Parent Portal FAQ

When you receive the initial log-in email from us you will be provided with your unique login ID and a link to create your password. Once this has been completed you can log into the Parent Portal at any time by clicking on the Manage My Booking button on the top left-hand side of the page.

Please make sure you are selecting the option for ‘I am a parent / Student / Teacher’, here you will enter your login ID (the numeric code, not your email address) and the password you created to access the booking.








I have forgotten my password





If you have forgotten your password or clicking on a link that has expired, please enter your login ID here for a new link to be emailed to you.





If you do not see the email in a few minutes, check your “junk mail” folder or “spam” folder.














I can’t remember my login ID





If you have forgotten your login ID, please email the name of the student/School name to [email protected] and a new link will be forwarded to the address we have on the booking for said student.





















I would like to change the email address on the booking





We are not able to change the email address provided to us by the school, should you wish to do so, we would ask you to please notify the school of this change


















The information in the passenger details section is incorrect (name/date of birth)





Should the name or date of birth appear incorrectly on the parent portal, please notify the school immediately so this can be corrected. 





We require names as per passport (1st and Last name only, middle names are not required)





Please note that airlines can impose high fees for changing passenger information, so it is imperative that details are correct as soon as possible.
















What is the deposit amount?





A non-refundable deposit is payable to secure a place on the booking. Payment deadlines can be viewed on the ‘make a payment’ section of your parent portal





£250/€300 is required for trips within Europe or £350/€450 for trips within the USA





















When do I need to pay the balance by?





The remaining balance is due 10 weeks prior to departure. The balance due date is viewable in the ‘make a payment’ tab on your parent portal.





So long as the payment schedule is adhered to, you can log on at any time to pay money off each week/month, should you wish to do so. 





Failure to meet the payment deadline may jeopardise your child’s place on the trip.
















Can I pay over the phone?





For security purposes, we do not accept credit card details over the phone. All payments are required to be made online using your credit/Debit card on our Parent Portal.





We do not accept payments by cheque or bank transfer.














My payment won’t go through





If your card transaction has failed, we suggest that you contact your bank directly to confirm the reason and seek assistance. Unfortunately, your bank does not provide us with any information about the reason the transaction has failed, but they will explain this to the account holder.














What is 3D Secure?






3D Secure is the payments industry standard for authentication of internet/eCommerce purchases
Visa calls its version ‘Verified by Visa’.
Mastercard calls its version ‘Mastercard SecureCode’





Known as 3D Secure, these programs are designed to ensure the very best security for cardholders when they pay online.
3D Secure is the only way to successfully complete a Secure Customer Authentication and as such failure to complete this for Customer initiated transactions will result in declined transactions














I haven’t received an email confirmation for my payment





An email receipt is automatically sent for every successful online payment. This receipt is sent to the email you provided to us by the school, the same email address that received the initial login email. If you do not see the email in a few minutes, check your “junk mail” folder or “spam” folder or In your email account, use the search facility in your inbox to search for [email protected]  to retrieve your receipts.














I missed the payment due date, can I still pay?





You may make an online payment at any stage, but if you have missed the due date you must contact us immediately and inform the tour group leader directly. Please note that missing a payment due date can affect your place on the tour and can result in the passenger not being allowed to travel. Enquiries will be dealt with on a case-by-case basis.














How much have I paid to date?





Within the Make a Payment section of the Parent Portal, you can see the total paid to date and the balance due. 





Please note that any payments made to the school does not form part of the total due to Topflight to Schools and will therefore not appear on the portal.












I need to cancel my child’s place on the booking – what should I do?





Any cancellations need to be advised to us via the school. Please contact the school and they will be able to assist you with this. 





Details of cancellation fees can be found in our Terms & Conditions – Section 3B





If any refund is due, we will process this directly to you via bank transfer.





The school may have a waiting list of students looking to join the trip, if that was the case it may be possible to do a transfer of booking between yourself and the new student.










I would like to reserve a place on the ski trip, how do I go about doing so?





The group leader is responsible for providing us with the list of students for the ski trip. If you have not received your login email, please send us an email with the students name/school name and we can check if their name is listed. If so we can resend the login email to you or of not we would need to refer you back to school and they will be able to advise if a place can be offered.












Passport/Visas





It is important that you check the passport validity requirements of the country you are visiting as this can vary. We recommend that you have at least 6 months remaining on your passport at the time of travel as for many countries this is a requirement. 





Important Information – British passport holders post Brexit – From the 1 January 2021, British passport holders must now have at least 3 months left on their passport and the passport be less than 10 years old. We recommend that you have 3-6 months validity on your passport.





All non-EU residents must ensure they have proper documentation which meets the requirements of the relevant Governments for travel into the EU. It is each individual’s responsibility to ensure they have the necessary documents.







It is the sole responsibility of the Consumer to ensure that they are in possession of all travel documentation i.e. passports, visas, certificates, and that these are all in order. Topflight for Schools shall not be liable for any damage caused to the Consumer by being denied transportation either as a consequence of the Consumer failing to have their travel documentation or the same not being in order.





















I need to submit an Insurance claim





The school group leader will be able to provide you with the policy number and the contact details in order to submit a claim. Should you require any supporting documentation from Topflight for Schools, please email us with the student’s name, school name and trip departure date to [email protected]. All documents will be emailed to you within 2 weeks of your request. 
















 If you have not found the answer to your question, please email [email protected] where a member of our team will try to assist you