Frequently asked questions
Whether this is your first singles holiday or you have travelled solo before, it is understandable that you might have questions about different aspects before deciding to book with One Traveller. We have produced a list of the most commonly asked questions, to help with your research into the singles holidays, travel world. If you can't find your answer here, please do not hesitate to give us a call.
Answer: Our fully escorted holidays are tailored for people who choose, for whatever reason, to travel by themselves in the company of like-minded individuals. This does not mean that you need to be single to join our holidays; many people choose to travel alone without their spouse/partner.
Answer: As travelling on your own can be daunting, especially the first time, we arrange for you to meet your Tour Manager or a One Traveller representative even before you check-in at the UK departure airport. Your Tour Manager will (in most cases) travel with you. From the moment you arrive at the airport, you are not alone as one of the One Traveller team will be with you to assist at the airport up until security where all you need do is board your flight and await your warm welcome from your Tour Manager. Of course in most cases your Tour Manager will be flying with you as well.
Answer: On our holidays with flights before midday, we offer a hosted Pre-Holiday Get-Together. This allows you to make a leisurely journey to the airport the day before and is an opportunity to meet your fellow travellers the night before your travel. Enjoy a welcome drink, three-course evening meal, breakfast the following morning and private transfer to the terminal. We also have specially negotiated parking rates for One Traveller guests taking part in this. To learn more about our pre-holiday get-togethers visit our pre-holiday get-together information page here.
Answer: Ladies usually outnumber men on our holidays. In a typical group of 25 people, one third will be men.
Answer: One Traveller will usually operate a tour with a minimum of 10 people. Group size is typically between 18 to 25 people, plus your Tour Manager. Just a few of our holidays operate on group sizes up to a maximum of 30 people.
Answer: For whatever reason you wish to travel by yourself, One Traveller can help you take that first step. Even if you are a seasoned solo traveller, we know that there may be butterflies in your stomach before travelling. One Traveller will take care of everything for you. All you have to do is pack your suitcase and get yourself to the airport.
Your holiday is fully escorted by a One Traveller Tour Manager who will be with you throughout. It is their job to take care of all the travel arrangements. They will make sure you are in the right place at the right time and that you are familiar with all the customs of your place of visit. Your Tour Manager is there to make sure that you are happy and that all your needs are taken care of.
Answer: You don't have to spend time alone, unless you choose to. There will always be like-minded company close at hand and something different is always planned each day. If you would like to do something or see somewhere not included in the organised tour, our Tour Managers are happy to share their local knowledge to help make this possible, where time allows.
Answer: One Traveller holiday destinations cater for the mature single traveller. The age group tends to be 50-plus, with most of our travellers in their 50s, 60s and 70s, as well as fairly fit, young-at-heart octogenarians. Amongst our regular guests, we have travellers of all ages. Our aim is for all guests to have a lot of fun and good conversations with their fellow One Travellers, regardless of age. Everybody will have chosen to visit the same destination, so will have a similar mind-set of seeing the sights and attractions that their holiday has to offer, while enjoying good company.
Answer: Whilst our holidays are not physically demanding a certain amount of walking and negotiating of steps will be required on each holiday. The One Traveller brochure divides our holidays into categories with our 'Scenic Beauty' and 'Relaxed Itinerary' sections being the most gentle. Many city centres are pedestrianized and historical sites and scenic spots have specific areas where people can be dropped off therefore meaning a walk is required from the coach to get into the centre with no other means of transportation available. To learn more about our mobility guidelines page click here.
Answer: Our holidays are not physically demanding, but you do need to be capable of a certain amount of unassisted walking to enable you and your fellow travellers to enjoy the holiday to the maximum.
As a general rule if you can walk one mile and climb two flights of stairs (normal household equivalent), unassisted at a normal pace then you should be able to manage most of the day to day itineraries of our holidays.
Our Tour Managers will help to a certain extent but do bear in mind they are there for the whole group. There may be uneven footpaths to negotiate as well as steps.
On some days, you will notice a foot symbol, which show you at a glance which excursions require a more moderate amount of walking and steps and may be considerably more than the above requirements.
For those considering our UK, European or cruise holidays where the symbol applies, you may wish to take the opportunity on those occasions to remain at the hotel where you can relax and enjoy the surrounding facilities.
If you are considering a long-haul holiday, the nature of the holiday means that you are likely to be moving about more, and we advise you to think about how to adjust to being in a different time zone, and differences in climate.
In general, for safety reasons, we require that all guests are able to cope reasonably with the demands of the holiday arrangements without assistance from our Tour Manager or your fellow travellers. Please make sure that you have fully understood the level of activity and ability required to complete the holiday on which you are booking. If unsure, contact our team for advice. To learn more about our mobility guidelines page click here.
Answer: Our Tour Managers are there to arrange all holiday logistics, ensure all arrangements are in place and be of assistance to all guests on the holiday, therefore there is only a limited amount of time that they can devote to any particular individual without neglecting other guests and being able to perform all their duties to a satisfactory level. Should you require further advice on whether any holiday is right for you please contact our team to discuss this further. Also refer to our booking conditions (section 15.3) for advice on requirements for guests with reduced mobility.
Answer: Of course! Sometimes it helps to know there will be a familiar face, whether a relative or a friend. You will both have the freedom and privacy of your own room like all the other guests on the holiday. Whether you travel with a friend or not, you will soon meet your travelling companions and be made to feel at ease. Most of our travellers travel by themselves (or sometimes with a friend they met on a previous holiday). Before you travel we create a page on our Forum for your holiday where you can already start to get to know your travelling companions and ask questions.
Answer: Not at all. Our purpose is to take small groups of single travellers away on their holidays to enjoy a shared destination together. Our fully escorted holidays are tailored for people who choose, for whatever reason, to travel by themselves in the company of like-minded individuals. This does not mean that you need to be single to join our tours; many people choose to travel alone without their spouse/partner.
Answer: You don't have to be outgoing or adventurous to go on our holidays. The advantage of travelling with One Traveller is that you can just relax and be yourself. The Tour Manager will always be at hand. They are chosen for their experience and knowledge of the area, and can assist if you have something you wish to do or somewhere you want to explore outside of the itinerary.
If you are a little apprehensive about travelling by yourself, call us for a chat and we will talk you through it. After all, holidays are about having fun.
Let One Traveller take care of all the details so you can enjoy a stress-free travel experience safe in the knowledge that you will not miss any of the highlights.
Answer: If you don't know whether a One Traveller holiday is for you, why not give us a call to talk it through? We are a family-run company and everyone who answers our phones is very experienced in answering single travellers' requests.
You'll speak directly to the people who put the holidays together and in some cases operate them as Tour Managers. You'll get a more personal service and access to greater in-depth knowledge than you might receive with a larger company.
We are not there just to take holiday bookings; we understand that there are questions you want answering before you book. Don't forget to check out what previous passengers have said about our holidays by looking at our testimonials section and also sign up to our Forum where you can read what other people have been asking us.
Answer: Absolutely! As we are a singles specialist we have a couple of features of the holiday which are designed to get people to mingle, particularly for the first few days: At every evening meal you sit with people from the group that you have not sat with before; to facilitate this at meal times we have developed our own unique system (exclusive to One Traveller). We also have a Forum on our website where you can start to meet your fellow travellers.
Answer: Some of our travellers like a few extra days to enjoy the destination or to combine the holiday with a stay with family or acquaintances. This option applies to all holidays and is especially popular with our North American destinations, but if you are taking one of our China holidays, you can extend your holiday to allow a visit to see friends and family in Australia too, if you wish to do so.
Please notify us at the time of booking and we can organise an extended stay for you, including the option of flying back from a different airport. During the holiday our Tour Manager can offer advice and local insight to help you plan your extra time.
Answer: Many of us have experienced frustration trying to hear and understand tour guides from afar. Tour guides, communicating with their groups, often have no alternative but to raise their voices to be heard.
We use VOX audio guides on all of our holidays by air* (with the exception of some of our USA and Canada holidays). This means you can enjoy every excursion and can move freely around the places that interest you, take photos and admire the scenery while still hearing the full commentary.
It’s also suitable for those with hearing aids, designed to help people with hearing loss improve their auditory access in difficult and large-area listening situations.
*VOX is only used on holidays with over 15 customers.
Easy and we do it all for you! Due to our convenient and special arrangement with the Chinese authorities’ your entry into China currently will be by means of a group visa. All we will require from you is a colour photocopy or scan of the picture page of your passport and a passport photo taken on a plain white background. This visa is a document for the entire group that will be held by our Tour Manager throughout your time in China so that you have no worries regarding this document. The cost for this service is currently £160 please note that your passport must be valid for at least six months after the date of your return. All information listed is correct for British citizens. If you are a British subject, British overseas resident or have a passport from another country (particularly if outside the EU), requirements may be different and we ask that you check with the relevant authorities. *
Travellers require an electronic authorisation known as an ESTA, for which the US government will charge US. This is only available online but the form is simple to complete. You, a family member or friend can apply for an ESTA on your behalf by logging on to the following web address: https://esta.cbp.dhs.gov/esta/ (Please note that other websites may charge higher fees.) Simply have ready your passport and confirmation invoice (which you will receive from us), with your booking confirmation (which contains the relevant details for the ESTA form). If you would prefer us to obtain the ESTA on your behalf, we are happy to do so for an additional administrative charge of £35 (including the ESTA fee).
Travellers to Canada will need an electronic authorisation known as an eTA, for which the Canadian government makes a charge of CAD. This is available online and simple to complete. Once approved, an eTA is valid for five years, or until your passport expires, whichever comes first. You can make multiple visits to Canada with a valid eTA. You, a family member or friend can apply for this on your behalf by logging on to the following web address: www.canada.ca/eta Simply have ready your passport and confirmation invoice (which you will receive from us), with your booking confirmation (which contains the relevant details for the eTA form). If you would prefer us to obtain the eTA on your behalf, we are happy to do so for an additional administrative charge of £30 (including the eTA fee).
Entrance to Sri Lanka is by means of an electronic visa authorisation system (ETA) which is simple to complete on line and (at time of writing) costs US. The ETA is simple to obtain and you, a family member or friend can apply for this on your behalf by logging on to the following web address: www.eta.gov.lk/slvisa Simply have ready your passport and confirmation invoice (which you will receive from us), with your booking confirmation (which contains the relevant details for the ETA form). If you would prefer us to obtain the ETA on your behalf, we are happy to do so for an additional administrative charge of £45 (including the ETA fee).
You will need to complete the visa form we will send with your holiday confirmation; we will then issue you with an official visa form and letter of invitation that you will need to take to the Russian visa application centre either in London, Edinburgh, Dublin or Manchester and lodge your visa application in person where your fingerprints will be scanned. The Russians operate this system very efficiently and the process only takes a short amount of time. The locations are very central so easy to combine with a day out in the great UK or Scottish capitals. The cost for a Russian visa is approximately £109 (paid direct on the day of application).
Entrance to India is by means of an electronic visa authorisation system (eTV) which is available to complete online and costs approximately US0. This must be completed no later than 5 days prior to travel. The applicant, a family member or friend can apply for this on your behalf by logging on to the following web address: www.indianvisaonline.gov.in/visa. If you would prefer us to obtain the eTV on your behalf, we are happy to do so for an additional administrative charge of £110 (including the eTV fee).
Entrance to Myanmar is by means of an electronic visa authorisation system (eVisa) which is available to complete on line and costs approximately US (approx. £36 and payable by Visa or MasterCard). This must be completed from 90 days and no later than 7 days prior to travel. You will receive an acknowledgment of application within an hour. Then after this it can take up to three days for the visa to be emailed to you. This visa is valid for one visit only lasting up to 28 days. The applicant, a family member or friend can apply for this on your behalf by logging on to the following web address: www.evisa.moip.gov.mm. If you would prefer us to obtain the eVisa on your behalf, we will require an additional administrative charge of £90 (including the eVisa fee). You will still need to email us and attach the digital photo required.
The Vietnam Government has agreed to grant visa exemption for travelers from the United Kingdom and some European countries for stays that last no longer than fifteen days. You will arrive in Hanoi on day two of our itinerary and enter Cambodia on day fifteen therefore, for UK citizens, no visa is required for Vietnam.
Visa upon arrival – when crossing from Vietnam into Cambodia by road, the visa is a simple formality undertaken at the border and no administration is required prior to departure. This will cost approximately US (only US dollars are accepted). Your Tour Manager and local guide will provide you with the necessary forms and assist you through this simple process. All that you are required to take with you are two passport sized photos. The photos must be on a plain white background, head and shoulders visible, front facing and the head not cut off.
British passport holders travelling to Egypt normally require a visa. For visits of up to 30 days, you can get a visa on arrival in Cairo by payment in sterling, US dollars or Euro. The visa fee is US at approved bank kiosks within the airport arrival halls, before reaching the immigration desks. We can pre-arrange this so that our representative in Cairo has this all done when you land to save time queuing on arrival and additional hassle for a fee of £35 which we will add to your booking if you choose this option.
Answer: The UK has now left the European Union and we are in a period of transition. There is no need to worry when planning your holidays as it is very much business as usual and the EU has agreed visa-free travel for all UK citizens.
For holidays that return before Dec 31st 2020 no additional period of validity is required on your passport. After this date you must ensure that your passport is still valid for six months after the date of your return.
For the most up to date entry requirements and travel advice we recommend that you log on and enter your passport details into, the simple to use, foreign office passport checker website which will tell you immediately if your passport will need renewing before your holiday.
During the transition period – until Dec 31st 2020
You will still be able to use European Health Insurance Card (EHIC). Should you require medical help whilst away in most cases you will be able to use this card along with your passport and you should not be charged in a hospital. Doctor’s clinics may on some occasions charge as it is up to their discretion. If you do not already possess one of these cards you can apply for one online by visiting: https://www.ehic.org.uk, or by calling 0300 330 1350. There is no cost for the card, so be aware of some websites which may try to charge. Please note that you will still require your own holiday insurance.
After the transition period – from Jan 01st 2021
The European Health Insurance Card (EHIC) will no longer be valid for UK citizens. Adequate insurance cover will be required for all hospital emergencies and doctors’ visits. We do require details of your travel insurance policy well in advance of your departure.
Roaming charges will remain the same during the transition period until December 31st. After that it will depend on the current negotiations and all providers will update their customers once agreements have been made.
Answer: One of the most popular way (which also offers great value for money) is with the coaching operator National Express. Check with National Express that a service is operating on your required route and date by visiting their website: www.nationalexpress.com
If you would like help to book a private car or with arrangements to get you to/from the airport then let us know and we can assist you.
Answer: We include a luxury limousine from your door to the ship's gangway*. A chauffeur will be ready to greet you. They will load your luggage for you at your door and on arrival at the port it will be collected from the vehicle by the ship's porters and delivered to your cabin. After disembarkation at the end of the cruise your driver will be waiting to bring you home.
*Limousine service is included up to 150 miles from the port. Supplements will apply for distances above 150 miles. This service may be shared with another One Traveller guest if they live on the same route*. In lieu of the chauffeur car service we can also arrange a hotel at the port or parking should you wish to make your own way.
Answer: Yes, as long as you are departing from our main departure airport, you will have the opportunity to meet your representative before you check-in at the airport. In most cases this will be your Tour Manager who will fly with you and return with you.
Answer: Flight times will be confirmed to you in writing two to three weeks before departure. Flight times only change occasionally; if there is a significant alteration, we will let you know by phone or in writing.
Answer: Seats cannot be pre-booked (unless there is an online check-in option which applies to your flight). If you have a special seat request, please let us know and we will do our best to accommodate this. We submit all requests to the airline one month before departure and they endeavour, where possible, to accommodate any requests given.
In many cases our Tour Managers can assist with this when you check-in at the airport. Our booking form has a section where you can inform us at the very start of your communication with us.
Answer: We do not allocate seats on our coaches, every day you sit somewhere different on the coach. For example if you sit at the front one day, the following day you would sit in the middle or the back.
Answer: As listed on the pages for each holiday we can offer options to fly direct from some regional airports at a supplement. The extra charge is incurred because logistically extra administration is required to have you met personally and escorted by taxi transfer separately from the main departure airport. Where an alternative airline is used we include 20 kg luggage allowance and a first to board the aircraft service (where possible).
Regional connecting flights to the main airport can be arranged at a supplement from £145 return (£165 for holidays departing in 2020). Earlier booking is advised as this cost creeps up the closer we get to the departure date.
Answer: If you travel from our main departure airport (Heathrow or Gatwick), we fly with quality national airlines such as British Airways, Emirates, Virgin, Sri Lankan and Thai Airways. On these flights, on-board refreshments are included on flights over 5 hours.
For some regional departures, where other airlines are used, our prices include a full 20kg luggage allowance and a first-to-board-the-aircraft service (where possible). Refreshments may not be included.
Answer: With our wealth of experience of leading holidays, we understand that everyone has their own personal needs and preferences. Each guest has their own file in which we note these details and we make sure this information is passed on to relevant airlines, hotels, restaurants, etc. We know all our suppliers personally, which makes dealing with special requests a pleasure. Just call, email or write to us and we will try to accommodate.
Our booking form includes space for you to inform us of any requests, as well as telling us your preferred seat on board the aircraft or grade of cabin on board a cruise ship. We will endeavour as much as we possibly can to ensure your requirements are met, however from time-to-time requests cannot always be guaranteed.
Answer: Please let us know at time of booking if you have a seat preference for your flight. Your booking form also has a section where you can add this and prompt receipt of this form will greatly assist us in getting your chosen seat. We can request aisle or window only. All flight seat requests are sent to the airline six weeks before departure and cannot be altered or added after that period. In most cases the airlines manage to fulfill the seat requests that we send to them. As our flight bookings are held under a group booking code it will not be possible to view or change seats on the airlines website. Seat allocations can be changed (subject to availability) at the airport check-in only and this is not in the control of One Traveller.
Rodina Rewards - Our Guest Loyalty Scheme
Answer: Rodina, which aptly means family in Czech, is our way of saying thank you for your loyal custom. For every fifth One Traveller holiday you take, you’ll qualify for a reward. This will be in the form of a money-off voucher, which you can choose to put towards your next holiday, or share with a friend.
Answer: You will earn your first reward for £100 off your next holiday with us upon completion of your 5th holiday. The amount you’re rewarded the increases with each milestone holiday (10, 15, 20 etc). For those well and truly bitten by the travel bug, there is no limit on the rewards you can receive!
Answer: There are three ways which you can use your reward. You can redeem it against an existing or a new booking, gift your voucher to a friend, or stack your vouchers to spend at a later date. Please note that if you wish to transfer your voucher to a friend you must inform us in writing by emailing firstname.lastname@example.org
Answer: Guests can only redeem the full value of their reward against any new or existing booking where the outstanding balance is greater than or equal to the value shown on your reward voucher. A £300 voucher, for instance, cannot be redeemed against two bookings.
Answer: Yes you can. If you have a reward to redeem, you will be presented with this when you sign in to our website to make your booking. To redeem a reward simply click on the tick box adjacent to it. This will deduct the reward's value from the required deposit amount (or balance payment if you are booking a last minute holiday). If the reward's value is higher than the minimum deposit, the outstanding balance value would also reduce accordingly. If you have been gifted a reward from a friend, simply enter the reward's code into the box to redeem the reward. Your friend must first notify us that they wish to transfer the voucher to yourself.
Answer: If you cancel your holiday, the reward(s) which you have redeemed against it will be re-issued to you with the original expiry. Any extensions to the original expiry date will be at One Traveller's discretion.
Preparing For Your Holiday
Answer: Unique to One Traveller, on many of our flight departures we offer Pre-Holiday Get-Togethers. This is a great opportunity to meet some of your fellow travellers even before your holiday starts. The evening is hosted by a representative from One Traveller, who will be there to answer any questions you may have.
The Pre-Holiday Get-Together package consists of the following:
- One night's accommodation in a four-star airport hotel
- Welcome drink
- Three-course meal
- Breakfast (if your departure flight is very early then it will be a packed breakfast)
- Private transfer to the airport
If you require parking at the hotel for the duration of your stay we can arrange this at a special negotiated fee of £11 per day at Heathrow or Gatwick and £18 per day at London City.
The cost of our Pre-Holiday get together is currently £142 for all remaining 2019 departures, and £147 for holidays departing in 2020.
In the absence of a Pre-Holiday Get-Together, One Traveller can source the best deal for airport hotel accommodation and/or car parking at the airport. If there are other One Traveller guests staying over the night before a holiday begins, we will do our best to ensure you are in the same hotel so that you can meet some of your travelling companions. Call us on 01760 722 011.
Answer: Packing for a holiday is never easy, especially if you are not used to doing it. This is why One Traveller sends out very comprehensive information specific to your holiday, which tells you what kind of events to expect and what types of clothes you will need. We also suggest some things you may wish to slip into your case in order to make sure you are fully prepared.
Answer: In general we suggest that our guests dress for comfort. On some of our holidays however, there is the opportunity to dress up slightly more formally, for example if you attend the ballet in St. Petersburg or any of the concerts or meals out we include on many of our holidays.
Answer: One Traveller will write to you approximately two weeks before the holiday begins with details of currency needed including the best place to get it. Our pre-holiday information is very comprehensive. You can also refer to our 'Useful Info' sheet that was sent with your original booking confirmation, don't worry if you've lost it though as we'll send another with your final paerwork.
Answer: If your return flight to the UK is late at night, we can book you an additional overnight stay in a hotel near the airport on a Bed & Breakfast basis. This allows you to relax for an extra night before continuing your journey the next day. For details please call us on 01760 722011.
Payment, Deposit and Tickets
Answer: A deposit will secure your place instantly on all of our holidays. Just call us on 01760 722 011, with your debit or credit card, quoting the holiday you are interested in. We will need a few details from your passport so it would be good to have that handy. Or you can book online on our website. We also accept cheques made payable to "One Traveller Limited".
|HOLIDAY TYPE||DEPOSIT REQUIRED|
|HOLIDAYS COSTING £5,000 OR MORE||£500|
If you are booking within the balance due date the full amount of the holiday is payable.
Answer: Prior to your balance payment, should you decide to add any extras such as a Pre-Holiday Get-Together, flight upgrade or airport parking, just call us or email us (email@example.com) and we will arrange it. Some things are subject to availability and the earlier you can let us know the better.
Answer: Prior to your departure, a letter will be sent to remind you that the balance on your holiday is due. This letter will also remind guests on holidays that require visas of the procedure for this, which will commence approximately 6 weeks before departure. The bulk of the work is done by the team at the One Traveller office but for your reference, our balance due dates are set out below:
|HOLIDAY TYPE||BALANCE DUE|
|LONG HAUL||12 WEEKS|
|HOLIDAYS OVER £5,000||12 WEEKS|
Answer: You are welcome to pay for your holiday in instalments via debit, credit card, bank transfer or cheque (please note that the minimum instalment is £350).
You’ll never be penalised for paying in a particular way and will never pay more because of the options you choose. It’s your holiday and the choice is yours!
Answer: Either by bank transfer, over the telephone with a debit or credit card (call 01760 722 011) or by sending a cheque in the post (to One Traveller Ltd, Unit 5-6, Green Way, Swaffham, PE37 7FD)
You can also pay your balance via your guest portal using any Visa or Mastercard debit or credit card.
Answer: You can book on line or call us and pay your deposit with a debit or credit card (Visa and MasterCard). Two weeks prior to the balance due date of your holiday we will send you a polite reminder. The balance of your holiday can then be paid by calling us with a debit or credit card, or you can arrange a bank transfer or send a cheque.
Our Guest Portal - Managing your booking online
Answer: Our guest portal allows you to access your holiday bookings and your account with us instantly, at your convenience without the need for a phone call, letters or lengthy correspondence.
Answer: Guests are able to access their documentation, amend their details and make payments towards their bookings via their guest portal.
Answer: You have two options with regards to how you can access the guest portal. You can either visit onetraveller.co.uk and click on ‘Manage My Booking’ in the top navigation bar or alternatively navigate to portal.onetraveller.co.uk. Please note that we must hold an email address for you, and you must have previously made a booking with us to access the guest portal. To create a new account or password, please navigate to the portal, and then click on Forgot password? to reset your password (for first-time users). Follow the steps and you will be up and running.
Answer: Accounts are automatically generated by our booking system when your booking has been processed (i.e. when payment has been taken for a booking made over the phone, or when a web booking has been loaded onto the system by a member of the operations team). Portal accounts are generated based on whether you have an upcoming booking with us. When you make a booking, our system will check to see if you currently have a portal account, if you do not, the system will automatically generate one for you, and this will be associated to the email address which you gave to us at the time of booking. It may take up to 24 hours for our system to generate your portal account. If after 24 hours you still cannot gain access, please get in touch.
Answer: Passwords must be at least eight characters long and contain: at least one uppercase character, at least one number and at least one symbol (e.g. ‘ . * & ? @ #) .
Answer: Please ensure that you check your ‘Spam’ or ‘Junk’ folders to see whether this email has been incorrectly flagged as spam by your email provider. Our web and marketing team can manually reset passwords upon request, however, we are unable to reveal existing passwords to guests as we do not store these.
Answer: Guest’s can log out of their account from any area of the portal, except when making a payment via Sage Pay, by clicking on the logout icon in the top right,
Answer: To return to the dashboard at any time, simply click the ‘Return to dashboard’ icon, which looks like a series of small tiles on a grey background.
Answer: When you have confirmed your holiday insurance, we ask for details so that in the event of an emergency, we can deal with any problems if necessary on your behalf.
As a member of the Association of British Travel Agents (ABTA), we are able to introduce you to Citybond Suretravel, the only travel insurance endorsed by ABTA.
One Traveller has teamed up with Citybond Suretravel to provide you with a competitive insurance product, which includes:
- No age limit on Trip Travel
- FREE cover for over 300 medical conditions!
- 3 levels of cover to choose from Supreme, Premier or Economy
- Medical expenses up to £25 million
- Cancellation cover up to £10,000
- Baggage cover up to £3,000
As a One Traveller guest you will receive an automatic discount on the quotation provided.
For a quote, call Citybond Suretravel on 0800 093 4647 and quote reference Y3177.
Citybond Suretravel is authorised & regulated by the Financial Conduct Authority.
Answer: In the event of you having to cancel one of our holidays in the UK our normal booking conditions would apply regarding any cancellation charges and monies forfeited by our suppliers. Therefore, it is advisable to have cancellation insurance and also to insure loss of personal belongings.
If you are a UK citizen naturally you would be covered for the cost of any medical treatment under the NHS.
Answer: When booking your trip, catering it to your needs and providing the relevant information to hotels, airlines and other travel services, we require your personal data. The data we retain on all customers is listed below, and used throughout the booking and delivery of your experience to make it the best it can be. • Name • Address • Telephone Numbers • Email Address • Next of Kin • Bank Details • Dietary Requirements/Preferences We also collect sensitive other data on our travellers, to ensure we can find you have a personalised and safe and legal trip with us. All the data below is used to attain visas, book hotels & airlines and so only shared with the relevant authorities and approved 3rd parties. Please note the VISA data collected maybe extensive, but it is only collected on the basis that it is required for successful processing. • Gender/Title • Passport Details • Date of Birth • Medical Information • Personal and Family History • Occupation, Education and Criminal history
Answer: One Traveller is fully GDPR compliant and we have taken all measures necessary to ensure all guests personal data is stored securely and only passed on to suppliers both inside and outside of the EU for the purposes of fulfilling your holiday. By agreeing to the booking conditions you are consenting for One Traveller Limited to pass your details to third parties. This movement of data is essential to allow the fulfilment of the contract between us and yourself.
Please note that on occasions special category data such as health and medical history may be processed, this will allow One Traveller staff to aid in safeguarding guests during their holiday and ensure that any special requests are met, this information will be collected by One Traveller staff and only passed to the Tour Manager. Special category data will only be disclosed to another party if the need to protect an individuals' life or liberty occurs, such as a medical emergency.
Upon completion of your holiday, your data will continue to be stored securely if you wish to be removed from our systems please request this in writing upon your return.
Answer: Under the GDPR, individuals have several additional rights compared to the Data Protection Act in 1998. These include the right to: 1. Be informed – to know what data we hold and how we use it 2. Access – to have access to your data 3. Rectification – to amend any information we hold you believe to be incorrect 4. Erasure – to have your data removed from our systems 5. Restrict processing – to request that your data is only used in certain ways 6. Data portability – to ask us to send you a copy of your data 7. Object – The right to object to how your data is used Please note it is not possible to offer Erasure if you have a current booking with us. You also have rights in relation to automated decision making and profiling, however as One Traveller don’t use these methods, they are not included within this notice. As an individual, you can exercise these rights any time by contacting us in writing using the information below. We will always endeavour to respond to any requests in a timely fashion, and will provide any information requested free of charge, no more than one month after the original request is made.
Amendments and Cancellations
Answer: Yes, you can. Please advise us in writing. If you cancel you will be liable to pay cancellation fees detailed in our Booking Conditions (in accordance with regulations agreed by ABTA and ATOL).
Answer: No. Our prices are based on sole occupancy of a spacious room with en-suite facilities, with no single supplement. We do not use single rooms or broom cupboards.
Answer: As a rule we do not offer a saving if you wish to share a room. Everyone is allocated a room to themselves.
Answer: All your travel details will be issued approximately 14 days prior to departure. We always use the hotels listed in our brochure, except in extreme cases. To view descriptions and images of the hotels we use, please refer to the holiday page on our website.
ABTA & ATOL Protected Holidays
Answer: One Traveller Limited is a tour operator member of ABTA (the Association of British Travel Agents) and our ABTA number is Y3177. ABTA's main aims are to maintain high standards of trading practice for the benefit of its members and their customers, the travel industry at large and the consumers they serve.
Holidays that do not include flights are protected by ABTA. All the flight-inclusive holidays contained on this website are financially protected by the ATOL scheme. When you pay, you will be supplied with an ATOL certificate and confirmation invoice (our ATOL number is 9718).
Please see our enclosed booking conditions or refer to them on our website for further information or for more details about financial protection and the ATOL certificate visit www.atol.org.uk/ATOLCertificat...
You can view One Traveller's ATOL license by clicking here.
Answer: Your ATOL certificate is proof that the holiday you have booked is protected by ATOL. It explains what protection you have and what to do if there is a problem. Keep it somewhere safe and make sure you have it handy on holiday, so you know how to make an ATOL claim if you need to.
Coronavirus - COVID-19
In view of the continued global efforts to contain the spread of COVID-19 it is with a heavy heart that we have made the difficult decision to cancel our departures up to and including the 31st August.
All Oberammergau, Shanghai, Yangtze cruise, Hong Kong and Beethoven Festival holidays have also been cancelled.
We have taken these decisions in order to ensure the health and safety of our guests and travelling staff, which will always remain our primary concern.
Guests on departures from June 20th to, and including August 31st will have received a letter (posted Monday 11th May) advising of the cancellation of their holiday. A member of our team will be in contact to outline the options available to you within five working days of the letter being received. Please wait for our team to contact you.
Our festive, and many of our 2021 holidays are available to book and can be viewed on our website already so should you wish to transfer to a future holiday, this can be done during your contact call. This gives you something to look forward to at a time when the world opens its doors again for travel.
You will find our 2021 holidays here: https://www.onetraveller.co.uk/2021-holidays
We continue to monitor the situation from news in the UK, our suppliers in the 42 countries that we operate in and always follow Foreign Office advise. The situation is dynamic and continues to evolve on a daily basis.
Please note that, the government restrictions on social distancing and the current instructions to remain at home mean that One Traveller is operating as normal, but from our own homes. This means that members of our bookings, operations, brochure request, aftersales administration, customer services and accounts teams are available, during our normal weekday opening hours.
Some team members with children or relatives living with them are now at home to care for them whilst we all live through this period of adjustment to ensure all our health for the future. This does mean that our team is reduced and that some of our processes may take longer than they ordinarily would. However, all queries are being dealt with and we ask for your understanding and patience.
Phones are being answered to take bookings and brochure requests as always by the team but for other enquiries we do ask, where possible, that you contact us by email to the following email addresses.
To transfer your holiday, documentation and other administration enquiries
Customer Services and holiday feedback
All other enquiries
In addition to the normal methods of contacting us, our website is available for brochure requests, holiday bookings and viewing our holidays in great detail 24/7. Also, if you have a holiday booked with us our guest portal can be used to make any payments, view documentation or change your personal details.
If you’ve already booked a holiday with us, we’ll do the leg work and will keep you updated on any developments.
If you contact us to book a new holiday, we’ll notify you at the time if there are any changes to the holiday from the descriptions given in our brochure and website.
If you’d like to read more of the official advice we consult and stay updated with general developments, the following articles should be very useful.