Frequently Asked Questions

Frequently Asked Questions

How long do I need to check-in before my flight?
Bonding and Financial Protection
How do I book?
I have a holiday enquiry/need to discuss my holiday requirement. How can I do this?
How do I order a brochure?
Can I hire a car?
What is there to do on holiday and can I arrange excursions?
What is my luggage allowance?
Will I need a Visa?
How long must I have left on my passport?
How do I get a new Passport?
How and when do I pay for my holiday?
How do I pay the balance of my holiday?
When will I receive my tickets?
Do I need travel insurance?

How long do I need to check-in before my flight?
If you are taking a short haul holiday you will need to check-in at least 2 hours before departure. For a long haul holiday you will need to check-in at least 3 hours before departure.
Please note: in times of heightened security you may need to check in early, please check with us or your airline nearer the time if you are in doubt.
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Bonding and Financial Protection
Yes. Mercury Direct's air holidays and flights are fully protected by ATOL bonding by the Civil Aviation Authority. Our ATOL number is ATOL.1631. For extra reassurance and security Mercury Direct is also a fully bonded member of ABTA. Our ABTA number is V0211. For further information, visit the our ABTA and ATOL Approved - Financial Security page.
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How do I book?
Please visit the How to Book page of our website for more information.
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How do I order a brochure?
Simply call our brochure hotline on 0843 224 0346 and our brochure despatch team will arrange for the required brochure to be sent out to you as soon as possible.
Alternatively, request a brochure online.
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I have a holiday enquiry/need to discuss my holiday requirement. How can I do this?
Our experienced team of reservations consultants will be more than happy to help discuss any travel arrangements whether they are existing arrangements or it is just a holiday you are interested in. Please give them a call on 0800 781 4893.
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Can I hire a car?
We can arrange car hire in Malta or in Cyprus. Please ask our reservations team for details by calling 0800 781 4893. In most other destinations car hire is available, this can be booked in resort through your representative.
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What is there to do on holiday and can I arrange excursions?
You can arrange excursions in all of our destinations through our representatives and handling agents in resort. You should be provided with leaflets and information during your transfer from the airport and these trips are easily bookable during your stay.
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What is my luggage allowance?

Below is a list of baggage allowance by airline. Whilst we make every effort to keep this information up-to-date, we recommend that you check with the airline as we cannot guarentee this information is accurate:

AirlineCodeAllowance
Aegean AirlinesA320KG
Aer LingusEI20kg
Air EuropaUX23KG
Air FranceAF23kg
Air IndiaAI23kg
Air MaltaKM20kg
Air Malta CharterKM20kg
Air MauritiusMK23kg (1 piece only)
Air SeychellesHM20kg
Asiana AirlinesOZ30KG
Atlasjet Airlines IncKK20kg
Austrian AirlinesOS23kg (1 piece)
Bangkok AirwaysPG20kg
bmiBD20KG
British AirwaysBA1PC
Cathay PacificCX20kg
China AirlinesCI20KG
China EasternMU2PC @ 23KG
China SouthernCZ1PC @ 23KG
Cyprus AirwaysCY20kg
EasyJetEZY20kg
EgyptairMS2 Pieces weighing no more than 23kg each per pax
EmiratesEK30kg
Etihad AirwaysEY20kg
Fly Thomas CookTCX20kg
FlybeBE20kg
Garuda IndonesiaGA30KG
Gulf AirGF30KG (Y), 40KG (C)
IberiaIB20kg
Japan AirlinesJL20kg
Jet Airways9W32KG (ECON)
Jet2LS1PC
KLM Royal Dutch AirlinesKL23KG
Kuwait AirwaysKU20kg*
Malaysia AirlinesMH20kg
MonarchZB20kg
Oman AirWY20KG
Onur AirOHY20KG
PegasusPC20KG
QantasQF20kg
Qatar AirwaysQR30kg
Royal Brunei AirlinesBI20kg
Royal JordanianRJ20KG
RyanairFR15kg
Singapore AirlinesSQ20kg
Small Planet AirlinesP720Kg
Small Planet AirlinesLLP20kg
South African AirwaysSA20kg
Sri Lankan AirlinesUL30kg
SwissLX20Kg
Tam Linhas AereasJJ23Kg
TAP Air PortugalTP23kg
Thai AirwaysTG20kg
ThomsonTOM20kg
Turkish AirlinesTK20KG
Virgin Atlantic AirwaysVS23kg
VuelingVY23KG
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How do I get a new Passport?
For information contact the passport office on 0300 222 0000, or visit the passport agency website at www.ips.gov.uk
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How long must I have left on my passport?
For all of our destinations you must have a minimum of 6 months left valid on your passport after your planned return travel date.
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Will I need a Visa?
We have visa information listed under each individual destination on our website. If you need further visa information, it is always available on the relevant country's High Commission website or usually from the country's tourist board. It is essential that you check your visa requirements well in advance of travel. For non-British citizens it is essential that you check your visa requirements as these may be different to those listed on our site. IT IS ALWAYS THE CUSTOMER'S RESPONSIBILITY TO ENSURE THE CORRECT AND VALID VISA IS OBTAINED BEFORE TRAVEL.
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How and when do I pay for my holiday?
A deposit will need to be paid at the time of booking, this is usually £250pp plus any insurance premiums however may sometimes be higher depending on the holiday being booked. 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. The following charges are applicable to all credit card transactions - Mastercard Credit: 1.16%, Visa Credit: 1.57%, Mastercard Premium Credit: 1.71%. Full details are contained within our Terms and Conditions.
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How do I pay the balance of my holiday?
Balance Payments can now be submitted online by accessing the "Manage my booking" section of our website. Pay the balance of my holiday now.
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When will I receive my tickets?
Tickets are usually issued 10 days before departure and will be sent out by post to the 'lead passenger' on the booking. However, if you are making a 'Late booking' (usually within 10 days of departure), someone from our ticketing department will call you to provide you with your ticket information. In this case sometimes tickets are sent out, e-tickets are issued, or tickets will need to be collected at the airport.
If you have a ticketing enquiry, then please call our ticketing department on 0843 224 0069.

POSTAL DISRUPTION UPDATE: Please be aware that we strive to avoid any impact caused by postal strikes/delays. However in all cases if you do not receive your ticket package you will still be able to travel. 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.
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Do I need travel insurance?
All clients travelling on any of our holidays must be covered by holiday insurance against loss of money and luggage, medical expenses, cancellation charges in the event of illness or prior to departure, etc. We recommend that customers take advantage of our special package insurance, which is arranged by Travel and General Insurance. For more information on our insurance available call our reservations team on 0800 781 4893 for details.
Travel insurance is an essential part of a holiday, as in the unfortunate occasion when it is needed it can save you thousands of pounds of medical expenses or other expenses that may be incurred in the case of an incident. Other countries do not operate an NHS system whereby medical treatment is free. Also if there is an emergency at home and you need to get home under certain circumstances your insurer will pay to fly you home.
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