FAQ

Car Hire

 
What does CDW mean?
Loss/collision damage waiver is a waiver of all your financial responsibilities (*Subject to excess charges in some countries) for loss or damage to the rental vehicle, including theft, providing none of the terms and conditions or conditions of the rental agreement are violated. Please note that this is a waiver and not an insured item.
IS THERE AN EXTRA CHARGE FOR ADDITIONAL DRIVERS?
Our rates are for the named driver only. In most locations you can add extra drivers. There is normally a charge for this, which is paid locally and is non refundable. Each location is different so cost will vary. Prices will vary from 4.00 euros per day in Europe up to 20.00USD per day in the USA and are subject to change.

IN US ONLY
In the USA you can purchase an upgrade, allowing for an additional drivers and a free tank of fuel. This can be booked at the time of your reservation

To obtain costs for an extra driver you will need to contact Darrell James Travel on 0208 911 8889

 I HAVE POINTS ON MY DRIVERS LICENSE, CAN I STILL HIRE A CAR?
This does not mean that you cannot hire a vehicle but as policies vary depending on the rental company and country of hire. It’s always best to check that the supplier will accept a booking with endorsements by contacting Darrell James Travel on 0208 911 8889
 CAN I REQUEST SPECIAL EQUIPMENT ON A CAR HIRE?
If you would like to make a request for special equipment (e.g. child seat, snow chains) please call Darrell James Travel on 0208 911 8889. They will assist you in submitting such requests to your car supplier.

Please note: special equipment, even when requested with the supplier prior to the start of your rental period, can not be guaranteed. If however, available at the time of your rental pick up additional charges will apply – these are payable locally.

– IS THERE A CAR HIRE MAXIMUM AGE RESTRICTION?
There are very few locations, which have an upper age limit. These can vary from the age of 60 upwards. If you are over the age of 60 it’s always best to check as some of our suppliers will ask the more experienced driver to produce a letter from the doctor stating they are able to drive. In addition, a letter may be necessary from their insurers detailing any accidents they have put in a claim for.

If you fail to check and you are over the age limit you may not be given the car.

– DO YOU CATER TO DISABLED DRIVERS?
We are happy to help with any special needs you may have.

Our most common request is for Hand Controls. These can be requested from the car supplier prior to travel.
Please note that only certain vehicles can be adapted so we will need to contact the supplier Prior to making a booking to find out which vehicle we should reserve for you.

Please note: Advance notice is required at all locations. At major airport locations, 24 hours advance notice is required provided the request is received between 8:00AM and 2:00 PM Monday through Friday. At other locations, a 48 hour advance notice is required.

Please try and give us as much advance notice as possible to ensure we are able to give you the best service possible.
For assistance please contact us

– WHAT IS AN EXCESS CHARGE?
Although our rates are fully inclusive of all insurances there is always an excess to pay. This means in the event of accident/damage or theft you (the driver) will be expected to pay the first part of the claim. This can vary depending on the car you hire and the destination you are traveling to.

– IF I DON’T HAVE A CREDIT CARD FOR MY CAR HIRE CAN SOMEONE ELSE IN MY PARTY LEAVE THEIRS
The lead driver must have his/her own credit card and he/she will be required to leave an IMPRINT of the card for the duration of the rental as a deposit of the vehicle.

If you (the driver) do not have your own credit card then you will not be able to rent the vehicle. There are no exceptions to this rule.

WHAT IS A CAR ONE-WAY DROP?
Car hires are usually picked up and dropped off at the same location in the same city. However, you can pick up in one location and drop off in another. This is known as a One-way rental and additional charges may apply.
– HOW DO I KNOW IF I NEED AN INTERNATIONAL DRIVERS PERMIT?
If your licence is written in Roman Script
If your licence is written in Roman Script (e.g. English, French German etc) you do not need an International Drivers Permit, a valid Driving Licence is sufficient.

However, some countries do require licences written in Roman Script to hold an International Drivers Permit. An example of this is Dubai.

If you are unsure if you need an International Drivers permit please check with one of the driving organisations such as the AA or RAC.

British Licence Holders
If you have the new photo id licence you MUST take the paper counterpart as well. If you do not present both the card and the counterpart you will not get the vehicle.

If your licence is written in NON Roman Script
If your licence is written in Arabic, Chinese, Russian or any ‘picture’ script then you will need to obtain an international drivers permit BEFORE you travel from your country of residence. This CANNOT be obtained in the UK.

– WILL I GET THE EXACT CAR I SAW ON THE WEBSITE?
Reservations are made by car category only. This means that you will get either the car you see when making the booking or a similar car. Similar means similar seating capacity, engine size and luggage space.
– IS THERE AN EXTRA CHARGE IF I WANT TO PICK UP MY CAR OUTSIDE THE USUAL OFFICE HOURS OF OPERATION?
Some locations may charge you for this service.

This information is held in the Terms and Conditions and can be viewed in the booking process.

After you have reserved your car and added your contact details you will be asked to click a box to tell us you have read and agree to the terms and conditions. Please make sure you read these PRIOR to confirming your booking.

+ IS THERE A CAR HIRE MINIMUM AGE RESTRICTION?
– WHAT DOCUMENTS DO I NEED TO TAKE WITH ME TO COLLECT MY CAR HIRE?
Please make sure you take your pre-paid voucher with you.

This has your booking details on it and this is how the rental supplier knows you have pre-paid us for the vehicle and helps avoid delays at the rental counter. This also has the address of where you will pick up your car. This is important if you are picking up at a location other than the airport.

A full, clean*, valid driving licence is required for all drivers. The licence must be valid at the time of rental and remain valid throughout the rental period.

* no endorsements/points.

If your licence is written in Roman Script: (e.g. English, French German etc.) You do not need an International Drivers Permit, a valid Driving Licence is sufficient.

However, some countries do require licences written in Roman Script to hold an International Drivers Permit. An example of this is Dubai.

If you are unsure if you need an International Drivers permit please check with one of the driving organizations such as the AA or RAC.

British Licence Holders: If you have the new photo id licence you MUST take the paper counterpart as well. If you do not present both the card and the counterpart you will not be able to rent your vehicle.

If your licence is written in NON Roman Script: Written in Arabic, Chinese, Russian or any ‘picture’ script then you will need to obtain an international drivers permit BEFORE you travel from your country of residence. This CANNOT be obtained in the UK.

– HOW DO I KNOW WHICH CAR HIRE DESK TO GO TO WHEN I ARRIVE?
Our partners are Alamo, Avis, Budget, Europcar, Auriga Crown,353 Car Rental, Sixt, Dollar and Hertz. Your booking will be made with one of these car hire companies. The name of the car company you are booked with will be on the voucher that is sent to you once you complete and pay for the booking.
IF MY FLIGHT IS DELAYED AND I ARRIVE LATE WILL MY CAR STILL BE THERE?
Most airport locations will remain open to meet incoming customers with advance reservations who have encountered flight delays. This is however NOT guaranteed.

Please make sure you add the flight number when making your booking. Once you have reserved your car and entered your contact details you will be asked for your flight number. We pass this information to the car hire company. Without this information they will not know when you are arriving.

If you are arriving by land or sea
Just leave the section blank if you do not have a flight number.

Contact Us

HOW DO I CONTACT DARRELL JAMES TRAVEL?
Darrell James Travel
46 High Street
Wanstead
London
E11 2RJ
OpeningTimes

Monday 10:00am 6:00pm
Tuesday 10:00am 6:00pm
Wednesday 10:00am 6:00pm
Thursday 10:00am 6:00pm
Friday 10:00am 6:00pm
Saturday 10:00am 6:00pm
Sunday Cloesd

Phone:
0208 911 8889

Email:

mail@darrelljamestravel.co.uk

If you have a booking and it is out of shop hours and it is an emergency then please call 0796 115 6372

 

Flight Baggage

 

– WHAT SHOULD I KNOW ABOUT CHECK IN BAGGAGE?
The most up to date information on airline specific baggage allowances is available via the airlines website.
+ LOW COST CARRIERS BAGGAGE ALLOWANCE?
– WHAT HAPPENS TO MY BAGGAGE IF I FLY WITH MORE THAN ONE AIRLINE TO MY DESTINATION?
You will need to confirm whether you can check your baggage in at your departure airport and collect it at your final destination. This should be possible as long as the airlines you are flying with have an agreement to handle and transfer baggage between their respective flights. This is very important as it will also dictate to what extent the airline will assist you in the event of flight delays or cancellations.

To confirm the airline’s policy you will need to ask the originating airline at your departure airport if your baggage can be checked through to your final destination and will they transfer your baggage to the next, or other, airlines on your itinerary. If they will, you will not have to collect your baggage until you arrive at your destination.

If the airline says no, you will have to claim your baggage from the originating airline at your transit point and re-check it with the next airline.

Please note: If you need to make changes en-route due to cancellations or delays, you will need to take your ticket to the originating airline for assistance.

– GETTING READY FOR YOUR TRIP?
PACKING YOUR BAGS

•You are restricted to one carry-on bag, plus one additional personal item such as a purse, briefcase or laptop. This limit applies to travelers boarding all flights departing from airports for both domestic and international destinations.
•Passengers should also be aware that carry-on bags may be subject to additional screening after passing through the security checkpoint, such as at the gate or other airport check points.
•The maximum size carry-on bag for most airlines is 45 linear inches (the total of the height, width, and depth of the bag). Anything larger must be checked.

CARRY-ON BAGGAGE
There has been confusion over what items are acceptable and restricted from carry-on bags. Those items now considered acceptable to pack in your carry-on baggage include walking canes, nail clippers, safety razors (including disposable razors), tweezers, umbrellas, and eyelash curlers. Needles or syringes for medicinal purposes are permitted, but must have the manufacturers and/or pharmaceutical label attached. If in doubt about an item, the CAA is advising passengers to put the item in checked baggage.

Some items that should go into your carry-on bag:

•valuables, such as jewelry and cash
•critical items, such as medicine, keys, passports
•fragile items such as a camera, eyeglasses
In cases where your baggage might be delayed due to a misrouting, it is wise to put items that you may need during the first 24 hours in a carry-on bag. Such as: toiletries and under garments.

No oversize packages or luggage can be stowed onboard.

Be sensitive to the things you pack in your carry-on luggage. See what items are acceptable: permitted

CHECKED BAGGAGE
If you are going to check your luggage, put a tag on the outside of your baggage with your name, home address, and home and work phone numbers. Put the same information inside each bag, along with a copy of your travel itinerary and an address and telephone number where you can be reached at your destination city. Passengers are now able to check luggage at the ticket counter and curbside at certain airport locations. The FAA has allowed curbside baggage check-in to resume on a limited basis. Contact your carrier directly to confirm availability at your airport.

Getting to the airport…
When you arrive at the airport, CAA restrictions may affect where you can park. For more information, your airport’s web site is another good resource.

You’ll need to allow plenty of time to check in and pass through security. If you’re leaving on a domestic flight, we recommend you get to the airport two hours before your flight is scheduled to depart. If you’re traveling on an international flight, arrive three hours before your scheduled departure time.

Checking in…
CAA rules state that no person without a ticket will be allowed beyond the security checkpoint (however, exceptions will be made for persons meeting disabled parties and individuals meeting minors who are traveling alone). Passengers will need a passport and proof of ticketing to proceed through security to the gate. Proof of ticketing includes: airline tickets or boarding passes for day of travel; or printouts of e-ticket confirmations for day of travel (which must include the airline ticket number).

Be aware that it is not unusual with the new security screening procedures that passengers remove belt buckles, boots or jewelry before passing through security. You might want to consider removing these items and packing them in your carry-on luggage.

Make sure that you get a claim check for every bag that you check. Don’t throw them away until your bags are returned. Not only will you need them if a claim is necessary, but you may need to show them to security upon leaving the baggage-claim area. Don’t leave them in the seat-pocket on the airplane.

Know where your bags are checked. They may be checked to one of your intermediate stops rather than your final destination.

E-tickets
Passengers can still use e-tickets, and these can speed you through the airport if you’re not checking luggage, but you need to be aware of certain changes in check-in and security procedures.

Fliers should bring from home a printout of either the confirmed e-ticket purchase or the itinerary. Please note: The printout must contain the ticket number to allow clearance through security. You can access a printout from the information found under ‘My Bookings’.

Your detailed itinerary information is always available in ‘My Bookings’ which you can access anytime.

Most importantly, because schedule changes may occur prior to or during your travel dates, Darrell james Travel will make every effort possible to contact you by e-mail if your itinerary has changed. Such changes will always be noted in ‘My Bookings’ as well, and we recommend you check there periodically before your trip.

 

Flights

 

– WHAT IS A E-TICKET?
Electronic Tickets (E-Ticket) are maintained within Reservations system and alleviate the necessity of a Paper document being issued. However, due to immigration and security requirements we will issue an E-Ticket Receipt that can be generated via e-mail/fax or manual document (by post).

E-Tickets provides the following customer benefits:

No more lost, misplaced or even stolen tickets
Faster check in – all passenger details are ready and waiting
You can change your flight shortly before departure (subject to availability and charges may apply; you must go to the ticket desk at the airport of departure to confirm any changes)
It’s a more environmentally conscious way of operating, with far less paper being used up

– DO I NEED TO RECONFIRM MY FLIGHT?
While it’s not necessary to reconfirm flights departing from the UK we recommend that you reconfirm all onward and return flights with the airline locally at least 72 hours before the scheduled departure.
– HOW DO I CHECK IN ONLINE?
A number of airlines allow you to check-in on-line for many of their flights which will save you time and make the check-in process at the airport much easier. All you will need is your passport plus flight details and booking references as shown on your invoice/confirmation – the airline reference is noted as the airline record locator and can be found directly beneath the flight details. It is a 6 digit alpha-numeric reference.

Log-on to the airline website’s check-in page to confirm if you are able to check-in on-line for your flight. Some airlines will only permit online check in 48hours prior to departure; variations apply so we recommend that you check the airlines website for their rules.

If you can, then enter the required information and follow the on-screen instructions. As part of this process the airline will provide details of the procedure you should follow at the airport which will vary slightly by airline. However, generally having checked-in on-line you will be able to report to an ‘on-line check-in desk’ or a ‘fast drop baggage point’ where formalities will be completed quickly allowing you to proceed to security.

Once you have finished entering your details and on-line check-in has been confirmed take a print of any further documentation provided including your on-line boarding card, but if for some reason you are unable to take a print don’t worry, simply show your passport and confirmation to the airline at the airport.

– HOW DO I CHECK IN FOR A FLIGHT WITH E-TICKETS?
With some airlines you can use your e-ticket to check-in on-line before you leave for the airport- usually anytime from 24 hours before departure, and this will facilitate completion of formalities at the airport. Alternatively, you will need to check-in at the airline check-in desk or self-service kiosk at the airport.

On-Line Check-in
Air France/KLM Royal Dutch Airlines, British Airways, BMI, Emirates Airlines, Lufthansa, Scandinavian Airlines, Swissair and Virgin Atlantic allow you to check-in on-line for many of their flights which will save you time and make the check-in process at the airport much easier. All you will need is your passport plus flight details and booking references as shown on your invoice/confirmation. Log-on to the airline website’s check-in page to confirm if you are able to check-in on-line for your flight.

If you can, then enter the required information and follow the on-screen instructions. As part of this process the airline will provide details of the procedure you should follow at the airport which will vary slightly by airline. However, generally having checked-in on-line you will be able to report to an ‘on-line check-in desk’ or a ‘fast drop baggage point’ where formalities will be completed quickly allowing you to proceed to security.
Once you have finished entering your details and on-line check-in has been confirmed take a print of any further documentation provided including your on-line boarding card, but if for some reason you are unable to take a print don’t worry, simply show your passport and ebookers confirmation to the airline at the airport.

Check-in at Airport
– at Airline Check-in Desk
You will need to show your invoice/confirmation showing your itinerary and airline record locator (their reference for your booking) at the airline check-in counter, together with your passport. You will then be issued with a boarding card and can proceed to security.
– at Airline Self-Service Kiosk
For some airlines you will be able to use self-service check-in at machines in the concourse area, the information you will be required to input is again all contained on your Invoice/confirmation. You will then be issued with a boarding card and can proceed to security.

– HOW EARLY DO I NEED TO CHECK-IN FOR MY FLIGHT?
How early you need to check-in varies by airline, departure airport and destination. However, the following are general guidelines if you’re checking-in baggage:

•International Flights: check-in at least 3 hours before departure
•European Flights: check-in at least 2 hours before departure
•Domestic Flights (i.e. flights within the same country): check-in at least 90 minutes before departure

NB – If you are travelling to the United States

Advice for travel to United States

Basically, you should aim to be in the departure hall in good time for boarding which usually begins from around an hour before departure so you have to give yourself plenty of time in advance of this to ensure you complete all check-in formalities and security screening. Remember that airport security is extremely thorough and this can cause delays so it is therefore very important to allow sufficient time to check-in and clear security and passport control formalities.
NB. Heathrow Airport is one of the busiest airport’s in the world and we would recommend you always leave extra time when departing from this airport particularly at peak times.

Tips:

•You may also want to allow more time if you’re travelling out of any major airport during peak periods.
•Air France/KLM Royal Dutch Airlines, British Airways, BMI, Emirates Airlines, Lufthansa, Scandinavian Airlines, Swissair and Virgin Atlantic all allow you to check-in on line – this will make it easier to complete formalities at the airport and help to avoid delays.
•A number of airlines also offer self-service kiosks at the airport which again help to make the check-in process quicker and easier.
•Ultimately each airline has its own regulations and so if you need very specific advice we would suggest you contact the airline directly.

– WHY IS THE FLIGHT PRICE DIFFERENT FROM WHEN I LAST CHECKED AVAILABILITY?
Apart from changes that may be made to reflect market conditions, the prices are shown in the currency requested by the user and these are subject to currency fluctuations. Therefore, there may be slight variations in price on a daily basis that will reflect any movement in the currency exchange levels. Once a reservation is booked and confirmed, the currency exchange rate for that booking is fixed.
– WHAT IS THE DIFFERENCE BETWEEN A REFUNDABLE AND NON-REFUNDABLE FARE?
•Non-refundable tickets cannot be refunded i.e. if you are unable to travel you will not receive any refund of monies paid.
•Refundable tickets can be refunded under certain circumstances with any residual value being returned to your credit or debit card. However, please note that you will not receive a refund of the full amount that you paid as in all cases there will be an administration fee to pay and in addition some fares only permit a partial refund of the original amount paid.

If Darrell James Travel has processed a refund for you, it will take, on average, two to three payment cycles to process (about 60-90 days).

Important: Always make sure you are covered by Travel Insurance which in some cases will enable you to recover some of the non-refundable amount.

To determine whether or not your fare is refundable please check the rules and restrictions for your ticket including what penalty fees may be associated with refunding or cancelling it.

If you are unable to locate the fare rules or the system is unable to display your fare rules please contact Darrell James Travel at 0845 833 4050 who will provide that information to you.

Please Note:

•Tickets are non-transferable. Once the booking is made, airlines do not allow passengers to assign tickets to other people or change names on tickets.

– HOW FAR IN ADVANCE CAN I BOOK MY FLIGHT?
You can book a flight up to 11 months in advance.

 

Hotels

 

– WHY IS THE HOTEL PRICE DIFFERENT FROM WHEN I LAST CHECKED AVAILABILITY?
Apart from changes that may be made to reflect market conditions, the prices are shown in the currency requested by the user and these are subject to currency fluctuations. Therefore, there may be slight variations in price on a daily basis that will reflect any movement in the currency exchange levels. Once a reservation is booked and confirmed, the currency exchange rate for that booking is fixed

 

 

Any other questions then please fell free to