Frequently Asked Questions
USING THIS SITE
What is included in the price?
The prices shown on this website are a 'from' price based on period of travel and include flight, hotel and transfers. To get a quote for your next PURE LUXURY holiday, please call our Travel Ambassadors on our local rate number - 0844 493 0020.
How do I book a PURE LUXURY Holiday?
In order to make your PURE LUXURY holiday the experience of a lifetime, you can discuss your needs with our experienced Travel Ambassadors on our dedicated local rate number - 0844 493 0020.
If you would prefer us to call you, please email your details to pureluxuryholidays@goldmedal.co.uk
I'm having trouble using the PURE LUXURY website. What do I do?
We have designed the PURE LUXURY website to be as accessible and easy to use as possible, but some of the advanced features may not work on all browsers. If you experience problems using the website, please call one of our Travel Ambassadors, who will be happy to help, on local rate number - 0844 493 0020.
MY PURE LUXURY HOLIDAY - Payment Information
How much deposit will I need to pay?
A deposit of £250 per person is required, except where there are immediate ticket-buys imposed by airlines. In these situations, where the deposit may be higher to secure your flights, a 100% cancellation fee may apply. Your personal Travel Ambassador will be able to advise you in detail at the time of booking.
How can I pay for my holiday?
Simply call your personal Travel Ambassador, who can take payment for your holiday. We accept Switch, Delta and Solo, as well as all major Credit and Debit Cards, including MasterCard, Visa, and American Express.
MY PURE LUXURY HOLIDAY - Before I travel
What services will may Personal Travel Ambassador offer me?
Your Personal Travel Ambassador will provide a smooth, seamless experience from the moment you begin to consider your holiday, to when your return home from travel. With PURE LUXURY, you will appreciate the wealth of experience from our highly professional, specialised Travel Ambassadors have, which will enable them to take you to places beyond your wildest dreams.
Where can I find more information about my destination or hotel?
Our PURE LUXURY Travel Ambassadors have first-hand experience of the hotels and destinations in our portfolio, and can answer any query you may have in relation to your chosen holiday. In addition, all our PURE LUXURY holidays come with an important information booklet, so you can read about your destination and hotel before you travel, helping you make the most of your holiday experience. This destination information booklet will be included in your travel documentation pack, delivered in a super leather wallet three weeks prior to your departure.
How do I make changes to my booking?
Simply call the local rate number - 0844 493 0020 - or your personal Travel Ambassador using the contact details shown on the top right-hand side of your invoice. Your Ambassador will be able to advise you whether or not we are able to make changes to your particular booking. Rest assured we will make every effort to amend your holiday to suit your needs. However, some travel arrangements cannot be changed after completing the booking, and changes can incur administration and cancellation charges of up to 100%.
When will my travel documents arrive?
All travel documentation will be dispatched 3 weeks prior to your departure. If you have changed your address, please update us immediately by calling the local rate number - 0844 493 0020 - or email pureluxuryholidays@goldmedal.co.uk
I am celebrating a special occasion while I'm away - can you help?
Discuss the special occasion with your personal Travel Ambassador and we will tailor your requirements to ensure you have a memorable experience at your destination. Whether it be champagne, flowers or chocolates, or even a personalised dinner menu offered by some of our intimate partners, your personal Travel Ambassador can advise and assist you on this and more.
I have an e-ticket - what does this mean?
Electronic tickets, or e-tickets are now offered by the majority of airlines in the UK. An e-ticket confirms your airline ticket purchase without requiring a paper record; the only record of an e-ticket sale is in electronic form in the airline's computer system.
Please note: Some airlines still issue paper tickets for some flights. If you receive a paper ticket, which is a cardboard ticket/coupon in a wallet, you must present this at the airport check-in counter or you will be unable to board your flight. If you are unsure whether you have a paper or e-ticket, please contact your Personal Travel Ambassador.
*If you have an e-ticket, it offers the following advantages:
*They allow you to travel without a paper ticket, eliminating the worry of leaving your tickets behind.
*You do not have to wait for your tickets to arrive.
*E-ticket numbers can be used at self service check-in desks, now offered by some airlines to avoid queuing at check-in desks. These machines use simple touch screen commands and they will print your boarding pass and track air miles (if applicable) automatically. At machine check-in you are required to enter one of the three following methods of identification:
- The credit card that the airline was purchased with,
- A traveller loyalty card
- An e-ticket receipt. Please note the airline reference number given at the time the booking was made.
Do I need travel insurance with my holiday?
Yes. It is essential that you are covered while you are away. Your personal Travel Ambassador will be able to help. Call our local rate number 0844 493 0020, or email pureluxuryholidays@goldmedal.co.uk
Do I need a visa for travel?
For the most up to date information on visas, passports, health and travel advice worldwide, please see the following web sites for Visas, Home Office and Foreign and Commonwealth Office.
• www.ukvisas.gov.uk
• www.homeoffice.gov.uk
• www.fco.gov.uk
You may also need a visa if you are transiting through a country that requires a visa.
If you do not have the correct documentation to travel, you will be turned away at check-in. It is your responsibility to ensure that your travel documentation is in order. If you are unsure, please contact your Personal Travel Ambassador on the loca rate number 0844 493 0020, or email pureluxuryholidays@goldmedal.co.uk
Additionally, most countries will not allow you to enter on a one-way ticket without relevant visas or documentation.
I have feedback from my trip, where can I write in to?
We like to hear about your trips and welcome your feedback, whether it is to share positive feedback or feedback on how we may improve our service based on your holiday experience.
You can email pureluxuryholidays@goldmedal.co.uk or write in to:
Post-Travel Customer Relations Department
PURE LUXURY
Trident Centre
Ribble Docklands
Preston
Lancashre
PR2 2QG
England
UK