Costara FAQ | Frequently Asked Questions & Customer Support

What is Costara?

Costara is a membership-based online travel platform giving members access to exclusive pricing on hotels, package holidays, cruises, car hire, transfers and more.

Why book with Costara?

Costara combines exclusive member pricing with the flexibility of building your holiday online.

Members benefit from:

Access to global travel products at exclusive prices
Inventory from some of the world’s most popular and well-recognised hotel brands
ATOL & ABTA protection where applicable
UK-based customer support
Flexible payment options, including selected £0 deposit package holidays
Innovative AI-powered trip search functionality (coming soon)

With AI Trips, you can describe the type of holiday you are looking for in natural language and Costara will help generate tailored travel options for you.

Why do I need to sign in to search?

Costara operates as a closed user group membership platform.

Many of our suppliers and hotel partners allow us to offer exclusive pricing on the condition that these rates are only visible to registered members and are not publicly displayed on open-access websites.

By signing in, you gain access to member-only pricing and exclusive travel deals that are not available on public-facing travel sites.

This is one of the ways Costara is able to offer highly competitive pricing across a wide range of travel products.

How does Costara membership work?

When you create a Costara account, you become a registered Costara member and gain access to our platform, travel inspiration and exclusive member deals.

Costara also offers a paid subscription membership. Subscribing members can book exclusive member pricing across hotels, package holidays, cruises, car hire, transfers and more.

Until 1st of July 2026, all registered members can access and book member pricing free of charge during our launch period.

From 2nd of July onwards, an active paid subscription will be required to book member pricing.

Is Costara free to join?

Yes. Creating a Costara account is free.

As a free registered member, you can:

Access the platform
Browse travel deals
Receive member offers and inspiration by email

Until 2 July 2026, registered members can also book member pricing free of charge during our launch period.

After this date, an active paid subscription will be required to book member pricing.

Are the prices really cheaper?

As a Costara member, you may see savings compared to publicly available pricing. Savings displayed are based on pricing available at the time of search.

Will I save more the more I travel?

In many cases, yes.

The more you travel, the more value you are likely to receive from your membership.

Rather than paying travel company mark-ups each time you book, your Costara subscription gives you ongoing access to exclusive member pricing throughout the year.

What can I book through Costara?

You can currently book:

Hotels worldwide, including inventory from some of the world’s most popular and well-recognised hotel brands

With the following coming soon:

Package holidays
Flights
Cruises
Car hire
Transfers

Who can use my membership?

A Costara paid membership gives you unlimited bookings and unlimited access to member pricing for 12 months.

The membership holder, meaning the person named on the membership account, must be the lead passenger and travelling on each booking.

Does everyone travelling need to be a member?

No. Only the lead passenger is required to hold an active Costara paid membership.

As a subscribing member, you can use your membership benefits for everyone travelling within your booking, allowing friends and family travelling with you to benefit from the same exclusive pricing.

Can I book without a membership?

You must have a Costara account to access the platform.

Until 2 June 2026, registered members can book member pricing free of charge during our launch period.

From 2 June 2026 onwards, an active paid subscription membership will be required to book member pricing.

Is my holiday financially protected?

Yes. Flight-inclusive packages booked through Costara are ATOL protected.

Applicable bookings also benefit from ABTA protection where relevant.

Is Costara a UK company?

Yes. Costara operates as a UK-based travel brand.

Are my details secure?

We take customer privacy and payment security seriously and use secure systems to help protect your information.

Where can I view your booking conditions?

Our booking conditions are available on our website and apply to all bookings made through Costara.

Booking Documents and Support
Managing Your Booking

Where can I find my booking after I book?

Once your booking is complete, it will be stored in the Bookings section of your Costara profile.

From there, you can view your booking details and submit requests relating to your trip.

Can I message Costara about my booking?

Yes. You can submit requests through the Bookings section within your profile.

This includes:

Amendments
Cancellations
Complaints
Special requests
General booking queries

For non-emergency queries, you can also contact our customer support team by:

Emailing customerservices@costaratravel.com
Calling 020 3154 2400

Our customer support team is available Monday to Friday, 9am to 5:30pm UK time for non-emergency queries. Our offices are closed on UK Bank Holidays for non-emergency support.

What should I do in an emergency while travelling?

If you have an emergency while travelling, please call the emergency contact number provided in your travel documents.

Please do not use the online request form for urgent in-resort emergencies.

How will I receive my travel documents?

Documents will be sent to your registered email address.

You may also be able to view your booking details through the Bookings section of your Costara profile.

When will I receive my airline tickets?

Ticketing times can vary depending on the airline and booking type.

Your airline tickets and travel documents will be sent to your registered email address when available.

Can I make changes to my booking?

Many bookings can be amended, subject to availability, supplier rules and amendment fees.

To request a change, go to the Bookings section within your profile and submit an amendment request.

What can I manage online?

Depending on your booking, you may be able to:

Add extras

Request amendments

Add special requests

Can I cancel my booking?

Cancellation requests can be submitted through the Bookings section within your profile.

Cancellation charges may apply depending on supplier and booking conditions.

Will I receive a refund if I cancel?

Refund eligibility depends on the cancellation terms when you made the booking.

Any applicable refund will be confirmed once your cancellation request has been reviewed.

What happens if an airline changes my flight?

If a significant schedule change occurs, we will contact you to discuss the available options.

What happens if my hotel cannot honour my booking?

Our team will work with the supplier to resolve the issue or source a suitable alternative where required.

What if I haven’t received my confirmation email?

Please check your junk or spam folder first. You will also find all your confirmations in the Bookings section on the Costara website. If you still cannot locate your confirmation, please contact our customer support team.

What if I need to make a special request or require additional assistance? If you have a special request or require additional assistance for your stay, you can add comments during the booking process. You may also be able to add requests later through the Bookings section within your profile or by contacting customer support. Examples may include:

Accessible rooms
Adjacent rooms
Dietary requests

Please note that special requests cannot always be guaranteed, although both Costara and the supplier will do their best to assist. If your request is urgent or essential to travel, please contact customer support directly.

Payments & Billing

What payment methods do you accept?

We currently accept:

Debit cards
Credit cards
Apple Pay
Google Pay

Do you offer £0 deposit holidays?

Selected holidays may be available with a £0 deposit, subject to supplier and booking conditions.

Is my payment secure?

Yes. Payments are processed using secure payment technology.

What happens if my membership payment fails?

If a payment fails, access to member pricing or booking functionality may be restricted until payment is successfully processed.

I think I have been charged twice

Please contact customer support before attempting another booking so we can investigate this for you.

Support & Emergencies

How do I contact Costara?

The best way to contact us depends on the type of support you need.

For non-emergency booking support, including amendments, cancellations, complaints, special requests or general booking queries, please use the Bookings section within your Costara profile.

You can also contact our customer support team by:

Emailing customerservices@costaratravel.com

Calling 020 3154 2400

For emergencies while travelling, please call the emergency contact number provided in your travel documents.

What are your opening hours?

For non-emergency support, our customer support team is available Monday to Friday, 9:00am to 5:30pm UK time. Our offices are closed on UK Bank Holidays for non-emergency queries.

Do you offer emergency support?

Yes. Emergency support is available 24/7 for customers currently travelling.

What counts as an emergency?

Examples include:

Hotel unable to locate your booking

Transfer no-show

Serious travel disruption

What should I do if my transfer does not arrive?

Please contact the emergency support number provided in your travel documents.

What should I do if my hotel booking cannot be found?

Please contact our emergency support team immediately using the emergency contact number provided in your travel documents.

How do I contact emergency support while travelling?

Emergency support contact details will be included within your booking confirmation and travel documents.

How quickly will I receive a response to non-emergency queries?

Our support team aims to respond as quickly as possible during standard operating hours.

Account & Technical Support

I forgot my password

Use the password reset function on the login page.

I’m having trouble accessing my account

Please contact our support team for assistance at customerservices@costaratravel.com

The website is not working properly

Please try refreshing your browser or attempting again later. If problems continue, contact support.

How do I update my account details?

Account information can be managed within your account section.

Costara Frequently Asked Questions