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We’re here to make your travel dreams come true — whether you’re flying, cruising, or hitting the road. From business trips to unforgettable vacations, we create seamless journeys packed with adventure and relaxation.
All You Need To Know
FREQUENTLY ASKED QUESTIONS
FAQS
How can I get a quote for my trip?
Do you charge any service fees for your travel planning?
Yes, we do charge a service fee, which covers personalised trip planning, booking management, and travel support. The fees vary depending on how complex your trip is, and we’ll be upfront about any costs before you commit.
Can I book flights, accommodations, and tours through you?
Absolutely! We take care of everything – from flights to accommodations, tours, and activities. We’re here to make your entire travel experience seamless and stress-free.
How will I know when my booking is confirmed?
As soon as your booking is confirmed, we’ll send you an email with all your travel details and booking confirmation. If you need help with anything, don’t hesitate to reach out.
Can I change my booking after it’s confirmed?
Yes, changes can be made based on the provider’s policies. Just let us know what you need to adjust, and we’ll do our best to help. Keep in mind that extra fees may apply.
What payment methods do you accept?
We accept TravelPay, credit cards, bank transfers, and we even offer “travel now, pay later” options. If you have a different payment method in mind, feel free to ask, and we’ll do our best to accommodate you.
Is travel insurance included with my booking?
Travel insurance isn’t automatically included, but we highly recommend it for peace of mind. We’re certified to sell CoverMore Travel Insurance, and we can help you find the right policy for your trip.
What’s your cancellation policy?
Our cancellation policies depend on the providers and services you’ve booked. You’ll find all the details in the terms and conditions we provide with your booking, but feel free to contact us for any clarifications
How long will it take to get a refund if I cancel?
Refund times vary depending on the supplier and booking type. We’ll process your request as quickly as possible and keep you updated throughout the process.
Can you help with visa applications?
Yes, we can guide you through the visa application process and assist with the paperwork. However, visa approval is up to the embassies or consulates, and we charge a fee for processing.
When will I receive my travel documents?
You’ll typically receive your travel documents 1-2 weeks before your departure, delivered through an app called UMapped, so everything is easy to access on your phone. If you prefer printed documents, we’re happy to print and post them to you.
Do you offer custom travel packages?
Yes, we specialise in creating personalised travel packages tailored to your interests, budget, and preferences.
Can I request special arrangements like room upgrades or private tours?
Of course! We’re happy to assist with any special requests, whether it’s a room upgrade, a private tour, or a unique experience. Just let us know in advance, and we’ll make it happen.
What support is available if I have issues while traveling?
For any travel issues, you can contact us directly by phone or email, and we’ll help resolve the situation as quickly as possible. Check out our Emergency FAQ for more details.
What should I do if my flight is delayed or cancelled?
If your flight is delayed or cancelled, get in touch with us right away. We’ll assist with rebooking your flight and making any necessary adjustments to your travel plans. For more information, see our Emergency FAQ.
Do you offer special deals or discounts?
Yes, we regularly offer special promotions, early bird discounts, and exclusive deals. Sign up for our newsletter or follow us on social media to stay in the loop.
Do you organise group trips or school trips?
Yes, we have customised packages for group travel, including school trips, corporate retreats, and family vacations. Contact us to learn more!
Our flight has been delayed. What do we do?
Our flight has been cancelled. What do we do?
If your flight is cancelled, the airline is still responsible to get you to your final destination. They should rebook you on the next available flight, or will accommodate you until you are able to fly. Please speak with an airline representative at the airport for your options.
The airline is not giving me an option I am satisfied with.
If the airline does not provide you an option that you are happy with you are entitled to a full refund on involuntary cancellations. You can comfortably purchase a new flight with another airline knowing you will receive a refund. We can help you process this refund. Please note that they will not cover any additional charges. This would be a claimable event on your travel insurance. Please read your PDS to see what your level of cover is for airline disruptions.
The ferry/train/plane has left without me.
If another supplier is at fault for any missed connections, you can comfortably make additional arrangements and we will attempt a claim against the supplier or with insurance. Please note that if the missed connection is self-inflicted, it will be at your own cost.
My transfer driver did not show up.
Please call the local support number found on your documentation. If you do not get an answer, please take record of the phone calls (screenshot) and take a taxi. Please keep a copy of the receipt. We will be able to submit a refund request with the supplier.
The hotel cannot locate my booking.
If the hotel cannot locate your booking, or advises that your booking has been cancelled, please make arrangements with the hotel for a room. Please send us an email immediately with the details of the situation and we will be in touch the next working day.
I’m not feeling well. What can I do?
If you are feeling unwell, please contact your travel insurance provider first. Please report an incident with them. If you’re using CoverMore, a registered nurse from Sydney will assess you over the phone and give you advice on the next steps. Please keep a copy of any medical receipts/records.
The destination I am in has become unstable.
If there has been a political or natural incident which has caused you to feel unsafe, please call your travel insurance provider immediately. They will assist you with any urgent concerns. Once a staff member is back in the office, we will be able to assist with any travel amendments required.
I don’t have the necessary visas to travel and am being denied boarding.
It is your responsibility to arrange the necessary visas prior to travel. If you are not sure whether visas are required please ask a staff member. We are happy to assist with applications where required but you must request this. Any last minute changes due to not having the correct travel documentation will be at your own cost.
If you have any other questions kindly reach out to us. We are more than willing to assist you.
WHY BOOK W/ US?
We offer hassle-free, memorable adventures with top-notch flights, accommodations, cruise packages and curated tours. Enjoy seamless, unforgettable journeys with ARIVO.
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