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Frequently Asked Questions

Before you travel

British citizens require passports to exit and enter the UK and all other countries in the world. It is your responsibility to carry the correct identification while travelling abroad.

For British citizens, the majority of countries require a passport to be valid for at least three to six months after your trip finishes, therefore, it's often best to make sure your passport is valid for at least six months from your return date. However, many European countries do not enforce the six month rule and may only require validty for the duration of your holiday.

Visit the HM Passport Office website and the Foreign and Commonwealth Office website for more details.

We strongly recommend that you and all members of your party are suitably insured as soon as you book your holiday. It is a condition of booking that you must have suitable travel insurance. It is important that you purchase travel insurance that suitably covers your participation in whatever activities you may undertake at the time that you make your booking.

To arrange your travel insurance (which includes COVID19 cover) please telephone Rock Insurance on 01293 855841 and get 5% off using the discount code MERC5.

Please ensure you provide us with the name of your insurer, policy number and their 24 hour emergency contact number as soon as possible. Mercury Holidays will not be liable for any costs incurred by you due to your failure to take out suitable travel insurance from the date of booking.

Tickets are usually issued 7-10 days before departure and will be sent out by post to the 'lead passenger' on the booking unless you have requested otherwise. However, if you are making a ‘Late booking’ (usually within 10 days of departure), tickets or information on how to obtain your tickets may be emailed to you. If you have not received your ticket package by three or four days prior to departure please contact us (either by phone or email) and we will give you the information you need. Most flights are either ticketed "Electronically" or "Ticketless"; in both these cases the procedure is very simple. On the rare occasions where a flight requires a paper ticket it is very simple for us to arrange for the ticket to be available at the airport.

If you need assistance at the airport and haven't made these arrangements at the time of booking, you'll need to let us know before you travel. Please call or email us to arrange this.

We advise all passengers arrive at least two hours before departure on short haul flights and three hours before departure on long haul flights.

We would also recommend you plan your route ahead before you travel and allow plenty of time for traffic and possible delays through airport security.

If you wish to amend or cancel your holiday, you will need to contact us to do so. You will be charged a fee if you change or cancel your holiday. You will be informed of the costs before you complete your amendment or cancellation. Please note, if you wish to amend your holiday this must be done at least 10 weeks from your departure date. We will include a standard amendment fee of £30pp and any additional costs from hotels and/or airline. Please note, if you wish to cancel your holiday, it we be cancelled as per our cancellation charges - please refer to our terms and conditions for further information.

Any special requests that you make at the time of booking will be passed onto the hotel; however, we cannot guarantee that these will be fulfilled. The hotel will of course do their best to try and accommodate all special requests but this is subject to availability and the hotel's discretion.

If you'd like to make a special request after your booking has been completed, please contact us so we can add the request onto your booking and pass the comments onto the hotel.

We can arrange car hire in Malta or in Cyprus. Please ask our reservations team for details by calling the admin department. In most other destinations car hire is available, this can be booked in resort through your representative.

You'll need vaccinations to visit some of our destinations. If possible, see the GP or a private travel clinic at least 8 weeks before you're due to travel. Some treatments, for malaria for example, should begin well before you go. If you're booking within three weeks of your departure, speak to your doctor before you book. If you have a pre-existing health problem, this may make you more at risk of infection or complications from a travel-related illness. Please visit the Foreign Travel Advice website for more details.

A deposit will need to be paid at the time of booking, this is usually £250pp. The deposit applies to adults and children. A deposit will only be taken providing you are making the booking more than 10 weeks before departure. If you are within 10 weeks of travel then a full balance payment will be payable. You can pay by cheque, debit and credit cards. There is no charge for Debit or Credit Cards payments.

On Holiday

We want your holiday to be everything you expect it to be and more, so if something isn’t as planned please get in touch with your Mercury Holidays representative. They will be sure to assist you as much as possible to try and resolve the issue straight away. If for some reason the issues be resolved whilst you are on holiday, then please write to our Customer Relations Team upon your return.

If you want to upgrade and it is too late for us to do so, then the best way to do this is to check with reception when you arrive as they will be able to confirm their availability for any room upgrades. Most hotels that offer higher categories of board basis' will let you pay a supplement to upgrade locally, which is something you would be able to do directly with reception.

Pick up times are normally available from 48 hours before your flight. All pick up times will be scheduled to ensure that you get to the airport with plenty of time to make your flight. As standard transfers include picking up other pssengers on the way, your pick up time may be earlier than expected. You can find out your pick up time either from the hotels reception, their information board or by contacting the Mercury Holidays Representative. If you have a private transfer, you can find out your pickup time either from reception or from contacting the Mercury Holiday representative.

Check out time varies at each hotel, but usually you would need to leave your room by between 10:00am - 12:00pm on the last day of your holiday. You'll be given details of the check-out time when you get to your hotel. If you have an evening flight, you may be able to arrange late check out with the hotel. Please note, this will be based on availability at the hotel and will not always be available. If this option is not available, you may be able to store your suitcases at the hotel so you can explore or relax without worrying about them - the hotel will inform you of this at the time of check out.

When you get back

If you feel the holiday was not up to your standards then please write to us upon your return. You can either email customerrelations@mercuryholidays.com or send a letter to - St Johns House, Suffolk Way, Sevenoaks, Kent, TN13 1YL.

Please provide as much information as possible, including your booking reference and holiday dates, where applicable.

Special requests are often at the discretion of the hotelier and can not always be guaranteed. If you had your request confirmed before you travelled then please contact us. Otherwise, it is beyond our control and therefore no compensation is available.

If something was included as part of your holiday and you have confirmation of this on your documents, then you should have received this. This includes: transfers, board basis, room upgrades and luggage. If this is not the case and you have receipts for costs occurred to yourself then please email them to customerrelations@mercuryholidays.com and we can review your case.

If you did not travel on your holiday and require proof of this to make a claim through your insurance then please contact our Admin Team, they will be able to help you gather the documents you need.