Don't worry – there's usually a simple fix! Here are the most common reasons and how to solve them.
Check #1: Are you using the right email address? 📧
If you booked using a different email address than the one you're currently signed in with:
Sign out of your current account.
Sign back in (or create an account) using the email address you used when booking.
Check 'My Bookings' - your holiday should appear!
Still not there? Check your confirmation email to see which email address we sent it to.
Check #2: Did you make a typo when booking? 📝
If you accidentally mistyped your email address during booking, your holiday won't link to your account, and you won't have received your confirmation email.
We can fix this for you right away through your online account!
How to submit a correction request:
Log into your account on our app or website.
Go to My Bookings.
Click on 'Can't find my booking'.
Fill out the Update Contact Details Request form with your booking reference, departure date, and the correct email address.
Hit submit! Our team will update the system and securely link the holiday to your account.
📧 What happens next?
If your booking is pending: Once updated, your holiday will appear inside your My Booking account so you can track its progress. We will send a final email confirmation as soon as everything is officially booked.
If your booking is already confirmed: We will automatically resend your official holiday paperwork straight to your updated email address.
Check #3: Did you complete your booking? ⚠️
Sometimes bookings don't go through due to:
Payment issues
Browser timeouts
Not completing the final checkout step
Check your bank account – if payment was taken, we definitely have your booking! If the self-service form in Check #2 doesn't solve it, please jump onto our Live Chat with your payment details so we can locate it for you.