When you book your flight with a hotel you can choose to pay the non-refundable rate or you can pay a little bit extra to make your booking refundable.

We want you to be confident that your trip is right for you. Some of our hotels are on a hill side or have a lot of steps, and this may not always be obvious from our hotel descriptions and images. If you have any mobility needs, require assistance, or want to understand more about a particular destination or hotel - please get in touch with our team before you book.

You need to let us know at time of booking if you or anyone on your booking requires additional assistance (for example, if you or anyone on your booking has difficulty in walking 500 metres).

Please also take a look at our Assisted Travel questions.

When making a booking online, we show whether a local tourist tax is payable. The exchange rate we use to show tourist taxes in pounds can change between the time of booking and time of travel. Tourist taxes can be introduced by local authorities without notice and are also subject to change. They aren’t collected by us, but will be payable locally at your hotel when you arrive. You can find out more about tourist taxes in our ‘While you're away’ help centre section.

If you're receiving an error code when attempting to pay online or your payment just isn't going through when booking double check that your card details have been entered correctly.

If they have and you're still having issues, please try a different card or get in touch with the team who'll be happy to help.

You can add some special requests, such as asking for a ground floor room, or letting us know the trip is for a special occasion, when you make your booking. You can also login to your account to add a request at a later point up to 28 days before you go. If you need something else which doesn’t appear on our list or your trip is within 27 days, please get getting in touch with our team. And if you have any mobility needs, please head to our assisted travel section to find out more. 

We're sorry to hear if something's changed or you've changed your mind about your trip and want to cancel it.

You can cancel your trip online through your account. To get started and find out more log in to your account, using the email address you used to book, and view your booking. You'll see a 'Cancel my booking' button. Simply select this button and follow the steps listed.

Unless we're unable to take you on your trip as planned, for one of the reasons explained in our booking conditions, our usual terms and conditions apply for cancellation. This means the cancellation charges that will apply are based on how close you are to your planned departure date and if you booked a refundable or non-refundable rate. Please see below:

Refundable

Refundable

If you’ve paid extra for a refundable rate you’ll get free cancellation of flights and hotel up to 28 days before you go and hotel changes up to three days before travel without a fee.

If you've booked a refundable rate you can see the change fees in the table below.

If you've already paid more than your new balance, you'll be refunded the difference in price to your original payment method if you’re outside of 28 days. And if your trip costs more after a change of hotel, or a change to your room or board basis or because you've added someone to your booking, you won’t pay a change fee, just the difference in price.

Non-refundable

If you’ve booked our non-refundable rate you won’t be able to cancel your booking for free and any changes you want to make will incur a change fee and you’ll have to pay the difference in price or you’ll get a refund if your new booking is cheaper if you’re outside of 28 days. If you’ve booked a non-refundable rate below are the change fees.

We're sorry, if something went wrong with your trip. If you need a letter from us for an insurance claim you're making, such as proof of no show for your flight, or want to discuss an APD (air passenger duty) refund, please get in touch with our team.

It’s your responsibility to make sure that you and everyone on your booking meets your destination country FCDO entry requirements. If you don’t, it might mean that you can’t go on your trip and you’ll need to pay cancellation charges. Government advice is subject to change at short notice and so you should keep checking the FCDO page for your destination. You can also sign up on the government site for alerts for the country you’re travelling to.

For more information on entry requirements for your destination, please have a look at our passport and visa questions.

It's essential that you have a valid comprehensive travel insurance policy for your trip, and we can't stress enough how important it is to have this. We really recommend you have it in place as soon as you make your booking. That way, you’re protected before you’re due to go, as well as while you're away of course. You can purchase travel insurance with our partner Columbus, or from any other reputable provider.

Remember to take a copy of your policy with you, especially the emergency assistance contact number. We recommend adding it to your mobile phone contacts before travelling and leaving a copy of your travel details with your next of kin or an emergency contact.

On all easyJet flights everyone can bring on board one small under seat bag per person for free, which must fit under the seat in front of you. Such as a small trolley case, handbag, rucksack and laptop bag, but please check the dimensions. There’s no weight limit, but it can't be bigger than 45 x 36 x 20 cm including wheels and handles and we also ask that you’re able to lift and carry your bag yourself.

You can add any additional luggage when you book. Bag prices can be up to 15% cheaper if you add them when you book than if you add them later through your account or the easyJet app.

To bring a large cabin bag on board to be stored in the overhead locker, you have to book and pay for a large cabin bag (max. 56 x 45 x 25 cm, including wheels and handles to fit the overhead locker and max. weight of 15kg, as long as you can lift and carry it yourself). If you want to add large overhead cabin bags, 15kg bags, 23kg bags, or sports equipment, you can do this when you're making your booking or, if you’ve already booked, you can add extra bags or sports equipment on the easyJet website or on the app using your flight reference.

Any bag booking that enables you to bring a large cabin bag on board also entitles you to Speedy Boarding, so you can be amongst the first to board.

If you're unsure about what you can pack in your hand or hold luggage, find out more about restricted and unusual items.

For more information about the passport requirements for your destination, please refer to the UK government website.

It's your responsibility to make sure you have the appropriate passport, visa and other immigration documents required for your trip, and to comply with any health formalities required. Your passport needs to be in good condition and signed. Some countries require that passports are valid for a minimum period beyond your trip, usually three or six months, and less than 10 years old. We don't accept any responsibility if you can't travel because you haven't complied with the passport, visa, and immigration requirements or any or all applicable health requirements.

It’s your responsibility to make sure you meet the criteria for your destination. If you’ve been issued with a European Health Insurance Card (EHIC) before 1 January 2021, this will continue to be valid until the expiry date. If you apply for a card from this date onwards, you'll be issued with a new UK Global Health Insurance Card (GHIC) instead of an EHIC. You can apply for this on the NHS website. Make sure you check the FCDO advice for your destination to see if the EHIC or GHIC is accepted and the entry requirements. 

New border checks with an automated system have been introduced at participating airports across Europe. So, replacing manual passport stamping with the digital recording of your data instead. It means you’ll need to give fingerprints and have your photo taken too. In many countries you’ll be able to use the e-Gates, if those are available. It’ll apply if you’re travelling on a passport issued outside of the EU or Schengen Area and are entering or leaving the Schengen Area, so most people travelling from the UK – you can find out more on the UK government website. And there may be longer queues at border control while this new system is being implemented and as people go through it for the first time.

ETIAS stands for European Travel Information and Authorisation System. And it’s a new travel authorisation for visa-exempt travellers to Europe. It’s not in place yet and applications aren’t live, but you may have seen and heard about its implementation in the last quarter of 2026. You can find out more on the ABTA website. It's your responsibility to make sure you have the appropriate passport, visa and other immigration documents required for your trip.

If you have any assistance requirements at any point of your trip, please log in to your account and fill in the Assisted Travel Request form.

Arrival and departure assistance services are provided by the airport. The services they provide are different at each airport location. It’s important that you get to know for yourself the services that they can provide to check they can meet your needs. Please take a look the airport's website for the most up-to-date information.

Assistance may include help to:

• get from a designated meeting point in the departure airport
• go through customs and security to the boarding gate
• get on board the plane and into your seats
• store your cabin bag or bags
• get off the plane after landing
• retrieve your luggage and any mobility equipment
• take you to a meeting point in the arrival airport.

If you have any other questions or if you need to book airport assistance, you can also get in touch with our team.

We recommend you conduct your own research as to a hotel’s suitability to your own personal needs before making your holiday. But you can always contact us so we can check availability before you book. Our dedicated Assisted Travel team can then contact our hotel suppliers to try to ensure that specific accessibility needs can be met when you travel. These might include:

• a walk-in shower
• a wheelchair accessible room, some features may include grab rails, lowered sink, wider doors
• dietary needs, including allergies and intolerances as well as food for religious faiths and beliefs.

Please note that most hotels have specific room types with these features; and because of this our dedicated team may need to amend your booking to the correct room type. We will not charge any additional admin fees for this, however, if the room type is more expensive there may be an additional amount for you to pay.

If you have any other questions or if you need to book hotel assistance, please log in to your account and fill in the Assisted Travel Request form or get in touch with our team as soon as possible.

At some airports, mainly when you return home, for security reasons you'll need to have a printed boarding pass as the digital one on your phone won’t be enough. You can print this at home before you go away by going to the easyJet website, download one or both of your boarding passes and click on 'print'. Or you can get a printed copy at the airport when you check in and drop your bags. Please check this list or below to find out if you'll need to do this for your destination:

• Cairo Sphinx
• Marrakech

You get Speedy Boarding if you're an easyJet plus member or if you've paid to add a large cabin bag to your booking. Unfortunately, Speedy Boarding cannot be bought separately, and it’s not included if you select an Up Front or Extra Legroom seat either.

If you miss your flight but arrive at the airport no later than two hours after its scheduled departure time, you can transfer to the next available flight by paying a 'rescue fee' for you and everyone on your booking who needs a new flight. If you arrive two hours or more after your flight’s scheduled departure, you’ll have to book a brand new flight.

If you’re in this position, get in touch with our team to discuss it further. Just so you know, you won’t get a refund for any hotel nights you miss because of this. 

If your flight is delayed, re-scheduled or cancelled, you’ll be contacted by easyJet or the easyJet holidays team. 

If one or more of your flights are cancelled before you go, we’ll do our very best to move you on to a suitable alternative flight. If we can’t find one, then unfortunately we’ll cancel your trip and press the button on a refund straight away.

If your return flight is cancelled while you're away, please try not to worry. We’ll do everything possible to help with alternative arrangements whilst you're away to get you home. And we have a dedicated team that'll proactively reach out to you. You can monitor your flight by using our flight tracker.

For information on what to expect in times of disruption or for your rights in case of flight delays, cancellations and denied boarding, please visit this page. Find out more about claiming EC261 compensation and expenses as a result of flight disruption.

Yes, some hotels ask for a refundable deposit when you check in and this is payable when you arrive. If this is the case for your hotel, we’ll always try to let you know in advance. The deposit amount is decided by the hotels directly rather than by us.

And some cities and countries have introduced local tourist taxes or city taxes. Usually these taxes contribute to the local infrastructure and tourism development and are payable locally when checking into your hotel. We show the amount at the time of booking, but it's not payable to us. The amount due varies between countries – and sometimes regions or cities within each country – and is normally dependent on the type and official rating of where you’re staying and how many nights you’re there. Taxes might be payable per person or per room per night.

To find out more about taxes that might apply in your destination, see our handy Tourist Tax guide. This is a guide only [correct at 24 February 2026] and subject to change without notice.

Check-in and check-out times vary for each hotel and are shown to you during the booking process. You’ll usually be able to check in mid-afternoon and leave your room by mid-morning or mid-day on the last day of your trip. Your hotel reception can confirm the times to you when you arrive.

You can make requests for your hotel when booking online. You can select the requests that you’d like to add to your trip - please note that your hotel can’t guarantee that your request will be provided. Or you can add these once you’ve booked by logging in to your account, viewing your booking and following the steps listed.

If the request you’d like to make isn’t on the list you can get in touch with our team to discuss this further.

For hotels featured on our website, we use the official star rating awarded by independent authorities and based on facilities, such as a la carte dining, laundry and ironing services, rather than the level of service you can expect. Just so you know, it’s a complex area and the standards can vary from destination to destination. We advise customers to look at the star rating, our hotel descriptions and customer reviews before making their booking.

You can book a huge range of exciting local tours and experiences through our partner Musement. 

Don’t forget – if you or easyJet cancel or make any changes to your trip, you’ll need to speak to Musement directly about any tours or experiences you've booked. Your tours and experiences won't automatically change or cancel, and easyJet won't be able to help with this. You can do this by:

1. Visiting the dedicated website
2. Giving them a call on +44 191 750 4022
3. Emailing them at support-ej@musement.com

easyJet do not sell or offer any other tours or experiences locally in destinations other than those bookable through Musement. If you wish to book independently whilst you're away, you do this at your own risk.

We’re really sorry if you feel you need to. But if you’ve recently returned and you do, then please fill in our contact form with all the details we ask for and need. We’ll do our best to respond to your complaint within 28 days.

If you're still on your trip, please contact our team and we'll see if we can help you resolve it. It’s important that you give us the earliest opportunity to put any issues right immediately. And because if you only complain once you’ve returned home it may affect your rights under your booking.

If your flight has been delayed or cancelled or you were denied boarding, you might be entitled to compensation if the cause was easyJet’s responsibility. However, if the disruption was caused by weather, industrial action, air traffic control restrictions or other reasons beyond our control, you won’t be eligible for compensation.

To make your claim, please fill in our EC261 compensation claim form.

For compensation related to an issue with anything else related to your trip booking, please see the question above about 'How do I make a complaint?'.

First of all, we're sorry if you experienced a flight disruption. To find out more about what you can claim for, please visit our disruption page. And then to claim back any expenses you may have incurred as a result, you’ll need to complete the Expense claim form. Please make sure you attach receipts which include the correct dates and currency for the items you’re looking to claim back.

You'll be able to add your bank details so that we can organise any refunds directly to your account. To complete the form you'll also need your flight reference number which starts with a ‘K’ and your flight details. These can be found in emails that we’ve previously sent or by viewing your booking in your account. We have a dedicated expenses claims team who are best suited to help if you need any more support with this process.