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FAQs

General Information

Where is my closest branch?

Please visit murraytravel.co.uk/our-branches to view your nearest branch, contact information and opening hours

Do I need to make an appointment?

We accept walk ins but advise to make an appointment to guarantee time with one of our friendly travel experts. Book an appointment at your nearest branch at murraytravel.co.uk/our-branches

Can I park close by?

Each of our stores have parking close by or outside. Please find below each branch and their closest parking areas.

Closest Parking Locations - en.parkopedia.co.uk/
Closest Branch Near Me - murraytravel.co.uk/our-branches

What are your opening hours?

Each of our stores have various opening hours. Please visit murraytravel.co.uk/our-branches to find your nearest store and up to date opening hours. If you would like to make an appointment out with these hours, please contact us at 0808 169 8208. Please note a consultation fee may apply.

How do I make an enquiry?

You can call us on 0808 169 8208 to speak directly with one of our friendly travel experts or fill out an online enquiry at murraytravel.co.uk/enquiry or make an appointment to pop in and see us at your nearest branch, murraytravel.co.uk/our-branches

What if I have a complaint?

We always work with our customers to resolve any complaints there and then, however in some cases, due to time differences, the quickest way can often be to direct your concerns locally, so we would suggest taking these steps.

In the first instance, raise the complaint with the hotel reception, airline crew/desk or transfer company (you will find local contact numbers on your paperwork” and seek to get a resolution you are happy with.

If this doesn’t solve it, please contact us where we will pick it up at our earliest opportunity and contact you for more details. Out of hours we check our messages regularly, but not overnight so it may be the following day before we are able to get in touch.

“We are a Member of ABTA, membership number P8229.. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.”

Bookings

Do I need to buy travel insurance?

Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable.

You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy, please check it carefully to ensure that all the details are correct, and that all relevant information has been provided by you (eg. pre-existing medical conditions).

Failure to disclose relevant information will affect your insurance. If you fail to travel with adequate insurance cover, we will not be liable for any losses in respect of which insurance cover would otherwise have been available.

What kind of travel insurance do I need?

Travel Insurance varies depending on your trip. For example, if you will be going on an active holiday you will need to ensure the activities you will be carrying out are included within your insurance in case of an incident.

Please visit https://murraytravel.co.uk/our-difference/travel-insurance to find out more about our insurance.

I want to cancel/amend my booking; how can I do this?

Any cancellation or amendment request must be sent to us in writing by the lead passenger and will not take effect until received by us. Please get in touch at the earliest date if you wish to cancel or make any changes by contacting us on 0808 169 8208 or direct with the travel advisor you have been in contact with.

If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf, and you also must pay us any applicable administration charges.

For more information on our admins fees please visit murraytravel.co.uk/booking-conditions

Entry & Health Requirements

If you have made a booking with us, we can provide general information about the passport and visa requirements for your trip, but this is for guidance only and it remains your responsibility to check the requirements before you travel.

Your specific passport and visa requirements, and other immigration requirements are your responsibility, and you should confirm these with the relevant Embassies and/or Consulates.
Most countries now require passports to be valid for at least 6 months after your return date. For more information on passports please visit https://www.gov.uk/browse/citizenship/passports

Can you book me a flight only?

Yes, we are able to book flight only however our prices may be more expensive in comparison to some low-cost airlines. Please note that flight only bookings have to be paid in full upfront.

What happens after I have booked?

After you have booked your holiday with us, we will take care of everything up to the point of boarding the plane. This includes:

  • Entering all of your API information on the airlines and hotels systems (we will require photocopies of your passports)
  • Help you apply for Visa or ETAs (charges apply)
  • Selecting the best seats on the aircraft you are travelling (Airlines may charge a fee)
  • Inform the airline of any dietary requirements.
  • Checking you in for your flight where possible and emailing you your boarding passes or posting documents out. Whichever you prefer.

We can also arrange special assistance and VIP lounge access if required at the airport as well as any special requirements at the destination such as theatre tickets, tours, attractions or private transfers.

For more information on our concierge services please visit murraytravel.co.uk/our-difference/concierge-service

Can I contact you while on holiday?

Of course, as much as we hope you will be enjoying your time away, we are on hand to help should you need us during your holiday, and have several methods of contact to make sure you can always get through; including via Facebook, email and a good old telephone.

Payments

How do I make a payment?

You will be required to pay a deposit or make full payment for your booking at the time of booking. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you.

You can call us on 0808 168 8208 to make a payment towards your holiday, if travelling as a group please have the lead passengers name to hand. All bookings will need to be paid in full 14 weeks* prior to departure. (subject to change, based on supplier)

At the time of booking, we can also arrange to set up a direct debit, where a set amount will come out of your bank up to 6 weeks prior to travel. This option allows you to spread the cost of your holiday for longer.

For more information please visit murraytravel.co.uk/our-difference/deposits-payments

What payments do you accept?

We accept all debit and credit cards excluding AMEX. There is no charge to use a card or bank transfer. If you have paid a deposit, you can make further payments by calling us on 0808 169 8208

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