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Frequently Asked Questions

Here you'll find an overview of our frequently asked questions and their answers. Can't find the answer to your question? We're here to help you. Please send us an email and we will reply to your request within one working day. Or call us on
+31 85 8888 005
(Mon - Fri 09.00 till 17.00 hrs CET +1).

Packages
keyboard_arrow_right Why do the prices on your website fluctuate?

This is mainly due to fluctuating air fares by the airlines we use. Prices often increase as the departure date approaches so it is advisable to book as early as possible to guarantee the best price.

keyboard_arrow_right What is not included in the price of my package?

Travel insurance, transfers and expenditure whilst on your festival break are not included. Information on your route from the airport to your accommodation and from your accommodation to the venue will be issued with your travel documents.

keyboard_arrow_right Can I extend my trip?

Yes. Our festival trips are fully customisable and can be amended. You can use the calendar to determine your preferred travel dates. However, you cannot depart later or return earlier than our dates, which are chosen to make sure your itinerary will be not in conflict with the festival date(s) and times.

keyboard_arrow_right Is the transfer included?

Your trip does not include transfers. Information is provided on how to get from the airport to your accommodation and from the there to the festival site. Actually all relevant information is sorted out for you, so you don't have to!

keyboard_arrow_right Is the package still available?

All travel bookings made online are guaranteed to be available. Thus, you are assured of a definite flight, accommodation and festival ticket.

Payment
keyboard_arrow_right What extras must I pay?

It is not necessary to pay any extras. The prices displayed are always inclusive of all surcharges, taxes and booking fees. We believe in making all prices as simple as possible. The price displayed is always based on a standard flight time, accommodation and festival ticket which is clearly indicated. For most packages you can make additional upgrades for which the supplements will be shown.

keyboard_arrow_right Are the prices inclusive of VAT?

Yes, all prices are inclusive of VAT.

keyboard_arrow_right How can I pay for the trip?

In the last step of the booking process, you can select your preferred method of payment. We do offer AMEX, Mastercard, Visa and Paypal. Regardless of what ayment method you prefer, we wil not charge you a payment fee.

keyboard_arrow_right Is it safe to pay online with Festlane?

Yes, your payment is guaranteed to be safe with us; The payment process of our website Festlane.com is secured with VeriSign SSL (Secure Socket Layer) and SET (Secure Electronic Transaction) and takes place on a secure server. This secure connection is identified by the padlock in the address bar of your browser. Your payment and banking information are not saved. Your payment by credit card is via a secure connection to the secure online banking system led by our financial services Adyen which handles your payment on behalf of Festlane.com.

keyboard_arrow_right Why should I make a direct (pre)payment at the time of booking?

We work with 'live available' accommodations, flights and festival tickets. Therefore, we immediately book after receiving your payment, the flights, accommodation, and festival ticket all in your name. We therefore ask you for a direct (pre)payment in order to guarantee your reservation.

Booking
keyboard_arrow_right When do I get my festival tickets?

Your travel documents will be forwarded to you in PDF format one week prior to the event. Within these documents you will find your flight e-tickets, accommodation voucher and festival tickets. In some cases, your tickets will be sent to your accommodation. If that is the case, you will be notified at the time of booking.

keyboard_arrow_right Is it possible for you to send me a brochure?

Unfortunately it is not possible for us to forward a brochure to you by post. Our full range of products, prices and availability are clearly displayed on our website.

keyboard_arrow_right What happens after my booking?

Immediately (within minutes) after completing your booking you will receive a confirmation of your booking and payment via email. This confirmation also shows all flights, accommodation and any extras added to your booking. One week prior to the event you will receive your travel documents by email. This will contain information such as:

  • Confirmation of the flight instructions in order to check in online or at the airport You will receive via email the reference number of your flight tickets, along with instructions on how to check in online or at the airport in order to receive your e-tickets. All tickets are in your name, which must match your passport or national ID card details.
  • Confirmation of your accommodation reservation You will receive a booking reference and vouchers. You can also check in at the accommodation upon presentation of your passport (if necessary you can also show the vouchers).
  • Confirmation of your festival tickets Unless specifically stated during the booking process, you will receive your festival tickets at your home address (or at the address provided by you at the time of booking). In some cases, your tickets will be sent to your hotel. If that is the case, you will be notified at the time of booking.
  • Emergency numbers which you can use to reach us during your trip In the unlikely event that you have an urgent question for us whilst you are away we have two emergency number at your disposal, 24 hours a day, where we can be reached.
  • Route description from the airport to the accommodation and from the accommodation to the festival site With your travel documents and your passport in your pocket, you are now ready to take your exciting trip!
keyboard_arrow_right The trip is a gift. What address do I need to fill in?

Please fill in the address of the person that pays for the trip. All communication (as well as the confirmations) will be sent to the email address that is provided at the time of booking.

keyboard_arrow_right Is it possible to call into your office to make my reservation?

We are purely an internet based Tour Operator, and unfortunately, our office is not equipped for this service. We kindly request that you to make your travel arrangements online. Please feel free to contact us should you experience any difficulties during the booking process. We shall be more than happy to help.

Flight
keyboard_arrow_right What airline will I fly with?

The name of the airline you will fly with is displayed at the time of booking, just below the names of the departure and arrival airports. This information will also be stated on your travel documents.

keyboard_arrow_right Will I receive paper tickets?

No. All of the airlines that we work with issue electronic tickets only. We will provide you with your reference number and full details of check in.

keyboard_arrow_right Will my flight time be too close to the opening time of the festival?

You have the possibility to customize your travel package and choose between different flight times and airlines. This can assure you to land at an appropriate time for you to arrive at the festival at the time you wish. All flights offered are preselected by us and allow you plenty of time to be on time for the start of the festival.

Festival tickets
keyboard_arrow_right How will I receive my festival tickets?

Unless specifically stated during the booking process, you will receive your festival tickets via email (e-tickets).

keyboard_arrow_right What time does the festival open its doors?

The exact starting time is stated on both the festival page and in the booking process on our website. Some festivals announce opening times at a later stage however this is not likely to be later than two weeks prior to the event.

Travel documents
keyboard_arrow_right When will I receive the travel documents?

Immediately after your reservation you will receive a confirmation email of your payment and a record of your journey. You will receive the travel documents one week prior to the event.

keyboard_arrow_right What information is given in the travel documents?

We provide you with a fully extensive overview of your booking including al e-tickets and other details of your flights, hotel, festival tickets and route from the airport to your accommodation and to the festival. You are of course welcome to contact us if anything contained within your documents is unclear.

Accommodation
keyboard_arrow_right Can I choose my own room type?

In case of a hotel booking you can easily specify your room request during the booking process for most hotels we offer. You can usually specify a twin room (two single beds), a double room (one double bed), a triple room or a single room. You can rest assured that your selection is guaranteed. Information on the room type booked can be found in your travel documents.

keyboard_arrow_right Which hotel will I be staying in?

For most of our packages you can choose your own hotel during the booking process.

keyboard_arrow_right Is the hotel including breakfast?

This varies per hotel and room type. Please select the room and arrangement of your preference when selecting your hotel.

CHANGES / AMENDMENTS
keyboard_arrow_right I want to change the name of one or more of the passengers travelling. Is this possible?

This is possible subject to an administration charge of €23 / £20 per amendment, plus any charges made by the airline or hotel (however hotel changes are usually free of charge). Please forward your amendment requests to us via email. Then we will calculate the cost and communicate this to you for approval. Please note that (especially for flights) the earlier you inform us of a change, the cheaper it will be. Full payment for amendment fees must be paid before the change can be made to your booking.