Frequently asked questions
Below you will find answers to the questions we are asked most often. If yours is not listed, feel free to contact us.
Booking and paying
Is a request already a booking?
No. A request is non-binding and free. Your trip is only arranged once you have agreed to our proposal, paid the deposit and received our travel confirmation.
How much do I pay once I agree?
You pay 30 percent of the trip price as a deposit. The balance is due no later than 42 days before departure. If you book within those 42 days, you pay the full price in one go; you see this before you book.
How can I pay?
You can pay by iDEAL, Bancontact, credit or debit card, Apple Pay, Google Pay or bank transfer. If you are unsure whether a payment request really comes from us, call us before you pay.
Is my trip settled as soon as I have paid?
Not automatically. A trip is only confirmed once all its components, such as flights, hotel and transfers, have been confirmed. You will know it is settled once you have received our travel confirmation.
When do I pay the balance?
You pay the balance no later than 42 days before departure. That date is stated on your travel confirmation.
Can I put a trip on hold?
No, we do not hold a trip without a booking. A request is free and commits you to nothing, but it does not secure a place or a price either. Only once you agree to our proposal and the deposit has been paid do we book the flights, hotel and transfers with our partners. Until then the price and availability can change. If a particular date matters to you, call us: we will look together at how firm that date still is.
Can I book if I live in Belgium, Germany or France?
Yes, you can make a request from any of these countries. We discuss the possible departure airports when you submit your request. The financial protection of your travel money through GGTO applies to travellers from across the EU.
Before departure
When will I receive my travel documents?
You receive your travel documents well before departure, digitally, at the email address of your booking. If you have not received them, check your spam folder or contact us.
What should I check in my travel documents?
Above all, check that each name is spelled exactly as in the passport or ID card you are travelling with. Also check that dates and flight times are correct. If you spot a mistake, report it straight away.
Which documents do I need to travel?
You need a valid passport or ID card. Whether that is enough and whether you need a visa depends on your destination and your nationality. Check this with official bodies, such as the Dutch government (Rijksoverheid) or the embassy of your destination.
How long must my passport be valid?
It differs per country. For Egypt your passport must be valid for at least six months on arrival and have one blank page. For Turkey at least 150 days from arrival is required. For Tunisia your passport must be valid up to and including the day you return. For Morocco the requirements differ: the Dutch government states the passport must be valid for the whole of your stay, while airlines often apply six months. So allow six months for Morocco as well, and check the current rule at nederlandwereldwijd.nl.
Can I travel with an ID card instead of a passport?
For Turkey you can travel on a valid Dutch ID card, which must still be valid for at least 150 days on arrival. For Morocco, Egypt and Tunisia you need a passport; an ID card is not enough there. If you hold another nationality, check with the consulate of your destination.
How are the transfers arranged?
The transfer from the airport to your hotel and back is included in the price of every package. A driver from our own partner on the ground collects you. The pick-up time for the return journey is on your travel documents and is confirmed with you again locally. On tours and combination trips the drives between destinations are included as well.
How much baggage may I take?
That differs per flight and per airline. Your exact baggage entitlement is stated in your travel documents. Check it before you start packing.
Do I need travel insurance?
We recommend considering travel insurance and cancellation insurance. Medical costs, baggage damage or a cancellation due to illness are not covered by the financial protection of your travel money. Read carefully what is insured.
At your destination
What do I do if something is wrong with my hotel or accommodation?
Report it straight away to reception or the tour leader so it can be solved on the spot. If that does not work, contact us via the emergency number in your travel documents. Take photos and note down what was said.
Where do I find the emergency number?
Travellers who have booked with us will find the emergency number in their travel documents. Also note it down separately from your phone. In a life-threatening situation, call the local emergency services first.
What if my flight is delayed or cancelled?
Go to the airline’s desk, which will inform you about your options. If the delay affects your transfer or accommodation, call the emergency number in your travel documents. Under the European passenger rights rules, you are entitled under certain conditions to care and sometimes to compensation.
What do I do if my baggage does not arrive?
Report it immediately at the airport to the airline’s desk, before you leave the arrivals hall. Keep your baggage tags. Let us know afterwards what happened.
Is there support in my language?
That differs per trip and destination. We do not promise a particular language of the tour leader or support in advance, unless it is stated in your proposal and travel confirmation. If you have a wish, tell us when you make your request.
Changing and cancelling
Can I change my trip after booking?
That depends on the component. Flights often cannot be changed, or only to a limited extent; for hotels and transfers, the supplier’s conditions decide. Ask us as early as possible and we will find out what the options are.
Can I have a traveller’s name changed?
Small spelling mistakes can sometimes still be corrected, but for flights a name change is often limited or incurs a charge. Report a mistake straight after you receive your travel documents. Whether another person can take over the booking depends on the airline’s conditions.
What does cancelling cost?
That depends on when you cancel and on the conditions of the components of your trip. The closer to departure, the higher the costs generally are. The cancellation conditions are on the Travel terms and conditions page.
How do I request a change or cancellation?
Send a written request to service@sultantravel.nl, with your reference number, the names of the travellers and what you want to change or cancel. Do so as soon as possible, because the moment we receive your message can determine the costs.
What happens if Sultan Travel changes or cancels the trip?
We will then inform you as soon as possible and discuss the options, for example an equivalent alternative. If we cancel the trip, you are entitled to a refund of what you have paid.
Flights, luggage and destination
Are flights included in the price?
Yes. Flights, all airport taxes and the fuel surcharge are always included. We find the best flight from your chosen departure point and confirm it within 24 hours.
Can I choose my own airport?
Yes. You choose your departure point from our airports: Amsterdam, Rotterdam, Eindhoven, Düsseldorf, Weeze, Brussels and Charleroi. We find the best flight from there.
How much luggage can I take?
Hand luggage is always included. Hold luggage is booked as an option, per person and per leg; the number of kilos depends on the airline (usually 15, 20, 23 or 25 kilos).
Do I need a visa?
That depends on the destination and nationality, and the rules can change. Before booking, check the current rules with the official authorities, such as your government or the consulate of your destination. If in doubt, ask us.
Is halal food available?
In our destinations halal food is the norm and in most hotels the food is halal. If you have specific wishes, let us know with your request and we will arrange it for you.
Can I travel with children?
Yes. Many hotels offer family rooms and facilities for children. Some hotels are adults only, from age 16 or 18; this is clearly stated for the hotel.
Security and contact
Is my money safe if Sultan Travel goes bankrupt?
GGTO provides financial protection for your travel money if the travel organiser becomes insolvent, under the European Package Travel Directive. This also applies to travellers from other EU countries. More explanation is on the Security and protection page.
What is the difference between GGTO and the VvKR?
GGTO protects your travel money if the travel organiser becomes insolvent. The VvKR is a trade association of small-scale travel organisers, of which Sultan Travel is a member under number 21034. The VvKR is not a guarantee fund.
Where can I read what other customers think of Sultan Travel?
On Trustpilot, customers rate us 4.6 out of 5, based on 34 reviews (as of November 2026). You can find them at nl.trustpilot.com/review/sultantravel.nl.
How do I contact Sultan Travel?
Call us on +31 10 842 04 63 or email info@sultantravel.nl. We are available Monday to Friday from 9.00 am to 5.00 pm and on Saturday from 10.00 am to 1.00 pm (Dutch time).