Our unparalleled service here at Cruise Direction means we want to make your whole journey with us from your first call to coming home and planning your next trip truly exceptional.

You will find some useful information here where we have put together responses to some of the most frequently asked questions that may help you find the answer you’re looking for but of course always just pick up the phone to us if you can’t find the answer and we will be more than happy to help.


We are a member of The Global Travel Group and as such we offer complete ATOL protection and all the necessary peace of mind that is so essential when you are looking to book – whether it be a package holiday, cruise, short break, long haul trip, UK break, luxury escape or a tailor-made holiday of a lifetime.

Our friendly team have all the knowledge and experience gained over many years spent in the industry. In many cases they have firsthand understanding of destinations. Something which definitely helps when trying to make up your mind!

As an independent Travel Agent we can deal with hundreds of operators. We are not tied to offering the products of one company only. Our sole concern, and intended speciality, is your complete satisfaction. Not only can we make the holiday arrangements we can also satisfy your travel money needs. We stock major currencies and order in as required other currencies all at rates which are hard to beat.


  • Hertfordshire New Business of the Year 2017
  • CLIA Rising Star Award 2017
  • Travel Agent of The Year - WAVE Awards 2017 (Special Recognition)
  • Holland America Line - Partnership Achievement Award (Highly Commended)
  • Princess Cruises - Partnership Achievement Award (Highly Commended)
  • Hertfordshire Best Customer Service Award 2018 (Final 3, Highly Commended)
  • Rocky Mountaineer Sales Excellence Award 2018
  • Royal Caribbean International – Best Newcomer of the Year 2018
  • Seabourn – Rising Star 2020


The Global Travel Groups ‘Consumer Protection Guarantee Scheme’ means your funds are covered in a legally protected Client Account. This means that in the unlikely event that Cruise Direction or The Global Travel Group fail your money is protected and the tour operator will still be paid or a full refund will be given.

ATOL Protection

As members of award winning The Global Travel Group who hold an ATOL licence number 3973, your holiday is fully protected. An Air Travel Organisers Licence (ATOL) protects you from losing your money or being stranded abroad. Plus, our ATOL protection will ensure you’ll also receive a refund and travel home if you’re actually on holiday. We use a protected Client Account where your money is held until after your holiday. This means that your money is always kept safe and secure, no matter what happens. So you can book with confidence.

Our DIY package facility means you can book your flight and accommodation separately to get the best prices, but it is ATOL protected under our licence so you won’t put any part of your trip at risk like you would if you booked them separately on the internet. So you can book with peace of mind that your holiday is secured and you have got the best price.

We have established relationships with the majority of operators featured who share our passion for quality and service. This direct contact ensures we can give you the personal touch and helps us to put you ahead of other guests. We are also able to add in all those extras you need just to make the trip complete including transfers, attraction tickets, insurance, airport hotels, car parking and airport lounges.

Doing The Hard Work For You.

You may think that you can get the holiday you want by trawling the internet yourself and getting the best deal. With over 300 billion online writings users put on the internet each year it’s not as easy as you think – but don’t worry you have us! Also, as we have the backing of one of the UK’s largest travel companies, we have access to bookings you don’t – and of course it’s all ATOL bonded.

We pride ourselves on our consultants’ travel knowledge and excellent customer service standards. Customers can speak directly to our friendly consultants so we can build a relationship with you to ensure you get exactly what you want. Let us know what you want and we’ll do all the hard work for you, making it our personal responsibility for making sure you have the holiday you deserve. We’ll design your holiday every step of the way from your initial call to us to planning your next holiday when you get back. We’re a travel supermarket like no other.

We set ourselves high standards and are keen to be one of the best independent travel agents in the UK, without losing sight of the personal, individual needs of everyone of our customers. We want you to be part of our success. We aim to be the only travel agent you will ever want or need.

We’re passionate about travel and have had the experiences we’ll recommend for you. Our personal insights means we can make sure you go to the places only the locals know about and make sure you take everything you need for the holiday of a lifetime. If the holiday weather in Tenerife is what you’re about, or stunning beaches on the idyllic Caribbean islands or anything else in between.

General Enquiries:

01462 417510

Customer Service Specific:

01462 417511

Customer Services Opening Hours:

  • Monday - Friday : 10:00am - 5:30pm
  • Saturday : 10:00am - 4:00pm
  • Sunday: Closed
The Nexus Building,
Broadway, Letchworth Garden City,
Hertfordshire, SG6 3TA

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Most Frequently Asked Questions



Holiday Direction Ltd trading as Cruise Direction is an Accredited Body Member of the Global Travel Group Limited. All the flights and flight-inclusive holidays are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate.

Your ATOL Certificate is proof that the holiday you have booked is protected by the ATOL scheme. It will tell you:

  • What’s protected by ATOL
  • Who’s covered
  • Who is providing this protection (the travel company’s name and ATOL number)


Global Protection Guarantee

Your payment is also covered by The Global Travel Group Limited Customer Protection Guarantee.

All your payments are made directly to The Global Travel Group Client Account. Your money is not available for use by the us and is held in trust until payment is due to the operator.

In the event of the failure of the agent or The Global Travel Group Limited, your money is secure in the separate Client Account and will be paid to the operator to ensure your holiday is unaffected.

In the event of the failure of the package organiser your money is secured by law under the arrangements made by the organiser. The Global Travel Group will assist you to find suitable alternative travel arrangements or, if appropriate, to obtain a refund from the relevant protection fund (e.g ATOL)

We strongly recommend for you to purchase adequate travel insurance from the day your booking is made. Without having travel insurance in place you will not be covered in the event of cancellation.

Please make sure it covers you for all the destinations being visited and if travelling on one of our cruise packages that a cruise is also covered.

An invoice detailing your booking will be sent to your email with 48 hours of making your booking.

For one of our tailor-made holidays you will also receive an ATOL certificate which confirms your protection under the ATOL agreement.

If you do not have an email address and requested this to be posted it can take 5 to 7 working days.

For most packages your balance is due 15 weeks before your departure date. The exact date is detailed on your invoice.

You can pay by phone with our Customer Care team on 01462 417501 who can take a payment using a debit or credit card.

If you wish to pay in instalments, please just call when you wish to pay an amount off.

You can also pay via bank transfer on request.

As a passenger you have a responsibility to make sure all the details of your holiday are correct.

It is very important that the names and dates of births of all passengers are 100% correct and match the details on your passport. Please check these details and thoroughly check the full itinerary and the price you were expecting to have paid.

Contact us immediately on 01462 417500 if any information is missing or incorrect, ideally within 24 hours of receiving your paperwork. You must notify us of any error made by Cruise Direction within 10 days of making a booking. Outside of this time, extra fees may apply to correct errors.

Many suppliers now use e-tickets / electronic tickets. This means we are not posted a ticket for your holiday but receive an electronic one via email. We will send all the tickets in one email to the address given at the time of booking. From there you can simply print them and take them with you. If you do not have access to a printer, please just tell us and we are happy to print them out and send them in the post.

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