Booking amendments
Yes, you can amend your booking. Please give us a call on 0330 043 0330 or pop us a message on live chat.
For each change to your booking there is a £25 amendment fee - unless your holiday goes up in price in which case there is no fee.
Yes. A name change is £25 per person. Please give us a call on 0330 043 0330 or pop a message over to us on Live Chat and we'll get this sorted for you.
Booking a holiday
We're experts in LGBTQ+ travel - our job is to keep you safe by only selling holidays to LGBTQ+ safe destinations. Simply tell us what you’re looking for and our friendly travel advisors will find some great ideas to suit you and your budget. Feel free to chat to us online or give us a call on 0330 043 0330 - even if you just need advice on finding the right destination.
Your booking is confirmed as soon as you've made your booking. We'll send you a booking confirmation via e-mail which will include your booking reference.
Please check the email address you provided when you booked as this is where your summary and receipt will be sent. If you don’t receive our email within 24 hours of making your booking, remember to check your junk or spam folder as it could be there.
Once you’ve got it, read over the document carefully, to make sure everything's as it should be. If you spot anything that’s incorrect, get in touch with us straight away so we can sort it out.
If you've booked with us online or through our call centre - we'll have e-mailed your booking confirmation to the e-mail address you provided during the booking process. If you haven't received this within 24 hours - please give us a quick call on 0330 043 0330 or drop us a message on Live Chat.
It's always worth checking your spam or junk folder as it may have been hidden away in there by your e-mail provider.
If you've booked through one of our fabulous travel agent partners then we have sent your booking confirmation to them and they'll forward it on to you. Please get in touch with your travel agent directly if you have any queries in relation to your booking.
The lead passenger needs to be at least 18 when making your booking.
Yes! We can take bookings of up to 9 people through our website. For groups of 10 or more - give our dedicated team a call on 0330 043 0330 and they'll put the perfect package together for you!
Yes. All of our holidays include a shuttle or coach transfer as part of your holiday price.
Yes. All of our holidays include 15kg checked in luggage per person plus the hand luggage allowance of your chosen airline. If you're not sure - give us a quick call on 0330 043 0330 or drop us a message on Live Chat.
Absolutely, we can help you with that. We’re able to pass special requests on to your accommodation, but please bear in mind that we can’t guarantee them. To get the ball rolling, just drop us a message via Live Chat.
We'll handle all of that for you. If you've not made your booking yet it's a good idea to book over the phone with our expert team - just give us a call on 0330 043 0330 and we'll talk you through everything and add on all assistance at the time of booking.
If you've already made your booking - then please give us a call on 0330 043 0330 and we'll add assistance on for you. Please note that you should do this as early as possible as some airlines and airports require assistance requests at different timescales and we want to ensure you have a very smooth trip to your chosen holiday destination.
Cancellation queries
We're sorry to hear you wish to cancel your holiday. Please give us a call on 0330 043 0330 and we'll talk you through your options and cancel your holiday for you.
Your cancellation charge will vary depending on how close to your holiday you are.
If your holiday is more than 10 weeks away then you'll just lose the deposit you've paid. If your travelling within the 10 weeks at the point you cancel your holiday then your cancellation will be on a sliding scale:
| Period before departure in which you notify us | Cancellation charge |
| More than 70 days | Loss of deposit |
| 57-69 days | 30% of the total holiday cost* |
| 42-56 days | 50% of the total holiday cost* |
| 22-41 days | 75% of the total holiday cost* |
| 15-21 days | 90% of the total holiday cost* |
| 14 days or less | 100% of the total holiday cost |
*where the deposit value is higher than the percentage listed here - the cancellation charge will be your deposit value.
If UK government rules mean you need to quarantine on return, our refunds, cancellation and amendments policy will depend on what type of holiday you've booked. Unfortunately, if the changes are related to testing requirements, coming into contact with someone who has tested positive for Covid or testing positive yourself, we are unable to offer a refund. But we can still help you move your holiday to a different date or destination, so get in touch as soon as you can.
Contacting ChilliMix
Our experts (the chilli crew) are on hand for any questions you have. Just give us a call on 0330 043 0330 - we're available 7 days a week from 8am - 10pm. You can also chat to us via Live Chat (just hit the chat icon at the bottom of the website) or e-mail us to chilli.crew@chillimix.co.uk
If the issue is relating to your hotel - please first speak to your hotel reception who will do all they can to help. If you still need help you can:
- speak to us via Booking Chat on the ChilliMix app to speak to our virtual holiday reps (these are real people but are based in the UK rather than in your resort)
- speak to us via Live Chat on the ChilliMix website
- for emergencies you can call our 24/7 emergency helpline on +44(0)161 399 0549
First of all, if you’re unhappy about any aspect of your holiday, we're very sorry that things haven't been as you expected. We want to be able to address your complaint as soon as we can, so please email us at chilli.crew@chillimix.co.uk with as much detail as possible. We must receive your complaint within 28 days of you returning from your holiday.
Please make sure you include your ChilliMix booking reference, departure date and the lead name on the booking, along with information about what went wrong. We’ll then pass it on to the relevant service provider.
We aim to reply to you in full within 28 days but we may need to contact you to gain further details or information to help us investigate and fix your complaint for you.
flights
On some flights you are required to check in online before you travel.
Your chillimix booking confirmation will detail your airline and airline booking reference - it will also tell you whether you need to check in online or check in at the airport. Of course you can always contact us on 0330 043 0330 if you have any queries relating to your flights.
All of our package holidays include checked in luggage of at least 15kg. Some airlines have a higher standard checked in luggage allowance. Full details are on your booking confirmation - or give us a quick call on 0330 043 0330 or message us on Live Chat and we can check this for you.
All holidays also include a hand luggage allowance subject to the airlines standard allowances.
On some holidays we can do this for you but it must be done before you make your booking. You cannot do this online. Please give us a call on 0330 043 0330 and we'll give you a quote for your holiday that doesn't include luggage - we can then book it there and then for you and get you one step closer to your well deserved holiday.
Unfortunately we can't do this for you. Luggage can only be removed before your booking is confirmed.
In flight meals aren't included as standard on our holidays. Selected airlines and tickets include them as part of their service and details of any included meals will be included on your booking confirmation.
financial protection
Yes. All chillimix holidays that include a flight that departs from the UK is fully ATOL Protected. This means that if either chillimix, your airline, accommodation provider or any other element of your holiday were to financially fail (go in to administration or cease trading) then your money is 100% protected.
We also operate through a secure independent trust account held with Protected Trust Services. All of your hard earned money is held in a secure trust account meaning you've got an extra layer of protection to ensure your money is safe.
For bookings made online or via our call centre - your ATOL certificate will be e-mailed to you as soon as your booking is confirmed. This will be attached to your booking confirmation e-mail.
If you've booked through a travel agent - your ATOL certificate will be e-mailed to your travel agent as soon as they confirm your booking. They will issue this to you as soon as they receive it.
general queries
As part of our booking conditions it is a requirement that you take out adequate travel insurance for your holiday. This can cover you and your party against the cost of cancellation and assistance (repatriation) should you need to return home due to an accident or illness. It’s also essential when making a claim for lost or stolen valuables and covers you if you’re planning any activities.
If you'd like us to check a certain hotel or recommend hotels for you - please give us a call on 0330 043 0330 or drop us a message on Live Chat. We're here to help and we'll make sure everything is right for you before you book your well earned holiday.
This is a small fee imposed by some countries and cities which is used to finance and maintain local facilities. The amount will vary depending on where you’re travelling to and you’ll be asked to pay in full when you arrive at your accommodation. Please be aware that you’re wholly responsible for covering these taxes and overseas governments may make changes at short notice, so it’s a good idea to check before you travel.
Some hotels (mainly in the USA) charge a resort fee for additional services such as WiFi. These resort fees are compulsory and cannot be removed from your holiday. You'll need to pay for these when you check in to your hotel. We'll let you know how much the resort fee is before you go and it'll be detailed as part of the booking journey online or we'll let you know when booking with our call centre.
We're starting small with resort escorts (holiday reps) in some of our most popular resorts. If your hotel is covered by one of our resort escorts then this will be shown on your booking confirmation.
If you don't have a physical resort escort in your resort then you can contact our virtual reps through the ChilliMix app. These are our expert team based in the UK and are on hand for you to help your holiday go as smoothly as possible and support with all the extras like recommending a restaurant or great bar to head off to!
If you need urgent help then you can also call our 24/7 emergency line on 0161 399 0549 if you're in the UK or +44161 399 0549 if you're overseas.
passports, visas and health
Most countries now require passports to be valid for at least 6 months after your return home. If your passport is in its final year, please check with the embassy of the country you're visiting. For further information, contact the Passport Office on 0870 521 0410 or check the FCDO website.
If you're travelling to the USA, you need to be aware that special conditions apply, and all passengers must have individual machine-readable passports. There's more information about this on the US Embassy website.
Following the UK's departure from the EU, the EHIC (European Health Insurance Card) is being phased out and replaced by the GHIC (Global Health Insurance Card). You can still use your current EHIC until its expiry date.
For the most up-to-date travel advice, visit the Foreign and Commonwealth Development Office (FCDO) website. This is the British government department that issues advice around travelling.
You can check the most-up-to-date information for your destination on the Foreign, Commonwealth and Development Office (FCDO) website. Remember that things can change with little or no notice, so it’s a good idea to check just before you travel, as well as when you book.
paying for your holiday
If you booked your holiday with a travel agent - please contact them to make your payment.
You can make payments towards your holiday by:
- debit or credit card - give us a quick call on 0330 043 0330 or contact us via Live Chat
- bank transfer - full details are available at chillimix.com/ways-to-pay
- cash in to your local HSBC branch - full details are available at chillimix.com/ways-to-pay
We accept all Visa and MasterCard branded debit and credit cards. Unfortunately we don't currently accept American Express cards.
Your balance due date is 10 weeks (70 days) prior to travel. Your actual balance due date is on your booking confirmation and is also shown on Manage My Booking and on the ChilliMix app.
