I have some questions about my tour. How do I find answers?

• You have come to the right place! We know that the tour planning process can be overwhelming at times, so we are happy to offer a variety of helpful resources to best answer your questions!

I have questions about using the Web Payment System:

• If you are having difficulties navigating or using our Web Payment Site, or have a question about a payment, please send your inquiry to our Help Desk using this link: https://musiccontact.zendesk.com/hc/en-us/requests/new. Our Help Desk team is happy to assist and troubleshoot as needed. Someone from our team will be sure to reply to you within two business days.

I have questions about my itinerary, travel preparation, or my destination(s):

• The best (and most up-to-date) resource for tour-specific details is your customized Traveler’s Resource Site! Hotel names, flight details, and performance opportunities will be posted here as soon as they are confirmed. For your convenience this site also has many wonderful travel tips; from packing tips to budgeting, your Traveler’s Resource Site is your guide to help you prepare!

I have other questions:

• If you have any questions not answered on the Traveler’s Resource Site, please share them with your group leader. If your group leader doesn’t know the answer, he/she will convey all questions to us and then, in turn, communicate our answers back to the whole group. Following this process allows everyone in the group to benefit from the same information at the same time since often other travelers have similar questions!

I have a dietary restriction. How do I communicate this to AE?

• Our team will be happy to notify restaurants of any allergies or dietary restrictions. It is important that we are aware of these issues well in advance. Please make sure to clearly communicate dietary restrictions to your group leader, who will pass these notes along to us. The more specific you can be, the better able our team will be to make reasonable accommodations!
• Even after these measures, you are still your own best advocate. It is always a good idea to check in with your server at mealtimes, and inform them of any dietary restrictions.
• Note: If your group is using our Web Payment System, you will have an opportunity to indicate any special dietary needs on your personal profile.

I have limited walking mobility. Is there a lot of walking on tour?

• Most tours do involve at least some walking. In fact, sometimes, especially for international travel, getting around by foot is the best and only way to experience a city’s landmarks! It is also important to note that sometimes the terrain can be uneven (cobblestone streets for example). We want you to get the most out of your travel, so if you have any doubts about your ability to walk while on tour, we recommend that you speak to your group leader. You may wish to request a wheelchair by obtaining a Limited Mobility Form from your group leader.

I need a wheelchair. How do I request this?

• In order to best understand and accommodate any physical limitations, we ask that you complete our Limited Mobility Form. You can request this form from your group leader.

Will my package price ever change?

• To keep costs low and make your tour as affordable as possible, package prices are based on a minimum number of travelers. If your group numbers change significantly, this does mean your package price could change as a result. Note: you will always be notified of any pricing changes.

What are the names of the hotels where we will be staying on tour?

• Our coordination team is working tirelessly to confirm wonderful hotels that fit into your group’s needs and budget! As soon as hotels are confirmed, their name(s), and website links will be posted on your Traveler’s Resource Site itinerary. For your convenience, their details will also be listed in your tour handbook.

What are the rooming configuration options?

• Great question! For most international tours, we offer rooms in double occupancy, with one large or two single beds in each room. When you provide your roommate request to your group leader, you will also indicate if you prefer one or two beds in your double room. For those interested in upgrading to a single occupancy room, a limited quantity may be available upon request.
• For most domestic tours, we offer rooms in double/triple/quad occupancy, with one (king or queen) or two (queen or double) beds in each room. Again, a limited quantity of single occupancy rooms may be available upon request for a supplemental cost. Please speak with your group leader if you have any questions about single room availability.

How will rooming requests be submitted?

• For your convenience, your group leader will collect any rooming requests and submit a master rooming list to AE. We will follow these instructions and make the necessary arrangements to ensure that your check-in process goes as smoothly as possible!

Has my roommate told you we’re rooming together?

• If you’re not sure whether your roommate request has already been submitted, please reach out to your group leader. Your group leader will keep a master rooming list and can make sure that your request is passed along to AE!

How does a group flight reservation work differently than an individual one?

• As you can probably imagine, the process for securing large blocks of airline tickets for groups is a bit different and can be slightly more complicated than booking individual tickets. For this reason, here is some helpful information about how group airline contracts differ from what you may be used to:

FLEXIBILITY:

• When booking an individual ticket, full payment and the traveler’s name, gender, and birth date are required in order to confirm and hold a flight itinerary and fare. Fortunately, when securing a group contract, we are able to hold a flight itinerary at a fixed fare without providing full payment or traveler names and details upfront. Up to 11 months prior to your travel dates, we can hold group seats (ten or more) on a flight itinerary by simply submitting a per-person deposit. Contract terms vary by airline, but in most cases, we can adjust the total number of seats at a later date, and we can supply traveler names and details at an even later date.
• Ultimately, a group contract allows you to secure a desired flight itinerary and fare while giving your group the flexibility to determine your exact group size and composition later on.

SEATING ASSIGNMENTS:

• With a group flight contract, seating assignments are entirely at the discretion of the airline. We wish that we could help, but the airlines do not allow for specific seat requests ahead of time. Our best recommendation is for you to speak directly to an airline representative at the airport when you check-in for your flight.

USE OF AIRLINE MILES:

Can I use airline miles toward my flight?

• One of the other quirks of group airline contracts is that airline miles can’t be used towards the booking. If you would like to use airline miles toward your flight, you will need to self-book your flights. We recommend first speaking to your group leader to confirm your intent before making any reservations. Upon confirmation, our team can switch you to a land package, which does not include the group airfare.

If we use miles to book our own flights, can we still sit with the group on the flight?

• If you book your own flight reservations, there is no guarantee that you will be able to sit with the rest of the group. We recommend that you contact the airline directly for seating arrangement requests.

CUSTOM FLIGHT REQUESTS:

• We know that one size does not always fit all, so if you wish to deviate from the group flight in any way (this includes one-way travel, upgrades, different dates, or different destinations), you will need to complete a Custom Flight Request. This can be found in the “Flights” tab of your Traveler’s Resource Site, or by reaching out to your group leader. Watch this short video to learn more about submitting a Custom Flight Request:

Can I fly on a different date or to/from a different city than my group and still book my flights through AE?

• Our flight team is happy to assist you in looking into any alternate plans! To begin this process, please obtain and submit a Custom Flight Request (this can be found on the Flights tab on this site). Once you submit the form, our flight department will provide you with a custom flight option, and you can choose how to proceed. Please note, due to group contract terms, Custom Flight Requests are handled on a first-come, first-served basis.

How can we extend our trip?

• To look into extending your trip, please complete and submit a Custom Flight Request. Once you submit the form. our flight department will provide you with your custom flight option, and you can choose how to proceed. Please note that, due to group contract terms, Custom Flight Requests are handled on a first-come, first-served basis.

Can I fly on my own for one part of the flight itinerary, and be on the group flight for the other part?

• Our wonderful flight team is happy to help you explore this option once you have completed the Custom Flight Request. Once submitted, our flight department will provide you with a custom flight option, and you can choose how to proceed. Please note, due to group contract terms, Custom Flight Requests are handled on a first-come, first-served basis.

Can I upgrade my seat to first-class or business class on the group flight contract?

• Seat upgrades, even if you aren’t changing your flight itinerary, can also certainly be explored via the Custom Flight Request process! Once you access the form, please use the “Notes” section of the “Request Details” to specify your request. Once you submit the form, our flight department will be happy to provide you with upgrade price quotes, and you can choose whether you’d like to proceed with the upgrade.

Can you give me a quick quote of the general cost for a flight upgrade?

• Because airfare prices (including tax and fuel) fluctuate regularly, it’s not possible to offer standard pricing for a flight upgrade. However, our flight team is happy to provide you with a quote when you submit a Custom Flight Request! Once received, you can choose how to proceed.

Can I add my frequent flier number to my group reservation?

• Due to the unique nature of group airline reservations, we are unable to add frequent flier numbers. If you would like to try to add your frequent flier number to your group reservation, we recommend you speak to an airline representative at the airport.

Can I add my Known Traveler Number or CBP PASSID to my group reservation?

• Due to the unique nature of group airline reservations, we are unable to add Known Traveler Numbers or CBP PASSIDs. If you would like to try to add your number to your group reservation, we recommend you log in to the airline’s website once your group leader has issued you your record locator.

I want to select my seats. How do I do that?

• For group flight contracts, seating assignments are entirely at the discretion of the airline and we cannot take specific seat requests. Our best recommendation is for you to speak directly to an airline representative at the airport when you check-in for your flight.

When will I receive my airline record locator and e-ticket number?

• Approximately one month prior to your departure date, your group will be ticketed and your group leader will share all pertinent flight information (such as your airline record locator and e-ticket number). For your convenience, we will also send printed flight itineraries and information to your group leader to distribute prior to your travel dates.

Why do you collect passport/ID copies? What if I don’t have a current passport/ID?

• As a courtesy to our travelers, AE collects passport/ID copies prior to flight ticketing to confirm each traveler’s name and so that AE can assist in the case of lost passports.
• It is the traveler’s responsibility to enter their name in the Web Payment Site exactly as it appears on their passport/ID. Any name correction fee from the airline is the traveler’s responsibility.
• For anyone currently in the process of renewing their passport/ID, we ask that you take extra care that the personal information you entered on the Web Payment Site is exactly how it will be printed on your documents. Please verify with your group leader that they have your accurate information on their flight list, and pass along copies of your updated documents when you receive them.

Learn how to access and create your payment site account by watching this short video. Click here for part 2 of the payment site tutorial, see how to navigate your payment account, including how to edit your account and make payments. I’m a non-traveling parent, but my child is traveling, and I want to oversee his/her account. What do I do?

• No problem! When you create your child’s payment account, make sure to use your own email address and password, but your child’s first and last name. This way, the account will appear in the traveler’s name, but you will have complete access to it, and you will receive any email notifications associated with it. Another option, if you do register your name as a participant, is to select “Not Traveling” in the “Select Packages & Options” step. Then, add your child as an additional participant, and select their applicable travel package.

I’m traveling with friends and family. Should we register separately, or together?

• Registering multiple participants in the same account is useful when one traveler (the primary contact) is paying for multiple travelers. In this case, the primary contact can log in and make payments for the combined costs of their party members in one account.
• If you wish your friends or family to pay individually, they should create their own account. Forward them the link to the Traveler’s Resource Site and they can register themselves. If you have any payment site questions or need to make changes to your account, our Help Desk is happy to assist!

I need to make a change to my account. How do I do this?

We understand that life happens and that sometimes changes and adjustments to your account are needed! Simply follow the instructions below to make or request changes:

I entered my name or personal information incorrectly and want to change it. How do I do this?

• Great question! As you may already know, it is very important that you enter your name and personal details on the Web Payment Site exactly as they appear on your passport or ID.
• If you need to make a change to your first or last name, you’ll notice that these fields are locked. However, our Help Desk team is happy to make any necessary edits for you. Simply submit your request and someone will assist you within two business days!
• If you need to add or change any other details (like passport number, middle name, or even contact information), you can update these fields yourself at your convenience! Just follow these steps:

1. 1.Log into your account.
2. 2.Under “Participants”, click the “View/Edit” button to the right of your name.
3. 3.From there, you may update your personal information.
4. 4.Make sure to click the “Save” button on the bottom of the page if you make any changes.

I want to change my package selection from the land & air package to the land package or vice versa. How can I do this?

• To make a change to your package selection, simply submit a request through our Help Desk. A member of our Help Desk team is happy to assist and reply to your request within two business days.

I need to change the number of travelers in my account. How do I do this?

• No problem! If you made a duplicate entry for a traveler, our Help Desk team can assist you in removing the duplicate traveler from your payment account. You won’t be able to remove the traveler yourself, but if you submit a request through the Help Desk, our team will be happy to assist you.
• If the traveler you are seeking to remove from your account is a cancellation from the tour please see the Cancellation/Terms & Conditions FAQs further down the page.

How do I sign up for an optional excursion?

• Signing up for an optional excursion is easy and can be completed by logging into your payment account! Once you have logged in, simply locate the “Packages & Options” section of the page, and select the “Add/Change Packages and Options” button. Select the option that you’d like to add to your account and remember to click the “Save” button. Please note: you will also be asked to process a payment for the full price of the option.

I’m not sure if I will participate in group flights or book flights myself. Which package should I select?

• Our recommendation, to make sure that we hold enough seats for all travelers, is to select a “land and air package” if you think that you might need to book flights through AE. If you change your mind, we can always change you to a “land package” later. In this case, any funds you previously paid will be applied to your new land package balance, as long as you are within the stated deadlines for your group.

I submitted a check directly to my group leader. When will this check be applied to my online account?

• Checks submitted directly to your group leader will be applied to your final balance. However, the time required for funds to be applied to your online account may vary, depending on when the check(s) make their way to our office. As soon as we receive the funds, our team will begin this process, and will notify your group leader when completed!

How will my fundraising get applied to my account?

• Your group leader will send AE a group fundraising check and a list detailing the amount each traveler will receive. Once received, we will use this list to apply amounts to your final balance. Please note that processing time varies.

I’m not receiving payment reminders. How can I troubleshoot this?

• If you aren’t receiving automated payment reminders, our first recommendation is to save [email protected] as a trusted email contact. Certain email providers may block these reminders or send them to a Spam folder. If you continue to experience issues, please contact our Help Desk team!

I accidentally paid the wrong amount. Please help!

• No need to worry! We can void your payment or issue you a refund. Please contact our Help Desk and inform us of the mistaken transaction; we’ll work to fix this in a timely manner and notify you as soon as it is reversed.

I can’t use a computer, and I’d like to pay by check or over the phone. What do I do?

If you are unable to use a computer, we are happy to make alternate accommodations for you. Please use one of the two methods to submit your payments:

• 1. Call us at 1-800-624-0166 and a member of our staff can process your debit or credit card payment over the phone.
• 2. Submit a check payment* to the following address:

American Expeditions

119 S. Winooski Ave.

Burlington, VT 05401

*On each check, make sure to clearly note the traveler name and ensemble name so our team can determine where to apply the funds.

I am receiving financial assistance from a friend, family member, organization, etc. What do I do?

If you are receiving financial assistance:

• 1. Your donor can call us at 1-800-624-0166, and a member of our staff is happy to process a debit or credit card payment over the phone.
• 2. Your donor can submit a check payment to:

American Expeditions

118 S. Winooski Ave.

Burlington, VT 05401

*On each check, make sure the donor clearly notes your name and the ensemble name so our team can determine where to apply the funds.

Is insurance included? If not, how do I add insurance to my trip?

• In most cases, unless you have specific information from your group leader that says otherwise, travel insurance is not included in your package price. If you are interested in purchasing travel insurance, you can visit the “Insurance” tab from the top menu of this website. This page has some helpful information about purchasing insurance for your trip. Please take note that some coverage options are only available for the first few weeks from your first deposit.

I need to cancel my trip! What do I do?

• We’re sorry to see you go, but we understand that sometimes this happens. Please make sure to notify both your group leader and AE of your cancellation with a written, dated, and signed notification.
• If you’d like to review your tour’s terms and conditions, please visit your Web Payment Site. Select the “Terms and Conditions” hyperlink at the bottom of every Web Payment Site page. You will also have a chance to review the terms and conditions before submitting each payment.

Can I get a refund of my payments?

• Since each cancellation circumstance is unique, the best way to determine whether any of the funds you’ve paid are refundable is to review your group’s terms and conditions. For your convenience, these terms are fully available online, and you have a chance to review and accept them each time you submit payment.
• If you’d like to review your tour’s terms and conditions, please visit your Web Payment Site. Select the “Terms and Conditions” hyperlink at the bottom of every Web Payment Site page.
• Please note that by accepting the American Expeditions Payment Terms & Conditions, you acknowledge that you have signed up for a group tour based on a number of people traveling together. Therefore, your tour price is dependent on a minimum number of people traveling. If the group drops below the minimum number defined, the tour price will go up. Also, if an individual cancellation from the tour brings the group below the designated minimum number, that individual will incur additional cancellation fees.

Unless otherwise notated in your group’s terms and conditions, our standard cancellation policies apply as follows:

Cancellations made:

more than 180 days before departure: a $100 cancellation fee will apply.

between 180 and 150 days before departure: a $100 cancellation fee plus 10% of the total tour cost are none refundable.

fewer than 150 days before departure: all payments are nonrefundable.

When will my Help Desk ticket be answered?

For your convenience, all Help Desk tickets will be answered within two business days.