Frequently Asked Questions
Click a heading below to reveal the FAQs for that section:
About the Booking Conditions
Are rates shown per person? What is included?
Rates shown on our website are per person, for 3 or 7 nights. The rates include return travel, by air or by sea, car parking, all transfers, holiday insurance and accommodation with meals where stated. We can also price for longer or shorter stays on application.
How do I make payment?
We accept cheques made payable to Isles of Scilly Inclusive Holidays Trust Account, BACS transfers, or you can ring us to make payment by debit card. We can accept credit cards, but use of these will incur a charge of 2.5%. We do accept International Credit Cards as long as the card is in your name and the address you provide is the same as your card billing address.
Do I have to pay in full at the time of booking?
We provisionally book everything and put the information in writing to you by post or email, when you have seen the booking in writing, and have read and agreed to our Booking Conditions and Privacy Statement, you then have 10 days in which to confirm the payment either with a deposit of 25% of the total cost if the start date is in excess of 8 weeks, or with payment in full if travel is within 8 weeks of when the booking is made. When payment is received all tickets are issued and sent to you.
Can I make a booking if I am from outside of the UK?
Yes, we are happy to accept bookings from outside the UK however we cannot provide insurance cover for non UK residents. All rates will be quoted to you in British Pounds.
Should I contact the accommodation to check my booking is confirmed?
There is no need to contact the hotel/guesthouse/self-catering accommodation we do all of this for you – if you have any queries regarding your booking please do not hesitate to contact us on 01720422200
What tickets should I expect when I have made payment?
Your ticket wallet will contain your travel pass, and any necessary transfer tickets, these are used for the taxi and boat transfers either in Penzance or Scilly that we arrange for you. There is one transfer ticket per person, per journey. You should also have a car parking confirmation if we have included car parking for you. We do not issue accommodation vouchers as they are not used on Scilly. When you check in, you will only need your name, it is not necessary to have anything in writing but please be assured your reservation is confirmed with the accommodation provider once you have made your deposit payment.
Can I change my booking?
Yes, amendments to you booking can usually be accommodated – subject to availability. There will be a charge for this which we will confirm at the time of the amendment.
What happens if I need to cancel my holiday?
If you or any other member of your party needs to cancel the confirmed booking, you should notify us as soon as possible. Please read our Terms and Conditions for cancellation charges.
About Your Trip
How long before the flight do I have to check in?
If travelling by Skybus you should check in at least one hour prior to your flight departure time.
Is there a baggage limit?
The luggage allowance on the flights is 15kg (33lb) per person; please note if you are using a shared allowance no single piece of luggage will be carried if the weight exceeds 20kg (44lb). The luggage allowance on the boat is 25kg (55lb) per person.
Do I need a passport to travel to the Isles of Scilly?
You will need some form of photographic identification when travelling to the islands; this can be a passport; new style driving licence or bus pass with a photograph on. If you do not have photographic identification you can usually use a credit card as proof of identity but please contact us to check this is acceptable for the airport you are travelling from.
What happens if I get delayed due to weather?
We can sometimes experience delays due to adverse weather conditions. Fog affects flying on average approximately 16 days a year. If you have our holiday insurance, the insurance company will pay for each completed 12 hour delay. Please note that our insurance does not offer compensation for loss of time spent on holiday. If you have your own holiday insurance, please let us know at the time of booking.
Is car parking included in the price?
Car parking can be included at Exeter Airport, Newquay Airport and Land's End Airport and in Penzance if you are travelling by Scillononian. For Exeter car parking needs to be pre-booked so please let us have your car registration, make, model and colour at the time of booking.
What happens if I am travelling by train?
If you are staying overnight in Penzance, please let us know and we will arrange for Penzance Taxis to meet you and take you to your accommodation, they will then make arrangements with you to pick you up the following morning. If you are travelling by Scillonian, please let us know your train arrival time we will arrange for Penzance Taxis to meet you and take you to the quay. If you are travelling by Skybus, the Skybus Minibus will leave the station approximately 45 – 60 minutes before each flight – please let us know your train arrival time, we can then let you know your exact pick up time. Transfer tickets are included in your ticket wallet for these transfers.
What happens when I arrive at the Airport on the Isles of Scilly?
If travelling by Skybus you will be met by Paulger's Passenger Transport, they will transfer you to your accommodation. Just tell the driver where you are staying and you will be delivered to the door – they will also arrange your return pick up time with you at this time. If you are staying on one of the off-islands, they will take you to the quay where you will connect with the off-island boats. Transfer tickets are included in your ticket wallet for these transfers. Transfer from the airport to Hugh Town or the harbour is approximately 10 minutes. Transfers by boat to the off islands in approximately 20 minutes but this depends on the tide and whether the boat is direct.
About Your Stay
What shall I pack?
The weather can be changeable at any time of year so we recommend you bring a light waterproof jacket. The UV Index is also very high in Scilly due to the air clarity and lack of pollution so you will need sunscreen, even on a cloudy day! Good walking shoes are also recommended.
What is the currency on the Isles of Scilly?
The Isles of Scilly use Pound Sterling. The postal rates are also the same; stamps are standard First or Second Class as the UK. Telephone calls to the UK are also charged at standard national rate.
What banks are on the islands?
There are branches of Lloyd’s TSB and Barclays Bank in Hugh Town, St Mary’s. The Lloyd’s TSB branch has a cash-point machine. We advise that you travel with some cash as the off islands do not have cash point machines although some of the shops will offer a cashback facility
What healthcare is provided?
There is an NHS Hospital and a Health centre on St.Mary’s that serves all the islands.
What are the options for eating out?
There are a wide variety of eateries on St.Mary’s, although options are more limited on the off islands. In the summer months it can be very busy due to the small capacity of some establishments so we recommend you book in advance. Please see our comprehensive restaurant guide for the islands.
Can I visit the other islands easily?
Every island has its own boat service and provides daily trips to other islands, which takes approximately 20 minutes. Please see our boating pages for more information.
If I am unable to travel do cancellation charges apply?
If you are cancelling for a non medical reason then yes they do. Medical problems will be covered by your holiday insurance as long as you have made the disclosures when taking the insurance out. If you cancel because you have changed your mind or have other commitments then the charges are as follows:
More than 56 days before departure - Loss of deposit only
55-29 days before departure -45% of the holiday cost
28-15 days before departure -60% of the holiday cost
14 days or less before departure -100% of the holiday cost
If you have any further queries regarding this then please do call us on 01720 422200