Travel Information

Passport and Visa Information

If you're travelling on an international flight, you’ll need a passport or an equivalent travel document that is valid for the full duration of your trip. Your children will also need their own passports, even infants under two years.

Some countries additionally require that the passport is valid for a minimum period beyond your trip, usually three or six months. Click here to visit the IATA Travel Centre to check the passport validity requirements of your destination.

Depending on your nationality and the purpose of your journey, you may need a visa or an equivalent form of authorisation for every country you enter as part of your journey — even if you are only connecting from one flight to another. This is in addition to a valid passport. Click here to view further information on visa requirements.

The Foreign and Commonwealth Travel Advice Unit provides information about visa requirements and also provides contact details for relevant embassies. Visit: Alternatively, e-mail, telephone the Foreign Office Travel Advice Unit on 0845 850 2829 or ask your Personal Assistant.


Health and Insurance

All clients are responsible for ensuring that they conform to health regulations of the countries they are visiting and, where necessary, have the required vaccinations and documentation. We strongly recommend checking with your doctor for the required vaccines in specific areas. More advice can be found here

We strongly recommend adequate travel insurance for all elements of your booking.  It is strongly advised that you purchase insurance that covers all activities you intend on participating in during your trip.

For up to date travel advice issued for your destination, please visit for further information.


Frequently Asked Questions


Q. Is my personal information protected?

We take full responsibility for ensuring that proper security measures are in place to protect your information. When you make a booking with us, you agree to us using and disclosing that information to enable us to process your booking, which will include the information being passed on to our third party suppliers (such as hoteliers and airlines), wherever they may be based, and may involve sending your information to countries that do not have an equal level of privacy legislation to that in the UK.


Q. How can I change or amend my name on my invoice or booking?

For any incorrect spellings on your travel documentation, please contact our Travel Consultants immediately.


Q. Can I make a change to my booking?

Once a booking has been made, we will do our best to make changes but it is not always possible and there might be a charge. Please contact our travel consultants for further information.


Q. Can I add extras to my booking?

To make your stay extra special (or for celebrations such as a birthday or anniversary), Untold Story Travel can arrange special touches for your arrival or during your stay, such as wine, Champagne, flowers or chocolates. Please contact your Travel Consultant for further information and prices.


Q. What is the luggage allowance on my flight?

Airlines measure your luggage allowance in one of two ways: either by weight or by the piece system. The details of both systems listed below are to be used as a guideline only, as allowances may vary from airline to airline:

Weight: The weight allowance depends on your class of travel:

Economy or Premium Economy/World Traveller Plus – 20 kg per person

Business/Club Class – 30 kg per person

First Class – 40 kg per person.

Piece System: The piece system is based on the number of items of luggage that you are allowed to check-in.


Q. What payment methods do you accept?

Deposit payment is by debit or credit card when you book. We accept Barclaycard, Visa, Access, Mastercard and American Express.


Q. What if I wish to cancel my holiday?

All cancellations must be made in writing. We are unable to accept verbal cancellations. Please contact us on +44(0)776 284 8888 or email us at for advice on cancellations. Please note all cancellations incur a cancellation charge.


Q. My flight was delayed – can I claim compensation?

In the unlikely event of a delay caused by a non-force majeure incident, responsibility for arrangements for meals, overnight accommodation etc will rest with the airline. Under EU law you have rights, in some circumstances, to a refund and/or compensation from your airline in cases of denied boarding, cancellation or delay of flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. If your airline does not comply with these rules, you should contact the Civil Aviation Authority on 0300 303 2800 /