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FAQ
What's the best way to communicate with my Travel Agent?
After our initial consultation call, communication during your trip planning process will be mainly through email. If you would like to discuss your trip to any extent by phone, we are more than happy to do so. To ensure our attention is focused completely on you and your vacation, please preschedule calls when possible by booking it through our calendar HERE (Also, we understand completely if an urgent concern comes up, so exceptions will be made, of course!)
Can I text you my questions?
No. We will communicate primarily through TravelJoy and email. Your emails are always important to us and we will always answer them as promptly as possible. We prioritize emails by current travelers first followed by confirmed travelers. Please refrain from text messaging questions or information to your Travel Designer, as well as reaching out via Facebook and Instagram DM's. Keeping our communication completely through email and phone calls helps us keep a running history of our conversations and ensures nothing slips through the cracks.
What are your office hours?
Our hours at Headquareters are: Monday and Wednesday 10am - 5pm ESTTuesday and Thursday 10am - 7pm ESTFriday 10am - 4pm EST*Your specific agent may also offer weekend and evening hours by appointment only. Each of our Travel Agents keeps their own hours, please reach out to them to see what their weekly hours are.
Note: If you are traveling, we are available around the clock for you through our Traveler Emergency Hotline.When will I receive my travel documents?
We will provide you with a copy of your final travel documents via mail approximately 3 weeks prior to your travel date. You will also receive an electronic copy of your final travel documents via our app that you will have access to throughout the duration of your trip, along with features to include automatic flight updates, airport gate changes, etc. It's an amazing tool we provide as a courtesy to our clients!
How do I make payments towards my trip?
Once we confirm your itinerary and you are ready to make a deposit, we will send over a secure credit card authorization form and invoice through TravelJoy. Your credit card isn’t charged immediately upon authorization, but what this does is give us all of the information we need as well as permission to make charges on your behalf. Your information is then saved, so you can easily revisit your invoice and make future payments quickly and easily. You will receive an automatic email every month on the 19th should you wish to make a monthly payment towards your trip.
What if I need to cancel my trip?
We get it, things happen! Although being protected by travel protection is highly advisable by us here at the agency, it is up to you whether you have it or not. We work with an exclusive insurance protection company to help protect your trip from the "what if's"! All cancellations are subject to a non-refundable $50 per room fee imposed by us here at DOT in addition to any supplier, hotel, and airline penalties. Cancellations can take a lot of time and paperwork to complete on our end, as we want you to get the maximum refund back possible. The cancellation fee must be paid prior to us being able to cancel your trip.
Can I make changes to my trip before and after booking?
Yes, absolutely! After you’ve looked the initial proposal over, we can talk through any changes that you would like to make. We offer 3 complimentary changes to your itinerary as part of our Signature Service fee prior to you putting a deposit down.After your trip is booked, there will be a $50 non-refundable fee for a major change as making any sort of change can take time and additional paperwork. It will be at DOT discretion what constitutes as a major change. Also, some changes (like with airlines) may also have a supplier change fee that is out of our control. These change fees must be paid prior to any changes being made.
What types of fees do you charge for your services?
Our initial phone consultation is complimentary, of course, to see if we are a good fit. Should you wish to move forward we have Signature Service fees in place depending on the type of trip you're taking and what you'd like handled by our agency. This fee is good for 6 months from the date you receive your first proposal and is non-refundable should you decide you no longer want to book. Please see our terms and conditions for further details regarding our agency fees.
Do you promise the cheapest price?
Our job is to find you the best value, although not necessarily the lowest cost. Pricing, while very important, is only one of many factors we consider when putting together the best package. We take our clients’ budgets very seriously and treat them with the same respect we would want our own vacation budget treated. Ultimately we keep your best interest in mind and make our travel recommendations with all relevant factors considered. Please note, we are unable to provide line-item pricing, as your package consists of many components.