Frequently Asked Questions


Help Centre

FAQ

Payments

The deposit for your holiday is between 20 to 40 percent of your total holiday cost. When a special offer airfare is used a higher deposit may be required and you will be made aware of this at the time of booking.

Your balance payment is due 45 days before you travel. Your  invoice will show exactly what date your balance payment is due. 

You can pay your deposit or balance by the following methods:

There are no additional charges for credit or debit card payments

Online:

Please go to Client login on the homepage of our website, where payments can be made by debit or credit card. Payments can also be tracked on our secure website.  

Bank Transfer:

Please go to Client login on the homepage of our website, where payments can be made by debit or credit card. Payments can also be tracked on our secure website.

By Post:

Please go to Client login on the homepage of our website, where payments can be made by debit or credit card. Payments can also be tracked on our secure website.

We will confirm your itinerary and send you an invoice with a request for non-refundable deposit. You can also request a booking form. It is very important for you to put a travel insurance in place at this stage. (Our booking form, cancellation policy with full terms and conditions, can be downloaded from our website.) 
On receipt of full payment (45 days before departure or Arrival date at destination) we will issue holiday vouchers and will send you these together with a final itinerary, which includes more detailed travel notes and contact numbers.

Airlines we work with

We have discounted contract fares with many airlines which run International routes from the UK to our destinations. If travelling to a destination from a country other than the UK, our Clients usually book these flights themselves. Once in a destination, it is important that we manage all of the arrangements (as far as possible) – internal flights, accommodation, transfers, guiding and excursions – so that we can ensure a seamless holiday.

Single & Solo Supplement

Many if not most hotels around the world charge extra per person for a single-occupancy room that for a shared twin room. This is because the cost of maintaining a room for an individual can be as high as it is for two. Also in practice, many single-occupancy rooms are the same as twin / double rooms.

Holiday Protection

The air holidays and flights booked with us are ATOL Protected by the Civil Aviation Authority. In addition, all our packages are 100% financially secured with the Travel Trust Association. Be safe in the knowledge that you are covered if our approved suppliers should fail!

Useful Links:

https://www.caa.co.uk/atol-protection/

https://www.thetravelnetworkgroup.co.uk/operations

 

 

ATOL Protected Holidays

All holidays booked with a flight component are ATOL Protected

Your financial protection: ATOL LICENCE T7448

When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

All the flights and flight-inclusive holidays [in this brochure/on this website] are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/atolcertificate.

We are registered with Civil Aviation Authority (CAA). Our ATOL registration number is T7448

Useful Link for Civil Avialtion Authority (CAA):

https://siteapps.caa.co.uk/check-an-atol/

Step 1: Type in our ATOL license membership number in 'ATOL Number' Text Box

Step 2: Click on Search

Our ATOL License number is

T7448

 

Travel Insurance

Make sure it is possible to get comprehensive travel insurance before you book your holiday. The British embassy, high commission or consulate will not pay for medical care. Please make sure you choose a quality policy.

You can also register for a European Health Card. Find more advice on travel insurance

Link for Guidance from UK Government: https://www.gov.uk/guidance/foreign-travel-insurance

Do note that Travel insurance is mandatory for all holidays and services booked through us or our partners.

Cancel my booking?

If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. This is usually the person who has paid for the holiday, flight and/ or services.

Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name.

Cancellation will take effect from the day we receive a written confirmation. The written notification is to be received by us within 24-hours of the original notification by telephone or message.

Please send your written confirmation of cancellation either by email to sachz@falconandsachz.com or to your local Personal Travel Expert.

A cancellation invoice will be sent to you  within 7 days. If you do not receive this please contact us immediately in order to prevent an increase in charges. A booking once cancelled is final.

Please read our Cancellation policy for refund eligibility. https://www.falconandsachz.com/CancellationPolicy.aspx

Complaints

We're sorry to hear that you have not enjoyed every aspect of your holiday. We hope that we are able to resolve this. If you have a complaint while on holiday with us, please ensure you inform your Falcon and Sachz representative or the accommodation management immediately. If we cannot resolve the problem on your holiday, you must notify us of your claim within 28 days of your return from holiday. For Airline complaints please contact the carrier or provider. To make a complaint, you can contact us by post or via email (enquiry@falconandsachz.com). Please provide as much information as possible, including your booking reference and holiday dates where applicable.

You can write to us at: Customer Support

Suite 18, 95 Miles Road, Mitcham, CR4 3FH

Or Email us on enquiry@falconandsachz.com

Before departure

Travel documents will be sent approximately two weeks prior to departure (third party suppliers' policies may vary), unless your booking is made within six weeks of departure, in which case final documents will be sent as soon as possible.

If you are travelling on a group tour, you will receive a detailed itinerary with your travel pack. If travelling on a private basis, you will receive your detailed itinerary with your confirmation invoice.

 

Your travel pack will contain your final itinerary, your airline tickets (which will usually be e-tickets), a leather wallet, leather luggage tags, your tour notes and hotel vouchers if required.

 

If a group or private tour does not reach its minimum numbers then we will either offer for you to take your holiday on a private basis (which may or may not involve a supplement), or we continue the group tour on a reduced number.

If your private tour is cancelled by us

Refund for ground travel might be made in the event of cancelled tour. Please read our terms and conditions for more information (Section 20. If We Change or Cancel Your Holiday)

 

Weather at Destination?

We can make recommendations for the best time to visit a destination based on past weather patterns but we cannot be responsible for the weather during your holiday. Please do your own research before you choose a destination.

Medication and Travel

On rare occasions, people have been arrested for carrying medication not permitted in the country they are entering.

You can find the latest advice on the Fit for Travel website. 

Destination and further advice can be found on https://www.fitfortravel.nhs.uk/destinations

Where can i find the latest Travel Advice?

Visit the Foreign and Commonwealth Office’s Travel Aware site for foreign travel advice. Here you can sign up to email alerts and follow the FCO on social media for updates. Regular visits for updates is highly recommended.

Medical advice can be found on the NHS’s Fit For Travel website. 

Passport

Check the validity of your passport. Some countries require your passport to be valid for six months after the date you travel.

You can check the destination you’re interested in on the UK government’s website.

It may take up to six weeks or more to receive your first passport. Please ensure that you have valid travel documents before booking any overseas holiday or service with us.

All children now need their own passport and, if you’re applying for a passport for the first time, you will need to attend an interview at HM Passport Office.

Useful Link: https://www.gov.uk/foreign-travel-advice

Travelling abroad with children?

All children now need their own passport.

Before taking the child abroad, you must get the permission of everyone with parental responsibility for a child. A parent travelling alone with a child may need a letter of consent, birth certificate or other documentation to be allowed entry.

Check the entry requirements for a particular destination or find more advice on travelling with children.

Useful links

https://www.gov.uk/foreign-travel-advice

https://www.gov.uk/permission-take-child-abroad

Corona Virus

The Covid-19 situation is dynamic and fast-moving and whilst we continue to monitor it closely, with the health and safety of our customers and people remaining our absolute priority,

At all times, our decisions and actions are led by the expert advice from the World Health Organisation (WHO), Public Health England and the Foreign and Commonwealth Office (FCO).

Please note that any changes and/ or cancellations will be subject to charges applied by our suppliers. Please discuss any cancellation with your insurance provider and check your cancellation conditions with your insurance provider. 

Coronavirus (Covid-19)

Due to the frequently changing situation we continue to monitor and follow the advice of the Foreign & Commonwealth Office (FCO ) who are working with the relevant health authorities.

Useful Link: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

How do I contact F + S whilst I'm away travelling?

These numbers are listed in your travel vouchers or can be obtained from your travel adviser. 

Your Destination Advisor will share your contact details with our destination representatives. Your first point of contact whilst at your holiday destination should be your destination contact for any issues or requests. Name and number of destination contact can be found on your travel voucher.

Plus, you can always contact your destination adviser at Falcon and Sachz, who arranged your holiday. This can be done by email or destination expert agency mobile. As an existing customer details of your F + S destination adviser should be with you or can be found on your correspondence. 

Consumer Protection

A linked travel arrangement is not a package and doesn’t offer the same protection as a package.

A package offers both legal and financial protection, a linked travel arrangement just offers a level of financial protection, which will vary depending on how you bought your services 

Consumer Protection

A package holiday has both financial and legal protection.

Legal protection means your travel company is responsible for making sure that you get the holiday you paid for. If something isn’t provided or isn’t as expected, and your travel company or its suppliers is at fault, they will need to sort this out for you – either resolving the issue, offering an alternative or providing a full or partial refund. In some instances you may be able to claim compensation.

Financial protection means that if the company you have booked with goes out of business, you will receive a refund if you are yet to travel, or be brought home if you are already on holiday and your package includes return transport. 

Examples of package holiday protection

  • You are due to travel to Thailand for your package holiday, but heavy snow and adverse weather conditions in the UK means flights are unable to depart. Your travel company will need to re-arrange your flight or will offer you a refund fo the whole package.  
  • You have booked a package holiday and the organiser of your package goes bust two days before you are due to travel. The organisation in charge of the financial protection, such as CAA, will ensure that you get a full refund of the money you paid for the package

 

 

 

 

 

A linked travel arrangement only has financial protection – and this is at a lower level than if you bought a package holiday. The financial protection covers if the company that arranged it goes out of business, but only in respect of any money that company is holding; not if the actual travel service provider goes out of business, unless that company itself was the one that arranged the linked travel arrangement. 

As there is no legal protection, under a linked travel arrangement, any complaints about the provision of the services must be directed to the service providers themselves.

Examples of linked travel arrangement protection
  • You have booked a flight and a hotel as a linked travel arrangement through a travel company. The accommodation company providing the hotel goes bust before you travel. There is no protection for your money so you will not get a refund for the hotel. The airline is not required to refund you for the flight so you will have to pay again for a hotel or lose the money for the flight as well.
  • If the travel agent you booked with goes bust, you should still be able to continue with the flight and accommodation that you booked.

If you book all components of your holiday with us. If any service not booked through us, such as Visa will make it a Linked Travel arrangement.

 

A company should only make a significant change to any part of your package for reasons beyond their control, e.g. the airline changes the flight to a day later or the hotel is closed due to hurricane damage.  

In this case they will need to do the following:

  • Tell you about the change and give you a reasonable period of time to decide if you want to accept it or cancel with a full refund. You have the right to accept the change or to cancel the package and receive a full refund within 14 days. The travel company will also offer you alternative holidays if they’re able to do so.
  • Inform you that if you do not respond they will treat that as acceptance of the alteration or treat the booking as cancelled and return your money. If you do not respond within the time period given, they must contact you again and ask a second time for your decision. 

If the significant change is made for reasons that are not beyond the travel company’s control they may need to offer you compensation.

They can do so if they include this caveat in their booking conditions, but they can only increase the price to negate certain costs, for example changes in the price of transport resulting from the cost of fuel; changes in taxes or fees imposed by third parties; or changes to exchange rates. Falcon and Sachz go by the exchange rate on the date of receiving the deposit payment.  This is known as a surcharge and they have to follow strict rules to see if they can ask you to pay the surcharge.

Unlike other travel companies, we won’t pass on small price increases to you, as we will absorb an amount equal to 3% of your holiday cost.

The new regulations give customers the right to cancel where the incident significantly affects the performance of your holiday, so you can cancel your package holiday and receive a refund. Such situations will usually arise where the Foreign and Commonwealth Office (FCO) issues advice against travel to the destination.

However, please note, the mere existence of something, such as political unrest, doesn’t automatically significantly affect the package and therefore you won’t get an automatic refund if you cancel.

If you have booked your travel arrangements separately, or have a linked travel arrangement, and want to cancel you will be subject to the individual companies’ terms and conditions. Most , if not all of Falcon and Sachz holidays are linked travel arrangements. 

Information where you can read the full Package Travel Regulations: 

Please read in detail before booking any holiday with us. Email us on enquiry@falconandsachz.com for any clarification

The Package and Linked travel arrangements regulation 2018: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/contents

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