Documentation for flight and car hire bookings, including invoices, e-tickets and insurance, is available online by following the Check My Booking link at the top of our homepage. You will need your invoice number for this service. Please note that your documentation will not be available for up to 2 hours after booking.

For hotel and package bookings, all documentation will be sent by 21 days prior to travel.

Please note that some documentation may arrive separately. If you have not received your documentation and are travelling within 21 days, please contact despatch@airline-network.co.uk

Electronic tickets, or e-tickets, are now offered by the majority of airlines in the UK. An e-ticket confirms your airline ticket purchase without requiring a paper record; the only record of an e-ticket sale is in electronic form in the airline’s computer system.

An e-ticket offers the following advantages:

• It allows you to travel without a paper ticket, eliminating the worry of losing your tickets or leaving them behind.
• You do not have to wait for your ticket to arrive.
• E-ticket reference numbers can be used at self-service check in machines now offered by some airlines to avoid queuing at check in desks. These machines use simple touch screen commands and will print your boarding pass and track air miles (where applicable) automatically. To use this service you will need one of the three following means of identification:
  • The credit card used to purchase your tickets.
  • Traveller loyalty card or
  • An e-ticket receipt.
  You will need to confirm the airline reference number given at the time of booking.

Please note that some airlines still issue paper tickets for certain flights. If you receive a paper ticket (a card ticket/coupon in a wallet) you must present this at the airport check in counter or you will be unable to board your flight. If you are unsure whether you have a paper or e-ticket, please contact our customer services team at customerservices@airline-network.co.uk

• International flights – check in at least 3 hours prior to departure.
• European flights – check in at least 2 hours to departure.
• Domestic flights – check in at least 1 hour prior to departure.

Boarding usually begins 45 minutes prior to departure.

Please note - if you arrive at the airport later than your specified time, we can not accept responsibility if you are unable to travel.

Your terminal details will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about which terminal you are flying from please contact a Customer Services advisor on 0870 241 0090.

Your baggage allowance will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about baggage allowance please contact a Customer Services advisor on 0870 241 0090.

With effect from 7 January 2008, the Department for Transport has approved new hand baggage arrangements at a number of airports in the UK. This means that at these airports the restriction previously imposed limiting hand baggage to one item per person will no longer apply. Bear in mind different rules apply according to which airport you are flying from and with which airline.

• Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should be a maximum weight of 5 kilos, and dimensions should not exceed height 450mm x width 350 mm x depth 200mm. Most airlines have a hand luggage measurement gauge at check-in.
  Remember to pack your valuables in your hand luggage, and anything you need with you during the flight, like medication.
  Remember that rules regarding liquids remain in place. Liquids, gels and cosmetics exceeding 100ml are not permitted in hand luggage, and smaller containers must be taken in a transparent plastic bag.
• Find out your free allowance for checked baggage. Baggage allowance limits are set by the airlines. Your baggage allowance is stated on your e-ticket receipt or paper ticket (where applicable).
  Remember to pack sharp objects in your checked baggage.

  Weight limits for most airlines:
  Passengers travelling in Economy Class can carry 20 kg (44lbs) without extra charges and passengers travelling Business Class can carry 30 kg (66lbs). No single bag weighing over 32 kg will be accepted at check in.

  A "Piece System" is used in the United States and Canada.
  Baggage items, or "pieces", must not be over 158cm in total dimension each (length + width + height), and must not exceed 23kg in weight.

To avoid unnecessary delays, you are advised to check your luggage allowance by contacting the airport and airline with which you are travelling. We also advise that you check the weight and dimensions of your baggage before you arrive at the airport. If your bag weighs over 32kg you will be asked to repack before checking in.
Passengers with items that exceed the 32kg weight limit, such as sporting equipment, should make special arrangements with the airline in advance.

• Does my flight baggage allowance include hand luggage?
  
  No. Always check the exact hand luggage allowance with your airline prior to packing. A general guide is that hand luggage should not exceed height 450mm x width 350mm x depth 200mm. Most airlines have a hand luggage measurement gauge at check in.

You may need a visa for entry into a non-EU country. If you have a connecting flight via a third world country you may also need a transit visa. Information about visa requirements may be found by accessing individual country pages on the Foreign and Commonwealth Office website. Non-British citizens including other EU nationals should contact the embassy, high commission or consulate of the destination for up to date advice on immigration, visa and entry requirements.

The following websites contain the most up to date information on visas, passports, health and travel advice worldwide:

• www.homeoffice.gov.uk
• www.fco.gov.uk
• www.iatatravelcentre.com

If you do not have the correct documentation, it is likely that you will be turned away at check in. Furthermore, most countries will not allow you to enter on a one-way ticket without the relevant visa or documentation; therefore we advise that you ensure your travel documentation is in order prior to departure.

If you wish to make any cancellations (flight, accommodation, car hire) please contact our Refunds and Cancellations department on 0870 241 0042. You will need your booking reference/s and any other relevant details to hand. It is worth noting that charges are made for all cancellations. These will vary according to the nature of the booking and will be deducted from any refunds you receive.

Should your reason for cancelling fall within the terms and conditions of any travel insurance you may have already arranged, it may be possible to reclaim some or all losses incurred through your insurance company.

The law now requires that airlines collect Advance Passenger Information (API) for all passengers before travel to or from certain countries, including Dubai, USA, South Africa, Spain, Thailand and China.

What information is required?

• Passport number
• Nationality
• Gender
• Date of birth
• Full name as it appears on your passport
• Passport number, country of issue and expiry date
• Country of residence

In addition, for the USA, you will need to provide an address in the USA for your first night's accommodation (e.g. hotel name, number and street, city, state and zip code).

Most of the information required can be collected by "swiping" most passports through a reader at check-in. However, because some of the new information required cannot be obtained from the passport, collecting this additional information at check-in has the potential to make the airport check-in process much longer with a consequent adverse impact on queues. Adding Advance Passenger Information (where applicable) in advance will speed up check-in for flights. This can be done either at the time of booking or by contacting a Customer Services advisor after booking on 0870 241 0090.

To make an amendment to your flight reservation please contact our Amendments department on 0870 241 0037. Unfortunately not all bookings can be amended. This is subject to the contract of the fare purchased.

To make an amendment to your accommodation reservation please contact our Amendments department on 0870 241 0037. All amendments to accommodation are subject to availability and change fees.

Unfortunately it is not possible to make amendments to car hire reservations. This is classed as a Cancellation and Rebook and is subject to cancellation charges.

To pay the balance on a booking, please contact a Customer Services advisor on 0870 241 0090 or email our Customer Services department on customerservices@airline-network.co.uk.

Please note that charges will be levied on credit card payments made over the telephone. This does not apply to debit cards.