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    Changes & Cancellation

    • Why can't I login to my account?

      We're sorry to hear you're having issues logging into your account. There's two ways you can access your booking information, through 'Manage My Booking' and your account. 

       

      To access via manage my booking 

      Please enter the surname of the lead passenger on the booking

      Your booking reference as it appears on your booking confirmation (7 digit numerical reference) 

      Your passenger code (this can be found on your holiday invoice)

       

      If you cannot find your passenger code, just click the 'Forgot passenger code' button under 'login' (as shown in the example below) and an email will be sent with the code to the email used to make the booking.

       

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      To access via your account 

      If you already have an account with us, you can login to access your holiday information. Please make sure the email address on the account matches the email address used to book, otherwise your booking details won't appear. 

      If you've forgotten your password, not to worry, just click the 'forgot password' button and we will send you details of how to change this.

       

      If you don't have an account, all you need to do is create one using the email address on your booking and your booking details will appear under your new account. 

       

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    • How do I add car hire to my booking?

      From car hire to transfers and travel insurance, you can add extras to your holiday booking on our website. 

       

      Please note: You'll need to log in with your email address and password to add extras. If you don't have an account, just sign-up with the email address you booked your holiday with. 

       

      How to add car hire 

      1. Once you're logged in to your account, click 'view details' on the holiday booking you'd like to add car hire to, as shown below: 

       

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      2. Scroll down to the section titled 'Add a little extra to your holiday' and click 'Add car'. 

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      3. Next, select the airport you'd like to collect the car from 

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      4. You'll then be given car hire options. Select the car hire you'd like by changing the drop down from 'None' to the number of cars you would like 

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      5. Once you've selected your car, scroll back up to the top of the page where you can see your basket. Now, all you need to do is check the price, and click 'confirm changes'. 

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      Your car hire total will then be added to your final holiday balance.

       

      It’s quick and simple to add these to your booking, but if you need any help you can send us a message here.

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    • Do I have to pay to amend my booking?

      If you want to amend your booking, for example, changing your travel dates or accommodation, we will charge an administration fee of £75.  This is a set fee per booking, and not a charge per person.  In addition to this you may also have to pay any additional costs or charges imposed by any of our suppliers. These charges can include (but are not limited to):

      • Differences in flight costs plus any admin fees charged by the airline
      • Increases in accommodation costs – this can happen if the dates you select are in peak travel periods for example.
      • If you are choosing a different villa, you may be charged cancellation fees on the original villa, plus any additional costs for the new accommodation.

      In all cases, amendments will be subject to availability.  If we can meet your change requests, we will let you know what the additional costs are before you proceed with any amendments.  You can then decide whether you want to proceed.  We are unable to amend any bookings if you are due to travel within the next 28 days.

      If your new arrangements result in a reduction of costs, we will refund you the difference, however, you will still need to pay the £75 administration fee.

      Amendments for Package Bookings

      If you have an existing booking with us that includes flights, we can look at your options to amend your booking, however, any new arrangements must travel within 12 months from the date of amendment.  

      If you would like to enquire about changing your arrangements, please send us a request by using the form found HERE.  The person getting in contact should be the one who made the original booking.

      Our phone lines are extremely busy at the moment so you may have to wait in a queue to speak to our Customer Support team. We therefore strongly recommend that you contact us by using the request form.  

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    • How do I change my booking?

      We understand that sometimes plans change. That’s why we try to be as flexible as possible when it comes to making changes to your holiday. If you’d like to amend your booking, including changing your travel dates or accommodation, we can look into this for you. All you need to do is fill out our request form, here.

      Before you do, here’s a few important points to be aware of:

      • We charge an administration fee of £75 per booking for amendments. This is a flat rate per booking not per person.
      • There may be additional charges imposed by our suppliers for example the difference in flights costs or any admin charges from the airline, which are outside of our control.
      • There may also be increases in accommodation cost for example if the dates you move your holiday to are more expensive.
      • Depending on how close you are to departure, your booking may be subject to cancellation charges.  We cannot make any amendments within 28 days of your travel date.

      Amendments are, of course, subject to availability. If we can make your amendment request work, we’ll inform you of all costs associated with this before we proceed with making the amendments.

      And if your new arrangements result in a reduction in cost, we’ll refund you the difference however, you will still need to pay the £75 administration fee.

      Amendments for Package Bookings

      If you have an existing booking with us that includes flights, we can look at your options to amend your booking, however, any new arrangements must travel and return before 31 December 2022.

      If you’d like to go ahead and make an amendment request, all you need to do is fill out this form. It should be the lead passenger who completes the form.

      Please note our phone lines are extremely busy at the moment, with long queue times, therefore we’d recommend completing the form and one of the team will be in touch as soon as possible.

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    • How do I access my booking?

      If you’re looking to add information to your booking or make amends, you can do this through our website. Our ‘Manage my Booking’ section allows you to:

      • Make a payment
      • Add passport details and passenger information
      • Add own flight details
      • Add car hire or transfers
      • View your travel documents (once made available)

      For anything else please send us a message here

      To find the ‘Manage my Booking’ section all you need to do is click here or go to the ‘Login & Sign up’ button in the top right-hand corner of our website and select ‘Manage my Booking’.

      If you have an account, you can log in using your email address and password, or you can set up an account with the email address you booked the holiday with to access your booking information.

      Alternatively, click the ‘Bookings’ tab and enter the lead passenger surname and holiday reference number, as well as your passenger code to access your booking. You can find all that information in your booking confirmation.

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    • How do I cancel my booking?

      We understand that sometimes travel plans change and you may no longer wish to travel on your villa holiday. We do offer flexible amendment options, including moving your holiday date. You can find out more about amending your holiday here.

      If you’ve decided the only option is to cancel your holiday, we’re here to help. You can make a cancellation request via our website on ‘manage my booking’. All you need to do is login to your account using your lead passenger surname, holiday reference number and passenger code.

      *If you do not know your passenger code, you can request this on the login screen and it will be automatically sent to the lead passenger via email.

      To login click here

      • Once you’re logged in, just click on the holiday you’d like to cancel, and click on ‘cancellation information’ on the right hand side, so you can see the cost of cancelling your holiday and all the other information you need.
      • If you’re happy with the information provided, all you need to do is submit the cancellation form at the bottom of the screen and we’ll be in touch. We will confirm any costs with you before the cancellation is processed.

      What to be aware of:

      • Depending on the type of booking made and when you decide to cancel, cancellation charges may apply. These will increase the closer you get to your holiday date.
      • Take a look at our cancellation terms outlined in our Booking Conditions for full information.
      • Full details of the charges that apply if you do cancel, can be found here
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    • I want to rebook my holiday. Will I be financially protected for the new booking?

      When you book with James Villa Holidays, be assured that your holiday will be fully protected through our ATOL and ABTA bonding. Our ATOL protects all customers booking a holiday with flights (package), whilst our ABTA bonding protects customers booking a holiday without flights.
      Find more information here.

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    • Can I use “Manage my booking” via the James Villas Travellers’ App?

      You can access “Manage my booking” from the App, through the James villas website. Via the App you can make use of all the features of this service and make changes to your holiday booking i.e. modify car hire or add Advanced Passenger Information (API).

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    • How do I log in to another holiday?

      If you have more than one holiday with us, you will need to log out of your current holiday and log back in with your new holiday reference number. You can log out of the app from the settings screen which is available via the main menu.

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