- Outgoing - Frequently Asked Questions (FAQs)

To book visit our homepage and enter your trip code (which is displayed on posters and e-flyers) into the Trip Finder box. You have the option of signing up 1 to 14 people under the same booking. You will be provided with a booking reference and password which you need to log back into your booking in the future. Payments are made online safely and securely via 100% SSL connections. All payments are managed through a bonafide merchant bank and bonded by ABTA so your passengers can book with 100% confidence. During this process you can choose all of the optional extras offered. You must make a payment on your booking for it to be secured. Usually we require a deposit of £40pp and the balance is normally due 4 weeks prior to departure. Payment confirmations and reminders are sent automatically via email.

Your place is not guaranteed until you make a payment. To secure your booking each passenger usually needs to pay a deposit of £40. The balance is normally due 4 weeks prior to departure.

After paying your deposit you are able to break the payment amount down and pay in installments. You normally need to pay the balance completely 4 weeks prior to departure.

Our prices are kept as low as possible and we believe our products offer fantastic value for money. By using an online booking system we are able to keep staffing costs lower and offer convenience. The 2.5% booking fee is a transaction charge passed on from our bank and is compulsory.

If you do not have card which can be used online then you really need to find a friend or fellow passenger who you can give cash to and is willing to pay for you on their card. If this is not possible then you need to contact your Group Leader.

Most common issues for payments being declined are due to passenger info. Please ensure that you have entered the address and postcode that corresponds to that where the card bills are sent. If you are still having problems it is worth contacting your bank. Some cards issued abroad are not enrolled into the security scheme in operation and cannot be used.

You have been sent a booking confirmation via email with your booking ref so it is worth checking junk folders. If you still cannot find your booking ref please call the office on 0845 331 30 40

If you cannot remember your password, please follow the online instructions via this link to reset your password: https://www.outgoing.co.uk/booking/login.php?action=lostpw&username=&section=

If you wish to amend your booking or check the status simply visit the customer log in our homepage and enter your reference code and password.

Outgoing is a member of ABTA therefore passengers are fully protected from any financial difficulties that Outgoing or our suppliers may face. To this effect all of our passengers are able to book with 100% confidence that your payments are safeguarded.

Outgoing ABTA (Association of British Travel Agents) number is Y1415.

Outgoing has comprehensive insurance to safeguard all customers. We have £5 million public liability insurance along with £10 million employer' liability insurance. Copies of these policies can be provided upon request.

We recommend that every passenger has a travel insurance policy to cover medical emergency and personal possessions. We offer comprehensive travel insurance from £10pp at the time of booking. For more info please see this link: http://www.outgoing.co.uk/insurance_policy.pdf

Travel insurance on offer is underwritten by Accident & General. For more info please follow this link: http://www.outgoing.co.uk/insurance_policy.pdf

Excesses do apply depending on what you are claiming for. For more info please follow this link: http://www.outgoing.co.uk/insurance_policy.pdf

The travel itinerary will already be displayed on your group webpage but exact timings and pick up points are detailed on passenger Travel Vouchers which are available to be downloaded from each person' booking 1 week prior to departure. An email will be sent to you to remind you to download this document, however, if the email goes to a junk folder then all you need to do is log into your booking online with your booking reference and password and follow the instructions online.

It is a really good idea to print vouchers because they contain info that is vital to the trip and some useful hints and tips. For example the address of your accom, exact timings and pick up points, details of entertainment arranged for the group and a city map. If you forget or lose your Travel Vouchers don't panic because the Group Leader will have your name on a list.

In most cases a passport is required to travel therefore it is best to take one if you have one. If you are an international student you require a valid passport (and maybe a visa) to travel to any destination outside of England, Scotland or Wales. If you are a UK national then you require a valid passport to travel to Europe. If in doubt contact the embassy of the destination you are travelling to.

You need a passport to enter Europe. It is likely that you can travel to Ireland with a driver' license if you are a British national but we advise you to check this info with the Irish Embassy because legislation is not set in stone.

We recommend that all passengers carry a valid passport and having the correct travel documentation is the responsibility of each individual passenger. If you do not have the correct documentation then you should not travel. If you do not have a passport or you have lost it before leaving the UK then you may be asked to depart the coach and make your own way home, at your own expense, with no repercussions to the Group Leader, University or Outgoing.

The chances are that if you required a visa to study in the UK, you will need one to travel on the continent in Europe. This really depends on your nationality and the destination you are travelling to. It is each individual' responsibility to arrange a visa in time for the trip if required, but we do assist the process by providing a visa letter. Legislation can change from time to time so we always recommend visiting the appropriate embassy website for up to date advice. We recommend International Students book well in advance because the visa application can take from 2 - 4 weeks or even longer at busy times of the year. Visit this link for more info: http://www.outgoing.co.uk/international-students/content/visa-info-international-students.html

The visa letter is available to download and print off from your booking online. You must have paid in full to be able to download the visa letter. We strongly recommend that you ensure it is possible to arrange a visa appointment at the appropriate embassy and that you have enough time to obtain a visa before you pay in full. Visit this link for more info: http://www.outgoing.co.uk/international-students/content/visa-info-international-students.html

Travelling is slowly improving for disabled people but there is still a long way to go. Outgoing has an equal opportunities policy in place and we would like to know your exact requirements, as soon as possible, so that we can make the necessary arrangements to meet your needs.

You should be able to choose who you room with and you should inform your Group Leader of your preference because they draw up the room lists.

On most trips we offer the possibility of upgrading to a twin room. There is an additional charge and you MUST have a friend to share with who ALSO needs to pay an additional charge. If you would like a private room this should also be possible for an additional charge - please contact us in this instance.

You need to contact your insurance company. If you purchase an insurance policy from Outgoing please follow the link: http://www.outgoing.co.uk/insurance_policy.pdf

You are able to make a name change online when logged into your booking. You will incur an administration fee of £5 which must be paid immediately in order for the booking to be valid. Any outstanding payments on your booking will prevent the passenger from travelling on the trip.

The simplest way of getting your money back is to sell your place on to someone else and make a name change online. If you are unable to do this then put your cancellation request into writing and send to infooutgoing.co.uk. If you cancel your booking you will incur a cancellation charge. For information about how much you are entitled to as a refund please refer to our terms and conditions.

Please see our Terms and Conditions for further information.

If you are attending a city break we advise you to travel light and to take what you would for a similar weekend away in the UK. Essentials include Passport, money, bank cards, EHIC card, insurance documentation, camera, comfy shoes, appropriate clothing and toiletries. In some cases you need to take a towel and bedding but often these items are provided. Please see your travel vouchers for more info.

Unless otherwise specified all coaches are executive standard with DVD player and CD facilities, WC, reclining seats and air conditioning.

We ask all passengers to respect all modes of transport. In most cases it is fine to take cold snacks and soft drinks with you. Hot food is not appreciated on coach travel. Consumption of alcohol is prohibited on coaches and fines can be issued in respect of this. Any damage or unreasonable mess caused to a vehicle will be charged for.

All merchandise is delivered to your Group Leader approx 2 days before the trip. It is up to the Group Leader when they wish to distribute merchandise. It may be possible to collect items prior to the trip. At the very latest items should be collected from the Group Leader on the coach or on arrival at the departure point.

We are careful to choose well located, suitable accommodation that is of a decent standard. The majority of our accommodation providers are city centre hostels. We have visited most of the hostels we use and we are happy to stay in them ourselves! Some of our hostels also feature their own nightclub where we can even arrange your own party!

Rooms are provided on a multiple occupancy basis ranging from triples to large dorms. The most common size of room is a 6 bed room. Rooms usually feature en suite facilities. We also usually offer the opportunity to upgrade to a private or twin room.

Normally accommodation is provided on a B&B basis. The package and board basis will be detailed on your group webpage and in your Travel Vouchers. No other meals or drinks are provided unless otherwise stated. If you require half board or a group dinner arranging, we can easily look into this for you.

The breakfast is normally a self service style continental breakfast. If you do manage to make it up in the morning expect bread, preserves and coffee to wash it all down.

Damage deposits are required for certain trips. Most accommodation suppliers will require a group damage deposit upon arrival. Should you cause any damage or unreasonable mess then you will have to pay for the cost of repair or cleaning.

In the resorts we offer bar crawls in we can accept last minute purchases in resort but these are at a higher price than pre-purchased tickets due to the extra admin that is created and also to offer an incentive to pre-purchase. The money is passed and kept by the group leader, money should not be passed to bar crawl reps or staff. Last minute tickets will be collected on the door of the first bar by the group leader and distributed to you after all pre-purchased passengers have entered.

I there is a medical, legal, or any other kind of emergency we want you to contact your Group Leader immediately, in turn they will contact Outgoing so we can help you. Outgoing takes away over 30,000 people every year and we have a wealth of experience. We always support our groups fully and through good planning and working with reputable suppliers we aim to limit the possibility of any potential problems. We always provide a 24hr emergency contact that is on hand to deal with any issues that arise.

If you purchased insurance online via Outgoing and you need to make a claim on your policy then you need to call Europ Assistance on +44 1444 442 463.

This is really dependent on what you want to do. You will need money for food, drinks, sightseeing, activities, visiting attractions, shopping and buying souvenirs.

We are always eager to hear feedback from customers so that we may strive to improve for the future. Please let us know if you particularly enjoyed any elements of the trip. It is very rare that we receive negative feedback but if you do have a complaint to make please put it in writing to Outgoing Ltd, 3 The Stables, Parrs Wood, Wilmslow Road, East Didsbury, Manchester, M20 5PG

If you purchased insurance online via Outgoing and you need to make a claim on your policy then you need to call Europ Assistance on 01444 442 463.

If you have received an incorrect size to that which you have ordered, we can re-order your item or refund you upon return of the incorrect item.

Please contact us to discuss your requirements. Many of the answers to your questions may be found on our Group Leader FAQ section.

We cater for all kinds of groups; students, work, sporting etc. Most of our customers are student groups; societies, clubs & teams, halls of residence, international groups and student unions. We tailor our trips to meet the needs of each group.

Ideally you should start organising your tour as early as possible - we suggest that your trip should be on sale 3 months prior to departure. An important factor is that for most trips all passengers must have paid in full 4 weeks prior to departure. So you need to allow plenty of time to promote your trip and get sufficient bookings in so you do not face problems getting numbers to meet the required level for the trip to go ahead.

Our Travel Team has a wealth of experience regarding each of the destinations we can offer. We can fully explain what is on offer and the benefits of each city/resort. Tell us your main objectives and we will confidently match your group up with the trip that suits your needs.

We will discuss all of your requirements with you and agree a trip price. We then invoice you for a small group deposit. As soon as we receive your deposit payment we can have your group website set up in minutes and send all promotional materials to you so you can advertise the trip.

We can usually cater to small groups. It certainly helps you get the same prices as larger groups if you are willing to be flexible and share a trip with another group(s). We can also create bespoke itineraries for small groups.

We can completely tailor any holiday to the needs of the group. Simply let us know your requirements in detail, travel dates, passenger numbers, mode of transport, number of night' accommodation, type of accommodation and budget per person. If you would like some inspiration then please just ask!

If you would like us to visit you to discuss your requirements and answer any questions this is possible. If you prefer to make arrangements via phone or email then we are happy to oblige.

We offer a full promotional pack which enables you to advertise your trip. Our friendly Travel Team is always on hand either via email or phone to answer any question you may have (or those from your passengers). Communication is made easy via the automated payment reminders and receipts sent to customers. In addition, every customer is able to download an itinerary, map and Travel Voucher online. We provide a comprehensive Group Leader Pack for the trip detailing responsibilities, attractions and offering helpful advice. We often rep excursions with high passenger numbers and can offer a rep for smaller size trips for a fee. If your trip is not repped, advice is only a phone call away - we always provide a 24hr contact number which is always manned by of our experienced Travel Team.

We do charge a small deposit to hold your accommodation and make travel arrangements for you. Our standard group deposit for a weekend break is £300 which is refunded after the trip. We charge smaller deposits for day trips. There are a few destinations where the deposit is variable depending on the size of the group.

Your promotional material displays a unique trip code which is entered onto our homepage by your passengers to access the group webpage. Once your webpage goes live, we are ready to take bookings online, safely and securely via 100% SSL connections. All payments are managed through a bonafide merchant bank and bonded by ABTA so your passengers can book with 100% confidence. Payment confirmation and reminders are sent automatically via email. If you prefer to collate bookings and collect cash yourselves and pay via cheque then we are happy to work in this way and set a payment schedule.

We provide you with a Group Leader log in which enables you to track all bookings on a live basis. You can see each lead passenger' contact details and the amount they have paid. You are also able to add a message and images to your homepage.

We run excursions for 1 person right up to groups of 1000+! It all depends on what type of trip you are interested in. If you are travelling on one of our standard weekend breaks then the price is usually fixed regardless of your final passenger numbers, however, we usually require 40 passengers for a trip to be guaranteed to go ahead if you are looking to travel by coach. The more people that you sign up for a trip, the better the 'free place incentive' for you.

We offer a flexible free place ratio to suit your needs. The standard ratio is 1 free place allocated for every 15 fully paid passengers. You can either take your free places on the trip or you can take the free places as a cash payment if you do not need all of them.

You have 3 choices:

1 - Credit as a free place (physically) - monitor your bookings via the Group Leader log in and when you have 15 passengers paid in full, contact us to credit a booking ref.

2 - Group Leaders book and pay, then after the bookings have closed take the free places as a cash paymnet.

3 - Mark all Group Leaders as "free" so these places are locked out.  Then once you have obtained all of the bookings you can - split the free place allocation across your team.

Along with your webpage we provide a full promotional pack to include; professionally designed and branded full colour A3 posters, e-flyer and flyer j-peg. We also have lots of ideas that are proven to help groups maximise publicity and we certainly recommend utilising Facebook where we can offer applications to assist.

It depends on how early you make your enquiry and what type of tour you are travelling on but the confirmation of final numbers and final payments are usually required in line with the expiration date of accommodation which is normally around 4 weeks before departure. We can sometimes be more flexible with deadlines for certain destinations.

This really depends on the nationality of the students and the destination. It is each individual' responsibility to arrange a visa in time for the trip if required, but we do assist the process by providing a visa letter. Legislation can change from time to time so we always recommend visiting the appropriate embassy website for up to date advice. We ask all International Students to book well in advance because the visa application can take from 2 to 4 weeks or even longer at busy times of the year. Visit this link for more info: http://www.outgoing.co.uk/international-students/content/visa-info-international-students.html

Outgoing is a member of ABTA therefore passengers are fully protected from any financial difficulties that Outgoing or our suppliers may face. To this effect all of our passengers are able to book with 100% confidence.

Outgoing ABTA (Association of British Travel Agents) number is Y1415.

Outgoing has comprehensive insurance to safeguard all customers. We have £5 million public liability insurance along with £10 million employer' liability insurance. Copies of these policies can be provided upon request.

Contact us, we can arrange for a bespoke risk assessment for every destination.

The itinerary will already be displayed on your group webpage but exact timings and pick up points are detailed on passenger Travel Vouchers, which are available to be downloaded from each person' booking 1 week prior to departure.

Group Leader Pack' include all the info required to lead the tour including; passenger lists, coach info, room allocations, your responsibilities, attractions we recommend and some destination tips. You will usually receive your Group Leader Pack on the Friday before the departure date.

We offer trip merchandise as an option at the time of booking. Hoodies and T-shirts are professionally designed and bespoke to your group with trip name and dates detailed on. The option to order merchandise will be cut off a week before the trip. The order will be delivered to you 3 or 4 days before the trip departure date for you to distribute. We need more than 6 orders for merchandise to be viable, if your group has any less than 6 orders the passengers will have their order cancelled and their money fully refunded.

Each passenger is responsible for bringing appropriate travel documentation and should not travel without it. If a passenger cannot obtain a passport in time for the trip then they have the option of making a name change online.

Travelling is slowly improving for disabled people but there is still a long way to go. Outgoing has an equal opportunities policy in place and we would like to know your exact requirements, as soon as possible, so that we can make the necessary arrangements to meet the needs of your passengers.

Accommodation is variable and we always aim to meet the needs of the group. Most groups prefer to choose reputable and well located hostel accommodation. Rooms are provided on a multiple occupancy basis ranging from triples to larger dorms. The most common size of room is a 6 bed room. We also usually offer the opportunity to upgrade to a private or twin room.

Please find our T' & C' here: Terms and Conditions

Unless otherwise specified all coaches are executive standard with DVD player and CD facilities, WC, reclining seats and air conditioning.

We usually rep all trips that have a large number of passengers. Normally, we do not rep smaller trips of around 50 people as the provision of free places allow the Group Leaders to take control with manageable ratios. If you do require a rep for your trip then we can build this cost into the price.

From time to time traffic situations can affect the schedule and in the unlikely event that your coach is late for the pickup we would like you to wait 15 mins and then contact us. We always schedule ample time for a delay on the journey therefore you should still arrive at your destination on time.

We provide you with the amount of rooms for your group and a breakdown of the room sizes prior to the trip. We prefer you to allocate people to rooms because we feel that you are in a better position to know the preference of your passengers.

Damage deposits are required for certain trips. Most accommodation suppliers will require a group damage deposit upon arrival - the amount will be specified in your Group Leader Pack.

In the resorts we offer bar crawls in we can accept last minute purchases in resort but these are at a higher price than pre-purchased tickets due to the extra admin that is created and also to offer an incentive to pre-purchase. The money is passed and kept by the group leader until you return home at which point we will invoice you. Money should not be passed to bar crawl reps or staff and you will need to sign for any tickets purchased in resort. Last minute tickets will be collected on the door of the first bar by the group leader.

I there is a medical, legal, or any other kind of emergency we want you to contact us immediately so we can help you. Outgoing takes away over 30,000 people every year and we have a wealth of experience. We always support our groups fully and through good planning and working with reputable suppliers we aim to limit the possibility of any potential problems. We always provide a 24hr emergency contact that is on hand to deal with any issues that arise.

Your group deposit is returned on completion of a successful trip. Standard terms are for 45+ fully paid passengers booked on the trip to enable the deposit to be returned. Simply contact us upon your return and state your preferred method of refund.

We are always eager to hear feedback from customers so that we may strive to improve for the future. Please let us know if you particularly enjoyed any elements of the trip. It is very rare that we receive negative feedback but if you do have a complaint to make please put it in writing to Outgoing Ltd, 3 The Stables, Parrs Wood, Wilmslow Road, East Didsbury, Manchester, M20 5PG

Unless otherwise specified all coaches are executive standard with DVD player and CD facilities, WC, reclining seats and air conditioning.

We ask all passengers to respect all modes of transport. In most cases it is fine to take cold snacks and soft drinks with you. Hot food is not appreciated on coach travel. Consumption of alcohol is prohibited on coaches and fines can be issued in respect of this. Any damage or unreasonable mess caused to a vehicle will be charged for.

All merchandise is delivered to your Group Leader approx 2 days before the trip. It is up to the Group Leader when they wish to distribute merchandise. It may be possible to collect items prior to the trip. At the very latest items should be collected from the Group Leader on the coach or on arrival at the departure point.

We are careful to choose well located, suitable accommodation that is of a decent standard. The majority of our accommodation providers are city centre hostels. We have visited most of the hostels we use and we are happy to stay in them ourselves! Some of our hostels also feature their own nightclub where we can even arrange your own party!

Rooms are provided on a multiple occupancy basis ranging from triples to large dorms. The most common size of room is a 6 bed room. Rooms usually feature en suite facilities. We also usually offer the opportunity to upgrade to a private or twin room.

Normally accommodation is provided on a B&B basis. The package and board basis will be detailed on your group webpage and in your Travel Vouchers. No other meals or drinks are provided unless otherwise stated. If you require half board or a group dinner arranging, we can easily look into this for you.

The breakfast is normally a self service style continental breakfast. If you do manage to make it up in the morning expect bread, preserves and coffee to wash it all down.

Damage deposits are required for certain trips. Most accommodation suppliers will require a group damage deposit upon arrival. Should you cause any damage or unreasonable mess then you will have to pay for the cost of repair or cleaning.

In the resorts we offer bar crawls in we can accept last minute purchases in resort but these are at a higher price than pre-purchased tickets due to the extra admin that is created and also to offer an incentive to pre-purchase. The money is passed and kept by the group leader, money should not be passed to bar crawl reps or staff. Last minute tickets will be collected on the door of the first bar by the group leader and distributed to you after all pre-purchased passengers have entered.

I there is a medical, legal, or any other kind of emergency we want you to contact your Group Leader immediately, in turn they will contact Outgoing so we can help you. Outgoing takes away over 30,000 people every year and we have a wealth of experience. We always support our groups fully and through good planning and working with reputable suppliers we aim to limit the possibility of any potential problems. We always provide a 24hr emergency contact that is on hand to deal with any issues that arise.

If you purchased insurance online via Outgoing and you need to make a claim on your policy then you need to call Europ Assistance on +44 1444 442 463.

This is really dependent on what you want to do. You will need money for food, drinks, sightseeing, activities, visiting attractions, shopping and buying souvenirs.

We are always eager to hear feedback from customers so that we may strive to improve for the future. Please let us know if you particularly enjoyed any elements of the trip. It is very rare that we receive negative feedback but if you do have a complaint to make please put it in writing to Outgoing Ltd, 3 The Stables, Parrs Wood, Wilmslow Road, East Didsbury, Manchester, M20 5PG

If you purchased insurance online via Outgoing and you need to make a claim on your policy then you need to call Europ Assistance on 01444 442 463.

If you have received an incorrect size to that which you have ordered, we can re-order your item or refund you upon return of the incorrect item.

Please contact us to discuss your requirements. Many of the answers to your questions may be found on our Group Leader FAQ section.