Winter in the City
Your Questions Answered
• Is my holiday safe and covered? DERTOUR is ATOL protected by the Civil Aviation Authority. Our ATOL number is 1839. DERTOUR is also a member of the ABTA Travel Association, which means assurance, choice, value, and high levels of service.
• When will I get my documentation? Tickets will be sent approximately 10 days prior to departure by either email or post. If you have not received your documentation 7 days prior to travel, please e-mail
ticketing@dertour.co.uk clearly stating your booking reference, name and date of departure in the subject line.
• What happens if there is a schedule change? If an airline advises DERTOUR of a schedule change we will notify you of any changes over 1 hour. Depending on your chosen method of communication this will be either by e-mail, post or phone.
For changes between 1-4 hours we will send you a new confirmation showing the new flight details. For changes between 4-8 hours we will send you a new confirmation showing the new flight details and will request that you contact us within 14 days of notification if you require further assistance. If we do not hear from you within 14 days we will consider this as an acceptance and any further changes will be classed as a voluntary amendment and charges will apply. For changes over 8 hours we will send you a new confirmation showing the new flight details and will require you to contact us to discuss further details. We will not re-confirm your ticket until you have instructed us to do so.
If you wish to accept a schedule change you can do so by e-mailing us at
ticketing@dertour.co.uk.
Please note: we encourage you to utilise CheckMyTrip. com to check your flight details 72 hours prior to departure. This is a free online service where you can check the latest flight scheduling information, as provided by Amadeus. To use this service, you will need your Amadeus booking reference (PNR) shown on your ticket and the lead passenger surname.
• Tickets Most tickets are electronic (e-tickets) with the exception of rail tickets with data being stored electronically on suppliers’ systems. You may access your flight booking online by logging to
CheckMyTrip.com and will be able to retrieve your booking by entering the airline locator number (alphanumeric and six digits), which is shown on your ticket and the lead passenger name. Please reconfirm onward flights with the airline locally to ensure that your departure times are correct. Airlines may from time to time change their flight schedule and it may not be possible to advise you once you have departed the UK.
• How do I cancel my booking? We require all cancellations in writing by e-mail or post. Please check our booking terms and conditions for cancellation charges, but please note that it will not generally be possible to cancel your holiday without losing a percentage of your holiday (see our Terms and Conditions). We therefore strongly recommend you take out suitable insurance to cover you for possible eventualities that would require you to cancel your holiday.
• Can I change my flight booking? Most flight tickets are not refundable or changeable. If your flight ticket states ‘non-refundable’, you may still be able to make a change subject to the airlines terms and conditions. If your flight states “non-changeable and non-refundable”, then it will not be possible to make any changes to your flight booking.
• Can I pre-book my seats on my flights? Many flights offer a chance to pre-book seats before departure. This can be done by selecting the ‘online-check in’ option on airlines’ homepage and is usually available
within 23 hours of the flight departure. Low cost carriers offer a chance to utilise ‘Priority boarding’ for a fee. We can book this for you but usually charge a handling fee for the service. We, unlike many websites, always try to book one item of hold baggage per person for each section of the flight.
• Who do I contact for general enquiries about my booking? For general enquiries, including seating, baggage and meal requests, cancellations and amendment queries, please email
tours@dertour.co.uk, clearly stating your booking reference, name and your date of departure in the subject line or call us on 08454 683 935.
• What is the baggage allowance for my flight? Your allowance will usually be shown on your e-ticket or/and your itinerary. If you are unsure about baggage allowance please email us on
ticketing@dertour.co.uk, clearly stating your booking reference, name and your date of departure in the subject line or call us. Please note some airlines do not include any free baggage allowance and may charge for hold baggage at check-in (this usually applies to low cost carriers).
• Does my flight baggage allowance include hand luggage? No it doesn’t. 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. If you are taking hand luggage please 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.
• Can I make rail reservations? We would normally reserve you a seat as requested. The majority of rail tickets can be used on any train on that route (not Thalys/ Eurostar). Please contact us if you require any further details.
• Vouchers Please note all documentation should be taken with you on your trip. Although some suppliers do not require the voucher to be presented on arrival, the majority will require this as form of payment. For customers with pre-arranged tours or transfers it is advisable that you reconfirm pick- up/drop-off times with the supplier locally.
• Credit cards Please note that credit card use is not as widespread as is in the UK. We would advise you to check in hotels, restaurants and shops that your credit card can be used (useful phrase: ‘Kann ich hier mit Kreditkarte bezahlen? - do you accept credit cards?).
• Are there different styles of beds in Germany, Austria and Switzerland? Yes they are. Twin-bedded rooms may consist of two mattresses and one frame or two separate beds. The majority of twin rooms are usually two mattresses and one bed-head; however we are always more than happy request separate beds but won’t be able to guarantee any requests. Single rooms may not always offer the same facilities as twin rooms. Double rooms are standard-sized rooms with one king-or queen sized mattress and one frame.
• Are there any extra charges for hotels? Your confirmation invoice will list your hotel booking and its components. Some towns require the payment of a local Kurtaxe usually around 2 Euros per person per day. We will make every effort to advise you of this at the time booking. Some cities are introducing a local culture tax. We will advise at the time of booking.
Stuttgart, Germany Paris, France
Strasbourg, France
For more for information visit
dertour.co.uk/contact-us Booking hotline 020 7290 1111
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