FREQUENTLY ASKED QUESTIONS
CLIENT/MEMBER SUPPORT FAQ DOCUMENT
What are Your Hours of Operation?
The XTD Travel is open and available online 24 hrs a day via our website (www.xceptonaltravel.com). You can view, register, and make payments on your travel package there. We are available directly at 844.XTD.TRAV between 6 pm and 10 pm EST Monday thru Friday.
How Do I Get Reservation Assistance?
All XTD client support is handled via email at email@example.com or directly by contacting us on 844.XTD.TRAV Monday thru Friday 6 pm to 10 pm EST. However, we strongly encourage you to check the Client/Member Support FAQ document first to see if your question has been addressed there. As many of the more commonly asked questions have been addressed in this document.
How Do I Cancel My Reservation?
All cancellation requests must be submitted in writing. There are no exceptions to this policy. To cancel your reservation, you must send an email to the following email address: firstname.lastname@example.org. In your email, include the following information:
Purchase order number for the trip. – This can be found at the top of your invoice on the right-hand side. If you have not yet received your first invoice and are attempting to cancel your trip, please provide the destination and departure date for your reservation.
Contact Phone Number
Brief Explanation outlining the reason for cancellation
Indicate whether or not you are currently paying for your trip via an automated monthly installment billing arrangement.
Note: XTD Travel has adopted a non-refundable and non-transferable payment policy effective January 1, 2020. Any vacations booked with us prior to Dec 31, 2020, are subject to the payment refund guidelines noted on your registration form. Any vacation booked starting January 1, 2020, onwards is subject to the new XTD Travel no refund, no transfer policy.
XTD has adopted this policy to ensure that we are able to book the best vacations in amazing locations with phenomenal excursions and other benefits. To do this, we often enter into contractual agreements with hotels, airlines, and other travel vendors that will not allow us to obtain any refunds after booking.
As this is how we are able to ensure that you get amazing travel packages, with lots of amenities included in those packages, and offered the opportunity to make easy payments on your vacation. If you have any questions about the new XTD Travel, no refund, and no transfer policy, we encourage you to contact our office to speak with one of our travel consultants.
With the adoption of our Non-refundable and non-transferrable policy, The XTD Travel HIGHLY RECOMMENDS that you purchase travel insurance whenever traveling as a result of this policy.
How Do I Update My Billing Information?
If you are currently paying for your vacation via a monthly automated installment billing arrangement and need to update the credit card on file that you are currently using to make those payments, please send an email to email@example.com. In your email, provide the following:
Your Contact PhoneNumber
A brief summary explaining your billing question/concern
An XTD representative will contact you within the next 24 hrs of our receipt of your email (Monday thru Friday) to capture the information necessary to make that update. PLEASE DO NOT SEND CREDIT CARD INFORMATION VIA EMAIL OR FAX.
What forms of Payment Does XTD Travel Club Accept?
XTD Travel accepts American Express, Discover, Mastercard, Visa, and bank debit cards.
We also accept certified checks via our online payment portal. We do not accept regular personal checks.
Note: Before any request to accept a verbal credit card payment can be completed, you must show proof of ownership of the credit card being used. Authentication of a client/member is done via the presentment of your state-issued photo driver’s license or ID card. XTD charges a 3.5% convenience fee on all over-the-phone payments.
How Do I Request a Payment Extension?
XTD Travel does not have a payment extension policy. However, we do understand that, on occasion, life happens. And when it does, we will make every effort to provide a payment extension where possible. Please note that this may not be possible for all trips. And if your request can be granted, each XTD Travel member/client is limited to (2) payment extensions per year not to occur twice within the Ninety (90) day period. Additionally, if granted a payment extension, the extension time period will be for no more than 2 weeks (10 working days) from the date the original payment was due.
What Is The Difference Between an XTD Client and an XTD Member?
While an XTD Travel “Client” and an XTD Travel “VIP Member“ are different, they both are part of the XTD Travel Family! An XTD Travel “Client” is defined as someone that registers and pays to travel as part of one or more of our group travel events/vacations. This person may or may not travel with us regularly. Whereas an XTD Travel “VIP Member” is someone that has paid an annual membership fee. The annual membership fee entitles him/her to discounts, PRE-Sale access to trips before clients and the general public can register for the trip, and a host of other benefits. Our XTD VIP Membership program launches late summer of 2021, and all the details, along with the link to join the VIP Membership program, will be available on our website.
How Do I Provide My Flight Information?
XTD Travel likes to maintain a full travel profile on all the clients/members who are traveling with us on one of our vacations. Thus, if you procure your flight yourself but purchase your land package through XTD Travel, please ensure that the following flight information is completed via our Client Flight Information Form
How Do I Provide/Change my Emergency Contact Information?
To update/change your emergency contacts information, please send your name, email address, phone number, the purchase order # for your reservation, and a summary of the information that you need to have updated (i.e., Replace this with this. Update this with this, etc.) to firstname.lastname@example.org
If Flights Are Not Yet Available When I Book My Trip, How Do I Know How Much Travel Insurance to Purchase?
There are occasions when you will book a land group package in advance of the airfare for that trip being available. This is because you can only book airfare 12 months or less from the date of your scheduled travel. And you want to purchase travel insurance to protect the land/cruise portion of your trip that you have already booked. Your options for procuring your travel insurance for your entire trip are as follows:
Purchase travel insurance for the portion of your vacation that you have already booked and started paying on. Then once the airfare portion of your trip becomes available, purchase a second insurance policy to cover your airfare.
Estimate the cost of your total trip (land/cruise portion of the trip + estimate for the cost of your airfare) = $$ Total amount of insurance to procure.
I Have Questions About My Account or XTD Travel Club Policies And Procedures That Were Not Addressed in the XTD Client/Member Travel Club Client/Member FAQ Document?
If you do not find the answer to your question in this document, please send your inquiry to the XTD Client/Member Support team as follows:
If you have an active reservation, please send your inquiry to email@example.com
If you do NOT have a current and active reservation with XTD Travel, please send your inquiry to firstname.lastname@example.org
If you are an XTD VIP Member, please send your inquiry to VIPinquiry@xceptionaltravel.com, and be sure to include your VIP customer number in your email. Note: If you are not a member of the XTD Travel membership club, and you submit an inquiry to this email box, it will NOT expedite the response time on your inquiry. As your inquiry will be transferred to the appropriate support queue to be addressed. And this may delay your response time as all inquiries are handled in the order in which they are received. Again, this email address is reserved for XTD Travel Members only.
What Is Your Refund Policy?
XTD Travel has adopted a non-refundable and non-transferable payment policy effective January
May I make Payments More Frequently Payments Than What My Vacation Package Requires?
You are always welcome to pay more than the minimum monthly payment due on any active reservation. To make additional payments, you may do so in one of two ways:
Go to the payment link provided inside one of your trip invoices and click that to submit additional payment.
Enter the following URL on the address line of your web browser: https://www.paypal.me/xceptionaltravel to make a payment. Once there, enter the information requested and include the following in the note section: Your Name and the P.O. number for the trip that the extra payment is being made for and special payment notes that you would like the accounting department to be aware of.
What happens if My Room-mate Cancels After we Have Started Making Payments on Our Trip?
If your room-mated cancels after you have registered and paid your deposit for one of our active travel events/vacations, your options are as follows:
You can find another roommate. Note: This would be your responsibility. As we do not offer roommate matching services at this time.
Convert your reservation to a single-person reservation. Note: converting to a single-person reservation usually results in an increased trip price. Thus, be sure to contact the XTD Support team if you have any questions about what the single-person rate is for your active trip/vacation reservation. Once you convert to a single-person reservation, please note that depending upon the travel event/vacation, we may have to move you to another room category to properly accommodate your new travel reservation status. Thus, we want to ensure that you fully understand what converting to a single-person reservation means and any price increases that may be applicable.
Do You Accept Requests For Private Group Travel Services?
XTD Travel does accept and welcomes private groups. After all, we specialize in group travel. If you are interested in putting together a private group vacation package, please contact XTD Travel by submitting a quote request form. Upon receipt of your completed Quote Request Form, one of our XTD Travel Ambassadors will be in touch.
We strive to provide a preliminary response to all quote requests within a 24-hour period during our normal days of business operations, which are Mon thru Friday, 6 pm to 10 pm EST.
Will I Receive Invoices For My Trip?
Yes, XTD Travel emails invoices to all travel clients/members who have an active travel event/vacation registration. Invoices are sent automatically by our billing system when a payment is due. And a receipt is automatically sent by our billing system when a payment has been received.
Can I still join a Trip if There is Still Space Available After the Deposit Deadline?
If there is still space available for a given travel event/vacation package, you may absolutely register to be a part of the trip. However, please note that all payments that were due prior to the date that you registered for the travel event/vacation package would have to be paid at the time of registration. See scenario examples below.
Original Trip Deposit Deadline and Payment plan terms:
Date You Want to Register for the Trip:
Trip Example A:
Initial Deposit of $200 is due on 1/15/2020.
Payment #1 in the amount of $150 on 2/15/2020.
Payment #2 in the amount of $150 is due on 3/15/2020.
Payment #3 in the amount of $150 is due on 4/15/2020.
Payment #4 in the amount of $150 is due on 5/15/2020.
You register for the trip on 3/10/20:
In order to register for Trip A, you would need to pay the $200 deposit AND the January and February payments of $150 each. For a total of $500 to get caught on the payment plan. Then on March 15th, you would need to pay your March 15th payment of $150. And monthly thereafter on/before the designated due date for the duration of the stated payment plan.
Trip Example B:
An Initial Deposit of $200 is due on 1/15/2020.
Payment #1 in the amount of $150 on 2/15/2020.
Payment #2 in the amount of $150 is due on 3/15/2020.
Payment #3 in the amount of $150 is due on 4/15/2020.
Payment #4 in the amount of $150 is due on 5/15/2020
You register for the trip on 2/1/20:
In order to register, you would need to pay the $200 deposit. Then on 2/15/20, you would pay your first monthly payment of $150. And monthly thereafter on / or before the designated due date for the duration of the stated payment plan.
How do I Make Payments On My Booked Vacation?
You have 2 ways to make your travel event/vacation payments:
XTD Travel has moved to a required automatic recurring monthly installment payment plan for all of its trips/travel events as of March 1, 2021. Thus, once you have registered and paid your initial trip deposit, you can click the “setup automatic payments” button on the invoice. Once clicked, the system will automatically set up your recurring payment schedule for your selected trip.
If you do not elect to have your payments automatically debited from your account each month, you will receive an invoice each month with a link that allows you to make monthly payments.
Can I make additional payments in addition to my scheduled monthly automatic recurring installment payment?
Yes, you can. If you would like to make additional payments in addition to your required recurring monthly installment payment plan, you may use the following link to make your one-off payment https://www.paypal.me/xceptionaltravel.
When making your one-off payment, please be sure to include the following information in the note section of the payment window: Your Name and the name of the trip that the extra payment is being made for, and special payment notes that you would like the accounting department to be aware of.
Do You Have a Room-mate Matching Program?
XTD Travel does NOT currently offer a roommate matching program. However, on occasion, we will be made aware of individuals who wish to travel but desire a roommate. And if we know of another person that has the same desire, we encourage the two individuals to exchange contact information in an effort to independently determine if they would like to room together for an upcoming travel event/vacation package. Note: XTD will never recommend/encourage members of the opposite sex to room together if they DO NOT already know each other. Additionally, some countries strictly prohibit unmarried members of the opposite sex from sharing a room.
Is XTD Travel Hiring?
For information about open employment opportunities (including student internships), please send an email to email@example.com.
If I am on vacation and have a travel Related emergency and need to reach a member of the XTD Travel staff immediately, what do I do?
All XTD Travel sponsored travel events/vacation packages to have an XTD Ambassador traveling with the group. All travelers are provided with their group Ambassador’s name and contact information at the start of the trip inside your Bon Voyage Vacation Swag Box. Should you have a medical or other emergencies, your XTD Ambassador should be your first point of contact. However, if you have a life-threatening emergency or are unsure if you do, you or your traveling companion should FIRST call the local emergency services hotline for the city/country you are in. After that is done, you should then contact your XTD Travel Ambassador. As he or she will have a file containing all of the emergency contact information that you provided as well as any special medical conditions that you may have provided at the time of registration or thereafter.
If you are not traveling with a NON-sponsored XTD Travel travel event/vacation package, you will have information inside of your Bon Voyage Travel Swag box that tells you whom to contact in the event of an emergency. But even in this scenario, you should ensure, where possible, to contact the XTD Office at 844.XTD.TRAV to apprise us of the situation so that we can provide any additional assistance that we can to ensure that you, your family, and or friends get the help needed.
What is an XTD Sponsored vs. None Sponsored Event?
A sponsored XTD Travel travel event/vacation is an event or vacation package featured on our website. These are travel events/vacations that we specifically put together for the enjoyment of our travel club members/clients.
A non-sponsored XTD Travel travel event/vacation is a private group vacation that XTD Travel has curated for a specific client/member and their family or affinity group.