to book your next holiday call us on
020 3542 8888
our travelplanners are waiting to assist you or visit our retail offices at Unit 2, Loughton Business Centre, Langston Road, Essex IG10 3SJ

Important Information

Click on each heading to read relevant updates

Travel Credit - COVID-19

Updated: 04:06:2020

Travel Credits that have been issued as a result of Covid-19 are valid for travel for two years from your original date of travel.  The Travel Credit can be used on your new holiday which needs to be booked by 31 March 2021 and travel must be completed by 31 December 2022.  As soon as you convert your Travel Credit into a booking it then becomes ATOL protected and we will then issue you with a new ATOL certificate.

Our experienced travel advisors are on hand to assist you in any way that we possibly can.

Travel Credit Note Terms and Conditions

  1. The Travel Credit Note may only be used to book a travelplanners holiday ​
  2. The new holiday must be for the same or greater value than the original holiday booked ​
  3. The re-booking must be made by 31/03/21 for travel on or before 31/12/22 ​
  4. Any outstanding balance will be due 10 weeks before the new departure date (unless a cruise is also booked when the balance will be due 15 weeks before departure) ​
  5. This Travel Credit Note is non-refundable and non-transferable  ​
  6. A new ATOL Certificate will be issued as soon as re-booking has been completed​
  7. With the exception of this flexible Booking Policy the rest of our standard terms and conditions apply


Refunds - COVID-19

Due to the operational difficulties caused by the COVID19 crisis, we are focussing our resources to work with our travel partners and are assisting getting those customers who are still overseas, safely back to the UK as quickly as possible.

Over 80% of our customers that were due to travel during April, May and June this year have now delayed their holiday and re-booked with us to travel this autumn and next year. You may delay your holiday again as many times as you wish.

For those customers who have chosen instead to apply for a refund, we would first and foremost advise you to contact your insurance company and initiate a claim. 

We have created a dedicated Refunds Team with their own email address This email address is being protected from spambots. You need JavaScript enabled to view it. to handle all of the correspondence. Regretfully due to the large volume of enquiries we are not able to discuss issues relating to refunds by phone. 

We are unable to process and refund customers before we have received funds back from our travel partners. As your tour operator, as soon as our suppliers that include airlines, hotels, car rental companies, cruise lines and ancillary service providers have processed our refund request relating to your booking, we will then be able to process it as quickly as we can.

As we are all dealing with a truly unprecedented crisis, the situation is understandably considered as ‘force majeure’ as COVID19 was certainly unforeseeable and outside the company’s reasonable control.

Consequently, many terms contained within the Package Travel Directive were not written to deal with this unprecedented crisis and would therefore would not reasonably apply. In particular, ABTA and other trade bodies have stated that due to the substantial number of customer refund requests, the time period required to process these has to be significantly extended, but this new date has not yet been confirmed.

To reassure you, we hold an ATOL licence issued by the CAA that financially protects the money that you have paid for your holiday. We are also ABTA members so that you know that you can book with confidence.

We do appreciate that this is a very difficult time for everyone which is why we have introduced our Flexible Re-booking Policy and are doing everything we can to process all administrative requests as quickly as possible.

We will update this page when we have further information. 


Flexible Booking Policy

As the situation with the CORONAVIRUS (COVID-19) is continually developing please see below our updates regarding new and existing bookings.  We will continue to update this as the situation develops in the days and weeks going forward.

Date issue: 18/03/20 
Applicable to: Existing Bookings/New Bookings
Valid from: 17/03/20 
Valid to: 31/10/2021 (subject to amendment) 

Existing Bookings 

  • Customers can request to re-book to any available date, our dedicated Sales Team can discuss all of your options with you.
  • Amendment fees will be waived  
  • Any monies paid will be transferred to new bookings  
  • Where a balance has not yet been paid, it will be due 12 weeks before the new departure date (unless a cruise is also booked when the balance will be due 15 weeks before)  
  • If you are unable to re-book and want to apply for a refund, please email the details through to our refunds team on This email address is being protected from spambots. You need JavaScript enabled to view it. with the booking number and date of travel in the subject line and we will get back to you to discuss your options
  • With the exception of this flexible Booking Policy  the rest of our standard terms and conditions  apply
  • Call 020 3542 8888 if you would like to make any amendments or discuss your holiday with one of our team

New Bookings

  • Customers making new bookings that only require a deposit at this stage may subsequently re-book to any new date (as often as they wish) within one year of their current or future departure date 
  • Amendment fees will be waived
  • Any monies paid will be transferred to the new booking 
  • No further deposit for the new booking will be required
  • The new balance will be due 12 weeks before the new departure date (unless a cruise is also booked) 
  • We will advise at the time of a new booking if it contains any element that cannot be transferred to a new future date e.g. airline tickets that require immediate issue or certain cruise lines

Please email any queries to This email address is being protected from spambots. You need JavaScript enabled to view it.

Useful websites relating to the Coronavirus: 

UK Government: 

USA Government: 


Virgin Atlantic: 

British Airways: 

Royal Caribbean Cruise Line: 

Norwegian Cruise Line:

Customers away from home

Updated: 12:55PM 17/03/2020

Please re-check this page for updates

Customers currently overseas and flying on Virgin Atlantic must complete this information as soon as possible so the airline can contact you and make arrangements to fly you home.

 Other airline information to follow

COVID-19 Travel Update

Updated: Noon 04/02/20 

Due to the outbreak of the Coronavirus in China, the World Health Authority has formally declared it a Global Health Emergency until this virus is brought under control.

Consequently a number of countries and travel suppliers around the world have implemented certain travel restrictions as a precaution. These restrictions have been put in place to minimise risk and improve the safety of overseas travellers.

Only those who have travelled through China within two months of further travel are likely to restricted and could be prevented from boarding certain flights and ships in various countries. 

Customers who have not recently returned from China can continue to travel to other destinations without concern. 

As the information relating to the Coronavirus is changing quickly, we strongly advise that you refer to both the government and your travel supplier websites for further updates. 

Useful websites relating to the Coronavirus: 

UK Government: 

USA Government: 


Virgin Atlantic: 

British Airways: 

Royal Caribbean Cruise Line: 

Norwegian Cruise Line:

Travelling Overseas Safely

Whether travelling within the UK or overseas, there are associated risks that you should be aware of. Consequently, we strongly recommend that you check the Government’s Foreign and Commonwealth website both before you book and before you travel for the latest advice.

Checking Travel Documentation

Our written official confirmation forms the basis of our contract with you. To ensure that there has been no misunderstandings it is essential that you check all of your travel documentation as soon as you receive them to ensure that any travel dates, airline, accommodation, addresses and other items purchased match exactly what you require and that there are no items missing. Should this not be the case you must contact our After Sales department immediately and no later than 24 hours after receipt to inform us so that we can make the necessary amendments, or we cannot be held responsible for any consequential costs to make further changes.

Passports & Visas

It is your responsibility to ensure that your documents are in order when travelling overseas. For visitors to the USA each member of your party (including children) must have their own machine-readable full & valid British passport. It must be valid for at least 90 days from your arrival date if you intend to apply through the Electronic System for Travel Authorisation (ESTA) using the U.S. Visa Waiver Scheme. If your passport does not show that you are a British Citizen (for example British Subject), you will need a visa for entry into the U.S.A. Before making your reservation please see the ‘Passport & Visas’ section of our booking conditions. Should you need the U.K. Passport Agency to issue new passports, we recommend you allow a minimum of 6 weeks for this process. At the time of going to press the US Government has stated that visitors with valid machine-readable passports may continue to travel without a visa under the Visa Waiver Program. Passports issued on or after October 26th 2005 are required to have a digital photo and integrated circuit chip otherwise you will be required to obtain a visa to travel to the United States. The UK Passport Service suggests that ‘if you are 16 or over and haven’t yet got a passport, their recommendation is that you should apply for one at least six weeks before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this.’ For up-to-date information, please contact the British Passport Office on 0870 521 0410 or or the US Embassy on 09042 450 100 or Travel to or through Canada requires an ETA. For all other destinations please check

Automated Passport Control Now Available on Arrival at Orlando

These Kiosks aim to speed up the arrivals process and are available to arriving International customers who meet the following criteria:

1. You must have entered the US since 2008.
2. You must be a citizen from a US visa waiver country
3. You must have ESTA travel authority or
4. US and Canadian citizens are also eligible.

You will be directed to the correct immigration queue on arrival. Please have your passport and flight details ready.

ESTA, APIS & SFPD For Travel to the USA

All visitors must supply certain information online through the Electronic System for Travel Authorisation (ESTA) if they wish to enter the USA using the current Visa Waiver Program (the alternative is to obtain a Visa from the US Embassy). ESTA is operated by the U.S. Department of Homeland Security and currently charge $14 payable online for authorisation that will be valid for two years. 
We strongly recommend that you complete the online ESTA process as soon as you have booked (and at least minimum of 72 hours before departure) because in the unlikely event that you do not receive an ESTA approval for travel, you will need to apply directly to the US Embassy for a Visa. To apply please click here
In addition, The United States Customs and Border Protection require all airlines collect and transmit certain passenger information prior to departure, using their Advanced Passenger Information Systems (APIS). The information required includes your country of residence, the full address (including the zip/postal code) for your first night's accommodation in the US. Please ensure that you enter this information via your airlines website before leaving for the airport to ensure that you do not encounter any unnecessary delays.

Travel Insurance

Your holiday price does not include travel insurance and it is vital that you purchase a policy that has sufficient cover for both medical expenses and costs relating to bad weather. Travel insurance provided by most credit card companies does NOT offer sufficient cover.
We strongly recommend that you purchase travel insurance that is specifically designed for travel to the U.S.A. and in particular covers the matters relating to interruption or cancellation caused by bad weather. 

Expectant Mothers

Travellers who are more than 26 weeks pregnant on the date of their return flight should check with their doctor as to the advisability of flying, the airline carrier as to their eligibility to fly and their travel insurance provider to ensure that the policy is valid.

Check-In Times (Flights)

With the increase in pre-flight security screening you are advised to be at the check-in desk at least 3 hours before the scheduled departure time. As the scheduled departure may be brought forward for operational reasons you must re-check your departure time. Please also allow sufficient time to get from the check-in desk to your departure gate at least 30 minutes before your departure time.

Online Check-In

We strongly advise customers to use the online check in facility provided through the airline’s website at the first available opportunity, which is usually 24 hours before the flight departure time. This should ensure that the airline contacts you in the event of any significant change of departure information and would also be of benefit should you get unexpectedly delayed when travelling to the airport.

Name Changes

Name changes (including minor spelling) are not permitted by the airlines and will usually incur a cancellation penalty.

Reserved Seat, Meal & Special In Flight Requests

Where an airline accepts in flight requests for a items such as reserved seats and dietary meal needs, if required these should be made by you with us at the time of booking and will be passed through to the airline to action. For operational reasons including the change of aircraft type these requests can never be guaranteed and are still subject to change even after confirmation by the airline. Airlines will always try and seat members of the same party together but this cannot be guaranteed.

Children Under 18 Travelling Alone

Please inform the airline directly, quoting your booking number, if you have made a booking for an unaccompanied child under the age of 18 years. They will arrange for a member of staff to meet children at the check-in desk, accompany them through passport control, keep an eye on them during the flight and ensure that they are not left unattended at their destination. To enable the process to run smoothly the airline will need to be supplied with answers to a number of questions and may levy a charge for this administrative service. Some hotels do not allow under 21s in a room by themselves – please check at the time of booking for details.

Reconfirming Flights

As unavoidable changes to scheduled flight times can occur, we recommend that you reconfirm every flight with the relevant airline directly or via the website 24 hours prior to departure. If your itinerary consists of several different flights and you either miss or do not intend to use any one of them, you must contact the airline in advance. Not using them in the correct sequence will result in the balance of the itinerary being cancelled and no refund will be available.

Group Seats

To help ensure that our customers get the best prices over a large range of popular departure dates to the USA, we pre-book a number of flight seats on a group basis. The key benefits to customers are:

  • Lower prices flight seats
  • The opportunity to book popular departure dates that are often sold out
  • Keeps prices low particularly during school holidays

Unless otherwise stated, all of the bookings we confirm to Orlando in Florida will be part of one of our ad-hoc groups.

Please note that as part of our commercial terms with our airline suppliers, the tickets for every customers travelling in the group can only be issued at them same time once we have passed all of the customer name to the airline approximately 21 days before departure.

Consequently customers wishing to take advantage of our Group Seats should be aware that we cannot issue tickets prior to 21 days before departure and therefore special flight seat requests will not be able before ticket issue.


The free luggage allowance on international flights is more generous than for flights taken within the USA. Many airlines now charge extra for checked luggage and this must be paid locally. For details of the luggage allowance for our main airlines both to and from the USA, from the UK and internal flights within the USA CLICK HERE. (Please note that this is a guide)

Check In/Check Out Times (Accommodation)

These times vary, but generally you will be expected to check-out between 10am and noon and check in no earlier than 3pm. You may be able to request a ‘late check-out’ with the hotel front desk on the day of departure,but some hotels make a charge for this, which must be paid locally.

Triple & Quadruple Rooms

A third or fourth person in a room will either share existing beds or an extra bed (which might be a camp bed style) will be placed in the room. Charges for extra beds and baby cots (cribs) are payable locally, direct to the hotel.

Hotel Resort Fees & Charges

An increasing number of U.S. hotels are now introducing ‘resort fees’ to cover items such as newspaper delivery, in-room safe, the use of a gym etc. They are usually between $15 and $30 per room per day and must be paid locally unless we have stipulated on your confirmation that they are included in the price quoted. Unless you state otherwise at check in, hotels assume that all guests will be happy with the resort fees and will automatically add it to your reservation. Please discuss this with hotel staff at check-in to ensure that there are no unwanted additional charges on your bill when checking-out. Your hotel is also likely to make a daily charge for both valet and self parking and this will be payable locally.

Credit Card Deposits

Accommodation, car rental companies, cruise lines and other suppliers will normally require you to provide them with a credit or debit card when you check in. This enables you to charge items such as rooms service, phone calls, restaurant meals etc to your bill when you check out. It is also standard procedure for those travel suppliers to obtain a pre-approved credit limit authority for a reasonable amount depending on your length of stay and standard of hotel. This pre-authorisation will debit the card provided, but may reduce the available spending limit on your card. Consequently we suggest that you may wish to consider contacting your card provider to arrange a temporary credit increase before leaving the UK.

Website Accuracy & Hotel Reviews

Every effort has been made to ensure the accuracy of description, information and prices. However it is possible that an advertised facility may be withdrawn or changed: whenever practical, we will advise of such changes. Your reservation will always be subject to the terms stated on our printed confirmation and should this conflict with any verbal information received, the printed confirmation takes precedent. All pictures shown represent the standard of travel products provided, but we reserve the right to provide similar products to the same or better standard depending on availability. The hotel reviews in this website are subjective and all reasonable effort has been made whilst preparing material, however no warranty is given that the information displayed is complete or accurate. USAirtours does not assume and hereby disclaim all liability to any person for any loss or damage caused by errors or omissions in the information displayed, whether they result from negligence, accident or any other cause.

Villa, Home & Apartment Rental

An increasing number of customers are bookings villas and apartments instead of hotels. These properties are privately owned and are pre-inspected to ensure they meet our required standards. They are all furnished and tastefully decorated to the owners’ tastes and range in quality and appearance from the value-for-money older more lived-in homes up through to the highest grade luxury properties.
A number of homes and villas have their own private pool and for those customers that would like it heated prior to arrival, it should be requested at the time of booking as it would usually take a minimum of 24 hours to warm up.
The pool heater is designed to raise the water temperature to approximately 10 degrees fahrenheit above the external air temperature so at cooler times of year, the pool will heat to will feel more luke warm than hot. When the outside temperature falls below 60F the pool heaters automatically switch off and in such circumstances we are not able to arrange for pool heat refunds.
Should the pool heater require any maintenance during your stay please contact us and we will arrange for an engineer to visit but depending on demand this could take up to 24 hours. To maintain quality an inventory is taken and the property is cleaned after each guest has checked out. We want to ensure you have an enjoyable stay and if you have any concerns with the property during your holiday please contact us immediately on the Freephone number provided so we can address any issues.
Please note that it is standard practice that when you complete you online Villa registration, we will ask for a credit card and take a non-refundable property protection insurance of £50 to cover possible breakage or damage during your stay. Please check with your sales advisor if you have any queries regarding this.
There are occasions when certain properties at a particular address or location cannot be provided after confirmation for unavoidable operational reasons. These could include a serious maintenance issue or the removal of property form the rental programme for quality reasons or by the owner. In those unusual circumstances it may be necessary to substitute a similar or superior property at short notice. Should this occur we will always look to provide an alternative that is located as close to the original property booked whenever possible, depending on availability and season.

Car Rental

Driving in America is both easy and convenient, however it is vital that you, your passengers and vehicle are adequately insured. You will need a full national driver’s license photo I.D and be a minimum of 21 years of age before being allowed to rent a car and a surcharge for drivers under the age of 25 will need to be paid payable locally. The main driver will be required to show a credit card (not a bank debit card) that matches the drivers name before the car can be rented. Any proposed additional drivers also need to be declared before the car rental collection and their driving licences will also need to be shown. 

We strongly recommend that you visit to obtain a code so that Rental companies can access your licence. To access this code you will need to provide your driving licence number, your national insurance number and the postcode on your driving licence. As this code is only valid for 72 hours, we recommend that you take the details required for this code, and obtain the code prior to your car hire within 3 days prior to collection. For more information, please contact us on 0844 576 6199

You should also be aware that there are likely to be local taxes to pay in addition to any pre-payment made in the UK. However it is now possible to save money by pre-paying almost everything when you book with us and we strongly recommend you purchase at the all inclusive rate before you go. Full terms and conditions of rental are available on your car rental’s website and please check your rental agreement carefully and ensure that you query anything you are not sure about with the rental agent before signing the agreement. To avoid any additional rental charges please return the car by the specified time and date, allowing plenty of time to get to your flight check in desk at least two hours before departure.

Click here to see some examples of the cars we have available for you to hire!

Local Charges & Taxes

Any fees and charges quoted as payable locally while overseas are exclusive of the applicable local city and state taxes (which are subject to change without notice) and must be paid in addition to the charges that we quote.

24 Customer Care Line

Should you have any problems whilst you are away, your first action should be to take up the matter with the onsite manager representing our Company. However if the problem is not solved promptly to your satisfaction you should contact us immediately (and no other agent or representative) on our Freephone number shown on our documentation to give us the opportunity to resolve the problem quickly. Outside UK office hours, calls are answered by our Duty Office 24 hours a day who will either provide further information required or escalate the matter to our Duty Manager who will take the appropriate action.

Hazardous Sports

If you are going to take part in potentially hazardous activities such as skiing, canoeing and diving (sky or sea), follow all the relevant safety guidance and check that your medical insurance covers you fully in the event of an accident.

Care in the Water

Do not swim when warning flags show, take care at all times and never dive into water without checking that it’s deep enough. An adult who can swim well should always supervise children. Young children should never be left unattended near any stretch of water – not even a paddling pool.

Bugs & Insects

Cleanliness and health is generally of a high standard throughout the USA and Canada, however at certain times of the year, particularly in humid climates it is likely that you will see certain harmless insects inside your living accommodation. In these circumstances we recommend that you keep door and windows closed, but if you feel further action is required please contact us immediately on our 24 hour Customer Care line and we will arrange for our onsite representative to resolve the matter.

Travel Delays & Emergencies

It is possible that your travel plans could get affected before departure or interrupted while overseas for a variety of reasons including adverse weather conditions, airport closures or flight cancellations. In circumstances where you are unable to travel and have booked a package holiday with us, we act as the Tour Operator and as part of our responsibilities under the Package Travel Regulations we will assist you by re-booking flights, local accommodation and other travel products whenever you request us to do so. We provide you with a telephone number to contact our Duty Office directly and this is manned 24 hours day.
To enable us to contact you by text or phone call and advise of any itinerary changes, it is essential that you provide us with your mobile phone number at the time of booking.
In the event of a flight cancellation your airline will automatically re-book you on their next available flight at no extra cost. Any reasonable costs caused by the delay including additional local hotel accommodation and meals for all members of travelling party can be reclaimed directly from your airline as part of their responsibilities under the European Directive 261/2004.
As this Directive only applies to airlines with headquarters based within the European Union we strongly advise that you take out travel insurance with sufficient cover to reimburse you for additional costs caused by travel delay. 
Should you have to make a claim to your airline on your return, please keep all relevant receipts and information relating on how to claim can be found on our website.

Duplicate Airline Bookings

Before confirming your booking with TravelPlanners some customers may have made an earlier reservation with the same airline on the same flight with another company. Should that occur we will not be aware of the earlier reservation and the airline reserves to right to automatically cancel any duplicate reservation including confirmed bookings with TravelPlanners.  If for any we were unable to re-book your reservation in these circumstances, we will refund any payment received for the flight portion before ticket issue, but the balance for any non flight elements would be non-refundable and we would not be liable for any additional costs. 

Zika Virus

The Zika virus has been in existence for many years around the world and it can only be caught from those specific mosquitos that carry the virus or through unprotected sex with an individual that has caught it already.
Only around 1 in 5 people infected develop any symptoms at all and the virus is not considered as a serious risk to either adults or children in good health.
There is a small health risk to unborn babies and so pregnant mothers with plans to travel to identified cities where the Zika virus is present, have been advised by the Government's Foreign and Commonwealth Office to postpone non-essential travel to the affected area. While Zika is present throughout the Caribbean and Mexico, the only area currently designated as having the Zika virus within the USA is specifically Miami/Dade county. The risk in the rest of Florida (including Orlando) is considered as just moderate and pregnant women should only consider postponing non-essential travel until after the pregnancy. 
As the Tour Operator, we are responsible for providing your holiday under our own standard terms and conditions and these may differ from the terms of an airline or any product that we supply as part of your holiday. While we will not be offering refunds to pregnant customers, we will be assisting them to postpone their trip in conjunction with government advice. Where possible, we will also arrange to transfer the booking to an alternative destination or arrange for a ‘name-change’ to enable another traveller to replace a pregnant customer not wishing to travel. Should customers wish to cancel, our normal booking conditions do still apply but they can make a claim for any losses directly to their travel insurer. Pregnant customers that would like us to assist amend their travel itinerary should send us a copy of their MAT B1 form signed by their doctor or midwife to the email address shown below. 
For health related information regarding the Zika virus we recommend that you follow ABTA’s guidance by visiting their web page: health & medical information
If you have any specific questions relating to a particular booking, please email them to This email address is being protected from spambots. You need JavaScript enabled to view it. or call 020 3322 1570 and we will respond as quickly as possible.

Updated: 20th December 2017


or to book your next holiday call us on
020 3542 8888
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Opening Times

Bank Holiday Monday 10:00 - 16:00
Tuesday - Friday 09:00 - 19:00
Saturday 09:00 - 17:00
Sunday  10:00 - 16:00