I have already travelled.

How can I leave feedback about my holiday?
If you provide us with an e-mail address before you go on holiday, we will e-mail you when you return with a link to a holiday questionnaire you can fill in online. You can also post reviews on your booking experience on reviews.co.uk
I would like to make a complaint

It is essential that you make a complaint in the resort and allow the staff to resolve the issue. You can then email cs@horizon-direct.co.uk

What do I do if my luggage is lost?

In the unlikely event that this should happen to you, you must remember to report any lost or damaged baggage straight away to the airline at your arrival airport. The representative will give you a PIR form (Property Irregularity Report) to complete which you should then hold on to for insurance purposes.

Where can I find your privacy policy?

Hays Travel takes data protection and the safety of any information we collect from you very seriously and follow industry compliance guidelines.
For further details on our Privacy Policy, we recommend you click on the link:

I have an existing booking.

Are Visas included?

In general, no Visas are not included with the exception of our holidays to Cuba and Cape Verde.

Do I need a passport?

Yes, you need a passport to travel and will be prevented boarding if you do not have one.
Some countries will require you to have a valid passport for 6 months after your return date. This does vary from country to country, and we recommend that you check the Foreign and Commonwealth Office (FCO) website for advice for the specific country you are travelling to.
For non-UK passport holders, you will need to contact the embassy or consulate of the country you are travelling to. These contacts can also be found on the FCO website. Your documents will be checked at the UK departure point for your trip, and if not deemed acceptable, you will be denied travel. So please make sure you check your documentation. If you need to organise a new passport, please allow plenty of processing time before your departure, although you can pay an additional fee to expedite UK passport delivery. More information can be obtained here Apply for a UK Passport.

Do I need travel insurance?

Adequate travel insurance is a condition of your contract with either Horizon or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your fellow travellers against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. The cost of travel insurance is based on the type of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions.

How do I arrange special assistance?

If special assistance is required, you should notify us at the time of booking. This information will then be passed on to the airline in advance of travel. If you require special assistance but haven’t notified us, please contact us on 01674 678 068 or email cs@@horizon-direct.co.uk

How do I cancel my booking?

All cancellation requests must be submitted online via the “My Bookings” section of our website. Unfortunately, we can’t accept cancellations over the phone.

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you will benefit from all EU rights applying to packages. Package Rights

I need to take medication

If you require prescribed medication for a health condition, you should talk to your GP or Practice Nurse about travelling before your holiday, as they will be able to tell you if you need to make any special arrangements. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Try and also pack a spare supply of medication in your suitcase or hold luggage where possible, in case you lose your hand luggage. It may be a good idea to travel with a copy of your prescription. Some airlines require a letter from your GP giving details of your medication, as well as the name of the health condition that you require the medication for.

What is API

Advance Passenger Information (API) must be provided to the authorities before you travel. This required information includes your passport details and your contact information. Incorrect or incomplete information may result in your journey being delayed, either at check-in or immigration. We cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. You must give this to us at least 2 weeks prior to departure.

When will I receive my tickets?

The majority of our suppliers now issue e-tickets. Information relating to your booking will be sent to you within 48 hours of the booking being made. There are, however, some exceptions. Some low-cost airlines now require boarding cards to be printed before check-in. At Horizon we prefer to print these for you including any boarding passes and you should receive your tickets about 2 weeks before departure.

I have not booked yet.

Are transfers included?

Transfers to your accommodation may be included in your holiday. In some cases, the Tour Operator you are travelling with will include transfers at no extra charge. Alternatively, you may be given the option by us to add them during the booking process before confirming your holiday. Further information on this may be given in the accommodation description for your chosen holiday.

Are Visas included?

In general, no Visas are not included with the exception of our holidays to Cuba and Cape Verde.

Do I need travel insurance?

Adequate travel insurance is a condition of your contract with either Horizon or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your fellow travellers against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. The cost of travel insurance is based on the type of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions.

How can I pay?

Your payment dates will vary depending on how far in advance you have booked your holiday, however, you will have agreed to the dates of your payments when confirming your booking.

Payments can be made by Bank Transfer, Standing Order, Direct Debit, Cash or card.

Is my money safe?

Yes, Every penny we take from customers is placed in a trust fund until the guest travels. We are also members of ABTA and hold an ATOL licence.

What is your deposit?

Deposits vary depending on the type of booking. We will give you the deposit amount before you confirm.