Faqs

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Reservations And Payments

Canceling a trip

To cancel your trip, please reach out to us via email at cancel@OutgoingTravels.com or call our Customer Service Team during business hours. Make sure to provide your invoice number and the names of all guests needing to cancel. We will verify your identity before finalizing the cancellation.

Before proceeding with cancellation, we advise reviewing our Terms & Conditions to understand any cancellation charges or fees that may apply based on the timing of your cancellation. Any eligible refunds will be issued as future travel credits. Please note that once the tour has started, we cannot offer credits for any unused portions of the tour.

Making changes to a trip

You can modify your trip up until the final payment deadline by contacting our Customer Service Team during business hours.

If you need to change your travel companion, a $100 fee will apply. To change tours or departure dates before the final payment deadline, you can transfer your non-refundable deposit to a new booking for a $150 per person fee. If you’re not ready to book a new tour, standard cancellation terms will apply.

When rebooking, note that prices for the new tour or departure date may differ. Your balance due will be adjusted accordingly. If your new tour costs more, you'll pay the higher price. If it costs less, you'll pay the lower price, and any overpayment will be issued as a future travel credit for the difference.

(Note: Canceling and rebooking the same tour and departure date to take advantage of a new or different promotion is not allowed. Standard cancellation terms apply to your original booking, and your deposit will be forfeited.)

No changes can be made after the final payment deadline.

Payment Extensions

Unfortunately, we cannot offer payment extensions. Your tour package includes various components such as flights, hotels, entry tickets, buses, and restaurant reservations. We negotiate deadlines as close to the departure date as possible to ensure we secure the best prices for you. Therefore, our final payment due dates range from 60–125 days before departure.

If you fail to make your final payment on time, we will make multiple attempts to contact you. If we are unable to reach you within 10 days of your final payment due date, your booking will be canceled. We understand that unforeseen circumstances can arise, so as long as you make your final payment within 10 days of the due date, no late fee will be charged. If you anticipate being unable to make your final payment on time, please contact us as soon as possible.

Your Flight

What is a travel gift card?

The travel gift card offers monetary value to be used on a Contiki trip. The travel gift card comes in the form of a eGift voucher certificate. These eGift voucher certificates include a personalised message. The voucher certificate can either be electronically sent or printed to gift to the recipient.

When does my gift card expire?

The travel gift card does not expire and has no fees associated with it. See terms and conditions for further details.

How do I find out my gift card balance?

The value of the travel gift cards will be printed on the email of email eGift vouchers. Gift cards come in multiples of $100. Travel gift cards cannot be partially redeemed, however multiple may be used at once.

Where can I use my gift card?

The travel gift card may be used on any Outgoing trip. Just call 1 (214)940-7609 to redeem on your desired trip.

Who do I contact if I have any questions about my gift card?

Contact our 24/7 support team by calling 1 (214) 940 7609 or email info@outgoingtravels.com with you questions.

Before Your Tour

Editing Your Information’s

On your Account Page, you will find a lot of information about your upcoming trips. You can also edit your information from this page. Follow these steps to update your information:

1. From OutgoingTravels.com, click on "Account" in the top right-hand corner of the screen.

2. Once your Account Page loads, click on "Edit Your Profile" under your name near the top of the page.

3. When the Profile Page loads, you will see all the information we have for your profile. From here, you can edit any of the following:

- Password

- Name *

- Email address

- Mailing address

- Phone number

- Communication preferences

4. After making the desired edits, click "Save Your Info" at the bottom left-hand part of the screen to save your changes.

PLEASE NOTE: Your name should match the name on your Passport.

Preparing For Your Trip

Before You Depart

Every tour has a dedicated “Before You Depart” page. This page includes several important details to help you prepare for your trip, including:

- Flight details for the group flight, if available for this tour.

- Arrival details for those who have booked Tour-Only and will be arranging their own arrival at the tour’s starting point.

- Passport and visa information for the destinations visited on your tour.

- Health requirements and links to CDC and destination-specific recommendations.

- Tips on local climate and currency.

- Any special baggage requirements.

You can find your tour’s Before You Depart page in several ways:

1. A link to the page is included in your booking confirmation email, as well as in several email communications you will receive leading up to your departure.

2. When you log into the Outgoing Travels website and click the "Account" link at the top of the page, you will find a list of your upcoming trips. Each trip will have a Before You Depart link.

3. You can also find the Before You Depart page for your tour by visiting the tour detail page on the Outgoing Travels website. You will find a "What To Expect" section near the top of the page, which includes a link to the Before You Depart page.

4. If you’re having trouble finding this page, you can contact us, and we’ll send you the direct link.

Tour Documents

We’ll be sending the final documents for your trip between 7-14 days prior to your departure. This will include your air tickets (if applicable), a more detailed itinerary, emergency contact information, and more details about your trip. The documents will be sent to the primary booker on your reservation.

Visas and entry requirements

Entry and Visa Requirements

Entry and visa requirements vary by destination, where you’re coming from, and your nationality. It’s your responsibility to obtain any necessary visas and meet any passport requirements to travel.

For a quick overview of a destination’s entry requirements and how to obtain your visa (if needed), we recommend visiting our Passports & Visas page.

Some visa applications are detailed and may require specific information, such as proof of hotel stays or application timing. You can find more detailed information about entry requirements and any tour-specific information you might need to provide in the Before You Depart section of our tour page. Learn more about the Before You Depart section

In all cases where a visa must be obtained in advance, it is important to read the requirements carefully to avoid applying too late or too early. For some destinations, visas must be obtained within a specific time frame before arrival, such as within 30 days, while others may be applied for further in advance.

Purchasing travel Insurance

No one plans to get sick, lose their bags, or trip on the curb, but it happens all the time. We recommend you protect yourself with a travel insurance plan.

If you get sick, need medical assistance, or change your travel plans, you’ll be responsible for any medical care costs, alternative hotels, meals, and transportation arrangements.

A travel insurance plan can help you with emergency arrangements and reimburse costs if you need to cancel or cut your trip short due to a covered reason. Please check with your insurance provider for your plan details.

You can also purchase travel insurance with another provider! If you have any pre-existing conditions, please keep in mind that many travel insurance providers require that you purchase your plan within a specific time frame (often between 14 and 21 days) after your initial deposit for a pre-existing conditions waiver.

Final Travel Documents

We typically email final documents to the primary booker on your reservation 7–14 days before departure (when your trip begins). If we are waiting for any final confirmations, we’ll inform you, and you can expect to receive your documents as soon as we receive those confirmations.

Your air tickets (if applicable) will be sent to you as soon as the airline issues them with your name, which could be a few weeks before your trip. Upon receipt, please verify that all information and spellings are correct to avoid any issues with checking in and boarding your flight.

Your final documents will include a detailed itinerary, emergency contact information, and additional details about your trip.

During Your Tour

Meeting the Tour director

our final documents will let you know! In our final documents, you’ll have our Tour Director’s name, and contact information plus a local emergency number.

If you’ve purchased our air-inclusive package you’ll meet our Tour Director at the airport. They’ll be holding a smarTours sign. Different airports have different rules about where they can wait, so please refer to the details in your final documents for where to look for them. If you’re having trouble finding them, we recommend contacting the Tour Director directly by phone, text or WhatsApp. If after 30 minutes you still can’t reach our Tour Director, we recommend you contact the local emergency contact.

If you’ve purchased our tour-only package, you’ll typically meet our Tour Director at the first hotel or a designated starting point. We recommend checking your final documents for details. For travel to the first hotel, most airports have an information desk that can direct you to a taxi or ride-share service pick-up area. Most hotels also offer transfer services if you reach out to them direct

I Might miss the Outgoing Travels Flight

If You Need to Rebook Your Flight

Contact the airline directly as soon as possible, as this is the quickest way to rebook. Ensure you reach the airline at least 3 hours before your scheduled departure time, or they may refuse to change your booking. Change fees will apply. If you miss your outbound flight, the airline will consider you a “no show,” cancel your entire itinerary without a refund, and you will need to purchase a new round-trip ticket.

The fastest and most effective method for rescheduling your flight on the day of travel is to speak with an airline representative at the gate or in the airport. Gate agents have the most current information on the ground. If you are not yet at the airport, call the airline by phone. If you are at another airport waiting for a connecting flight, locate a gate agent or airline assistance desk for the group flight airline at that airport to change your flight.

If you cannot get assistance from the airline directly and are booked on the Outgoing Travels group flight, call the Outgoing Travels emergency line with your scheduled departure details. We will assist with rebooking as quickly as possible, but this process often takes more time and may still require purchasing a new round-trip ticket.

Once you have confirmed your new flight details, please inform both Outgoing Travels and our local emergency contact at your destination so we know when to expect you. Upon arrival, make your own way to the hotel. Outgoing Travels or your Tour Director will contact you with information on how to join the group. Hotel details and emergency contact information for both our local partners and Outgoing Travels can be found in your Travel Documents.

Visas and entry requirements

Entry and Visa Requirements

For a quick overview of a destination’s entry requirements and how to obtain your visa (if needed), we recommend visiting our Passports & Visas page.

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