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FAQ and Help


Is my money safe with you?

Your money is held safely in a ring-fenced trust account with the Travel Trust Association. Our TTA number is U0898. Your holiday is also insured with the TTA up to £11,000 per person. 

On top of that, all bookings that include flights are ATOL protected, which means that in the unlikely event of anything happening to us, your money is safe.

Please note that accommodation-only bookings are not covered by ATOL protection. However, any monies paid towards your booking are still covered and held in our TTA Trust account. 

How do I pay for my holiday?

When booking most of our customers choose to take advantage of our direct debit plans, to spread the cost. 

We offer a range of payment options, to make our holidays affordable for all. These payment options are detailed on your quote, at the bottom of the summary page. 

If you would like to make an additional payment for a holiday already booked, you can do this easily through our Manage My Booking portal, or over the phone if you prefer. 

When are my payments due?

All holidays are slightly different, but usually you would pay an initial deposit and the final balance 16 weeks prior to departure.

Please ask your Ocean Travel Specialist about payment terms and options. Once you have booked, all of your payment information will be available on our secure online Manage My Booking portal. 

What happens if I can’t make payment?

We understand that sometimes circumstances change and that making your holiday payments may become difficult.

The best approach is always early intervention – so please do contact our friendly Accounts Team as soon as you think that there might be a problem.

Our Accounts Team can be reached on 0203 814 2198 (option 1). To set your expectations – as is industry standard practice, all deposits are non-refundable. 

Can I get a refund?

The UK Package Travel Regulations define changes to bookings as ‘minor’ or ‘major’. 

If there has been a major change to your package or we cannot fulfill your holiday, the Package Travel Regulations apply, and you will be entitled to a refund should you not want to proceed with any of the alternatives we are providing. 
If there has been a minor change to your package, you may not be entitled to a refund, but we promise flexibility by offering a date change which can be used for any US, Canada or Caribbean holiday with us or a worldwide holiday with our sister brand, Winged Boots. 

All deposits are non-refundable and cancelation charges apply to all bookings as follows: 
Notification Period Cancellation Charge 
12 weeks or more to departure
(16 weeks to departure if booking made after 1 June 2023)
Loss of deposit 
12-8 weeks to departure 70% of Package / Travel Arrangement price or deposit if more
8-4 weeks to departure 90% of Package / Travel Arrangement price or deposit if more
Under 4 weeks to departure 100% of Package / Travel Arrangement price or deposit if more 

For full details, please see our full Terms and Conditions
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