Frequently Asked Questions

Customer Service

How do I contact by telephone?

If you need assistance making a booking, wish to amend an existing booking of have a general query, then please contact our call centre, during opening hours (Mon-Fri 0800-2100 GMT and Sat-Sun and Bank Holidays 0900-1800 GMT) on one of the telephone numbers listed below.

If you wish to contact us to provide feedback on your return you can do so by contacting our Customer Service team in writing either to our postal address or by submitting an email via our webform. Details for these contact methods can be found below in the below sections.

Telephone Call Charges

All charges are inclusive of VAT. Calls from mobile phones and some networks may cost more, please check with your network or telecom provider.

If dialling from the UK

  • For new bookings 0800 408 1350 - Calls are free
  • To make a change to an existing booking 0333 300 0042- Calls are charged at 10p per minute
  • For all other enquiries call 0333 300 0042 or if it is not urgent please email

If dialling from Spain

  • For bookings and general enquiries 902 881 269 - calls are charges at 6.7 cents per minute + connection of 8.3 cents

If dialling from France

  • For bookings and general enquiries 0821 230 203 - calls are charges at 12 cents per minute + connection of 11.2 cents

If dialling from Italy

  • For bookings and general enquiries 199 404 023 - calls are charges at 26.8 cents per minute + connection of 12.4 cents

If dialling from Austria

  • For bookings and general enquiries dial 0810 10251565 - calls are charged at 0.10€ per minute

If dialling from Germany

  • For bookings and general enquiries 01803 511 111 - calls are charges at 9 cents per minute

If dialling from any other country

  • For bookings and general enquiries 00 44 203 059 8336 - standard rates apply

Our Pre-Travel Services team does not have real time flight delay or cancellation information, please either contact a member of staff from our appointed handling company at the airport concerned or visit the relevant airport website. Our latest flight information can be viewed on

How do I contact in writing?

If you would like to contact us to share your travel experiences, or discuss any aspect of our service, please write to us at the address below. To help us deal with your enquiry please include the following information at the top of your letter.

  • Your unique 6 letter booking reference (e.g. ABCXYZ).
  • Lead passenger name
  • Departure date (dd/mm/yy)
  • Leaving from | Flying to

Customer Care Team
PO Box 284
LS11 1GE

How do I contact by email?

All enquiries pre-departure

Name and Date changes can be made online by visiting the Manage My Booking section of our website. Spelling errors of up to 3 letters can be corrected online free of charge.

For pre-departure enquiries, if your enquiry is urgent please telephone our call centre on 0333 300 0042. Opening times are Mon-Fri 0800-2100 and Sat-Sun and Bank Holidays 0900 - 1700.

Alternatively if your enquiry is not time sensitive, please email us at including your booking reference, name and contact details and we will respond to you as soon as possible.

All other enquiries

If you have already travelled with us and wish to contact us about any aspect of your experience, please email us at and our Customer Service Team will respond to you as soon as possible. Please ensure you provide your booking reference and contact details.

Do sell gift vouchers?

Yes. Gift Vouchers of £25 or multiples thereof can be purchased via our Call Centre 0800 408 1350. Please note that we do not charge debit or credit card fees when purchasing your gift vouchers.

How can I use my gift vouchers?

Gift Vouchers can currently only be used when making a booking made via our Call Centre. Please contact a member of our team on 0800 408 1350 and advise them that you wish to make a booking using gift vouchers.

Can Gift Vouchers be used for on-board purchases?

No - Gift vouchers can only be used to make flight bookings and associated airline ancillary services e.g. baggage.

For full Terms and Conditions of our gift vouchers please click here