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For answers to frequently asked questions about your holiday please click the buttons below:

Frequently Asked Questions

Before You Book

  • Manage My Booking

    In order to manage your booking that you have made with us, Please click here to access our client area where you can:

    • View your booking summary – please check details are correct and advise us of any errors
    • View and print your confirmation invoice
    • View and print your ATOL certificate
  • How do I Pay My Balance?

    The balance of your booking is due 8 weeks before your departure date. You due date and amount will be displayed on your Booking Confirmation. We do not automatically deduct the balance payment from your card. Please pay your balance by telephoning the Call Centre on 020 3150 1706, quoting your reference number. Debit or Credit cards (except American Express) can be used with no fee. We will then email you your travel document, which is all you need for your flights, transfers, and hotel, together with other useful information regarding your travel arrangements.

    CALL 020 3150 1706 TO PAY

  • How do I Select my Seat?

    Please click the link below to find out how to book your seat with the airline:
    Select Your Seat

  • What is my PNR Number?

    A PNR number is a unique combination of digits that allows the airline to easily identify your flight reservation. You can use this to check-in online, or to add extras such as meals or extra legroom seats. The PNR number can be found on your invoice If you have any difficulties finding this please call our Customer Service team on 020 8150 6088.

    Find Your PNR Number 

  • What is my Luggage Allowance?

    On all our package holidays you are able to add on hold bags at an extra charge at the time of booking, the allowance will vary depending on airline and will be displayed on your invoice

    Luggage Allowance Information

  • How do I Register my API Information?

    Advance Passenger Information, or API, is a requirement of some countries for visitors to provide their passport details before they travel. Please click the link below for instructions relating to Advanced Passenger Information.

    How to Register Your API

  • How do I Arrange Assistance at the Airport?

    You should advise at the time of booking if you require assistance at the airport, if you need any further advice please call our Customer Services Department on 020 8150 6088.

  • Visas and Passports

    British passport holders do not need a visa to travel to Malta, we advise as a member of ABTA you should hold at least 6months validity left on your passport when returning into the UK.  If you don’t hold a British passport, please contact the Malta Embassy. It is your responsibility to have the correct documents when travelling.

  • I Need to Cancel my Holiday

    If you need to cancel your holiday, please email our Customer Services Department at A full copy of our cancellation policy can be found under our Terms and Conditions

On Holiday

  • Who will greet me on arrival in Malta?

    Once you have collected your luggage and gone through customs, you will be met by transfer representative holding a sign ‘Malta Paradise / SMS Group Ltd’ board. They will direct you to your transfer vehicle and transfer you to your hotel.

  • What time will my return coach transfer pick me up?

    We leave a letter in your hotel 48h before departure reconfirming flight and pickup time for your return transfer.

  • How do I upgrade my room or board basis?

    To upgrade your room or board basis whilst you are in resort, please contact your Malta Paradise Representative.

  • How do I contact my representative?

    You will receive a welcome pack with the details of your Malta Paradise Representative, with the details of an appointment to meet with the Rep, the welcome pack will include 24/7 emergency contact details which you can call free from the hotel reception.

  • My flight leaves late at night. How do I request a late check out?

    If you would like a late check-out please ask at hotel reception. This is usually subject to room availability, and there may be an extra charge.

  • How do I obtain medical assistance?

    Your Malta Paradise Representative will be able to guide you via the emergency contact number.

    +356 2328 5555

  • How do I book a Malta tour?

    Tours can be booked with your Malta Paradise representative on arrival you will have an organised appointment with our Rep they will explain what tours are available to purchase.

When You Get Back

  • How do I submit a complaint?

    A complaint can be submitted in written form via email to our Customer Services Department at

  • How do I claim for my flight delay?

    Unfortunately, we do not have control over flights, and inevitably on occasion some delays will occur. In this instance, if you wish to make a claim, you will need to contact your airline directly. If you wish for assistance in this matter please contact our Customer Services Department on 020 8150 6088.

  • My luggage was damaged or lost, how can I make a claim?

    If your luggage is lost or damaged you must inform the airport “Lost Luggage” desk before you leave the terminal building, they will provide you a receipt for the lost/damaged luggage  which you will need to keep safe for any claim purposes or re-claim your lost luggage . You will need to inform your travel insurance company as soon as possible.

  • How do I make an insurance claim?

    You must inform your insurance company as soon as possible if you think you will need to make a claim. You must retain all relevant receipts and documentation to support any claim that is made.

Need some assistance?

You can contact us to change your booking details at any time. Please let us know if anything is incorrect as soon as possible.

Our popular regions

Call one of our expert holiday advisors or visit our hotel pages to help you decide on your perfect holiday in Malta

Amazing Malta & Gozo Holidays

Surrounded by the azure waters of the Mediterranean Sea and drenched in unmatched natural beauty, Malta is an exceptional holiday destination. From crystal clear beaches to fabulous history and culture seamlessly blending with everyday life, there is so much to do and see in Malta and Gozo. Whether it’s a romantic getaway for two or a vacation for the whole family, Malta will certainly leave you with delightful memories of your stay.

Malta Paradise Holidays

Malta Paradise is fully ATOL protected, to ensure your holiday is completely secure financially for your peace of mind. Your holiday is important to us and our goal is to exceed the expectations of everyone who travels with us – you can book holidays to Malta with Malta Paradise in the knowledge that you are in reliable hands.

Hotels in Malta & Gozo

Whether this will be the first time you visit Malta, or you are a holiday-maker who returns to the island each year, Malta Paradise should be your first choice. Our close relationships with our hotel partners put us in a privileged position to craft bespoke holidays for our customers. Being a UK-based Malta specialist we have lots of experience in selling holidays, offering a wide range of hotels, so you can entrust your holiday plans to Malta Paradise with confidence.

Gozo is a popular island in the Mediterranean which is famous for its temple ruins and hiking paths, historical sites and scuba diving. The tranquil island is the best place to relax and experience an extra unique holiday.

Sliema is a large tourist resort located to the east of Malta. As one of the most popular regions, Sliema is home to some of the most varied accommodation options as well as a plethora of activities day and night. The region is also quite rich in architectural styles, putting the diversity of Maltese tradition on perfect display.

Located to the northeast of Malta, Qawra is one of the liveliest regions on the island. It is not only home to an exciting promenade and plenty of water sports activities, but it is also rich in history with ancient temples and monuments scattered around its beautiful landscapes. Qawra is a vibrant destination throughout the year.

St Julians, located to the east of Malta, is one of the most vibrant regions on the island and attracts many tourists. Along with its beaches and promenade, St Julians is also the entertainment hub of the island with many restaurants, bars and clubs for an exciting night out.

Located to the north of Malta on top of a hill surrounded by valleys, Mellieha is one of the most charming regions of Malta, with the town full Maltese character and tradition overlooking the island’s largest sandy beach Mellieha Bay. Being a popular tourist resort, the area is very rich in tourist activities.

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