Help & FAQ

CategoryQuestionAnswer
FlightWhat is the allowance for my checked baggage?Checked baggage
The baggage allowance of your booked flights will be up to 23 kg per bag.

Hand luggage
The allowance for your hand baggage will depend on your airline. As the allowance for you hand baggage might differ according to your airline in regards of weight and pieces, the standard maximum size will be 56cm x 45cm x 25cm.

Please refer to the airline websites for the most up to date information on baggage restrictions contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com
FlightIs there any restrictions on my hand luggage?There is a restriction on the amount of liquids you are allowed to carry in your hand luggage. We recommend to pack liquids in your hold baggage. Nevertheless, you are only entitled to carry liquids in containers with a maximum capacity of 100ml each, packed in transparent, resealable plastic bag, which holds no more than a litre and measures approximately 20cm x 20cm. Liquids in containers larger than 100ml generally can’t go through security and are not permited in your hand luggage.

Please visit www.gov.uk/hand-luggage-restrictions for the lastest information on hand luggage restrictions.
FlightAre there any items that are not permitted in my luggage?Certain items may endanger the safety of passengers. As such, there are restrictions or bans on their inclusion in hand luggage or checked baggage.
Any items which could endanger the aircraft, equipment or persons on board are not permitted, e.g.:
• explosives,
• compressed gases,
• oxidising, radioactive, corrosive or magnetised materials,
• highly flammable substances,
• poisonous, infectious or hazardous biological materials
• Lithium Batteries
• catapults
• all items or substances that have been classified as dangerous goods by the provisions of the IATA Dangerous Goods Regulations (http://www.iata.org/whatwedo/cargo/dgr/Pages/dgr-guidance.aspx)

You are strictly forbidden from carrying guns, firearms and sharp or pointed objects (such as knives and scissors) in your hand luggage!
Please visit www.gov.uk/hand-luggage-restrictions for the lastest information on dangerous goods, prohibited and restricted items you are neither allowed to carry in your hand luggage nor hold luggage and dangerous goods you may be able to take them as hold luggage (check with your airline before you travel).

Please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com, if you have any questions, or if you wish to register dangerous items.
FlightCan I take sports equipments on my flight?Sports equipment and other special luggage must be registered and checked with the airline as transportation conditions may differ.
Please contact our Customer Service Center for registration and more information on travelling with sporting equipment and other special luggage, e.g. musical instruments, excess baggage and transportation of dangerous goods.

HotelWhat is included in my board basis?Please note that the board basis options may vary between hotels and destinations. To give you a general overview of the specific board basis please see the guide below:

Breakfast: Breakfast is included in your accomodation (depending on your hotel, either Continental Breakfast, English Breakfast or American Breakfast will be provided)
Half Board: Usually breakfast and evening meals are included.
Full Board: Breakfast, lunch and evening meals are included.
All Inclusive: Usually all meals, with a selection of snacks and drinks are included.
Room Only: No meals included.

For more information on your booked board basis please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com.
HotelWhat are the check in and check out times of my booked hotel?Check in and check out times do vary at each hotel. Usually most hotel rooms are available starting from around noon until 4pm, whereas check out is usually between 10am and noon.

For the details of your check in and check out times or to request for an early arrival, arrival after midnight or late check out, please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com.
Please note that early arrivals and late check outs are only available on request and not guaranteed.
HotelWhat are the opening hours of my hotel reception?The reception desks of most of our hotels are available 24 hours a day. Nevertheless, we recommend to contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com for any late arrivals or arrivals after midnight.
HotelWhat documents do I need to check in at my hotel?All travellers will need to present their valid passport or National ID at the time of check in as well as a printed copy of your hotel voucher.
HotelHow do I book an extra bed for my infant or child?Infants and children (0-2 years) old can usually share the parent’s bed in a Double Room without any supplement. If you require an extra bed for your child please do so by choosing a Triple Bed Room or similar. Complimentary cribs or baby cots are sometimes available depending on the type of room and hotel.

For more information on your hotel reservation please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com.
HotelIs there a minimum age requirement for check in?Yes, the minimum age requirement for the lead passenger at the time of check in is 18 or over with a valid government issued ID.

Please be advised, that most hotels in New York have a minimum age requirement of 21 years in order to check in. Please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com if the lead passenger of your booking is not meeting the minimum age requirement and for any other assistance in regards to your booking.
HotelDo I need to pay a deposit at my hotel?Some hotels do ask for a refundable deposit at the time of check in. Generally the deposit will be charged on your credit card or alternatively can be paid cash at the time of check in.
HotelAre there any local taxes or fees charged directly at the hotel?Some cities impose additional taxes such as tourist or city tax. These taxes which will be charged directly at the hotel when you check out. Please note that city taxes are subject to change by the cities council or governments without further notice.

There are some hotels that may charge additional mandatory fees called Resort Fee, Amenity Charge or Service Charge, which covers hotel services and value added amenities that are not included in the room price. These fees are payable directly at the accomodation at the time of check out.

We will inform you during the booking process about all additional taxes and fees that will be charged directly at your accomodation. However, please note that we are informed about these fees by the hotel. They are subject to change and may vary based on the dates of your stay and the type of room you book. For more information please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com.
HotelWhat is an "Adult Only" Hotel?Generally the minimum age for „Adult Only“ Hotels is 16 or 18 years. Please note, that hotels may also accept booking from travel companies located in other countries, where in exceptional cases a child may be booked as an adult.
Entry RequirementsWhat is "ESTA"?Before traveling tot he USA, please check the requirements for a visa-free entry as you will otherwise be obligated to apply for a visa. To enjoy visa-free entry into the USA under the Visa Waiver Programme, you must get an approval from ESTA (Electronic System for Travel Authorisation). It is recommended to apply for ESTA at least 72 hours prior to departure online on the ESTA website https://esta.cpb.dhs.gov. The ESTA application costs 14 USD per traveller and is valid for two years and multiple entries, provided that your passport does not expire within this period..

Important information
If you do not apply for ESTA before you go, you might be denied to board the plane, or you may be delayed or denied entry if you arrive in the US. Please note, that applying for an ESTA or having a visa does not guarantee your entry into the US. The final decision for your access to the USA rests entirely with the immigration officer at the point of entry.

For more information about ESTA, the Visa Waiver Programme and US visas, please visit www.gov.uk/foreign-travel-advice/usa/entry-requirements or the website of the US Embassy &Consulates in the United Kingdom https://uk.usembassy.gov/esta/.
Entry RequirementsWhat travel documents do I need to travel?Please note that all travellers including infants and children do need a valid passport to travel.
Before you go, please check with your relevant embassy and visit the Foreign and Commonwealth Office website www.gov.uk/foreign-travel-advice to inform yourself about the latest entry requirements at your travel destination.

Please make sure that you meet the entry and health requirements of your travel destination as all travellers are responsible for organising their own travel documents (e.g. passport, visa, health requirements) before travelling.

Please note that we are not liable if you or any person on your booking is refused to board, get denied at the countries‘ point of entry or charged a fine due to non-compliance with the airline or other governmental rules and regulations.
FlightIs there any meals included in my flights?Low cost airlines such as easyjet and vueling do not offer the ability to pre book inflight meals. However, these airlines generally do offer a trolley service on board where you can purchase any meals, snacks and drinks directly on your flight.
FlightWhat should I do if there is a spelling mistake in the name of my booking?All names on your booking confirmation must match the legal names on the travel documents that you and your party are travelling with such as passport or ID.
If the passenger’s names on your booking confirmation has been spelt incorrectly please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com immediately.

Please note that bookings are not transferable to any other person’s name and name changes may result in a fee.
FlightHow can I apply for special assistance?Please contact our Customer Service +44 203 808 376 0 or send an email to service@avigo.com if your require any special assistance at the airport or during your flight journey.
FlightIs there a seperate seat booked for my infant or child?Infants under 14 days old will not be accepted by the airline. Infants from 15 days to 23 months inclusive, must be included in your flight reservation during the booking process. Most planes have specific seats for adults travelling with infants, where infants can sit on adult’s lap with a special seat belt provided by the cabin crew.

If your child is 2 years or older, he or she will have an own seat like an adult.
FlightHow do I make a seat reservation on my booked flights?You can choose where you’d like to sit for a small fee. Seats can be chosen when you allready booked and receive your final travel documents directly on www.easyjet.com or www.vueling.com.
FlightCan I check in online?Flight-Online check in is quick and easy. You can do it online on www.easyjet.com or www.vueling.com. Please find more information on our airline webpage.
City TaxesWhat is the city tax rate for Paris?The City of Paris charges a tourist tax per person and per night. The amount varies depending on the type and category of accommodation:
• 5-star hotels: € 3.30 per person/night
• 4-star hotels: € 2.53 per person/night
• 3-star hotels: € 1.65 per person/night
• 2-star hotels: € 0.99 per person/night
• 1-star hotels: € 0.88 per person/night
This fee is charged directly by the hotel plus a 10% VAT and is not included in the room price.

Please note that we are informed about these fees by the hotel. They are subject to change and may vary based on the dates of your stay and the type of room you book.
City TaxesWhat is the city tax rate for Rome?The Rome Municipal Council charges a tourist tax per person and per night for a maximum of 10 consecutive nights. The amount varies depending on the type and category of accommodation:
• 5-star hotels: € 7.00 per person/night
• 4-star hotels: € 6.00 per person/night
• 3-star hotels: € 4.00 per person/night
• 2-star hotels: € 3.00 per person/night
• 1-star hotels: € 3.00 per person/night
This fee is charged directly by the hotel plus the current VAT and is not included in the room price.

Please note that we are informed about these fees by the hotel. They are subject to change and may vary based on the dates of your stay and the type of room you book.
City TaxesWhat is the city tax rate for Barcelona?The Authorities of Catalonia will charge a city tax per person and per night for a maximum of 7 consecutive nights in Barcelona. The amount varies depending on the type and category of accommodation:
• 5-star hotels: € 2.50 per person/night
• 4-star hotels: € 1.25 per person/night
• 3-star hotels: € 0.75 per person/night
• 2-star hotels: € 0.75 per person/night
• 1-star hotels: € 0.75 per person/night
This fee is charged directly by the hotel plus a 10% VAT and is not included in the room price.

Please note that we are informed about these fees by the hotel. They are subject to change and may vary based on the dates of your stay and the type of room you book.
PaymentsCustomer payments & depositAt the time of Booking, you shall be required to pay a deposit (or, where Bookings are made shortly before the Departure Date, the full balance), as detailed below:

Hotel Only Product:
Deposit:
(as a percentage of the total price): 25%
Balance:
shall be collected: 28 days before Departure Date
Full payment shall be collected at the time of Booking where the Booking is made:
5 weeks (35 days) or less before Departure Date


Package (flight inclusice products)
Deposit:
(as a percentage of the total price): 50%
Balance:
shall be collected:42 days before Departure Date
Full payment shall be collected at the time of Booking where the Booking is made:
8 weeks (56 days) or less before Departure Date

If, at the time of booking, you purchase through us any products in addition to a Hotel Only Product or Package including but not limited to insurance ("Additional Products"), you shall be required to pay the Additional Products in full at the time of booking.
Where a deposit has been paid, we shall take the balance payment when it falls due using the same method of payment used to pay the deposit (unless you tell us otherwise).
PaymentsCustomer payments MethodeWe accept MasterCard or Visa
TravelPassport, Visa, Immigration requirementsIt is your responsibility to check and fulfil any passport, visa and immigration requirements of each traveller, including children and infants, and to comply with any health formalities applicable to your itinerary. You should check the requirements for your specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Please remember that requirements do change and the length of time it is likely to take to obtain the appropriate passports and visas will vary so you must check the up to date position ahead of time before departure.

If you are a British citizen, you should contact the Passport Office to obtain up to date information on your passport requirements. If you are a non-British passport holder, you should obtain up to date information from the relevant Embassy, High Commission, Consulate or Passport Office for information on visa and passport requirements relevant to your travel arrangements and return to the UK, and the Embassy, High Commission, Consulate or Passport Office in the destination(s) or country(ies) in which you are intending to travel, prior to Booking. Please note that many countries require passports to be valid for at least six months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.
7.3 Please remember that special conditions may apply when you are travelling and you should check country specific embassy websites prior to Booking any travel arrangements.
BookingChange your bookingIf you want to change any part of your travel arrangements after your Booking, we will use reasonable efforts to make the change at minimal cost; however, it may not be possible. If it is possible to make the change, it will be subject to an administration charge of £50 per Booking, and payment of any further costs incurred as a result of the change. For flight inclusive Bookings, airlines normally regard name changes as a cancellation and rebooking, and any alteration may incur a 100% cancellation charge in respect of the air fare.
Any request for changes must be made by telephone or by email by the Booking Contact.
Most changes, including name changes and the transfer of a Booking to another person, can result in significant charges by our suppliers of up to 100% of the total price of the Booking. We therefore strongly recommend that you take out insurance which allows you to reclaim these charges in the event that any person in your party is prevented from travelling as a result of illness, the death of a close relative, jury service or other significant reason.
BookingCancel your bookingIf you or anyone in your travel party decides to cancel their Booking, the Booking Contact must notify us of the decision as soon as possible. While you may always contact our customer service under +44 203 808 376 0 with potential inquiries, Booking cancellations will only take effect from the day we are notified by email to service@avigo.com. A cancellation invoice will be sent to you within 24 hours of receipt of such email notification. If you do not receive a cancellation invoice within this time please contact us immediately in order to prevent any increase in cancellation charges.
ComplaintComplaint Mgt.We work hard to ensure that your arrangements run smoothly, but if you do have a problem whilst you are away, please notify the relevant supplier of the service in the first instance. If they are unable to resolve the problem, please contact our on-trip service +800 28 44 62 84 while still on location, and we will endeavour to assist you.
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Contact usCustomer ServiceAvigo Customer Service United Kingdom
CALL US +44 203 808 376 0
Our general opening times for calls:
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Public Holiday 8 a.m. to 7 p.m.
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Contact usOntripServiceContacting us when you are abroad
Please contact your resort representatives at the front desk for your questions regarding your reservation.
You should contact them first with any issues or requests or call our OnTrip Service Team +800 28 44 62 84
Our general opening times for calls:
Monday – Sunday 8 a.m. until 7 p.m.
Public Holiday 8 a.m. until 7 p.m.