Frequently Asked Questions

If you are taking a short haul holiday you will need to check-in at least 2 hours before departure. For a long haul holiday you will need to check-in at least 3 hours before departure. Please note: in times of heightened security you may need to check in early, please check with us or your airline nearer the time if you are in doubt.

Back to top

Yes. Mercury Holidays air holidays and flights are fully protected by ATOL bonding by the Civil Aviation Authority. Our ATOL number is ATOL.1631. For extra reassurance and security Mercury Holidays is also a fully bonded member of ABTA. Our ABTA number is V0211. For further information, visit the our ABTA and ATOL Approved - Financial Security page.

Back to top

Please visit the How to Book page of our website for more information.

Back to top

Simply call our brochure hotline on 0843 224 0346 and our brochure despatch team will arrange for the required brochure to be sent out to you as soon as possible. Alternatively, request a brochure online.

Back to top

Our experienced team of reservations consultants will be more than happy to help discuss any travel arrangements whether they are existing arrangements or it is just a holiday you are interested in. Please give them a call on 0800 781 4893.

Back to top

We can arrange car hire in Malta or in Cyprus. Please ask our reservations team for details by calling 0800 781 4893. In most other destinations car hire is available, this can be booked in resort through your representative.

Back to top

You can arrange excursions in all of our destinations through our representatives and handling agents in resort. You should be provided with leaflets and information during your transfer from the airport and these trips are easily bookable during your stay.

Back to top

You can view online check-in instructions via our Manage My Booking area of our website, you can access Manage My Booking by clicking on the link at the top of this page or by going to https://www.mercuryholidays.co.uk/manage/. Easyjet Online Check-In (PDF) Ryanair Online Check-In (PDF)

Back to top

For information contact the passport office on 0300 222 0000, or visit the passport agency website at www.ips.gov.uk

Back to top

For all of our destinations you must have a minimum of 6 months left valid on your passport after your planned return travel date.

Back to top

We have visa information listed under each individual destination on our website. If you need further visa information, it is always available on the relevant country's High Commission website or usually from the country's tourist board. It is essential that you check your visa requirements well in advance of travel. For non-British citizens it is essential that you check your visa requirements as these may be different to those listed on our site. IT IS ALWAYS THE CUSTOMER'S RESPONSIBILITY TO ENSURE THE CORRECT AND VALID VISA IS OBTAINED BEFORE TRAVEL.

Back to top

A deposit will need to be paid at the time of booking, this is usually £250pp plus any insurance premiums however may sometimes be higher depending on the holiday being booked. The deposit applies to adults and children. A deposit will only be taken providing you are making the booking more than 10 weeks before departure. If you are within 10 weeks of travel then a full balance payment will be payable. You can pay by cheque, debit and credit cards. There is no charge for Debit or Credit Cards payments. Full details are contained within our Terms and Conditions.

Back to top

Balance Payments can now be submitted online by accessing the "My Bookings" section of your account on our website. Pay the balance of my holiday now.

Back to top

Tickets are usually issued 10 days before departure and will be sent out by post to the 'lead passenger' on the booking. However, if you are making a ‘Late booking’ (usually within 10 days of departure), someone from our ticketing department will call you to provide you with your ticket information. In this case sometimes tickets are sent out, e-tickets are issued, or tickets will need to be collected at the airport. If you have a ticketing enquiry, then please call our ticketing department on 0843 224 0069. POSTAL DISRUPTION UPDATE: Please be aware that we strive to avoid any impact caused by postal strikes/delays. However in all cases if you do not receive your ticket package you will still be able to travel. If you have not received your ticket package by three or four days prior to departure please contact us (either by phone or email) and we will give you the information you need. Most flights are either ticketed "Electronically" or "Ticketless"; in both these cases the procedure is very simple. On the rare occasions where a flight requires a paper ticket it is very simple for us to arrange for the ticket to be available at the airport.

Back to top

All clients travelling on any of our holidays must be covered by holiday insurance against loss of money and luggage, medical expenses, cancellation charges in the event of illness or prior to departure, etc. We recommend that customers take advantage of our special package insurance, which is arranged by Allianz Global Assistance. For more information on our insurance available call our reservations team on 0800 781 4893 for details. Travel insurance is an essential part of a holiday, as in the unfortunate occasion when it is needed it can save you thousands of pounds of medical expenses or other expenses that may be incurred in the case of an incident. Other countries do not operate an NHS system whereby medical treatment is free. Also if there is an emergency at home and you need to get home under certain circumstances your insurer will pay to fly you home.

Back to top