When will I receive my booking confirmation?
Your booking confirmation will be available immediately via our My Booking system where you can print or email your confirmation. Please read and check these carefully and notify us immediately if there are any errors. Your final travel documents will be made available via our My Booking system 14 days prior to your departure.

How do I access My Booking?
To login to the My Booking system, you require the following information:
1. Your booking reference (this has been sent to you by email).
2. The lead passenger surname.
3. Your departure date.
We will send you a one-time access code and hyperlink to access your booking. Once you have accessed your booking you have the option to view or print your relevant documents. Visit our security and protection page for more details on two factor authentication and how to protect yourself from fraud.

Why am I having issues accessing my booking?
Below is a list of helpful tips for accessing your booking:
1. Ensure there are no spaces before or after your booking reference, this should be a maximum of 9 characters.
2. Always type the lead passenger surname, your browser may try to auto populate this field for you.
3. Please ensure that the date field is typed in the correct format: DD/MM/YYYYY, for example 01/01/2023.
4. The one-time numeric code and hyperlink sent to your email address as part of the two factor authentication process are valid for 10 minutes. Depending on your email provider, there may be a delay in receiving this email and we also advise that you check your junk/spam folder. You can request for the code to be sent again if you have not received it.
5. If you are still experiencing issues please contact us for further assistance.

Why can I not view my documents?
Please ensure that your browser is not blocking pop ups, this can be managed by accessing your browser settings and searching for pop-ups or by selecting the red cross (if shown) on the top right hand side of the screen. You then need to select the option [always allow pop-ups and redirects from https://www.broadwaytravel.com] and select done.

What documents should I take with me?
We advise that you take your ATOL certificate, hotel voucher/s, flight tickets, boarding passes and any additional extras with you. These documents (final travel documents) will be available 14 days prior to departure.

Why are my final travel documents not available?
Your final travel documents will be made available 10 days prior to your departure however, if you cannot email or view them at least 5 days prior to departure then please contact us to request them to be sent via email

Can I get my final travel documents by post?
You can choose between two options:
Silver package (£7.50 per booking): Your final travel documents will be posted second class 14 days prior to departure. This will include all documentation required to travel excluding boarding passes.
Gold package (£12.50 per booking): Your final travel documents including boarding cards (where applicable and accessible) will be posted first class 14 days prior to departure.
Please note that we are unable to post your documents if you are departing within the next 14 days.
To purchase this service, please contact our Customer Support Team on 0191 228 4884 or on our contact us page on our website.

Why does the hotel voucher only show my name and not the other passengers?
The hotel only requires the lead passenger name for each room to make the reservation. Your hotel voucher will show the number of confirmed passengers, your arrival date and all other essential details. All the other passenger names should be detailed on your booking confirmation and need to be checked for accuracy.

How do I find current travel advice for the country I am travelling to?
We want everyone to be safe when they go on holiday so recommend that you check the latest travel advice for the destination that you are travelling to. As each country has their own entry regulations and because restrictions and guidelines can change, we advise that you check the Foreign & Commonwealth office website prior to travel so that you are aware of any documentation required, security and local laws as well as passport and visa information.

See gov.uk/foreign-travel-advice for the Foreign & Commonwealth Office advice about individual destinations.

See gov.uk/travelaware or follow on Twitter and Facebook.

See Travel Health Pro for current travel health news and up to date advice on staying safe and healthy abroad along with details of any vaccinations required.

Useful tips about planning and booking your holiday are also available on the ABTA website. 

When do I find out the name of my hotel?
If you have booked accommodation on arrival, we will advise you 2 days before departure which accommodation the supplier has allocated you.

Do I need to provide additional passenger information (API)?
Most airlines now require you to provide additional passenger information (API) prior to you boarding the plane. If your airline requires online check-in you will need to submit this information prior to travel. For any ticketless airline, the information required will be taken from you at the airport on the day of your departure.

How much hand baggage can I take?
Your hand baggage allowance will depend on the airline that you are travelling with. We recommend that you check this with the airline prior to travel. We cannot be held responsible for any items that exceed the weight/dimension allowance. 

What is my baggage allowance?
If you have booked hold baggage your documentation will advise you of the allowance. If there is no mention of hold baggage, this means that only hand baggage is included. The allowance differs depending on the airline that you are travelling on. We recommend that you check this with your specific airline prior to travel as we cannot be held responsible for any items that exceed the weight/dimension allowance. If you would like to add hold baggage, please access your booking to request a price, alternatively email us and we will be happy to assist.

How do I find current health advice for the country I am travelling to?
As well as health information on the Foreign & Commonwealth Office website, you can visit the Travel Health Pro website for general information, required vaccinations, details for malaria, the Zika virus and other health risks as well as up to date news. We advise that you check regularly for any updates and if necessary, seek advice on recommended vaccinations and precautions from a health professional - either a GP, a practice nurse, a pharmacist or a travel health clinic - ideally at least eight weeks before departure.

Do I require vaccinations?
Most countries do not require you to have any compulsory vaccinations, however we would recommend that any time you travel you seek the advice of your own doctor. Further information can be found on the NHS website.

What do I do if any details are incorrect?
If there are any details on your travel documentation, tickets or vouchers that are incorrect, you can either notify us either by accessing your booking or email us as soon as possible. Please note that the suppliers may charge amendment fees for any changes and you will be advised of these once you have submitted your request.

Can I add special requests to my booking?
If you would like to add a special request to your booking, you can do so by accessing your booking or emailing us and we will be happy to assist.

Can I add extras to my booking (e.g.: flight extras, transfers, insurance, attraction tickets, parking or lounge)?
If you would like to add any extras to your holiday such as transfers, travel insurance, attraction tickets, car hire, airport parking or an airport lounge, you can request this via accessing your booking or alternatively, you can email us and we will be happy to assist.

How do I cancel or change my holiday?
Due to security, all cancellation or amendment requests must be from the lead passenger only. We can look into making changes to your holiday including amending the dates, destination, board, rooms, hotels or passenger names. If you would like to cancel your holiday or any aspect of your holiday you can request this either by accessing your booking or alternatively, you can email us directly. Please be aware that cancellation charges may apply.

Can I cancel my hold baggage, in-flight seats, meals and sports equipment?
No, unfortunately, any extras added to your flight are non-refundable.

I want to make a payment to my outstanding holiday balance
You can make secure online payments towards your holiday at any time. Simply log in to My Booking and select the ‘make a payment’ option. You can also pay over the phone by calling our team on 0191 228 4884.

Can I change my payment details or due dates?
To see if you can change any of your payment options or due dates, please call our team on 0191 228 4884 and they will be happy to help.

How can I check what payments I have made?
On your travel documentation, it will show you how much you have paid and how much is outstanding. If you want a more up to date payment history, you can view this by simply logging into My Booking. 

What payment methods do you accept?
We take all major UK debit & credit cards including Visa debit/credit, Mastercard debit/credit and American Express as well as payment by bank transfer. There are no card fees when paying by credit or debit card. Please note that when paying by bank transfer, the funds must be cleared by the payment due date and your booking reference should be detailed as the payment reference.

How do I check in for my flight?
Your options depending on who you are flying with. Some airlines allow you to check in online prior to your departure whilst others only offer check-in at the airport. Please refer to your travel documentation or the list of airlines/flight suppliers below.

How long do I need to have left on my passport?
Different countries have different rules on how long passports must be valid for. Since the UK left the EU, if you are travelling to Europe your passport must be issued less than 10 years before the date you enter the destination country and valid for at least 3 months after the day you plan to leave. For all queries and up to date information on passports and passport validity, please visit the gov.uk website.

Do I need a visa?
You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates. Please visit the Foreign & Commonwealth Office website which has up to date information of all visa and entry requirements for the country that you are travelling to.

I require assistance at the airport
If you require assistance, ranging from using a wheelchair at the airport, through to help boarding or disembarking the aircraft, please complete this form.

Do I require travel insurance?
Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses.

If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available. If you have not yet purchased travel insurance, this can be taken out at any time before travel, however we advise that you take it out as soon as possible. You can request a quote from us via our Manage My Booking system. More information about the importance of having a comprehensive travel insurance policy is available on gov.uk/travelaware.

Do I have to pay city/resort/tourist tax?
Some destinations impose additional taxes and charges such as tourist city/tourism taxes or compulsory resort fees. These are additional fees which are payable either directly to your accommodation on arrival or departure or at the airport on your return. You are responsible for paying these taxes and charges locally. Please be advised that these additional charges are not included in our quotes unless otherwise stated and we have no liability to you for these. See below as a guide to the taxes and charges, but please be aware that these are subject to change.

Do I need to pay a deposit at my hotel?
Some hotels require a deposit on arrival. If a hotel requires a deposit this will be on your accommodation voucher. Please be advised that this is out of our control.

Can I return early from my holiday?
We can try to assist you with either amending your existing fight or booking you a new flight home. You can email us or contact our 24/7 in-resort team on +44 1582 797 300 (international phone charges may apply).

Can I extend my holiday?
We can try to assist you if you want to extend your holiday. You can email us or contact our 24/7 in-resort team on +44 191 228 4888 (international phone charges may apply).

What should I do in case of an emergency whilst on holiday?
If you require medical care in resort you will need to contact your travel insurance so that they can provide support and assistance.

Multi-contract package holiday
If you have a problem with your hotel and have a multi-contract package holiday (check your ATOL certificate package protection), you are advised to speak to the hotel themselves in the first instance, as they may be able to solve any issues that you have whilst you are there. If you cannot resolve the issue or need to speak to us about a different problem, you can contact our 24/7 in-resort team on +44 191 228 4888 (international phone charges may apply.

Single-contract package holiday
If you have a problem with your hotel and have a single-contract package holiday (check your ATOL certificate for package protection), you need to ensure that you speak with your in-resort representative. Please speak to reception and check the notice boards around the hotel as they will often display your reps visiting times and contact details. If you cannot resolve the issue or need to speak to us about a different problem, you can contact our 24/7 in-resort team on +44 191 228 4888 (international phone charges may apply.

Do I need to re-confirm my return transfer?
Yes, please refer to your transfer voucher and read all the departure instructions. You will need to call the local office to re-confirm your departure time 24-48 hours before your return flight home. Failure to do this could result in your transfer not collecting you.

How do I contact you if I need assistance?
We offer in-resort telephone support, 24 hours a day, 7 days a week to assist with any problems that you may have whilst on holiday. If you have an issue with the hotel, we advise to first speak to the hotel management, as they should be able to help you resolve any problems there and then. If not, you can contact our in-resort team on +44 191 228 4888 (international phone charges may apply).

Ready to book again?
Great – we would love to help you find your next perfect holiday and can help you at whatever stage you are at. Whether you are just dreaming about your next trip and don’t know where to go or you have already made up your mind, just give us a call. See our Contact Us page for our details.

Need to make a complaint?
If you need to make a complaint, you must raise it immediately whilst in resort with the hotel, supplier or accommodation provider as they may be able to resolve any issues there and then. Failure to do so will limit our ability to investigate any issues that you may have. If you still remain dissatisfied upon your return, please email us within 28 days of your return to the UK and we will endeavour to assist you in our capacity as an agent by liaising with the hotel, supplier or accommodation provider on your behalf.

Problem with your baggage?
You need to report any lost or damaged baggage before you leave the airport terminal building. You will be required to compete a PIR (property irregularity report) which you will need to keep for any insurance claim.

How did we do?
We appreciate hearing both positive and negative feedback as it helps us improve your overall holiday experience. Please email us with any feedback you may have.

Is my holiday protected?
Yes, we are members of ABTA (No: 17088) and are part of the ATOL scheme (No: 3634).

What other cover do you offer?
If you book a package holiday with us, you will also benefit from comprehensive protection offered by the European Package Travel Regulations which came into effect on 1st July 2018. These entitle you to assistance, compensation, price reduction and refunds. To see more about what this covers, you can view your package travel rights

I have received an email or phone call from someone claiming to work for Broadway Travel - what should I do?
Sadly, online and telephone fraud is on the increase and we know that some of these scams involve people trying to defraud others by pretending to work for legitimate companies, contacting people by phone, texts or via email.

We urge all of our customers to be vigilant. If you are unsure whether the person you are dealing with is from Broadway Travel, we advise that you end the conversation immediately and contact us via the official contact details that we display on our website and not via any contact number provided by the caller or third party website.

Phishing emails are often a method used to scam people encouraging you to click on links or pass over personal information. All of our emails are sent from a @broadwaytravel.com. If you receive an email from anyone using an email address that has broadway travel elsewhere in the name, this will not be an email from us and we advise that you report this immediately to the Suspicious Email Reporting Service (SERS): report@phishing.gov.uk. You should only reply to emails that have come from a @broadwaytravel email address. If you are in doubt, contact us via the official contact details displayed on our website.

If you are online, you should be aware that there are often scam websites encouraging you to pass over your personal or financial details or that download viruses to your computer. You can check the security of a website by checking that the URL is correct and not misspelt, look for a padlock in the address bar, that full contact details of the company are supplied, use a credit card for payment which offers increased security and check your credit card statements regularly. 

If you do receive a suspicious call or email from a third party or think that you have been a victim of fraud, we suggest that you contact Action Fraud either visiting their website or calling on 0300 123 2040.

What does ABTA mean?
ABTA has been offering advice and guidance for over 65 years. ABTA and ABTA members help holidaymakers get the most from their travel and assist them when things do not go according to plan. We are obliged to follow and provide a high standard of service as set out in the ABTA Code of Conduct. For more information about this and the benefits of ABTA’s ADR (Alternative Dispute Resolution), you can visit the ABTA website. Our ABTA number is 17088.

What does ATOL mean?
The ATOL protection scheme means that you are financially protected and would not lose money or be stranded abroad in the unlikely event of our failure or the failure of one or more of your service travel providers. Many of the flight and flight inclusive holidays on this website are financially protected by this scheme. Our ATOL number is 3634. For more information about the scheme and what is covered, you can visit the CAA website. For any holiday that is covered under the scheme, you will receive an ATOL certificate after the booking has been confirmed. Please see our booking conditions for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate. ATOL protection does not apply to any hotel only bookings that do not include a flight.

We have added an extra layer of security to ensure that your details are protected. This means that when you login to our My Booking system, we will send you an email with the option of using either a one-time access code or an access link. The email will be sent to the email address given by the lead passenger at the time of booking. If you prefer, you can call us if you have any queries about your booking. Broadway Travel will never ask you for the one-time access code or for you to send us the access link. To ensure that your details remain secure, we advise that you never pass these details onto anyone else. If you are having trouble receiving the email, please check your junk folder.

Please note the one-time access code or access link are only valid for 10 minutes after which they will expire.

I have received an email or phone call from someone claiming to work for Broadway Travel? 

Please visit Booking Security & Protection for further information. 

Who are Broadway Travel?
We’ve been providing the best value deals for holidays and city breaks since 1948 and we’re confident enough to say that we know our stuff. Founded over 75 years ago, our independence and decades of experience allow us to be totally unbiased when choosing our travel industry partners and it’s these trusted relationships that allow us to obtain exclusive discounts and the best deals. Check our About Us page for more information.

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Want to Unsubscribe?
You can unsubscribe from our newsletter by clicking the link at the bottom of any of the newsletters that we have sent you. You can choose to take a break for a few months if you just want to stop receiving them for a while, you can also choose to change how many emails you receive from us or you can unsubscribe completely.

What times can I contact you?
Our opening times can be found at the top of all our website pages and are updated frequently.

I need to talk to someone about my booking?
If you have already booked a holiday and wish to speak to us you can either email us or alternatively you may find your answer within our FAQ's.

Need to write to us?
Our address is: Amber Court, William Armstrong Drive, Newcastle upon Tyne, NE4 7YA.

Don’t worry, you can email us and our friendly team will get back to you as soon as possible.