Adults (12+)
Children (2-11)
Infants (under 2)

Frequently Asked Questions

Before You Travel

Do I need travel insurance?

We strongly recommend taking out a suitable travel insurance policy as soon as possible after making a booking. Travel insurance should be arranged for everyone travelling, including infants and children.

With all insurance policies, terms and conditions apply and we advise carefully checking that you will be adequately covered for all parts of your trip, including any connecting flights.

C. I. Travel Group are working in partnership with Cherry Godfrey, bringing you the opportunity to purchase travel insurance for a one-off trip or an annual multi-trip policy. Even though there is a reciprocal health agreement in place between Jersey and the UK this does not cover the costs of repatriation. No such agreement currently exists with Guernsey. Taking out holiday insurance should be a vital part of your holiday plans. Please visit our Travel Insurance page for more information.

What does my holiday price include?

Details of what is included will be shown on your booking confirmation, including room type and board basis (if applicable), the dates and times of your flights or ferries, and any optional extras you have chosen to add.

Cabin baggage is included with all flights. Hold baggage is included in all flights operated by Aurigny and Loganair. Many flights operated by Flybe have flexible baggage options, giving the choice to take a cabin bag only or add hold baggage if required. Baggage inclusions will be clearly shown in the holiday search results.

Ferry foot passengers are permitted 25kg of personal baggage. There is no free baggage allowance for infants under 3 years of age travelling at no charge. If you are travelling with your car on the ferry, there is no restriction to the amount of baggage you can bring.

Other services such as spa treatments, activities, internet access and parking charges are not included unless specifically stated.

Financial protection through either ATOL or ABTA, depending on your holiday type, is included in the final price of your holiday.

What do I do if I have not received my booking confirmation?

Please let us know if you have not received your email confirmation within 24 hours of making your booking and we will re-send by email or if preferred by post. It is important to contact us as soon as possible to ensure that the holiday is booked and any issues can be rectified immediately.

Confirmations sent by post may take longer than 24 hours to arrive, dependent upon your local post deliveries.

How do I change or cancel my holiday?

To cancel a booking or make an amendment please contact us. We require confirmation of cancellation in writing from the lead passenger, and may ask the same of an amendment in certain circumstances. Cancellation charges are detailed in our booking conditions and amendment fees may apply.

What will it cost to cancel my holiday?

Cancellation terms vary dependent on the date of cancellation and how far in advance of your holiday this is. All cancellations are required in writing and the cancellation will not take effect until this has been received by us. Please refer to our booking conditions for more details.

Can I upgrade my room?

Many properties offer upgraded accommodation categories for a supplement. Please see the website or ask one of our customer service agents by emailing enquiries@citravelgroup.com or by phone on 01534 496660 for which options are available at your preferred property.

How do I change my contact details?

If your address, email address or telephone number has changed, please let us know in writing at enquiries@citravelgroup.com or by phone on 01534 496660 so that we can update your file. It is important to keep your contact details up to date to ensure that you receive all relevant communications relating to your booking.

How do I request special assistance?

If you require assistance through the airport or ferry terminal please let us know at the time of booking, with details of your exact requirements, and this will be arranged for you in advance of travel.

If you have not booked assistance at the time of booking, this can be added to your booking by calling 01534 496660. We are required to advise airlines of assistance requirements at least 72 hours prior to the departure time.

Are transfers included in the price of my holiday?

Transfers are not included in the price of your holiday. When you book a package holiday (accommodation and travel together) these can be added at a supplementary price of £15.00 per person return.

Transfers are by taxi with our partner Island Taxis.

Transfers unfortunately cannot be added to travel only or accommodation only bookings.

There are usually regular taxis outside the arrivals hall at the airport and at the ferry terminal. There are also regular buses, however these buses will not visit all parts of the island and may require changes at stops, therefore it is important to plan and check your route in advance.

Alternatively, a hire car can be booked through us with our partner Europcar.

How do I receive my travel documents?

Your confirmation and invoice is all that is required to travel and no tickets are issued.

You will usually receive this by email within 4 hours of making your booking and in any case not more than 24 hours after making your booking.

Postal confirmations and invoices may take longer, however are sent to you on the same day the booking is made.

What do I do if I have not received my confirmation and invoice?

If you have not received your confirmation and invoice within 48 hours of making your booking please advise us immediately, and we will arrange to have them re-sent.

How do I find my booking reference?

Your booking reference is shown at the top right hand side of your confirmation invoice, and is a 6 digit number preceded by the letters ‘GT’. If you book online the booking reference is also displayed on the confirmation page.

If you are using your booking reference to retrieve your booking online, please note that you should enter the numbers only and not include ‘GT’ at the beginning.

If you are unable to locate your booking reference please contact us on 01534 496660 or by emailing enquiries@citravelgroup.com with your name, travel date and destination.

Why have I received an ATOL protection certificate?

If you have made a booking for a flight, or a flight packaged with accommodation and / or car hire, you will receive an ATOL certificate with your confirmation and invoice.

ATOL stands for Air Travel Organisers’ Licence. It is a government-run financial protection scheme operated by the Civil Aviation Authority.

By law, every UK travel company selling air holidays and flights is required to hold an ATOL. If a travel company with an ATOL ceases trading, the scheme protects customers who have booked holidays with them, ensuring they do not get stranded or lose money.

For further information visit www.caa.co.uk/atol-protection.

Do I need to provide advance passenger information?

We do not require advance passenger information for GuernseyTravel.com bookings. This information is collected at the airports / ferry terminal if required on check-in.

Will I need to pay any additional fees at the airport?

Norwich Airport levies a stand-alone fee, payable directly to the airport before you pass through security. Payment machines are located in the check-in areas of the airports and both cash and credit/debit cards are accepted. Payment can also be made online prior to arrival at the airport. For more detailed information about the fees and how to pay please visit Guernsey Holidays From Norwich.

Can I book accommodation only?

Yes, you can book accommodation only with GuernseyTravel.com. When searching online, select this option before clicking ‘check availability’. If you are making your booking by telephone, simply advise the customer services team member that you wish to book accommodation only.

Can I book travel only?

Yes, you can book travel only with GuernseyTravel.com. When searching online, select the ‘travel only’ option before clicking ‘check availability’. If you are making your booking by telephone, simply advise the customer services team member that you wish to book travel only.

How do I let you know about my dietary requirements?

The majority of the properties we feature are accustomed to welcoming guests with dietary requirements. Please let us know at the time of booking and we will pass on the information to ensure they are prepared.

Can I take my dog on holiday to Guernsey?

You can take your dog on the ferry to Guernsey and there are many dog friendly accommodation providers. Please visit Travelling to Guernsey by sea with dogs for further information on travelling with your dog. All accommodation pages state whether dogs are accepted in each property.

How do I contact you?

You can contact GuernseyTravel.com by phone on 01534 496660, by email at enquiries@citravelgroup.com, by Facebook Messenger or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

You can also visit our offices at Heron House in St Peter, Jersey during our opening hours.

 

Your Flights & Ferries

What documents do I need to check in?

You will be required to produce your booking confirmation and valid photographic ID for all passengers to check-in at the airport. Passengers travelling by ferry are not required to produce identification, however, we strongly advise that you do still have photographic identification with you.

Can I increase my baggage weight allowance on the flight?

It is not usually possible to increase the hold baggage weight allowance on flights, however in extenuating circumstances (for example if medical equipment is required) please contact us and we will endeavour to help.

What do I do if my baggage is damaged or missing?

In the unlikely event that your suitcase is damaged or lost during the flight, this must be reported to ground staff in the arrival airport before you leave the airport. They will assist in filling out a PIR form for damaged baggage, or offer advice regarding the return of lost baggage. Unfortunately any damage or loss not reported at the time of arrival will not be compensated for.

What do I do if I miss my flight or ferry?

If you miss your flight or ferry you must advise GuernseyTravel.com as soon as possible so that we can assist you in booking a new journey. Please note that in the majority of instances this would be at the passenger’s own cost.

Where transfers are not provided, it is your responsibility to ensure you arrive at the airport or ferry terminal to check-in your baggage and pass through security in ample time to board. Once checked-in it is also your responsibility to monitor flight or ferry announcements and information screens and to proceed to your departure gate by the specified time.

What do I do if my flight or ferry is delayed?

Once you have checked in with your airline or ferry operator, they are your point of contact for up to date information relating to your travel departure.

Adverse weather conditions can result in delays and diversions and even cancellations of some services. Transport may also be delayed or cancelled due to technical problems or force majeure.

Except where this leads to a significant alteration to contracted services, we will not be liable for any loss or expense incurred, or obligated to refund any payment for unused accommodation or services at your destination.

Should your travel be delayed or cancelled, we recommend that you have sufficient funds to obtain additional meals and accommodation. These costs may be covered by your travel insurance, which is strongly recommended.

All flights from the UK to Guernsey are classed as short-haul flights and if you are delayed by more than 2 hours may be entitled to care and assistance from the airline which may be in the form of food and drink, assistance with communication, accommodation (if delayed overnight) and transport.

Further guidance on flight delays, cancellations and your rights can be found at www.caa.co.uk/flight-delays.

What is my baggage allowance?

Cabin baggage is included with all flights. Hold baggage is included in all flights operated by Aurigny and Loganair. Many flights operated by Flybe have flexible baggage options, giving the choice to take a cabin bag only or add hold baggage if required. Baggage inclusions will be clearly shown in the holiday search results.

For further details on individual airline cabin bag and hold baggage allowances, please visit travel information. and select the relevant airline.

Can I select my seats?

Seats can be pre-selected for flights at an additional cost when you complete your online check-in..

Ferry travel seating defaults to automatically allocated standard seats. Upgrades to Ocean Traveller Plus or Club seats are available at an additional charge either during the initial booking or by calling us on 01534 496660 after you have made your booking. Specific ferry seat numbers cannot be selected.

Do I need a passport?

We advise you to travel with a current valid passport for all passengers travelling if you hold them, including children and infants. However, you can also travel to Guernsey from the UK with current valid authority issued photographic identification such as a driving licence, bus pass or disabled badge. Children under the age of 16 years are not formally required to have identification if travelling with a parent or guardian.

If you plan to visit France during your stay passports will be required.

What is the check in time for my flight?

Check-in opens from 2 hours prior to the scheduled departure time and the minimum check-in time for all flights is 1 hour prior to departure. We strongly advise checking in no later than 1 ½ hours prior to departure to allow for any delays that may occur at the check-in desk and whilst passing through security.

If your flight is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.

What is the check in time for my ferry?

The latest check-in time if you are travelling with a car is 1 hour before the scheduled departure and 40 minutes for foot passengers. We strongly advise checking in 1 ½ hours prior if you have a car and 1 hour prior for foot passengers.

If your ferry is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.

How do I print my boarding pass?

Online check-in is available for all flights. Visit online check-in and select the relevant airline. You will need your airline booking reference and name of the lead passenger.

Boarding passes for ferry travel are issued at time of check-in and cannot be printed in advance.

How do I find my airline or ferry reference?

Your airline or ferry reference is found on your confirmation invoice in the top right corner, indicated by ‘Flight / Ferry locator reference’. Please note that this is a different number to your booking reference.

Can I book seats with extra leg room?

Exit seats on all aircraft have extra leg room. These can be pre-booked at an additional charge and providing you have no mobility issues. Please call 01534 496660 and we can arrange this for you.

 

On Your Holiday

What do I do if I need help during my holiday?

In most cases your hotel reception should also be able to offer assistance, depending on the circumstances. If you require further assistance please contact us directly on 01534 496660.

What time will my coach transfer pick me up?

If you have pre-booked transfers, your return pick-up will depart from your accommodation between 2 and 2½ hours prior to the flight or ferry departure time shown on your booking confirmation.

If your transfer has not arrived 1 ½ hours prior to your departure you should contact Island Taxis on 01481 700500.

If you have transfers booked and you do not require them please let us know so that we can advise the provider not to wait for you.

For further information please visit Transfer Information.

Is there parking at my hotel?

Parking arrangements vary for all accommodation. Individual parking information is stated on each property web page or call 01534 496660 for further information.

How do I pay for public parking?

All public parking in Guernsey is free.

At car parks marked 'disc zone' you must use a parking clock to indicate your time of arrival. Some on-street parking also require the use of a parking clock, especially in St Peter Port. Be aware that some public parking has a strict length of stay restriction and this will be clearly marked on the parking signage.

Parking clocks can be purchased from the Information Centre in St Peter Port, some garages and retail outlets. If you hire a car, there is usually a parking clock provided free of charge for your use.

UK issued disabled badges are valid for use in Guernsey.

What do I need to hire a car?

You must have held a full driver’s licence for more than one year and the licence must not have more than 9 points of endorsement. You must be between 21 and 89 years of age to hire a car in Guernsey.

The paper counterpart to the photocard driving licence is no longer valid. UK driving licence holders will therefore need to use ‘Share Driving Licence’, the online service from the DVLA, for validation of their driving record and this needs to be undertaken 72 hours prior to collecting your car. Please visit car hire instructions for more information.

Drivers over 80 years of age will be required to sign a declaration form on vehicle collection verifying that they have no physical disabilities or impairments that might affect their ability to drive a rental vehicle. They must also drive their own vehicle on a regular and fully comprehensively insured basis.

There may be age restrictions (under 30 years or over 75 years) for specific groups of cars. Please call us on 01534 496660 to check current restrictions.

What is included in the cost of my hire car?

When you book a hire car with Europcar through GuernseyTravel.com, unlimited mileage, third party liability insurance, collision damage waiver (excess £1000), licences, fees and delivery/collection charges are included.

You will be required to pay for a half tank of petrol upon collecting the car and you do not need to put any petrol in the car prior to returning it to Europcar. Refunds for unused petrol are not given.

Optional extras are available such as collision damage excess waiver, extra drivers, baby seats and booster seats can also be arranged at an additional charge.

Further information about optional extras can be found here.

What currency do I need?

The currency used in Guernsey is pound sterling. We do have our own bank notes and coins, including £1 notes, however Bank of England, Bank of Scotland and States of Jersey notes and coins are all accepted as legal tender.

States of Guernsey notes and coins are not legal tender in the UK but are a legal currency. Therefore we advise swapping your Guernsey currency to English pounds before you leave.

What is included in my board basis?

Board basis inclusion varies. Generally inclusions are as follows:

  • Self-catering or Room Only: Food and drink is not included
  • Bed and breakfast: Breakfast is included each morning at the hotel.The majority of hotels include a full English breakfast however some hotels only include a continental option. This is specified on each individual hotel page
  • Half board: Breakfast is included each morning and dinner usually served in the main restaurant is included each evening.

Are there buses/taxis?

There are regular buses covering much of the island and this service is operated by CT Plus. All buses travel to and from the main bus station in St Peter Port. Further information, maps and timetables can be found at www.buses.gg. Buses are charged at a flat fee of £1.00 per person per single journey. If you need to change buses to complete your journey, you do not need to pay twice. Exchange your bus ticket (to use the next available onward service that day) and the driver will issue you with a transfer ticket.

Alternatively, you can ‘hail’ a bus and, provided it is safe, the driver will stop to pick you up. Please note, this ‘hail and ride’ approach does not operate in the Town, St. Peter Port, Bridge, St. Sampsons area or at Guernsey Airport.

Travel passes for multi-journeys can be purchased. For more information please visit www.buses.gg/prices_and_tickets.

There are many taxi companies operating in Guernsey. There is a public taxi rank in central St Peter Port, St Sampson (on The Bridge) and at Guernsey Airport. Private hire cabs are also available to be pre-booked and can be arranged by your hotel or telephoned directly. Please note that at peak times (Friday and Saturday nights, or during workday rush-hour, there may be limited availability and pre-booking is advisable.

 

When You Get Back

How do I make a complaint?

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our representative or our local office immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at the address shown on your confirmation giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as our representative or local office without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you are in resort and this may affect your rights. Please also refer to our booking conditions point 3 relating to ABTA.

How do I make an insurance claim?

Should you need to make an insurance claim, please retain any associated paperwork or receipts related to the claim (for example a police report, receipt of payment from a medical centre or additional travel expenses in the case of a missed flight) and in the first instance contact your travel insurer. We are able to provide duplicates of original confirmations if required.

 

Payments

What deposit do I pay?

Deposit requirements vary depending on the type of booking you are making. You will always be advised of the deposit amount during your booking process.

The majority of bookings made more than 8 weeks in advance of your departure date require a deposit of £80.00 per person.

Some flights require full pre-payment at time of booking, in which instance your deposit will be the full cost of the flight plus £80.00 per person for the accommodation (if accommodation is booked).

Accommodation only bookings require a deposit of £80.00 per person.

If your booking being made within 8 weeks of departure, full pre-payment is required at the time of booking.

When do I pay the balance?

The balance of your holiday is due no later than 8 weeks prior to your departure date. If the balance is not paid in time we may cancel your travel arrangements and retain your deposit.

How do I pay for my holiday?

Payment can be made by major credit or debit card or by cheque made payable to C. I. Travel Group. There is no charge for paying by debit card, credit card or cheque.

Unfortunately we are unable to accept payment by American Express at the current time.

Balance payments can be made online using our secure portal at manage my booking or by calling us on 01534 496660. You will need your booking reference, postcode and name of the lead passenger.

Please do not send card details by email or other messaging platforms.

Will I be sent a reminder to pay the balance of my holiday?

We do not send reminders in advance of balance payment, aside from your original confirmation. Please make a note of the date due. Should you miss this date, we will contact you by post or email with a reminder.

 

Other

How do I subscribe / unsubscribe from your newsletter?

You can subscribe to our email newsletter by completing the form on the homepage, by emailing marketing@citravelgroup.com, calling 01534 496660, by Facebook Messenger or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

To unsubscribe, please contact us by one of the above mentioned methods or by clicking on the ‘unsubscribe’ link in one of our marketing emails that has been sent to you.

All newsletter unsubscribes requested via the unsubscribe link in an email are immediate. All other methods are actioned within 1 working day.

What does ABTA stand for?

ABTA stands for the Association of British Travel Agents.

C. I. Travel Group is a member of ABTA, meaning that you have the benefit of ABTA's assistance and Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company.

For further information visit financial protection.

What does ATOL stand for?

ATOL stands for Air Travel Organisers’ Licence. It is a government-run financial protection scheme operated by the Civil Aviation Authority.

By law, every UK travel company selling air holidays and flights is required to hold an ATOL. If a travel company with ATOL ceases trading, the scheme protects customers who have booked holidays with them, ensuring they do not get stranded or lose money.

ATOL covers all bookings made that include a flight, or a flight packaged with accommodation and / or car hire.

If your holiday is covered by ATOL, you will receive an ATOL certificate with your confirmation and invoice. If you believe you should have received an ATOL certificate and have not, please contact us on 01534 496660.

For further information visit www.caa.co.uk/atol-protection.

Can I buy a voucher?

Yes, vouchers can be purchased for any amount and can be redeemed against any GuernseyTravel.com booking. Vouchers are valid for one year from the date of purchase.

Please visit gift vouchers for more information or contact us by phone on 01534 496660, email enquiries@citravelgroup.com, by Facebook Messenger or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

You can also visit our offices at Heron House in St Peter, Jersey during our opening hours.

How do I redeem a voucher?

To redeem a voucher simply contact us by phone on 01534 496660, email enquiries@citravelgroup.com, by Facebook Messenger, in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW or by visiting our offices. You will need your voucher number and details of the holiday you would like to book.

You will also be required to send in the original copy of your voucher.

Can I use a voucher for another product?

Vouchers are not transferrable between products. Vouchers bought for GuernseyTravel.com can only be redeemed against a GuernseyTravel.com holiday.