Frequently Asked Questions
Here’s a selection of some of the most frequently asked questions, hopefully they’ll cover everything that’s on your mind.
- What is the maximum group size?
This varies depending on the tour. Some holidays may be for 15 people or fewer, while others may be for up to 35 travellers. Where we display a 'Maximum Group Size' icon, the number given will be the maximum expected group size for the tour.
Where this may differ is for the 'Discover More' modular tours. We have designed and contracted these holidays with the maximum number of customers in mind and aim to operate at this level. Under exceptional operational conditions, including force majeure, the expected group size may require to be exceeded. This Maximum Group Size is therefore not a condition of booking although best endeavours will be made to ensure these stated group sizes are adhered to.
- What is a 'Discover More' modular tour?
These holidays are purposefully designed to operate as inter-linked modules or 'modular tours', which enables us to ensure the nature and style of our group holidays is delivered as best as possible. On these 'Modular Tours' the number of customers may vary as customers may join or leave at different times. At the point when individual modular tours connect the number of travellers may exceed the 'Maximum Group Size' due to joining or departing customers overlapping.
- Are you a member of ABTA and are you ATOL-bonded?
If your holiday includes a flight departing from (or returning to) a UK airport, your holiday will be operated by G Touring Limited (company number 04956006) Unit One, The Point Business Park, Rockingham Road, Market Harborough, Leicestershire, LE16 7QU. These holidays are ATOL protected by the Civil Aviation Authority (ATOL number 11266). G Touring Limited is also a member of ABTA (the Association of British Travel Agents Limited). For any holiday which does not include a flight, we provide financial security for holiday arrangements booked through us by way of a financial failure insurance policy.
- What is the ATOL protection charge on my booking?
This charge is included in the cost of your Flight Inclusive holiday and means that your booking is secure in the unlikely event of anything happening to G Touring Limited (ATOL 11266). You will be refunded if yet to travel, or flown home if you are away on holiday. At the moment, this levy is £2.50
- Do you organise group bookings?
Yes. If you are organising a trip for a group of 10 or more people, please call 01858 581 608 to speak to one of our dedicated group advisors. A number of benefits are available if you are making a group booking.
- What is the minimum ages for children you accept on your tours?
From 25th April 2019 we have updated our policy on children and infants. We will only accept new bookings for children aged 16 and over on the day of departure for all of our resort stay or Tour holidays and 18 years for Walking and Activity holidays. For Cruise holidays the minimum age is as governed by the cruise line and if there is a Tour connected with the Cruise, 16 years old.
- Is your website safe and secure?
Yes. Using your card to make purchases via our website is a secure way to pay for your holiday, and is as safe as booking through our telephone sales system. All sensitive information, including personal details and debit/credit card information, is kept confidential through the use of our secure server software. This means that information can only be exchanged between you and Travelsphere. No third party can access this data. All historical information regarding card, name and address details is held on a secure computer. We do not retain live records of customers' personal details or credit card information on our web servers after the transaction has been completed, so you will need to enter your details each time you book online. We are a member of ABTA and abide by its Code of Practice. Credit/debit card payments will be automatically encrypted using Secure Socket Layers (SSL). This technology ensures that your credit/debit card numbers are not accessible by unauthorised persons and are as safe as possible. This means the credit and debit card numbers are securely processed into code when sent to us. Only the scrambled encoded data is then sent over the internet, which Travelsphere receives and decodes. Furthermore, as required by the UK Data Protection Acts of 1984 and 1998, we follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access.
- Is there a charge for using a credit card?
There is no fee for using your credit card.
- When will I need to pay my remaining balance?
The remaining balance is usually due 12 weeks before your departure date. We will send you a reminder two weeks before this date.
- Where can I find information about any vacancies?
All information regarding current vacancies can be found on our careers page (please see link in the site footer). If we do not have any vacancies which meet your current requirements then you can still upload your CV for us to keep on file. We can then check this against any future positions which may become available. If you are interested in becoming a Tour Manager then you can submit your application for consideration
- How up to date should my passport be?
Requirements vary depending on the holiday but you will usually need a passport that is valid for at least another six months at the time of departure.
- Can you help arrange my travel visa?
We have partnered with Sherpa, an on-line self service tool that allows customers to see up-to-date information regarding travel entry requirements for all countries and also allows you to apply for eVisas or eTAs via the on-line portal. The tool is easy to use and can be found on all of the Tour Pages.
Using the Sherpa° travel guide, you can access the latest information on entry requirements, travel restrictions, quarantine policies, visa and e-visa conditions and various health declaration forms to destinations all around the world, in one convenient virtual location.
You just need to simply enter which country you want to travel to and get information on safety regulations, border closures, quarantine requirements, travel visa and more.
- Will I need any vaccinations for my holiday?
Our holiday advisors are not medically trained, so we are unable to advise you about vaccinations. Please contact your GP or practice nurse, as they will be able to advise on any vaccinations that may be necessary.
- When will I receive my final documents?
Information covering your flights, hotels and itinerary will be sent to you around 14 days before your departure date.
- What currency should I use?
For details of all national currencies and the latest exchange rates, we recommend visiting www.xe.com.
- What will the weather be like on my holiday?
For advice on climate and temperatures around the world, we recommend visiting the BBC weather pages.
- How long before departure do I need to check in at the airport?
You should check in two hours before departure for European flights and three hours before departure for other flights.
- Will the Tour Manager fly out with us?
We cannot guarantee that the tour manager will meet you in the UK and fly out to your destination with you. Sometimes they will meet you at the destination airport, depending on where they live and their work timetable.
- Will there be a bath/shower in my room?
We cannot guarantee that there will be a bath or shower in your room. We can request a specific facility with the hotel but this can only be a request. If you have any medical conditions that require access to a bath or shower then please advise us when making the booking. We will do our best to allocate an appropriate room.
- Will my room have a kettle/iron/hairdryer?
Often they will but, unfortunately, we are never able to guarantee that rooms will have these items. If these are a necessity for you, we advise to take them in your luggage.
- Do I have to take part in all of the excursions?
It is not always compulsory to take part in excursions included in your holiday, although this depends on the itinerary. Please speak to your tour manager and let them know if you don't wish to join the excursion.
My Account FAQs
- My new booking reference is not showing in my account. Can you help?
If your booking isn’t showing on the dashboard when you log in to My Account, you can add this by clicking ‘Add Holiday by Reference’. You’ll need to enter the booking reference number, the date your holiday departs and your postcode before clicking the ‘retrieve’ button. This may take a few moments to update.
- I need to change my email address on my booking. How can I do this?
At the moment, there is no option to change your email address on your Manage My Booking account. You will need to register a new account with your updated email address. Once this has been completed, please email email@example.com and advise us which booking references you would like moving to your new account.
- I can’t log in – how do I reset my password?
If you’ve forgotten your password, you can reset it by clicking on the ‘My Account’ button and selecting ‘Reset Password’. Once you have entered your email address (this must match the email address that the account has been set up in) you will be sent an email. Please check your ‘junk’ folder if it does not appear in your email inbox. This will contain a link to reset your password. Please note that this link is only valid for 60 minutes. Your new password will need to meet the following criteria;
- A minimum of six characters
- At least one uppercase letter
- At least one number
When you next log on, please ensure you type your password exactly as it has been set, as this is case sensitive.
- How do I update my personal information such as my contact details?
Please contact firstname.lastname@example.org to update your personal information including name, date of birth, address and phone number. If you need to change your email address – please see “I need to change my email address on my booking. How can I do this?”
- The final balance is due for my upcoming holiday, what do I need to do?
If your holiday is outside of the UK -
Due to these uncertain times we have purposely delayed the collection of final payments for upcoming holidays. Rest assured that Travelsphere will contact you via email or phone when you need to pay your final balance. If you do not hear from us, please do not pay your final balance at this time.
If your holiday is within the UK –
Your balance is due 8 weeks before departure. Making your payment is easy by logging onto Your Account or calling one of our Holiday Advisors.