FAQ and Help

Read our frequently asked questions and help guide.

Welcome to our FAQ section. Here you will find answers to your questions.
Please navigate our FAQs using the links below to find what it is you're looking for.

Getting Ready to Fly

Advance Passenger Information (API)

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

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

Secure Flight Passenger Data (SFPD)

UK Citizens travelling to the United States are required to provide the airline they are travelling 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.


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 travel consultant during the booking process. If you want to change your meal requirements after you have booked please contact our Customer Service Team on 0203 814 2198 option 2.

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 meals please visit the website of the airline you are travelling with:

Travelling with infants

When travelling with an infant under two you have the choice of either having 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 you will be charged 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 are permitted to take on your flights you will need to contact your airline directly.

Special assistance

If any member of your party requires special assistance you need to make your travel consultant aware during the booking process and then contact the airline directly from 11 months prior to your departure detailing your requirements. We recommend that you give the airline as much notice as possible so they are in the best position to assist you. To enable 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 on 0203 814 2198. Please note if you are travelling on a ‘group booking’ Ocean Holidays will need to contact your airline for you to make arrangements for your special assistance.

For further information about the special assistance available on your airline please visit the website of the airline you are travelling with:

Pre booking seats/obtaining airline locator

To pre-book your seats you will need to contact Ocean Holidays on 0203 814 2198 to obtain your airline locator number and then you will need to contact the airline directly to reserve your seats. The process for pre-booking seats varies depending on the airline you are travelling with. Please note that some airline do charge for pre-booking seats. If you are not able to pre-book your seats you will be allocated seats upon your arrival to the airport. Please note that if you are travelling on a ‘group booking’ you will not be able to view your flight reservation online, pre-book your seats or check-in online. For further information about pre-booking seats please visit the website of the airline you are travelling with:

Air Canada - www.aircanada.com/aco/manageMyBookings.do
British Airways - www.britishairways.com/travel/managebooking/public/en_gb
Delta - www.delta.com/mytrips/
KLM - www.klm.com/travel/gb_en/plan_and_book/booking/booking_status/index.htm
Thomas Cook - www.thomascook.com/choose-your-seat-assistance/
Virgin - www.virgin-atlantic.com/gb/en/manage-your-flights/retrieve-booking.html
United Airlines - www.united.com/web/en-US/apps/reservation/default.aspx
US Airways - www.usairways.com/en-UK/products_services/travel_tools/default.html

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 travelling with:

Air Canada - www.aircanada.com/en/travelinfo/airport/baggage/checked.html
British Airways - www.britishairways.com/en-gb/information/baggage-essentials/checked-baggage-allowances
Delta- www.delta.com/content/www/en_US/traveling-with-us/baggage.html
KLM - www.klm.com/travel/gb_en/prepare_for_travel/baggage/baggage_allowance/index.htm
Thomas Cook - www.thomascookairlines.com/Baggage.aspx
Virgin - www.virgin-atlantic.com/gb/en/travel-information/baggage/check-in-baggage.html
United Airlines - www.united.com/web/en-US/content/travel/baggage/default.aspx
US Airways - www.usairways.com/en-US/traveltools/baggage/baggagepolicies.html

Flight tickets

All airlines no longer issue hard copy tickets; Ocean Holidays will send you a ‘Travel Itinerary’ which will detail your entire party’s names, flight numbers and your e-ticket number.

Your 'Travel Itinerary' will be sent to you 7-10 days prior to your departure date.

Checking-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 travelling 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 travelling with:

Which terminal

If you are departing from a specific terminal this will be stated on your paperwork you have received from Ocean Holidays.
For further terminal information please visit the appropriate website below:

Arriving at the airport

Ocean Holidays recommends the following:
  • Internal flights within mainland UK – minimum 2 hours prior to departure.
  • Transatlantic flights - minimum of 3 hours prior to departure

Do I have to collect our luggage and check in again on my connecting flight?

As a rule no you will not need to collect your luggage and check it in again, but this is subject to change by the airline and dependent upon the airport's security level at the time of travel. Ocean Holiday has no control over your luggage and are not in a position to 100% confirm that luggage will not need to be collected and checked in.

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Did you know we have a Welcome Centre based in Kissimmee?

We are one of the only UK tour operators to have a team based in Kissimmee, Orlando.

Our friendly team are available to all of our guests travelling to the USA, offering support, help, advice and a friendly face to anyone who needs it. Our team in Kissimmee includes locals, who can give you tips on the best places to shop or dine and British Expats who know the importance of a good cup of tea!

If you are staying in one of our villas, head to our Welcome Centre first where one of the team will give you your keys, directions and all the information you need to make your stay perfect.


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