FREQUENTLY ASKED QUESTIONS

General Information

 We’d encourage you to read through this section where in the plainest possible English we explain as much as possible about the Turkish holiday you are hopefully going to purchase from Sun N Sea. If there is anything you are unsure about then please call us... we’re here to help.

How to book your Turkish holiday

You can of course book through this website or call 0870 224 6010

However if you prefer you can contact your local travel agency, who should have access to our wide range of holidays. The travel agency can provide advice and handle every aspect of your booking, and once you have chosen your holiday, your agent will make the booking with us. In this case all contact will be via them and you'll be required to complete and sign a booking form and pay the appropriate deposit. We will then send your travel agency a holiday invoice to verify the details of your booking and the balance due on the payment date.

Once you have booked your holiday and paid your deposit and we have sent you a confirmation invoice, your holiday price is guaranteed.

Late bookings

You can book a Sun N Sea holiday right up to the day of departure. For all late bookings made within 12 weeks of departure you will be required to pay the full cost of the holiday when you book. An administration fee may be charged for holidays booked within 14 days of departure.

Obviously if you book at the last minute, especially through this website we won’t have time to get the tickets to your home address, in which case you’ll get a confirmation email and this can be taken to the airport to be exchanged for a Ticket On Departure (TOD) at the desk of our airport representative.

What is included

We try to include as many compulsory charges as possible within our prices so that you will not pay extra for security charges or Air Passenger Duty which many companies add as extras. These are included at the current rate and if there is any increase in these charges a supplement will be added.

The total holiday costs quoted includes the following:

• Return flights from the UK to resort.

• Transfers between the resort airport and your accommodation, usually by minibus.

• Security levy representing the extra aircraft insurance and security costs.

• Airport taxes, including Air Passenger Duty (currently £5.00 per passenger) and passenger charges at home and abroad.

• Free luggage allowance normally of 20 kg (44 lbs) per person (excluding infants).

• Accommodation and meal arrangements as confirmed on the invoice.

• The services of a Sun N Sea agent or representative at the airports and/or resort.

What is not included

The holiday cost shown in the price panel does not include:

• Holiday insurance. We strongly recommend that you do not travel without insurance - if you do not have insurance we will be pleased to provide a quotation

• Flight supplements.

• Excess baggage including sporting equipment and baby buggies.

• Any optional hotel facilities, which are listed in the price panel. Local charges made by the hotel for certain facilities, such as saunas, Turkish baths, etc., are indicated in the descriptions of each hotel by a £ symbol.

• Holiday charges for infants (£75).

• Additional charges for rooms, meals or under-occupancy in apartments, which are listed in the price panel.

• An administration fee for holidays booked within 14 days of departure.

• Any items of personal expenditure not listed as included in the price of your holiday, including excursions.

• Turkish entry visa, payable by UK passport holders on arrival (£10.00 in cash per person at the time of going to press). For other passport holders, please contact the Turkish Tourist Office on 020 7629 7771 for advice.

Infant prices

A charge of £75 is made for infants less than 2 years of age on the date of their return flight. No deposit is required for infants. Infants are not entitled to a separate seat on the aircraft, baggage allowance or meals in their resort. All necessary expenses, such as cot charges and food charges, are paid directly to the hotel.

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Cots

Cots are not always available in Turkey, and where they are available, they may not always comply with UK safety standards. We can make a request for a cot for an infant but cannot guarantee that the hotel will be able to provide one. For this reason, we suggest that if you are travelling with an infant you take your own travel cot.

 Special requests

For any special requests, please inform your travel agent or our reservations staff when you confirm your holiday booking. We shall always do our best to meet your requirements, but no guarantee is given and this does not form part of your holiday contract.

 Disabled customers

We are not a specialist disabled holiday company, but we still need to know before you book if you have any medical or physical/mobility needs which might affect how and if we can deliver all your chosen holiday services. These needs may affect your flight, the transfers, and the suitability of your chosen accommodation or other aspects of your holiday, so we cannot be held liable if you fail to tell us about any special requirements that affect your holiday experience and this means that we won’t compensate you. Sun N Sea holidays in this brochure are checked for accuracy by our staff. However, when we are told of any significant changes, you will be informed at the time of booking.

If you have already booked, we will notify you as soon as is reasonably possible.

 General Flight details

Our Summer  program to Turkey uses Onur Air. However, we reserve the right to change this carrier if necessary for operational reasons. Most flights will have full in-flight service, and bar service (dependent on availability). Onur Air does not offer in-flight entertainment and is a non-smoking airline.

 Flight timings

The flight timings shown ion this website and on your booking confirmation are on the 24-hour clock system. They are compiled many months in advance and are for guidance only. Final timings are shown on your tickets, so please check these carefully on receipt, and contact us at once with any queries. Check-in at least 2 hours before departure. Your initials and the spelling of your name must be identical on your ticket and in your passport. If you have made a late booking and are receiving tickets on departure, your travel agent will advise you of your check-in details when you book.

Baggage allowance

This is  normally 20 kg (44 lb) for each person. Baggage weighing more than the baggage allowance will be subject to a charge payable at check-in. Single items of luggage weighing over 32 kg will not be accepted by the airline for health and safety reasons. A passenger can take on the aircraft one small piece of hand luggage weighing less than 5 kg (11 lb), with a maximum size of 45 cm x 35 cm x 20 cm. Infants under the age of 2 on the date of their return flight have no baggage allowance. Carriage of all excess luggage and sports equipment is subject to the aircraft capacity on the day of departure.

Lost or damaged baggage

Under the Carriage By Air Act 1961, if you do not notify us of any loss or damage to your baggage within 7 days of the discovery of the loss/damage, we will have no liability to you.

Flight delays

Flight delays are inevitable. Sun N Sea is not directly responsible for flight timings and as of such, we will not personally offer compensation for such occurrences. Cover against delays is included in most holiday insurance packages which should be purchased before your departure.

Pregnancy

If you are pregnant, you should check with your doctor that it is safe for you to travel. Airlines require a medical certificate of fitness to fly if you are more than 28 weeks pregnant at the time of your return flight. After 32 weeks of pregnancy you will not be allowed to fly. Please check your travel insurance policy for any restrictions that apply to travelling whilst pregnant.

Infants

A charge of £75 is made for infants under 2 years of age on the date of their return flight. Infants under 2 years of age will not be entitled to an in-flight meal. Infants under 6 months must sit on an adult’s lap and wear an infant lap-strap. Infants under 2 years must sit on the adult’s lap secured by an extension seat belt provided by the airline.

Alcohol on aircraft

You are not allowed to drink your own alcohol on a flight, whether you bought it on board, on holiday or in the UK.

Flight supplements

The holiday prices given by this website are based on flights that do not carry a supplement (such as those from Gatwick). The flight supplements shown in our Flight Section reflect the additional cost of flying from certain airports, or on certain days of the week. The website system will add or subtracted the correct flight supplement from the price for your holiday.

Disorderly behaviour

The captain has authority over the aircraft and passengers at all times when they are boarding or on board. He/she may prevent you from travelling if you are considered unfit to do so, or if you pose a danger to the aircraft or passengers. The captain will exercise this right if, for example, you are found to be drunk before or after boarding, if you smoke on board or use threatening, abusive, or insulting words or behaviour. In those circumstances, we or the airline, at our reasonable discretion, may terminate your holiday, and we will not be responsible for completing your holiday arrangements. Sun N Sea and the airline will also not be liable for any refund, compensation or other costs you may have to pay. We may also seek compensation from you for any losses caused by your behaviour (e.g. the cost of diverting an aircraft). Disruption on board an aircraft is a criminal offence and you may be prosecuted.

Seat allocation

Seats are generally allocated at check-in, on a first come, first served basis. If you want particular seat positions, it is a good idea to check in as early as possible. We are unable to reserve seats in advance and there are other safety restrictions in place relating to passengers adjacent to exits and / or safety equipment.

Pre-bookable wheelchairs

Wheelchairs need to be pre-booked at least 8 days before departure. We try to ensure that wheelchair passengers will be first to embark and last to disembark.

Website accuracy

This website is subject to regular updates and every property and facility is checked regularly to ensure accuracy by our staff, however, circumstances can change and we will tell you of any changes that we know about at the time of booking. If you have already booked, we will notify you of any change in circumstances that would affect your holiday as soon as reasonably possible, so long as there is time before your departure.

Holiday duration

Each holiday commences and terminates at the UK airport and not in the resort, and the holiday periods are based on this. Although the outward flight may be late at night, involving an arrival at the hotel in the early hours of the morning, the rooms have in fact been held from midday the day before - international hotel convention dictates that all accommodation is booked on a midday-to-midday basis. At the end of the holiday, for guests travelling on evening or night flights, we appreciate that this can involve being asked to vacate rooms several hours earlier than the departure time from the hotel. Wherever possible, hotels will provide “courtesy rooms” for clients to use during the last hours in the hotels, but in high season this cannot always be arranged. A local charge is levied for the use of such rooms. If, due to the flight timings, the hotel restaurant is not serving meals at the time of arrival or departure, the first and last meals of your holiday may be deemed to be those provided on the aircraft.

Accommodation ratings

Official ratings do not always reflect the location or the friendliness of the staff. Sun N Sea has graded the properties in this website based on our own experience and using our own rating system. These ratings do take the official ratings into consideration, but also take account of our own opinions. Because of this, the ratings in this website will not always match those displayed in the hotel. Our ‘S’ ratings are awarded based on such criteria as the public area furnishings, food and drink outlets, room and leisure facilities and service. They range from S for simple accommodation and few, if any, amenities to SSSSS offering the highest quality and level of service.

Accommodation

Within each hotel description, you will find details of room facilities included in your holiday price. All our prices are per person, and based on sharing twins, doubles, triples or apartments, with the required number of adults shown in the price panel. Supplements (including twin for sole use, single, under-occupancy in an apartment, etc) and reductions (i.e. extra bed) are taken into account during the quotation process and can bee seen within the price panels. When calculating room occupancy, children paying the full price count as adults. Some twins will take 1 or 2 extra beds but these are usually of the ‘Z’ bed or sofa-type, more suited to children than adults. Please make sure at the time of booking that the accommodation you are considering is suited to your needs.

Studios are self-contained units, combining a sleeping and dining area, whilst apartments may have one or more separate bedrooms. All will have a kitchenette with cooking facilities that typically contain 2 cooking rings and a fridge for preparing light meals. These facilities are dependent on our H ratings.

Meal arrangements

Certain hotels and apartments in this website offer a choice of board arrangements. “Bed and breakfast” means bed and usually Turkish breakfast. “Full-board” means breakfast, lunch and dinner. “Half-board” includes breakfast and dinner. Guests on a half-board basis may use the hotel’s main restaurant only. If you use another restaurant, you will be charged a supplement. A Turkish breakfast typically comprises bread, jam, or honey, olives, cheese and tea. Orange juice, cereals and coffee may be available at an extra charge payable locally. All-inclusive arrangements vary between hotels. You should refer to the panel for the appropriate hotel for full information. It should be noted that vegetarian and other special dietary food are limited both on aircraft and in hotels, and availability cannot be guaranteed. You must pay locally for infants' meals.

Hotel & resort facilities

Certain facilities will incur extra charges, and these are indicated in our accommodation descriptions. Facilities in single rooms may differ from the standard room type.

IMPORTANT NOTE: Description of hotels and resorts often include mention of sports and entertainment, but weather conditions and the number of visitors can sometimes influence the availability of these and other amenities. In early and late season, it is likely that some of the advertised facilities will not be available - especially outdoor activities and excursions, and any others, which require minimum numbers to operate.

Water sports

Where motorised water sports are advertised as being available, it should be noted that these facilities are not provided by Sun N Sea and we cannot offer any assurance with regard to the participants’ safety. Also, it must be noted that many insurance policies exclude them as a hazardous pursuit. It is our customers’ responsibility to ensure that their insurance provides adequate cover. We strongly suggest that all customers refrain from high-risk activities whilst on holiday.

Building work & traffic noise

From time to time, it is necessary for hotels or apartments to undertake repair or maintenance work during the summer months, and this may create noise or appear unsightly. Whilst we have no control over such events, we will endeavour to inform you prior to your departure if we are aware of such a situation. If your accommodation is situated close to a road or within a short distance of the airport, there will inevitably be some associated noise.

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Electric & water supplies

Whilst in Britain we take electric and water supplies as part of everyday life. In some resorts, the provision of power and water supplies does not always keep pace with the demands of rapid tourist development and supplies can be somewhat erratic. There may be periods when one or both supplies will not be in full operation due to drainage or plumbing problems, damaged supply lines, or inclement weather. You should be aware of the possibility of either occurrence. We recommend that bottled water be used wherever possible, and that you avoid drinking from the local water supply.

Excursions

We recommend that you book excursions, entertainment and other services through our agents and representatives. We cannot be held responsible for excursions or activities booked through any other excursion provider. Excursions are subject to change and availability, and some excursions may not be available from all featured resorts however. Full payment will be made in resort, by any major credit card, local currency, travellers’ cheques or £’s sterling. When paying by credit card you should note that the charge will be based on the exchange rate on the date the payment is processed by your credit card company, which may vary from the exchange rate quoted at the time of purchase.

Holiday & travel insurance

Do not travel without insurance. We hope that you will not need to make a claim, but please make sure that you take full details of your insurance policy with you on your holiday. It is a requirement that you arrange a policy yourself which is at least equal to the policies offered by us, as the costs of medical expenses overseas can be very high. We cannot help you pay these costs if you don’t have adequate insurance. Insurance cover should also include the cost of cancellation by you and the cost of assistance, including your return to the UK, if you suffer an accident or illness whilst overseas.

Passports & visas

A full 10-year passport is required for all travel abroad. If you need a new passport, call the Passport Office on 020 7279 3434 and apply at least 12 weeks before departure.

For UK citizens, it is not necessary to obtain visas before departure on pre-booked inclusive holidays. The visa will be stamped in your passport on arrival. All visitors to Turkey are required to pay a visa tax on arrival, and the current charge is £10.00 in cash. If you hold a Commonwealth or other passport, ask the relevant consulate or embassy if you require a visa. Regulations do change, so for up-to-date information contact your travel agent or check with our office. It is your responsibility to be in possession of a valid passport and any visa that may be necessary. Be certain to apply in time. In the absence of valid documentation, you will not be allowed to travel.

It is essential that the name and initial on the ticket match those on the passport, otherwise the passenger may not be permitted to travel and any applicable insurance will be ineffective. If you are on your honeymoon and there has not been enough time to amend the passport before departure, then take your marriage certificate with you.

Lost or Stolen Passports

Please note your passport number before you travel and keep it separate from your passport. We also advise keeping a copy of your passport in a separate place. This will help the local British Consulate to supply a temporary passport at short notice if you lose the original. Report the loss or theft of your passport immediately to the local police, the British Foreign and Commonwealth Office (FCO) Consulate, Embassy or High Commission. You can find the details of your local FCO by calling 0870 606 0290 prior to departure, or by visiting www.fco.gov.uk

Health & safety

The health and safety standards in Turkey are not of a similar level to those in Britain. However, Sun N Sea and other major tour operators are constantly working to raise awareness of this issue. We would advise that you always take care and that you familiarize yourself with your surroundings, taking note of fire exits and pool depths, and using caution with electrical devices in your room. In general, take note of warning signs. Food hygiene, the change in diet, and local water may result in stomach upsets.

Therefore, precautions should be taken to avoid drinking tap water or ice in drinks. Wash fruit or vegetables and avoid raw or unprepared food. Always use bottled water, which is often available from your hotel or apartment. Crime is a fact of life in every country and you should take all precautions with regard to your own personal safety and property. If you have been involved in any accident it is your responsibility to inform the local Sun N Sea representative who will offer assistance wherever possible.

Insects such as ants, cockroaches and mosquitoes are common in Turkey and their appearance is not an indication that the accommodation has not been cleaned properly or is unhygienic.

English & Scottish bank notes

Whilst most places in Turkey accept foreign currencies, torn or old notes will not be accepted. Scottish notes are not acceptable either. These points should be borne in mind particularly on arrival in Turkey when your visa payment has to be made.

Privacy policy

Personal information

Sun N Sea does not collect any personal information about visitors simply browsing our website or seeking an online quotation. We only collect that information you are asked for during the booking process .

Data protection

In order to process your booking and to ensure that your holiday arrangements run smoothly and to help meet with your requirements Sun N Sea need to use the information you provide (such as names, your address, any special needs/dietary requirements etc).

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel and holiday arrangements such as airlines, hotels, transport companies etc. The information may also be provided to public authorities such as customs and immigration if required by them, or as required by law.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements of the UK. However, we will not pass any information onto persons not responsible for part of your travel and holiday arrangements, unless for the purpose of our marketing (see below). This particularly applies to any sensitive information that you give us such as details of any disabilities, or dietary/religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making a booking, you consent to this information being passed on to the relevant persons. For the purpose of staff training, protection and reference telephone conversations with members of our staff may be recorded.

Marketing

We may hold your information, where collected by us, and may use it to inform you of offers in the future or to send you brochures. If you do not wish receive such approaches you will be given the opportunity to decline during the booking process. Also, if you wish to remove yourself from an existing email or postal list then please contact us and we shall amend such lists as quickly as possible.