment through we shred your card details immediately. They do not stay in the office or on file.
I have a complaint about my holiday who do I speak too?
On the rare occasion that you encountered an issue on holiday we must know about it immediately so we can start proceedings and make a full enquiry. In some circumstances you may be entitled to compensation however this is not guaranteed.
Do you accept Credit Card Payments?
Unfortunately as of the 13th January 2018 we are no longer accepting credit card payments. This includes AMEX.
FREQUENTLY ASKED QUESTIONS
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18-20 Prospect Place, Welwyn, Hertfordshire, AL6 9EN
| Tel: 01438 716 200