Question 1

How do I reach my advisor directly?

Accepted Answer

Every confirmation email includes your advisor's direct email and phone line, and you can message them anytime through the client portal. If they're with another client, our team sees your message and steps in — you're never waiting on one person's inbox.

Question 2

What documents do I need before departure?

Accepted Answer

For international trips: a passport valid at least six months beyond your return date, plus any visas your itinerary requires — we flag these when we build your trip. About a week before departure we send a final checklist with your e-tickets, confirmations, transfers, and anything destination-specific, all mirrored in your portal.

Question 3

My flight was cancelled. What do I do?

Accepted Answer

Call us first — not the airline. Our 24/7 line puts you through to someone who can see your whole itinerary, and we're usually rebooking you before the airline queue has moved. We'll also adjust hotels, transfers, and tours downstream so one cancelled flight doesn't unravel the trip.

Question 4

How do payments appear on my card?

Accepted Answer

In most cases you'll see the supplier's name — the airline, hotel, or cruise line — because we book directly with them at your confirmed rate. If a charge ever looks unfamiliar, send it our way and we'll identify it, usually within the hour.

Question 5

How do I use my VIP benefits?

Accepted Answer

You don't have to do anything — that's the point. Perks like room upgrades, resort credits, breakfast, and early check-in are attached to your reservation before you arrive. Your trip documents list exactly what to expect at each property; if something isn't honored at check-in, call us and we'll sort it while you're standing at the desk.

Question 6

How do refunds work?

Accepted Answer

Refunds follow the supplier's fare or rate rules, which we explain before you ever book. When one is due, we file it, chase it, and keep you posted until the money lands — typically 7 to 30 days depending on the supplier. If you have travel insurance, we'll help you file that claim too.

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