FAQs
On this page
Booking holiday packages
Mileage Plus Program
Pricing, payments and penalties
Issues, errors and support
Find answers to questions commonly asked about United Vacations along with links to additional material you might find helpful.
Booking holiday packages
Q: How do I find the best holiday deals?
A: This is the single most asked question and at the same time the most difficult to answer. One way to find the best holiday deal is to check out Hot Deals to review the latest holiday deals.
You can also use the tips below to search for the best holiday price.
Plan your holiday as far in advance as possible.
Compare midweek and weekend departure prices.
Price morning departures and late departures to get a feel for off-peak pricing.
Price a holiday with a weekend stay over.
If you are flexible, take your holiday during non-peak times.
Q: How do I make my holiday reservations online?
A: United Vacations enables you to search for flight and hotel availability, create your travel itinerary, email an itinerary and confirm a reservation by using www.unitedvacations.co.uk. Start your search in the Book your holiday today! panel on the home page. You can also use the My Account section to retrieve and review your online reservation.
To cancel a reservation, contact United Vacations Customer Service (0844 499 0033).
Q: What airlines can I fly?
A: unitedvacations.co.uk enables you to book air travel on United Airlines, Air Canada and bmi flights.
Q: What are promotion codes and how do I use them?
A: United Vacations creates promotion codes to reward you with a specific discount amount, a percent discount and free or discounted items. You receive promotion codes through promotional emails, mailings, faxes, postcards, etc. Type the promotion code in the Promotion Code field in the Book your holiday today! panel.
Q: Why do I need to supply the ages of any child travellers?
A: United Vacations' reservation system uses the child's age to correctly classify the child into the air and hotel components. Each hotel has its own policies regarding children and prices based on age. Using the ages you supply, our system automatically applies the correct policy and prices for each child.
Q. How do I book an infant?
A. According to airline regulations, an “infant” is a child under the age of two. Infants do not require an airline seat and can sit on the lap of an adult traveller while flying (“lap child”). If an infant is travelling with you and you do not purchase a seat for the infant, please contact our Customer Care Centre at 0844 499 0033.
Q. I would like my infant to have his/her own seat. How should I book it?
A. When you search for a holiday package, include the infant when selecting the total number of travellers in the Total # of Travellers (including children) field, and select the infant's age in the Ages of Children field in the holiday search tool on the home page. The web site then includes the infant traveller when searching available travel components.
For infants under the age of 1, please type 1 as the age of the infant.
Q: What do Run of House (ROH) and All-Inclusive mean?
A: Run of House includes the most common or standard type of room category in the hotel, featuring basic amenities. When you select Run of House, you receive a standard hotel room at the time of check-in.
All-Inclusive is a fixed-price package that includes all elements of the holiday. All-Inclusive holidays usually include transportation, accommodations, meals and sometimes sightseeing.
Q: What happens if my flight schedule changes?
A: United Vacations will notify you of all flight schedule changes through your email account. It is always recommended that you check your reservations and flight times a minimum of 24 hours prior to your scheduled departure.
Q: Can I choose my airline seat online?
A: No, at this time, you cannot select your seat online.
Q: How important are the Terms and Conditions?
A: If you purchase a holiday online, you are subject to the Terms and Conditions. The Terms and Conditions are extremely important. They outline United Vacations' policies and procedures. We encourage you to make a copy of the Terms and Conditions and read through them carefully. By confirming your reservation, you acknowledge that you have read and agree to the Terms and Conditions
For more information, click Terms and Conditions at the bottom of any screen.
Q: Do I need travel insurance?
A: Your travel plans are too important to be left unprotected against any unplanned occurrences that may arise before or during your trip. To help guard against the cost of these potential problems, United Vacations offers travel insurance packages.
If you choose to remove the travel insurance and then cancel your holiday before travelling, you are subject to the penalties of United Vacations and its suppliers. United Vacations outlines its penalties in the Terms and Conditions. Click Terms and Conditions at the bottom of any screen to read the Terms and Conditions before making this decision. Your holiday is important to you and United Vacations recommends the travel insurance as a “peace of mind” to protect your holiday investment.
Q: How do I make special room requests?
A: Contact United Vacations Customer Service (0844 499 0033) or email info@unitedvacations.co.uk to make special room requests.
Q: How do I book multiple rooms?
A: To book more than one room, you have several options. Review the list below to see which option best meets your needs.
Use www.unitedvacations.co.uk to make a separate reservation for each room. For the first reservation, indicate the appropriate number of adults and children staying in that room. You can check the hotel information pages for occupancy limits. Complete the entire booking process, including purchase and confirmation. Then, return to the Book your holiday today! panel on the home page to complete the process for each additional room. It is important to start from the beginning of the booking process for each room you book. If all passengers are travelling together, please be sure to choose the same flights and hotel for each reservation.
If you confirm a reservation for one party and then find the hotel is sold out when booking the next room, email us at info@unitedvacations.co.uk or contact United Vacations Customer Service (0844 499 0033). You can also contact United Vacations Customer Service to make special room requests.
United Vacations offers group travel arrangements, with a minimum of 10 adults. To make arrangements for group travel, contact the United Vacations Group Department (0844 499 0008). The Group Department's hours of operation are Monday through Friday 9 a.m. to 5:30 p.m.
Q: How do I plan a holiday to more than one destination?
A: United Vacations offers holiday packages that include more than one destination. For example, in Hawaii, you can visit Lanai, Maui, Kauai, Oahu and Molokai.
At this time, unitedvacations.co.uk allows you to book a holiday package to only one destination. To schedule a multi-destination holiday package, call United Vacations Reservation Call Centre (0844 499 0033). A call centre representative can supply details on available rates and holidays.
Q: How can I get a copy of the confirmed itinerary or my e-travel document?
A: When you confirm an online reservation, the web site automatically sends an email confirmation to the email address you entered on the Checkout screen. In addition, within days of confirming a reservation, United Vacations also sends an e-travel document to the email address you provided. The e-travel document can include confirmation numbers for hotel reservations and car rentals, destination information, dining options, contact information and United Vacations' policies. If you require another e-travel document due to lost email or email address change, contact United Vacations Customer Service (0844 499 0033).
Q: If I make a last minute booking, what do I use for travel documents?
A: When you confirm an online reservation, the web site automatically sends an email confirmation to the email address you entered on the Checkout screen. You can use this email confirmation for last-minute travel.
Q: Do I require a visa to travel?
A: All passengers are required to hold a valid, 10-year British Citizens machine-readable passport. All children, including babies, now require their own machine-readable passport, prior to travelling to the United States.
The majority of British machine-readable passport holders do not normally require a visa to visit the United States providing they
will be in the United States for no more than 90 days
hold a return ticket
have the right of abode in the UK
complete a visa waiver form
Any passenger holding a British passport issued overseas, will be required to obtain a valid United States entry visa.
We strongly recommend that you contact the U.S. Embassy before travel (www.usembassy.org.uk) or call 09055 444 546 (calls charged at £1.30 per minute). Alternatively, see the British Passport Information Service website (www.ukps.gov.uk). Because information can change without notice at any time, United Vacations cannot be responsible for giving correct information. Therefore, it is your responsibility to ensure you have the correct documentation and are eligible to enter the United States.
Q: How do I modify my online reservation?
A: Contact United Vacations' Customer Service (0844 499 0033) to modify your reservation. A Customer Service representative is available to assist you between the hours of 9 AM and 6 PM Monday through Friday.
Q: How do I cancel my online reservation?
A: To cancel a reservation, you contact the Customer Support Centre (0844 499 0033).
Important! Before you cancel a reservation, click Terms and Conditions at the bottom of any screen to see if any cancellation penalties apply and to find out the procedures for requesting a refund.
Q: How do I request a refund?
A: Contact United Vacations Customer Service (0844 499 0033) to cancel your reservation and request a refund.
Mileage Plus® Program
Q: What is the Mileage Plus Program, and how do I become a member?
A: The Mileage Plus Program is United Airlines' award winning frequent flyer program. Once you become a member, you can earn miles by flying on United, United Express, and many other travel suppliers. Go to www.unitedairlines.co.uk to become a member.
Q: Do I earn Mileage Plus miles with my United Vacations package?
A: You can accrue mileage at a supplement for the air portion of your United Vacations package. Please contact United Vacations customer service (0844 499 0033) for further information.
Q: Can I apply my Mileage Plus miles toward a vacation package?
A: You cannot redeem Mileage Plus miles toward the purchase of a United Vacations' package. If you have earned enough Mileage Plus miles, United Vacations suggests that you use your miles towards your flight by calling United Airlines (0845 8417 777). You can then book your accommodation through United Vacations. By booking this way, you can take advantage of your earned Mileage Plus miles for your flights and still receive the special rates and value from United Vacations for the land portion of your vacation.
Pricing, payments and penalties
Q: What methods of payment can I use?
A: unitedvacations.co.uk accepts payment by credit card. We accept Visa, MasterCard and American Express.
Q: What taxes, fees and surcharges do I need to pay?
A: United Vacations includes all taxes, fees and surcharges in all holiday packages. For example, all of the prices that can be found on this site include all of the following taxes:
Airport tax
Fuel surcharges
Security surcharges
UK Government Departure Tax
You can be assured that any price quoted includes all taxes, fees, and surcharges and is the price that you will pay.
Q: Are payments processed on a secure server? How do I know?
A: Yes, all United Vacations payments process through a secure server. You know the server is secure by the little closed lock that appears at the bottom right of the Internet Explorer window. You can also see the "secure" URL displayed briefly on the bottom left of the screen immediately after you click Book This Holiday.
Issues, errors and support
Q: When I try to price or book a holiday online, I receive an error message. What should I do?
A: When you search for or book a holiday package, you may receive an error message. Typically, error messages appear if the system is busy or if there are network communication problems. If you receive an error, attempt the action again in a few minutes or at a time when the system might be less busy.
If you continue to receive an error message after several attempts, email info@unitedvacations.co.uk. Include as much information as you can, including origin and destination cities, travel dates, number of adult and child (ages 1-17) travellers, hotel preference, the specific error message and the step in the process where the message appears. You can also call our customer service department (0844 499 0033) for assistance.
Q: I forgot my password. What do I do?
A: If you forget your password, United Vacations can send you a reminder via email by following the steps below.
1. Click My Account on the bottom of the Book your holiday today! Panel on the home page or click login under My Saved Holidays on the Holiday Package Summary screen. The Login and Register screen opens.
2. Click Have it emailed to you on the right side of the page, under the Forgot your password? heading.
3. Type your email address in the Email Address field and click Email Password. United Vacations emails your login information to the email address you entered when you created your profile or confirmed your reservation.
Q: What are "cookies" and how do I remove them from my computer?
A: Cookies are pieces of information that get stored on your computer when you visit or use various web sites. Cookies are not harmful to your computer; they simply "remember" information.
Although cookies do not harm your computer, it helps the efficiency of your computer if you "clean" or remove your computer's cookies periodically.
Follow the steps below to remove all Internet cookies from Microsoft Internet Explorer.
Note: If you do not use Microsoft Internet Explorer, you may need to use different steps to remove cookies from your browser application.
1. Open Microsoft Internet Explorer.
2. Click Tools on the top navigation bar to expand the Tools drop-down menu.
3. Click Internet Options at the bottom of the Tools drop-down menu. Your computer defaults to open the Internet Options dialog box and displays the General tab.
4. On the General tab, click Delete Cookies in the Temporary Internet files group box. Microsoft Internet Explorer automatically displays a pop-up box to confirm that you want to delete the Internet cookies. Click OK.
5. Click OK to close the Internet Options dialog box.
Q: My computer uses a pop-up blocker. Will this affect how I use unitedvacations.co.uk?
A: A "pop-up blocker" is software your computer uses to disable any advertisements or windows that may appear when you use the Internet. unitedvacations.co.uk uses some pop-ups to provide additional information and to allow you to email travel itineraries. However, you can still confirm reservations, even if your computer uses a pop-up blocker.
As a general rule, if you click an item in unitedvacations.co.uk and the item does not appear, your computer's pop-up blocker may be preventing the item from displaying. You may want to temporarily disable the blocker, so you can see the missing item.
Q: Who do I contact if I need support or personal assistance?
A: For assistance, email info@unitedvacations.co.uk or contact United Vacations Customer Service (0844 499 0033).
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