Frequently Asked Questions

Who are Inspire?

Inspire is an ABTA and ATOL licensed travel agency and tour operator. Kidney Care UK has selected Inspire as their trusted travel partner to support grant recipients with choosing and booking their holiday.

What protection does ABTA and ATOL provide?

When booking a holiday, it is often comforting to know it is ABTA or ATOL protected. Often the two terms are used interchangeably. However, while they are both watchdogs of tour operators, the cover they supply depends upon your mode of transport

ABTA stands for the Association of British Travel Agents, while ATOL stands for Air Travel Organiser's Licence. ABTA applies to holidays purchased in the UK that don’t include flights, that is to say rail, cruise and self-drive holidays. Generally speaking, if you are ATOL protected, it covers package holidays and ensures you will be looked after if the travel company you booked with goes out of business. Some flight only bookings will not be covered by either, so take that into consideration and check your booking terms and conditions.

Please remember that If you want to be fully insured for the things that ATOL and ABTA don't cover, such as medical expenses and your personal belongings, you will still need your own travel insurance.

What do I do if I have a complaint about my holiday?

If you have a complaint during your holiday, you should contact the hotel reception/holiday representative immediately so the problem can be resolved as quickly as possible. If you discuss the problem with the hotel reception/holiday representative during your stay, it can usually be settled straight away.

If the issue remains unresolved, you must call the 24hr emergency in-resort number if there is one on your accommodation voucher.

If the complaint remains unresolved, please call Inspire on 0161 465 6006 (option 3).

Should you wish to make a complaint upon return this must be put in writing and sent to us at; Inspire, Victoria House, 19-21 Ack Lane East, Cheshire, SK7 2BE

What type of break can I book with my holiday card?

Inspire have access to over 400 of the best known and trusted travel providers in the UK and overseas, including brands such as Jet2Holidays, TUI, Hoseasons, Butlins and many more.  Whether you want to book one of 600 UK holiday parks, a package holiday to Europe or book flights only to visit family our ABTA license means we can book any kind of break for you. If you want to holiday with a specific tour operator, Inspire can book that for you.

To start planning your holiday please call Inspire on 0161 465 6006 (option 1).

How do I use my holiday card?

All you need to do is call Inspire’s friendly travel experts on 0161 465 6006 (option 1).

Your Kidney Care UK Holiday Card is preloaded with your grant and registered to you individually.  The friendly travel team at Inspire will help with all your travel enquiries, arrange any special assistance you may need and answer any questions to ensure you find your perfect holiday.

The card is redeemable in full or part payment for one new booking made through Inspire. The card cannot be used in conjunction with other travel cards issued by Inspire such as the Inspire TravelCard etc.

How long is my holiday card valid for?

You have 6 months from date of issue to redeem your holiday card but you do not have to travel by this date. You simply need to choose and book your trip before the card expires, you can travel anytime in the future.

You can find your holiday card expiry date on your holiday card. Any unused funds after this date will be expire and no longer be available. Don’t worry we will also send you a letter to remind you before it runs out.

What if I can’t book my trip due to my health declining?

We understand that living with a chronic illness can be very challenging. If you haven’t booked your trip with Inspire yet but your health situation has changed and you don’t feel able to plan a holiday anymore, we understand.

Please call Inspire on 0161 465 6006 (option 1) so your holiday card can be cancelled. We will notify Kidney Care UK and you will be able to reapply for a holiday grant when you feel more able to enjoy it.

Can I contribute my own money towards a holiday?

Yes, absolutely. Your grant is a contribution towards the cost of your family holiday, so you may choose to add your own money to it.

If you wish to contribute your own money towards your holiday then Inspire can help make this more affordable by offering you flexible and longer-term payment plans to pay the additional money towards your break.

What do I need to do if I have children travelling with me?

Please ensure that you provide Inspire with the correct ages of the children and infants travelling. Any ages provided to us at the point of booking, must be the ages of the children and infants which they will be at the point of travelling.

Infants must be older than two weeks to be permitted to fly and younger than two years (on return date). Although infants will not be allocated a seat or baggage allowance on an aircraft, they will be issued a ticket.

Tickets for infants or children can only be sold when a minimum of one adult traveller is also purchased.

Please be aware that children need their own passports. A child passport is valid for five years.

What is the difference between a special request and special assistance?

A Special Request is an additional note that you can make for any part of your holiday booking such as requesting a specific model of hire car, equipment for children, asking for a specific hotel floor, or celebrating a special occasion. Inspire will pass on any details and do their best to ensure they are followed, but unfortunately, we can’t guarantee that these requests can be met by the supplier. 

If you are travelling with or having any medical equipment or supplies delivered to your accommodation, you may need to confirm any special requests prior to booking to ensure they can be accommodated.

Special Assistance is free and for anyone that needs help to travel by aeroplane. If you’re a passenger with a disability or reduced mobility you are legally entitled to support from the moment you arrive at an airport and can cover your journey through your departure airport, boarding the aircraft and during the flight, disembarking the aircraft and transferring between flights.

This means airports and airlines must provide help and assistance, which is free of charge, and helps ensure you have a less stressful journey. Passengers who want to request special assistance should aim to give their airline 48 hours’ notice of the help they require.

How do I book special assistance for my holiday?

Special assistance is for anyone that needs help to travel by aeroplane.  Please let the inspire team know you or anyone in your party require any special assistance on your flights.

If you’re a passenger with a disability or reduced mobility you are legally entitled to support from the moment you arrive at an airport and can cover your journey through your departure airport, boarding the aircraft and during the flight, disembarking the aircraft and transferring between flights.

How do I add a special request to my booking?

A special request is an additional note that you can make for any part of your holiday booking.

You can make a special request by contacting Inspire on 0161 465 6006 (option 3)  who will add the details of the request to your booking and pass them on to the supplier. Unfortunately, these requests can’t be guaranteed.

If you are travelling with or having any medical equipment or supplies delivered to you on holiday, you may need to confirm any special requests prior to booking to ensure they can be accommodated.

How do I amend my holiday booking?

Please call Inspire on 0161 465 6006 (option 3) if you wish to amend your booking so they can check with the supplier if an amendment is possible.

Whether you can make changes to your break will depend on the supplier your holiday is booked with, and the terms and conditions of that supplier. This can take up to 48 hours as we have to contact them directly to confirm.

Please be aware that requesting any voluntary amendments will incur amendment fees plus any difference in holiday cost.

When will I receive my travel documents?

You will receive confirmation at time of booking from Inspire. Any tickets or travel documents are usually sent 14 days prior to departure date.

Electronic tickets (e-tickets), offered by most airlines, allow you to travel without a paper ticket. The ticket is securely saved on the airline’s reservation system.

When you buy e-tickets on this website, you'll receive confirmation of your purchase via e-mail. The e-mail will include your itinerary information and confirmation numbers. You will not receive a paper confirmation, receipt or paper tickets. When you check in for your flight, give the check-in agent your reservation number or printed copy of your itinerary, along with government issued photo identification.

For ticketless airlines you will need to provide your booking reference upon check in.

Please ensure that you and the passengers on whose behalf you made the booking have all the required documentation and information required at check-in.

How long should I be at the airport before travel?

Inspire will advise you of the check in time allowance as this varies between each supplier. Typically it is recommended that you allow a minimum check-in time of three and a half hours for long-haul flights and two and a half hours for short-haul flights.

What baggage allowance is included on my booking?

Inspire will advise you at time of booking if baggage is included on your flight or what the additional cost may be.

Your baggage allowance (if included in your booking) will also show on your Inspire booking confirmation and on the airline’s website.

 

Can I travel abroad with chronic kidney disease (CKD)?

You can travel abroad if you are living with chronic kidney disease, but you'll need to plan ahead to make sure you have a safe, relaxing break.

If you receive dialysis you will need to make arrangements to continue your treatment. It is important to plan any flights or other arrangements around your dialysis days. Inspire will help to find you the best travel options as you should not miss a dialysis treatment in order to travel.

For more information please visit the Kidney Care UK website to find out about travelling with CKD or as a transplant recipient and explain what you need to know about Dialysis Away from Base (DAFB).

What do I need to know about flying with mobility or medical equipment?

Airlines will need to know if you are taking an electric mobility aid (e.g. an electric wheelchair or mobility scooter) or if your condition means that you need extra care and attention. We will ask you some questions about this when arranging special assistance for you.

You may carry up to two mobility items free of charge. This applies generally for your trip rather than just the flight, so if there is something specific that you will need at your destination the airline should accept it as one of the two pieces of mobility equipment (provided that it is a reasonable request).

You can travel with medical equipment and supplies provided that the amounts are reasonable. Many airlines will want to see a medical certificate if you are taking large quantities of medication. You must have a certificate if you are taking more than 100ml of medicine in liquid or gel form through security.

Airlines are liable for any damage to mobility equipment. However, the amount of compensation may be limited to around £1,300 so you may want to take out extra insurance

Will I need medical clearance to fly?

Some medical conditions including recent surgeries may require you to provide a fitness to fly certificate at the airport. If you have a stable condition, there is generally no need for you to be cleared for travel, even if you receive renal replacement therapy. However, before booking your trip, let Inspire know if you or someone you are travelling with has a medical condition, even if you don’t require special assistance.

If you’re uncertain, contact your kidney unit or doctor before you book.

There are usually two parts to the medical clearance process:

1. You will be asked to provide information about your situation or condition and, for many passengers, this will be all you will need to complete.

2. If the airline has concerns about how flying might impact your particular condition, it will ask you to complete a further form. You may also be asked to provide medical proof at this stage, often a doctor’s note.

I am on the transplant list, can I still travel abroad?

We recommend you discuss your travel plans with your kidney team before travel.

Only if you are travelling outside of the UK will they temporarily remove you from the list until you return. You will not lose any time points while you are off the list.

If you travel to the Indian subcontinent or Africa, you will remain suspended for eight weeks after you have returned until virology tests have confirmed that you have not become infected with a virus such as hepatitis or HIV.

For all other parts of the world, unless other factors put you at risk, you will usually be reactivated on the kidney transplant waiting list as soon as virology tests are found to be negative on your return.

I am a transplant patient. What travel advice should I follow?

Always discuss your holiday plans with your kidney team before you make a booking.

If you are travelling to a sunny destination, you should also be very mindful to avoid the sun to minimise your risk of skin cancer. This is because as a transplant patient you are more likely than other people to get skin cancers because of the immunosuppressant drugs you need to take.

Simple sun safety steps include wearing a hat, wearing light clothing that covers your body, wearing good sunglasses and applying strong sun block, at least factor 50, regularly. These steps are particularly important in the year after transplant.

Vaccination against certain diseases is not advised for transplant recipients and you will need to avoid ‘live’ vaccinations. You can read more information about travel vaccinations and medicines on the Kidney Care UK website. 

It is also not advisable to travel to countries where there is a risk of catching malaria.

When you are making your travel plans, talk to your kidney team who will be able to offer advice tailored to you.

Can I have travel vaccinations if I have CKD?

The Foreign, Commonwealth & Development Office (FCDO) website  has up-to-the-minute travel advice for your destination and will offer guidance on health and immunisation requirements.

If you have kidney disease you need to make sure that the travel vaccinations and medicines like those that prevent malaria are right for you. You can read more information about travel vaccinations and medicines on the Kidney Care UK website. 

 

Where can I find information about Dialysis Away From Base?

Depending on where you travel, there may be a cost for dialysis which you will need to arrange directly with the provider.

If you need dialysis, there are certain things to consider when organising a holiday, or any kind of travelling away from home. For more information about Dialysis Away From Base please visit the Kidney Care UK website.

What help is available to organise dialysis while on holiday?

You can organise access to a dialysis unit in the UK or abroad with help from your hospital unit. If you some assistance, there is also some help available.

If you are taking a break in the UK you can contact Kidney Care UK Dialysis Freedom on 01509 808668. Kidney Care UK Dialysis Freedom is the FREE support service to help with the planning and arranging of Dialysis Away from Base (DAFB) in the UK. They will handle all of the arrangements and administration so you only have to prepare as you would for any other trip and focus on the benefits of your break.

If you are taking a break outside of the UK your dialysis unit should be able to help you identify suitable locations for you and your dialysis needs. Alternatively, you may wish to contact Freedom, the dialysis holiday specialists. As a travel company specialising in arranging dialysis, for a fee they can help with firsthand knowledge of many of the dialysis resorts worldwide.

Where can I book dialysis for a UK holiday?

There are dialysis centres across the UK but some units are focused specifically on providing dialysis for those on holiday or taking a break.

Kidney Care UK have compiled a list of four of the best UK Holiday Dialysis centres. For a list of all UK dialysis centre locations please view on the Dialysis Freedom dialysis centre map.

Once you have secured your dialysis at your chosen location, Inspire will help you find holiday options nearby so you can relax and enjoy a lovely break.

We recommend that you try to book dialysis as far in advance as possible as capacity at some dialysis locations is very limited.

What is the cost of dialysis when travelling abroad?

Depending on where you travel, there may be a cost for dialysis which you will need to arrange directly with the provider.

Dialysis is free in European Union (EU) countries, using either an in-date European Health Insurance (EHIC) card or the new Global Health Insurance (GHIC) card.  However, not every unit will accept this as a method of payment, so check carefully. You will not be reimbursed by the NHS if you choose to pay for private dialysis in Europe.

Some EU countries will ask for a fee, called a co-payment, and you will be responsible for this. This can be as much as 20% of the total cost of your haemodialysis treatment abroad and the NHS will not be able to refund this cost.

If you travel to a country that does not accept the EHIC/GHIC, you may have to pay the full costs of your haemodialysis treatment while you are away.

EU countries are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

You can also now use your EHIC/GHIC card if you travel to Switzerland, Norway, Iceland and Liechtenstein.

How can I get supplies for peritoneal dialysis on holiday?

It may be possible for your peritoneal dialysis fluid can be delivered direct to your destination. Speak to your kidney team or the company that supplies your fluid to arrange this.

You will need to ask Inspire to confirm with your destination that they are happy to receive medical supplies delivery on your behalf before booking. This should be arranged to arrive two days before you arrive at your destination.

How do I travel with a portable home haemodialysis machine?

If you are using a portable home haemodialysis machine, discuss your plans with your Home Therapies Team as they can arrange for supplies to be delivered to your holiday destination and advise on transporting your machine. This service is free of charge, although there are some reports of customs charges for some countries, and you should check with the team for further information.

Check with your kidney unit regarding insurance cover for a portable machine. Travel insurance companies often don’t insure dialysis machines, but these may be covered under your household contents insurance.

Make sure you check this well in advance of travel. Remember to pack a plug adapter for the right voltage at your destination so that you can plug in your machine.

 

How do I pay my holiday balance?

If you wish to contribute your own money towards your holiday in addition to your grant then Inspire can offer you flexible and longer-term payment plans to make it more affordable. 

The date the balance your holiday is due will show on the confirmation you received at the time of booking.

You can pay your balance by phone, please call  Inspire on 0161 465 6006 (option 2) 

If you do not pay your balance on time, Inspire may cancel your booking and your deposit is non-refundable. Please call Inspire if you are having any difficulties with your payments.

What if I need to cancel my holiday after booking?

Please contact Inspire about any cancellation request as soon as possible.

Where a refund is permitted under the applicable supplier’s terms and conditions. Any refunds due will be calculated and proportionately refunded back to the original form of payment used, in the same ratio as the original payment was made to Inspire.

What happens if I am due a refund or compensation?

In the event that a refund is to be issued if a change has been made to your booking by a supplier or by Inspire, the refund will be processed within 28 days. 

Please note any refund due will be issued in the same form of payment that was originally made on your booking. For example, if your holiday cost was £1000 and you paid £500 using a form of a holiday gift card and £500 cash then any refund due will be issues 50% Voucher/gift cards and 50% cash.

All refunds for compensation including but not limited to any in resort issues, supplier issues, or service level complaints will be issued in the form of an Inspire Gift Card.

 

How do I check the passports and visa requirements?

Inspire would like to ensure that all customers are prepared before entering another country. You are responsible for ensuring that all passengers (adults, children and infants) on your booking hold their own individual passport.

It is vital that you check passport and visa requirements as well as any immunisation guidelines for the countries you are travelling to (and through!) as early as possible as processing necessary documentation can take some time.

As a starting point, you should ensure your passport is valid for your travel dates and has at least 6 months validity beyond the length of your stay. This is now a mandatory requirement for many countries around the world.

As the UK is no longer a Member of the EU, the following requirements now apply to the British passport holders travelling to most countries in Europe:  Your passport must be issued less than 10 years before date you enter the country (check the date of issue) and be valid for at least three months after the day you plan to leave (check the date of expiry).

If you or any passengers on your booking do not hold an EU passport, please contact Travel by Inspire as we would need to confirm whether the relevant airline will carry you or the passengers on whose behalf you are making the booking.

If you need to renew your passport, do it early - The Passport Office is advising it could take up to 10 weeks to process a passport renewal or application from the UK.

Find detailed guidance an example of how the rules apply at www.abta.com/passports. he Foreign, Commonwealth & Development Office (FCDO) website  has up-to-the-minute travel advice for your destination and will offer guidance on everything from health and immunisation to passport and visa requirements. You will even find handy tips on local laws and customs as well as crucial information on currency and navigating through your arrival airport.

Please ensure that you and the passengers on whose behalf you make the booking meet all relevant visa, travel insurance and health requirements.

What is the Global Health Insurance Card (GHIC)?

The GHIC is free and will allow you to access medically necessary state-provided healthcare when you're visiting an EU country or Switzerland. While it can cover many things, it is not a replacement for comprehensive travel insurance. 

A UK GHIC lasts for up to 5 years and you can add your family members during application.

The UK GHIC has replaced the existing European Health Insurance Card (EHIC). If you have an existing EHIC you can continue to use it until the expiry date on the card. Once it expires, you'll need to apply for a UK GHIC to replace it.

You can apply for a new card up to 9 months before your current card expires. Apply for your free card through the NHS website.  Avoid unofficial websites – they may charge you a fee to apply!

What insurance do I need to travel?

You will need to arrange your own medical travel insurance before you travel.

The free European Health Insurance Card (EHIC) or Global Health Insurance Card (GHIC) is not a replacement for comprehensive travel insurance. You will need to arrange both an EHIC/GHIC and medical travel insurance before you travel.

Travel insurance is important for anyone travelling, but getting a quote for travel insurance can be challenging if you live with kidney disease as some may charge more. It's a good idea to shop around and get quotes from a variety of providers.

It is very important you check what is and what isn't covered by your insurance before confirming.

Inspire may suggest a travel insurance provider they work with or you can find  further information about travel insurance for kidney patients on the Kidney Care UK website.

Please note that Kidney Care UK cannot recommend or endorse any of these insurers and we do not make an independent assessment of their services. 

Will I need travel vaccinations or medicines?

The Foreign, Commonwealth & Development Office (FCDO) website  has up-to-the-minute travel advice for your destination and will offer guidance on health and immunisation requirements.

If you have kidney disease you need to make sure that the travel vaccinations and medicines like those that prevent malaria are right for you. You can read more information about travel vaccinations and medicines on the Kidney Care UK website.