HOW TO CONTACT US

You can contact us via phone, email or mail as well as via the in-app message board.

Phone: 020 8246 5300

Email: concierge@powderbyrne.com

Address: 250 Upper Richmond Road, Putney, SW15 6TG

USING THE APP

Q. What is the My PB app?

A. The My PB App is an application for clients of Powder Byrne which displays all of the travel information that you will need before and during your trip all in one place. It also shows useful local information such as restaurants, activities and information about any programmes you have booked with Powder Byrne

Q. What if my travel plans change?

A. Your dedicated Travel Consultant can make any agreed changes to your holiday plans. This will automatically update in the app when the changes have been made.

FLIGHTS

Q. I am flying on scheduled flights with Swiss. When does online check-in open for my flight?

A. Online check-in opens on swiss.com 23 hours prior to departure.

Q.  What is the hold luggage allowance with Swiss?

A. If you are flying Economy class the allowance is 1 hold bag up to 23kg per person, including infants. If you are flying Business class the allowance is 2 hold bags up to 32kg per person, for infants in business only 1 hold bag up to 23kg.  

Q. I am are flying on scheduled flights with British Airways. When does online check-in open for my flight?

A. Online check-in opens on ba.com 24 hour prior to departure.

Q.  What is the hold luggage allowance with British Airways?

A. If you are flying Economy class the allowance is 1 hold bag up to 23kg per person, including infants. If you are flying Business class the allowance is 2 hold bags up to 32kg per person, for infants in business only 1 hold bag up to 23kg.  

Q. What should I do if I lose my bag?

A. If you lose your luggage, please make sure that this is reported to the lost luggage handler in the airport, before leaving baggage reclaim. Once this has been done, you should be issued with a report or case number. Once you have this please pass this on to a Powder Byrne member of staff, along with a description of your luggage. Powder Byrne will then organise the returning of your bags directly with the airport handlers.

TRANSFERS

Q. What should I do when I land at the airport, will anyone be there to meet me?

A. If you have booked a road transfer through Powder Byrne, you will be greeted at the airport by either your taxi driver or one of our Powder Byrne resort staff members. If you have booked a train or are making your own arrangements and require any extra information on your arrival, please contact our Client Concierge team before travel. In both cases you will be greeted on arrival into your chosen resort by a member of the Powder Byrne team.

Q. What should I do if I can’t find my driver?

A. If you have booked your road transfer through Powder Byrne you should be greeted by your taxi driver with a name board or a Powder Byrne staff member. If you cannot locate either of these, please call your Resort Manager on the number provided in your itinerary.

Q. Will child seats be provided for my transfer?

A. Yes for all transfers Powder Byrne will provide the appropriate child seats for your transfer type.

Q. Will there be enough space for my luggage?

A. Powder Byrne will ensure that a large enough vehicle is booked for your transfer including luggage. If you intend to bring large items of luggage or will have more than 1 hold bag per person, please let our Client Concierge team know pre-travel so that we can organise a larger vehicle.

ACCOMMODATION

Q. What does the board basis “Half Board” mean?

A. Half Board means that guests are entitled to have breakfast and an evening meal within their hotel each day (the evening meal can be exchanged for lunch in certain hotels). The Half Board evening meal tends to be chosen from a set menu.

POWDER BYRNE CHILDREN’S PROGRAMMES

Q. What do my children need to bring with them on holiday?

A. All the equipment for activities within our programmes will be provided. Our Client Concierge team will message you before you travel with advise on what to pack for the children in terms of items such as sun cream, sun hat, trainers, swimming kit etc.

Q. Do I need to supervise my children at lunchtime?

A. All children booked into a Powder Byrne children’s programme will be supervised during lunchtimes. (The cost of lunch is additional). All dietary requirements can be catered for. Please advise any requirements prior to travel.

Q. What are the timings for the Powder Byrne children’s programmes?

A. Sign in is approximately 10.00 am and sign out is at 4.30 pm. (Exact sign in and out locations will be confirmed to you by our Powder Byrne resort team)

Q. Do the Powder Byrne children’s programmes operate every day?

A. The Powder Byrne children’s programmes operate 6 days a week in the summer.

IN-RESORT PAYMENTS

Q. What is the tipping etiquette in resort?

A. Tipping of any local or Powder Byrne staff is entirely voluntary and totally at your discretion.

Q. Do I need to carry money in resort?

A. You will need currency for any food and drink expenses. We have also introduced a Powder Byrne Seamless & Secure payment process which gives you more flexibility to add exclusive client experiences, any shopping requests, taxi services, restaurant reservation fees and more client concierge requests directly to one family Holiday Extra’s invoice which can then be charged at the end of your holiday.

To ensure a seamless holiday payment experience, we require a valid credit or debit card to be held securely on account for the duration of your holiday via our PCI Compliant tokenization gateway. Your card details can not be accessed by anyone inside or outside of Powder Byrne and no payment shall be taken from your account without your authorization for payment. You may, at any time, request for your payment information to be amended or removed, however, we do require a valid card to be held on account for the duration of your holiday.

Please add your card details and information before you travel by following this secure link or following the URL below;

https://seamlessandsecure.powderbyrne.com/

If you have any questions, please don’t hesitate to contact Powder Byrne Client Concierge and we will be happy to help.