You are covered by the package law when you have purchased more services from us - an accommodation and transportation. Important: You have to book these services at the same time.
This should be seen on the same booking as well as on associated bookings.
You are going to see further information at our website
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Hotel
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Book a Hotel or a Holiday Rental
- How many persons can I put on an accommodation?
- Can a guest be denied checking in because of their nationality?
- Can we have a room with morning sun/evening sun/a quiet location/near the reception/top floor/safe for children?
- Can I have specific requests regarding my accommodation?
- I tried to book an accommodation, but the booking could not be completed due to a technical issue - what does it mean?
- Do you have disability adapted rooms?
- What is a "non refundable" accommodation?
- Which hotels allow you to bring your pet?
- When do I have access to The Reef water park?
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Change & Cancel
- What does it cost to cancel my accommodation?
- I need to cancel, but I do not have a cancellation insurance in my booking?
- How quickly can I get a refund if I submit an approved medical certificate?
- I have just made changes in my booking, but my booking has not been updated?
- I have cancellation insurance, and want to cancel due to illness. What do I need to do?
- The hotel says that they can change my booking - what do I do?
- I have booked a non refundable room - can I change the name in this booking?
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Questions Accommodation
- Can I bring a pet to the accommodation?
- My room is not cleaned - what can I do?
- The hotel can not find my booking (at my arrival) - what can I do?
- How many days can I use my entrance tickets to Disney Park?
- Can I get access to Disney Park, after my check out from the hotel?
- Can I get access to Disney Park, before I check in at the hotel?
- When do I have access to the room/apartment? When do I have to leave?
- What should I do if I want to leave the apartment/room before the reception/key office has opened?
- How do I find my accommodation?
- When do I have to check-out?
- Are bed sheets included when I rent a house or apartment?
- Can Sembo guarantee that I get a specific apartment?
- I am arriving late at my accommodation, how should I do?
- What is a Gold Card?
- Can I bring a pet to the accommodation?
- Are there further costs on site?
- Which cleaning rules apply when I rent a house/apartment?
- Why does the information on our web page say that I will have to pay for breakfast, when I have chosen an alternative with breakfast included?
- Where do I receive restaurant coupons and entry tickets if I booked a Disney themed hotel?
- Can I book a transfer between the airport and the hotel?
- What do I do if there are bugs in my accommodation?
- Is there air condition in the hotel?
- Do I have to pay a deposit at the destination?
- Are entrance tickets to Lalandia included if I book a holiday home?
- How many beds are there in the apartment?
- Do I get the hotel room that is in the picture?
- What is a grand lit?
- Morebox
- Payment
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Other
- The hotel can not find my booking (before my arrival) - what can I do?
- Who can contact Sembo about the booking?
- What if bars and restaurants etc. are closed?
- Are the entrance tickets to Disneyland Paris park limited to a specific date?
- Are the entrance tickets to Legoland park limited to a specific date?
- How does the price guarantee work?
- Can I add a transfer after creating a booking?
- What is a camping pass / Camping Key Europe?
- When will I receive my travel documents?
- Can I put my house out for rent via Sembo?
- How do I receive admission tickets for Legoland?
- What's the price of the amusement rides at Disneyland Paris?
- Why can't I see what I have booked on my booking page?
- I forgot some items at the hotel - What should I do?
- How do I access my Be Happy Pass?
- What is a Be Happy Pass?
- Can I receive my travel documents in another language?
- When do I need to check in?
- Price guarantee
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Book a Hotel or a Holiday Rental
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Flight
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Book a Flight
- I want to travel with an infant, how do I book?
- Changeable airline ticket
- What names do I fill in?
- Do I need to enter a passport number?
- Can my child travel alone?
- Request for special diet
- Child discount on plane tickets
- What rules applies for two one-way tickets
- Double bookings
- Can I bring my pet onboard a flight?
- Service package
- Why could I not finish my booking?
- What information should be included when booking a flight?
- My booking could not be completed due to a technical issue - what does it mean?
- Can I book a flight ticket to a child travelling alone?
- I want to book flight tickets with multiple stops - is this possible?
- Can I purchase a rebookable ticket?
- What age do you count as a baby, child or adult on an airline ticket?
- Can I book seating on the flight?
- How far in advance can I book my flight ticket?
- What information should be included when booking a flight?
- Can I fly to one airport and home from another?
- Ryanair flight ticket
- Cancellation insurance
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Change & Cancel
- Wrong date on flight ticket
- Is it possible to change the name on my ticket?
- Are there any fees when I cancel?
- Your flight is delayed or cancelled
- Missed flight?
- Can I use only one leg on my flight ticket?
- Is it possible to change a rebookable ticket, after the time of departure?
- Can I change my flight ticket if I did not book a "Flexible ticket"?
- I received an e-mail regarding a schedule change, what should I do?
- How do I find out about any time changes?
- Why has the time for my flight changed?
- I need to cancel, but I do not have a cancellation insurance in my booking?
- If I buy a flight ticket which allows amendments - can I choose to get my ticket refunded?
- What do I do If I want to cancel my flight?
- How do I cancel my trip?
- My flight is cancelled, can I get a refund?
- How close to departure can I change the name on my flight ticket?
- Can I change the name on my flight ticket?
- How close to departure can I book my flight ticket?
- I have received a flight change and I have booked a package holiday
- Flight delay
- Payment
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Luggage & seating
- How much luggage can I check in?
- How much checked baggage and carry-on baggage is allowed?
- Book (extra) checked luggage?
- Will my luggage be forwarded when changing flights?
- Special luggage
- What can I bring in my hand luggage?
- How do layover flights work with checked bags?
- How can I add checked baggage?
- To whom is the Service package directed to?
- Can I book seating on my flight?
- My luggage was damaged - can I get any compensation?
- Why can't I add baggage to my flight?
- How much luggage can I bring on a plane?
- I added checked in luggage on my flight. Can I cancel this?
- Passport and visa
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Check in
- Check in online, how does it work?
- When can I check in online?
- How do I check in at the airport?
- What is a boarding pass?
- Your electronic ticket
- The airline can not find my booking?
- When should I be at the airport to check in?
- Is there enough time to change planes if I have a stopover?
- How do I receive my flight tickets?
- I was refused boarding - can I get any compensation?
- How do I check in?
- I have booked wheelchair assistance - who do I turn to at the airport?
- When do I need to check in?
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Tickets
- No spaces or punctuation on your e-ticket
- No barcode on my e-ticket
- What time zone is displayed on my flight ticket?
- I wrote all my names while booking my trip, but my first name is missing on the ticket. Why?
- The title on my flight ticket is wrong - what do I do?
- Flight tickets
- When will I receive my electronic ticket?
- Insurances
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Other questions
- EU rights for air passengers
- Right of cancellation
- Do you have a complaint or suggestion?
- When is force majeure spoken of?
- Who can contact Sembo about the booking?
- What are the terms during a strike?
- Can I register my bonus card from the airline in my booking?
- Why is my name spelled different on the flight ticket?
- Can I book a transfer between the airports?
- My flight was delayed - can I get a compensation?
- I need assistance during my trip, what should I do?
- How do I book lounge?
- I am travelling with an infant and wants to bring a stroller - how do I do?
- What can I do if I find an error in my booking?
- What's included in the Service Package for flights?
- Where can I see what airline I'm traveling with?
- Why can't I see what I have booked on my booking page?
- Can I book special meals for my flight?
- My flight was delayed and I need a delay certificate for my insurance company - what do I do?
- I have been asked to verify my Ryanair account
- What is a technical stopover?
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Book a Flight
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Ferry
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Book a Ferry
- Is the ticket with Forsea ferry an open ticket?
- Can I bring a pet on the ferry?
- Is it possible to smoke on board?
- Do I need to bring my passport when travelling with Stena Line ferry?
- Can I purchase a one way ferry ticket, Helsingborg - Helsingor (including the great belt bridge)?
- Can I drive on-board with a car that has a roof box?
- Change & Cancel
- Other service
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Book a Ferry
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Other
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Payment
- Can I use more than one gift card to pay for a booking?
- Can a gift card be exchanged for money?
- I've received an invoice from Captum, can I make a partial payment?
- My credit card does not work to pay with
- My gift card has expired - can I extend it?
- The price is changing when I am about to pay for my booking - why?
- Why do you not have my bank as an internet payment option?
- I have completed my payment but want to change the payment methods afterwards - is that possible?
- Can I use partial payment for my trip?
- Why is the name Stena Line Travel Group stated on my invoice/account information?
- You have withdrawn money from my account - but I have not made a booking?
- Can I pay by invoice?
- In case of a refund, when will I get my money back?
- Why prices may differs between different searches
- I accidentally chose Captum-invoice several times - what can I do?
- How do I pay for my trip?
- Who do I contact regarding partial payment / invoice from Captum?
- Do you suspect that your card has been used without your knowledge on our website?
- Can a gift card be exchanged for money?
- How can I be sure that my reservation has been canceled?
- What is tourist tax?
- VAT on tickets
- Having trouble paying?
- How can I pay for my trip?
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Safe trip
- To whom is the car vacation insurance directed to?
- Conditions due to Package travel
- Can I revoke a cancellation insurance?
- I purchased a travel insurance but all the travelers names are not included in the travel documents?
- Is the travel guarantee valid if I only bought one seat on a flight?
- If an accident should occur, whom should I contact?
- Do I need to get a travel insurance?
- What about visas, passports, entry documents, ESTA etc and vaccinations?
- Do I need a visa and/or passport?
- Do I need to get vaccinated?
- What should I consider for my roadtrip through Europe?
- Gift card
- Other questions
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Payment
Conditions due to Package travel
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