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FAQ and Help - Flights

Flights

When will I get my flight details, including times?

No later than 8 weeks before your departure we will send you your Travel Itinerary confirming your party information, flight numbers and e-ticket number. We’ll notify you by email and you’ll be able to login in, view and manage your Itinerary from our secure Manage My Booking portal.

Will you send me physical flight tickets?

No. Sorry but airlines don't issue physical, printed tickets anymore. You'll receive an e-ticket.

Do I have to supply Advance Passenger Information?

All airlines now require passengers to provide Advance Passenger Information (API).

Advance Passenger Information (API) is simply a process whereby you the passenger are required to provide information to your airline or travel company, prior to travel. The information you need to give normally includes details of your Passport such as your passport number, the name on your passport, gender and date of birth. This information is required to enhance and reinforce border control and security.

Read More https://www.beforetravel.co.uk/advance-passenger-information/

The procedures for providing this information will vary depending upon the airline you are traveling with, but in most circumstances you will be required to provide this information direct to the airline yourself.

Do I have to supply Secure Flight Passenger Data?

UK Citizens traveling to the United States are required to provide the airline they are traveling on with Secure Flight Passenger Data (SFPD). As your travel provider Ocean Holidays will pass your SFPD information directly to your airline, so you don’t have to do this.

Does my infant child get their own seat?

When traveling with an infant under two, you can choose to have the infant seated on your lap or for it to have its own seat.

If the infant is to be seated on your lap, you will be charged an infant fare, but if the infant has its own seat, a child fare. Sky cots are made available by our airline partners on a first come first served basis.

For specific information about what infant accessories you can take on your flights, please contact your airline directly.

Also, please see our dedicated FAQ section all about Traveling With Children.

What happens if my flight is cancelled?

In the Unlikely Event Your Flight is Cancelled: A Step-by-Step Guide

We understand how unexpected changes can feel, but don’t worry! Follow these steps to get your journey back on track quickly and easily:

1) Go to "Manage My Booking" with the Airlines Website/App
Start by logging into the airline's website or app and heading to the "Manage My Booking" section. You’ll find updates about your cancelled flight and, in most cases, a new flight option that’s already been arranged for you.
2) Review the New Flight Option
Take a moment to check the details of the rebooked flight. If the new option suits your plans, simply follow the prompts to confirm and you’re all set!
3) If the New Option Doesn’t Work
If the suggested flight isn’t quite right, you can usually choose from a range of alternative flights offered by the airline.
4) Need Extra Assistance? Contact the Airline Directly
If you can’t find the perfect alternative or have questions, reach out to the airline directly. Airlines often prefer to speak with you personally about cancellations, but don’t worry, Ocean Florida is here to guide you through the process if you need support.
5) Contact Ocean Florida for Additional Help
If your updated plans affect other parts of your trip, such as transfers, accommodations, or activities, our friendly Customer Service team is just a call away. We’ll help ensure everything is adjusted smoothly.
6) Stay in the Loop
Airlines send real-time updates via email, text, or app notifications, so keep an eye on your inbox or phone for any further news about your flight.
7) Save Receipts for Any Unexpected Costs
If you have to cover meals, accommodation, or transport because of the cancellation, keep all receipts. These might be reimbursable through the airline or your travel insurance policy.
8) Check Your Travel Insurance
Don’t forget to review your travel insurance policy! Many plans provide additional coverage for cancelled flights, and your insurer can guide you through any claims you may need to make.
9) Know Your Rights for Compensation
Depending on the reason for the cancellation and local regulations (e.g., EU261 in Europe or DOT rules in the US), you could be entitled to compensation or additional perks like meal vouchers, accommodation, or transport.

Can I choose my meals, and specify dietary requirements?

Our airline partners provide a range of meals on board your flights, if you have any specific dietary requirements please make this clear to your Ocean Travel Specialist during the booking process. If you want to change your meal requirements after you have booked please contact our Customer Service Team via your Manage My Booking portal.

Meals can be amended up to 72 hours prior to departure, but we recommend you contact Ocean Holidays at your earliest convenience to ensure your meal requirements are passed onto the airline in good time.

For further information about special meals and dietary requirements, please visit the website of the airline you are traveling with:

I need special assistance when flying, who do I inform?

If any member of your party needs special assistance, please make your travel consultant aware during the booking process and contact the airline directly as soon as your flight details become available. We recommend that you give the airline as much notice as possible so they are in the best position to assist you.

To arrange your special assistance, you will need your flight reference number. If you do not have this, please contact our Customer Service Team via your Manage My Booking portal.

For further information, please see the dedicated Accessible Holidays section on our website: https://www.ocean-florida.co.uk/accessible-holidays/

For information about the special assistance available on your specific airline please visit the website of the airline that you are traveling with:

What is my baggage allowance?

Baggage allowance and policies differ from airline to airline and change on a regular basis, please visit your airlines website for the most up to date information. If you wish to add additional baggage to you booking such as extra check in luggage, golf clubs, buggies or car seats you will need to contact your airline directly.

For further information about baggage allowance please visit the website of the airline you are traveling with:

American Airlines
Air Canada
Aer Lingus
British Airways
Delta
KLM
TUI
Virgin
United Airlines

What time should I arrive at the airport?

Ocean Holidays recommends arriving at the airport a minimum of 3 hours prior to your departure time. This gives you time to get your bags checked in, and to allow for any unusually long queues or delays. Your flight will not wait for you if you are running late!

Can I check in online?

We recommend that where possible you check in online within 24 hours prior to your departure in order to print your boarding passes and obtain current flight information. Please note if you are traveling on a ‘group booking’ you will not be able to check-in online.

For further information about checking in online please visit the website of the airline you are traveling with:

How do I know which terminal to go to?

If you are departing from a specific terminal, this will be stated on your paperwork received from Ocean Holidays.

For further terminal information please visit the appropriate website below:

How do connecting flights work?

As a rule, you will not need to collect your luggage and check it in again. However, this can be subject to change by your airline and is also dependent upon the airport's security processes at the time of travel.

It's always best to confirm details like this with your airline at the check-in desk, at the time of travel.

Can I upgrade my flights with points?

If you are planning to upgrade your flights with points, we are bound by the airlines terms and conditions. In most cases a higher economy class supplement will need to be paid, which can only be done once the flights are fully live.

We can’t take any responsibility thereafter on availability, as this can only be completed between you and your airline. Please visit the specific airlines website for more details on their terms and conditions.

If you wish to look at alternative upgrade options please let us know as soon as possible as upgrades are limited, Premium and Business can be secured on our advance registration outside of 11 months for most departure dates (some peak dates are excluded).

Can I upgrade my flights?

Flight upgrades are available with all the airlines we work with; however, they are subject to additional charges and availability.

If you wish to upgrade your flight, please let us know as soon as possible, as availability is limited. Premium and Business Class upgrades can often be secured through our advance registration process for most departure dates outside of 11 months. Please note that some peak travel dates may be excluded.

You can choose to upgrade all legs of your flights or just an individual leg.

How do I get my flight details, including times?

Prior to your departure we will send you your Travel Documents confirming party information, flight numbers and e-ticket number. This information will be viewable from your secure Manage My Booking portal.

Can I choose my flight seats and meals?

With some airlines it’s possible to book seats and meal arrangements when first placing your booking. If this is not the case, you can book your chosen seat and meals when your flight details are released no later than 8 weeks prior to departure. Costs vary depending upon which airline you are using.

Flight seat booking rules vary by airline and departure date. Your confirmation email, sent to you at the time of booking contains full details that apply to your particular booking/airline.

Can I claim compensation for my delayed/cancelled flight?

Depending on the reason for the delay/cancellation and local regulations (e.g., EU261 in Europe or DOT rules in the US), you could be entitled to compensation or claim back the costs you have incurred.

Key Factors Affecting Compensation Eligibility

1) Reason for Delay/Cancellation

- If the delay or cancellation was due to circumstances within the airline's control (e.g., operational issues, crew shortages, or technical problems), you are more likely to be eligible for compensation.

- If it was caused by extraordinary circumstances (e.g., severe weather, airport closures, or strikes not related to the airline), compensation may not be available.

2) Applicable Laws/Regulations

EU261 Regulation (Europe)

- If your flight departs from or arrives in the EU with an EU carrier, you may claim compensation for delays over 3 hours or cancellations with short notice. Compensation ranges from €250–€600, depending on flight distance.

- You may also be entitled to claim back the cost of food, drink, and accommodation during the wait.

DOT Rules (United States)

In the US, airlines are not required to compensate passengers for delays. However, if the cancellation leads to rebooking on a later flight, you may claim a refund or request rebooking on an alternative flight.

- Airlines must refund for canceled flights, even for non-refundable tickets.

- Other Jurisdictions: Rules vary by country, so check the regulations of the destination or departure country.

3) Travel Insurance

- If you have travel insurance, it may cover additional expenses caused by the delay or cancellation, even if the airline does not provide compensation.

Steps to Claim Compensation

1) Document the Incident -

- Keep records of your flight number, tickets, and communication with the airline.
- Save receipts for any additional expenses incurred, like meals or accommodation.

2) Contact the Airline

- File a formal claim through the airline's website or customer service. Many airlines have a specific form for this purpose.

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