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The following are the questions most frequently asked of our Customer Services agents by our customers. If your query is not answered to your satisfaction, please either email us or call the Customer Services Department.

Frequently Asked Questions

What should I do if I can't find the holiday that I saw advertised?

To see a complete list of the holidays that are currently available online, simply visit our Sitemap . Of course, while we try to stay up to date, some of our newest holidays may not have actually made it on to the site yet. So, if you can't find what you're looking for on the Sitemap, send a message to Website Enquiries from the Contact Us page and someone will get back to you. And, of course, you can also add our site to your Favourites and pop back regularly to see what's new!

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I can't seem to book the holiday I want online, what should I do?

A small number of our holidays are not available to book online (you'll know because there's no panel to select a departure date in the top-right corner of the Holiday Details page). These holidays can still be booked, but you'll need to call our Customer Services Department on 0845 226 7756 to do so.

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Can I request a brochure online?

Details for most of our current holidays and breaks are available to view and book online, and you can use the Sitemap to find them. If you would still like us to send you a printed brochure, simply send a message to Holiday Enquiries from the Contact Us page. Don't forget to tell us the exact title of the holiday (we publish individual brochures for most of our holidays), your full postal address and - if appropriate - the name of the newspaper in which you saw the advert.

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Where are my tickets? Where are my Joining Instructions?

Approximately one week before departure you will receive a set of Joining Instructions and a final Itinerary through the post. These will include details of where you will be picked up and at what time, flight information if relevant, and anything else you need to know before you travel.

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Will your coach pick me up at the pick-up point I have chosen?

We know that a guaranteed, convenient, local pick-up point is important to you, so we've introduced the Newmarket Holidays Pick-Up Promise to help your holiday run smoothly from start to finish. All our pick-up points are now guaranteed, and there will never be more than five pick-ups (excluding motorway services) after you've joined your holiday.

To enable us to make our Pick-Up Promise, we've added a small per-person supplement to some of our less-requested pick-up points. You'll see the amount displayed alongside the appropriate points as you start to make your booking.

All other pick-ups are offered free of charge and, of course, every one shown is guaranteed.

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Why has travel insurance been added to my confirmation?

The right Travel Insurance policy plays an essential part in ensuring that you can enjoy every moment of your time on holiday, without worrying what might happen should bad luck befall you. This is why we insist that everyone travelling abroad with Newmarket is adequately covered. You may of course provide details of alternative, comparable cover, but if these are not received at the time of booking we will automatically add the cost of our cover to your invoice. If you provide alternative travel insurance details within 14 days of receiving your booking confirmation we will refund the cost of our cover.

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Can I pay the outstanding balance of my booking online?

You can now pay your outstanding balance in full or in instalments, with your credit or debit card, through our secure, online booking management system, called 'Manage My Booking'.

Click here to visit Manage My Booking.

Payments can also be made through the post by cheque, Banker's Draft, Credit or Debit Card. Cheques should be made payable to the company name displayed on your invoice (in the box under your address). To make a payment over the telephone, please call our Customer Services Department on 0844 391 2123.

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Will you remind me when in need to pay my balance?

If you're receiving your booking details from us via e-mail you will be sent a Payment Reminder e-mail seven days before your final balance is due. This e-mail will contain a link to our online booking management system ('Manage My Booking'), where you will be able to pay your outstanding balance online with your credit or debit card.

No reminder will be sent out for bookings managed through the post, but your final balance due date (marked "DUE") will appear in the bottom right corner of your Confirmation of Booking.

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Do you send out receipts?

An initial Confirmation of Booking is sent out by e-mail or post when you book, and any changes made to your booking (such as purchasing optional excursions) will generate a revised Confirmation. However we do not confirm receipt of your final balance unless requested to do so.

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What do I do if I need to cancel my booking?

Contact us by telephone immediately, and then send a further confirmation of your cancellation in writing (an e-mail is fine). The booking will only be cancelled on receipt of written confirmation. Cancellation charges will apply as detailed in our Terms and Conditions of Booking.

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Why are there no airline tickets included with my Joining Instructions?

Many airlines now operate a ticketless system, and so your Joining Instructions include an Electronic Ticket (E-ticket) number. Simply take your Joining Instructions with you when you check in, and show this number to the check-in clerk. One number will cover your whole party on the outbound and inbound flight with the same airline.

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Why are there no rail tickets included with my Joining Instructions?

All Joining Instructions for holidays and breaks traveling by rail should include tickets. In the unlikely event that you haven't received any, please contact our Customer Services Department on 0844 391 2123

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Why are there no show/event or venue tickets included with my Joining Instructions?

For holidays and breaks traveling by coach, any tickets that you need will be given out by the Tour Manager or coach driver. For holidays where you organize your own travel (what we call Make-Your-Own-Way Breaks) any tickets that you need will be given to you at your hotel.

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If I decide I want to go on your optional excursions after I've booked, can I book them when on holiday?

If our excursions haven't already sold out when you arrive in your holiday destination, you will be able to book them with your Tour Manager. However, to avoid disappointment (and to enjoy a pre-booking discount), we suggest that you sign in to our online booking management system ('Manage My Booking'). Here you will be able to add any available optional excursions to your booking up to around two weeks before you travel.

Click here to visit Manage My Booking.

Alternatively, you can give our Customer Services Department a call on 0845 226 4433 (calls charged at lo-call rate).

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Do I need a passport?

All holidays and breaks to overseas destinations require a valid passport, as do cruises from UK ports. A passport (or at least photo ID) is also required for internal UK air travel.

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What do I do if my name is spelt wrong on my confirmation?

Due to heightened security, it has become extremely important that the names and titles given on any travel documents match those on your passports exactly. Please check that the genders, salutations, first names and surnames of your party shown on your documentation match the passport information (middle names are not necessary). If they do not, you can correct the details online through our secure online booking management system ('Manage My Booking').

Click here to visit Manage My Booking.

If you're unable to access our online booking management system, please call our Customer Services Department immediately on 0844 391 2123 so that they can make the corrections for you.

Amendments must be made within 14 days of receiving your booking confirmation to avoid charges being levied, and we cannot be held responsible should the airline charge you or refuse to carry you.

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How long before my departure do I need to be at the airport?

For flights to Europe and the UK you need to be at the airport at least two hours before departure. For transatlantic and other long-haul flights, you will need to arrive at least three hours before departure.

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How long does the transfer from/to the airport take?

Transfer times vary widely according to destination. In most cases, the transfer time will be shown online, on the Holiday Details page of the holiday you have booked. If they do not appear here, you can contact our Customer Services Department on 0844 391 2123 for further details.

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Will the coach have toilet facilities?

Unfortunately we cannot guarantee a WC on board coaches within the UK, or on those that transfer you between the airport and your hotel, but we will make regular comfort stops throughout your journey. Our European coach tours, however, do use full executive coaches, which have toilet facilities on board.

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Which currency will I need?

 Click here  to see a table of the currencies used by different countries.

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Which hotel will I be staying in?

If we haven't already supplied them, the details and name of your hotel will be included in the Joining Instructions that you receive approximately one week before departure. If you have booked an Allocated on Arrival Late Deal, your hotel details will be confirmed to you when you arrive at your destination.

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What will the weather be like?

For up-to-date forecasts for countries, regions and cities around the globe, go to www.bbc.co.uk/weather/world/city_guides/

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What will my luggage allowance be?

Luggage allowances vary from airline to airline and even route to route. To find further details of what different airlines allow, visit www.seatguru.com or contact our Customer Services Department on 0844 391 2123 or check with the airline direct.

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How do I sign in to Manage My Booking?

Signing in to 'Manage My Booking' is easy and secure. To sign in successfully you will need three things:

1. Your six-character Booking Reference
Your Booking Reference number should start with a letter, and look something like this:

C12345

It can be found in the third line of your Booking Confirmation e-mail, or to the right of the postal address near the top of the paper invoice if you received one through the post. (On paper invoices the Booking Reference is followed by a slash, a number, a dash and two or three letters. These are not part of your booking reference and are not needed when you sign in.)

2. The surname of the Lead Passenger
This will be the surname given in the first line of your Booking Confirmation e-mail, or at the top of the postal address on your paper invoice if you received one through the post.

If you have previously changed the surname of the Lead Passenger, either by telephone or through 'Manage My Booking' , please use the updated surname as given in the update Confirmation e-mail or paper Invoice that you should have received.

The lead passenger will be listed as 'First Passenger', 'Passenger One' or 'Lead Passenger' inside 'Manage My Booking'.

3. The departure date of your holiday
Your holiday Departure Date can be found in the second line of your Booking Confirmation e-mail, or on the third line of the printed text in the 'Details of Invoice' panel on your paper Invoice if you received one through the post.

Please make sure that you enter all of these details completely and correctly before you click on the 'Sign In' button.

Click here to go to Manage My Booking.

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What should I do if I haven't received my e-mail confirmations?

There are three possible reasons why you might not receive an e-mail from us that you were expecting:

1. An incorrect e-mail address
The most common problem is a simple typing mistake - either spelling errors, or "co.uk" instead of ".com" etc. To check the e-mail address we have for you, simply sign in to our online booking management system ('Manage My Booking') and go to the 'Change my personal details' page. If you change the e-mail address here, a 'Booking Update' e-mail will be sent to the address you've entered.

Click here to visit Manage My Booking.

2. E-mail filters set too high
Particularly common with Hotmail and BT Internet accounts, this makes your e-mail account filter out all automatically generated e-mail - including ones from us. Try temporarily switching off or lowering the setting on your 'junk mail' or 'spam' filter. Alternatively, you can add our addresses, reservations@newmarketholidays.co.uk and noreply@newmarketholidays.co.uk, to your e-mail Contacts or Safe List.

3. An unaccountably lost e-mail
This isn't very common, but if it does seem to be happening and nothing else has worked, please give our Customer Services Department a call on 0845 226 4433 (calls charged at lo-call rate).

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Still haven't answered your question?

Please Email your question or contact us directly.
See details below.  e-mail us

Company address

The Newmarket Group
McMillan House
Cheam Common Road
Worcester Park
Surrey KT4 8RQ

Tel: 0843 316 1166