Booking confirmations are usually emailed / posted within 24 hours of the booking being confirmed, or within 48 hours if your booking is confirmed on a Saturday. If you have not recieved your confirmation 4 days after your booking was confirmed please contact our customer support team.
Please check your confirmation invoice carefully. You should be able to view this on page two where your tour prices are itemised and see that you have a Single Room Option confirmed. If this in incorrect, please contact our customer support team.
Late payments can result in your holiday being cancelled without prior warning, if you think you are going to be late settling the final balance please contact our payments team on 0845 163 1453 to discuss the options available.
If you have purchased Explore insurance in conjunction with an Explore trip this will be reflected on your booking confirmation and you should have received a policy document with your confirmation package.. You can also print the policy document here. If you purchased an annual multi trip policy you should have received a Certificate of Insurance and policy document at the time of purchase. Please contact the customer support team if you have not received it.
Airlines now insist that all first and surnames on airline bookings and tickets are spelt exactly as per passport. Where there are discrepancies passengers will be refused boarding. Please inform us immediately if names are spelt incorrectly or do not match passports. Late notification may lead to amendment fees being charged by the airline.
Many of our land only tours will include internal flights, trains, buses and boats which also require accurate first and surnames as per your passport so it's not just applicable for flight inclusive bookings.
Special requests are not confirmed as such, and will therefore not appear on your paperwork. If you are concerned about a specific meal/seat request, we recommend you check directly with the airline and ensure you check in early for your flight and mention your request to check-in staff.
Should you wish to cancel your booking, cancellation charges will be imposed. These are calculated from the day written or verbal notification is received by the Company or their authorised travel agent as a percentage of the total tour price per person cancelling, excluding any amendment charges and insurance premiums. The cancellation charges shown below are those which will apply to most tours. However, some suppliers have conditions which require the payment of higher or different charges (including the imposition of 100% cancellation charges well in advance of the normal balance due date) which you will have to pay in the event of cancellation. You will be advised at the time of booking if this is the case for your tour.
a) 60 and more days before tour start date – retention of deposit b) 59-42 days before tour start date – 30% or retention of deposit if higher c) 41-28 days before tour start date – 60% d) 27-14 days before tour start date – 90% e) Less than 14 days before tour start date – 100%
Amendment charges and insurance premiums are not refundable in the event of cancellation. It is strongly recommended that comprehensive travel insurance is taken out which includes cover against cancellation charges. Depending on the reason for the cancellation, you may be able to reclaim the cancellation charges (less any applicable excess) under the terms of the insurance policy. All claims must be made direct to the insurance company. In the event of the cancellation of a booking where the client is liable to pay to the Company cancellation charges in excess of the amount already paid to the Company at the time of cancellation, the client cannot transfer or add these charges to another booking or use any amounts paid to us in relation to the cancelled booking by way of part payment for another booking. Part cancellation of a booking may result in additional costs being payable by the remaining clients.
If you wish to cancel your booking, you must notify our customer support team so that we can process your cancellation request. There will be cancellation charges that will apply, these will vary depending on how far away your dearture date is. For more information on cancellation free please refer to our booking terms & conditions.
If you already have a booking and have any queries relating to your tour arrangements, please in the first instance look through our customer support centre FAQ's, if you can't find what you are looking for please free to contact the team on : 0844 499 0903