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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.

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