Frequently Asked Questions

No — you can book as a guest. However, we strongly recommend creating a free account using the same email address you use to book. This lets you access your booking, make amendments and download documents via our Manage My Booking portal at any time.

Yes. Our sales team is available by phone to help you find and book your ideal holiday, particularly if you have special requirements, are booking a group of more than 3 rooms, or have a complex itinerary. Standard online bookings can be made 24/7 on our website or app.

• Full name exactly as it appears on your passport
• Date of birth
• Passport number, nationality and expiry date
• Contact email address and phone number (lead passenger)
• A valid payment method — credit/debit card or eligible digital wallet

Tip: Double-check all passenger names against passports before confirming — name change fees can be costly and some airlines do not permit name changes at all.

Yes, but groups requiring more than 3 hotel rooms must be booked by calling our Sales team rather than online. Our team can often negotiate better rates and room configurations for larger groups.

For most bookings, the full balance is due approximately 10–12 weeks (70–84 days) before your departure date. You will receive an email reminder before your balance due date. If your balance is not paid on time, your booking may be cancelled and you could lose your deposit.

Yes. For eligible bookings, you can spread the cost via our instalment plan. You pay the initial deposit, then make regular monthly payments until the balance is cleared by the due date. You can set up and manage your payment schedule through the Manage My Booking section of our website or app.

We accept the following payment methods:

• Visa and Mastercard — credit and debit cards
• American Express
• Apple Pay and Google Pay
• Bank transfer — for selected large-value bookings (please contact our team)

Tip: Paying by credit card offers additional protection under Section 75 of the Consumer Credit Act 1974 for purchases over £100.

We do not charge a booking fee for most standard bookings. We do not apply a surcharge for debit card payments. A small processing fee may apply for certain credit card transactions — this will always be shown clearly before you confirm payment.

Absolutely. All payments on our website and app are processed using industry-standard 256-bit SSL encryption. We are PCI DSS compliant and we never store your full card details. You may also be asked to complete 3D Secure authentication — such as Verified by Visa or Mastercard SecureCode — as an additional layer of protection.

All flight-inclusive package holidays we sell are ATOL protected. When you book a qualifying package, you will receive an ATOL Certificate confirming your protection. Please check this certificate carefully to ensure all elements of your booking are listed. Not all services — such as accommodation-only or flight-only bookings — are automatically ATOL protected. The protection applicable to each product is shown clearly during the booking process.

As an ABTA member, we adhere to ABTA's Code of Conduct, which sets high standards of trading practice. ABTA also provides an independent complaints resolution service if you are unable to resolve an issue with us directly. Our ABTA membership number is displayed on our website.

Yes. When you book a flight-inclusive or qualifying package with us, you are protected by the Package Travel and Linked Travel Arrangements Regulations 2018. This gives you the right to:

• Price protection — we cannot increase the price within 20 days of departure
• Cancellation rights for significant changes made by us
• A full refund if we cancel your holiday
• Assistance if things go wrong abroad

You can transfer your package holiday booking to another person, as required by the Package Travel Regulations 2018. However, airlines may not always permit a full name change on the flight element. In those cases, the hotel booking can still be name-changed. Airline name-change fees vary by carrier and will be passed on to you.

To cancel your booking, log in to Manage My Booking on our website or app, select your booking and choose the cancellation option. You will be shown a full breakdown of any cancellation charges before you confirm. Cancellation cannot be processed by phone.

Cancellation charges vary depending on how far in advance of departure you cancel and the policies of individual suppliers:

• Flights: Non-refundable from the point of booking in most cases.
• Hotels: Refundable rates may attract no charge if cancelled outside the supplier's deadline; non-refundable rates cannot be refunded.
• Transfers, insurance & airport extras: Generally non-refundable from the point of booking.

In addition, Johnson Holidays charges an administration fee of £30 per person (maximum £150) for cancellations outside 28 days of departure, and a flat £150 fee for cancellations within 28 days. The full cost breakdown is always shown to you before you confirm cancellation.

We are sorry to hear if you face such difficult circumstances. The standard cancellation policy and charges still apply. However, if you have a travel insurance policy covering cancellation for medical or personal reasons, you may be able to claim the costs back from your insurer. Please contact our customer service team, who will support you through the process with compassion.

In the unlikely event that we cancel your holiday, or a supplier such as an airline cancels a key element of your package, we will contact you as soon as possible. We will offer you: (a) a suitable alternative of equivalent or higher value, (b) a downgrade with a refund of the price difference, or (c) a full refund. If significant changes are made by us within 70 days of departure, you are also entitled to cancel for a full refund.

All airlines we work with are ticketless. You simply need your booking confirmation email (which contains your airline reference number) and a valid passport. You do not need to print a physical ticket, though you may need to print or download a boarding pass from the airline's website or app before you travel.

If your airline changes or cancels your flight, we will notify you by email or through the My Messages section of Manage My Booking. We will do our best to source an alternative flight. If no suitable alternative is available and your holiday cannot proceed, you will receive a full refund. You may also have rights to compensation under UK261/2004 — please contact the airline directly for delay or cancellation compensation claims.

Seat selection is available for most airlines and can be added during the booking process or later via Manage My Booking. Prices vary by airline and route. Some airlines include complimentary seat selection for certain fare types. We recommend booking seats early, especially for families who wish to sit together.

Luggage allowances vary by airline and fare type. Your booking confirmation will show what is included. If you need to add or increase your luggage allowance, you can do so via Manage My Booking or directly through the airline. We strongly recommend checking your allowance before you travel to avoid costly excess charges at the airport.

Your hotel booking reference and voucher details are included in your booking confirmation email, sent within a few minutes of completing your booking. If you have not received this within 72 hours, please contact our customer service team.

Standard hotel check-in is usually from 14:00–15:00, and check-out is typically by 11:00–12:00 local time. Early check-in or late check-out may be available for an additional charge, subject to availability — please request this directly with the hotel. If you arrive early, most hotels will store your luggage until your room is ready.

Yes. Special requests can be noted during the booking process or added later via Manage My Booking. Please be aware that special requests are passed on to the hotel but cannot be guaranteed. For accessibility requirements — wheelchair access, mobility aids, etc. — please contact our dedicated accessibility team before booking to ensure appropriate arrangements are in place.

Board basis options available are:

• RO — Room Only: No meals included.
• BB — Bed & Breakfast: Breakfast included.
• HB — Half Board: Breakfast and evening meal included.
• FB — Full Board: Breakfast, lunch and evening meal included.
• AI — All Inclusive: All meals, snacks and selected drinks included (varies by property).

The inclusions of each board type vary by hotel — please check the hotel's description carefully before booking.

Yes. We offer airport parking at all major UK departure airports, which can be added during booking or through Manage My Booking afterwards. Options include meet-and-greet, multi-storey, long-stay and valet parking.

We strongly recommend that all passengers take out comprehensive travel insurance at the time of booking. A good policy should cover:

• Emergency medical treatment and repatriation
• Cancellation and curtailment
• Personal baggage and valuables
• Flight delays

Insurance is available to add during booking or via Manage My Booking. If you already hold a policy, please ensure it covers all passengers and is appropriate for your destination.

Tip: Some credit cards include travel insurance benefits — check your card's terms before assuming coverage is adequate for your trip.

Vaccination requirements vary by destination. We recommend consulting your GP or a travel health clinic at least 6–8 weeks before departure. Current entry requirements and health advice for your destination can also be found at gov.uk/foreign-travel-advice and the NHS Travel Health website at fitfortravel.nhs.uk.

The UK Foreign, Commonwealth & Development Office (FCDO) publishes regularly updated travel advice for every country, covering safety, entry requirements, health and local laws. Always check the FCDO guidance at gov.uk/foreign-travel-advice before you depart.

You will need the following:

• Valid passport — and visa if required
• Booking confirmation email (with airline reference number)
• Boarding pass — downloaded from the airline's website or app
• Travel insurance documents
• Any required health documentation, e.g. GHIC/EHIC card for EU travel

We're sorry if something hasn't gone to plan. To raise a formal complaint, please submit it via our complaints form on our website. We will acknowledge your complaint promptly and work to resolve it as quickly as possible. If you are not satisfied with our response, you may escalate to ABTA for alternative dispute resolution, or to the Civil Aviation Authority (CAA) for ATOL-related issues.

We are committed to making travel accessible for everyone. If you or any passenger has a disability or requires additional assistance, please contact our dedicated accessibility team before booking. They can advise on suitable accommodation, request airline assistance such as wheelchair service, and ensure your requirements are noted with all relevant suppliers. Please do not wait until check-in — airlines require advance notification for most forms of special assistance.

We value all customer feedback. After returning from your holiday, you will receive an email inviting you to leave a review. You can also submit feedback via our website. Your reviews help us improve our service and help other travellers make informed decisions.