Help centre

Enter where you are flying from and to, your travel dates and the number of passengers, then search. Compare the results by price, journey time and what each fare includes, choose a fare, and enter each traveller's details exactly as they appear on their passport. You will see the full price in pounds before you pay by card. Once the airline confirms, we email you a confirmation with your Oliey reference and the airline reference.

The price shown before payment includes the fare, the taxes and charges known at the time, and any Oliey fee. It does not include optional extras you add later, such as extra bags or seats, or charges the airline makes at the airport. If you pay with a card issued in another currency, your bank may add a conversion fee. We will not add a charge to your booking without telling you first.

Airline fares are live, and only a limited number of seats are sold at each price. If the last seats at a fare sell while you are completing your booking, or the airline updates its prices, the fare can change before your booking is confirmed. When this happens, we show you the new price before taking payment and you can decide whether to continue. Once your booking is confirmed, the fare is fixed.

Your booking is confirmed when you receive our confirmation email with your Oliey booking reference and the airline booking reference. For most flights, e-ticket numbers follow shortly afterwards. If you have paid but no confirmation arrives within a few hours, check your spam or junk folder, then email contact@oliey.com. Please do not book again in the meantime, as this could create a duplicate booking that you have to pay for.

Yes. You can book for family, friends or colleagues, and you do not have to be one of the travellers. Enter each person's details exactly as shown on their passport. As the person who made the booking, you will receive the confirmation and any updates, so please pass on the travel details, fare rules and any schedule changes to everyone on the booking. Airlines have their own rules for children travelling without an adult.

Some trips, such as group bookings, complex routes or tailor-made packages, are priced by our travel team rather than booked instantly. Send us your request and the team will reply with a quote during business hours. The quote shows the price, what is included and how long the price is held. Nothing is booked or charged until you accept the quote and pay, and we email your confirmation once the booking is made.

Seat selection depends on the airline and fare. Some fares include a seat choice, others charge for it, and some airlines only assign seats at check-in. If anyone in your party needs assistance, such as wheelchair support at the airport or help travelling with a medical device, tell us when you book or as soon as possible afterwards. We pass the request to the airline, which arranges the support. Airlines generally ask for at least 48 hours' notice.

Hotel rates booked through Oliey are normally paid in full when you book. If a rate requires you to pay some or all of the price at the hotel, we show this clearly before you confirm. Whichever rate you choose, many hotels ask for a card or a cash deposit on arrival to cover extras such as room service or minibar charges, which is released or refunded when you check out if nothing is owed.

Not always. Many destinations, including Paris, Rome, Barcelona, Amsterdam and Dubai, charge a local tax per person or per room for each night. These taxes are often collected by the hotel at check-in or check-out, so they may not be included in the price you pay us. Where we know about a local tax, we show it in the booking details. Resort fees and parking charges are usually paid at the hotel too.

Check-in and check-out times are set by each hotel and shown in your booking confirmation. Many hotels allow check-in from mid-afternoon and ask guests to leave by late morning. If you are arriving early or leaving late, we can pass a request to the hotel, but it depends on availability and the hotel may charge for it. If you will arrive late at night, let us know so the hotel keeps your room.

Yes. Add your request when you book, or email us afterwards with your booking reference, and we will pass it to the hotel. Requests such as adjoining rooms, a high floor, a cot or a quiet room are at the hotel's discretion and cannot be guaranteed unless they are part of the room type you booked. If something is essential, such as an accessible room, choose a room type that includes it or ask us to check with the hotel before you book.

It depends on the rate you booked. Free cancellation rates can be cancelled without a hotel charge up to the deadline shown in your booking, which is set by the hotel and usually based on its local time. After the deadline, or on a non-refundable rate, the hotel normally keeps some or all of the payment. To cancel, email contact@oliey.com with your booking reference before the deadline. We confirm any costs, including our service fee, before cancelling.

You can pay by debit or credit card. Payments are processed by Stripe, a regulated payment provider, and all prices are shown and charged in pounds sterling. If you pay with a card issued in another currency, your bank sets the exchange rate and may charge a fee. If our travel team has sent you a quote, we will explain how to pay securely when you accept it.

Yes. You enter your card details in Stripe's secure payment form, and they are sent to Stripe over an encrypted connection, so Oliey never sees or stores your full card number. Your bank may also ask you to approve the payment, which is an extra security check. We will never ask you for your card details, PIN or online banking passwords by email or phone. If you receive a message like this claiming to be from us, do not reply.

We do not charge extra for paying by card. If an Oliey booking or service fee applies, it is included in the total shown before you pay, so you can see exactly what you are paying for. A separate service fee may apply if you later ask us to change or cancel a booking, and we always tell you the amount before we go ahead.

Many online card payments in the UK need strong customer authentication, which is your bank's way of checking that it is really you. You may be asked to approve the payment in your banking app, enter a code sent by text, or use your fingerprint or face. If you do not complete this step, the payment will not go through and your booking will not be made, so keep your phone to hand when you pay.

If a payment fails, you have not been charged, although your bank may show a pending amount for a few days before it disappears. Common reasons include a spending limit on the card, an incorrect billing address or the security check not being completed. Check your details and try again, or use another card. If money has left your account and you have not received a confirmation, email contact@oliey.com and we will look into it.

Once a flight or hotel booking is confirmed and paid for, the price does not change. Package holidays are different: under the Package Travel Regulations, an organiser can increase the price in limited cases, such as changes in fuel costs or taxes, but only if the booking terms allow it. If an increase is more than 8% of the price, you can cancel for a full refund. We will tell you in your booking terms if this applies.

That depends on the fare rules set by the airline. Some fares allow changes for a fee plus any difference in fare, some allow free changes, and many low-cost fares cannot be changed at all. Email contact@oliey.com with your booking reference and the new dates you want. We will check what the airline allows and tell you the total cost, including our service fee, before making any change.

Email contact@oliey.com with your booking reference and tell us which travellers and which parts of the trip you want to cancel. We will check the supplier's rules and confirm what, if anything, will be refunded before we cancel. Please do not simply skip a flight without telling us: with many airlines, missing an outbound flight means the return flight is cancelled too.

Refunds depend on the supplier's rules for the fare or rate you booked:

• refundable fares and free cancellation hotel rates are refunded, sometimes less a supplier fee;
• non-refundable flights usually only return some government taxes;
• non-refundable hotel rates are usually not refunded at all.

Our service fee may also apply. We tell you the exact amount before you confirm the cancellation.

We can only refund you once the airline, hotel or other supplier has returned the money to us. Supplier refund times vary, and airlines can take several weeks. When we receive the funds, we send them back to the card you paid with within 14 days, and your bank may take a few more working days to show the credit. We keep you updated and can chase the supplier for you.

When an airline tells us about a schedule change or cancellation, we contact you with your options. If your flight is cancelled, you can usually choose a refund or an alternative flight. If the airline cancels at short notice, your flight is significantly delayed or you are denied boarding, you may also be entitled to care, such as meals, and compensation under UK law. Compensation claims are made to the airline, but we can help you with the process.

No. The 14-day cooling-off period that applies to many online purchases does not cover flights, hotels, car hire or other travel services booked for specific dates. Your cancellation rights come from the supplier's fare or rate rules, which we show before you book. If flexibility matters to you, look for flexible fares or free cancellation hotel rates when you search.

Your baggage allowance depends on the airline, route and fare. Some fares include only a small under-seat bag, while others include a larger cabin bag and one or more checked bags. The allowance for each flight is shown in the fare details before you book and in your confirmation. Airlines set strict size and weight limits, and fees for extra or overweight bags at the airport can be high, so check before you pack.

Usually, yes. Email us your booking reference and the number of bags each traveller needs on each flight, and we will tell you the price. Many airlines also let you add bags on their own website using your airline booking reference. Adding bags before you travel is normally cheaper than paying at the airport. A few fares and airlines do not allow bags to be added after booking.

Check-in is done with the airline, online, in the airline's app or at the airport. Online check-in usually opens 24 to 48 hours before departure, and some airlines open it earlier. We email you a reminder before your flight with a link to the airline's check-in page. You will need your airline booking reference and passport details. Some airlines charge for checking in at the airport, so check in online if you can.

If all your flights are on one ticket, your bags are normally checked through to your final destination. Some countries, such as the United States, require you to collect and recheck bags at your first point of arrival. If your journey uses separate tickets, you will usually need to collect your bags, check in again and allow plenty of time between flights. We tell you before you book if your journey uses separate tickets.

Report it to the airline or its baggage agent at the airport before you leave the baggage hall, and keep the reference you are given. Then follow up in writing with the airline. Under international rules, you generally need to make a written claim within 7 days for damaged bags and within 21 days of receiving delayed bags. Keep receipts for essential items you buy while you wait. We can help you contact the airline.

Every traveller needs a valid passport or other accepted travel document, plus any visa or travel authorisation required by the countries they are visiting or passing through. Requirements depend on nationality and can change, so check the GOV.UK foreign travel advice for each country before you book and again before you travel. Having the right documents is each traveller's responsibility, and airlines can refuse boarding without them.

It depends on where you are going. For Schengen area countries, such as France, Spain and Italy, a British passport must have been issued less than 10 years before the day you arrive and be valid for at least 3 months after the day you plan to leave. Many other countries require at least 6 months' validity on arrival. Check GOV.UK for your destination and renew early if you are close to these limits.

Possibly. Some countries require a visa arranged before you travel, while others need an electronic travel authorisation, such as an ESTA for the United States. The rules depend on your nationality and the purpose of your trip. Apply through the official government website for the country, because unofficial sites often charge extra. Allow plenty of time, as some applications take days or weeks to process.

Contact us as soon as possible with your booking reference, the name as booked and the name exactly as it appears in the passport. Many airlines allow minor corrections, such as fixing a spelling mistake, sometimes for a fee, and we will tell you the cost before making the change. Changing a booking to a different person is usually not allowed. If your name has changed, for example after marriage, tell us so we can check the airline's rules.

With an Oliey account, you can see your bookings in one place, save traveller details so future bookings are quicker, and manage your price alerts. You can update your contact details and email preferences at any time. Keeping your email address and phone number up to date matters, because we use them to tell you about schedule changes and other important updates to your trip.

Search for the route and dates you are interested in, then choose the option to set a price alert from the results. We ask for the email address to send alerts to, then keep checking fares on that route and email you when the price drops. Alerts are a guide only: fares can change quickly and are not held for you until you complete a booking.

Every price alert email has an unsubscribe link at the bottom, which you can use to stop that alert or all of your alerts. If you have an account, you can also view and delete your alerts there. Alternatively, email contact@oliey.com and we will remove them for you. Unsubscribing from price alerts does not stop emails about bookings you have made.

Email contact@oliey.com from the email address linked to your account and ask us to close it. We will delete your account details, saved travellers and price alerts. We have to keep records of past bookings and payments for the period required by law, as explained in our Privacy Policy. Closing your account does not cancel any upcoming trips, so tell us separately if you also want to cancel a booking.