Want to know more about what we can offer? Use our FAQ's below or Contact Us
Do you charge for Debit Card Payments?
We do not charge for payments made by debit cards. We do however charge when paying with a credit card.
Every time we charge your credit card to take a payment the credit card company charges us a fee. Therefore, a charge of 2.5% is payable for payments made using a credit card. We now accept payments on American Express credit cards too & a charge of 3.5% is payable for payments made using an American Express card. No additional charge will be incurred on other payment methods.
When will I receive my paperwork?
Once you have booked your holiday with us, we will send you an email confirmation with the receipt of the money paid attached to the email. It will also have an Insurance Waiver Form and a Booking Authorisation Form which you will need to sign & send it back to us at the earliest by the way of scanning and attaching the documents on an email. In case, if you don't have a printer or a scanner, you can send the signed documents back by post as well to Kreative Holidays Limited - Unit 214 Canada House, 272 Field End Road, Eastcote, London HA4 9NA. If paying a deposit, we will send you your tickets / vouchers by email 3 weeks prior to your departure & once the balance is paid.
When is the balance of my holiday due?
If you have paid a deposit at the time of booking your holiday, the balance will need to be paid before 14 to 15 weeks before your departure date depending on the supplier / tour operator of your holiday. You will have the balance due date mentioned on the Receipt of the deposit payment sent to you by email.
I have received my paperwork and I have spotted an error, what should I do?
Please call us on 02088724372 as soon as possible and certainly within 24 hours of receipt where possible. It’s very important that we make sure that the names are spelt correctly, any personal details such as dates of birth are correct and the holiday details and price are as expected.
What about my Visas & Passport?
It will be your responsibility to obtain any necessary visas and the cost of these will not be included in the cost of your holiday booked by us. For further guidance, help and fees, please contact the relevant Embassies. If you are travelling to the US you will need complete an ESTA form. Please go to this website and follow the instructions: https://esta.cbp.dhs.gov/esta/ This is the official US Government website and there is a $14 charge per person to complete the ESTA visa application. We recommend that you avoid bogus websites by using the above web address and complete these at least 3 weeks before travel. The visa lasts for multiple entries in the USA for 2 years.
If you are travelling to Canada or part of your holiday is in Canada, please note from the 15th March 2016 it will be mandatory to apply for an eTA prior to your travel. This can be done online by visiting - http://www.cic.gc.ca/english/visit/eta-start.asp
It costs 7 Canadian Dollars and lasts for 5 years.
For further guidance, help and fees visit:
Please check before you travel to your destination for an up to date advice from the Foreign & Commonwealth office on www.fco.gov.uk/knowbeforeyougo
What is the baggage allowance on my flight?
You will be advised at the time of your booking about the baggage allowances. However, please visit the relevant Airline's website to check the correct dimensions and allowances.
What is the procedure for any Complaints about the holiday?
Here at Kreative Cruises we hope your travel arrangements run as smoothly as possible and you enjoy your time abroad. In the event you have a complaint about your holiday whilst you are abroad it is highly recommended that you immediately contact us or a representative of the local supplier (local supplier's contact number is always given on the vouchers given to you). In an event where there is no representative then we suggest you follow the procedure on your holiday vouchers as these have twenty-four hour emergency contact details like a phone number or an email address with clear instructions of what to do in the event of an emergency.
You must also report this to the hotel reception / hotel representative who can try and resolve the problem. If your complaint is during 8:00am & 8:00pm Monday to Friday - UK time, then you can contact our office on 0203 789 2400 (option 2) and speak to the customer services or the agent who booked your holiday who will then take the complaint up with your supplier on your behalf and liaise with you directly. If you do not follow this procedure and you fail to report your problem either to Us or the Supplier / Tour Operator whilst you are on your holiday, you will have less opportunity to investigate and rectify your complaint upon return. If you have no written report or evidence to back up your complaint you may find your level of compensation from the Supplier / Tour Operator is reduced or you may not receive any at all therefore we recommend all complaints are reported whilst abroad. Any medical claims if you wish to include in your complaint should be accompanied by relevant documents for proof and a letter from your GP for the Supplier / Tour Operator to be considered.
We also strongly recommend any expenditure you have incurred due to a failed service which is a part of your holiday as booked, you keep all your receipts. It is highly unlikely that you will be able to make a claim on return for compensation of expenditure if you have not followed this process.
If your complaint was not resolved whilst abroad and you would like to take this further, we must receive all complaints in writing immediately upon return or no later than 28 days after your return date. Your complaint may only be accepted as a form of an email with your evidence attached and should be emailed to email@example.com including your full name and our booking reference number.
We as your travel agents would then forward your complaints to the relevant Suppliers / Tour Operators and would represent you and handle your complaint on your behalf with them. We would keep you updated via email with all our communications with the relevant suppliers promptly and would do our best to resolve your complaints and help you get an appropriate solution.
Please be aware that most suppliers require at least 7 to 10 working days to acknowledge your complaint and further 28 working days to gain a full response as they will need to run a full investigation with any third party suppliers / local suppliers involved and we need to allow time to gain a full response from these suppliers.
We are very proud that we take utmost care about our Clients' needs & look after them very well. However, in an unlikely event if you have a complaint against the service you have received from Us then this can be emailed to firstname.lastname@example.org and we would do our best to resolve your queries / complaints. We take all complaints very seriously and appreciate any feedback to help improve our service for the future.
All complaints will be acknowledged within 7 working days and would be responded to with a suitable solution within 28 days of receiving the email.
Contact Our Team
Still a little unsure? Why now speak to one of our Experienced Travel Advisers today!
We act as an agent on behalf of The Global Travel Group Ltd in connection with the sale of travel products. Unless specified as the operator, The Global Travel Group Ltd is the agent on behalf of ATOL Protected Tour Operators and other principals.
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