Frequently Asked Questions

* What is the difference between charter and scheduled air flights?
Charter flights are scheduled on certain days each week and may not depart every day the way scheduled airlines do. An example of a charter rotation would be Thursday/Sunday where the plane departs on Thursday and returns on Sunday. At Vacation Express, our charter flights typically get you to your destination early in the day allowing more time in your vacation destination. Charter vacations are designed to give you an effortless, worry-free vacation!

Vacation Express also offers scheduled air packages from most major U.S. cities to many sun destinations in addition to our charter destinations. Vacation Express negotiates net rates with several major airlines providing good value along with maximum flexibility in departure and arrival times when traveling to Acapulco, Anguilla, Antigua, Aruba, Barbados, Cancun, Costa Rica, Cozumel, Curacao, Grand Bahama Island, Grand Cayman, Great Exuma, Ixtapa, Jamaica, La Romana, Los Cabos, Nassau, Nevis, Puerto Plata, Puerto Rico, Puerto Vallarta, Punta Cana, Riviera Maya, St. Croix, St. John, St. Kitts, St. Lucia, St. Maarten/St. Martin, St. Thomas, St. Vincent & the Grenadines and Turks & Caicos.

* What airline will I fly with my Vacation Express vacation?
Vacation Express charters aircraft operated by AeroMexico, XTRA Airways, Pace Airlines, and Frontier Airlines. An "Express Class" cabin is offered on most flights with comfortable 2x2 seating, complimentary drinks and upgraded meal service. In addition to our charter carriers, Vacation Express offers service via AeroMexico, Air Jamaica, Delta Air Lines and more!

* Will I need a passport to travel?
IMPORTANT: A passport is currently REQUIRED for travel to all our Mexico, Caribbean and Costa Rica destinations.

A passport is now required for all travel to/from the Caribbean and Mexico. This went into affect January 23, 2007. We urge you to apply for a passport at your earliest convenience. Current requirements for U.S. citizens require a valid passport for all travelers - including infants.

If you are not a U.S. citizen, it is of the utmost importance that you contact the consulate of your intended destination and obtain the required visas, etc.

This information is extremely important, as you will receive no refund should you be denied boarding due to insufficient proof of citizenship documentation.

Please review the Terms & Conditions contract for complete details about documentation requirements.

* What are the luggage restrictions?
Baggage allowance is 44 pounds (two bags maximum, plus one carry-on not to exceed 45 inches in combined overall dimensions) per paying passenger for all trips. Any overweight or oversized luggage (larger than suitcase size) will be carried, if at all, subject to load restrictions and at additional charges by the carrier. For international flights the air carrier's liability is limited to the actual value of the baggage, but not more than approximately $9.07 per pound in the case of checked baggage and approximately $400 per passenger for unchecked baggage. The air carrier's liability excludes cloth, canvas, vinyl, and soft sided, or fragile baggage, jewelry, cameras, and photographic equipment, electronic equipment, cash, medicine, sporting equipment and other valuable or fragile items. All claims are subject to proof of amount of loss, and, to preserve the passenger's rights, should be presented directly to the carrying airline in writing immediately upon discovery of the claim and prior to leaving the airport terminal. No baggage claim will be accepted after baggage has been removed from the terminal building at the airport. Vacation Express accepts no liability for any claims related to baggage.

* How much does it cost to bring golf clubs or surf boards?
Golf Clubs or sporting equipment can be classified towards clients "free" baggage allowance. Oversized/non-standard checked baggage (i.e. surf boards, etc.) will be carried based on space availability on the aircraft. Additional charges will only apply once the free baggage allowance has been exceeded by each passenger (i.e., 2 checked pieces, not to exceed 44 lbs). Additional baggage charge is $50 per bag; excess weight charges are $25 each (51 to 70 pounds) and $80 each (71 to 100 pounds).

* What destinations are offered by Vacation Express?
Vacation Express offers seasonal charter service to Cancun (gateway to Cozumel and the Riviera Maya) and Puerto Vallarta. Currently scheduled air destinations include the above, plus Acapulco, Anguilla, Antigua, Aruba, Barbados, Costa Rica (LIR & SJO), Curacao, Grand Bahama Island, Grand Cayman, Great Exuma, Ixtapa, Jamaica, La Romana, Los Cabos, Nassau, Nevis, Puerto Plata(DR), Puerto Rico, St. Croix, St. John, St. Kitts, St. Lucia, St. Maarten/St. Martin, St. Thomas, St. Vincent & the Grenadines, and Turks & Caicos.

* What is included in my Vacation Express air/land package?
All our air/land charter and scheduled air vacation packages include:
Roundtrip Jet Air Service * Roundtrip Airport/Hotel Transfers * Hotel Accommodations as Selected * Accommodation Taxes and Service Charges * Services of Our Destination Representatives

* What do European Plan and All-Inclusive Plan mean?
European Plan (EP) hotels are "room only" and do not include meals or beverages. In general, All-Inclusive (AI) hotels include all meals and snacks, domestic drinks such as beer, wine by the glass and other alcoholic and non-alcoholic beverages, daily and nightly activities, non-motorized water sports and gratuities. Some EP hotels offer an optional All-Inclusive plan. Inclusions vary widely by resort and are subject to change without notice, so be sure to inquire about the exact specifics of the plan you have purchased.

* What do the hotel ratings represent in terms of accommodations and service?
Ratings reflect both services and amenities available as well as physical appointments. The ratings are designed to help you choose the hotel that best suits your needs and your budget. Vacation Express uses the standard international 5-star rating system. Half stars are used to identify with more precision those hotels which offer extra services or amenities:

5 Star: Superb resort hotels characterized by luxurious accommodations and beautifully appointed public areas surpassing the highest standards in quality and service and offering a full range of outstanding amenities and facilities.
4 Star: Exceptional, full-service resort hotels with well-appointed accommodations and public areas, with an excellent history of customer satisfaction and a wide range of resort amenities and facilities.
3 Star: Value-priced full-service hotels with comfortable accommodations and a good variety of resort amenities and facilities.
2 Star: Lower priced hotels catering to the budget conscience with clean, comfortable accommodations and limited services available on site. All-inclusive properties primarily offer buffet-style dining.

* How long are specials valid?
Validity dates for specials vary. "Hot Deals" are updated each Friday to reflect new specials. Check the "book by date" listed in the disclaimer. Other specials ("Last Minute Deals"; featured hotel specials; special collection deals; and "VE Picks") vary in terms of validity.

For the most up-to-date information on specials, check the web site frequently and sign up to receive VE-Mail, our e-specials newsletter delivered right to your inbox every week! Then reserve your space on ExpressBook or call 1-800-309-4717 and speak to one of our knowledgeable reservations agents.

* Can I purchase my vacation package directly through Vacation Express?
Yes, you can purchase a package directly by calling 1-800-309-4717 today or by using ExpressBook on this web site.

* Do I have to book an air/hotel package, or can I purchase air or hotel only?
While our combination package deals offer the best value, air-only and land-only reservations are available through Vacation Express. Surcharges may apply for land only bookings.

* What are the available optional tours?
Vacation Express offers optional tours for pre-purchase on ExpressBook in Cancun and the Riviera Maya. Optional tours in Costa Rica, Puerto Vallarta, Punta Cana, Puerto Plata, La Romana and Jamaica will be available for pre-purchase online soon. In the meantime, contact our call center for optional tours in destinations other than Cancun and the Riviera Maya. Palace resorts in Cancun and the Riviera Maya include a choice of complimentary tours in their room rate.

Optional tours are also available for purchase locally from our destination representatives. You will have an opportunity to learn about the various tours available upon arrival in your destination.

* Can I book a package online?
Yes, complete charter and/or scheduled airline vacation packages including air, hotel and transfers can be booked online using ExpressBook!

* How do I make a group reservation?
Vacation Express has a separate Group and Incentive Division ready to assist you. Our experienced team specializes in arranging corporate incentives, meetings, family reunions, student trips and many other types of group travel. Our long-standing vendor relationships translate into strong purchasing power ensuring you cost-effective pricing, quality servicing, and, in the end, a most successful group experience.

Vacation Express's Group and Incentive division can assist when you have at least 10 or more adults traveling together. Call us today at 1-800-309-4717 or have your travel agent contact our group department!

* What methods of payment are acceptable?
Vacation Express accepts American Express, Mastercard, Visa, cashiers checks, money orders and Vacation Express Gift Certificates.

* What type of coverage is available to me through Vacation Express, i.e. insurance, etc.?
When you purchase the Vacation Express Penalty Protection Plan (PPP), you can rest easy that your vacation investment will be protected. In the event the unexpected does happen and you must cancel your vacation plans, all applicable cancellation charges as per the Terms and Conditions contract will be refunded in the form of a Vacation Express travel certificate. Travel certificates are valid for travel departing no later than one year from the original departure date, and are valid to any charter destination using the original type of air transportation (charter or scheduled, if originally included). When you purchase the PPP, you may cancel your vacation for any reason right up until scheduled departure time, and for only $69 per person you will have the freedom to reschedule your vacation for a future date up to one year from originally scheduled departure. Plus it provides further insurance coverage once you have started your trip as well as access to emergency assistance service while traveling.

* What happens if I decline all coverage?
Please read Terms and Conditions carefully so that you are aware of the cancellation policies that you will incur, should you need to cancel. You may not add the above PPP plan at the last minute, should a situation arise.

* How important are the Terms and Conditions?
Extremely important! They outline the policies and procedures and we encourage you to make a copy and read through them carefully.

* If I cannot travel at the last minute, what should I do?
To cancel your trip at any time, contact Vacation Express as soon as possible. After business hours or on a holiday when Vacation Express is closed, please call 1-800-486-9777 and dial extension 3167 where you can leave a message 24 hours a day.

* How and when will I receive travel documents?
When making your reservation with our call center, you will be asked to provide an email address, home address and telephone number. If your reservation has been made using ExpressBook your e-documents will be e-mailed to you using the email address provided at time of booking. Or you may opt for paper vouchers/documents to be mailed to you for a nominal fee of $15 per booking.

For reservations made offline, through a travel agency or through our call center, documents are generally processed about two weeks prior to departure. Reservations made within 15 days of departure are subject to a $15 per booking "paper document" fee. This fee will be waived for passengers accepting faxed or e-mailed documents. In the case of bookings made using a scheduled air carrier, e-ticketing arrangements will be made and other package vouchers will be e-mailed to you upon receipt of final payment. In some cases, where e-tickets are not available, all documents, including air tickets, will be mailed at approximately two weeks prior to departure.