Category: Travel

ebookers FAQ

Booking a holiday can be an overwhelming process, especially when you are going through an online operator. Once you have finally found the perfect trip, you’ll want to do everything you can to ensure that everything runs smoothly. No one wants to spend hours chasing up companies adding extra details here and there, so it’s best to know as much as you can before confirming your booking. We’ve answered a few frequently asked questions about making a reservation with ebookers.

Can I make a change to my ebookers booking?

In many circumstances you will be able to make a change to your booking, however all changes are subject to availability, limitations and restrictions of the supplier. If you are making a change to a flight with a low-cost airline, you must contact the airline directly, quoting your reference number. If wish to make a change to your booking, it’s advisable to call ebookers first to confirm which action to take.

How old do I have to be to rent a car with ebookers?

All car rental suppliers have a minimum age to be able to hire a vehicle without incurring any additional fees. This is normally 25 years old, however younger drivers will be able to rent a vehicle where permitted to do so, incurring a locally payable surcharge. There is a minimum age of 21 for rentals, and some suppliers will only allow drivers who have held a license for a minimum number of years.

What types of payment can I use?

When making a reservation with ebookers you will not be able to place a deposit or hold a booking without paying. When it comes to paying for your booking, you will be able to pay with the following credit cards: Visa, Mastercard, and American Express. You can also use the following debit cards: Visa Debit, Maestro, Switch, Delta, Electron.

If you are using a debit card, funds will be immediately taken from your bank account when you click ‘purchase’.

Cancelling your ebookers booking

No one wants to have to cancel a holiday, but it’s a fact of life that sometimes circumstances can change and plans need to be put on hold. If you have to cancel a booking, first things first – don’t panic. You’re not the first person to have to cancel a trip, and you surely won’t be the last. You might feel like all is lost, but in some circumstances there are ways to cancel your booking without taking a massive cash blow. Let’s take a look at what to do if you need to cancel your ebookers booking.

How to cancel a flight reservation

Unfortunately, when it comes to cancelling a flight reservation, most fares are non-refundable. If your booking is with a low-cost airline such as Ryanair or Jet2, cancellation can only be done by contacting the airline directly. When contacting a low-cost airline to cancel a booking you will need the airlines record locator, which you can find in the confirmation email received from the airline. Any refund you receive from this cancellation will be credited directly to your card from the airline themselves.

Cancellations are governed by the airline’s rules and whether you are eligible for a refund depends on the circumstances and type of ticket you bought. In most cases airline charges will apply, in addition to an ebookers administration fee of £25 per passenger.

How to cancel a hotel booking

If you need to cancel a hotel reservation made with ebookers, you can do so online. You will need to access your booking by signing into the website or visiting the Access Trip page. Once you have signed into the site, you will see a ‘Need to cancel’ button at the top right of the screen. Select the room you wish to cancel and click continue. You will then be able to review the refund and fee details before completing your cancellation.

For multiple room bookings you must cancel each room separately. Refunds will automatically be credited to your account within 7-10 days.

Can I cancel package bookings?

When cancelling a package booking, you will have to cancel the entire package rather than individual aspects or passengers. If your package booking includes flights from a low-cost airline you must contact the airline to cancel the flight booking before contacting ebookers.

Making a complaint with ebookers

Unfortunately, as is the case with many online services, there are times when customer service levels can drop below what is expected. If you are unhappy with any element of your ebookers experience, you can make a complaint to the company. This is true whether the issue is to do with the booking process, flight, hotel experience or any aspect of your holiday.

How can I contact ebookers’ customer relations department?

If you have returned from your holiday and were dissatisfied with any part of your trip, you can get in touch with the customer relations department to lodge a complaint. A valid complaint to contact the department with would, for example, be an unsatisfactory hotel or delayed flight. Any receipts or documents to support your complaint should be sent to the following address:

Customer Relations Department
140 Aldersgate Street
London
EC1A 4HY

Emails should be sent to customercare@ebookers.com.

When should I not contact the customer relations department?

You should not contact the customer relations department if you have not yet departed for your holiday. Any general enquiries, changes or cancellation requests should be directed towards the contact number listed below. You can also contact a member of the ebookers team by using the live chat facility on the website.

What if ebookers’ reply is unsatisfactory?

If you are unhappy with the response to your complaint or you do not receive a response at all, you can take your complaint to a higher level by contacting Which or the Citizens Advice Bureau, who will be able to give you expert consumer advice. You can follow these ABTA guidelines to help with your complaint, but because ebookers is not an ABTA member, you can not lodge your complaint with them.

It is highly advisable that you book with an ABTA-approved travel agent when planning a holiday.

Booking a holiday with ebookers

Popular holiday booking site ebookers operates solely on an online basis, with no physical travel agencies for customers to visit in person. In today’s day and age, many of us will look to these online channels when booking our trips, but there are people who prefer the traditional approach. You can get the best of both worlds by booking your holiday through an online travel agents, but choosing to call their contact number rather than complete online forms yourself. Let’s take a look at the process you should follow.

How to book a holiday through ebookers

Visiting ebookers.com will allow you to browse the full spectrum of holidays and services offered by the international company. With a large variety of flights, hotels, package deals, hire cars and cruises – all at competitive prices – you won’t be stuck when planning your next getaway.

When you visit the site, you’ll be able to easily navigate between sections by using the menu at the top of the page. You can also use the handy search facility on the homepage to filter which kind of holiday you are looking for. The deals page also offers some must-see offers to a whole host of destinations, allowing you to save a small fortune.

If you are the type of person who’d rather book a holiday in person, don’t panic. One call to the ebookers contact number will enlist the help of a professional, experienced sales advisor who will be able to assist you. You can either browse the site to find a holiday that suits, or simply call up and discuss your thoughts with the team member. Their wealth of experience will help them to track down your dream holiday.

Why should I book over the phone?

There are a number of benefits to booking your holiday over the phone rather than online. If you are a bit of a technophobe or you dislike filling out online forms, a phone call could be the perfect choice for you. Letting an expert take care of the details for you will reduce the risk of making a mistake, and will streamline what could well be a lengthy process.

What will I need when I call up?

When calling ebookers to book your trip, you should have some details to hand. If you have certain dates that you want to travel on you should have a note of these, so that the advisor can find available bookings. You will, of course, need your personal details, including your full name, date of birth and home address. You will also need a valid payment method to complete the sale.

Where you can use your Oyster Card

The brilliant thing about the Oyster Card is that you can use it on most of the public transport in the capital. Being able to use one method of payment across a whole range of transport methods streamlines the journeys of commuters and tourists alike. In this post we’ll be looking at just where you can use that handy smartcard.

Buses and trams

You can use your Oyster on all buses within and just outside of London and all trams. If a bus displays the iconic red roundel logo it means you can use your card.

Tube, DLR, TfL Rail and London Overground

You can use your card across all of the above methods on all services throughout Zones 1-9, and to Watford Junction and Shenfield.

National Rail

You can use your Oyster on all suburban trains stopping in Zones 1-9, as well as on journeys to the following destinations: Chafford Hundred, Grays, Ockendon, Purfleet, Watford Junction, Broxbourne, Hertford East, Ware, St Margarets, Rye House.

There are, however, exceptions. You are not able to use your card on National Rail services to Heathrow Express, Heathrow Connect services between Hayes & Harlington and Heathrow, or any journey that begins or finishes outside the pay as you go area.

River services

You can use the pay as you go credit on your Oyster Card to travel on the Thames Clippers River Bus. However, these journeys do not count towards your daily cost cap. Travelcards are not valid on these services, but if you have a Travelcard on your Oyster, you will receive a third off all pay as you go fares.

Emirates Air Line

When travelling on the Emirates Air Line, you can use pay as you go credit on your Oyster by touching the card reader on the ticket gate. If you have a Travelcard you will be able to purchase a discounted boarding pass.

How to use your Oyster Card

As all London residents know, Oysters are invaluable to any traveller navigating the often-hectic maze that is the capital’s public transport system. Owning one can make life a lot simpler – once you know how to use it of course. Let’s take a look at how to use an Oyster Card.

How do I use an Oyster Card at a station

When using your Oyster at a station, it’s crucial that you remember to ‘touch in’ before you begin your journey. ‘Touching in’ at the appropriate point where you need to show your ticket indicates that your journey has began. When you reach your final destination you must ‘touch out’, signaling that your journey has reached its end. Touching in and out helps ensure that you pay the correct fare for your journey.

How do I ‘touch in’?

To touch in or out at a destination, place your Oyster Card flat on the yellow card readers found in stations. When you touch in or out the light on the reader will turn to green and emit a single beeping sound. This means that you can proceed onwards and that you have touched in or out successfully. Some locations are fitted with newer card readers, which will display the cost of your journey and how much balance is left on your card.

What happens if I don’t touch in?

You might be thinking, “Well who’s going to notice if I don’t touch in?”. This is highly unadvisable – if you do not touch in and out of your journey you may be liable to pay a Penalty Fare or be prosecuted. You should always touch in and out at the appropriate card readers.

How do I touch out on a bus or tram?

You only need to touch in on buses and trams – the journey cost will automatically deduct from your card.

How do I touch in on the river bus?

When using the Thames Clipper River Bus service, you should only touch in on the read when a member of staff tells you to do so. After touching in, remember to touch out again at the end of your journey.

What are pink card readers for?

There are pink card readers at some Tube and London Overground stations. These tell TfL which route you have taken, allowing them to charge you the right fare. If you’re changing trains to avoid Zone 1 and you see a pink reader, touch your Oyster onto it to pay the correct fare.

Benefits of using an Oyster Card

Travelling around London can be stressful at the best of times thanks to the rush hour footfall, teeming crowds and delayed journeys. Thankfully, travelling with an Oyster Card helps make life a little simpler as you don’t have to worry about fumbling for change when you’re already late for the 9.32 to Ealing. With just the flash of your smartcard you can tap onto the bus, tube or train, allowing your journey across the capital to run as smoothly as possible.

Oysters are intuitive, helping you save money

The great thing about Oysters is that they are intelligent. If you need to, you can top up your card with pay as you go credit or renew your Travelcard or Bus & Tram Pass, both on the same card. When you keep both of these methods of payments on your card at the same time, the card will work out which one to use – ensuring that you never pay more than you need to.

What’s more, there is a daily price cap on Oyster pay as you go, so if you are making many journeys within a day’s period, the cap will ensure that you pay no more than the price of an equivalent Day Travelcard.

Oysters reduce queuing times

The ease of the Oyster Card system helps to cut down on queuing times, which is a blessing in hectic London. What’s more, with London buses now cash-free, carrying an Oyster means you can hop on and off those iconic red buses as you please. Reducing queuing times will help speed up both your journey and that of those around you. Oysters also encourage people to use public transport, which helps reduce traffic on the road.

Help the environment, get an Oyster Card

Oysters were introduced back in 2003, when Transport for London decided to introduce the service to encourage the use of public transport. When people make the switch to public transport rather than using cars or taxis, it helps reduce CO2 emissions as less traffic is on the road. Reducing pollution in turn helps keep our environment greener.

Lost & stolen Oyster Cards

The Oyster Card is a fantastic way to travel around London, but what do you do if your card is lost or stolen? Unfortunately this is a common occurrence, but if you lose your card don’t panic – TfL can help you out.

What should I do if my Oyster is lost or stolen?

If you discover that your Oyster has been lost or you have had it stolen from you, you will need to call the Oyster contact number as soon as possible and without fail. You must report the card lost or stolen so that a stop can be placed on the card, preventing anyone else from using it in your name.

Upon reporting your card as missing you will have the choice whether to receive a replacement card or a refund. If you choose to take a replacement card this will be sent to you by post, or you can pick one up from an Underground station or Oyster Ticket Stop. You can transfer all outstanding tickets and passes onto any replacement card.

What if I want a refund?

If you choose to take a refund rather than a replacement card, the refund will either be sent to your online Oyster account or your bank account. However, it’s important to note that a £5 administration fee will be charged to process all refunds which include a season ticket. In some cases this can mean that no refund is payable.

What do I do if I lose a concessionary Oyster?

If you have lost a concessionary Oyster Card or had one stolen, there is a slightly different process to follow depending which type of card it is. ​The best thing to do in this situation is to call the Oyster contact number or visit the Refunds & Replacements page on the Oyster website for more information.

Frequently asked questions about AA Breakdown

We understand that you may have some queries when taking on a new AA Breakdown policy, and that’s why we’ve answered some frequently asked questions on this page. If you have any more questions about the AA, simply give the contact number a call and you’ll connect directly to a customer advisor.

Why should I choose AA Breakdown?

As an organisation with over 100 years’ experience, it goes without saying that the AA is one of the most trusted and respected motoring firms in the UK. The AA is the UK’s largest breakdown organisation, fixing more vehicles at the roadside than any other companies. All roadside assistance is cost-free, and more than 95% of customer breakdown cover reviews are positive. You will also enjoy exclusive member benefits which could end up saving you more than the cost of joining the AA in the first place.

Can I buy AA Breakdown Cover if I’ve already broken down?

If your vehicle is currently broken down, you are not able to buy cover. However, you can still call the AA Breakdown emergency line to arrange cover and assistance. You can contact the emergency number using 0800 88 77 66.

How soon will I be covered if I purchase AA Breakdown Cover now?

If you are purchasing your cover online, your Roadside Assistance will begin as soon as your application has been successfully processed. Upon process you will be emailed confirmation of your cover. Your documents and membership cards will arrive in the post within 28 days.

Some other services will start slightly later; if you have opted for Cover at Home, National Recovery and Onward Travel, these services will begin 24 hours after your membership commences. Parts and Garage Cover will begin 14 days after your cover commences.

What payment types can I use on my AA Breakdown Cover?

There are three different ways to pay for your cover – annually by card, annually by Direct Debit, or monthly by Direct Debit.

If you choose to pay monthly, you’ll need to pay an initial deposit by card before your Direct Debit is set up. Your first payment will go out in a fortnight’s time, following by payments on or around the same date of each month.

You can also make a one-off payment for just one year of cover – you can do so by calling the AA contact number listed below.

Making a complaint about AA Breakdown

Although the AA do a fantastic job, fixing 8 out of 10 cars by the roadside, there are unfortunately times where you may need to make a complaint about your cover. If you are an existing customer and you wish to make a complaint about AA Breakdown, the steps you need to take are simple.

Making a complaint by phone

The first and foremost way to make a complaint about AA Breakdown Cover is to pick up the phone and speak to the company directly. Your call will be handled by an experienced member of the AA team who will take down all the necessary details. In order to help the advisor, you should have to hand as much details of the incident in question before you make the call. You should also have your membership number and personal details ready to give them. The more helpful you are, the more likely you are to receive a positive response from your dispute.

Making a complaint by email

You can send your complaint by email using the following address: customersupport@theaa.com. We advise that you write your complaint in a document beforehand so that you can go over the details before sending the message. Be as detailed as possible and send your membership number with your complaint.

Making a complaint by post

You can do things the traditional way by sending your complaint through the post to the AA’s headquarters. If you make your complaint in this manner, you should of course be aware that you will have to expect a longer wait for a response. Send across as much details of the incident as possible along with your membership number so that your complaint can be handled in the best manner. You can send your complaints to the following address:

Member Relations
The Automobile Association
Lambert House
Stockport Road
Cheadle
Cheshire
SK8 2DY

Complaining by fax

You can also send your complaint by fax to the following number: 0161 488 7544.

How long will I have to wait for a response?

The AA aims to respond to all complaints within five working days of receipt. They will advise you who is dealing with the complaint and when you should expect a final response. If you are unhappy with the final response you may refer your dispute to the Financial Ombudsman Service for help and advice.