I haven’t received confirmation of my booking.

Please check the email address that you provided for your booking.  Please also check the junk folder as the confirmation email may have been placed there.  Please allow 24 hours for delivery of your booking confirmation.  If you still haven’t received it after that, please use the Contact Us page to let us know.

The details on my confirmation or e-ticket are incorrect.

Please Contact Us immediately.

Can I check-in online?

With most airlines you can check-in online but not always.  Details of how and when to check-in should be included in your e-ticket documentation but if you are unsure please Contact Us.

For some airlines it is essential to check-in online otherwise a large fee is payable for check-in at the airport.  So please check the details of your e-ticket documentation carefully.

I’m unable to check-in on the Ryanair website.

If you have pre purchased seats you can check-in between 30 days and up to 2 hours before the scheduled flight departure time.  If you haven't purchased seats you can check-in between 7 days and up to 2 hours before the scheduled flight departure time. You need to use the login details provided on your booking confirmation. PLEASE NOTE IT IS IMPORTANT TO USE THE E-MAIL ADDRESS AND INFORMATION PROVIDED AND NOT ANY ALTERNATIVE ADDRESS YOU MAY HOLD when trying to log into the airlines Manage Your Trips section, this information can be found on the booking paperwork under the flight voucher section.

Why did I get a Confirmation of Check-in document instead of a boarding pass when I checked in online?

With some airlines and holiday destinations you’ll get a Confirmation of Check-in document, which you'll need to print at home, instead of the usual boarding pass.  This is because of the different regulations for these airlines/destinations.

If you've got a Confirmation of Check-in document, it means you're checked-in, with your seat numbers and baggage confirmed. However, you'll need to go to one of the Airline bag drop desks when you get to the airport to swap your Confirmation of Check-in document for boarding passes. You'll need the boarding pass when you go through security.
If you can't print the confirmation of check-in document, please go to the Airline bag drop desk when you arrive at the airport, and you'll be given your boarding passes.

What is an e-ticket?

An e-ticket is a PDF document that we'll email you before you travel. You'll need to print it off and take it with you to check in for your flights there and back.

Your e-ticket is the only ticket you need to travel - you won't receive a paper ticket.

When will I receive my ticket?

You'll get your e-ticket by email 4 to 5 weeks before your holiday, if you gave us your email address when you booked.

Late bookings

If you book your holiday more than 2 weeks but less than 6 weeks before travel, we'll email your e-ticket to you within 72 hours of booking. For bookings made 14 days or less before travel, your booking confirmation will double up as your e-ticket.

How will I receive my car hire voucher?

Your car hire voucher will either be sent with your e-ticket or as part of your confirmation documentation.  Please check these and if you still don’t find the voucher then Contact Us.

How do I make Cancellations and Amendments?

If you wish to change any details of your holiday or wish to cancel, please Contact Us immediately.  You will be notified of any fees applicable to carry out the amendment or cancellation in advance of it taking place and these are available to view in our Terms and Conditions.

How do I make payments?

Please LOGIN to manage your booking.  You can pay the balance of your holiday off at any time but if you don’t pay the requested balances by each balance due date then your booking may be cancelled without refund of any payments already made.  For security purposes we do not retain any information relating to your payment details.  Therefore each balance payment requires you to enter your card details.  Credit and debit card charges are non-refundable.  JourneyJigsaw Limited do not accept payment by cheque.

Is my money protected if you or one of my holiday suppliers goes bust?


Your money is paid directly into a Travel Trust Association (TTA) trust account and, in ordinary circumstances, we can’t touch it until you return from your holiday.  Sometimes, in order to pay certain suppliers up front, we take out additional insurances to release some of the funds early.  In either case your money is 100% guaranteed safe in the unlikely event of supplier failure or failure of JourneyJigsaw Limited.

For Flight-Plus bookings you are also protected under the ATOL scheme.  Our ATOL number is T7593.

Please visit our Terms and Conditions for further details on this.

Is it safe to travel to Egypt?

The Foreign and Commonwealth Office (FCO) are advising that the tourist resorts of Sharm el Sheikh, Hurghada and Marsa Alam are safe to travel to and business is operating as usual.
The FCO are advising against all but essential travel to Cairo, Alexander, Luxor and Suez.
For further information please see www.gov.uk/foreign-travel-advice/egypt.
Amendments can be made via the manage your booking section on our website. Until the FCO advise it's unsafe to travel any amendments you make to your booking will incur charges.

I am unable to book a flight without accommodation.

In order to keep our holiday prices low and competitive for you, we do not receive commission on most of the flights that we sell but we do incur fees for selling flights.  If we were to sell flights on their own we would often lose money on them and therefore we cannot offer this service at present.  If for any reason your flight is cancelled, please Contact Us so we can rebook it for you.

Do you price match?

At present we cannot provide a price match service.

If you wish to cancel your booking because you have found a cheaper alternative then you will be liable for the cancellation costs described in the Terms and Conditions.