What's my vehicle type?
Adults (12+)
Children (2-11)
Infants (under 2)

Frequently Asked Questions

Before You Travel

Do I need travel insurance?

We strongly recommend taking out a suitable travel insurance policy as soon as possible after making a booking. Travel insurance should be arranged for everyone travelling, including infants and children.

With all insurance policies, terms and conditions apply and we advise carefully checking that you will be adequately covered for all parts of your trip, including any connecting flights.

C. I. Travel Group are working in partnership with Cherry Godfrey, bringing you the opportunity to purchase travel insurance for a one-off trip or an annual multi-trip policy. Even though there is a reciprocal health agreement in place between Jersey and the UK this does not cover the costs of repatriation. From 1st January 2023 a new reciprocal agreement for healthcare will start between the UK and the Bailiwick of Guernsey, until this point there is no such agreement in place. Taking out holiday insurance should be a vital part of your holiday plans. Please visit our Travel Insurance page for more information.

What does my holiday price include?

Details of what is included will be shown on your booking confirmation, including room type and board basis (if applicable), the dates and times of your flights or ferries, and any optional extras you have chosen to add.

Cabin baggage is included with all flights. Hold baggage is included in all flights operated by Blue Islands, and is offered as an optional extra for all other airlines. Baggage inclusions will be clearly shown in the holiday search results.

Ferry foot passengers are permitted 25kg of personal baggage. There is no free baggage allowance for infants under 3 years of age travelling at no charge. If you are travelling with your car on the ferry, there is no restriction to the amount of baggage you can bring.

Other services such as spa treatments, activities, internet access and parking charges are not included unless specifically stated.

Financial protection through either ATOL or ABTA, depending on your holiday type, is included in the final price of your holiday.

What do I do if I have not received my booking confirmation?

Please let us know if you have not received your email confirmation within 24 hours of making your booking and we will re-send by email or if preferred by post. It is important to contact us as soon as possible to ensure that the holiday is booked and any issues can be rectified immediately.

Confirmations sent by post may take longer than 48 hours to arrive, dependent upon your local post deliveries.

How do I change or cancel my holiday?

To cancel a booking or make an amendment please contact us. We require confirmation of cancellation in writing from the lead passenger, and may ask the same of an amendment in certain circumstances. Cancellation charges are detailed in our booking conditions and amendment fees may apply.

What will it cost to cancel my holiday?

Cancellation terms vary dependent on the date of cancellation and how far in advance of your holiday this is. All cancellations are required in writing and the cancellation will not take effect until this has been received by us. Please refer to our booking conditions for more details.

Can I upgrade my room?

Many properties offer upgraded accommodation categories for a supplement. Please see the website or ask one of our customer service agents by emailing enquiries@citravelgroup.com or by phone on 01534 496650 for which options are available at your preferred property.

How do I change my contact details?

If your address, email address or telephone number has changed, please let us know in writing at enquiries@citravelgroup.com or by phone on 01534 496650 so that we can update your file. It is important to keep your contact details up to date to ensure that you receive all relevant communications relating to your booking.

How do I request special assistance?

If you require assistance through the airport or ferry terminal please let us know at the time of booking, with details of your exact requirements, and this will be arranged for you in advance of travel.

If you have not booked assistance at the time of booking, this can be added to your booking by calling 01534 496650. We are required to advise airlines of assistance requirements at least 72 hours prior to the departure time.

Are transfers included in the price of my holiday?

Transfers are not included in the price of your holiday. When you book a package holiday (accommodation and travel together) these can be added during the booking process.

Shared transfers are by shared coach and unfortunately not suitable for passengers with mobility issues, such as difficulty climbing steps.

Private transfers are by taxi. If you have mobility difficulties and require an adapted vehicle please contact us directly.

Transfers, unfortunately, cannot be added to travel only or accommodation only bookings.

There are usually regular taxis outside the arrivals hall at the airport and at the ferry terminal. There are also regular buses serving the airport, however these buses will not visit all parts of the island and may require changes at stops, therefore it is important to plan and check your route in advance.

Alternatively, a hire car can be booked through us with our partner Europcar.

How do I receive my travel documents?

Your confirmation and invoice is all that is required to travel and no tickets are issued.

You will usually receive this by email within 4 hours of making your booking and in any case not more than 24 hours after making your booking.

Postal confirmations and invoices may take longer, however are sent to you on the same day the booking is made.

If you are travelling by easyJet or Jet2 you will need to check-in online and print your boarding passes. This can be completed from 30 days prior to your departure date for easyJet, and 28 days prior for Jet2. We recommend checking in as early as possible. If you are unable to print your boarding passes, please call us on 01534 496650 and we will print them for you and send to you by post. Online check in is also available for British Airways, Blue Islands and Aer Lingus but this is not obligatory and you may also check in at the airport.

What do I do if I have not received my confirmation and invoice?

If you have not received your confirmation and invoice within 48 hours of making your booking please advise us immediately, and we will arrange to have them re-sent.

How do I find my booking reference?

Your booking reference is shown at the top right hand side of your confirmation invoice, and is a 6 digit number preceded by the letters ‘JT’. If you book online the booking reference is also displayed on the confirmation page.

If you are using your booking reference to retrieve your booking online, please note that you should enter the numbers only and not include ‘JT’ at the beginning.

If you are unable to locate your booking reference please contact us on 01534 496650 or by emailing enquiries@citravelgroup.com with your name, travel date and destination.

Why have I received an ATOL protection certificate?

If you have made a booking for a flight, or a flight packaged with accommodation and / or car hire, you will receive an ATOL certificate with your confirmation and invoice.

ATOL stands for Air Travel Organisers’ Licence. It is a government-run financial protection scheme operated by the Civil Aviation Authority.

By law, every UK travel company selling air holidays and flights is required to hold an ATOL. If a travel company with an ATOL ceases trading, the scheme protects customers who have booked holidays with them, ensuring they do not get stranded or lose money.

For further information visit www.caa.co.uk/atol-protection.

Do I need to provide advance passenger information?

We do not require advance passenger information for JerseyTravel bookings. This information is collected at the airports / ferry terminal if required on check-in.

Will I need to pay any additional fees at the airport?

Norwich Airport levies a stand-alone fee, payable directly to the airport before you pass through security. Payment machines are located in the check-in areas of the airport and both cash and credit/debit cards are accepted. For more detailed information about the fees and how to pay please visit Jersey Holidays From Norwich.

Can I book accommodation only?

Yes, you can book accommodation only with JerseyTravel. When searching online, select this option before clicking ‘check availability’. If you are making your booking by telephone, simply advise the customer services team member that you wish to book accommodation only.

Can I book travel only?

Yes, you can book travel only with JerseyTravel. When searching online, select the ‘travel only’ option before clicking ‘check availability’. If you are making your booking by telephone, simply advise the customer services team member that you wish to book travel only.

How do I let you know about my dietary requirements?

The majority of the properties we feature are accustomed to welcoming guests with dietary requirements. Please let us know at the time of booking and we will pass on the information to ensure they are prepared.

Can I take my dog on holiday to Jersey?

You can take your dog on the ferry to Jersey and there are many dog friendly accommodation providers. Please visit Travelling to Jersey by sea with dogs for further information on travelling with your dog. All accommodation pages state whether dogs are accepted in each property.

How do I contact you?

You can contact Jerseytravel by phone on 01534 496650, by email at enquiries@citravelgroup.com or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

You can also visit our offices at Heron House in St Peter, Jersey during our opening hours.

 

Your Flights & Ferries

What documents do I need to check in?

You will be required to produce your booking confirmation and valid photographic ID for all passengers to check-in at both the airport and harbour. For travel by air, this can be a valid passport, photographic EU or Swiss Identity card, photographic driving licence, Armed forces ID card, police warrant car / badge. For ferry travel, valid photographic ID can be a passport, student ID card, Armed forces ID card, CitizenCard, photographic disabled badge, firearms certificate, or photographic driving licence.

Can I increase my baggage weight allowance on the flight?

It is not usually possible to increase the hold baggage weight allowance on flights, however in extenuating circumstances (for example if medical equipment is required) please contact us and we will endeavour to help.

What do I do if my baggage is damaged or missing?

In the unlikely event that your suitcase is damaged or lost during the flight, this must be reported to ground staff in the arrival airport before you leave the airport. They will assist in filling out a PIR form for damaged baggage, or offer advice regarding the return of lost baggage. Unfortunately any damage or loss not reported at the time of arrival will not be compensated for.

What do I do if I miss my flight or ferry?

If you miss your flight or ferry you must advise Jerseytravel as soon as possible so that we can assist you in booking a new journey. Please note that in the majority of instances this would be at the passenger’s own cost.

Where transfers are not provided, it is your responsibility to ensure you arrive at the airport or ferry terminal to check-in your baggage and pass through security in ample time to board. Once checked-in it is also your responsibility to monitor flight or ferry announcements and information screens and to proceed to your departure gate by the specified time.

What do I do if my flight or ferry is delayed?

Once you have checked in with your airline or ferry operator, they are your point of contact for up to date information relating to your travel departure.

Adverse weather conditions can result in delays and diversions and even cancellations of some services. Transport may also be delayed or cancelled due to technical problems or force majeure.

Except where this leads to a significant alteration to contracted services, we will not be liable for any loss or expense incurred, or obligated to refund any payment for unused accommodation or services at your destination.

Should your travel be delayed or cancelled, we recommend that you have sufficient funds to obtain additional meals and accommodation. These costs may be covered by your travel insurance, which is strongly recommended.

All flights from the UK to Jersey are classed as short-haul flights and if you are delayed by more than 2 hours may be entitled to care and assistance from the airline which may be in the form of food and drink, assistance with communication, accommodation (if delayed overnight) and transport.

Further guidance on flight delays, cancellations and your rights can be found at www.caa.co.uk/flight-delays.

What is my baggage allowance?

Cabin baggage is included with all flights. Hold baggage is included in all flights operated by Blue Islands and is offered as an optional extra for all other airlines. Baggage inclusions will be clearly shown in the holiday search results.

For further details on individual airline cabin bag and hold baggage allowances, please visit travel information. and select the relevant airline.

Can I select my seats?

Seats can be pre-selected for flights at an additional cost when you complete your online check-in. Online check-in is available for all flights except some flights from Humberside, Teesside and Norwich. If your invoice shows a flight reference, online check-in is available.

How do I print my boarding pass?

Online check-in is available for all flights except some flights from, Humberside, Teesside and Norwich. If your invoice shows a flight reference, online check-in is available. Visit online check-in and select the relevant airline. You will need your airline booking reference and name of the lead passenger.

Boarding passes for flights where online check-in is unavailable and for ferry travel are issued at time of check-in and cannot be printed in advance.

Standard ferry travel seating is unallocated and you may select your preferred seats in the standard cabin areas when you board. Upgrades to Horizon Lounge or Club Class seats are available at an additional charge either during the initial booking or by calling us on 01534 496650 after you have made your booking.

Do I need a passport?

We advise you to travel with a current valid passport for all passengers travelling if you hold them, including children and infants. However, you can also travel to Jersey from the UK with current valid authority issued photographic identification such as a driving licence, bus pass or disabled badge. Children under the age of 16 years are not formally required to have identification if travelling with a parent or guardian.

If you plan to visit France during your stay passports will be required.

What is the check in time for my flight?

Check-in opens from 2 hours prior to the scheduled departure time and the minimum check-in time for all flights is 1 hour prior to departure. We strongly advise checking in no later than 1 ½ hours prior to departure to allow for any delays that may occur at the check-in desk and whilst passing through security.

If your flight is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.

What is the check in time for my ferry?

The latest check-in time if you are travelling with a car is 1 hour before the scheduled departure and 40 minutes for foot passengers. We strongly advise checking in 1 ½ hours prior if you have a car and 1 hour prior for foot passengers.

If your ferry is delayed, you are still required to check-in no later than 1 hour prior to the originally scheduled departure time.

How do I find my airline or ferry reference?

Your airline or ferry reference is found on your confirmation invoice in the top right corner, indicated by ‘Flight / Ferry locator reference’. Please note that this is a different number to your booking reference.

Can I book seats with extra leg room?

Exit seats on all aircraft have extra leg room. These can be pre-booked at an additional charge and providing you have no mobility issues. Please call 01534 496650 and we can arrange this for you.

 

On Your Holiday

What do I do if I need help or have a complaint during my holiday?

In most cases your hotel reception should also be able to offer assistance, depending on the circumstances. If you require further assistance please call us directly on 01534 496650 and our team will endeavour to put things right during your stay.

What time will my coach transfer pick me up?

If you have pre-booked shared transfers, your return pick-up will depart from your accommodation between 2 and 2½ hours prior to the flight or ferry departure time shown on your booking confirmation.

If you have pre-booked private transfers, your return pick-up will depart from your accommodation 2 hours prior to the flight or ferry departure time shown on your booking confirmation.

For either shared or private transfers you should be ready and waiting in your hotel reception or just outside with all of your luggage at least 10 minutes prior to the earliest collection time.

If your shared transfer has not arrived 1 ½ hours prior to your departure you should contact Tantivy Blue Coach Tours on 01534 706706 or for out of hours 07797 750099. For transfers from the Norfolk Hotel or Villa Nova please contact Waverley Coaches on 01534 758360. If your private transfer has not arrived by 1 hour 45 minutes prior to departure you should contact Domino Cabs on 01534 747047.

If you have transfers booked and no longer require them please let us know so that we can advise the provider not to wait for you.

For further information please visit Transfer Information.

Is there parking at my hotel?

Parking arrangements vary for all accommodation. Individual parking information is stated on each property web page or call 01534 496650 for further information.

How do I pay for public parking?

Public parking is available in St Helier either in designated car parks or in specific on street areas.

Many multi-storey car parks are long stay, however there are also short stay (shopper) car parks and on street parking that have a strict time limit.

Payment in the majority of car parks or on-street designated areas is made by paycard or PayByPhone app. For further information relating to charges, restrictions, paycards and the app please visit www.gov.je/parking.

Paycards cannot be used in Sand Street car park in St Helier. A number plate recognition and pay on return system is used. For more information please visit www.gov.je/sandstreetparking. Alternatively the PayByPhone app can also be used in Sand Street car park.

Some out of town car parks are free to park either during winter (November to March) or throughout the year. Where parking is chargeable there will be clear signage to indicate this.

Some parking areas, particularly outside of St. Helier, are designated 'disc zones' where parking is free of charge for a specified amount of time, but a parking disc showing your time of arrival must be displayed. Parking discs cost £2 and are available from all Parish Halls, the Parking Control Office in Sand Street car park, and from Les Quennevais Sports Centre reception. You can find out more about Parking discs here.

To view live multi-storey car parking availability please visit www.gov.je/carparkspaces.

UK issued disabled badges are valid for use in Jersey.

What do I need to hire a car?

You must have held a full driver’s licence for more than one year and the licence must not have more than 9 points of endorsement. You must be between 25 and 85 years of age to hire a car in Jersey.

The paper counterpart to the photocard driving licence is no longer valid. UK driving licence holders will therefore need to use ‘Share Driving Licence’, the online service from the DVLA, for validation of their driving record and this needs to be undertaken 72 hours prior to collecting your car. Please visit car hire instructions for more information.

There may be age restrictions (under 30 years or over 80 years) for specific groups of cars, the maximum age to rent a car is 85 years old. Please call us on 01534 496650 to check current restrictions.

What is included in the cost of my hire car?

When you book a hire car with Europcar through Jerseytravel, unlimited mileage, third party liability insurance, collision damage waiver (excess £1000), licences, fees and delivery/collection charges are included.

You will be required to pay for a half tank of petrol upon collecting the car and you do not need to put any petrol in the car prior to returning it to Europcar. Refunds for unused petrol are not given.

Optional extras are available such as collision damage excess waiver, extra drivers, baby seats and booster seats can also be arranged at an additional charge.

Full information costs for optional extras can be found on our handy car Hire Instructions.

What currency do I need?

The currency used in Jersey is pound sterling. We do have our own bank notes and coins, including £1 notes, however Bank of England, Bank of Scotland and States of Guernsey notes and coins are all accepted as legal tender.

States of Jersey notes and coins are not legal tender in the UK but are a legal currency. Therefore we advise swapping your Jersey currency to English pounds before you leave.

What is included in my board basis?

Board basis inclusion varies. Generally inclusions are as follows:

  • Self-catering or Room Only: Food and drink is not included
  • Bed and breakfast: Breakfast is included each morning at the hotel. The majority of hotels include a full English breakfast however some hotels only include a continental option. This is specified on each individual hotel page
  • Half board: Breakfast is included each morning and dinner usually served in the main restaurant is included each evening.

Are there buses/taxis?

There are regular buses covering much of the island and this service is operated by Liberty Bus. All buses travel to and from the main bus station in St Helier. Further information, maps and timetables can be found at www.libertybus.je. Buses are charged at a flat fee (per person, per single journey) of £2.70 when you pay in cash or £2.25 if you use contactless card payment.

Hop on Hop off bus passes for multi-journeys can be purchased. For more information please visit www.libertybus.je/explore-jersey.

There are many taxi companies operating in Jersey. There is a public taxi rank at both the airport and harbour, and at the weighbridge in St Helier. Private hire cabs are also available to be pre-booked and can be arranged by your hotel or telephoned directly. Please note that at peak times (Friday and Saturday nights, or during workday rush-hour) there may be limited availability and pre-booking is advisable.

 

When You Get Back

How do I make a complaint?

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier) and our representative or our local office immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at the address shown on your confirmation giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as our representative or local office without delay. If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you are in resort and this may affect your rights. Please also refer to our booking conditions point 3 relating to ABTA.

How do I make an insurance claim?

Should you need to make an insurance claim, please retain any associated paperwork or receipts related to the claim (for example a police report, receipt of payment from a medical centre or additional travel expenses in the case of a missed flight) and in the first instance contact your travel insurer. We are able to provide duplicates of original confirmations if required.

 

Payments

What deposit do I pay?

Deposit requirements vary depending on the type of booking you are making.

Some bookings made more than 8 weeks in advance of your departure date require a deposit of £100.00 per person. Some flights or accommodation require full pre-payment at time of booking. You will always be advised of the deposit amount during your booking process.

Deposits in any instance are non-refundable in the event of you cancelling your booking.

If your booking is being made within 8 weeks of departure, full pre-payment is required at the time of booking.

When do I pay the balance?

The balance of your holiday is due no later than 8 weeks prior to your departure date. If the balance is not paid in time we may cancel your travel arrangements and retain your deposit.

How do I pay for my holiday?

Payment can be made by major credit or debit card or by cheque made payable to C. I. Travel Group. There is no charge for paying by debit card, credit card or cheque.

Balance payments can be made online using our secure portal at manage my booking or by calling us on 01534 496650. You will need your booking reference, postcode and name of the lead passenger.

Please do not send card details by email or other messaging platforms.

Will I be sent a reminder to pay the balance of my holiday?

We will send a balance due reminder by email approximately one week before your balance is due.

 

Other

How do I subscribe / unsubscribe from your newsletter?

You can subscribe to our email newsletter by completing the form on the homepage, by emailing marketing@citravelgroup.com, calling 01534 496650 or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

To unsubscribe, please contact us by one of the above mentioned methods or by clicking on the ‘unsubscribe’ link in one of our marketing emails that has been sent to you.

All newsletter unsubscribes requested via the unsubscribe link in an email are immediate. All other methods are actioned within 1 working day.

What does ABTA stand for?

ABTA stands for the Association of British Travel Agents.

C. I. Travel Group is a member of ABTA, meaning that you have the benefit of ABTA's assistance and Code of Conduct. Many of the travel arrangements that we sell are protected in case of the financial failure of the travel company.

For further information visit financial protection.

What does ATOL stand for?

ATOL stands for Air Travel Organisers’ Licence. It is a government-run financial protection scheme operated by the Civil Aviation Authority.

By law, every UK travel company selling air holidays and flights is required to hold an ATOL. If a travel company with ATOL ceases trading, the scheme protects customers who have booked holidays with them, ensuring they do not get stranded or lose money.

ATOL covers all bookings made that include a flight, or a flight packaged with accommodation and / or car hire.

If your holiday is covered by ATOL, you will receive an ATOL certificate with your confirmation and invoice. If you believe you should have received an ATOL certificate and have not, please contact us on 01534 496650.

For further information visit www.caa.co.uk/atol-protection.

Can I buy a voucher?

Yes, vouchers can be purchased for any amount and can be redeemed against any Jerseytravel booking. Vouchers are valid for one year from the date of purchase.

Please visit gift vouchers for more information or contact us by phone on 01534 496650, email enquiries@citravelgroup.com or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW.

You can also visit our offices at Heron House in St Peter, Jersey during our opening hours.

How do I redeem a voucher?

To redeem a voucher simply contact us by phone on 01534 496650, email enquiries@citravelgroup.com or in writing c/o C. I. Travel Group, Heron House, Jersey Airport JE1 1BW or by visiting our offices. You will need your voucher number and details of the holiday you would like to book.

You will also be required to send in the original copy of your voucher.

Can I use a voucher for another product?

Vouchers can be redeemed against any of our products and tailor-made breaks. Vouchers are non-refundable and have no cash alternative.