Help and answers
Answers about booking, payment, changes and refunds, flights, hotels, Umrah and travel documents with Sky Luxury Travel.
Booking and paying
How do I book?
Flights and hotels can be booked online through the live search. For holidays, Umrah packages, groups or anything more involved, call, WhatsApp or message us and we’ll send a written quote. Nothing is booked until you agree to it.
How can I pay?
Online flight and hotel bookings are paid by card at checkout. Bookings made by phone, email or WhatsApp, and package bookings, are paid by UK bank transfer unless we agree otherwise. Always include your booking reference with a transfer. Our Payment page has the details.
Do I need to pay a deposit?
Sometimes. Where a deposit is possible, the amount and the date the balance is due are confirmed in writing when you book. Deposits are non-refundable. Otherwise, full payment is due at the time of booking.
Are prices guaranteed?
Prices from the live search are the current prices for those dates, but airlines and hotels can change them at any time until your booking is paid and confirmed. If a quoted price changes before then, we tell you and you can take the new price or get your money back.
Are taxes included?
Yes, flight prices include airline taxes and charges. Optional extras such as additional baggage or seats are shown separately where the airline charges for them.
Is my booking financially protected?
We are an IATA accredited agent (91203803). The protection that applies depends on what you book and who supplies it, so ask us to confirm it for your booking before you pay.
Changes, cancellations and refunds
Can I change or cancel my booking?
It depends on the fare or rate you booked. Most tickets and hotel rates are non-changeable and non-refundable; some allow changes for a fee. Contact us in writing as early as possible and we’ll tell you what the airline or hotel allows and what it would cost.
How long do refunds take?
Where a refund is due, we pay it once the airline or supplier has refunded us. This usually takes one to six months, and can take longer. An administration charge applies on top of any supplier penalties.
What if the airline changes or cancels my flight?
We’ll contact you when we’re told about it and set out your options, which can include an alternative flight or a refund, depending on the airline’s rules. If you hear about a change first, let us know straight away.
Flights
Can you book special assistance?
Yes. Tell us when you book, or at least 48 hours before you fly, if you need wheelchair assistance, have mobility needs or a dietary requirement, and we’ll pass it to the airline.
Where do I check in?
Online check-in is done with the airline, usually 24 to 48 hours before departure. Our airline check-in page links to each airline’s own check-in.
Can you book multi-city trips or groups?
Yes. The search handles multi-city trips for small parties. For groups of ten or more, or complicated itineraries, call or message us and we’ll price it.
Hotels
Do hotel rates include breakfast?
It depends on the rate. Each rate in the search shows its board basis (room only, breakfast, half board and so on) before you book.
Can I request a particular room?
Yes, tell us and we’ll pass the request on. Hotels decide room allocation on arrival, so requests can’t be guaranteed.
Can you arrange airport transfers?
Yes, for most destinations. Ask when you book or when you request a quote, and we’ll include the transfer in your price.
Umrah
What’s included in an Umrah package?
Usually return flights from the UK, hotels in Makkah and Madinah, transport between the cities and visa support. Your written quote lists exactly what’s included, with the hotels named.
Can you help with the Umrah visa?
Yes, we help with the application and tell you which documents you need. Saudi rules change, so we confirm current requirements with your quote. You remain responsible for meeting the entry rules.
When is the best time to go?
Umrah can be performed all year apart from the Hajj period. November to February is cooler. Ramadan is the most popular and most expensive time, so book as early as you can.
How far ahead should I book?
Three to four months ahead gives the best choice of hotels near the Haram. For Ramadan, school holidays and December, earlier is better.
Passports, visas and insurance
What documents do I need?
A passport valid for your whole trip; many countries require six months’ validity beyond your return date. You may also need a visa or travel authorisation. Check GOV.UK foreign travel advice for your destination; it is your responsibility to meet the entry rules.
Do you sell travel insurance?
No. We strongly recommend you buy travel insurance as soon as you book, covering cancellation, medical costs and travel disruption.