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Sign In To View & Print Your Booking Summary, Confirmation Invoice & ATOL Certificate.

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

Frequently Asked Questions

Before You Book

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

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

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

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 

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

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

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.

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.

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

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.

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

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

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.

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

+356 2328 5555

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

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

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.

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.

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.


Your holiday is safe with us