All your questions answered (hopefully)
Why should I book with you?
As an independent travel agency we will work on your behalf. We'll get to know you and genuinely care about making your holiday the very best it can be. In most cases, we will have access to information about rates and routes that the average consumer might not have, saving you time and money. We love to travel ourselves and have many contacts all over the world to help enhance your trip!
How can you save me time and money?
As a registered independent travel agency we have access to exclusive offers, competitive rates, insider travel knowledge, destination events and extended support services. We will often receive preferential rates through our partners that can't be found online.
Where have you travelled?
We haven’t been everywhere but it’s on our list! We have however travelled to almost 50 destinations including many of the Caribbean islands, North & Central America, South-East Asia, Indonesia, Australia, New Zealand, Fiji as well as numerous European destinations, Italy is a personal favourite. If we haven't been to the place you're considering going to, there is a very high chance we will know someone who has in the extended Paynes Personal Travels family!
What flexibility is there with coronavirus?
All suppliers are following and adhering to government guidelines. Each supplier has different flexibility offerings which will be discussed at the time of enquiry to make sure you are confident in your booking.
How is my money protected?
We're partnered with InteleTravel, a company that is recognised by every major travel supplier including every resort, hotel brand, cruise line, holiday company and tour operator in the world.
Flights and flight inclusive holidays are financially protected by the ATOL financial protection scheme and you will receive an ATOL certificate for this.
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We're also a member of ABTA, the UK Travel Trade Association for tour operators and travel agents, which means you have the benefit of ABTA’s assistance and Code of Conduct. All package holidays are covered by a scheme protecting your money if the supplier fails.
What information should I think about before contacting you?
Please use the contact form when submitting your enquiry, this covers all the initial information required to respond effectively to your enquiry. Prior to making a booking additional information may also be requested.
When can I expect a response?
We endeavour to respond to all enquiries within 48 hours.
What is the booking process?
When you're happy to commit to your booking, either a credit card authorisation form or a payment link will be sent to you to complete the booking. We will then send through the final confirmation details once the supplier has confirmed everything from their side.
Are there any transaction fees?
Not from us directly but some suppliers may charge variable credit card fees - we will advise you of this during the booking if relevant.
Do I have to pay upfront for the whole booking?
Each supplier has different deposit schedules which will be discussed at the time of enquiry so that we can make sure it works for you.
How do you make money?
If you book through any travel site or even directly with suppliers, they make a commission. In the same way, we would receive a commission from the supplier as a thank you for securing a booking with them! There are no service fees or extra cost to you - you will always be presented with the best available price.
How do donations help Samaritans?
You are not paying any additional money for a donation to be made, this is a contribution made by us.
£5 could cover the cost of a call for help from someone struggling to cope.
£12 could support an existing volunteer for 3 months.
£24 could keep Samaritans’ helpline open for 3 minutes.
For every £1 donated to Samaritans, 85p goes to services and just 15p is invested in raising the next £1.
Are there any age restrictions with bookings?
Depending on the type of trip you are looking to plan, there may be some age restrictions but we'll make sure you are aware of this.
What are the terms and conditions of my booking?
Each supplier has different terms around things like deposit schedules, cancellation policies and final payments. All of this will be discussed at the time of enquiry and you will be provided with the relevant terms and conditions.
How do I leave feedback for you?
Please email directly, feedback is so important to us and we would love for you to share your comments.
How can I reach you on my trip in case of emergency?
Emergency details will be issued with confirmation details. We'll also check that you are happy for your contact details to be passed onto suppliers where needed.
Data Protection
You have the right to see the personal data we hold about you and request modification or deletion. Please feel free to request a copy of the privacy policy if required.