General

You can't locate your driver

• Refer to your itinerary for your reference number or driver phone number.

• If one was not provided by the driver, please call the emergency phone number provided in your itinerary.

• Sometimes, drivers are required to keep the line moving at the airport, and they may simply need to pull around again to the front.

You can't locate your guide

• Refer to your itinerary for your reference number or guide phone number.

• If one was not provided by the guide, please call the emergency phone number provided in your itinerary.

• For meeting locations at the hotel, the concierge may be able to assist you with dialing, or please remember to hold down the 0 button until it turns into a ‘+’ symbol for international calling.

• If the meeting point is outside the hotel and 10 minutes have passed or you cannot get through to the emergency line, contact your travel advisor to escalate the issue.

Local recommendation/opinion

• Your concierge is a great resource for all local insight.

• You can ask your concierge for assistance with calling a taxi, making a local dinner recommendation, or sharing their favorite sites to see.

• Please remember that concierges work on gratuity and you can refer to your tipping guidelines for guidance.

  Flights

Flight Delays

• If you have a connecting flight, review your connection time and ensure that you will still have time to connect with your next flight.

• If it is apparent that you will miss your next flight:

  • Self-Book Air: Immediately visit the airline counter or call the airline to rebook. Notify your travel advisor of the updated flight information.

• Booked via Air Desk:

  • Contact your travel advisor.

• If this is the final flight of your route:

  • Your flight information has been shared with your driver for a private transfer and they will be monitoring your flight arrival.

  • For a significant delay, review your travel documents for the contact information of your transportation company.

  • Notify the transportation company of the delay, as soon as you have the ability to contact them.

  Canceled Flight

• Self-Book Air:

  • Immediately visit the airline counter or call the airline to rebook. Notify your travel advisor of the updated flight information.

• Booked via Air Desk:

  • If your flight is canceled and you booked with an advisor, they have been notified and are working with the air desk to find an alternative route. Please call or text your advisor to discuss the next steps.

  • If you are mid-air, your advisor most likely pulled alternative routing options and held seats for you (pending availability).

Lost Luggage

• Track your luggage using the luggage receipt and identify the most recent location of your luggage.

• ·Report the loss to the airline's luggage counter and file a claim before leaving the airport.

• The airline will ask for your contact information, as well as all upcoming travel plans, so that they can deliver your luggage to your location.

  Personal

Credit Card Not Working

• Check your texts and email for messages from the bank indicating fraudulent activity. Many times, a block can be removed through an electronic authorization.

• Contact your credit card company to confirm you are traveling. Once the block is removed, the transaction should be allowed. Please remember that foreign transaction fees may apply.

Lost/Stolen Items

• Immediately notify hotel reception and request to file a claim with the local authorities.

• Contact your bank to freeze accounts if cards stolen.

• If you have travel insurance, file the claim as soon as you realize the loss of personal item(s).

• If you are in a city that can provide replacement item(s), you may want to consider replacing the item before continuing on with your plans. This is up to personal discretion.

  Lost Passport

• Immediately notify hotel reception and request to file a claim with the local authorities.

• Contact the nearest US Embassy or Consulate (listed in your country guide in the guest portal) to get an emergency passport.

• If you do not have copies of your passport, you should bring another source of identification/alternative government ID to the embassy or consulate for best assistance.

Emergency

Natural disaster, civil unrest, or international incident

• If you are enrolled in The Smart Traveler Enrollment Program (also known as STEP), the State Department or Consulate will work with you to assist you.

  • You will receive important information from the Embassy about safety conditions in your destination country, helping you make informed decisions about your travel plans.

• Contact the embassy or consulate to take immediate steps.

  • If you cannot get through, have one person stay on hold while another calls the emergency line for your in-country partner.

• Notify your advisor by text message or phone call if your emergency is not happening during business hours. It is okay to wake your travel advisor for national and international emergencies impacting your safety.

Sudden death in the family

• Please contact your travel advisor to work with you, your family, and our emergency partners to assist you in modifying your travel plans.

Someone is sick, injured, or needing medical assistance

• Refer to your travel insurance policy and immediately call their help line or utilize the app help line. This will connect you to an English-speaking hospital that is covered by your travel insurance.