Frequently Asked Questions (FAQ’s)

How do I book a flight?

You can make a reservation by filling in our Group Request form, e-mailing us on or over the phone on +44 (0)20 8429 2900

Tax refunds on non-refundable tickets

This is all dependent on which airline you were booked with. Not all taxes are refundable. Your refund request will be processed in accordance with the relevant airlines refund policy and any monies will be credited to the original form of payment.

How do I know which terminal my flight leaves from?

The terminal should be displayed on your final e-ticket, however if you are unable to locate this please e-mail us with your booking reference number at and we will advise you further.

Do I need travel insurance?

Travel Insurance is a legal requirement for anyone travelling outside of the UK. If you have not already purchased your Travel Insurance, you can call us on +44 (0)20 8429 2900 where we can advice you further. For advice on non-European community destinations for UK passport holders You must visit the Foreign and Commonwealth Office website.

What is an e-ticket?

An E-ticketing is a “paper-less” way to book flights. Once you’ve made your booking, it’s stored electronically in the airline reservation system. German Travel Centre will send you a confirmation email with your booking reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical “e-ticket” or paper tickets to present at the airport. We recommend that you take a printout of your confirmation email with you, although many airlines won’t ask to see this. When you check in at the airport, just show airline staff a form of identification along with your booking reference number and they’ll issue you with your boarding pass. A booking reference number (also known as a PNR number or a Flight reference number) is a 6-character combination of numbers and letters, eg YG9TY4. With e-ticketing, some airlines require you to pre-select the form of identification you will present at the airport, during the booking process. If so, you must take this form of ID with you to check-in. However if we don’t ask you to pre-select your form of identification during booking, all you will need is your passport or the credit/debit card you booked with, and your booking reference number. If you lose your original e-ticket confirmation email, please contact our call centre on 0208 429 2900 as soon as possible and they will re-issue your confirmation

Why should I check in online, and how do I do it?

Checking-in online is an easy way to save queuing time at the airport. On arrival at the airport, passengers who have already checked in online only need to drop their baggage off in the appropriate area, before proceeding to security. The time that you can start checking in online varies between airlines but is usually between 24 hours to 1 or 2 hours before departure. To check-in online, you’ll usually need to provide your Booking reference number (also called PNR, reservation number or confirmation code). This is a six-digit alphanumeric combination provided on your German Travel Centre LTD confirmation email. If airlines ask for your e-ticket number instead, you can find this by looking up your booking details on the site. Please ensure that you read the terms and conditions when checking in online as airlines’ restrictions differ. For example, some airlines do not allow infants to be checked in online, and others cannot provide online check-in to certain destinations.

What's the best way to contact German Travel Centre?

Booking online is the easiest way to organise your travel arrangements. You’re in control of the booking process and there’s help every step of the way. If you need help and can’t find the answer to your query on our online Help pages, then please contact us. Sales Centre opening hours Monday – Friday: 9am-5.30pm Saturday: 10am-1pm

How do I request a special meal?

Most airlines enable Special meals to be requested on long-haul flights, please contact us and we can assist you with requesting a meal. Most common Special meals are: child menu, diabetic, gluten-free, Halal, Hindu, Kosher, low sodium, low cholesterol, vegetarian and vegan. We will forward your request to the airline but we cannot guarantee your preference. We recommend that you re-confirm your meal choice with the airline on check-in.

Can I book for more than 9 people?

Yes, this is what we are specialists at please fill in our Groups Request form, e-mail us on or call us on 020 8429 2900 to place your request.

When will the payment be debited from my credit card?

Usually, when booking with German Travel Centre the payment transaction will occur immediately upon autharisation from you.

How secure is the German Travel Centre site?

German Travel Centre uses SSL, or Secure Socket Layer technology to encrypt your credit card details at the time of entry. This enables German Travel Centre to transmit your payment details directly to our systems with the utmost security. When information is encrypted, it’s scrambled between your computer and our server. The information is only unscrambled when it safely reaches our end. We will never divulge your details to a third party, and have a strict security policy that prevents anyone obtaining access to your booking without your permission.

What is a code share flight?

A codeshare is a deal struck between airlines to carry each other’s passengers. This allows carriers to provide passengers with a much wider choice of destinations. The flight number of the airline whom you book with will appear on your ticket/confirmation, but make sure you look out for the correct operating carrier in your flight details.

What are your Terms and Conditions?

To view German Travel Centre LTD full Terms & Conditions go to the Homepage, scroll to the bottom of the page and click on Terms and Conditions.

Do I need travel insurance?

Travel Insurance is a legal requirement for anyone travelling outside of the UK. If you have not already purchased your Travel Insurance, you can call us on +44 (0)20 8429 2900 where we can advice you further. For advice on non-European community destinations for UK passport holders You must visit the Foreign and Commonwealth Office website.

Can I take my own wheelchair?

Most airlines will allow you to take your own wheelchair or mobility aid on the flight, however, please let us know at the time of booking. We’ll need to know the weight and measurements of the wheelchair to advise the airline well in advance of your journey.

If I book through German Travel Centre am I protected?

German Travel Centre is bonded with ABTA, ATOL and IATA. (See the About Us page and our Terms and Conditions for more information) ABTA – 90685 ATOL – 2977 IATA

What is my check in time for my flight?

Your check in time is 2 hours prior to departure (unless otherwise stated). We would always advise passengers to get to the airport up to 3 hours before your departure to avoid any unnecessary stress or queuing.

Don’t see what you were looking for?

Do I need visa for my destination?

This depends on the policy of the country you are traveling to. If you are traveling to an EC (European Community) country and have a Valid UK Passport you will not need a visa.

Are there special passport requirements for my destinations?

If you are travelling outside the European community you will need a minimum of 6 months validity on your passport (of the date of return travel) We recommend you check with the embassy of your destination and request further information on requirements of entry.

How do I pay for my flight?

Payment can be made by Bank Transfer, our bank details will be provided to you at point of invoice. We also accept most major credit and debit cards, there is a 2% transaction fee for all Business credit Debit Card transactions. No fee for personal Debit or Credit card payments.

How do I change or cancel my flight?

Please e-mail us on with your booking reference number and name of passenger wishing to cancel and we can advise you further.

What happens if I miss my connecting flight?

These are general indications as to what may happen if you arrive too late at an intermediate airport to catch your onward flight to your final destination. (For example, if you are flying from London to Sao Paulo with Iberia via Madrid, your connecting flight is in Madrid. If the London-Madrid leg is delayed, and you miss the connection to Sao Paulo then the following information will be of use to you.) If the initial carrier is at fault then it should rebook you on the next available flight. If the next flight is only the following day then you should either be put up overnight (hotel accommodation if necessary, and meals), or re-booked to your destination on another airline departing sooner. This is determined by the usual protocol of your specific airline. If something within your control causes you to miss your initial flight, therefore delaying you past the departure of your connecting flight, then the airline is under no obligation to re-book you, and you may have to buy a new ticket. Always make sure you leave enough time spare for flight transfers, particularly at notoriously busy airports such as Heathrow, Atlanta, JFK and Charles de Gaulle.

What if the person paying is not travelling?

You can still book with German Travel Centre if your friend/relative is paying for your journey. Please remember that if you book e-tickets, some airlines require a form of identification. The form of identification must belong to the person travelling and is usually a credit card, frequent flyer card or passport. Therefore, if your friend/relative is paying for you to travel with their credit card, you will need to put your own credit card, passport or frequent flyer details in the identification field at the time of booking, so that you are able to produce them at the airport as identification. If you are paying for your friend/relative to travel, then you must ensure that they enter their identification details in the identification field so that they can prove who they are when they arrive at check in. In exceptional circumstances due to extra checks, we may not be able to send confirmation of your booking to the airline immediately if someone has booked on your behalf.

When do I need to check-in for the flight?

Please check-in for your flight approximately 2-3 hours before the departure time on your ticket/itinerary. If you arrive at the airport later than the specified check-in time we will not accept responsibility if you’re unable to travel.

Are all departure airport taxes included in the cost of my ticket?

All prepaid taxes are included in your ticket. However, some airports may charge a local departure tax that can only be paid at the airport before you leave. There will usually be a booth near to the check in desks where you can pay in local currency. To find out if you’ll need to pay a local departure tax on your way home, please check the relevant airport website before you travel.

What do I do if I have not received my tickets?

If you have not received your tickets 3 days before departure please call +44 (0)20 8429 2900 with your booking reference at hand.

How do I receive my travel documents?

Your Travel documents will be sent to you via e-mail 3-10 days prior to departure, please ensure you check your e-mail account provided to us upon booking on a regular basis to check receipt of documents from us.

What is my baggage allowance?

Baggage allowances vary between airlines and can change from time to time, so to ensure you get the most accurate and up-to-date information, please use the links below to go directly to airlines’ baggage policy pages.

Where are the Fare Rules?

So that we can offer you the best deals on your flights, many of the tickets we sell have restrictions. In other words, the cheaper the fare, the more restrictive the flight. Once you have selected your flight, you can see the specific restrictions attached by clicking on the Terms and Conditions

Can I book with German Travel Centre if I'm not a UK resident?

Yes, E-ticket bookings may be made by anyone as long as they have a valid credit/debit card as their form of payment. Please be aware that all our flight prices are quoted in GBP (Great British Pounds – £ – Sterling). What is ATOL? ATOL – Air Travel Organisers Licencing Managed by the Civil Aviation Authority (CAA), ATOL is the Government’s licensing and financial protection scheme for air holidays and packages sold by tour operators and travel organisers in the UK. It does not apply to the purchase of stand-alone flights. With over 28 million people covered, ATOL is the UK’s biggest holiday protection scheme. ATOL protects you from losing your money or being stranded abroad. It does this by carrying out financial checks on the firms it licenses, and requiring them to lodge a financial guarantee, or bond, which can be called upon to assist customers if the firm goes out of business. For example if your tour operator were to go out of business, the CAA will make a refund to you or, if you’re abroad, they’ll arrange for you to finish your holiday and fly home. You can find out more about ATOL and the CAA by visiting their site:

Can I request assistance at the airport?

If you want the airport to provide a wheelchair or a motorised buggy to transport you from check-in to the boarding gate, please let us know at the time of booking your travel arrangements, or at least one day before you are due to travel. We will try our best to ensure that the airport provides this service for you.  

What should I do if I make a mistake on my booking?

Please contact us immediately via e-mail on with clear description of the mistake and we will advise what we can do.

How do I know my booking is confirmed?

We will send you an e-mail advising you that your booking has been confirmed, you will also recieve an invoice with your flight details and passengers number booked. Please make sure you meet deadlines for deposit, balance and Passenger Information, failure to meet these deadline can result in the cancellation of your booking with no refund.

What are "cookies"?

A cookie is a piece of information about the user that a website can send to your web browser, which may then store it on your computer system. With the use of cookies, we can better serve you when you visit our site again. Should you prefer, you can edit your browser options to block them in future.

What does non-refundable mean?

Non-refundable means just that. If you need to cancel or modify your flight, you will not be eligible for a refund for the ticket(s) you have already purchased. If you decide to cancel your non-changeable, non-refundable ticket, you can request a refund of your taxes with our call centre who can action any applicable refund upon receipt of your email, written instructions or telephone call to cancel.