Frequently Asked Questions

We know that your holiday is important to you, so we have put together a list of the most Frequently Asked Questions so you can get the answers on all your need to know. We have also included our Important Information for all holidays booked through Malta Direct.

If you are still unsure, please call our Administration team on the number above and they will be happy to help!

About Malta Direct

Why book with Malta Direct?
With over 40 years experience as a Malta sepcialist providing holidays solely to Malta, Gozo & Comino you can rest assured we can provide you with the best deals and friendly, knowledgeable service.
All our staff have been to Malta and can provide first hand experience to provide help while arranging your tailor made holiday and advice on how to make the most of your stay.
How safe are my arrangements with Malta Direct?
Malta Direct wants to ensure total peace of mind when booking a package holiday or accommodation only. We have therefore put in place various safeguards through ATOL and our Fair Trading Bond to ensure that all of your monies are held secure. Plus, we are a member of ABTA, membership number Y6613.  We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. 

Protection

Is Malta Direct ATOL or ABTA protected?
We are ATOL protected and our ATOL number is 1762.

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked ( flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL certificate go to: www.caa.co.uk

M
alta Direct is also a member of ABTA and abide by all ABTA guidelines. Our ABTA number is Y6613.

My Holiday

Do you have a local rep in resort?
All our package holidays include a local rep service.

Prior to travel you will be provided with details of our local representatives and contact numbers should you have any queries or encounter any emergency in resort. 

Transfer departure details will be provided but also require reconfirmation whilst in resort.

If you encounter any difficulties during your stay, please contact the accommodation in the first instance and if further assistance is required, contact our loca representatives who will endeavour to resolve any issues promptly during your stay. Any right to compensation may be lost if you fail to do so.

What is my luggage allowance?
Luggage is not always automatically included and you must add this during the booking process.

Hand and hold luggage options vary between each airline. During the booking process luggage inclusions or options will be available to view. To view luggage options you can view our luggage allowance guide here.

Luggage weighing more than the paid allowance is at an additional charge, confirmed at time of check-in and payable directly at the airport.
How will my medical condition effect my travel?
If you have a medical condition or a disability that may require special attention or assistance either on a flight or at the accommodation, it is your responsibility to let us know when booking. We will pass on any special assistance requests to the airline, however these are subject to the airline’s availability. 

Please ensure you contact us before making a reservation so we can confirm the availability of any assistance for flights or transfers. It is important that we discuss the suitability of a property or other travel aspects with you to ensure that your needs can be met as not all accommodation caters for customers who rely on wheelchairs or have specific needs. Please contact our reservations team who will be more than happy to help.


Does my holiday include a Gala meal?
Many of our hotels have gala meal supplements which are compulsory, depending on the date and meal arrangements. Traditionally this includes Christmas Eve to New Years Day, though it can also occur on Valentine’s Day and Easter.

Please check with our reservations team for the gala meal prices at your chosen property, if applicable. Some supplements may only apply if you upgrade your board basis (i.e. from BB to HB). Please note that where compulsory gala meals are applicable, these will be included in your board basis supplement and will not be shown as a separate amount on your invoice. Where gala meals are optional, these should be requested at the time of booking and will be detailed separately.
My passport is valid for 3 months, can I travel on it?
British citizens must hold a ten-year passport for adults and five-year passport for children (0 - 15 years), valid for at least 6 months after your return date – visit on www.ips.gov.uk for more details.

For other nationals please check with your embassy for exact details. The name on your passport must completely match the name on your ticket or you will not be allowed to travel. It is your responsibility to ensure that your documentation is in order before you travel.
What vaccinations do I need to travel?
There are currently no compulsory vaccinations for those travelling to the Maltese Islands from the UK. Holders of a European Health Insurance Card (EHIC) are able to access reduced cost or free state-provided health care (whilst the card is still valid which may be subject to Brexit).

Alternatively consult your doctor. Please note that the EHIC is not a substitute for travel insurance and does not cover private medical care or the cost of such things as repatriation.
What clothes should I pack?
Generally this will depend upon the time of year you travel. In the summer you have an average of 12 hours sunshine and temperatures can reach highs of 30+ degrees, so summer clothes all the way.

Spring and autumn are of course cooler, whilst the winter months are mild with cold spells from time to time - it’s handy to pack some warm wear as the temperature can dip at night.

Many properties have a dress code for dining (especially the 5 star properties), these do vary so please speak to our knowledgeable travel experts for exact details.
What cooking facilities are available in self-catering accommodation?
The range of equipment supplied in self-catering studios, apartments or houses vary, but all will have a fridge, facilities for preparing light meals and basic supply of utensils. The frequency of linen and cleaning services is shown in the individual property descriptions.
Where can I find the latest travel advice?
For the latest travel advice from the Foreign & Commonwealth Office click here
What is included in my car hire?
Car hire inclusions and rules vary between Gozo & Malta. Please view our car hire page for full information.
What’s included in my holiday package?
• Return flights from the UK to Malta airport.

• Accommodation and meals (if applicable) as confirmed on your invoice.

• Return transfers (for package holiday clients) from Malta airport to your accommodation. For Gozo and Comino, the pedestrian ferry crossing can also be included.

• Representative services whilst in resort for package holiday clients.

• Compulsory UK and airport taxes included (note that the local tax is payable on arrival directly to the hotel - €0.50 per person per night capped at €5)

Additional items can be added to your holiday package such as insurance, car hire, tours and excursions.
When will my reservation be confirmed?
We will send a confirmation invoice to the party leader within 48 hours after your reservation has been made. Once received please check all details on the invoice and notify us immediately if any information appears to be incorrect or incomplete, within 24 hours of receipt. Failure to do so may incur a further cost to you if we attempt to rectify any errors after this period.
Can I book accommodation-only?
We are pleased to be able to offer virtually all of our hotels, apartments and farmhouses on a room / accommodation-only basis. The simplest way is to use our Search and Book facility and select Accommodation-only from the top menu.

If, however, your chosen accommodation is not displayed this might be for a number of reasons, and we would suggest that you either call or email us on the details provided in the top of this page.
Can I fly if I'm pregnant?
Some airlines have restrictions on clients who wish to travel during pregnancy – please check with us or the airline before booking.  Consult your doctor and make sure that your insurance cover is appropriate.
What happens to my transfer if my flight to is delayed?
If you have booked a flights with us we will monitor the delay and take necessary action to ensure you will still be met by our Malta Direct representative.

For trips where the flight and transfers have been arranged independently, you will need to contact the party this was booked through. Malta Direct does not provide support for services made through other sources.

Transfers

Are transfers included in my booking?
These are included at the time of booking but they can be removed. Details for transfers will vary by destination. Times sent at the time of booking are a guide only and your return transfer collection time will be confirmed in resort. The transfer supplier’s contact details will be issued on your documentation.

In Malta, your representative will be able to help with any questions you may have about your return transfer.

Payments

How much deposit must I pay?
The deposit payable may vary according to flight date, airport and accommodation. You will be advised of the deposit before your booking is confirmed. Please note that if your booking includes a flight, the price of the flight may be payable in full at the time of booking depending on class of fare booked and/or airline booked. If you are making a booking within 10 weeks of departure date you will need to pay the full amount at the time of booking.


When must I pay my balance?
The date on which the balance of the holiday price is due will vary according to your chosen holiday. The date will be confirmed by your travel executive or via our website, however, in all circumstances this will be no later than 10 weeks before your departure date.

Amendments & Extras

How do I make a change to my travel arrangements?
If you need to make any changes to your booking, the person who made the booking must notify us in writing via email or post, as soon as possible. We will do our utmost to make these changes but we cannot guarantee this.

Certain travel arrangements (e.g. low cost flights) cannot be changed after a reservation has been made and any alteration request may incur a 100% cancellation charge.  Amendment fees will apply, we will provide full details of any additional costs before making a change.

Please note: if you do not receive acknowledgement of your requested change within 24 hours of submission, you must contact us by phone or re-submit your request – it is essential that you receive an acknowledgement from us, otherwise your change will not be guaranteed.

Check In

Do I need to check in for my flight online?
We check you in for your Ryan Air, EasyJet, Jet 2 and TUI flights and send your boarding passes.

Please note, Ryanair passengers who do not pre-book seats will automatically be allocated seats by the airline and therefore may not receive travel documents until less than 24 hours prior to departure. Check-in may need to be carried out whilst in resort for your return flight if you have not pre-booked seats. Our UK team will issue your return boarding passes to resort. If you have not received these, please call us on 01753 496 110 or our local representatives.

If you are travelling with Air Malta or BA online check in is available for passengers 24 hours prior to departure, however, this is not mandatory and check in at the airport is available. 

What time do i need to be at the airport?
We recommend you arrive at the airport at least 2 hours prior to flight departure time.

Documentation

What are my passport and visa requirements?
British citizens must hold a ten-year passport for adults and five-year passport for children (0 - 15 years), we recommend that you have at least 6 months left on your passport at time of travel – visit on www.ips.gov.uk for more details. For other nationals please check with your embassy for exact details. The first and last name on your passport must completely match the name on your ticket or you will not be allowed to travel. It is your responsibility to ensure that your documentation is in order before you travel.

Passport details will need to be provided to us for most airlines. You can contact us by phone or go to the Manage my Booking link at the top right of this page. 

Your passport, visa and immigration requirements are your responsibility and you should confirm these with relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, or immigration requirements. If you are unsure, we recommend that you contact the relevant embassy/consulate. Information can also be found here.
When can I expect to receive my travel documents?
All travel documents will be sent to you approximately 2 weeks before your travel date. If you have booked with Ryan Air and have not purchased pre-booked seats we can only provide your travel documents 24-48 hours prior to departure n line with their online check in procedure.
 
If your booking is made within 14 days of departure your travel documentation will be sent immediately.

Your travel documents will be sent via email unless postage is requested at the time of booking.
Do I need a Visa?
British citizens do not need a visa for any of the holidays featured in our programme but other nationals should check with: Malta High Commission, Consulate Section, Malta House, 36-38 Piccadilly, London, W1J 0LE. Tel: 020 7292 4800

We strongly recommend that you leave sufficient time prior to your holiday departure date to allow for this. It is your responsibility to ensure that your documentation is in order before you travel.
Our Clients

Testimonials

Thank you for your help with all our queries, amazing service and very much looking forward to our latest visit to Malta!
R Hearn
04 Aug 2020
Great service. From booking to the holiday itself, everything was perfect. Thank you
G Russell
02 Dec 2019
Perfectly organised, thank you for your help, great to call and talk to someone!
P Hardy
21 Nov 2019