How do I leave feedback about our products and services?
The best way to leave feedback about our product and services is by using our special contact form . This will allow us to direct your feedback to the relevant departments.
How do I contact you?
Before your holiday
Have a question after you've booked your holiday? You can contact us via the messaging function in the ""Manage My Bookings"" area of the website. If you need to add any extras or make modifications to your booking, you can do so using the website's "Manage My Bookings" section, or alternatively email our customer care team csm@planmytour.co.uk.
During your holiday
We want our customers to enjoy a nice, relaxed holiday. However, if you are having problems and wish to file a complaint, you should notify a representative of the travel supplier, airline, or hotel reception staff as soon as possible. If they are unable to resolve your issue satisfactorily, you must contact our in-resort support team using the information on your ticket confirmation. If you do not follow this approach, you will have less opportunities to investigate and resolve your problem later on.
Our sales lines are open during the following times:
Monday - Friday: [8am-11pm]
Saturday: [8am-11pm]
Sunday: [8am-11pm]
Bank Holidays: [8am-11pm]
Our customer service line is open during the following times:
Monday - Saturday: [8am-11pm]
Our customer support team are available to answer questions, discuss changes, and add extras to your existing booking. Please read our Contact Us page for all the departments and contact information listed below.
Our customer service opening hours are 8am to 11pm, Monday to Friday, and Live Chat opening hours are 8am to 11pm Monday through Sunday
Please check our Contact Us page for any changes in hours for Bank Holidays or the Christmas season.
I’m currently on holiday and have a problem, what should I do?
If you require assistance while on holiday, please contact our representatives 24-hour in-resort support line. The number is on your booking confirmation email. If you have any difficulties that you cannot settle directly with the hotel, please notify us as soon as possible because we will not be able to look into them after your holiday.
Between the hours of 12 am. and 8 am. (UK time), the line is solely for emergencies. You will be requested to leave a message with your PMT reference number during this time so that we can call you back as soon as possible. Please call after 8 am. if the problem is not an emergency.
I have had no reply to my email query - what do I do?
We usually advise a 48-hour response time and aim to answer as soon as possible.
How do I contact you after I return?
We hope you had a wonderful holiday. If you wish to tell us how your vacation went, you can submit a review on our Trustpilot. Plan My Tour serves as an agent, therefore if you contact us with a complaint, we will contact the Travel Supplier, airline, or hotel on your behalf to try to address it..
How do I make a complaint?
During your holiday
We want our guests to have a pleasant, relaxing holiday. However, if you are having problems and want to complain, you should promptly notify a representative of the travel supplier, airline, or hotel reception staff while overseas. If they are unable to resolve your issue satisfactorily, you must contact our in-resort support team using the information on your booking confirmation. If you do not follow this procedure, we will have less opportunities to look into and resolve your issue later.
After your holiday
If you are not happy when you return to the UK, please contact our Customer Care team as soon as possible or at the very latest within 28 days. Plan My Tour acts solely as a travel agent, contacting the travel supplier, airline, or hotel on your behalf to try to address your complaint. If you wish to file a complaint, please do so in writing, including your PMT order reference number and any attachments. Please send your complaint to complaints@planmytour.co.uk.
How to add Plan My Tour to your safe sender list
If you suspect you are missing emails from us, it is possible that they are being delivered to your junk/spam folder rather than your inbox. You can, however, avoid this by adding us to your safe sender list. This ensures that you continue to get any emails or critical paperwork we provide you, and you are less likely to miss out. We advise you do this as soon as you have booked your holiday with us.
Outlook
Open the Plan My Tour email you have received and would like to add to the safelist
Click on the “Junk” link next to the delete button in the top left corner
Click on “Never Block Sender” in the drop-down options below the ‘Junk’ icon
The email you received from us will be automatically added to your Outlook safe senders list
Outlook (web version)
Once logged in, click on the cog icon in the top right-hand side of your inbox
Click on “Safe Senders” under the “Mail” tab
Open the email you have received from Plan My Tour and would like to add to the safelist
Enter the Plan My Tour email address and click the plus sign
Our Plan My Tour email will be automatically added to your Outlook safe senders list
Apple Mail
Open the Plan My Tour email you have received and would like to add to the safelist
Click on our email address at the top of the email
A list of options will appear on a drop down
Click on “Add to Address Book”
Our email address will be automatically added to your Apple Mail safe senders list
Gmail
Open the Plan My Tour email you have received and would like to add to the safelist
Click on the arrow next to the email icon on the far right
Select “Add To Contacts”
You will see a message appear at the top of the screen stating that our email address has been added to your Gmail safe senders list
iPhone/iPad
Open the Plan My Tour email you have received and would like to add to the safelist
Tap ‘Plan My Tour’ in the “From” line
On the next screen, tap “Create New Contact”
Add Plan My Tour’ details (the email will be populated, otherwise you’ll need to add more details)
Tap “Done”
Android
Open the Plan My Tour email you have received and would like to add to the safelist
Tap the icon next to our email address on the left-hand side
Tap “Create contact”
Add Plan My Tour’ details (the email will be populated, otherwise you’ll need to add more details)
Tap “save”.
I’ve received a suspicious call or email from someone claiming to work for Plan My Tour?
There are many web and telephone scams in circulation, in which third parties posing as employees of legitimate companies contact individuals by phone or email with the goal of scamming them.
We recommend all clients to be on the lookout for such behaviour in order to avoid being a victim of it. If you are unsure whether the individual contacting you is from Plan My Tour, please terminate the conversation and contact us via our official contact channels on our site.
When using websites, please ensure that the website you are using is secure and that the URL address you meant to view is correct. Please be aware that we will only request your contact information on our official website planmytour.co.uk and not on any other third-party websites.
Keep an eye out for fraudulent emails. Our emails are all sent from @planmytour.co.uk If you get an email from someone using a @gmail email address or any other email address with Plan My Tour elsewhere in its name, please be aware that this is not an official Plan My Tour email communication and that you should report such emails to your email provider as phishing attacks. You should only respond to emails from people you know.
