FAQ - Frequently Asked Questions (and answers...)

Before departure, you will receive your sales contract with all the information relating to your trip, in principle 45 days before departure, on the contract for the balance of your stay:

• flight schedule,
• airline,
• flight number ,
• airport check-in time,
• e-ticket number
  Your flight reference (or Amadeus PNR) is made up of numbers and letters, and is located towards the end of the sales contract.

The booking reference and/or e-ticket number are sufficient to check in you and your baggage.

Depending on your departure airport, if you need assistance, please contact

• the CGS counter (in Switzerland),
• Club Med desk (Lyon, Paris, etc.),
• or the airline you have booked with.

NB: if you are travelling with EasyJet, remember from D-30 to check in online, which is compulsory for every flight.

You will find your check-in details on your travel documents, in your Club Med customer account, or directly on the airline's website.

If you do not wish to check in online, most airlines have check-in kiosks in airports.

NB: if you are travelling with a low-cost airline (e.g. EasyJet), you will have to check in online beforehand (available from 30 days before your flight).

To book your holiday as smoothly as possible, please make sure you have all necessary information (names and date of birth) of you and all members of your party as they appear on yours and their passports at hand. The information you provide must be fully accurate to confirm your booking.
If you have stayed with Club Med previously, please use the same membership number.

Yes, we can, on request, offer you travel in Premium Economy, Business and First class to many of our destinations. Contact us on 0844 855 966 or your Club Med Travel Agent to discuss your travel options.

You can find the details of your booking at any time in your Club Med "Member space" on our website, attached to your booking confirmation email, or by contacting us on 0844 855 966 with your booking reference (file number).

Contact us on 0844 855 966 or contact your Club Med travel agent you made the booking with for any modifications. You may be charged for changes to a booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

Contact us on 0844 855 966 or contact your Club Med travel agent you made the booking with for any modifications. You may be charged for changes to a booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

Contact us on 0844 855 966 or contact your Club Med travel agent you made the booking with for any modifications. You may be charged for changes to a booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

As soon as your booking has been validated on our in-house reservation system, you will receive a message, sent to the e-mail address,provided during booking process, giving a detailed account of the package holiday bought.

This message also gives you:
> your file number - to be kept safe and used in all correspondence with our services
> your membership number (or GM number) - please ensure to use the same one for all your bookings so as to credit the related points to your status
> your personal details - we will use these details to send you your sales agreement, your departure notification and your travel itinerary.
> payment summary and the date for payment of the balance still due (for holidays bought more than 56 days before the departure date)
> the Resort, your holiday dates, the length of your stay and the elements making up your package holiday
> the number of people in your party
> a summary of your accommodation details and travel arrangements.
> a breakdown of the activity services and additional services

Yes, you can make a booking on behalf of other travellers. To do so, you will need to provide us with names and date of birth of each person travelling as they appear on their passport.

Contact us on 0844 855 966 or contact your Club Med travel agent you made the booking with for any modifications. You may be charged for changes to a booking. Beforehand, please refer to the Booking Conditions you can find at the bottom of the homepage on our website.

In order to guarantee your safety and confidentiality, our Internet site is fitted with the coding protocol SSL (Secure Socket Layer).

When data is transferred, your bank details, along with all the information entered into our different forms, are automatically coded. They will be decoded only once they arrive on our server.

SSL is today the most widely used protocol and one of the best for making transactions safer.

Payments are processed through our provider Ogone, Club Med at no time has any access to your credit card details.

You can pay for your package holiday by credit cards, and for any remaining balance also by bank transfer. Our Geneva Agency also accepts cash payments.

We accept Visa, MasterCard and American Express. We will not charge any transaction fee on payments made by credit card, including American Express.

Only credit cards are accepted if you are booking your holiday online on our website.

For further information regarding forms of payment, please contact our travel advisors on 0844 855 966 or your Travel Agent.

Comprehensive Travel Protection from CHF XX per person. Be covered for the activities included in your Club Med holiday by purchasing our Optional Travel Insurance "Ecran Total" by Europ Assistance. Children under 2 are covered free of charge when travelling with an insured adult. Club Med Holiday Insurance offers travel protection that you may need for your overseas trip, providing you with peace of mind.

Key Benefits:

- Emergency medical expenses and repratiation - up to CHF XX
- Personal Luggage - up to CHF XX - Luggage - up to CHF XX
- Additional Travel and accommodation costs - up to CHF XX per trip
- Unavoidable Cancellation, Abandonment or Curtailment - up to the full invoice costs.
- Money (cash up to CHF XX) and passport - up to CHF XX
- Hospital daily benefit - up to CHF XX

Europ Assistance is one of the leading names in travel insurance providing comprehensive cover for travellers throughout the world for over 40 years.

Airfare or airline change/cancellation fees and other portions of your holiday not booked through Club Med are not covered by this policy. This purchase is non-refundable. Club Med Optional Travel Insurance by Europ Assistance is not available for group booking

For coverage questions and more information, please contact our sales team on 0844 855 966.

To get to our Resorts, depending on your destination, Club Med offers you flights with various secure airlines.

TRAVEL FROM SWITZERLAND:
Club Med works in partnership with several schedule, charter and low-cost airlines to offer you the best possible travel options.
Travel arrangements offered for your package holiday are made many months in advance. Flight schedule, as well as transfer and flight durations are provisional and subject to change. A confirmed itinerary will be sent to you or your Travel Agent with your travel documents within approximately 30 days prior departure.
Flight schedules may change up to the point of departure. Should you arrive late or depart early due to flight schedules, Club Med will not offer compensation to you as long the number of nights spent in the Resort corresponds to your booking. In the event of any changes prior to departure, we reserve the right to change carriers, aircrafts and airport if necessary. Where a flight is described as direct, this means that no change of aircraft is necessary. Stops may be made en route for refueling or to pick up/set down passengers. We do not however provide details of such stops where applicable.

In accordance with the EU Regulation 2111/2005, we are required to advise you of the actual carrier operating your flight/connecting flight. We do this by listing carriers to be used or likely to be used to form your package holiday as follows: Aegean Airlines, Aer Lingus, Air Asia, Air Berlin, Air France, Air Malta, Air Mauritius, Alitalia, American Airlines, Austrian Airways, Bahamas Air, British Airways, Cathay Pacific, Delta Airlines, Easy Jet, El Al, Emirates, Flybe, German Wings, Iberia, KLM, Lufthansa, Monarch Airlines, Pegasus, Qantas, Qatar Airwyas, Royal Air Maroc, Singapore Airlines, SN Brussels Airlines, Sri Lankan Airlines, Swiss International Airlines, TAP Air Portugal, Thai Airways, Thomas Cook Airlines, Thomson Airways, Titan Airways, Transavia, Tunisair, Turkish Airlines, United Airlines, US Airways, Virgin Atlantic, Virgin Blue, Volareweb, Vueling.

FLIGHTS CHARTERED BY CLUB MED :
Club Med sometimes does itself charter planes. Chartered flights are likely to be scheduled with morning departures or late arrivals. In case your flight schedule is not available upon confirmation of your package holiday, you will be given your specific times as soon as we hear from the airline companies. In the event of a timetable modification, we will do all we can to inform you as quickly as possible. To serve you best, it is important that the details you leave with our sales agents or in our registered travel agencies are up to date and/or will allow us to contact you directly and personally if necessary and as quickly as possible. We try our best to send you along the most direct route. Nevertheless, access to some of our resorts, given their location, can require flights with stopovers or a change of plane and or airport.

TAILOR MADE HOLIDAYS AND UPGRADES
We would be happy to arrange your itenerary with flights and duration of stay tailored to your requirements. We have very good negotiated rates in Premium Economy, Business and First Class cabins to most of our destinations. We can arrange an upgrade for your at extra cost.

THE BAGGAGE ALLOWANCE:
is specified on your Sales Agreement (confirmation voucher). We ask you to stay within these limits; Club Med will not pay any excess baggage charges incurred.

IN THE ARRIVAL AIRPORT
A Club Med representative is available to inform and help you and guide you towards the transfer bus.

AIRPORT TRANSFERS
to and from the resort are included in the "holiday + transport" Package. This is one of the most practical ways to travel. Transfer times shown in the Resort pages do not include the time needed to complete all formalities (police, baggage collection, customs...).

FOR YOUR CONNECTING FLIGHT, we advise you to leave at least 3 hours for a connecting flight in the same airport.

INDEPENDENT TRAVEL ARRANGEMENTS:
if you are arranging your connecting flights to connect with flights arranged by Club Med, you should allow plenty of time in the event of unforseen delays or late change of schedule, airport or terminal changes on the date of departure. We strongly recommend that your independent travel arrangements are flexible to allow for any changes if necessary. If you have booked your own flights independently, check-in time at the resorts will vary from 3pm to 5pm.

Please note: Club Med will not be held responsible for any consequences or extra costs should there be any any delay or cancellation of your flight or other travel arrangements made by you. Check-out time is usually 10am depending on the Resort regardless of your departure time so you will be asked to vacate your room(s) by this time. Day rooms may be on offer, but subject to availability/cost and should be arranged locally with the reception. If you check-in immediately after a night flight this would normally count as one night's accommodation. You are responsible for your itinerary and no transfer to/from the Resort are included if you choose to travel independently, except if added at extra cost during your booking, where available.

Club Med has always guaranteed you total peace of mind on holiday.

Your children get a taste of freedom and you spend some time not having to think about practical problems, your mind free of all worries.

On a day-to-day basis, these values unique to Club Med result in the G.O® being able to really listen. They know how to engender mutual complicity and trust between their young G.M®. At the same time, all the children stay close to their parents and are free to see them whenever they want during the day.

The G.Os are responsible for the children within the opening times of Baby Club Med*, Petit Club Med* or Mini Club Med and as long as the parents or guardian have duly filled in the registration books to them, where next to their signature they must specify what time they are leaving their child, what time they will pick her/him up and where/how they can be contacted.

For the Baby Club Med* and the Petit Club Med*
This register also serves as a communication booklet. So the parents or guardian can advise about the meals preferences, nappies sizes and number of changes, sleep patterns, etc for their child and can, if necessary, on this book, pass on their comments or recommendations.

For the Mini Club Med
When the register has been signed on arriving, the G.O® give the child of 4 to 7 years old a bracelet clearly indicating they belong to the Mini Club Med. Club Med Resorts offering Juniors' Club Med supervision welcome juniors from 11 to 13 years old all year round and 14/17 year olds during the school holiday periods. They are only in the charge of the G.O® during the activities organised for them and offered on an "as you please" basis and are in no way supervised constantly.

Club Med is doing its best to put safety measures in place to protect everyone. Nevertheless, we ask you to keep a permanent eye on your children when they are not doing a supervised activity and are, in particular, around the swimming pool, even if monitored, or on the beach.

In our resorts, freedom and respect for others take precedence over everything.
You are therefore 100 % free to either take part or not in the different activities and events organised by the G.O. team.