FAQS

About Lumle Holidays
Who are Lumle Holidays Ltd?
Lumle Holidays Ltd is a UK-registered tour operator offering a wide range of holidays and travel arrangements to destinations around the world. We specialise in carefully designed small-group and tailor-made holidays, supported by experienced local partners and guides. For more information about Lumle Holidays, please visit our About Us section.

Financial Security
Is Lumle Holidays financially protected?
Yes. Lumle Holidays Ltd is a private limited company registered in England and Wales under company number 07487927. Financial protection applicable to your booking is provided through the appropriate ATOL and/or ABTOT arrangements, as explained below.

Your Financial Security – Book with Confidence

Lumle Holidays Ltd complies with The Package Travel and Linked Travel Arrangements Regulations 2018 where applicable. The financial protection applying to your booking depends on the travel arrangements you purchase.

ATOL Protection

Lumle Holidays Ltd holds ATOL number 7375. Where your booking is ATOL protected, you will receive an ATOL Certificate which explains what is financially protected. Please check your ATOL Certificate carefully to ensure that the flights, accommodation and other services you booked and which are protected are correctly listed.

Please note that ATOL protection does not apply to every travel service. If you do not receive an ATOL Certificate, your booking will not be ATOL protected. If you receive an ATOL Certificate but some parts of your trip are not listed on it, those parts are not protected under the ATOL scheme. Please see our Booking Conditions for further information about the financial protection applicable to your booking.

ABTOT Protection

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Lumle Holidays Ltd, ABTOT membership number 5338, and in the event of our insolvency, protection is provided for:

Non-flight packages.

ABTOT cover provides for a refund if you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Lumle Holidays Ltd.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call the ABTOT 24/7 helpline on 01702 811397 and advise that you are a customer of an ABTOT-protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

You can find out more about ABTOT here: https://www.abtot.com/

Trip Style
Which style of trip is right for me?
At Lumle Holidays, we believe that travel is a personal experience, which is why we offer a wide range of holidays to suit different interests and travel styles. Whether you are looking for cultural discovery, wildlife, adventure, relaxation, pilgrimage, honeymoon experiences or something more active, our itineraries are designed to offer a variety of experiences. Please carefully review the individual holiday itinerary, inclusions and trip information before booking to ensure that the style of travel is suitable for your interests and expectations. For more information, please visit www.lumle.com or contact us before booking.

Are trips physically demanding?
Our holidays vary considerably in physical intensity. Many are easy to moderate in pace, while others may involve longer walking days, uneven surfaces, steps, altitude, wildlife activities or more demanding trekking and adventure experiences. Please review the detailed itinerary and trip information carefully before booking and consider your own fitness, mobility and individual circumstances. If you are unsure whether a particular holiday is suitable for you, please contact us before booking so that we can provide further information about the itinerary. Where appropriate, you should also seek advice from a qualified healthcare professional regarding your fitness to travel.

Travelling with Children
Does Lumle Holidays offer family trips?
Yes, Lumle Holidays offers a range of holidays suitable for families. Suitability and minimum ages vary according to the destination, itinerary, accommodation, transport and included activities. Please check the relevant holiday information and contact us before booking where children are travelling, particularly if you are unsure whether a specific activity or itinerary is suitable for their age.

Group Trip Information

Who are Lumle Holidays travellers?
Lumle Holidays welcomes travellers with a spirit of discovery who want to experience destinations beyond the usual tourist routes. Our customers may travel solo, as couples, with friends or family, or as part of a small group. For most of our tours, travellers are generally aged between 15 and 85, although suitability and any specific age requirements vary by itinerary. Travellers under 18 must normally be accompanied by a responsible adult.

How many people will be on my trip?
We specialise in small-group travel, with most applicable tours operating with up to 20 passengers. Importantly, there is generally no guaranteed minimum group size. Depending on bookings for your departure, you may travel with other Lumle Holidays customers, with only a few other travellers, or solely with the person or people included in your own booking. If you are travelling alone, you may in some circumstances be the only Lumle Holidays customer travelling on that departure.

The term “Small Group Tour” refers to the maximum group size and style of travel and does not guarantee that other customers will be travelling with you. Group numbers and composition may change before departure due to new bookings, cancellations or amendments. Any number of travellers advised before departure is therefore for information only and is not a guarantee of the final group size.

Are there age restrictions on your trips?
For most of our tours, the usual age range is approximately 15 to 85. Travellers under 18 must normally be accompanied by a responsible adult. Some itineraries, activities, wildlife experiences, trekking routes, cruises or accommodation providers may have different minimum or maximum age requirements. Please check the individual holiday information and contact us before booking if you have any questions about suitability.

What is the demographic of your group?
Our travellers generally range from approximately 15 to 85 years of age, although the actual ages, nationalities, backgrounds and composition of each departure can vary considerably. We do not guarantee any particular demographic or group composition.

Who will guide me during my holiday?
Our holidays are generally locally guided rather than accompanied throughout by one permanent group leader. We use experienced local guides, representatives, naturalists and specialists in the destinations you visit because they have detailed knowledge of their own regions, culture, history and local conditions. This approach also helps support local employment and keeps more of the benefits of tourism within the communities you visit. Depending on your itinerary, you may therefore meet different local guides in different cities, regions or countries.

Can I just do part of the trip?
You may choose to join a holiday late, leave early or voluntarily miss an included part of the itinerary, but this must be discussed with us in advance where possible. No refund or price reduction is normally available for accommodation, sightseeing, meals, transfers, excursions, transport or other included services that you choose not to use, subject to our Booking Conditions and your applicable statutory rights.

If your decision to miss part of the itinerary results in additional transfers, accommodation, transport, tickets or other arrangements being required, these may be subject to availability and additional cost. You are also responsible for ensuring that any altered arrangements remain compatible with your immigration, visa, flight and other travel requirements.

Can I make changes to the itinerary of my group trip?
Our scheduled group itineraries are designed to operate as published and we are generally unable to make individual changes to the core itinerary once the booking has been confirmed. If you are travelling as a private group of friends, family, colleagues, a school or an organisation, we may be able to create a tailor-made itinerary subject to availability, feasibility and additional cost. Please discuss any requirements with us before booking.

Can I add extra nights before or after my trip?
In many cases, additional nights can be arranged at the time of booking, subject to availability, operational feasibility and additional cost. Please let us know before your booking is confirmed if you would like to arrive earlier or stay longer. Requests made after booking may not be possible and, where changes can be made, amendment charges and additional supplier costs may apply.

Single Travellers

I’m travelling alone – is that OK?
Absolutely. Solo travellers are welcome on our holidays. You can book your own private room by paying the applicable single supplement, where available. As there is generally no minimum group size, you may travel with other Lumle Holidays customers, with only a few other travellers, or in some circumstances you may be the only Lumle Holidays customer on that departure.

Will I be charged a single supplement?
Our advertised holiday prices are generally based on two people sharing a twin or double room. A solo traveller requiring their own room will normally pay the applicable single-room supplement, which is shown during the booking process or advised before booking. Availability and supplements vary by itinerary and accommodation.

Room Types

Can we book a triple room?
Triple-room arrangements are available on some holidays, subject to the accommodation provider and room configuration. In many destinations, a triple room generally consists of a standard double room with an additional bed, rollaway bed, sofa bed or similar sleeping arrangement, rather than three permanent full-size beds.

Room sizes, bed types and layouts vary significantly between hotels and destinations, and an additional bed may reduce the available space in the room. Triple rooms and specific bed configurations are therefore subject to availability and cannot always be guaranteed. Please let us know your requirements at the time of booking so that we can request the most suitable arrangement available.

Can I book a single room?
Yes. Solo travellers can normally book a private single room by paying the applicable single supplement. Availability and pricing vary by itinerary and accommodation and will be shown during the booking process or advised before booking.

Weather (When To Go)
The best time to travel varies by destination and can also depend on the particular experiences included in your itinerary. Our destination pages provide general information about seasons and typical conditions. Weather is naturally unpredictable, so any seasonal information should be treated as guidance rather than a guarantee of particular conditions during your holiday.

Food & Drink

I have special dietary requirements – will they be catered for?
Please tell us about any food allergies, intolerances or dietary requirements at the time of booking. We will pass the information provided to our relevant local partners, hotels and service providers so that they can assist where reasonably possible and subject to local availability.

However, Lumle Holidays cannot guarantee that particular foods, ingredients, preparation methods or completely allergen-free meals will be available, especially in remote destinations or where food is prepared by third-party restaurants, hotels, lodges, airlines or other suppliers. Cross-contamination may also be outside our control.

For your own safety, you should remind your guide, restaurant staff or server of your dietary requirement or allergy each time food is ordered or served, even where the requirement has previously been notified to Lumle Holidays or our local partners. If you have a serious or potentially life-threatening allergy, please seek appropriate medical advice before travel, carry any medication prescribed for you and consider carrying a translated allergy or dietary card for the destinations you are visiting.

Diverse Travel Experiences with Curated Accommodations

What types of accommodations can I expect on a Lumle Holidays trip?
Our holidays are designed to offer a variety of experiences, and accommodation may include heritage hotels, boutique properties, homestays, wildlife lodges, camps, locally owned hotels and international or regional branded hotels. The style and facilities available vary significantly according to the destination and character of the itinerary.

Properties are selected for factors such as location, comfort, character and suitability for the itinerary. In remote or specialist destinations, accommodation and facilities may be simpler than those available in major cities and may not offer features such as swimming pools, bars, lifts, air conditioning or extensive restaurant facilities.

Where particular hotels or properties are named in an itinerary, these represent the accommodation we intend to use. If a named property becomes unavailable or an operational change is required, we may provide alternative accommodation of a similar standard or appropriate character, subject to our Booking Conditions and your applicable statutory rights.

Small Group Tours and Travel Guarantee

How many people are typically in a Lumle Holidays tour group?
Lumle Holidays specialises in small-group tours of up to 20 passengers, unless a different maximum is shown on the relevant holiday. This provides a more personal style of travel than large coach touring while still allowing customers to enjoy the advantages of an organised itinerary.

There is generally no guaranteed minimum group size. Depending on bookings for your chosen departure, you may travel as part of a group of other Lumle Holidays customers, with only a few other travellers, or solely with the person or people included in your own booking. If you are travelling alone, it is also possible that you may be the only Lumle Holidays customer travelling on that particular departure.

The term “Small Group Tour” therefore refers to the maximum group size and style of the holiday; it does not guarantee that a minimum number of people or any other Lumle Holidays customers will be travelling with you.

Group numbers and composition may change before departure due to new bookings, cancellations, amendments or other circumstances. We cannot guarantee any particular number, age range, nationality, background or composition of fellow travellers. Any information we provide about the number of bookings at a particular time is for information only and is not a guarantee of the final group size.

Will all services be exclusively for my Lumle Holidays group?
Not necessarily. Depending on the destination, number of travellers and local arrangements, included services may be provided privately, with other Lumle Holidays customers, or on a shared basis with other travellers locally. Transfers, sightseeing, excursions, safaris, boats, trains and other services may therefore sometimes be shared with travellers who are not Lumle Holidays customers.

Unless specifically stated in your confirmed arrangements, a Small Group Tour does not guarantee a particular vehicle type, private vehicle, private guide or exclusive use of every service.

What happens if only my booking is travelling?
Where you or your travelling party are the only Lumle Holidays customers booked on a particular departure, the holiday may still operate. Included arrangements may be provided privately, on a shared basis with other travellers locally, or through another appropriate operational arrangement consistent with the services included in your booking.

One of the benefits of our approach is that we do not normally cancel a scheduled departure solely because a particular minimum number of participants has not been reached.

Can I cancel or claim a refund if there are fewer travellers than I expected?
No free cancellation, refund, compensation or price reduction is available solely because there are fewer travellers on your departure than you expected. A Small Group Tour may operate with other Lumle Holidays customers, with only a few other travellers, or solely with your own travelling party.

Once your booking has been confirmed, our normal cancellation terms and applicable cancellation charges apply if you subsequently choose to cancel. A smaller group size, a change in group composition or the absence of other Lumle Holidays customers does not by itself constitute a cancellation or significant change to your holiday and does not by itself give you a right to cancel without charge, provided the contracted holiday arrangements are otherwise being provided in accordance with your booking and applicable law. This is subject always to our Booking Conditions and your applicable statutory rights.

Is my booking guaranteed with Lumle Holidays?
Our scheduled Small Group Tours do not generally rely on minimum participant numbers, so we do not normally cancel a departure solely because too few customers have booked. This provides greater certainty that your chosen departure can operate even where only a small number of customers are travelling.

However, this should not be interpreted as an absolute guarantee that a holiday can never be amended or cancelled. Circumstances unrelated to participant numbers may occasionally require arrangements to be changed or cancelled. Any such change or cancellation will be dealt with in accordance with our Booking Conditions and your applicable statutory rights.

What if travelling with other people is important to me?
Please be aware before booking that the presence of other travellers is not guaranteed. Bookings for a departure may be received at different times, sometimes many months after the first booking, and group numbers may also change before departure because of new bookings, cancellations or amendments.

Available rooming list and group information is normally provided approximately one month before departure, when bookings for the departure are more established. However, the number and composition of travellers may still change after this information has been provided and therefore cannot be guaranteed.

You should therefore make your booking on the understanding that you may ultimately travel with other Lumle Holidays customers, with only a few other travellers, or solely with your own travelling party. If you subsequently choose to cancel because the group is smaller than you expected, because the group composition has changed, or because no other Lumle Holidays customers are travelling, our normal cancellation terms and applicable cancellation charges will apply, subject always to our Booking Conditions and your applicable statutory rights.

Passports, visas and vaccinations
Before travelling, please ensure that every member of your travelling party has a valid passport and meets the passport, visa, entry and transit requirements of every country being visited or transited through. Passport validity, blank-page and other entry requirements vary by country, so please check the requirements applicable to your individual circumstances rather than relying on a general passport-validity rule.

It is each traveller’s responsibility to check whether they require a visa, electronic travel authorisation, transit visa or permit, arrival or declaration form, entry permit or any other documentation for their journey. Please allow sufficient time to obtain these before departure and ensure that any visa or travel authorisation is the correct type, valid for your travel dates, permits the required number of entries and covers all relevant destinations and transit points.

Please carefully check that the name shown on your airline ticket and other travel documents corresponds with the passport you will use for travel. If you notice any apparent discrepancy in documents provided by Lumle Holidays, please notify us promptly and before travel.

You should also check the latest official travel health guidance applicable to your destination and individual circumstances and allow sufficient time for any required or recommended vaccinations, vaccination certificates and other health precautions. If you take prescribed medication, please check whether any restrictions or documentation requirements apply in the countries you are visiting or transiting through. Lumle Holidays does not provide medical advice, so please seek advice from an appropriately qualified healthcare professional where necessary.

Check you have the essential documents for your holiday
Before leaving home, make sure you have all the documents required for your journey. Depending on your itinerary and individual circumstances, these may include your passport, visas or electronic travel authorisations, transit permissions, entry or arrival forms, airline tickets or boarding passes, travel insurance details, accommodation information, driving licence and any required health or medication documentation.

Please check all travel documents carefully as soon as you receive them, including passenger names, travel dates, flight sectors, airports and other important booking details. If you believe that anything issued or provided by Lumle Holidays is incorrect, please contact us promptly and before travelling so that we can investigate it.

We recommend keeping your important documents and emergency contact information together and easily accessible while travelling. It is also sensible to keep secure electronic or paper copies of important documents, including your passport identification page, travel insurance details and emergency contact numbers, separately from the originals.

Ensure you know your luggage allowances
Please carefully check the baggage allowance shown on your flight booking and travel documents before packing. Baggage allowances vary between airlines, routes, fares and cabin classes, and different flights within the same holiday may have different allowances.

Checked baggage is not included with every flight or holiday. Some airfares may include cabin or hand baggage only, with checked baggage available to purchase separately. Where checked baggage is included, the permitted weight and number of pieces will be shown in the applicable airline or travel documentation.

Please be particularly aware that domestic and regional flights may have lower baggage allowances than international flights. The baggage allowance applying to one flight should not be assumed to apply to other flights included in your itinerary.

Unless specifically stated as included in your confirmed holiday arrangements, any checked baggage, additional baggage, excess baggage or overweight baggage charges are payable by the traveller. Where checked baggage is not included and you wish to add it, please contact Lumle Holidays or follow the applicable airline instructions, as appropriate.

You are responsible for ensuring that your baggage complies with the applicable airline’s size, weight, quantity and restricted-item requirements. Please check the relevant airline’s latest baggage rules before departure, including restrictions relating to liquids, batteries, medicines and other prohibited or restricted items.

Make your home secure
Before travelling, take sensible precautions to secure your home. Check that doors and windows are properly locked, pause regular deliveries where appropriate and consider asking a trusted family member, friend or neighbour to check your property and collect post while you are away.

You may also wish to use appropriate security measures such as lighting timers, alarms or CCTV. Please check the terms and conditions of your own home insurance policy, particularly where your property will be unoccupied for an extended period, as requirements vary between insurers and policies.

Ensure you have appropriate travel insurance
Please ensure that you have appropriate and adequate travel insurance in place for the entire duration of your holiday. Your policy should be suitable for your individual circumstances, destination and planned activities and should provide appropriate cover for medical expenses, emergency assistance and repatriation, cancellation and other relevant risks.

Please carefully review your policy’s terms, conditions, limits and exclusions before travelling and make sure that any activities you intend to undertake are appropriately covered. You should keep your policy details and your insurer’s emergency assistance contact information readily available throughout your journey.

Don’t forget to arrange your travel money
Consider how you will access money during your holiday before departure. Depending on your destination, it may be sensible to travel with a combination of local currency, payment cards and an alternative means of payment. Card acceptance and access to ATMs can vary considerably between destinations, particularly in remote areas.

Before using a debit or credit card abroad, check with your card provider regarding foreign transaction fees, cash withdrawal charges and other overseas usage fees. For security, avoid keeping all of your cash and payment cards together and, where practical, have an alternative means of payment available.

Check your cards are ready for overseas use
Before travelling, check with your bank or card provider whether you need to notify them of your travel plans and confirm that your cards can be used in the countries you are visiting. Some providers no longer require advance travel notifications, so please follow the guidance provided by your individual bank or card issuer.

Keep your bank or card provider’s emergency contact details accessible in case your card is lost, stolen, blocked or retained while you are abroad. Where practical, travelling with more than one means of payment can provide useful additional security.

Do I need travel insurance for my Lumle holiday?

Yes. Comprehensive travel insurance is mandatory for all Lumle Holidays tours and should cover worldwide travel (or the specific region you are visiting), including cancellation, curtailment, medical expenses, hospital treatment, emergency repatriation and loss of luggage or personal belongings.

We strongly recommend arranging cover from the time you book, so that you are protected if you need to cancel before travel. You are free to choose any reputable insurer, but it is your responsibility to ensure the policy is suitable for your needs and any pre-existing medical conditions.

What happens if my flight schedule changes, is delayed, cancelled or I miss a connection?

Airlines may occasionally change flight times, routes, aircraft or schedules, or cancel or delay services for operational, safety, weather, air traffic control or other reasons. We strongly recommend checking your flight status directly with the operating airline before travelling to the airport, including approximately 24 hours before departure and again on the day of travel.

Please ensure that you arrive at the correct airport and terminal with sufficient time to complete check-in, baggage drop, security, immigration and boarding formalities. Airline check-in and boarding deadlines vary, and it remains your responsibility to arrive in sufficient time and comply with the airline’s requirements.

If your flight is delayed or cancelled by the airline, or an airline-caused disruption results in you missing a connecting flight that forms part of the same through-ticketed journey, please contact the airline or its airport representatives immediately. Depending on the circumstances, applicable law and your ticket arrangements, the airline may be required to offer re-routing, a refund, care and assistance and/or compensation.

If you still intend to continue your holiday, please do not accept or request a flight refund or independently cancel or purchase alternative flights without first considering how this may affect the remainder of your journey. Where possible, ask the airline to re-route you to your destination and contact Lumle Holidays or the local emergency contact shown in your travel documents as soon as reasonably possible so that we can assess the effect on your onward holiday arrangements.

If your flight disruption means that you will arrive late, miss a transfer, hotel check-in, sightseeing, connecting transport or another part of your itinerary, please contact the Lumle Holidays or local emergency number shown in your travel documents as soon as reasonably possible. We will provide appropriate assistance where required and, where reasonably possible, work with our local partners to adjust affected arrangements.

Please be aware that separate or self-transfer flight tickets may be treated differently from a single through-ticketed journey. Where separate tickets are involved, one airline may not be responsible for a subsequent flight that you miss because an earlier, separately ticketed flight was delayed or cancelled. Any replacement flights or associated costs will depend on the circumstances, applicable passenger rights, ticket conditions and any cover available under your travel insurance.

If you miss a flight or connection for reasons within your control, including arriving late at the airport, going to the wrong airport or terminal, failing to complete check-in, security, immigration or boarding formalities in time, or failing to hold the required passport, visa, transit authorisation, entry documentation or other required travel documents, the airline may treat you as a no-show.

Where a missed flight or connection results from circumstances for which you are responsible, any replacement flights, accommodation, transfers, meals or other arrangements and associated costs may be your responsibility. You may also lose subsequent sectors of your ticket where the airline’s fare conditions provide for this. Please contact the airline and Lumle Holidays as soon as possible rather than making assumptions about whether later flights remain valid.

Where applicable, passenger rights relating to flight delays, cancellations, denied boarding, re-routing, refunds, meals, refreshments, accommodation and compensation are determined by the law applicable to the particular flight and the circumstances of the disruption. These rights may vary according to factors including the departure and arrival countries, operating airline, length and cause of the disruption.

If you incur reasonable expenses because an airline has not provided assistance to which you believe you are entitled, please keep all receipts, airline notifications, boarding passes and other supporting documentation so that you can make an appropriate claim to the airline and/or your travel insurer.

If you experience difficulty during a package holiday, Lumle Holidays will provide appropriate assistance without undue delay where required under The Package Travel and Linked Travel Arrangements Regulations 2018. This may include providing relevant information, helping you communicate with airlines or local partners and assisting you in finding alternative travel arrangements where appropriate.

Any additional services or alternative arrangements requested or required as a result of circumstances attributable to the traveller may be subject to availability and additional cost. Any rights you may have against an airline or other transport provider, and any rights you may have under your package holiday contract, remain subject to the applicable law, our Booking Conditions and your applicable statutory rights.

Will I always stay with the same group and in the same hotels?

Our holidays often operate on a shared or small-group basis, but not every traveller will always have identical arrangements. Some guests may have upgraded room types, extended nights or slightly different hotel categories depending on their booking.

This means that, on certain nights, members of the wider group may stay at different but comparable hotels or join different excursions. This is normal and reflects the individual options chosen at the time of booking.

All services you are entitled to are listed on your own confirmation and itinerary, and our local team will ensure you receive everything booked under your file, even if other travellers have a slightly different programme.

How should I contact Lumle if I have questions before I travel?

For non-urgent, booking-related questions, the best way to reach us is by email at sales@lumle.com, quoting your invoice or booking number in the subject line. This helps us route your query to the right specialist and provide an accurate, timely response.

Our UK emergency contact number, shown in your travel documents, is reserved for urgent, time-sensitive issues while you are travelling (for example, major delays, missed services or on-the-ground problems). It should not be used for routine queries such as balance payments, minor itinerary questions or general information requests.

What are the most important things I should pack?

As well as suitable clothing, footwear and toiletries for your destination and itinerary, please make sure you travel with all essential travel documents. These may include your passport, visas or electronic travel authorisations, transit permissions, entry or arrival forms, airline tickets or boarding passes, travel insurance details and any other documentation required for the countries you are visiting or transiting through.

Please ensure that your passport meets the validity, blank-page and other requirements of every country you are visiting or transiting through. Requirements vary by destination, nationality, passport held and individual circumstances, so they should always be checked against the latest official information before travel.

If you take regular medication, make sure you have an adequate supply for the duration of your journey and keep essential medication readily accessible, preferably in your hand luggage where permitted. Medication should normally be kept in its original labelled packaging, together with any prescription, doctor’s letter or supporting documentation that may be required. Please check whether any restrictions apply to taking your medication into or through the countries on your itinerary, as rules vary between destinations.

We also recommend carrying easily accessible paper or secure digital copies of important information, including your e-tickets, accommodation details, visa or travel-authorisation approvals, travel insurance certificate and emergency contact details. Keep copies separately from the originals where practical.

Please keep your passport, essential travel documents, medication, money, payment cards and other important or valuable items with you rather than placing them in checked baggage, subject to airline security and baggage restrictions.

Before packing, please also check the baggage allowance applicable to each flight on your itinerary. Checked baggage is not included with every flight or holiday, and domestic or regional flights may have different or lower allowances than international flights. Any additional or excess baggage charges not included in your confirmed arrangements are normally payable by the traveller.

Packing requirements vary considerably depending on the destination, season and activities included in your holiday. Please review your itinerary and travel documents carefully before departure and check the latest official entry, health, security and airline baggage requirements applicable to your journey.

Who is responsible for passports, visas and entry documents?

It is each traveller’s responsibility to ensure that they meet all passport, visa, immigration, entry, exit and transit requirements applicable to their individual circumstances and itinerary. This applies to every country you visit or transit through, including countries where you are only changing aircraft and do not intend to leave the airport.

You are responsible for ensuring that your passport is valid for travel and meets the required validity and blank-page requirements, and for obtaining any necessary visa, electronic travel authorisation, transit visa or permit, entry permit, arrival or declaration form, proof of onward travel or other required documentation before departure.

Where a visa or travel authorisation is required, you must ensure that it is the correct type for your journey, valid for your travel dates, issued against the passport you will actually use for travel, and permits the required number of entries and transit arrangements. Holding a visa or travel authorisation does not itself guarantee boarding, transit or entry, as final decisions are made by the relevant airline, immigration and border authorities.

Requirements can vary according to factors including your nationality, passport held, country of residence, destination, transit route and individual circumstances, and can change at short notice. You must therefore check the latest requirements directly with the relevant official government authorities, embassies, consulates and immigration authorities applicable to your journey, including shortly before departure.

Lumle Holidays may provide general information and reasonable assistance, such as accommodation details or other supporting information where available. However, any such information or assistance is provided for general guidance only and does not replace your responsibility to verify the requirements applicable to you directly with the appropriate official authorities. Lumle Holidays does not provide immigration or legal advice and cannot guarantee that a visa, travel authorisation or other application will be approved.

Please also carefully check your airline tickets and other travel documents as soon as you receive them. You are responsible for ensuring that the passenger names and personal details correspond with the passport that will be used for travel and for notifying Lumle Holidays promptly, and before departure, if you believe there is an error or discrepancy in documents issued or provided by us.

If you fail to obtain or comply with the applicable passport, visa, immigration, entry, exit or transit requirements, you may be refused boarding, refused entry or transit, delayed, detained, required to purchase replacement travel arrangements or otherwise be unable to travel as planned.

Where this results from the traveller not meeting the applicable requirements, Lumle Holidays cannot accept responsibility for resulting costs, losses or disruption, including unused travel arrangements or additional flights, accommodation, transfers or other expenses, and no refund will normally be due for services you are unable to use as a result, subject always to our Booking Conditions and your applicable statutory rights.

We strongly recommend checking all passport, visa, entry and transit requirements again shortly before departure, even if you have previously checked them, as requirements and official guidance can change at short notice.

What are the standard hotel check-in and check-out times?

In most destinations, standard check-in is from around 15:00, and check-out is usually between 10:00 and 12:00. If you arrive very early in the morning or depart late in the evening, hotels will do their best to assist with early check-in or late check-out, but this is always subject to availability and may involve an extra charge payable locally.

If you would like guaranteed early check-in or late check-out (for example, after an overnight flight), we can often arrange this by booking an additional night at extra cost. Please let us know at the time of enquiry or booking so we can include this in your quotation.

Is city or resort tax included in my holiday price?

In some cities and resorts, a small local city or resort tax is payable directly to the hotel on check-in or check-out. Where this applies and it is not already included in your package, the amount is usually modest and is collected locally in the local currency.

Your booking confirmation or pre-departure information will mention this where relevant, but we always recommend having a little cash available to cover such local payments.

Can you arrange wheelchair assistance and is my tour suitable for limited mobility?

We can request wheelchair assistance at airports and, where possible, ground-floor or lift-accessible rooms, provided we are told about your mobility needs at the time of booking or as early as possible. However, not all hotels have full accessible facilities, and adapted rooms are always limited and subject to confirmation.

Many of our tours involve busy sightseeing days, steps, uneven surfaces and getting on and off vehicles. Local guides and drivers are not able to provide physical assistance (such as pushing wheelchairs, lifting or personal care). A suitable accompanying person is therefore required to assist you throughout if you need this level of support.

In some cases, we can arrange additional local support services if we are informed before booking, but this will be subject to availability and will incur extra costs. For some travellers with more limited mobility, a private, slower-paced itinerary may be more suitable than a shared group tour. Please tell us about any mobility concerns before you book so we can advise honestly and help you choose the most appropriate holiday.

We will always consider reasonable adjustments where we can, and where a standard group tour is not suitable we will do our best to suggest more appropriate itineraries or private arrangements (supplements may apply) to ensure your comfort and safety.

Are tips included, and how much should I tip?

Tips are not included in the holiday price. Tipping is customary in many of the destinations we visit and is an important way of showing appreciation to the local guides, drivers and other staff who help make your holiday enjoyable.

As a general guideline, we recommend budgeting approximately £5–£8 / US$7–$10 / CA$9–$14 per person, per day for your tour guide and £3–£5 / US$4–$7 / CA$5–$9 per person, per day for your driver. For specialist guides, naturalists, safari drivers and other local staff, a small additional tip is appreciated where you feel good service has been provided.

For a typical two-week holiday, we suggest allowing approximately £100–£150 / US$135–$200 / CA$185–$275 per person for tips overall. This is intended as a helpful budgeting guide rather than a compulsory charge, and you are welcome to give more or less depending on the quality of service received and the destination.

We recommend setting aside your tipping budget before you travel. Your local guide can advise on local customs where necessary, but you should never feel pressured to pay a particular amount. Tips should always reflect your personal satisfaction with the service provided.

Can I add extras such as early check-in, extra nights or private tours?

In many cases, yes. We can often arrange extra hotel nights, guaranteed early check-in or late check-out, private touring upgrades or additional activities, all subject to availability and any applicable supplements.

If you are interested in tailoring your holiday further, please contact us at sales@lumle.com, quoting your booking number and outlining what you would like to add. We will then confirm what is possible and advise you of any additional costs before making changes.

Why do you ask me to email rather than call with booking questions?

We know it can feel easier to pick up the phone, but for most post-booking queries email is actually much faster and more accurate. Our telephone team may not always have your full booking file in front of them, whereas an email to sales@lumle.com (with your invoice number in the subject) allows us to route your question straight to the right specialist. This means we can check all the details carefully and reply with clear, accurate information, usually more quickly than via phone.

Why do I need to complete the Traveller Details online form?

After booking, we ask each traveller to complete a short online details form. This gives us the exact spellings of names as per passport, key contact information, and any important notes (such as dietary needs or anniversaries). It helps us issue tickets correctly and brief our overseas partners. The form is for supplementary information only and does not change the price, contract or cancellation terms you agreed at the time of booking.

Do you check my documents and names for accuracy?

We ask you to read your confirmation email and documents carefully as soon as you receive them. Names must exactly match your passport, and travel dates, itinerary and services should all be checked. If you spot any errors, please let us know by email as soon as possible so we can try to correct them. Changes requested later may not be possible or may incur additional costs.

Can Lumle handle my seat reservations, API and special meal requests?

Most airlines now allow you to manage seat selection, Advance Passenger Information (API) and meal requests directly on their website or app once tickets are issued. We recommend using the airline’s “Manage Booking” section where possible. If you would like us to assist with seat reservations, we are usually able to help, but a service fee per person will apply in addition to any charges made by the airline for specific seats or upgrades.

Why does my standard itinerary not always show my upgrades or extras?

For simplicity, some of our standard itineraries show the core route and inclusions only. If you have added extras such as direct flights, premium cabins, extra nights or hotel upgrades, these will be clearly shown on your invoice and booking confirmation, even if they do not appear on the generic day-by-day. We will send you an updated, fully personalised itinerary reflecting all upgrades and extras approximately 14 days before departure.

Can Lumle tailor-make or upgrade my holiday?

Yes. Many of our tours can be adapted with extra nights, upgraded room types, private touring, extensions or different flight options. Some changes are best made at the time of booking; others may be added later, subject to availability and any additional cost. If you would like to personalise your holiday further, please email sales@lumle.com with your booking number and ideas, and we will let you know what is possible.

When should I use the emergency contact number?

Our 24/7 emergency number, shown in your documents, is designed for urgent, time-sensitive issues while you are travelling
– for example, serious delays affecting same-day arrangements, missed transfers, or emergencies at your destination. Routine questions about balances, seats, or minor itinerary points should be sent to sales@lumle.com instead, so we can reply in detail during office hours. Using the correct channel helps us prioritise genuine emergencies quickly.

Do I need a transit visa for connecting flights?

Some countries require a transit visa or electronic travel authorisation even if you are only changing planes and not leaving the airport (for example, the USA and Canada often require ESTA or eTA). Transit rules vary by nationality, route, ticket type and whether you need to collect and recheck your baggage.

You should always check the latest advice on the official government or embassy website, and with your airline, well before travel. Lumle Holidays cannot be responsible if you are unable to travel or miss services due to incorrect or missing visas or travel authorisations, unless we have given you incorrect information in writing.

Will my baggage be checked through on connecting flights?

On many itineraries, baggage is checked through to your final destination, but on some routes or ticket types you may need to collect and re-check your luggage at a transit airport. This is especially common when journeys involve separate tickets, certain countries’ rules, or a change between partner airlines. At check-in, always ask the airline staff to confirm whether your bags are tagged through or must be collected en route. This helps avoid missed luggage or delays.

Do I need to check in online and print my boarding passes?

Many airlines now encourage or require online check-in before you arrive at the airport, and some may charge for airport check-in. We recommend logging in to the airline’s “Manage Booking” area a few days before departure using the airline reference on your e-ticket, to check in, confirm details, choose seats where available and download or print boarding passes. Each airline’s policy is different, so please check their website for the latest rules.

How am I financially protected if something goes wrong with a supplier?

Lumle Holidays offers protection in line with UK travel regulations through our relevant financial protection schemes (for example, ATOL for qualifying flight-inclusive packages and ABTOT for specific non-flight packages, where applicable). This means that if an airline or key supplier fails and your arrangements cannot go ahead as planned, you will normally be refunded or repatriated in accordance with the applicable scheme. Full details of your protection are shown on your confirmation and in our Booking Conditions.

What should I do if I spot an error in my documents?

We book services and issue documents based on the details you provide in your online booking form. Please check all documentation carefully as soon as you receive it – including name spellings, travel dates, itinerary and services.

If you notice error in your booking, email us straight away at sales@lumle.com. We will review and correct any errors wherever possible; please note that fees may apply.

Changes requested later, may not be possible or, if they can be made, may incur higher additional fees. Promptly checking your documents and contacting us early gives us the best chance to help with minimal cost and disruption.

Do I need any vaccinations or special health preparations?

Health and vaccination requirements and recommendations vary by destination and can change. You should check the latest official travel-health guidance and speak to your GP, travel health clinic or other appropriately qualified healthcare professional before booking, particularly if you have an existing medical condition, take regular medication, are pregnant, are older, or have any reason why a recommended vaccination or other health precaution may not be suitable for you.

Some destinations or regions may recommend or require particular vaccinations, vaccination certificates, health declarations or other health documentation. Requirements may also depend on your nationality, age, medical circumstances, travel history, countries recently visited or transited through, and the specific areas included in your itinerary.

You should therefore check the latest requirements directly with the relevant destination country’s official government, embassy, consulate, immigration or health authority before booking and again before travelling. Requirements and recommendations can change between the date you book and your departure date.

If you are unable to receive a recommended or required vaccination for medical reasons, you should seek advice from an appropriately qualified healthcare professional before booking and check with the relevant authorities whether you will be permitted to undertake your intended journey and whether any medical exemption, vaccination waiver or supporting documentation is required.

Lumle Holidays is not medically qualified and cannot advise whether a vaccination or other medical precaution is suitable for you, or whether it is medically appropriate for you personally to travel without a recommended vaccination. It is each traveller’s responsibility to obtain appropriate professional medical advice and to ensure, before booking and again before travelling, that they meet the applicable health and entry requirements for their journey.

How busy are the days on tour and how much walking is involved?

Many of our itineraries include full days of sightseeing with a mix of coach travel, walking around sites, and some free time. You should expect uneven surfaces, steps, and occasional early starts, especially where we aim to avoid the heat or crowds. If you are concerned about fitness or stamina, please tell us before booking so we can advise which tours are more relaxed and which are more demanding. In some cases, a private or slower-paced option may be more suitable than a shared group tour.

Is it safe to travel, and where can I check official advice?

Your safety is very important to us. We monitor destinations through our local partners and encourage all travellers to read the latest official travel advice from their own government (for UK travellers, this is the FCDO website) before booking and again before departure. These advisories provide up-to-date information on safety, health, entry rules and any areas to avoid. It is your responsibility to be comfortable with the risks of travel to your chosen destination and to follow local guidance while away.

How much cash should I take, and can I use cards locally?

We recommend travelling with a debit or credit card that works abroad and a modest amount of local currency for small purchases, tips and local taxes where applicable. In many cities, cards are widely accepted in hotels, restaurants and larger shops, but smaller or more rural places may still prefer cash. ATMs are available in most major towns, though limits and fees vary by bank. It is sensible not to rely on one single payment method and to notify your bank that you will be using your card overseas.

What happens when I arrive at the airport – how do I find my transfer?

Upon arrival, you should proceed through Immigration, collect your checked baggage and clear Customs. Our representative or driver will normally be waiting just outside the arrivals hall, holding a sign with your name or the Lumle Holidays logo as stated in your documents.

Airport Arrival Procedure: If you cannot immediately locate our representative, please wait in the designated meeting area for a short time and then call the local emergency number provided in your travel documents. Do not leave the arrivals area or airport without making contact, as this makes it much harder for our local team to assist and may affect your included transfer.

Should I pre-book optional excursions or wait until I arrive?

Some popular activities and excursions have limited spaces, so if there is something that is especially important to you, it is usually best to pre-book before you travel. Other experiences can often be arranged locally with your guide or representative, subject to availability and local payment terms. If you already know which extras you are interested in, please let us know in advance so we can confirm prices, suitability and availability for your specific dates.

What should I do before my return flight, and what if my transfer does not turn up?

For your homebound journey, we kindly ask all customers to check their return flight time directly on the airline’s website or app in the 24 hours before departure, as schedules can change. You should also reconfirm your pick-up time with the driver or our local office using the contact details provided in your travel documents.

If your transfer is significantly late or does not arrive, you must contact the local office or emergency number immediately. If there is no timely solution and you risk missing your flight, please take a taxi to the airport and keep the receipt. On your return, email Lumle with the details and receipt, and we will review and reimburse reasonable transfer costs where the fault lies with our local supplier.

If you do not take reasonable steps to protect your travel (for example, by failing to check your flight time, failing to contact the local office/emergency number, or choosing not to make your own way to the airport when it is clearly necessary) and you subsequently miss your flight, Lumle Holidays cannot be held liable for the cost of a new ticket. In such cases, you will need to purchase a replacement flight directly with the airline or your insurer. This does not affect your statutory rights.

Do you provide medical advice about things like DVT?

No. Lumle Holidays is a travel company and is not medically qualified to provide individual medical advice about DVT, vaccinations, medication, medical conditions, fitness to travel or other health matters.

If you have any concerns about your health or whether you are medically fit to undertake a particular holiday, flight, activity or journey, you should seek advice from your GP, travel health clinic or other appropriately qualified healthcare professional before booking. You should also seek further advice before travelling if your health or circumstances change after booking.

You should ensure that you have appropriate and adequate travel insurance for your individual circumstances and disclose any relevant medical information to your insurer as required by your policy.

For destination-specific vaccination and health requirements, please also see our “Do I need any vaccinations or special health preparations?” FAQ.

Where can I read your full booking conditions?

Our holidays are booked subject to Lumle Holidays’ Booking Conditions, which set out in detail what is included, your rights, our responsibilities, and how changes or cancellations are handled. You should read these carefully before booking. The latest version is always available on our website and can also be sent to you by email on request.

Where do I find what customers say about Lumle?

Lumle prides itself on excellent customer service. Visit https://uk.trustpilot.com/review/www.lumle.com to read independent reviews and see what customers say about travelling with us.

What are the cancellation or modification terms for my booking?

Your booking is governed by our Booking Terms and Conditions, which set out the rules for cancellation, amendments and any associated charges. For full details, please visit https://www.lumle.com/terms-conditions/

Can I change the name on my booking?

In general, name changes and transfers to another person are not usually permitted once a booking has been confirmed. In limited circumstances, and subject to airline and supplier rules, it may be possible to transfer your booking to another traveller who meets all the necessary conditions, in line with The Package Travel and Linked Travel Arrangements Regulations 2018.

Any such change would be subject to our amendment fees and any additional costs charged by airlines and other suppliers. For full details and any exceptions that may apply, please refer to our Booking Terms and Conditions.

Can I change the date of my booking?

It depends. In some cases a date change may be possible, in others it may not. Where amendments are permitted, an amendment fee of £350 per booking will apply, plus any fare difference and the new tour price. All changes are strictly subject to availability at the time of request. For full details, please refer to our Booking Terms and Conditions.

Will the hotels and itinerary be exactly as published?

Hotels published on your itinerary are subject to availability. Where a listed hotel is not available, we will book an alternative of the same category (or higher) wherever possible. Similarly, while in most cases the itinerary remains as advertised, it is subject to change if operational, safety or supplier reasons require it. Any significant changes will be communicated to you as soon as reasonably possible.

What is my baggage allowance?

Your baggage allowance is as shown on your e-ticket and is set by the airline for your specific fare. Any excess, oversize or overweight baggage fees are payable directly to the airline at check-in or via their website/app, and are not included in your Lumle holiday price.

Have entry and visa requirements changed?

Yes. Entry requirements are evolving and many countries now use digital entry forms (for example, e-arrival or embarkation forms) which are often required within 72 hours before travel. Visa and entry rules may change at short notice, so it is essential that you check the relevant government or border authority website for the latest information and complete all required forms in time. Failure to do so may result in denied boarding, airport delays or additional costs, for which Lumle cannot be held responsible.

Why might my tour differ from other travellers’ itineraries?

Tour variations are possible. Your itinerary may differ slightly from that of other group members (where applicable). Excursions and activities can vary depending on the exact tour, duration and options you have booked. Always refer to the confirmed itinerary on your travel documents as this is the version that applies to your holiday.

Are flights included in my Lumle Holidays package?

By default, all Lumle Holidays packages include return economy class flights from the advertised departure airport, typically with one stop and 1–6 hours’ layover on the route. Where available, we can also offer direct flights, Premium Economy or Business Class upgrades at an additional cost. Upgrade options and prices vary by airline, route and travel date, and will be confirmed at the time of quotation or booking. Please note that airlines, routings, flight times and connection times are subject to airline schedules and operational changes and cannot be guaranteed.

What are the group rules on Lumle small group tours?

When you join a Lumle small group tour, you are expected to follow a few simple group rules so that everyone can enjoy a safe and pleasant holiday. This includes arriving at meeting points on time, listening carefully to instructions from your local guide, representative, driver or other relevant service provider, and respecting fellow travellers and local communities at all times.

Key expectations include: being punctual for departures, excursions and meal times; keeping noise to a reasonable level, especially early in the morning and late at night; following safety guidance from local guides, representatives, drivers and other relevant service providers (for example, staying with the group, using crossings where possible and following local rules); and dressing and behaving in a way that respects local customs, religious sites and cultural norms.

You should also take care not to disrupt the experience for others – for example by avoiding strong disagreements in public spaces, keeping phone use discreet during briefings, and not delaying the group with frequent unscheduled stops. If you have any mobility, health or dietary needs, please inform us in advance so that we can pass relevant information to our local partners and, where reasonably possible, assist with the arrangements without adversely affecting the wider group.

Persistent failure to follow reasonable group rules, local laws, safety requirements or reasonable instructions from a local guide, representative, driver or other relevant service provider, or behaviour which significantly disrupts the enjoyment or safety of others, may result in appropriate action being taken in accordance with our Booking Conditions and applicable law.

Why is my booking under a group name and not my own?

If you are booked on one of our small group tours, most services for your holiday (such as hotels, transfers and excursions) are reserved under a group block rather than in your individual name. Your flight tickets will still be in your own name, but local ground services are usually held under the group name shown in your travel documents.

When you check in for hotels or meet local providers on a small group tour, please give the group name first (for example “Lumle Holidays – [Tour Name/Group Name]”) rather than your personal name. This helps the staff find your reservation quickly and avoids delays or confusion at check-in.

For private tours, services such as hotels and transfers are normally booked directly in your name, so in those cases you should present your own name and passport as shown on your confirmation.

What types of holidays does Lumle Holidays offer?

Lumle Holidays offers a wide range of tailor-made and small group holidays to suit different interests and travel styles. These include private tours, luxury holidays, cruise holidays, bird watching holidays, cultural holidays, family holidays, wildlife holidays, honeymoon holidays, trekking holidays and safari holidays. For more details and ideas, please visit: https://www.lumle.com/activity-experiences/

What legal protection do I have when I book a Lumle package holiday?

When you book a package holiday with Lumle Holidays, your trip is protected under The Package Travel and Linked Travel Arrangements Regulations 2018.

We comply fully with these regulations, which set out your key rights as a package holiday customer – including how your money is protected, what happens if we need to make significant changes, and the assistance you are entitled to if something goes wrong while you are away.

Our full Booking Conditions explain how these regulations apply to your holiday with us, and operate alongside our ATOL and ABTOT financial protection arrangements.

What should I check before I travel?

Before travelling, it is essential that every person on your booking checks their passport, visa, immigration, entry, transit, health and travel insurance requirements and has all necessary documentation in place. Requirements can vary according to nationality, passport held, country of residence, destination, transit arrangements and individual circumstances, and they can change at short notice.

Passport & Travel Documents

You are responsible for ensuring that your passport is valid for travel and meets the validity, blank-page and any other passport requirements of every country you will be visiting or transiting through.

You must also carefully check all travel documents provided to you, including passenger names, dates of birth where shown, travel dates, flight sectors, airports and other booking details. Passenger names on airline tickets and other travel documents must correspond with the passport being used for travel. If you identify or believe there may be any discrepancy in documents issued or provided by Lumle Holidays, you must notify us promptly and before travel so that the matter can be investigated and, where possible, corrected.

Visas, Entry & Transit Requirements

It is each traveller’s responsibility to determine and obtain the correct passport, visa, electronic travel authorisation, entry permit, transit visa or permit, arrival or declaration form, customs or health declaration, proof of onward travel and any other documentation required for their journey.

This includes ensuring that any visa or travel authorisation obtained is the correct type, is valid for the required travel dates, permits the required number of entries, is valid for the passport being used and covers every destination and transit point included in your journey.

You must check the requirements of every country you are visiting or transiting through, even where you do not intend to leave the airport. Transit requirements can differ from the entry requirements of your final destination.

Holding a visa, electronic travel authorisation or other documentation does not guarantee admission to a country. Final decisions regarding boarding, entry and transit are made by the relevant airline, immigration, border and other competent authorities.

Health, Vaccinations & Medication

You are responsible for checking the latest official travel health guidance applicable to your destination and individual circumstances and for allowing sufficient time to obtain any required or recommended vaccinations, vaccination certificates or other health documentation.

If you take prescribed medication, please ensure that you have an adequate supply for your journey and check whether the medication is permitted in every country you will visit or transit through and whether prescriptions, doctors’ letters, permits or other documentation are required.

Lumle Holidays does not provide medical advice. Questions concerning vaccinations, medication, fitness to travel or other medical matters should be referred to an appropriately qualified healthcare professional and, where relevant, the appropriate authorities of the country concerned.

Travel Insurance

You should have appropriate and adequate travel insurance in place for the entire duration of your holiday. Your policy should be suitable for your individual circumstances, destination and planned activities and provide appropriate cover for medical expenses, emergency assistance and repatriation, cancellation and other relevant risks.

Please read your policy’s terms, conditions, limits and exclusions carefully before travelling and keep your insurer’s emergency contact details readily available throughout your journey.

Where should I check the latest official information?

You should check the latest official information applicable to your individual circumstances and every country you are visiting or transiting through:

• United Kingdom travellers: FCDO Foreign Travel Advice
• United States travellers: U.S. Department of State – International Travel
• Canadian travellers: Government of Canada – Travel Advice and Advisories
• UK travel health information: TravelHealthPro

Travellers from the United States, Canada and other countries should also consult the official travel health information provided by their own national authorities. If you hold a passport issued by another country, have dual nationality, hold more than one passport, or your nationality or residency circumstances differ, you should check directly with the relevant embassy, consulate, immigration authority or other competent government authority.

IMPORTANT – YOUR RESPONSIBILITY

Lumle Holidays does not provide immigration, passport, visa, entry, transit, vaccination, medication or medical advice. Any general information or links we provide are intended to assist you in finding appropriate information and should not be treated as confirmation that you meet the requirements applicable to your individual circumstances.

It is each traveller’s responsibility to check, obtain, hold and comply with all passport, visa, immigration, entry, exit, transit, health, vaccination and other documentation requirements applicable to their individual circumstances and itinerary and to ensure that all such documentation remains correct and valid for the journey.

Where Lumle Holidays or one of our representatives provides general information concerning passport, visa, entry, transit or health requirements, you must still verify the requirements applicable to you with the relevant official authority. Requirements can change and may differ according to nationality, passport, residence, route, transit arrangements and personal circumstances.

If you are unable to travel, are refused boarding, are refused entry to or exit from a country, are refused transit, are detained or delayed, or incur additional costs or losses because you have failed to obtain, carry or comply with the correct and valid passport, visa, travel authorisation, entry or transit permission, health documentation or other documentation required for your journey, Lumle Holidays will not be responsible for those consequences to the extent that the circumstances were not caused by a failure by Lumle Holidays to perform its obligations to you.

This may include, where applicable, additional flights or other transportation, accommodation, meals, transfers, visa or immigration costs, fines, penalties, missed services and other expenses resulting from your failure to meet the applicable requirements. Any unused travel arrangements may also be non-refundable in accordance with the applicable booking conditions and supplier terms.

Checking Documents Provided by Lumle Holidays

You must carefully review travel documents provided by Lumle Holidays as soon as you receive them and notify us promptly of any apparent error or discrepancy, including an incorrect passenger name, travel date, flight sector or other booking detail. Please do not wait until check-in or arrival at the airport to raise an issue that could reasonably have been identified earlier.

Nothing in this guidance excludes or limits any responsibility that Lumle Holidays has to you under applicable law, including where an error or failure is attributable to Lumle Holidays. Your statutory rights are not affected.

Please Check Again Before You Travel

Requirements and official advice can change at short notice. Even if you have previously checked your requirements, we strongly recommend checking the relevant official government, immigration and travel health information again 48–72 hours before departure and, where appropriate, immediately before travelling.

Please ensure that every member of your travelling party has the correct and valid documentation and has completed all required pre-arrival or transit formalities before leaving home.

How much do I need to pay and when is my balance due?

Unless stated otherwise on your quote or booking confirmation, a 60% deposit is payable at the time of booking. The remaining 40% balance is due 12 weeks (3 months) before your departure date.

If you book a holiday within 12 weeks of departure, the full cost of the holiday is payable at the time of booking.

Full details of payment schedules, deposits and balances are set out in your Booking Confirmation and in our Booking Terms and Conditions, which take precedence if there is any difference.

How can I book my holiday and will the price change during the process?

You can book your holiday online via our website. Our online booking form is designed to be straightforward and only asks for the key details needed to secure your holiday. After you book, we will send you a short online form to collect any supplementary information (such as passport details or special requests), which we will then add to your file.

If you prefer, you can also book by telephone by calling us on 0203 006 2722. Our team will talk you through the options and then email you a sales contract/booking summary to review and agree before you make your deposit payment.

Please note that all prices are subject to change and availability until your booking is confirmed and your deposit has been received. If there is a price increase before we process your payment and issue your confirmation, the new price will apply. For this reason, we recommend booking online where possible, as this usually allows your booking to be completed without delay and helps secure the price shown at the time you start the online booking, subject to availability and our Booking Terms and Conditions.

How early should I arrive at the airport?

You are responsible for arriving at the correct airport and terminal with sufficient time to complete check-in, baggage drop, security, immigration and boarding formalities before the applicable deadlines.

As a general guide, we recommend arriving at least 3 hours before an international flight and at least 2 hours before a domestic flight. However, this is general guidance only. Some airlines, airports, destinations or travel periods may require you to arrive earlier, so you should always follow the latest instructions and check-in, baggage-drop and boarding deadlines provided by your airline or airport.

Please allow additional time during busy travel periods, major events, adverse weather, airport disruption or where additional security, immigration, visa or document checks may be required. Travelling with checked baggage, requiring special assistance or travelling as part of a larger party may also require additional time.

Before leaving for the airport, please check your flight status, departure airport, terminal and scheduled departure time directly with the operating airline. Flight times and terminals can change, including at short notice.

Please remember that the flight departure time is not the check-in or boarding deadline. Check-in, baggage-drop and boarding gates normally close before the scheduled departure time, and airlines may refuse travel if you arrive after their applicable deadline even if the aircraft has not yet departed.

If you miss your flight because you arrive late, travel to the wrong airport or terminal, fail to complete check-in, baggage drop, security, immigration or boarding formalities in time, or do not have the required passport, visa, transit authorisation, entry documentation or other required travel documents, you may be treated as a no-show by the airline.

Where a missed flight results from circumstances for which you are responsible, any replacement flights, accommodation, transfers, meals or other arrangements and associated costs may be your responsibility. Missing one flight may also affect or result in the cancellation of subsequent sectors on the same ticket, depending on the airline’s fare conditions.

If you believe you may miss, or have already missed, your flight, please contact the airline immediately and inform Lumle Holidays or the local emergency contact shown in your travel documents as soon as reasonably possible. Please do not assume that later flights, transfers, accommodation or other holiday arrangements will automatically remain valid.

If you experience difficulty during a package holiday, Lumle Holidays will provide appropriate assistance without undue delay where required under The Package Travel and Linked Travel Arrangements Regulations 2018. Where the difficulty has been caused intentionally by the traveller or through the traveller’s negligence, we may charge a reasonable fee for providing such assistance, limited to the actual costs incurred by us, where permitted by applicable law.

Any replacement flights, accommodation, transfers, meals or other additional travel arrangements required as a result of circumstances attributable to the traveller may be at the traveller’s expense, subject always to our Booking Conditions and applicable statutory rights.

What happens if I miss my flight or scheduled departure?

If you miss a flight, train, transfer, cruise, ferry, excursion or other scheduled departure, please contact the relevant airline or transport provider immediately and inform Lumle Holidays or the local emergency contact shown in your travel documents as soon as reasonably possible. The sooner we are informed, the better the opportunity may be to assist with your onward arrangements.

If you miss a flight or other scheduled service for a reason within your control or otherwise attributable to you, including arriving late, travelling to the wrong airport or terminal, failing to complete check-in, baggage drop, security, immigration or boarding formalities in time, oversleeping, or failing to hold the required passport, visa, transit authorisation, entry documentation or other required travel documents, you may be treated as a no-show by the relevant service provider.

Where you miss a scheduled departure for reasons within your control or otherwise attributable to you, the cost of replacement flights, tickets, accommodation, transfers, meals, taxis or other arrangements required to enable you to continue or rejoin your holiday will normally be your responsibility, subject to the applicable supplier terms, our Booking Conditions, any cover available under your travel insurance and your applicable statutory rights.

Please be aware that missing one flight may also affect later flights on the same ticket or booking. Depending on the airline’s fare conditions, subsequent sectors, including a return flight, may be cancelled if an earlier sector is not used. You should therefore contact the airline immediately and should not assume that your remaining flights are still confirmed.

If you miss the start of your holiday but are able to travel later, please contact Lumle Holidays as soon as possible. Where reasonably possible, we will assist you in identifying how you may rejoin the itinerary. Any replacement flights, transport, transfers, accommodation, tickets or other arrangements required to rejoin the holiday may be subject to availability and additional cost.

If you miss an included sightseeing tour, excursion, transfer, train, boat, safari or other service during your holiday because you are late, absent or otherwise unable to attend at the scheduled time for reasons within your control or otherwise attributable to you, the service may depart without you. Please make sure that you understand and follow the meeting times and locations provided in your travel documents or by your local guide, representative, driver or other relevant service provider.

Where an included service is missed for reasons within your control or otherwise attributable to you, no refund or price reduction will normally be available for the unused service. Any alternative or replacement arrangements requested may be subject to availability and additional cost, subject always to our Booking Conditions and your applicable statutory rights.

If the missed departure results instead from an airline cancellation, airline delay or other disruption not attributable to you, different rights and responsibilities may apply. Please contact the airline or relevant transport provider and Lumle Holidays promptly. Depending on the circumstances and applicable law, you may have rights to re-routing, care, assistance, a refund and/or compensation.

If you still intend to continue your holiday following airline disruption, please do not accept a flight refund or independently cancel or purchase replacement travel without first considering how this may affect the remainder of your journey. Where reasonably possible, contact Lumle Holidays before making alternative arrangements so that we can assess the effect on your package holiday and onward arrangements.

If you experience difficulty during a package holiday, Lumle Holidays will provide appropriate assistance without undue delay where required under The Package Travel and Linked Travel Arrangements Regulations 2018. Where the difficulty has been caused intentionally by the traveller or through the traveller’s negligence, we may charge a reasonable fee for providing such assistance, limited to the actual costs incurred by us, where permitted by applicable law.

We strongly recommend having appropriate and adequate travel insurance covering missed departures and other travel disruption where available and applicable to your circumstances. Please retain receipts, tickets, airline or supplier notifications and other supporting documentation for any additional expenses in case you need to make a claim.

Can I add an extension to my holiday after I have booked?

Many of our holidays offer carefully curated pre-tour or post-tour extensions. We strongly recommend booking any extension at the time of your original holiday booking, particularly where the extension changes your travel dates or flight arrangements.

Requests to add or amend an extension after your booking has been confirmed are subject to availability and cannot be guaranteed. Depending on the arrangements already booked or ticketed, changes may result in additional costs, including supplier charges, amendment fees, airline change fees, fare differences and, in some cases, the cost of purchasing entirely new flights where existing tickets cannot be changed or reused. These costs can be significantly higher once flights have been issued.

This is different from adding an optional day or half-day excursion that does not require changes to your confirmed travel dates, flights or other existing arrangements.

If you are considering extending your holiday, we therefore recommend selecting the extension during the original booking process or contacting us before confirming your booking.

Can I add pre-tour or post-tour nights to my holiday after I have booked?

Where available, additional pre-tour or post-tour nights can often be added to your holiday. We strongly recommend booking any additional nights at the time of your original holiday booking, particularly where they change your travel dates or require different flight arrangements.

Requests to add pre-tour or post-tour nights after your booking has been confirmed are subject to availability and cannot be guaranteed. Depending on the arrangements already booked or ticketed, adding extra nights may result in additional costs beyond the accommodation itself, including transfers, supplier charges, amendment fees, airline change fees, fare differences and, in some cases, the cost of purchasing entirely new flights where existing tickets cannot be changed or reused. These costs can be significantly higher once flights have been issued.

Please also note that adding pre-tour or post-tour nights may require changes to other parts of your confirmed arrangements. Any revised services, flight schedules and associated costs will therefore be subject to availability and confirmation at the time of your request.

If you are considering arriving earlier or staying longer, we recommend selecting the available pre-tour or post-tour nights during the original booking process or contacting us before confirming your booking.

Are optional extras and extensions selected with my booking guaranteed?

All optional extras, excursions, pre-tour or post-tour extensions and additional services selected with your holiday are subject to availability and confirmation. Some options may not be available on every departure, may not be applicable to your particular tour or itinerary, or may not be possible to accommodate within the timings and arrangements of the holiday you have booked.

Where a selected optional extra or extension cannot be provided as requested, we will let you know and, where possible, offer a suitable alternative or the best available option for your consideration. Any alternative will be subject to availability and may differ from the service originally selected.

If the selected optional extra or extension cannot be provided and no suitable alternative is available or accepted by you, we will refund the amount you paid to Lumle Holidays for that particular optional extra or extension. The remainder of your holiday booking will continue as confirmed unless we advise you otherwise.

We therefore recommend reviewing the optional extras and extensions offered for your particular itinerary carefully. Where there is any uncertainty about whether an option is suitable for your tour, please contact us before booking and we will be happy to assist.

When is my balance due, and will I receive reminders?

Your balance due date is clearly shown on your invoice and booking confirmation. As a general rule, balances are due several weeks before departure so that we can pay our airlines and local partners on time. Please note that we do not send separate balance reminders, and it is the traveller’s responsibility to ensure payment reaches us by the due date.

If your balance is paid late, a £50 administration fee will apply. If payment is not received on time, our suppliers may cancel your booking in line with our Booking Conditions. Where a balance is overdue by more than 2 weeks, your holiday may be cancelled and normal cancellation charges will apply.

Balance payments can be made by major credit cards, debit cards and bank transfer. Card payment is only available if the balance is paid on or before the due date; in this case, please email us to request a secure payment link. For overdue balances, settlement can only be made by bank transfer. Our bank details are shown on page 2 of your invoice.

How do I make a complaint or share feedback about my holiday?

If something isn’t right while you are away, please raise it locally straight away – with our local representative, your guide, the hotel, or by using the 24/7 emergency contact number shown on your travel documents – so we have a fair opportunity to put things right at the time. Most issues can be resolved quickly on the spot.

If you would like to send formal feedback or make a complaint after you return, please email csfeedback@lumle.com within 28 days of getting home, including your invoice number and a clear summary of what happened.

If you are still unhappy after you return home, you can follow our Customer Complaints Procedure, which explains how to contact us, how we will handle your complaint and how your case can be escalated if you remain dissatisfied. Full details are available here: https://www.lumle.com/customer-complaints-procedure/

When will I receive my flight tickets and final travel documents?

Your holiday is confirmed once you receive your booking confirmation and invoice. We will normally arrange and share your provisional flight details approximately three to five months before departure. In some cases, flights may be arranged or advised within a shorter timeframe, depending on the airline, destination, availability and operational requirements.

Please note that airlines, routings, flight numbers and departure and arrival times are subject to airline schedules and operational changes and cannot be guaranteed.

Your final e-tickets and joining instructions are normally emailed approximately two to four weeks before departure, although the timing may vary depending on the holiday and when final travel documents are available. These will include your flight e-tickets, key meeting information, local emergency contact details and any relevant last-minute updates.

For some services, such as domestic flights, trains or coaches, tickets may be issued closer to departure or provided locally by our representative.

What should I do if I cannot access my airline booking or the airline website does not recognise my booking reference?

If you are unable to access your booking through the airline’s website or Manage Booking facility, please first check that you are entering the airline booking reference (PNR) and passenger name exactly as shown on your e-ticket or flight documentation. Airline systems can be sensitive to differences in spelling, spacing or characters, so we recommend copying and pasting the details where possible rather than typing them manually.

We strongly recommend that you check your flight booking directly with the airline at least 24 hours before each flight, including any internal, onward or return flights during your holiday. Where online check-in is available, you should also complete this within the airline’s permitted check-in period and check the latest flight times, terminal information and any schedule changes.

If the airline’s website still does not recognise your booking, this does not necessarily mean that there is a problem with your ticket, as some airline systems may have restrictions on accessing bookings made through tour operators or trade booking systems. You should contact the airline directly for assistance where possible.

If you are unable to resolve the issue online before departure, please do not miss your flight while waiting for an email response. You should proceed to the airport in sufficient time with your passport, e-ticket and flight documentation and speak to the airline’s check-in or customer service desk. The airline will be able to check your booking details and advise you on the appropriate next steps.

When travelling overseas, please remember that there may be a time difference between your destination and our UK office. For this reason, particularly where your flight is departing within the next few hours, contacting the airline or speaking to its airport staff may provide the quickest assistance. You should always keep your passport and flight documentation readily accessible throughout your journey.