When Plans Change: What to Know Before and During Your Holiday

BookNow travel guides • Travel planning • Changes

A change of plans can begin with a personal request, a supplier update or an event that requires you to reconsider the itinerary. It is not possible to guarantee that every change will be available or free of charge. You can prepare by understanding the booking conditions, keeping documents and knowing the appropriate contact channel for each enquiry.

Keep the information accessible

Before departure, save booking confirmations, tickets, vouchers and supplier details. Make sure you have the conditions provided at purchase and the relevant contact information. If you have travel insurance, save the policy and assistance number too. Another traveller should be able to access the necessary information without unnecessarily sharing payment details or personal documents.

Want to change something? Start by asking

To change a date, room or service, contact the relevant team with your booking reference and a precise description of your request. Ask what can be changed, what it costs and how it affects the other parts of the trip. Before approving anything, check fare or rate differences, fees, the new booking conditions and any response deadline.

If a supplier announces a change

Read and save the notification. Check which service is affected and whether there are implications for the rest of the holiday: a transfer, hotel or another flight segment. Ask for details of the options relevant to your booking. A change notification alone does not tell you what happens to every other component, particularly if purchased separately.

If there is a problem during your stay

If a room or service does not match the confirmation, show the supplier the document and explain the difference clearly. Where needed, document the problem and your enquiry, then send the details through the service channel provided to you. In a dangerous situation or medical emergency, first contact the appropriate emergency service and insurance assistance, as the situation requires.

Cancellation, refunds and processing times

Cancellation and refund possibilities depend on the conditions and circumstances applicable to the booking. Ask what is being cancelled, the amount expected to be refunded, the costs and the process. An estimated timeframe is not confirmation that money has already been transferred. Keep the cancellation confirmation and correspondence until the matter is resolved.

Frequently asked questions

Does submitting a request guarantee a change? No: the action needs to be confirmed.

Does a flight change automatically cancel the hotel? Do not assume so; check each component.

Does insurance cover every cancellation? Coverage depends on the policy and circumstances.

Should I pay for an alternative immediately? Where possible, clarify the consequences first and keep records.

Before you set off

Confirm who your contact is, when they can be reached and what to do outside operating hours. When contacting BookNow about a booking, include the booking reference, passenger name and a short description of the situation. Organised information helps identify what needs checking and supports clear follow-up.

Continue planning

• How to Search for and Book a Holiday with BookNow
• Behind the Holiday: The People and Choices at BookNow