Frequently asked questions

If you have a query regarding flyglobespan's flights, holidays or services, require information about your booking, or need help with using our website, you should find the answer in our Frequently Asked Questions. If you can't find the information you need, you can always contact us.

• • Do I receive tickets? Is this a ticketless flight?
• flyglobespan operates a ticketless service. To check-in you should be in possession of your confirmation number and personal identification.
• • The flight prices have gone down since I made my booking - can I claim a refund of the difference?
• No, as our fares work on a fluid pricing structure, prices may increase or decrease depending on various factors such as market trends and passenger loads.
• • Does flyglobespan offer a loyalty scheme?
• No, flyglobespan do not currently operate a Frequent Flyer loyalty scheme.
• • My flight times are longer than they should be - is there a transit stop?
• In order to maintain the high load factors required to offer competitive fares, some flights may have a transit stop. Our timetables display all flights with a transit stop.
• • What is the deposit for flyglobespan bookings?
• Flight only bookings to Europe and Egypt must be paid in full at the time of booking. European and Egyptian holiday package deposits are £50 per person. Deposits for all other destinations, flight only or package, are £75 per person.

• • Can I change my flight?
• Date changes can only be carried out once on any booking. Changes can be made up to 7 days prior to the original departure date. An amendment fee of £25 per person per single flight for European and Egyptian bookings and £35 per person per single flight for all other destinations. Any fare increases will be payable at the time of date change. Destination changes are not permitted.
• • Can I change a name on a booking?
• Names may be changed up to 48 hours prior to departure. Amendment fees of £20 per person per single flight to Europe and Egypt and £35 per person per single flight for all other destinations will be charged. Name changes may only be permitted on a round trip basis. Changes made by telephone are £25 Europe & £40 outwith Europe.
• • How do I cancel my flight?
• Cancellations can be carried out online by viewing your booking within the 'manage your booking' area or by calling our Amendments Department (+44) 131 466 7609. The charges vary depending on the type of booking and period of notification. Details of our cancellation charges are available within the Manage Your Booking section.
• • Am I entitled to a refund of any unused flights?
• Unused flights are non-refundable.
• • If I miss my flight can I transfer to the next day?
• No, date changes are not permitted within 7 days of departure.

• • How do I pay my balance?
• If your booking has been confirmed the balance will be taken automatically 10 Weeks prior to your date of departure (date detailed on your confirmation email), from the card used to pay the initial deposit.
• • Can I pay my balance online?
• No, this facility is not available. Your balance will be deducted automatically on the due date from the card used when paying your deposit.
• • Flyglobespan advertise deposits of £75pp on long-haul flights. How do I qualify for this low deposit?
• Short-haul and mid-haul flights are payable in full at the time of booking. Long-haul flights qualify for a low deposit of £75pp if booked 10 weeks (70 days) before departure. The balance of the booking is taken from the payment card automatically 10 weeks before departure.
• • Flyglobespan advertise deposits of £50pp & £75pp on holidays. How do I qualify for this low deposit?

• Short-haul and mid-haul holiday packages qualify for a low deposit of £50pp if booked 10 weeks (70 days) before departure. The balance of the booking is taken from the payment card automatically 10 weeks before departure.

  Long-haul holiday packages qualify for a low deposit of £75pp if booked 10 weeks (70 days) before departure. The balance of the booking is taken from the payment card automatically 10weeks before departure.

  Please note that all holiday bookings are subject to £1pp charge to cover the cost of 'ATOL Protection Contribution (APC)'.

• • What is ATOL Protection Contribution (APC)?

• The ATOL Protection Contribution (APC) is a £1pp contribution ATOL travel firms pay into a protection fund called the Air Travel Trust (ATT). The fee is payable at the time of booking and is required as part of the ATOL protection scheme. Find out more on the CAA website.

• • What do I do if I want to use a different payment method or card?
• Please contact Credit Control 7 days prior to due date on (+44) 0131 229 9663.
• • I want to pay by cheque, is this possible?
• Yes. This must be received 10 days prior to the balance due date. Please ensure your booking number is included with your cheque. Make cheque payable to the Globespan Group PLC. Post to:
  Credit Control
  Atlantic House
  38 Gardners Crescent
  Edinburgh
  EH3 8DQ
• • Will I receive a receipt upon payment?
• No, Globespan operates a paperless service, therefore no receipts will be issued. Please verify all transactions with your bank, which will show Globespan beside the transaction.
• • Am I able to view my payment on the web once the balance has been taken?
• No. Please refer to your bank statement, which will show the transaction with the Globespan reference. If a balance transaction has been unsuccessful, you will receive an email to advise of this. If you have problems paying the balance please contact the credit control department.
• • My balance due date has passed, I have not had any correspondence and the transaction is not showing on my bank/credit card statement. What should I do?
• Debit/Credit card transactions can often take 3-5 working days to update, depending on your bank. For further clarification please contact credit control on (+44) 0131 229 9663 option 1.

• • How do I reconfirm my flights?
• Flights may be reconfirmed by viewing your booking online or by calling our Reservations Centre on 0871 271 0415. From outside the UK please call (+44) 141 332 3233.
• • Why is it important that I reconfirm my flights?
• Due to operational reasons we may find it necessary to alter your scheduled flight times. If this occurs we will make every effort to notify you in advance. As these changes can occur at the last minute we may not be able to contact you. Reconfirmation will allow you to check the most up to date times and is a condition of carriage.

• • Does flyglobespan offer online check-in?
• No. Check-in is currently only available at the airport.
• • How many hours before my flight do I have to check-in?
• Check-in opens 2 hours and closes 40 minutes prior to departure for European and Egyptian flights. For all long-haul destinations check-in will open 3 hours and close 1 hour prior to departure.

• • What type of ID do I require to travel with flyglobespan?

• Adult Passengers:

  A valid passport or a valid government issued National Identity Card issued by a European Economic Area (EEA) country is acceptable for carriage between EEA countries.

  Child & Infant Passengers

  A valid passport is required. Furthermore, children who are under 16 years (including infants) who do not have their own passport can only travel if accompanied by the parent on whose passport they appear. All British passport holders, including children, travelling to the USA under the Visa Waiver Programme will need their own machine-readable passport. For full details please check with the UK Passport service. In some instances children of 18 years or under travelling without their parents may require written consent from their parents to travel.

• • Do I need a Visa to enter the United States?

• The US Visa Waiver Programme allows British Citizens to enter America without requiring a visa. To qualify all adults, children and infants must be in possession of their own valid British Citizens machine-readable passport valid for the duration of stay in the United States.

  Please be aware that the USA has changed its entry procedures for travellers to the USA under the Visa Waiver Program, and has introduced an Electronic System for Travel Authorisation (ESTA).

  From 12 January 2009 it will be mandatory for all eligible visitors to apply for a Travel Authorisation at least 72 hours in advance of travel. This form will replace the old I-94 system for entry and can be filled in online. There is no fee involved.

  ESTA is a US Department of Homeland Security initiative and applies to all visitors to the USA who qualify for the US Visa Waiver Programme. British Citizen passport holders usually qualify, and therefore must register through ESTA before they travel. You can check the eligibility of your Passport here: http://www.usembassy.org.uk/cons_new/visa/visa_wizard.html

  For further information on ESTA visit http://www.visitusa.org.uk/visitors/esta.aspx

• • Do I need a Visa to enter Egypt?

• British and other EU nationals travelling to Sharm El Sheikh for up to 14 days, do not require a visa, they shall receive a free entry permission stamp upon arrival. If your stay is over 14 days or you intend to leave the resort a visa is required and can be obtained on arrival at Sharm El Sheikh airport for approximately £15 or by applying to the consulate by downloading the visa application form: http://www.egyptianconsulate.co.uk/visa22.pdf

  If you are travelling to Hurghada you must obtain a visa which can be obtained on arrival at Hurghada airport for approximately £15 or by applying to the consulate by downloading the visa application form: http://www.egyptianconsulate.co.uk/visa22.pdf

  All passports must be valid for at least 6 months from the date of travel.

  You may have difficulties leaving Egypt with an out of date visa. You will not normally be allowed to leave if the visa is out of date by more than 14 days. For visas and further information on entry requirements, check with the Egyptian Embassy in your country of residence. Egyptian Representation in the UK.

  Evidence of an AIDS test is required if you are applying for a work permit.

  5,000 Egyptian pounds is the maximum amount of local currency you are allowed to bring in or take out of Egypt. There is no limit to the amount of hard currency that you may bring in, but sums that exceed USD 10,000 should be declared on arrival. Egyptian currency should not be sent through the post.

  Certain valuables such as electrical equipment, video camera etc must be declared on arrival. Electrical items noted in passports must be produced on exit from the country. Failure to do so will result in payment of high rates of customs duty. It is advisable to contact the Egyptian embassy in your country of residence for specific information regarding customs requirements

• • Do I need a Visa to enter India?
• All UK passport holders must have at least 190 days left on their validity at the time of entry into India. All UK Passports holders must also obtain a Visa in advance of travel from the Indian Consulate. It is highly recommended that this is applied for with as much notice as possible and these are valid for 6 months from date of issue. Web address for more information is http://www.india.gov.in. All other passport holders need to contact their own consulate for up to date information.
• • Do I need a Visa for other destinations?
• This varies depending on the type of passport you hold and the country you are travelling to. Please refer to the consulate of your destination country for advice.
• • I am a Greek National. What extra information should I be aware of?
• From the 1st January 2007, all Greek passports issued prior to the 1st January 2006 will be no longer valid, regardless of their date of expiry. In addition any Greek passports which are not machine-readable and/or do not have an integrated biometric chip are no longer valid. flyglobespan recommends that all Greek Nationals who do not hold a machine-readable passport with a biometric chip issued on or after the 1st January 2006, contact their nearest Greek Embassy for further advice. A Greek National Identity Card shall continue to be accepted for travel within the EU. However any Greek national intending to travel out with the EU, will require a machine-readable passport with a biometric chip issued on or after the 1st January 2006.
• • How many months do I have to have left on my passport?
• This varies depending on the country you are travelling to. Please refer to the consulate of your destination country for advice.

• • What is flyglobespan's policy on the carriage of unaccompanied minors?
• flyglobespan regrets that we are unable to accept unaccompanied children under the age of 16.
• • Can I bring infant equipment, for example a buggy, pram or travel cot?
• Baby/child car seats are allowed on board the aircraft, ONLY if a seat has been purchased for the infant. All other baby/child seats will be carried as checked-in baggage but will not be included as part of your allowance i.e. carried free of charge.
• • Can I take baby milk/baby food onboard?
• Yes, as long as the quantities carried are in accordance with current airport restrictions. Please see the Airport Information page for links to the official airport website relevant to your journey.
• • Do you provide basionettes onboard for infants?
• No, basionettes are not available onboard flyglobespan aircraft.
• • What are the restrictions on expectant mothers?
• Expectant mothers may travel up to and including the 27th week of their pregnancy. They may also travel between the 28th and 35th week with a doctor's medical certificate confirming that they are fit to fly (in addition all travel must be completed within this period). Pregnant women are not accepted for travel on or after the 36th week of pregnancy.

• • Can I pre-book my seats on a flyglobespan flight?
• Once your booking is confirmed, seats can be pre-booked by viewing your booking online. Please note restrictions and charges may apply.
• • Who can purchase extra legroom seats?

• Extra legroom seats on our planes are emergency exit & bulkhead seats. They can be purchased via 'your booking' once you have booked your flights.

  Passengers occupying these seats must be over the age of 16, able and willing to operate the emergency exit.

• • How much does it cost to pre-book my seats?
• Seat selection is complimentary for all Business Class passengers. Passengers flying within Europe & Egypt, US Transatlantic Premium Economy passengers and Canadian Transatlantic Economy passengers may be charged a small premium for this service, depending on the route and flight date. You can find exact prices at the Your Booking page.
• • If I pre-book my seats can I check in later?
• No, you must still report for check-in at the normal time.
• • What is the latest time I can pre-book my seats?
• Seats can pre-assigned up to 48 hours prior to departure.
• • Can I review the seat map after I have pre-assigned my seats?
• No, once seats are booked they are non-changeable and non-refundable.
• • Can I see what seat numbers are available prior to confirming my booking?
• No, seat maps can only be viewed after a booking has been confirmed.

• • Can I use my laptop onboard?
• Laptops may be used provided all wireless connections are disabled during flight, however they cannot be used during take-off and landing.
• • What meals/snacks/drinks are available onboard?

• On short-haul flights drinks and snacks are available for purchase onboard. Certain European flights also offer a full meal service, which must be purchased more than 48 hours in advance.

  Long haul services provide a complimentary meal with drinks. Additional snacks are also available for purchase. Drinks are complimentary in Business Class only.

  Meals can be booked through the Manage Your Booking section of the website.

• • What is flyglobespan's procedure with nut allergies?
• We are unable to guarantee the food products we sell are nut free and as such cannot guarantee a nut free environment. We suggest that you purchase products prior to boarding that are suitable for your diet.
• • Can I make a special request for in-flight announcements or services?
• If you have a request for a birthday/anniversary announcement please speak to a cabin crew member after take off and they will make the request if time and circumstances permit. Unfortunately this is not guaranteed and we are unable to deal with in-flight requests in advance.
• • Will there be in-flight entertainment on my flight?
• Yes, we have in-flight entertainment on longhaul flights to Florida & Canada.
• • Will I have a personal in-flight entertainment screen on my flight?
• No, we do not offer personal screens on our flights at this time.
• • What films will you be showing on my flight?
• Films are updated every two months, we always show one blockbuster & one classic movie. In addition we also have short programmes.
• • How many audio channels are available on my flight?
• There are nine audio channels; these include latest hits, easy listening, jazz and something for the kids.
• • Is there a charge for headsets on my flight?
• Yes, there is a small charge for head sets

• • I have booked insurance in error - how do I cancel?
• Call our amendments team (+44) 131 466 7609 within 14 days to cancel insurance with a full refund. After this time we are unable to refund any insurance premiums.
• • I have an existing medical condition - am I insured?
• All pre-existing medical conditions should be declared to the insurance company to ensure you are fully covered. Please contact medical screening on 0870 423 1284.
• • How do I claim on insurance purchased from flyglobespan?
• If you wish to make a claim, please telephone the appropriate number below within 28 days of your return: Emergency medical or travel expenses whilst abroad - Telephone ONE Assist Ltd +44 (0)1992 621500 (Fax +44 (0)1992 645133). All other claims please report to ONE Claims Ltd, The Old Building, Bishops College, Churchgate, Herts EN8 9XH. Telephone 0870 423 1289 (Fax 0870 423 1290). Please quote Scheme No. TI0016.

• • What is my baggage allowance?
• Passengers on shorthaul (Europe and Egypt) flights will have an allowance of 20kgs, to include both checked-in and hand baggage. Premium Economy passengers on longhaul (USA ) & Economy passengers on longhaul (Canada) flights are permitted 25kgs & Business class 40kgs, both include checked in and hand baggage.
• • What are the charges for hold baggage?
• From 1 March 2008 flyglobespan introduced a small charge for baggage to be checked in on all European flights plus flights from Europe to Egypt. Passengers purchasing hold baggage via the website will be charged £7.50 / €9.15 per bag each way. Passengers opting to pay at the airport will be charged £10 / €12 per bag each way and will have to pay this charge at the ticket desk before check in.
• • Are there cabin baggage restrictions?
• Due to space restrictions onboard the aircraft passengers are only permitted to carry one item of hand luggage that must be no bigger than 55cm x 45cm x 20cm.
• • Can I carry excess baggage?
• Additional baggage allowance can be purchased in advance at the rate of £15 / €25 / $27 / CAD$30 for 10 kilos per flight sector, up to a maximum of 50 kilos. No piece of luggage may weigh more than 32 kilos. A confirmation will be sent to you by email, which MUST be taken with you when you travel. If this confirmation is not presented at check-in, your excess baggage will be charged at £5 / €7 / $9 / CAD$10 per kilo at the airport.
• • How do I add checked-in baggage to my existing booking?
• Checked-in baggage can be added to an existing booking up until 48 hours prior to departure. Please view your booking via the 'manage your booking' area of the website. You will need your booking reference number to view our booking.
• • Can I bring my sports equipment / golf clubs / bike?
• Due to strict weight regulations, we are limited to the amount and type of sports equipment we can carry on each flight. The carriage of such equipment must be booked in advance. Sporting equipment will be carried subject to load and as such we cannot guarantee space on the flight on which you are booked for such items. In the unlikely event that space is not available, the equipment will be sent on the next flight with available space. Passengers CANNOT turn up at the airport with any type of sports equipment which has not been pre-booked. For details on permitted items, please see our Baggage Policy.The maximum weight allowed for any one piece of sporting equipment is 16 kilos. The charge for each item permitted for carriage is £15.00
• • If the golf club capacity is full to pre-book, can I turn up on the day with them?
• Passengers cannot turn up at the airport with any type of sports equipment, which has not been pre-booked.
• • If the golf club capacity is full, can I book them onto the next days flight?
• No, luggage may only be checked-in for the same flight the passenger is travelling on.
• • If I buy excess baggage do I still have to pay the checked in baggage charge?
• Yes, the checked in baggage charge is payable for all items that are being checked in to the hold.
• • What is the procedure if I want to carry ashes?
• Ashes may be carried within the cabin along with a copy of the death certificate. Ashes must be transported in a suitable and discreet container.
• • What is flyglobespan's policy on carriage of animals?
• flyglobespan does not permit the carriage of animals.
• • Can I carry a musical instrument as hand luggage?
• This will depend on the size and shape of the instrument. Small instruments that can be stowed securely in the overhead lockers can be carried onboard as part of your luggage allowance. Larger instruments will be required to be checked in to the aircraft hold and will be subject to the usual checked in baggage charge as outlined in the question above. (Can I bring my sports equipment/golf clubs/bike?)

• • Does flyglobespan supply oxygen onboard flights?
• Oxygen is carried for emergency use only. Passengers wishing to carry their own supply of oxygen must contact our Customer Admin Team in advance of travel for advice (+44) 131 466 7609.
• • Can I take my walking stick/crutches onboard?
• These can be taken onboard where required for genuine medical reasons and stored in the overhead lockers.
• • How do I arrange assistance?
• Assistance can be arranged by calling our Customer Admin Team on (+44) 131 466 7609.
• • Is there a charge for wheelchair assistance?
• This service is provided free of charge for genuine medical conditions.
• • If I don't need assistance will I be charged to carry my wheelchair?
• No, your wheelchair will be carried free of charge in addition to your luggage allowance. Please contact our Customer Admin Team (+44) 131 466 7609 to arrange.
• • I have broken my leg - can I travel with my leg in plaster?
• In order to travel you must be able to bend your leg at the knee. The cast must be split to allow for any swelling at altitude.
• • If I need to take needles onboard can I do so?
• For genuine medical reasons we may permit needles onboard. Prior authorisation must be obtained from our Customer Admin Team (+44) 131 466 7609.

• • What if I don't receive my email confirmation?

• If your booking was made on-line you should receive your confirmation email within 30 minutes of confirming your booking. If you have not received this please check your 'Junk Mail' folder as your email SPAM filters may have delivered it there. With your booking reference number, it is possible to view your booking online at the Manage Your Booking section. We advise you print this to ensure you have your booking details prior to travel. If you have any further web/email queries please contact Web Admin on (+44) 0131 229 9663.

  If your booking was made by telephone, a paper confirmation will be posted to you. Please allow 10 working days for delivery. If you do not receive this, please contact us on (+44) 131 466 7609 to request another copy.

• • Can I change the email address on my booking?
• Yes, please go to the Manage Your Booking section and following the link. This will not generate new email confirmations but all future correspondence will be sent to this address.
• • How do I sign up for the email newsletter?

• Simply put your email address into the sign up box at the top of this page and click 'go'!

  We will email you to confirm your registration and ask you to choose the travel interests you have. This will ensure we only send you relevant offers and information.

• • How do I unsubscribe from the email newsletters?

• There will be an unsubscribe link in the newsletter emails you receive. Simply click this to unsubscribe. On the homepage of the site you can enter your email address, check the box to unsubscribe and then click go. You will automatically be unsubscribed.

  If you book with us we will need to send you important information about your booking. To ensure you get the required information about your booking we cannot allow you to opt out of receiving email that relates to your booking.

• • What will you do with my email address when I sign up for the newsletters?
• Any data you give us will be stored securely. We won't sell on your email data to any 3rd parties. It will only be used to communicate relevant offers to you from the Globespan Group. View our Privacy Policy for more information.

• • What is API and how does it affect me?
• API stands for Advance Passenger Information. Certain countries require airlines to forward details of arriving passengers prior to their overseas arrival. In all cases where this information is required, details will be collected by our Handling Agents at check-in.
• • Can I purchase gift vouchers?
• Yes. flyglobespan gift vouchers can be purchased from our Credit Control Team on (+44) 131 229 9663.
• • I have a confirmed booking in my maiden name, and have since married. My passport shows my married name - what should I do?
• Please contact our Customer Admin team on (+44) 131 466 7609.
• • I have a connecting flight with another airline. Can I check through to my final destination?
• No, this is not a service flyglobespan can offer.
• • I cannot see the destination/date that I wish to travel.
• Please sign up to our newsletter to be notified of our flight release dates, and to get all our latest news and deals.
• • How far is Toronto Hamilton Airport from downtown Toronto and Niagara Falls?
• Toronto Hamilton Airport is 17km from downtown Hamilton, 85km from Downtown Toronto and 90km from Niagara falls. Flyglobespan offer a Shuttle Service to and from Toronto City Centre. This service must be pre-booked.
• • Are there any Globespan representatives in the resort?
• Globespan do not provide resort representatives.
• • Are the Canadian tours Globespan offer escorted?
• Our Canadian tours are generally escorted tours, however to avoid disappointment and ensure your requirements are met please call our sales staff on (+44) 131 466 7612. They will be able to discuss your travel and tour requirements in more detail.
• • When will I receive my travel vouchers and documents?
• Bookings that require travel documents are our Canadian tours and accommodation. Paper confirmations and documents will be posted to you about 2/3 weeks prior to departure. If you have not received these documents within 10 days of departure please call us on (+44) 131 466 7609.
• • How do I contact you?
• You can contact us by email, telephone or by post. Please visit the Contact Us page to find the telephone number or address that is most relevant to your query.

• • Do your fares include taxes and surcharges?
• Yes. All the prices displayed on flyglobespan.com include airport taxes and surcharges. A credit or debit card fee may apply.
• • I have a link or bookmark to a page that no longer exists, or has changed.
• Some pages have been altered or renamed during our redesign process. We have taken care to redirect these pages wherever possible, but should you come across a page that is missing, please do not hesitate to tell us so we can fix the error.
• • Which web browser do I need to view your site?
• Our website supports many modern browsers. We do not currently support small-screen media such as mobile devices.
• • Do I need JavaScript, cookies, or Flash Player enabled?
• Currently we do require JavaScript to be enabled in your browser. Cookies are used only to track your progress through the booking process, and do not store any identifiable data. Flash is not a requirement to make a booking.