• Q. How do I view my booking?
    A.To view your booking, add any extras or make a payment log in using your booking reference, email address and postcode.

  • Q. When will I get my booking confirmation?
    A.A booking confirmation will be automatically sent to you within half an hour of making your booking, if you don’t see it after this time please make sure to check you junk folders.

  • Q. When will I get my tickets?
    A.All e-tickets are sent out 7-14 days prior to your trip departing along with final information.

  • Q. When do I get my damage deposit back?
    A.If you have paid a damage deposit for your trip please note these are returned up to 31 working days after return from the trip. If it has now passed this time it is likely that we do not have the correct sort code or account number for this to be returned, please contact us with your booking reference so we can look in to this further.

  • Q. Can I sell my ticket on if I can no longer travel?
    A.Yes you can make name changes on your booking, please note these are £15 for a city break and £40 for a ski trip. Name changes cannot be made after the balance due date, all requests for changes must be made in writing by the person who made the booking. * All administration fees will be added to the booking and the balance will need to be cleared before any tickets will be sent out.

  • Q. When and how can I allocate my room?
    A.Rooming allocation is done 14 days before travel and you will receive an email from us letting you know when you can log on to manage my booking to allocate your room.

  • Q. What luggage allowance do I have for my trip?
    A.Each passenger is allowed one soft shell main bag and one item of hand luggage that must be stored in the overhead locker or below your seat. Equipment carriage, where available, is limited to one set of skis and boots or Snowboard and boots per passenger. This must be pre-booked and is subject to our standard Carriage charge.

  • Q. Do I need a visa for my trip?
    A.It is each passengers own responsibility to heck if they require a visa for their trip before booking and to make sure they get this visa in plenty of time before they depart. Outgoing accept no responsibility if you cannot travel and have not complied with passport, visa, immigration requirements. Once you have booked and paid for your trip in full you can apply for your visa with the relevant embassy using your booking confirmation and your visa application letter that you can print off from manage my booking.

  • Q. If I cancel can I get a refund?
    A.You can cancel at any time leading up to your trip but you will be subject to the trips cancellation charges which can be found in the terms and conditions. These charges can be anything from loss of deposit up to the full booking cost depending on how soon before the trip you advise you that you wish to cancel.

  • Q. I’ve added some extras to my booking but I am unable to remove them.
    A.If you wish to remove any extras you will need to contact us on 08443 264 264 or email customerservice@outgoing.co.uk please provide your booking reference and which extras you wish to remove and one of our advisors will get back to you advising if there are any admin fee’s to remove the extra you no longer need.