If you have booked a tailor-made holiday with us (this is where we are the tour operator and your Iglu booking reference number will be preceded by the letter ‘T’), you will have separate travel documents and vouchers for each element of your booking.
On occasions, when booking a tailor-made holiday with us, your travel arrangements may be out of date range.
This means, that we will confirm the price and the dates with you at the point of sale. But any travel arrangements that aren't available to book with our supplier at the point of sale will be confirmed at a later stage by our ‘Out of date range’ team (OODR Team).
Flights
Flights will be the most common element of our tailor-made packages that are often not available to confirm until a later date. Currently, our OODR Team is confirming flights 6 months prior to departure. Please be aware that during busy times, this time frame may change.
Once the flights have been confirmed you will be able to view the full flight details by logging into My Booking. The team will also send an updated booking confirmation email.
Flights can be indirect and can have up to a 6-hour stopover. Your flight seats will not be booked at this time.
Flights are booked in economy unless you have discussed another class of fare with the sales agent at the time of booking.
If you wish to upgrade your flight once the booking has been made, please contact our Customer Care Team who will be able to assist you and provide you with a quote.
Booking seats - this can be done once the flight has been ticketed. The time frame in which your flight is ticketed can vary, but our team will aim to ticket your flights 45 days prior to departure. Once your flights have been booked, the team will add the full flight details to your booking, including your unique airline reference number. Once you have this you can look at booking seats. Please see our article Can I pre-book my flight seats for more information on how to do this.
Hotels
Hotels will be confirmed as soon as possible. This is generally 6 months prior to departure. The room type will be a standard room. And unless otherwise stated or requested at the time of booking, it will be on a room-only basis.
Once the hotel has been booked the full information will be added to your booking by our OODR Team. You will be able to view the details by logging into My Booking. The team will also send out an updated booking confirmation email.
Please discuss any room upgrades with the sales agent at the time of booking. If you wish to upgrade your hotel once the booking has been made, please submit a Customer Contact Form, and our Customer Care Team who will be able to assist you and provide you with a quote.
Please note that we have worked hard to source the best hotels for our customers, and will book hotels from our preferred hotel list.
We can look at alternative hotels if you have a specific hotel in mind. However, we will take no responsibility for any issues you may encounter regarding standards, etc.
Transfers
Your transfer information will be sent to you approx. 7-10 days prior to travel (along with other travel documents - please see our article Tailor-made Booking - Travel Document guidance).
Please read the information regarding transfers very carefully. The procedure for meeting your transfer will vary by destination.
Please pay attention to any emergency telephone numbers that will be detailed on your transfer voucher. You will need to call this number if you have any transfer issues when in resort.
Some transfers require re-confirming shortly before your transfer date.
Excursions
Excursion information will be sent with your tickets 7-10 days prior to departure. The voucher will also have important information regarding your trip and where you need to go, along with any contact telephone numbers should you need them once in resort.