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Frequently Asked Questions

FAQ Topics

Holiday Extras

How do I add/cancel extras and excursions?

This can be done through your online My Booking or by getting in touch with Reservations on 01486 791111 or your Travel Agent.

We would advise you to book your extras as early as possible to secure the best deals, as many offers are subject to availability and can be withdrawn at any time. Most extras can be added up until 4 days before departure.

If you want to cancel pre-booked extras, this may incur an administration fee of £25 per person or even 100% loss – please contact your travel agent, or Reservations on 01486 791111.

How do I add ski carriage?

This is best done at the time of booking or as far in advance as you can since airlines are restricted with their availability. Please contact Reservations on 01486 791111 or your Travel Agent to arrange. There may be an additional charge from the airline and an amendment fee from us.

Do you have any airport parking offers?

Through our partnership with winners of the prestigious ‘British Travel Awards’ Airport Parking & Hotels – APH we are able to offer up to 35% discount to all of our Inghams Santa Breaks customers at Gatwick, Manchester, Newcastle, East Midlands and Bristol.

With our Lapland flights all departing early in the morning, to maximise your time visiting the Arctic, why not take advantage of some of the great ‘Airport Hotel and Parking’ packages and stay at an airport hotel the night before you fly. This takes the stress out of getting to the airport in the morning on time and finding the car park, and allows you to wake up fully refreshed ready to head to the North Pole and to meet the big man himself. If an overnight stay is not for you then the ‘Meet & Greet’ Valet Parking is the perfect way of dropping your car off as it saves you time, hassle free and is so convenient. Simply drive to the airport terminal where an APH chauffeur meets you and takes your car to their nearby secure car-park. On your return, your car is then delivered back to you directly at the terminal, for you to drive straight off home!

Visit our Airport Parking, Hotels and Lounges page for more information and to book your Airport Parking for your holiday.

Can I buy travel insurance through you?

We don't sell our own insurance, you can purchase insurance with our recommended provider at for summer holidays here and for winter sport specific travel here.

It is a condition of booking with us that you and your party take our suitable Winter sports Insurance from a reputable provider. Please note that a standard travel insurance policy, including many ‘free’ bank and credit card policies, will not cover many of the winter activities involved in your holiday such as skiing, husky, reindeer and snowmobile safaris and we ask you to please check with your insurance policy provider that you have adequate cover for any of these additional, optional activities you plan to participate in.

Before You Go

How can I supply my API (Advance Passenger Information)?

This can be done through your online ‘My Booking’. If you have any problems, please get in touch with Reservations on 01486 791111 or your Travel Agent.

Will there be an Inghams Rep at my UK departure airport?

Generally there are representatives present at our UK departure airports.

I have booked Swiss fly rail luggage. What happens with this?

We will need to post these to you (or your Travel Agent) as they are documents issued by the Swiss Rail System and are accountable documents. You can expect to receive these around 10 days before you depart. There will be detailed instructions on how to use the ‘Fly rail luggage labels’ with your documentation.

Can I pre-select seats or add extra baggage to my flight?

Flight seating rules will vary between the airlines, so it is best to speak Reservations on 01486 791111 or your Travel Agent.

If you wish to add extra baggage, you will need to contact the airline as we are unable to add this to your booking.

I have questions about my airport / inter-hotel transfers.

Seats cannot be requested in our transfers.

If you are travelling between hotels with us, you will be advised of the arrangements for your transfer to your next hotel by your rep, towards the end of your initial stay.

If you have chosen a private transfer, once you have collected your luggage you should speak to an Inghams Rep who will take you to your private transfer.

If you’ve arranged your own transport, please call Reservations on 01486 791111 or your Travel Agent know so we can advise the Inghams Reps.

Santa Breaks

Can I pay to pre-allocate seats on the flight?

So that all families are seated as close together as possible, we pre-allocate seats on all of our flights in advance. If you have specific medical requirements, please contact your Reservation Consultant or Travel Agent.

Is Lapland suitable for infants and toddlers?

Santa Breaks are not recommended for very small infants under 2 years of age. Toddlers 2-3 years generally love the excitement and magic of it all including the Santa’s Workshop.

Although children under 4 years old are not able to join any snowmobile safaris, they are welcome to join the husky & reindeer safari excursion free of charge. A small charge applies for the transportation to the excursion location, payable locally.

When will I receive my tickets?

We aim to send out your pre-departure information pack 4-6 weeks before travel. Included in the information pack will be an informative “Santa Breaks” booklet with more information about Lapland and what will happen when you are in resort. The pack will also include luggage labels and blank letters for the children to write on, so they can hand them to Santa at the Santa’s workshop activity morning / afternoon.

Your e-ticket will follow by email approx. 2 weeks before travel. Please ensure that the names on the travel documentation match your passports exactly and call us for advice if there are any differences. All times shown on your e-ticket are local.

If you have booked via a travel agent, all information will be sent via your agent. Please contact them if you have queries.

Further information including a more detailed itinerary will be provided on arrival at Kittilä Airport.

Are vouchers issued for Excursions?

As a trip to Santa’s Workshop is included for all guests, there is no need for a voucher as all the information is passed directly on to the workshop helpers in advance. For guests who have pre-booked one of our other exciting activities – the Combined Husky & Reindeer Safari, Ski Taster (4-night holidays only) or a Snowmobiling Adventure – vouchers for these will be issued in your welcome information pack provided on arrival at Kittilä Airport.

Visit Santa Breaks for more information about our optional excursions. These activities are also available to book locally, subject to availability, but we recommend you pre-book in advance to guarantee your place.

When we get to our Santa Breaks holiday Lapland resort, when will we receive our thermal suits and boots?

Thermal suits and boots are included in our prices for all Inghams Santa Breaks holidays for guests aged 3yrs and over. In both Levi and Ylläs, guests will be asked to collect their thermal suits and boots from our partner shop in the resort centre on arrival. For guests staying in the Ylläs Log Cabins, we usually make a stop on the way from the airport before dropping you off at your cabin, depending on how far your cabin is from the resort centre.

We can cater for all sizes, but please mention if you need an extra-large thermal suit or boots when you book so we can advise our partner shop in advance to make sure they have a suit available for you on arrival.

For children under 0-2yrs, parents must bring their own thermal clothing as this is not included in the holiday price and availability locally cannot be guaranteed.

What is the best thing to pack for our Lapland holiday?

Both Levi and Ylläs are above the Arctic Circle, so it is essential to bring the right clothing to make sure that you and your children are kept warm and happy throughout your visit. All guests will receive thermal suits and boots free of charge, but please make sure you bring cosy woollen socks, gloves, thermal underclothes, hats and a scarf or balaclava to cover your face if necessary with you!

We also recommend you also bring some additional mittens or gloves (ideally waterproof ones for children’s snow play) to be worn next to the skin.

Layers are the key to keeping warm here and are far more effective than one or two thick items, so the thermals, a shirt or roll-neck fleece and a jacket/anorak under your suit when outdoors is recommended.

Special Requirements

How can I tell you about special requirements or requests I have?

Any requirements including dietary needs or special requests, need to passed to Reservations or your Travel Agent, where they will be passed onto the hotel or airline. These are requests and not guaranteed.

If you booked online, you will need to call us about any special request you may have, and if there are things that are paramount to your holiday, such as (but not limited to); Wheelchair assistance, walk in shower, adaptive room etc, you must make contact with us before you book on 01483 791111 so we can send out the appropriate forms and make the appropriate arrangements for you.

Will I be able to take a pushchair on the flight?

It is possible to take pushchairs on holiday with you. You will have the option of checking in your pushchair at check-in with your luggage, or you can check it in before you board the aircraft. Your pushchair will then be collected with the rest of your luggage in the arrivals baggage hall at your arrival airport.

What if I need assistance at the airport?

If you need assistance at the airport, an Inghams Representative should be on hand to help near the check-in area. Further information will be included on your e-ticket. If you require wheelchair or special assistance, please call Reservations on 01486 791111 or your Travel Agent know in advance, so we can advise the airport before you travel.

Travel Information

What should I check with regards to my passport?

You must have a FULL and VALID passport to visit the destinations we feature and you should also have 6 months left on the validity of your passport. Please ensure that the names and initials on your flight tickets are the same as shown on your passport.

Will anything on my holiday change due to Brexit?

As of the 1st January 2021, the UK has left the EU. Here’s what you need to know before travelling with us:

Passports: You'll need to ensure that you have at least six months validity left on your passport when returning from EU countries. You can check whether your passport will need renewing for your trip here. You may also be required to provide your evidence of your return ticket and that you have enough currency for your holiday when arriving in your destination.

Travel Disruption: When entering and exiting countries, it is your responsibilty to give yourself extra time to get through the immigration queues in the airports as there will be delays. We may have to organise our transfers slightly to help with this and ensure that you have extra time.

Driving in the EU: From 28 September UK stickers will replace GB stickers. Check the GOV.UK Displaying number plates website for more information on what to do if you are driving outside the UK before, on or after 28 September 2021.

If you are hiring a car, ensure you have a green card. In both cases you must make sure that you have the relevant international driving insurance with your chosen provider.

EHIC Cards and Travel Insurance: Under a new agreement with the EU, UK residents are now able to apply for a UK Global Health Insurance Card (GHIC) if your current European Health Insurance Card (EHIC) has expired. This will give you access to emergency and medically necessary healthcare in the EU during your holiday. You can still use your EHIC card, excluding Switzerland and Norway, if it is still valid and in date and as part of our terms and conditions, you must also still hold valid travel insurance to cover your personal circumstances, (pre-existing conditions, etc). In Norway, you can show your UK Passport to receive limited urgent healthcare.

Data Roaming: Free data roaming will cease, therefore you need to be aware of any additional charges for using your phone and data abroad. Most of our properties have complimentary Wi-Fi for guests to use, but please remember that this is for social usage only.

ATOL & ABTA: As we are an ATOL and ABTA bonded UK travel company, guests booking with us enjoy comprehensive consumer protection. Your holiday will be protected under the Package Travel Regulations, which means you have the right to a full refund if, for any reason, we can no longer provide your holiday.

Visas: There are no current plans to implement necessary visas to travel in Europe in 2021, but if that changes we will ensure you are made aware before travelling with us.

 

The UK government and ABTA have also put together some useful information about holidaying in the EU after the 31st January 2020. These resources can be found below:

Where can I find your most up to date information on the coronavirus pandemic?

You can find our most up to date Coronavirus advice for guests here.

We’re frequently reviewing the information contained on this page and are committed to ensuring that the safety of our guests is our first priority. The information and policies that follow were made in good faith and correct at the time of publication.

Do I need a visa to travel to Canada?

If you hold an EU or British passport you will NOT require a visa for Canada. However, you must hold a return or onward ticket.

Understanding Your Documents

What documents will I receive?

Once booked, you will receive your invoice within 24 hours. Following on, you will receive another email or letter outlining more information should you need it.

If you have booked through one of our Travel Agent Partners they will forward a copy of the Inghams invoice as well as their Invoice. In both cases (booking direct or through a Travel Agent) a copy of our booking conditions will be sent to you. We always ask that as soon as you receive your holiday invoice you check it to ensure all details are correct and as agreed.

10 days before your holiday you will be sent your holiday documents which are titled ‘Your Travel Itinerary & E-Ticket'. This is the documentation you will need to check in for your holiday (along with your passport and applicable visa, of course). For all Customers, except some of those travelling to Switzerland, your holiday documents will be sent to you by email (where an email address has been provided).

Some customers travelling to Switzerland will receive documents by post, as Swiss rail tickets will need to be posted to you. Please note these documents will not outline specific room aspects or transfer arrangements, you need to refer to your holiday invoice for these.

Why is there a "flight supplement" on my holiday invoice?

We price our holidays using the lowest-priced available to offer a "from price" which is factored into the base price of your holiday. Where flying from a different airport or using a different airline is higher, this will show as a "supplement" on your invoice, but it is still factored in to your total holiday cost at the bottom of your invoice.

A reference to a "supplement" is made on my holiday invoice, what does this mean?

Our holidays are priced using the lowest-cost room type on our programme which is at a zero supplement as the cost for this is factored into the base price.

Where it costs more to have certain room facilities such as a balcony or lake view, over and above the zero supplement, a supplement is applied. In addition, prices are based on two people sharing so if there is a single traveller or additional person travelling, there may be a supplement such as "single use supplement" or "occupancy supplement".

Amendments and Cancellations

I need to change an aspect my holiday or my entire holiday; how can I do this?

Please contact your Travel Agent or call Reservations on 01486 791111 if you booked with us directly, as soon as possible to change any part of your holiday. We will then check if any charges apply from our suppliers and the availability of your new request. An admin fee of £25 per person may apply, as well as any additional costs from our suppliers. No significant changes can be made within 70 days of your departure.

If you booked online, please give us a call on 01483 791111 as changes need to be made over the phone.

I need to change a name, spelling, date of birth or title in my booking. Is there a charge for this?

Depending on your flight, you will be charged £25 to make a name change. Please be aware that some scheduled flights will incur a much higher fee from the airline on top of the £25. Re-ticketing charges by scheduled/low cost airlines in respect of name changes will incur cancellation charges on a scale of £100 upwards. Some scheduled airlines may not permit flight or name changes. Changing all names on the booking will classify as cancellation and incur the relevant fees at the time.

If a date of birth or name is incorrect on your confirmation invoice, we will need to amend this, and there may be an admin charge of £25 as a result. Please be aware that changing your date of birth may affect the cost of your holiday, or any extras that you may have pre-booked, due to child and senior discounts.

If your title (Mr, Mrs, Miss, Mstr, Ms, Dr) is incorrect on our paperwork, this will not affect your travel, as titles do not appear on passports. If you wish however for us to change your title, please call Reservations on 01486 791111 or your Travel Agent. Please note an admin fee will be charged to update your paperwork and any system.

I need to cancel my holiday, what do I need to do?

We really hope that you don’t have reason to cancel your holiday arrangements with us, but if you do, we ask that you let us, or your travel agent know immediately.

If you have booked directly with Inghams, please call Reservations on 01486 791111. Please note that if you have booked via a travel agency, you must cancel with them directly.

Is there a charge to cancel my holiday?

Your holiday deposit is non-refundable. If you cancel prior to the scheduled date of departure, you will be liable to pay the cancellation charges set out in the table on our Terms and Conditions section 4, bracket B. The term “total holiday cost” in the table means the total holiday cost for all persons cancelling and shown on our invoice and includes extras.

Please be aware that if one member of your party wishes to cancel, this may mean that the accommodation booked is under-occupied and result in the other members of the party having to pay any additional applicable supplements or child discount changes to retain the booking.

A cancellation invoice will be sent to you within 7 days.

What if I have to cancel my holiday for medical reasons?

Cancellation charges are levied in all cases, and it will be at the discretion of your individual insurer as to whether your travel policy will cover any losses in this situation.

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