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On this page we have
Frequently Asked Questions regarding each of our different services
Hotel Bookings
Cruise Booking
Flight Bookings
Car-Hire bookings Insurance Bookings
Train Bookings
Car Park Bookings Currency Services
Airport Lounge Bookings Cross Channel Bookings
HOTELS
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Global Travel SL act as booking agents on behalf of
the hotels and travel services featured in
WellGone.com, which are subject to availability.
After your booking is confirmed your contract will
be with the hotel providing your accommodation, the
flight operator providing your flights, or the
travel service provider. All accommodation and
hotels are priced on the basis of your choice of
occupancy and a total price will be shown in the
search engine results at the time of your request.
Your booking will be confirmed after a minimum 25%
deposit of the cost of your accommodation has been
paid, then a confirmation voucher will sent to you
by e-mail to the address that you have entered
during the online booking process. If you are making
a telephone booking then your confirmation voucher
will be sent by fax or post to confirm this. Please
note that it is important to check that all details
are correct when you receive your booking
confirmation. If you want to change or amend your
booking later you may have to pay amendment or
cancellation costs. When there is more than one
person travelling the person making the booking
accepts all responsibility for making payments on
behalf of the rest of the party and to provide them
with the relevant accommodation documents. If you
are aged 18 or under and travelling without your
parents or guardians we must have written consent
from them, they must also make the booking and take
full responsibility subject to our acceptance of the
reservation. All passengers will be required to have
a valid passport/visa for their destination with no
less than 6 months validity from the date of return
and it is your responsibility to ensure that you and
your party have the correct documentation before
travel. |
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Star ratings |
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The star and key ratings contained in WellGone.com
are the opinion of the management of Global Travel
SL and these ratings are based on knowledge,
experience, official ratings, and the information
supplied by the hotels or their agents, and customer
feedback. |
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Travel Insurance |
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It is your responsibility to ensure that you have
adequate Travel Insurance and your insurance should
cover the cost of cancellation by you, all medical
costs and the cost of assistance including the
return to UK in the event of an accident or illness.
Insurance can be arranged at the time of booking
through our secure online insurance booking engine
at discount rates. If you need assistance one of our
staff will be pleased to help. If you are between
the ages of 69 and 85 or are suffering from a
medical condition you will need to get an
authorisation reference number from the Medical
Screening Company which can be obtained by calling
0870 4446910 they will need to be advised that you
are booking your insurance through our agents AHRisk.
You can then enter the reference number given into
the box provided during the online booking process
and proceed to book your online travel insurance. |
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Payments |
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A deposit of 25% of the total cost of your
accommodation is due at the time of booking, or if
you choose to do so, full payment may be made. Any
balance is then payable by 35 days before departure
unless you advise us that you wish to cancel the
balance will automatically be taken from your credit
card. If you book less than 35 days before departure
you must pay the full amount for your accommodation
at the time of booking. Payments would normally be
taken in the currency selected at the time of
reservation/booking, the only exception to this
would be payment for, transfers, car rental,
insurance, flights, or holiday extras where full
payment will be required at the time of booking
subject to their terms and conditions, and this is
taken in Pounds Sterling. Payment for extras such as
mini bars and telephones etc. must be paid directly
to the hotel at the time of check out. Your booking
may be cancelled if you fail to make the payments on
time and you would then be liable to pay any
cancellation charges. |
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Special Requests |
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Any special requests such as cots etc. must be
requested at the time of booking. If you have any
special requests that do not form part of the
standard accommodation services described (for
example dietary requirements or room location)
please let us know in writing at the time of
booking. We will pass on all such requests to the
relevant accommodation provider, but unfortunately
we cannot guarantee that they will be met.
Furthermore if the accommodation provider is unable
to meet such requests, neither they nor we can have
any liability to you in this respect. |
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Cancellation and Changes Policy |
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If you wish to change the lead name after we have
sent you the confirmation you may do so within 48
hours free of charge. After this time there will be
a 25 euros per booking charge. If you change the
number of people booked or any other changes to your
booking, the price will be recalculated and if the
provider is able to make the change, there will be
an administration charge of 25 euros per booking
plus any potential charges from the provider,
subject to their terms and conditions. This request
will be subject to availability and any extra
payments will be due immediately.
If you or any member of your party wishes to cancel
or alter a booking, written notification must be
given to Global Travel SL by the lead passenger and
can be sent by email to admin@WellGone.com or can be
sent by post to the address listed in our contact
details. The date of cancellation will be the date
we receive the written notice. If you cancel your
booking Global Travel SL will incur costs and the
later you cancel, the less likelihood will the
provider have of selling your accommodation,
package, or travel service again. Therefore if you
cancel your booking a cancellation charge has to be
made.
Cancellation Charges:
25% cancellation charges if the cancellation is made
more than 14 days prior to departure
100% cancellation charges if the cancellation is
made 14 days and less prior to departure
If the cancellation charges are different with the
accommodation provider, then their conditions will
apply and you will be informed at the time of
booking. If the hotel or accommodation provider
makes any changes to your booking we will inform you
as soon as possible before your departure, but will
have no other liability towards you. Refunds cannot
be given for stays that end earlier than planned. We
will do everything in our power to avoid making any
changes to your booking. In the unlikely event that
an alternative hotel or accommodation has to be
offered and you prefer not to accept, you may cancel
free of charge and a refund will be given subject to
the terms and conditions of the accommodation
provider. In the very unlikely event that on arrival
the property cannot provide the accommodation booked
and we have not been informed, it is the
responsibility of the property to offer alternative
accommodation of a similar standard. Where flights
have been booked, the flight operators’ cancellation
and changes policy will always apply. |
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Force Majeure |
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Force Majeure means unusual and unforeseen
circumstances beyond our or the travel agents’
control, where the consequences of which could not
have been avoided, even if all due care had been
exercised. Such circumstances or events include, but
are not limited to, war, threat of war, civil
strife, riot, industrial dispute, unavoidable
technical problems with transport, airport or port
congestion or closure, terrorist activity, nuclear
or natural disasters, tsunamis, fire, health risks,
or adverse weather conditions.
In the case of Force Majeure compensation payments
will not apply. |
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Complaints Procedure |
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You must inform the hotel management immediately if
you have any complaints during your stay in their
hotel or inform the local representative where this
option is available. You may lose any right to
compensation if you fail to do so. If the issue
still cannot be resolved you may contact us on
0034 928 517357 and we will do our utmost to resolve
the problem on your behalf during your stay.
Furthermore any claims for compensation from the
travel service provider or accommodation provider
must be put in writing and sent by registered post
to arrive no later than 7 days of your return from
your holiday. Complaints should be sent to Global
Travel SL, PO Box 61, CC Yaiza, Playa Blanca, 35580
Lanzarote, Spain. In the event that the issue is
still not resolved to your satisfaction, and you
wish to take matters further, you must do so
directly with the accommodation provider concerned.
Any claims for damages, injury, illness, or death
arising from your or your fellow passengers’/party’s
stay in the hotel or accommodation must be brought
against the owner and will be under the jurisdiction
of the law of the country in which the hotel or
accommodation is based. |
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Indemnity |
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When you book through us you accept the
responsibility for the proper conduct of yourself
and your party during your stay and the hotel
reserves the right within their reasonable opinion
to terminate the holiday of any member of your party
due to their misconduct. You are also liable to make
a reimbursement to the hotel for any damage caused
during your stay. If you or any member of your
party’s actions cause damage to the accommodation in
which you are staying, you agree to fully indemnify
us against any claim including legal costs made by
the accommodation owner. Please remember that when
you are travelling on flights that arrive late at
night or in the early hours of the morning; your
accommodation has normally been reserved since 12
noon, meaning the following week you will have to
check out also at 12 noon, except where late check
outs can be arranged with the hotel and a payment
should be paid directly to the hotel for this
service. The accommodation voucher issued to you at
the time of booking will confirm your check in and
check out times. Global Travel SL or its agents
cannot be held responsible for missed flights and
transportation to and from hotels and accommodations
this is the sole responsibility of the traveller.
Whilst we try to be as accurate as possible in the
information we provide in WellGone.com, we shall not
be liable for any price changes and losses or
damages you may suffer arising out of your use of
the information in our Website.
WellGone.com
Your use of the WellGone.com Website or our Booking
Engine is unauthorized in any jurisdiction that does
not give effect to all provisions of our user
agreement and these Terms and Conditions, including,
without limitation, this paragraph.
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Privacy Policy |
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We do not sell your personal information and have no
intention of doing so in the future. Consumers have
the right of access to any information held in
relation to any bookings made through this website.
All bookings with us constitute your acceptance of
our terms and conditions |
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CRUISE BOOKINGS
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SCHEDULED FLIGHT BOOKINGS
Q. What are the conditions on one way and round trip fares?
A. One-way fares are usually half the price of the most expensive round-trip fares, which are valid for one year. The most restricted round-trip tickets are usually cheaper than the one-way tickets. Check both the one-way and the round-trip fare for your trip, even if you're only travelling one-way.
Q. How do I find the cheapest flights?
A. One of the most common low fare restrictions is the requirement for your stay to incorporate at least one Sunday. For example, for a round-trip New York to Miami a passenger flying Tuesday to Thursday might pay $ 328, but a passenger whose stay includes a Sunday would pay much less - $ 188.
The least expensive fares often require advance purchasing - 7, 14, 21, days etc. before departure. You should keep in mind that seats for these cheapest fares are limited. The earlier you plan your trip the better your chances of getting a good fare.
Airlines usually offer early morning and late evening flights - right before and after midnight when air traffic is light - at cheaper rates. If your time schedule allows, you might want to consider booking night flights to save money.
Q. Will both legs of my trip be with the same airline?
A. It is important to book the same airline for both legs of your trip. If you select different airlines for your outbound and return journeys you may not get any price showing at all. If you do get a price, it is likely to be significantly higher than the price you would get by booking with the same airline both ways. It depends whether the airlines have negotiated prices and agreements and whether they have any kind of mutual relations at all.
Q. What restrictions will there be?
A. These tips and others can be found on the Air Fare Rules page, viewable when using the Fares method for booking. We highly recommend that you read these rules carefully before making your reservation.
Q. Can I cancel my flight reservation?
A. When you're making a booking through our site you will be asked on the Finalize reservation page whether you want to cancel or complete it. If you click on Cancel we will cancel the segments you have booked so far and your credit card won't be charged. If you click on Finalize reservation your reservation will be sent to our ticketing centre for fulfilment and your credit card will be charged with the cost of the travel services you requested. It will no longer be possible for your reservation to be cancelled
Q. How do I get my ticket?
A. Your tickets can be either electronic or paper depending on the airline carrier and the fare. We issue electronic tickets where possible.
If your tickets are electronic you won't receive anything in the mail.
Your reservation and your ticket are in the airline's computer system. All you need is to know your departure dates and times. This information you can take from our confirmation email.
You also need a picture ID at the airport to prove that the name in the computer reservation system and the name on the ID are the same.
Q. How are my tickets delivered if I choose the postal option?
A. If your tickets are paper tickets they will be delivered to your credit card billing address by an express delivery service. P.O.Boxes are not acceptable.
Ticket delivery options:
1. US - Delivery within USA for up to 5 days
2. UK - Delivery within the UK for up to 3 days
3. Europe - Regular - Delivery elsewhere in Europe for up to 10 days
4. Europe express - Express delivery within Europe for up to 5 days5.
5. Rest of the world - Delivery to the rest of the world for up to 5 days
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CAR HIRE
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Minimum drivers age is 21. The maximum age for rental is 75 for minivans and 4x4s only. Drivers must be 23 to drive minivans and 4x4s. Drivers must have held a full national driving licence for at least 1 year. International licences are accepted. Passports or identity cards must be shown for identification. There may be certain restrictions if the driver has endorsements on their licence. Endorsements are accepted for mini and economy cars. We must be notified prior to your rental. |
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If you are collecting your car from an airport location you will be required to leave a fuel deposit depending on the size of the car. Your car will be supplied with a full tank of fuel and must be returned full. Missing fuel will be debited from your deposit. If you are collecting your car from a downtown office you will be required to purchase a full tank of fuel with no deposit prices vary depending on the size of the car. Cars should be returned empty and no refunds will be given for unused fuel. |
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Driving cars off road voids your insurance.
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You will be required to leave a deposit to the value of the insurance excess. If the car is damaged during the rental you may be charged an excess of between EURO 150 - 240 depending on the size of the car which will be debited from your deposit. The holiday autos damage excess refund product, if purchased at time of booking, will cover you for damage excess that you may be charged in the event of an accident (subject to certain exclusions, see terms and conditions for details). |
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You will be required to leave a credit card imprint to cover the insurance excess and fuel. Cash and debit card deposits will not be accepted, and of course a valid driving licence. |
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INSURANCE
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Annual Multi-Trip |
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The Annual Multi-Trip policy offers travel insurance coverage for you, your partner, and/or your family for any number of trips taken within one year. You can travel within Europe (see above definition) or Worldwide at any time with a maximum trip duration for any one trip of 31 days, also including 17 days of Winter sports cover. Please consult the Limits of Cover table within the
Description of Coverage's for a more detailed summary of our coverage under the Annual Multi-Trip policy.
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Family Cover |
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Family cover applies to you and your spouse (including common law spouse) and up to four of your dependent children under 18 years or below, or 23 if in full time education, all must be permanently residing with you. Other family members can be covered under their own annual policy or single trip policy.
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Single Parent Family Cover |
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1 parent plus up to 4 dependent children under 18 years of age or students in full time education under 24 years of age.
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Couple Cover |
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Couples co-habitating at the same address. Includes couples of the same gender. |
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Leisure Activities |
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Non-professional participation in bungee jumping (2 jumps), Canoeing, Cycling (not touring), Dingy Sailing, Elephant riding, Hiking, Horse Trekking, Jet boating, kayaking, parascending, Scuba diving - two weeks (Maximum depth 30 metres), Sea Canoeing, Surfing, Trekking, White water rafting (1 wk), windsurfing.
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69 to 85 Years of Age |
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Persons between 69 and 85 years of age can purchase cover online, however it is a requirement that all persons will have to gain acceptance from our Medical Screening Company. Phone 0870 444 6910. Only Individual Single Trip policies can be issued to persons between 69 and 85 years of age.
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Non UK Residents |
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A UK Resident is a person who resides in the United Kingdom or the Channel Islands and has not spent more than six months abroad during the year before they buy this policy.
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Pre-existing Medical Conditions |
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The travel insurance policies available on this website can cover persons with Pre-existing medical conditions. However, you will have to contact our help line on 0870 444 6910 to gain acceptance.
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Single Trip |
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The Single Trip policy covers you for any single trip up to 365 days within Europe or Worldwide.
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Single Trip offers the following:
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- Medical and other related expenses
- Emergency evacuation
- Trip cancellation
- Personal Accident and Personal Liability
- Legal expenses
- Missed departure
- Baggage Loss
- Hospital Benefit
- 24 hour concierge service
- Mugging Cover
- Hijack Cover
- Disaster Cover
- Domestic pets Cover
- Business Samples and Documents Cover
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Single Trip Winter Sports Cover includes all of the Single Trip cover benefits plus:
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- piste closure
- Avalanche cover
- Ski hire
- Ski Pack
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Longstay |
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Want comprehensive travel insurance cover but working to a budget? |
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The Long stay product is designed for those who intend to travel for a period longer than three months and would like reliable policy coverage. Cover offered by the Long stay policy is not as substantial as the Gold product but the premium is less. |
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The policy will cover you from your departure until your return. There is automatic Winter Sports cover in place for a maximum of 17 days any one policy. |
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Consult the Limits of Cover table within the
Description of Coverage's for a more detailed summary of our coverage under the Long stay policy. |
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- Medical and other related expenses
- Emergency evacuation
- Trip cancellation
- Personal Accident and Personal Liability
- Legal expenses
- Baggage Loss
- Hospital Benefit
- Mugging Cover
- Hijack Cover
- Winter Sports (optional extra)
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Summary of Coverage |
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You have a choice of coverage: Single Trip and Annual multi-Trip. Each of these policies are available either locally in Europe or Worldwide. Europe is defined as the continent of Europe west of the Ural Mountains, including the neighbouring islands and non-European countries bordering the Mediterranean, and excluding Lebanon and Libya. Worldwide excluding North America is defined as all other countries excluding Canada and United States of America. Worldwide including North America is defined as all other countries. The Single Trip, Annual Multi-Trip and Backpacker Plans are offered to any uk resident who is under 69 years old at the date of return and who has no pre-existing medical conditions. All accompanying children under two years old on the date of departure are covered for free.
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Winter sports |
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Non-professional participation in Skiing, land-skiing, mono-skiing, cross-country skiing, off-piste skiing, snow boarding, ski boarding, sledging, or ice skating.
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Hazardous Sports |
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Abseiling, American Football, Ballooning, Bungee Jumping (maximum of 2 jumps), Deep Sea Fishing (inside 20km limit), Fencing, Football, Gliding, Gymnastics, Hockey, Jet Boating, Kayaking/Canoeing/Rafting involving white water rapids grades 4 and 5, Parascending, Polo, Rugby, Surfing and Windsurfing.
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Please note: These pages are for information purposes only. They do not form part of the contract of insurance.
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We strongly recommend that you read your Policy & Policy Certificate to ensure the policy you purchased meets your insurance requirements.
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Train Tickets
What are the general conditions of purchase?
A. Please select your rail travel dates and the required rail stations. The conditions of purchase for our rail tickets are: a minimum of two passengers must travel on a return journey, the return journey must be more than 48 hours after the outward trip and the ticket must be part of a package including overseas travel by air
Why do I need to pre-book?
A. Many of our prices represent substantial savings versus just turning up and our price guarantee for parking and hotels ensures that you cannot buy cheaper. Plus, you can guarantee your parking space or hotel room, airports are busy.
Can I book at short notice?
A. Yes you can book for today if need be. We can confirm your booking by email in minutes for you to print off and hand in on arrival. If you do not have email simply print off the confirmation page and hand this in as your booking voucher. If you do not have access to a printer, simply make a note of your booking reference and state this on your arrival.
Where can I find directions on the web site?
A. Full directions are given on the booking confirmation we will email or post to you after you have booked.
How do I obtain a VAT or credit/debit card receipt?
A. Email us at
bookings@abcmail.co.uk or call us on 0870 8444020 with your booking reference and we will send you one.
Can I pay by cheque?
A. Yes. Send in a letter including your Name, Address, Tel No, Dates and details of product required. (N.B. we cannot guarantee your chosen product would still be available by the time your cheque arrived).
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Secured Airport Parking
Why is a week calculated as 8 days and two weeks calculated as 15 days?
A. Charges are made from midnight on a 24 hour basis and the daily charge made by the car park is per whole or part day, regardless of arrival time.
Is there an extra discount for booking more than one car at a time?
A. No. Our prices are per vehicle and are already at a discounted rate.
What does Gate price mean?
A. This is the daily rate charged by the car park. This can fluctuate and is subject to change. For price guide select product on the I icon.
How do I book disabled parking?
A. Click on the product name or the I icon for details.
I only require 4 days parking by the price quotes a minimum of 8. What does this mean?
A. There is a minimum amount payable for parking. 4 days can be booked and used, but there is a minimum charge payable for 8 days.
I have a transit van/people carrier. Are there any size restrictions for cars?
A. Click on the I icon on the product and the information is accessible there.
Do you have a map of how to get to the Hotel/ Car Park?
A. Full directions of how to get to the Hotel/ Car Park are given on the booking confirmation. A map would be available from the Hotel concerned. The telephone number is accessible on the I con of the individual product
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Rail/Coach Inclusive
Are Rail/Coach journeys available for one-way only?
A. No. Prices are based on return journeys. you can however pay for a return journey. but only use the outward or return ticket.
Who sends the Rail/Coach tickets?
A. Once the booking has been confirmed, Rail/ Coach tickets will be despatched by us the Following day.
Why does it say No Pricing Point set up for this Station?
A. This Station may not be available or have a price set up on our system. Please e-mail us at admin@abcmail.co.uk with the details for clarification.
Why are there no Coach prices available for the Summer/Winter?
A. These prices will become available when National Express issue the new timetables March for Summer, September for Winter.
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Airport Hotels
I only require 4 days parking at the hotel, do I have to pre-book 8 or 15 days?
A. You can pay the hotel for parking and just buy the hotel room from us, however it may cost you more than pre-booking parking you won't use.
I want to park my car before I fly but wish to stay at an airport hotel on my return, how do I book?
A. This is possible at all our hotels. Simply book the room for the night you return (include parking). We recommend that you choose a hotel with car parking on site at the hotel if you would like to do this. Email us at
bookings@abcmail.co.uk or call us on 0870 844 4020 with your booking reference and we will advise the hotel that you are parking your car prior to your stay.
Are cots available in the rooms? We can request these at most hotels.
A. Please make the booking and email us at
bookings@abcmail.co.uk or call on 0870 844 4020 with your booking reference. We will then request a cot for you. If a cot is not available we will try and make alternative arrangements for you.
I have booked a hotel with parking that is not on site, where do I get directions to the car park?
A. Our confirmation voucher gives directions to the hotel. When you check-in the hotel will give you directions to the car park and a voucher to hand to them as payment.
I want to stay on my outward and return journey and park my car for the duration of my holiday. Will it cost the same for both nights?
A. This depends on whether a supplement is payable for the parking in the package. The parking element is normally booked on the outward stay and the return stay is booked as accommodation only. Please refer to individual hotels.
Is breakfast included?
A. Click on the product name or the I icon. The information is accessible there.
Do you have a map of how to get to the Hotel/ Car Park?
A. Full directions of how to get to the Hotel/ Car Park are given on the booking confirmation. A map would be available from the Hotel concerned. The telephone number is accessible on the Icon of the individual product.
What if I need more than the 8/15 days car parking at the Hotel?
A. Extra days are charged by the Hotel and And payable locally. For information on prices click on the I icon on the product
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Airport Lounges
Q. When can I enter the lounge?
A. Holiday Extras in conjunction with WellGone customers will be allowed to enter the lounge before the booked arrival time providing the lounge is not full. If the lounge is full customers will be asked to return at the booked time.
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Questions and Answers