Tiger Holidays · Help & Support

Planning your holiday should be exciting, not complicated. Here you can find answers to some of the most common questions about booking and travelling with Tiger Holidays.

If you cannot find the answer you need, please contact us at [email protected] (sales and support) · [email protected] (general information).

Booking Your Holiday

What is Tiger Holidays?

Tiger Holidays is an online holiday booking service operated by PAXIMUM UK LTD.

For ATOL-protected package holidays sold under our current arrangement, Tiger Holidays acts as an agent for Caria Holidays Ltd, ATOL 11211.

Your booking confirmation and ATOL Certificate will identify the parties and financial protection applicable to your booking.

What holidays can I book with Tiger Holidays?

Tiger Holidays currently focuses on package holidays, combining travel services such as flights and accommodation.

Depending on the package selected, your holiday may also include services such as:

Always check the individual holiday description and booking summary to see exactly what is included.

Which destinations can I book?

You can book any destination that appears in the holiday search on our home page. That search is the definitive list: it reflects the programme, hotels and flight availability we are able to sell at that moment.

Destinations, hotels and flight availability change regularly, so we do not publish a fixed list here — a search for your dates and departure airport will always show the current options.

If you would rather browse than search, our Popular Destinations page collects our destination guides in one place.

Can I book a hotel or flight separately?

Tiger Holidays currently focuses on package holidays.

Standalone hotels, flights and other travel services will become bookable as they are added to the site. Anything available to book will appear in the search alongside our packages, so the search is the place to check.

How do I make a booking?

Search for your preferred destination and travel dates, select your holiday and follow the booking journey.

Before payment, you will be shown important information including:

Please check all details carefully before confirming your booking.

When is my booking confirmed?

Submitting a booking request or making a payment does not necessarily mean that all elements of the booking have been confirmed.

Your booking is confirmed when you receive your Booking Confirmation.

If your booking is awaiting confirmation from a travel supplier, we will inform you accordingly.

Why has the holiday price changed?

Travel prices and availability can change quickly because they depend on live airline fares, hotel availability, exchange rates and supplier pricing.

A price displayed during your initial search may therefore change before you complete your booking.

The final price payable will be clearly displayed before you confirm and pay for your holiday.

What should I do if I entered incorrect passenger details?

Please contact us as soon as possible at [email protected].

Passenger names should match the passport or travel document that will be used for travel.

Airlines and other suppliers may charge for corrections or changes, and in some cases a new booking may be required.

What Is Included in My Holiday?

How do I know what is included in my package?

The holiday details and final booking summary will show the services included in your package.

Depending on your booking, this may include:

Services that are not shown as included should not be assumed to form part of your package.

Are transfers included?

Transfers are included only where they are specifically shown as part of your selected package.

Please check your booking summary and confirmation for transfer details.

If a transfer is included, your travel documentation will provide the relevant instructions where available.

Is baggage included?

Baggage allowances vary depending on the airline and fare included in your package.

Your booking details will show the baggage allowance included with your flight where available.

Additional baggage may be subject to airline availability and additional charges.

Always check your airline's current baggage rules before travelling.

What does my hotel board basis mean?

Your booking will show the board basis included with your accommodation, such as:

The exact services included under each board basis can vary between hotels.

Please check the hotel description and booking information for details.

Are local hotel or tourist taxes included?

Any mandatory charge that can reasonably be calculated in advance will be included or clearly identified during the booking journey.

Some destinations or hotels may require local taxes or charges to be paid directly at the accommodation.

Where we are aware of these charges, we will provide the available information before you book.

ATOL and Financial Protection

Is my Tiger Holidays package ATOL protected?

Qualifying flight-inclusive package holidays sold through Tiger Holidays under our current arrangement are protected under Caria Holidays Ltd, ATOL 11211.

The protection applicable to your individual booking will be stated before you complete your purchase.

What is an ATOL Certificate?

An ATOL Certificate is an important document confirming the financial protection applicable to an ATOL-protected booking.

It identifies information such as:

You should check your certificate carefully when you receive it.

When will I receive my ATOL Certificate?

For an ATOL-protected booking, your ATOL Certificate will be provided in connection with the acceptance of your first payment.

It may be sent separately from your Tiger Holidays booking confirmation.

If you believe your booking should be ATOL protected and you have not received your certificate, please contact [email protected].

What should I do when I receive my ATOL Certificate?

Check that your name and the protected elements of your trip are correctly shown.

Keep the certificate together with your other travel documents.

Does ATOL replace travel insurance?

No.

ATOL protection is not travel insurance.

ATOL provides financial protection for qualifying travel arrangements in certain circumstances. It does not replace insurance covering matters such as:

We strongly recommend arranging appropriate travel insurance as soon as you book. See our ATOL and Financial Protection page for the full position.

Payments

What currency will I pay in?

Tiger Holidays prices for UK customers are displayed and charged in pounds sterling (GBP) unless clearly stated otherwise.

Who takes my payment?

Payments for Tiger Holidays bookings are collected by PAXIMUM UK LTD.

The available payment methods will be displayed during checkout.

What name may appear on my card statement?

Your payment may appear with a PAXIMUM descriptor on your card or bank statement.

Please keep your booking confirmation when checking transactions relating to your holiday.

Can I pay a deposit?

Where a deposit option is available, the amount payable when booking and the date on which the remaining balance is due will be displayed before you confirm your booking.

Deposit options may vary by package and departure date.

Please note that paying a deposit does not necessarily limit your cancellation liability to the amount of the deposit. See Cancellation and Refunds.

When is my remaining balance due?

If you book using a deposit, your booking confirmation will state:

It is your responsibility to ensure that the balance is paid by the specified date.

What happens if my payment is successful but my booking cannot be confirmed?

Occasionally a payment may be authorised while a flight, hotel or another component is still being confirmed.

If we cannot confirm the holiday you selected, we will contact you regarding the available options, which may include an alternative arrangement or an appropriate payment reversal or refund.

Changes and Cancellations

Can I change my holiday after booking?

Changes may be possible depending on the airline, hotel and other suppliers involved.

Changes may include:

Supplier charges, fare differences and applicable administration charges may apply.

Please contact [email protected] before making alternative travel arrangements.

Can I change a passenger name?

Name corrections or passenger changes are subject to airline and supplier rules.

Some suppliers permit corrections for a fee, while others may require cancellation and rebooking.

Contact us as soon as you discover an error.

How do I cancel my holiday?

Cancellation requests should be sent to [email protected] by the lead traveller.

Please include your:

Cancellation charges may apply according to your Booking Terms and the conditions shown when you booked. How those charges are worked out is explained in Cancellation and Refunds.

Do I have a 14-day cooling-off period after booking online?

Generally, the standard 14-day cooling-off period that applies to many online purchases does not apply to package holidays and travel services provided for specific dates.

Your booking's cancellation conditions therefore apply from the point at which your booking is confirmed.

How much will it cost to cancel?

Cancellation charges depend on the conditions applicable to your booking, how close you are to departure and any non-refundable supplier costs.

The applicable cancellation conditions will be made available before booking and should also be checked in your confirmation and Booking Terms.

Before you cancel, you can ask us for a cancellation breakdown showing the total booking value, the amount already paid, the applicable cancellation costs and the amount refundable to you. See Cancellation and Refunds.

How will I receive a refund?

Where a refund is due, it will normally be returned to the original payment method unless another method is required.

The amount and timing will depend on the circumstances of the cancellation and applicable legal and contractual requirements.

Flights and Check-In

Where can I find my flight details?

Your Booking Confirmation and travel documentation will contain the available flight information, including:

Flight schedules can change, so please check your latest travel information before departure.

How do I check in for my flight?

Check-in requirements depend on the airline operating your flight.

Some airlines require online check-in, while others allow or require check-in at the airport.

Please follow the instructions provided in your booking documentation and by your airline.

Where do I get my boarding pass?

Boarding passes are normally issued by the operating airline.

Depending on the airline, you may receive your boarding pass:

What happens if my flight time changes?

Airlines occasionally change flight schedules.

Where we receive information about a significant change affecting your package, we will use the contact details associated with your booking to inform you.

It is important that your email address and telephone number remain accurate.

What happens if my flight is delayed or cancelled?

Follow the instructions provided by the operating airline and check your email and booking information for updates.

If the disruption affects other parts of your package, such as your accommodation or transfer, contact Tiger Holidays using the contact information provided with your booking.

If a flight is cancelled or significantly changed, please contact [email protected] before accepting alternative arrangements directly with the airline, so that we can review how the change affects your package as a whole. See Cancellation and Refunds.

Accommodation

How do I know which room I have booked?

Your Booking Confirmation will show the accommodation, room type and board basis included in your package.

Please check these details carefully after booking.

Can I request a particular room, floor or bed type?

You can contact us with a special request and we will pass relevant requests to the accommodation provider where possible.

Examples include:

Unless expressly confirmed as part of your booking, special requests cannot be guaranteed.

What are hotel check-in and check-out times?

These vary by accommodation.

Rooms may not be available immediately if you arrive before the hotel's standard check-in time, and you may need to vacate your room before your return flight departure time.

Please check the information supplied for your accommodation.

What if there is a problem with my hotel while I am away?

Report the problem to the hotel or relevant supplier as soon as possible so that they have an opportunity to resolve it.

If the matter affects your booked package and cannot be resolved locally, use the Tiger Holidays contact information provided with your booking.

Transfers

Where can I find my transfer details?

If a transfer is included in your package, details will be shown in your booking or travel documents where available.

Please read the instructions carefully before departure.

What should I do when I arrive at the airport?

Follow the meeting-point instructions shown on your transfer documentation.

These may include details of a:

What happens to my transfer if my flight is delayed?

This depends on the transfer provider and the type of transfer included in your booking.

Where possible, suppliers may monitor incoming flight information, but you should always follow the instructions provided in your transfer documentation.

If you are unable to locate your transfer, use the contact details provided with your travel documents.

Passports, Visas and Travel Requirements

Do I need a passport to travel?

You must have the correct travel documents for your destination and any countries you transit through.

Passport rules vary by destination.

It is the traveller's responsibility to ensure that passports and other travel documents meet the applicable requirements.

Do I need a visa?

Visa requirements depend on factors including:

British passport holders should check the latest official UK Government Foreign Travel Advice.

Customers travelling on other passports should also check with the relevant embassy, consulate or immigration authority.

Please see our Passport and Visa Information page for further guidance.

What is Advance Passenger Information (API)?

Some airlines and governments require passenger information before travel.

This can include:

Follow the instructions provided by your airline or in your travel documentation.

Who is responsible for checking entry requirements?

Each traveller is responsible for meeting the passport, visa, immigration, transit and health requirements applicable to their journey.

Requirements can change, so you should check official information both before booking and again before departure.

Health and Travel Advice

Where should I check current travel advice?

We recommend checking the latest UK Foreign, Commonwealth & Development Office (FCDO) Foreign Travel Advice for your destination.

This provides current information on:

Please also see our Health and Travel Advice page.

Do I need vaccinations?

Vaccination requirements and recommendations vary by destination and traveller.

You should check official destination-specific health advice and seek advice from an appropriate healthcare professional where necessary.

Tiger Holidays does not provide individual medical advice.

What if I need to take medication abroad?

Different countries have different rules concerning medicines.

You should check whether your medication is permitted at your destination and whether documentation or restrictions apply.

Travel Insurance

Do I need travel insurance?

We strongly recommend arranging suitable travel insurance as soon as your holiday is confirmed.

Your policy should be suitable for:

Is travel insurance included in my Tiger Holidays package?

Travel insurance is not included unless your booking specifically states otherwise.

Tiger Holidays does not currently provide individual insurance advice.

Please see our Travel Insurance page for more information.

Accessibility and Special Assistance

I have reduced mobility or accessibility requirements. What should I do?

Please contact us before booking wherever possible so that we can obtain information about the suitability of the travel arrangements and pass necessary assistance requests to the relevant suppliers.

Email: [email protected] (sales and support) · [email protected] (general information)

Can you guarantee a special assistance request?

We will make reasonable efforts to arrange requested assistance, but services provided by airlines, airports, hotels and transfer companies are subject to confirmation by the relevant supplier.

Do not assume a special request has been accepted until it has been confirmed.

For further information, please see our Accessibility Statement.

Travel Documents

What documents will I receive?

Depending on your booking, your documents may include:

Some documents may be issued separately.

I have not received my booking confirmation. What should I do?

First check your email spam or junk folder.

If you still cannot find your confirmation, contact [email protected].

Please include the lead traveller's name and any booking or payment reference available.

Do I need to print my travel documents?

Requirements vary between suppliers.

We recommend keeping your travel documentation readily available on your phone and retaining an offline or printed copy where practical.

Airline boarding-pass requirements should always be checked directly with the operating airline.

While You Are Away

How do I contact Tiger Holidays?

For general booking and customer-service enquiries: [email protected] (sales and support) · [email protected] (general information)

Your booking or travel documentation may contain additional contact information to use while travelling.

What should I do if something goes wrong during my holiday?

If the problem relates to a hotel, transfer or another local service, report it to the relevant supplier immediately and give them an opportunity to resolve it.

You should also contact us without unnecessary delay where the problem affects your package.

Do not wait until you return home to report a significant problem that could reasonably have been addressed while you were away.

What should I do in a medical emergency?

For an immediate medical, safety or security emergency, contact the appropriate local emergency services first.

Then follow the assistance and contact information provided with your Tiger Holidays booking where the situation affects your travel arrangements.

Complaints

How do I make a complaint?

If you have a problem while travelling, please report it immediately to the relevant supplier and to us where appropriate.

For complaints before or after travel, email [email protected].

Please provide:

For more information, please see our Complaints Procedure.

Privacy and Personal Information

How is my personal information used?

We use personal information to search for, arrange and manage your booking, process payments, provide customer service, comply with legal requirements and communicate necessary travel information.

Where necessary, information may be shared with airlines, hotels, transfer providers, technology providers and other organisations involved in providing your travel arrangements.

Please read our Privacy Notice for full details.

Why might you need health or accessibility information?

We only ask for relevant health or accessibility information where it is needed to arrange requested assistance or assess the suitability of a travel service.

Please only provide information necessary for that purpose.

Can I manage cookies on the website?

The Tiger Holidays website currently uses only the cookies and similar technologies necessary to operate the site, maintain a booking session, protect the service and process payments. We do not activate optional advertising or behavioural analytics technologies.

Most browsers allow you to block or delete cookies, although blocking strictly necessary technologies may prevent booking, security or payment features from working correctly.

Please see our Cookie Policy for further information.

Still Need Help?

If your question is not answered above, please contact [email protected] (sales and support) · [email protected] (general information).

When contacting us about an existing booking, please include your booking reference and lead traveller name so that we can assist you more efficiently.

Before travelling, remember to check your booking documents, passport and visa requirements, current official travel advice and travel insurance cover.