Traveler Questions.
Clear Answers.

Trip information is provided as your departure approaches. Depending on the getaway, transportation schedules, accommodation information, itineraries, tickets, meeting instructions and other components may be provided at different times.

If you haven’t received every trip component yet, you haven’t necessarily missed anything. Watch the email address and mobile number associated with your reservation for important communications.

Your Departure Depot traveler account provides access to your bookings and account information.

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Important trip communications are generally sent using the contact information associated with your reservation. Please keep your email address and mobile number current and review Departure Depot communications as your trip approaches.

FLEX 75 is an optional booking protection feature available on eligible Departure Depot reservations. Its coverage, deadlines, exclusions and eligible amounts are governed by the terms provided with your booking.

Always review the FLEX 75 terms applicable to your specific reservation before making a cancellation decision.

Cancellation requests should be submitted through Departure Depot’s online Cancellation Request form. This documents your request and routes it for review.

Submitting a request does not by itself determine the amount of any refund or travel credit. Eligibility is determined under the terms applicable to your booking.

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Refund and cancellation eligibility depends on your specific reservation, booking option, timing, applicable protection, trip components and supplier terms.

Review the terms associated with your booking and Departure Depot’s Travel Policies & Guest Assurance before submitting a cancellation request.

Some components of a getaway may be subject to separate supplier restrictions or may become non-refundable once purchased or committed. This can include certain event tickets, airfare, cruise components, accommodations, hospitality and other supplier-controlled services.

The terms applicable to your specific booking determine what is eligible for refund, credit or other treatment.

Travel involves independent hotels, resorts, cruise lines, transportation companies, restaurants, venues, attractions and other suppliers. Schedules and services can occasionally change.

When circumstances require a change, Departure Depot will work toward the most reasonable available solution, adjust trip logistics when practical and communicate material changes to affected guests.

Refund or cancellation rights are determined by the applicable booking terms, supplier terms and Departure Depot policies.

If a refund is approved and processed by Departure Depot, you will receive confirmation of the applicable refund.

Processing a refund and seeing the credit appear in your account are not always the same thing. After Departure Depot processes an eligible refund, your bank, card issuer or payment provider controls when the credit is posted to your account.

Departure Depot may issue a travel credit in connection with a promotion, service recovery, cancellation resolution or other customer accommodation.

The value, expiration date, transferability and permitted use of a credit are determined by the terms provided when that specific credit is issued. Unless expressly stated otherwise in writing, a travel credit is not cash and cannot be redeemed for cash.

It depends on the getaway. Transportation inclusions and arrangements are shown in the specific trip description and booking information.

When transportation is included, services are generally provided by independent transportation companies and are subject to traffic, weather, road conditions, operational issues and other circumstances.

Air arrangements vary by getaway. A trip may include airfare, group air, an airfare credit or no airfare at all.

Always follow the inclusions and travel instructions for the specific getaway you booked. Do not assume airfare is included unless your trip information specifically states that it is.

If a delay or disruption affects your ability to meet scheduled transportation, follow the trip-specific instructions provided with your travel communications and contact the appropriate on-trip contact when available.

Available solutions depend on the circumstances, transportation provider, schedule and other affected suppliers. Departure Depot will work with affected providers toward a reasonable available solution when practical.

Departure Depot experiences can involve walking, stairs, motorcoach boarding, venues, attractions, ships, resorts and other environments with varying physical demands.

Guests should review their specific trip description and consider whether they can comfortably participate. If personal mobility assistance is required, guests should make appropriate arrangements and travel with assistance when necessary.

Weather, traffic, public-safety conditions, government actions, mechanical issues, event changes and other unexpected circumstances can affect travel.

When practical, Departure Depot works with suppliers to adjust timing, modify logistics, substitute an experience or otherwise preserve as much of the planned getaway as reasonably possible.

Tell us while you’re there. The sooner an issue is reported, the better opportunity there is to help resolve it.

For a hotel, restaurant, transportation or venue issue, notify the responsible supplier first so they have an opportunity to address it. If the issue is not resolved, notify your Departure Depot host or use the on-trip support information provided with your travel communications.