FAQ's
FINDING YOUR HOLIDAY
We have an enquiry form our customers are asked to fill in which includes questions on all aspects of your holiday requirements. Once we receive this, we match your requirements and needs against our database of holidays to find the best resorts and hotels for you.
We are able to book holidays anywhere in the world as long as the country is not on the foreign office list of countries not to travel to. Some countries are obviously less accessible than others, so we would need to discuss your requirements and check for suitable options. If we don’t have it on our website, we will research options for you.
We sell a wide variety of holidays:
- Beach
- Lakes & Mountains
- Safari
- Ski
- City Breaks
- Tours
- Cruise
- Theme Parks
- Multi Centre
- Road Trips
- Adventure
- Weddings Overseas
- Honeymoons
- Villas
For 90% of our holidays we use high street Tour Operators to ensure you are getting value for money at high street prices. Sometimes, especially for Long Haul destinations we are able to provide holidays using our own ATOL licence for a lower price than high street Tour Operators.
Where high street operators are not available, we package holidays using our own ATOL licence. Sometimes these can be more expensive as we need to use specialist providers to ensure the holiday is accessible. An example is Safari, where specialist safari vehicles are required and lodging options are less widely available.
If you are able to transfer into a vehicle, even for specialist holidays we can often use mainstream operators and hire in equipment to make accommodation accessible. This can be a way to reduce prices.
We always look at the most cost effective way for our customers to get the holiday they want at the best value price.
Depending on the holiday, we can get an answer back to you the same day, but often it can take one or two days whilst we wait for accommodation providers to confirm room availability. For some countries or holiday types such as a Vietnam Tour, it can take longer. We will keep you updated on progress.
Prices are always changing depending on how many seats are available on the flight, number of rooms available at the hotel and other factors, therefore if we put a price on our website it would likely be out of date within 24 hours. There are also sale periods where a website price would be higher than the holiday during the sale. We use high street operators so our prices are always aligned with the current market value of holidays.
High Street operators will not guarantee you an accessible room before booking and will be unable to tell you before booking if there is a room available. This puts you in the position of booking without any idea if a room is available at your chosen hotel. Of course you can contact the hotel to find out, but the Tour Operator will then need to request it and you are reliant on this happening before that room is sold to someone else. With rooms in high demand, it is always better to get certainty before parting with any money.
The High Street Operators do not specialise, therefore they are not aware of equality legislation to the same degree as a specialist company, they are unlikely to be aware of overseas accessibility schemes and support or the accessibility of hotels and resorts. Having a specialist provide you with advice and handle the interaction with the Tour Operator reduces the potential stress for you in what is supposed to be a stress-free event. We act as your advocate, so if you aren’t getting the services covered by the Equality Act, we will make sure you do.
Our lived experience of disability means we know how time-consuming everyday activities are. We free up your time by handling everything for you. Booking the holiday, answering your questions, arranging assistance, arranging equipment hire, ensuring you get the transfers you need, handling any problems so you can continue with your holiday whilst we resolve them, working with a Case Manager if you have one, advising on required actions for your holiday such as any need for medical letters and anything else you need us to do.
We are able to provide the Hire of Medical Equipment, WAV transfers, WAV Car Hire (in some locations), Accessible Activities, Attraction Tickets and anything else you need. If we don’t currently offer it we can look into it.
We do not have retail premises, therefore we are open to clients all over the UK when they need us. Generally we are working from 8 – 8 daily but for clients on holiday we have an emergency number available 24/7.
As we use High Street Tour Operators, we work under their structure of resort representation. We also have a 24/7 emergency line for our clients whilst on holiday.
We are unable to process visa applications for you as these are legal documents requiring the person travelling to complete them. We can however signpost you to visa information and assist with emergency issues. An example we have helped with is an incorrect visa for India where we contacted the Immigration centre in India for a client who had been refused boarding. They were able to get a flight the following day. We always advise clients to get to the airport extra early where visas are required to provide time to resolve issues if there is a problem. Always triple check your visa application!
Yes, we have a 24/7 emergency line available for clients whilst they are on holiday.
AT THE AIRPORT & ON THE PLANE
Yes, we arrange all assistance for you and confirm the assistance is in place in writing to you. This includes airport assistance in the UK and where there are additional schemes overseas we also register you with these. An example of an overseas scheme is the Aena scheme in Spain for hidden disabilities. Assistance requests can include using an airport wheelchair, assistance to be pushed in your wheelchair to the plane, guided assistance to the plane in your own wheelchair, stowing your wheelchair at the plane door, use of the ambi-lift to get to the aircraft door, use of an aisle chair to get to your seat, transfer to your seat, extra hand baggage allowance for medical items, extra hold luggage for medical items and any other requirements you have that are accommodated by the airline.
Yes you can. Currently if you are taking liquid medication in containers over 100ml on board the plane with you, you will need to bring your repeat prescription or a doctor’s letter (depending on the country). You may also be required to have a doctor’s letter or register in advance if you are bringing in certain items to some countries with strict narcotic rules e.g. the United Arab Emirates. Although you may take these through security and not be stopped, penalties for bringing in such items are high. We can signpost you to resources to assist with medication questions.
Yes, we can request extra luggage allowance for medical items in both hand and hold
luggage. For larger equipment you can usually take two items free of charge eg a wheelchair and a walking frame. We can discuss any additional items above this limit with you to look at the best way to accommodate you.
No. An extra hold and hand luggage item is free of charge for medical items.
Additional items beyond this will depend on the airline and we can negotiate with them to get additional items free of charge. You may need a letter from a medical practitioner to justify larger amounts of luggage. We will advise you if this is the case.
We will check you in if you provide a copy of your passport information. We hold this information securely and contact you each year to ensure you are happy for us to hold this information. You can request us to delete this information at any time.
We provide you with all your travel documents prior to departure. This is either online via the tour operator app for low-cost airlines or our own handy travel app which provides you with all your documents, itinerary, detailed information about your holiday, non-urgent contact details and chat function, and a link to our website. You can make this information available offline. This app also alerts you to flight delays and gate changes if you are connected to wifi. If you require printed copies, please let us know.
This varies by airport but in most airports there is a help button next to the disabled parking area. Some airports provide upgrades from long stay to short stay car parks for disabled guests which you need to request. We can sign post you to information on airport car park accessibility if you are taking your car to the airport. Please request this information from us.
We will provide this information on our travel app. If you do not want to use our travel app or are unable to use it then please let us know and we will signpost you to the information on the airport website.
UK airports do, but overseas airports aren’t always as familiar. Some countries have their own scheme, such as Aena in Spain. We will register you for any overseas schemes available so the airport is expecting you when you arrive. We do recommend registering for assistance at UK airports in case you require additional help on the day. It also helps that the airport and airline are expecting you and understand your needs.
Yes you can. If you are able to walk up steps you will be taken to the steps of the plane. If you are unable to manage steps you will use an ambulift or air bridge to get to the door of the plane.
You will be taken in an aisle chair and the assistance staff will transfer you to your seat. Staff are trained, but if you are unhappy at any time please voice this to the assistance staff and vocalise how they should lift you. We love the ablesling for transfers find out more
Airlines usually allow one person charge free to select seats with the disabled passenger and additional seats are chargeable. Where there is a disabled child with parents this usually includes both parents. This does vary by airline though and we will advise you when we book your assistance. If we are working directly with your Case Manager, they will often provide a written advice that requires two people to be sat with the disabled passenger to assist us in getting an extra seat free of charge.
Any seat being used on an aircraft has to be CAA (Civil Aviation Authority) compliant or for flights to the USA FAA (Federal Aviation Authority) compliant, and this should be visible on the seating system. The most widely accepted products are the Crelling Harness and Cares system, but these are both harness systems that aren’t appropriate in all cases. Airlines vary in their acceptance of other seats, but we will request acceptance prior to booking.
For USA flights, you can apply for an exemption from the requirements directly with the FAA, and we will assist with this for customers booking with us.
You can check seating options with the Tryb4uFly service here Please note though that they do not advise you if the airline will accept the seat. We always recommend getting a few options and not buying until you confirm that the airline will accept it.Â
This is a consistent topic of concern for customers and one which is brought up time and time again in campaigns for better access on flights.
Depending on your abilities and the plane type, it may be possible to access toilets, but in general, this is extremely difficult or impossible. Wide-body aircraft, depending on the airline, have some toilets which are accessible to guests, and you can use the aisle wheelchair to reach them. These are most frequently used for long haul flights. You will require someone to push you in this chair as it is not self-propelling and very narrow. There are no side supports, so it would be difficult for someone requiring a lot of support.
You are unlikely to be able to use short haul flight toilets unless you have some mobility. Disabled travellers usually resort to not drinking prior to or during flights, catheterising, or using other discreet aids.
If you have a disabled child, the crew may allow you to use the service area with curtains closed, but this is dependent on the crew on the day. Take a mat in case this is possible.
TRANSFERS AND CAR HIRE
Yes, and for transfer-inclusive package holidays with the main Tour Operators, we request this as part of your assistance request. These should be provided free of charge for the disabled guest plus one or two passengers, depending on the transfer vehicle. This is a reasonable adjustment given they include a transfer for all other passengers. Sometimes a charge is applied, but this should not be accepted. This contravenes the Equality Act, and we never accept this for our customers.
Where a transfer is not included as part of the package, we are able to arrange suitable transfers for you and will advise you of the cost when we provide the price for your holiday.
If you are paying for a transfer which is not included in your holiday package, then everyone in your party can either use one transfer vehicle or, for large groups, multiple vehicles.
Where a transfer is included in the package as part of the package price, the disabled guest will take the accessible transfer with one or two members of the holiday party, depending on the vehicle size. Other guests will be required to take the included transfer, which is usually a shared coach transfer. The exception is where a child would be travelling alone on a shared transfer, in which case they would also be able to go with the accessible transfer.
Only if they are not included in the package supplied by the Tour Operator. Where we package holidays under our own ATOL, we provide one price for your package including any transfers you have requested.
For transfer-included packages with high street Tour Operators, these should not incur an extra charge for an accessible transfer. There are restrictions on the number of passengers, but the disabled guest plus one or two other guests, depending on the vehicle size, should be transferred free of charge in an appropriate vehicle. This is a reasonable adjustment under the Equality Act as all other passengers have transfers included free of charge. We would contest any additional charges for clients booking with us.
For high street tour operator holidays, they will have reps available on arrival who will advise you where to go for your transfer. For any other transfer we will provide you with instructions on your transfer voucher or by email prior to departure.
Yes. High street Tour Operators usually send an email a few days prior to your departure to advise of your pick up time and/or have it available in their app. We also receive these alerts and forward them on. For other holidays the information is provided on your holiday voucher or by email prior to departure.
Transfer companies usually advise to give them a 15-20 minute window before calling as they may be delayed due to traffic or a previous drop off. They allow for this time when setting your pick up time. If your transfer is not there after 20 minutes, please contact the number on your voucher or get in touch with us and we will chase them up for you.
WAV hire availability is patchy, so we are able to arrange hire but it will depend on the country and how far in advance you are booking. We are able to easily arrange hire in the USA but other countries depends on the location. Please book early to avoid disappointment and let us know on your enquiry form if car hire is required.
EQUIPMENT HIRE
Yes we are able to arrange equipment hire for holidays and cruises.
We can arrange profiling beds, bed guards, shower commode chairs (free-wheeling and push), bath boards, bath lifts, bath seats, toilet raisers, toilet frames (for when toilet rails are not in place in the room already), electric hoists, quick raiser stand aids, patient turners, monkey poles, manual wheelchairs, electric wheelchairs, mobility scooters, walkers, walking aids, and beach wheelchairs. If we have not listed an item, we will always look to source what our client needs.
The availability of items depends on location as not all items are available in all locations. If a piece of equipment is a must-have, then please let us know on your enquiry form so we can ensure the destination has this item available for hire.
The equipment will be delivered to your hotel.
Please get in touch with us as soon as you notice the problem so we can speak to the equipment provider to resolve the issue.
AT THE HOTEL
Yes, where an accessible room is required we never book the holiday before guaranteeing the room with the hotel. We also check before you depart that everything is still in place so that there are no surprises on arrival.
Hotels’ definitions of accessible bathrooms can vary, so we always ensure we get pictures of the bathroom to provide to our customers in advance of booking. We want to make sure you are happy with what you are booking to avoid any nasty surprises.
In general, accessible bathrooms we see have drop rails by the toilet, wheel-in showers, and shower seats. If you have extra requirements, please let us know. Even if a bathroom is not fully accessible, we may be able to make it accessible to the level you need by adding in equipment hire, e.g., a shower chair and a toilet frame. We always discuss your accessibility needs and suggest alternative solutions to increase the number of holiday options available to you. Let’s talk and find the best solution.
If there is no availability for an accessible room at a hotel, we can look at ways to make a standard room accessible. Depending on your needs, by adding a shower chair, toilet frame or commode chair we can often make a room accessible. We will discuss potential options with you should this be a possibility.
We always try to get rooms close together but this is never guaranteed. If there is a medical need such a carer needs to be next door then we will make a special request to try and get this guaranteed. Hotels always try their best to accommodate requests and even if it is ot possible on arrival they will try to move you at the earliest opportunity.
The majority of accessible rooms we see accommodate two. As the number of people increases, the pool of rooms available decreases. Family rooms for 4 or more are particularly difficult to find. We recommend booking as early as possible if you are a party of 4 or more and want to be in the same room/apartment. Holidays are generally out 12 months in advance for packages with Tour Operators e.g. TUI, Jet2, and easyJet Holidays and 11 months in advance for packages with non-tour operator airlines.
Travelling outside school holidays can help, and we can provide our customers with a letter to give to school to explain why there is a need to travel outside of the holiday periods. This can help in some cases, but otherwise, you may have to pay a fine. Please take into account the change in the law with escalating fines for taking children out of school.
We are actively campaigning for disabled children and children with disabled parents to be exempt from these charges.
If the pool is important to you, be sure to select a pool option on our enquiry form. The options available are pool hoist, roman steps with a hand rail, roman steps, ramp into pool or shallow entry pool. Please tick all the options you are able to manage and we will look specifically for accommodation which matches your requirements.
Please let us know on your enquiry form and we will raise this with hotels. If you can advise us if you need kitchen facilities in your room we can look for apartment or aparthotel options. These are usually available for 3 and 4 star hotels but extremely difficult to find in 5 star. If you do require this facility and a 5 star hotel, please book as early as possible.
This needs to be requested so if you need a profiling bed please advise us on your
enquiry form. We will request this when requesting an accessible room. It will depend if there is room for this to fit and whether the doors are wide enough. We have a number of hotels we regularly use where profiling beds are accepted.
Your first point of contact should be the hotel reception as they are at the property and should help you. If you are unable to get the assistance you need then please contact us as soon as possible so that we can look to resolve it for you. Please raise any concerns with us or the hotel as soon as you have them. We cannot help with issues if they are reported to us on your return.
EXCURSIONS AND ACTIVITIES
Depending on your enquiry form answers and after discussion with you, we will recommend properties in areas which we feel are suitable. This is based on our research of these areas and feedback from our customers & suppliers.
If accessing the beach and/or sea is important to you, please inform us on your enquiry form. We will ensure we recommend locations with beach paths, beach wheelchairs and for those wanting to go into the sea, facilities such as SeaTrac.
We are able to arrange accessible excursions in many locations. Please let us know if this is of interest and we will let you know what options are available.
We are able to arrange accessible activities in many locations, examples are accessible kayaking and accessible golf. Please let us know if this is of interest and we will let you know what options are available.
CRUISES
Yes we are, however we advise to book early as cabins can sell out at least a year in advance. For fly cruises you may need to book your cabin prior to flights being released. We can provide a price to add flights on as soon as they are released and package it into an ATOL protected package.
Yes. Please see our equipment hire section. We are able to arrange equipment hire depending on location for delivery to your cruise ship.
Cruises offer very limited accessible shore excursions, so please book your cruise early so that we can arrange these for you. We have accessible shore excursions available with other suppliers,although many of these tend to be more expensive. This is due to supplier costs unfortunately which we have no control over. If getting out and seeing the sights is important to you, then it could be worth the investment to book one or two of these excursion options.
A tender port is a port where the cruise ship is unable to directly dock at the port and a tender boat is used to ferry passengers to the cruise terminal instead. This often requires guests to use steps, although some ships do use ramps which can be accessed by wheelchair users depending on the port and boat being used. The possibility to disembark at a tender port is not guaranteed and this should be considered when booking a cruise. We will always check destinations and try to avoid tender ports. If a tender port is part of the itinerary we will advise this on your quote itinerary.
Even if the itinerary shows no tender ports, sometimes circumstances such as the weather do not allow for docking at the port. In this eventuality, you may not be able to disembark the ship.
Yes. Cruise lines often include this option as part of the package and you would then be covered under their ATOL. If the cruise line does not offer flights then we can package these in for you under our own ATOL licence.
Yes we can and the advice is the same for cruise transfers as for hotel transfers. Please see our transfers section of this FAQ.
Yes we can. Please let us know if this options is required.
Yes we can. Please let us know if this is required and book early to ensure we can
reserve a space.
We can check you in if you are happy for us to do this or you can do it directly via the cruise lines app. We will require your passport details and other information depending on the cruise line. We will request this when check in opens. Should you provide us with this information, we will store it securely and contact you annually to check if you are happy to keep your information on file. You can request us to delete your information at any time.
EUROSTAR
Yes we can.
Yes we can. We will discuss any assistance required and request this on your behalf once your holiday is booked.
Yes we can. We can organise Eurostar inclusive Disneyland Paris holidays. This includes Eurostar return tickets from London St. Pancras with seat reservations, a WAV transfer to your hotel, Disneyland park tickets and a WAV transfer to Gare du Nord for your return Eurostar train.
The disabled guest and one other passenger will be allocated seats together. Other guests will be sat together if seats together are available, but may not be with the disabled guest. We advise to book early to have the best chance of sitting together. We will however request passengers are seated together as part of the assistance request. In order to be sat together, all guests need to be booked in the same carriage class.
Wheelchair spaces are available in Standard Premier Class.
Yes. Eurostar has wheelchair accessible toilets on board.
