Frequently Asked Questions

In order to get going on holidays as stress free and enjoyable as possible, we have compiled a list of commonly asked questions our customers want answers to. So whatever you're thinking about booking with us, you've booked and you're waiting to go or even if you just come back from your holiday, hopefully we will have the answer for you.

If you still can't find what you've looking for, please contact one of the friendly travel professionals at our Call Centre, who will endeavour to help with your query.

Name Changes, Amendments And Cancellations Back to categories

How will I know if my booking has been cancelled?

A cancellation invoice will be sent to you or your travel agent within 7 days of receipt of your written cancellation. If you do not receive this please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our web-site under manage your booking, Manage Your Booking.

If I have to cancel my booking how do I need to inform yourtravelshop.com?

If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. Please send your written confirmation of cancellation either by email to salescancel@kuoni.co.uk or by post to Kuoni Travel, Kuoni House, Dorking, Surrey, RH5 4AZ A cancellation invoice will be sent to you or your travel agent within 7 days, if you do not receive this please contact us immediately in order to prevent an increase in charges. You may also check your booking has been cancelled on our web-site, www.kuoni.co.uk. 

If I have to cancel my booking what would the costs be?

If you or anyone on your holiday booking decides to cancel the holiday, the lead name must notify us of the decision as soon as possible. Any notification by telephone must also be confirmed in writing or by e-mail within 24-hours by the lead name. Cancellation will take effect from the day we are notified provided that written confirmation is received by us within 24-hours of the original notification. The following scale of charges will be payable depending on when the notification of cancellation is received Period prior to departure that Cancellation charge per person cancelling notice of cancellation is received by Kuoni 

Prior to 61 days loss of deposit 
60 – 42 days: 50% of total holiday cost 
41 – 33 days: 60% of total holiday cost 
32 – 15 days: 90% of total holiday cost 
14 days or less: 100% of total holiday cost 

NB In certain cases the airline may have applied certain ticketing deadlines to your booking and this may result in higher cancellation charges, so please enquire for details at the time of booking. Amendment charges are not refundable in the event of cancellation. We would strongly recommend that you take out appropriate travel insurance which provides cover against loss of deposit or cancellation fees.

Can I make changes to my holiday once it is booked?

If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not always 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. To see if it is possible to make your required change to your holiday please contact our After Sales team on 0208 554 7070 or by email sales@yourtravelshop.com and they will be able to advise you if your change is possible and what costs are involved to make this change.

I am now unable to travel on my holiday, is it possible to change the name on my booking to another person?

If a person named on a booking is prevented from travelling as a result of illness, the death of a close relative, jury service or other significant reason, we will agree to that person’s booking being transferred to another person (introduced by you) who satisfies all the conditions applicable to the package, subject to both persons accepting liability for full payment of the holiday cost and all costs and charges incurred by us and/or incurred or imposed by any of our suppliers in order to make the transfer. Any name change made will be subject to approval by our suppliers.

An administration charge will be made of £50 per person for requests made more than 61 days before departure, and £100 per person within 61 days before departure. In addition for flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.

If all passengers on the booking are unable to travel this would be classed as a cancellation and we would not be able to assist in changing names on the booking.

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