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Frequently Asked Questions

Do I receive my event and travel tickets at the same time?

7-14 days prior to your departure date the lead passenger on the booking you will receive confirmation via email to the email address provided at the time of booking. Dependent on what you have booked or which festival you are going to attend, the information you will receive may vary. All coach travel customers will receive an e-voucher, if you have booked other arrangements we will send all confirmation together within 7-14 days. Festival tickets will either be sent via email in the form of an e-ticket or original tickets will be sent in the post, secure delivery. For accommodation, transfers or any other extras you will receive an email confirmation to present on arrival.

What do I do if I haven’t received my e-voucher or e-ticket?

The email and address you provide at the time of booking is extremely important this is where your tickets will be sent to, if you believe we have the wrong address please contact us immediately.

If you are expecting confirmation, e-ticket or e-voucher by email, firstly check your spam folder (also known as junk mail). Emails can sometimes be mistaken as unwanted mail by email providers and can automatically be moved to this folder. If it is not there please email and one of our Team shall investigate further.

If you are expecting tickets by post, any event tickets purchased through Planet Festival are sent by secure delivery. If you believe that the tickets have been sent to you but haven’t yet received them, please contact us on 08443 244 099 or we will then be able to provide a tracking number to try to locate the tickets.

How long will the coach take?

We cannot guarantee journey times, a guide time will be provided these are estimates and we advise to take into account possibilities of traffic, pick up's, drop off's and driver breaks.

Where will the coach depart/pick up/drop off?

At the time of booking you will have the option to select your departure point; this will also be your return/drop off point. Online you will be provided with the address and postcode; this information will also be included in your e-vouchers that you will be sent as confirmation. Depending on which festival you are attending you will normally be dropped off in the coach bay/park or a designated area, for any reason if the pick point on your return is different you will be advised by the driver/representative.

What time will the coach depart?

If there is a choice of times available, you will have the option to select your preferred time when processing your booking. If there is only one departure and pick up time, when selecting your departure point you will see the time will automatically default in the time section without the choice to change the time.

What time will we arrive at the festival?

Unfortunately we cannot provide times of arrival and can only suggest an estimated journey time due to possible traffic/delays circumstances out of our control.

Will the coach be direct?

We will always endeavour to have direct coaches where possible however some routes will include other pick up points.

How can I book?

You can book you trip online by following the booking process. If you are unsure of what to do or are having difficulty booking then you can give us a call and we can help you.

Do I need travel insurance?

Travel insurance is an important and essential part of your holiday. We strongly recommend that you purchase travel insurance before you travel.

Do you provide travel insurance?

We do provide travel insurance that is bookable online and we highly recommend that you take it at time of booking to make sure you have the relevant cover for your holiday.

Can I travel to Europe with a driving license as ID?

You do need a passport to travel and to enter into Europe or any other destination. You cannot travel on a flight without a passport as identification.

How can I view my booking?

When you visit the Planet Festival website go to manage my booking area and complete the relevant booking information and you can view booking details.

Where will the festival be?

Many festivals we have available are in different locations across Europe, before booking this information will be available so you know which Country you will be visiting, the nearest resort or city and information on the festival site, if you require any further information please do not hesitate to contact us.

How much luggage can I take?

Your luggage allowance varies from different airlines and different coach companies. Please check on your itinerary or tickets for this information. If you still can’t find it please just give us a call.

What currency should I take with me?

Spain – Euro
Germany – Euro
Belgium – Euro
Amsterdam – Euro
Croatia – Croatian Kuna
Serbia – Serbian dinar
Norway – Norwegian krone
Denmark – Danish krone
Hungary – Hungarian forint
Japan – Japanese yen
USA – American dollar

How do I know what transport is included?

At the time of booking you will have the option to book packages with or without transport, the transport options available are coach travel from the UK and transfers on arrival.

How do I make a group booking?

On our home page you will see a group tab at the top of the page which will direct you to a group online enquiry form, once completed one of our travel consultants will be in touch with further information for your group or you can call and we will be happy to offer suggestions and recommendations for your holiday.

Do I need a visa?

If you are a British passport holder you will not need a visa to travel to Europe. Other nationalities and Passport holders need to check with the required embassy, we do advise to always consult the foreign office if you are unsure before making travel arrangements. If you are unable to travel due to having the incorrect travel documents this is your own responsibility.

Can I book flights?

Yes you can contact Outgoing on 08443 244 099 who can provide flights, contact one of our Travel advisors and they can direct you to the correct department to check availability and prices.

What is API and why do I need to provide it?

If you book a flight for security reasons, the US and most EU states and other countries now require airlines to provide details about their passengers before they travel. This is known as Advance Passenger Information (API).

You need to supply API information from the travel document (usually passport) that you intend to use for travel to your destination. The information required is:

For all destinations you need to provide - Full name, Gender, Date of Birth, Travel document type, Travel document number, Travel document country of issue, Travel document expiry date and Nationality.


Can I make changes to my booking?

All requests for amendments or cancellation must be sent in writing to a member of the Customer service team at Outgoing (Contact details on website). Upon receipt of requests, a member of the team will be in touch to advise you of the options available.

We cannot guarantee that all requests are possible and will be subject to supplier's terms and conditions, please note that typically changes to flight tickets are very restrictive, if you have purchased flights with Outgoing.

Where we can make a change, we will charge for any additional services, facilities or items changed at the price that applies on the date the amendment is processed, in addition you will also be charged an administration fee.

How do I can cancel?

Tickets - All event & festival tickets are non-refundable and non-changeable as per terms & conditions of the festival promoter's websites

Coach travel - Non-refundable or non-transferable

Flights & Accommodation - Any changes or cancellation of either product will be subject to the Airlines and suppliers Terms & Conditions, there may be restrictions, please check before completing your booking.

Does the coach include the ferry?

Yes, any coach journey that requires a ferry crossing is included in the price

Can I add a person to my booking?

It could be possible to add a person on to your booking. You can send a request to us which we look into and advise of the additional cost if there is availability.

How do I find out my departure point or pick up times?

Your departure point and pick up times will be on the itinerary that you received when you booked. If you can't find this information we can advise you where to look or we can send you a new itinerary out.

Are tents included?

If you have purchased a ticket including camping, this ticket will give you access to the camp site, you will need to provide your own camping equipment including a tent.

How do I get a programme?

On arrival at the festival you will find a number of kiosks, staff members selling programme, which will provide a site map and line up information.

Can I get VIP tickets/camping?

Dependent on availability there may be an option to upgrade tickets or purchase VIP tickets, if not available online contact us for more information.