Help - Frequently Asked Questions
If you cannot find an answer to your enquiry here, please email us on info@live2escape.com and we'll respond as soon as possible. Alternatively you can call us on +44 28 3026 9909.
Problems with website
I clicked on a link, which is supposed to open in a new window but it doesn't. What's happening?I clicked a link in your links page, but the website comes up as cannot be displayed?There's an information window telling me I need to download the Macromedia Flash plugin? Passport Information
What is a machine-readable passport?Are all passports machine-readable?USA Specific
What is the procedure for entry into the U.S.?My child is on my passport. I was advised that this was valid for travel until my child reaches 16, or the passport expires but with the new US regulations do I need a new passport for my child?What is the Visa Waiver Program?Visa Waiver Program - Participating CountriesWho is Eligible to Travel Visa Free? Airline
Where can I find the airline's contact details so I can re-confirm my flights?What aircraft type am I flying on?Can I make a special request i.e. seating, extra legroom, special meals or assistance at the airport?How do I find out which terminal my flight is due to depart from?What extras might I have to pay?How flexible is my ticket? Luggage & Check-in
Do additional security checks at the airport affect Flight Times?What time should I be at the airport before my flight?What is my baggage allowance?Can I bring sporting equipment with me on my flight?Can handbags, rucksacks or camera cases be taken on board as well?Can I take a portable CD or Cassette player as hand luggage?Will I be able to carry things that I need for my young child?Are electrical items or aerosols allowed in hold luggage?Are cameras, camcorders, mobile phones, portable game players or laptops allowed in the cabin?Should fragile or valuable items be stored in hold luggage?How is wedding attire transported?Will the hand luggage requirements detailed above be the same for the return flight?Will the check-in queues be longer?What extra security procedures are in place?What should I remember for check in? Insurance
Do I need travel insurance cover?How do I make a claim on my insurance policy?Why would I want an annual multi-trip insurance policy? Hotels
Is the rate quoted per person or per room basis?What are the contact details for my hotel?What if I want to book more than one room?What if I want a specific room type or particular view?How do I request extra beds in the room?Are there any meals included in the hotel rate?What extras are included in the price of the room?Can I make changes to my existing hotel reservation?I have called the hotel and was advised there is no record of my reservation. What do I do now? Holidays
What if I cannot find the holiday I am looking for or I have seen an offer which I now cannot find?Do I have to pay more if I am travelling alone?What if I want to make a change to my holiday? Brochure & Holiday Enquiries
How can I order a brochure?When is a certain brochure out?How do I know my booking has been confirmed?Do you tailor-make holidays? Feedback
What if I want to give you some feedback? Problems with website
I clicked on a link, which is supposed to open in a new window but it doesn't. What's happening?
Most web browsers now feature pop-up blocking software; this could be blocking the launch of the new window. In Internet explorer, you may see an information bar along the top of the browser window when a pop-up is blocked. Clicking this bar will allow you to enable pop-ups for this site.
Some anti-virus software, third party web browser toolbars and anti-spy ware software now include pop-up blocking facilities. For these products or for other web browser software, please consult the help documentation for details about allowing pop-ups or disabling this feature.
I clicked a link in your links page, but the website comes up as cannot be displayed?
The hyperlinks provided in the links section are to external websites we feel may be of value to you. Unfortunately we cannot guarantee they will always be available, they may experience downtime or other difficulties preventing them being displayed.
There's an information window telling me I need to download the Macromedia Flash plugin?
Some of the multimedia content on the site is designed using Macromedia Flash 8.0. For this to work in your browser, you need to have the Macromedia Flash plugin installed. See here for more information and download: www.macromedia.com/software/flashplayer/
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Passport Information
What is a machine-readable passport?
A machine-readable passport has the holder's personal details
Name
Date Of Birth
Nationality
Passport Number (lines of text at the base of the photo page)
All of this text must be clearly readable by a machine e.g.
LINE 1: P COUNTRY LAST NAME << FIRST NAME < MIDDLE NAME <<<<<
LINE 2: PASSPORT NUMBER COUNTRY DOB<<<<<<<<<<<<<<<<<<<<<<
Are all passports machine-readable?
Not necessarily. The majority of passports issued by the Passport Offices, which represent over 90% of all passports in circulation, are machine-readable and holders of such passports are therefore not affected by the new U.S. requirements.
For more information for UK Passports, click here
For Irish Passports, click here
USA Specific
What is the procedure for entry into the U.S.?
All airports in the United States of America have reviewed their security procedures. The US Immigration Department has updated its policy on passengers entering the United States current Visa Waiver Programme. This allows for travel to the United States for up to 90 days without a visa for tourist or business purposes.
My child is on my passport. I was advised that this was valid for travel until my child reaches 16, or the passport expires but with the new US regulations do I need a new passport for my child?
Yes. You should obtain a new passport for your child. As machine readable passports typically have bio data for only one traveller in the machine readable zone, children will therefore require their own individual passports in order to travel visa free under the Visa Waiver Program. The alternative is to apply for a US visa for your child.
What is the Visa Waiver Program?
The Visa Waiver Program (VWP) enables citizens of participating countries to travel to the U.S. for tourism or business for 90 days or less without obtaining a U.S. visa. The VWP is administered by the Attorney General in consultation with the Secretary of State. The VWP was created by an act of Congress as a pilot program in 1986 and implemented in 1988. Congress passed legislation to make the program permanent in October 2000, and the President signed the legislation on October 30, 2000.
Visa Waiver Program - Participating Countries
Andorra, Australia, Austria, Belgium, Brunei, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Japan, Liechtenstein, Luxembourg, Monaco, the Netherlands, New Zealand, Norway, Portugal, San Marino, Singapore, Slovenia, Spain, Sweden, Switzerland, the United Kingdom** **
The United Kingdom refers only to British citizens who have the unrestricted right of permanent abode in the United Kingdom (England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man); it does not refer to British overseas citizens, British dependent territories' citizens, or citizens of British Commonwealth countries.
Who is Eligible to Travel Visa Free?
NOTE: Representatives of the foreign press, radio, film or other information media require a non-immigrant Media (I) visa and cannot travel to the U.S. using the visa waiver program.
The requirements for visa-free travel using the Visa Waiver Program are that the individual must be:
A citizen of one of the countries named above, travelling on a machine-readable, unexpired national or EU passport. Passports issued on or after October 26, 2005, by Visa Waiver Program countries must include a digital photo, or the traveller will be required to get a visa.
- Travelling for business, pleasure or transit only;
- Staying in the U.S. for 90 days or less;
- if entering the U.S. by air or sea;
- is holding a return or onward ticket;
- entering the U.S. aboard an air or sea carrier that has agreed to participate in the program;
(Note: privately-owned or official aircraft or vessels do not meet this requirement. Travellers must apply for visas to enter the U.S. on privately-owned aircraft of vessels.)
- in possession of a completed Form I-94W obtainable from airline and shipping companies. - or, if entering the U.S. by land from Canada or Mexico,
- in possession of a completed Form I-94W, issued by the immigration authorities at the port of entry.
- a $7.00 fee, payable in U.S. dollars only, must be paid at the port of entry if entering by land.
Some travellers are not eligible by law to enter the U.S. using the Visa Waiver Program. These include people with certain serious communicable illnesses, criminal record/s, previous exclusion or deportation from the U.S. and those who have previously violated their status using the Visa Waiver Program.
NOTE: Any person who has overstayed the 90-day authorized stay for whatever reason, is no longer eligible to travel on the VWP. Visitors admitted to the United States under the VWP may remain for a maximum of 90 days. This 90-day period cannot be extended nor is an adjustment of status to a different category permitted, no matter how compelling or legitimate the circumstances. Additionally, anyone who is denied entry to the U.S. for any reason by U.S. immigration officers, or has been unlawfully present in the U.S. previously, is no longer eligible to travel visa-free on the VWP. Such travellers must apply for visas. Persons in this category who attempt to travel visa-free will be refused entry into the U.S. If any of these conditions apply to you, or if you have previously been refused a visa, please call the Visa Information Service for information and to make an appointment to apply for a visa before making your travel arrangements.
Visa free travel does not include those who plan to study, work or remain more than 90 days. Those travellers need visas. If a U.S. immigration officer believes that a visa-free traveller is going to study or work or stay longer than 90 days, the officer will refuse to admit the traveller. No appeal is possible.
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Airline
Where can I find the airline's contact details so I can re-confirm my flights?
All information concerning your flight itinery will be included in your confirmation itinery, which will be included with your tickets.
What aircraft type am I flying on?
You will be advised what type of aircraft you are travelling on when you are making your booking.
Can I make a special request i.e. seating, extra legroom, special meals or assistance at the airport?
If you have any special requirements or service requests, please notify us when you book or contact us by email info@live2escape.com or by calling +4420 30269909, quoting your booking reference number. Your requests will be sent to the airline who will make all attempts to facilitate your needs. Buttercrane Travel is not in a position to guarantee any requests as these will be subject to availability and airline operational procedures.
How do I find out which terminal my flight is due to depart from?
All information will be on your confirmation invoice, which will be included with your tickets. This can be confirmed by checking the airline flight schedule upon arrival at the airport.
What extras might I have to pay?
Extra charges may be imposed in addition to the price quoted. Any relevant charges will be quoted at the time of booking.
How flexible is my ticket?
The flexibility of a ticket is determined by the airline you are travelling with and on the fare purchased. Tickets are typically issued on a non-refundable / non-changeable basis unless otherwise stated. If the Airline does permit a change, an administration fee may be incurred and can only be made after departure directly with the airlines. Please contact us if you would like to check the terms and conditions of your ticket.
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Luggage & Check-in
Do additional security checks at the airport affect Flight Times?
All flights are operate to the normal 'on time' performance levels and no major delays are expected.
What time should I be at the airport before my flight?
We recommend for all long haul destinations that you present yourself at check-in 3 hours prior to departure. Please consult the advice on your flight booking details for confirmation on your chosen flight / carrier.
What is my baggage allowance?
A maximum of 20Kg is typically allowed to all other destinations if travelling on a scheduled airline. This does vary from airline to airline with business class passengers having additional allowance, and budget airlines allowing less. Please check your flight ticket for exact details.
Can I bring sporting equipment with me on my flight?
All items of sporting equipment such as golf clubs, skis (with one pair of poles and one pair of boots), rucksacks, sleeping bags, and bicycles will be considered as one piece of luggage. Excess charges may apply. Please check with us at time of booking if you are bringing such items with you on your travel.
Can handbags, rucksacks or camera cases be taken on board as well?
Passengers can carry onboard small items of luggage and small cameras. Will x-ray screening machines harm undeveloped camera film? Since 31st December 2002 all checked in baggage must be screened for explosive material. This screening requires the use of x-rays, which can affect photographic film before development.
We would advise passengers to transport all photographic film in their hand luggage. Hand luggage is also subject to x-ray scanning at security check-points however passengers should ask for the film to be searched by hand. It is therefore ideal that the film is placed in an easily removable separate bag inside your hand luggage.
The following films are particularly at risk of being damaged by x-ray screening:
Film rated at ASA/ISO 800 or higher, and x-ray, scientific, sheet, large format, medical, motion picture and professional film.
Most standard film is usually ASA/ISO 100 - 200, but even these may be affected if they are repeatedly checked by x-ray. One way to avoid problems is to get exposed films developed locally on your holiday.
Can I take a portable CD or Cassette player as hand luggage?
Only if it can be carried within hand luggage and it does not exceed the specified weight constraints. Use of such players during the flight is subject to restrictions so please check with a member of Airline Staff at the time of check-in.
Will I be able to carry things that I need for my young child?
Yes, however, these should be accommodated within the one piece of hand luggage.
Are electrical items or aerosols allowed in hold luggage?
As these items are generally not required for during a journey they can be placed within hold luggage. We recommend that they are carefully packed in the centre of the case wrapped in something to protect them.
Are cameras, camcorders, mobile phones, portable game players or laptops allowed in the cabin?
Yes, these items can be taken in the cabin. Cameras should have films rewound to avoid the pictures already taken being ruined as they may be subject to inspection. All electronic equipment may be subject to x-ray examination. Mobile phones should be switched off at all times.
Should fragile or valuable items be stored in hold luggage?
No, these should be packed in hand luggage. If this is not possible, please consider whether it is essential to take the items. If items are placed in hold luggage, it is unlikely you will be covered by any travel insurance and equally we will not be able to accept any liability.
How is wedding attire transported?
Whatever will be worn on the big day, it should be carried as part of the hold baggage allowance. Please check baggage allowance if travelling with an airline other than Virgin Atlantic. For Virgin Atlantic travel we highly recommend, that any garments are packed in a separate hard suitcase, which will be placed in the hold. We would suggest placing layers of white non-acidic tissue paper between the folds of each article of clothing to help prevent creasing. The check-in staff will be happy to label the case as fragile to ensure safe carriage from the UK to the onward destination. Virgin Atlantic are precluded from hanging garments in the cabin as the CAA state that this would impede an emergency exit.
Will the hand luggage requirements detailed above be the same for the return flight?
Yes.
Will the check-in queues be longer?
The check-in shouldn't take any longer than usual, however the security screening process may take longer, that is why we ask customers to check-in earlier.
What extra security procedures are in place?
The security checks at airports around the world have increased considerably. Expect suitcases to be scanned before check-in, hand luggage X-rayed and manually searched, and a further security check at the boarding gate. These checks vary day to day and airport to airport.
What should I remember for check in?
You should check in at a timely manner.
You should have the correct travel documents with you in an accessible manner.
You should have very little hand luggage.
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Insurance
Do I need travel insurance cover?
It is advisable that when booking that fully comprehensive insurance is purchased also to cover the entire travel period. Click here for further information and apply for a quote.
How do I make a claim on my insurance policy?
All details are provided on booking conditions document. If you have not received this please contact us.
Why would I want an annual multi-trip insurance policy?
If you travel throughout the year on a number of trips, there is an ideal policy for you.
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Hotels
Is the rate quoted per person or per room basis?
Unless otherwise stated hotel prices shown are per person, based on two people sharing a twin or double room.
What are the contact details for my hotel?
All contact details for your hotel will be included on your itinery once you have completed the booking.
What if I want to book more than one room?
Buttercrane Travel will allow you to book several rooms. Some hotels will "group" the booking of rooms into a single booking. It can vary so please contact us for verification.
What if I want a specific room type or particular view?
It is important that you specify your room preferences and or requirements at the time of booking your hotel. We will do our very best to provide this for you. However we cannot guarantee this and all requests are at the hotels discretion.
How do I request extra beds in the room?
Please specify your requirements at the time of booking your hotel. We do our very best to provide this for you. However we cannot guarantee this, and all requests are at the discretion of the hotel. Some hotels apply a charge for extra beds.
Are there any meals included in the hotel rate?
Typically hotels do not include meals in the hotel rate. Please check at the time of booking for further clarification.
What extras are included in the price of the room?
Taxes are normally included in the price of the room.
Can I make changes to my existing hotel reservation?
Changes can be made to hotel reservations but an administration charge may be applied if such a request is made.
I have called the hotel and was advised there is no record of my reservation. What do I do now?
The reason for this is that we supply the guest list to the hotels 24 hours prior to commencement of stay. If you would like to confirm that the reservation has been confirmed, please contact us directly.
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Holidays
What if I cannot find the holiday I am looking for or I have seen an offer which I now cannot find?
We have designed our website to allow you to discover your holiday effortlessly. Our holidays are continuously being changed and updated with the best possible pricing. A lot of holidays are booked every minute and availability can change very quickly. In the event that your holiday is no longer available we will strive to find you a suitable alternative which is flexible with your dates. We always have a range of competitively priced deals. Some offers are date specific and may not be available due to demand.
Do I have to pay more if I am travelling alone?
Operators can offer single supplements but this can be restricted to certain accommodations. Please contact us and we can advise you if there is a single supplement rate for your chosen holiday.
What if I want to make a change to my holiday?
Changes may not be permitted depending on the tour operator & many weeks before you are due to depart. Please contact us and we can advise what changed may or may not be possible.
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Brochure & Holiday Enquiries
How can I order a brochure?
You can fill in a brochure request form online.
When is a certain brochure out?
Specific brochure launch dates will be confirmed when we determine the dates. However if you have a particular holiday in mind please tell us about it completing the brochure request form online.
How do I know my booking has been confirmed?
At the end of the booking you will be allocated a booking reference number. Please print the page or write down the reference number. Shortly afterwards you will receive a confirmation e-mail as long as the e-mail address you have entered is correct. A few days later you will receive a confirmation invoice in the post.
Do you tailor-make holidays?
Yes. We can tailor a holiday for you. Please call +44 28 3026 609 and one of our travel team will be glad to help you. Or click here to tailor make your own package ---- links to chase
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What if I want to give you some feedback?
We value all feedback as it helps us improve the service we provide to you. All feedback should be sent to info@live2escape.com.
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Can't find what you are looking for?
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