- Home
- > Holiday Services
- > Important Information
Important Information
This is where you’ll find important information relating to our full range of holiday products. Simply click on one of the links below to take you to the relevant section. You can click back to the top at any time.
When paying for your travellers' cheques or foreign currency, payment transfers are not available from Halifax fixed rate or fixed term accounts. Withdrawals from certain Halifax savings accounts may be subject to restrictions and loss of interest.
Different collection times will apply for orders placed on Fridays, Saturdays and Sundays immediately before a Bank Holiday. Different timescales may apply in Scotland and Northern Ireland.
Full details of the lost or stolen arrangements are provided with all orders.
Travelex may monitor and record telephone calls to help provide a high level of service.
Home delivery orders will be sent via Royal Mail Special Delivery, requiring a signature from the delivery address. If an order is not received on time or an incorrect order is received please contact your branch. Where there is no-one to accept and sign for the delivery the order will be held at a local Royal Mail depot for three weeks.
The home delivery option is only available after you give consent to allow your name and address details to be passed to third parties to be used only for that process. All travellers' cheques must be signed in the top left hand corner immediately upon receipt to comply with the American Express purchase agreement included with your travellers cheques.
For orders placed with Travelex and being delivered to the customer's home address, the maximum order limit is £2,500 in any 90-day period. For orders placed in branch for home delivery, the maximum order limit is £7,500.
Halifax reserves the right to withdraw the commission-free offer at anytime.
We aim to please but we know sometimes things go wrong. If you have a problem or complaint we want to know. In most cases this can be dealt with at your branch or by calling 0870 850 0856. If your complaint is not resolved to your satisfaction, then ring our Customer Complaints Helpline on 08457 25 35 19. A copy of our complaints procedure is available on request. Complaints we cannot settle may be referred to the Financial Ombudsman Service.
This is an English language site and all our contracts are in English which is the language in which we will communicate with you. English law applies to our relationship with you.
Halifax Travel Insurance is underwritten by St. Andrews Travel Insurance plc, St. Andrews House, Portsmouth Road, Esher, KT10 9SA (registered in England number 3104671).
You may not be eligible for insurance cover. The terms of the insurance are available by telephoning Halifax Travel Insurance on 0800 731 0180. Halifax and St. Andrews Insurance plc reserve the right to decline any application for Halifax Travel Insurance.
If you have any problems with this insurance, please telephone Halifax Travel Insurance on 0800 731 0180 or, if you prefer, write to us at PO Box 318, Halifax, West Yorkshire, HX1 2PF. If this fails to resolve your problem, you can contact the
General Manager, Halifax General Insurance Services Limited, Trinity Road, Halifax HX1 2RG.
If you are still not happy, you can contact the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Tel: 08456 00 66 66. If you make a complaint, it will not affect your right to take legal action against the Insurer.
Halifax General Insurance Services Limited is part of our group of companies. Registered in England No. 2791889.
We may monitor and record telephone calls to help us provide a high level of service.
Written quotations are available on request by telephoning 0800 731 0180.
Halifax Holiday Discounts are provided by Travelcare Direct (ABTA A1926).
All holidays/flights are subject to availability and discounts are valid on new bookings only made through Travelcare Direct. Please note that the Halifax Holiday Discounts scheme is not available through Travelcare high street branches.
Any correspondence regarding this scheme, including details of which tour operators are eligible for the discount, should be addressed to: Halifax Holiday Discounts, Travelcare Direct Administration/Customer Services Department, PO Box 746, Trafford Plaza, Seymour Grove, Manchester M16 0ZA.
Travelcare Direct reserves the right, following agreement with Halifax to amend/withdraw/cancel any part of Halifax Holiday Discounts scheme.
Travelcare Direct acts as travel agents for operators who hold fully bonded ABTA/ATOL licences.
Offers cannot be used in conjunction with any other promotion or discount and certain benefits cannot be combined. Normal tour operator/Travelcare Direct booking conditions apply and Travelcare Direct reserve the right to withdraw/amend the offers at any time and offers are subject to certain terms and conditions, please ask a member of staff for further details.
The Price Promise applies where exactly the same brochured holiday, cruise or charter flight with the same operator and booking conditions can be found at a cheaper price in another UK high street ABTA travel agent within 48 hours of receiving an estimate from Travelcare Direct. Travelcare Direct reserve the right to request reasonable proof of the lower price brochured holiday, cruise or charter flight being available before the 'Price Promise' is honoured. This offer may not be used in conjunction with any other offer or promotional scheme (except Summer/Winter low deposit scheme). Travelcare Direct reserve the right to withdraw certain tour operators/direct sell companies from the Price Promise, please call for full details. The scheduled flights price promise applies to quotations received from any high street multiple travel agency chain for the exact same flight on the same date/time with the same carrier and booking class.
Payments for holidays are normally made by credit/debit card over the telephone. You may also pay by cheque, although with this method of payment we cannot confirm your new booking until the cheque has been received into our office, this could ultimately result in your holiday choice not being available.
If you pay by your Halifax credit card or a debit card, there are no charges. However, payment made by any other credit card will be subject to a booking fee of 1.5% up to a maximum of £30.
It is your responsibility to ensure that you have adequate travel insurance cover prior to your departure and Travelcare Direct can advise of this at the time of booking.
Holidays and flight reservations may be made at the following times: Monday-Thursday 8am-9pm, Friday 8am-8pm, Saturday and Sunday 9am-6pm.
All telephone calls are charged at national rate and may be recorded for customer service and/or training purposes.
We are members of the British Bankers' Association and we fully support the Banking Code, copies are available on request.
For further information or to view the Banking Code, visit the British Bankers Association website (new window).
Calls from BT landlines to 0870 numbers will cost a maximum of 8p per minute and to 0845 numbers a maximum of 4p per minute. A 6p call set up fee also applies. The price of calls from other telephone companies will vary. The call price is correct at April 2008.
