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FAQ's

FAQ's

Answers for all those questions you might still have

General Information

Who is Vacation Express?

As one of the largest tour operators in the southeast United States, Vacation Express has provided air/land vacation packages for over 30 years. We work with hotels and resorts in over 20 different destinations around the Caribbean, Mexico, and Costa Rica to bring you the best deals possible. So, whether you're looking to travel last minute for a romantic getaway or looking for early bird specials for the whole family, we're sure to have the perfect hotel and resort for you. Be sure to check out our interactive map of the beautiful destinations we travel to, browse our partner hotels by brand, or check out our best limited-time offers. You can also read more out more about us here.

How can I contact Vacation Express?

Our Reservation Center is open 24 hours a day, 7 days a week, so feel free to email us at customercare@vacationexpress.com, or call us at directly at 1-800-309-4717 nationwide, or at 404-321-7742 in Atlanta. You can also contact us with a request or for a quote here.

What are Vacation Express' Exclusive Non-Stop Flights?

In an effort to provide you the lowest possible prices, Vacation Express charters airplanes to offer our own non-stop flights that depart from over 20 different cities around the U.S. Our flights always leave in the mornings and return in the afternoons to maximize your vacation stay. See a full list of applicable flights here.

What's the difference between "Non-Stop", "Direct", and "Round-Trip" air?

Here at Vacation Express, Non-Stop Air is just that — a non-stop flight from your departure city to your destination, on one of our own exclusive chartered flights, as described above. Direct Air flights are also trips booked on one of our exclusive chartered airplanes, however, they make a single stop to pick up additional passengers; you do not disembark to transfer to a different flight or plane. Round-Trip Air flights are trips booked on regular scheduled flights on various airlines, and could possibly include a layover or transfer to a connecting flight.

Do you offer promo/discount codes?

From time to time we do offer coupon codes that can be applied while making a new booking for instant savings. We try to change them up to offer different things at different times to be applicable for different kinds of bookings, so be sure to check our Coupon Code page often if you're planning a trip soon to see if there's something for you!

Do you match pricing with competitors?

We do. Please review our Price Match Policy for details and instructions on how to get the best possible deal on your dream vacation.

What's the age limit for children to be charged 'child' prices?

For most hotels, child rates are applied to children aged 12 and under, at time of travel. Other hotels specify a child's age limit to be 11, 14, or even 17 years of age. Each of our hotel pages shows what their own age requirements are to be considered for 'child' pricing.

I am a travel agent/agency that would like to register with Vacation Express. How can I do that?

Welcome to the family! Travel agent/agency profiles can be created here. You're in for a treat!

Planning Your Trip

What is included at "All-Inclusive" hotels?

Along with your accommodations, All-Inclusive hotels and resorts include all meals and drinks, as well as daily and/or nightly entertainment and activities in one price. Other services, such as room service, spas, motorized watersports, child care, or premium meals and top-shelf alcohol may incur additional charges; at some hotels, some of these may be included in their All-Inclusive offerings. All of our hotel pages list what is and what is not included in their packages. Every hotel is a little different, so be sure to choose the right hotel for you.

Additionaly, often times, packages offered through Vacation Express include amenities or upgrades not offered elsewhere, so check back often for our exclusive limited time deals! We're sure to have the best hotel to make your vacation the most memorable it can be.

What are "Breakfast Plans" and "European Plans"?

Hotels offering Breakfast Plans include only breakfast with your accommodations, as well as their daily and/or nightly entertainment and activities. Additional meals, snacks and beverages are usually available for purchase. Bookings made at hotels offering European Plans include only the accommodations of the room along with their entertainment and activities, if applicable. All other amenities, such as meals and drinks, are not included but are also usually available for an additional charge. Each one of our hotel pages itemizes what their specific packages include. Every hotel is a little different in what is/is not offered, so be sure to choose the right hotel for you!

What is a "Local Representative"?

At almost all of our partnered hotels, Vacation Express has a Local Representative on-site to help you, free of charge, with anything you may need during your stay: room transfers, local recommendations, airport transportation, tours and excursions, and more. Be sure to check in with them when you arrive at your hotel, so they know you've arrived safely and everything is how you expected, and then again before you leave, to verify your return airport transportation in case anything has changed. They are there to help you have the very best vacation possible.

What's the difference between "Shared Transfers" and "Private Transfers"?

A Shared Transfer is transportation between the airport and your hotel, shared with other passengers. Depending on the locations of the hotels at which all of you are staying, you may have to make stops to drop off/pick up other passengers before arriving to your destination. A Private Transfer carries only the people within your party, so your trip between the airport and your hotel is non-stop.

What can I do during my vacation?

There are always lots of fun and exciting things to do! Horseback and ATV riding, sight-seeing tours and ziplining, snorkeling and scuba diving, sunset sailing and dinner shows, even swimming with dolphins and sharks! Almost all of our destinations have many unique activities to experience. Each of our destination pages [these can be found within the "Destinations" drop-down menu way up top] feature our favorite things to do, plus links to everything we offer. As an added bonus, many of the tours you will find offer special perks only for Vacation Express travelers, so they are not available to anyone else. Get out and explore!

What forms of payment does Vacation Express accept?

We accept payments via Visa, Mastercard, American Express and Discover credit cards, debit cards, PayPal, and UpLift Pay Monthly.

Can I pay for my vacation using a payment plan?

Yes, we offer a monthly payment plan through UpLift Pay Monthly. More information can be found here.

Do you offer insurance for my trip?

Yes, we offer three different types of insurance which cover cancellations, missed connections, lost baggage, and more, all of which are explained in detail here.

Where can I find baggage information for my airline?

Right here! For information on baggage, amenities and upgrades for Vacation Express' own exclusive non-stop & direct flights, click here to view/download a spiffy .pdf.

Can I book more than one room?

Our easy-to-use booking box at the top of the page on the left allows you to book up to six [6] rooms. If you need more than that, please see our Groups Services page for information on how we can help you organize a group vacation, as well as great perks that we offer. Or, you can email groups@vacationexpress.com. Please keep in mind that hotels have a maximum occupancy limit per room. This information can be found on each of our hotel pages.

Where can I find information on group travel, such as family reunions, bachelor/ette getaways, or corporate events?

We make traveling as groups easy! Check out our Groups Services page for important information and great perks that we offer, or you can email groups@vacationexpress.com to begin planning your upcoming special event.

Can I get married overseas?

Of course! Whether you're planning for 20 guests or 200, our Weddings & Honeymoons page has all the information you need to begin making your special day as perfect and stress-free as possible.

What should I do if I, or someone I'm traveling with, has a disability?

During the booking process, there will be an area where you can input any additional notes, requests, or information that you feel we may need in regards to your trip. Please let us know of any special assistance you may need so we can notify and prepare your air carrier, ground transportation, and hotel services. Although we do our best to assist you in every way we can, these services may vary depending on circumstance and availability, and therefore we cannot guarantee the availability of wheelchairs at airports or within your destination.

Keep in mind that not all hotels offer wheelchair accessible rooms, and at those that do, these rooms can be requested but not guaranteed. Also, standards and regulations vary by country according to their own law, which may not be consistent with those required by the Americans With Disabilities Act within the U.S. Feel free to contact us at 1-800-309-4717 nationwide, or at 404-321-7742 in Atlanta with any additional questions or concerns concerning traveling with disabilities.

Can I make special requests with my booking?

During the booking process, there will be an area where you can write any additional requests that you feel you may need, such as cribs, carseats, or joining or ground floor rooms. These requests will then be passed on with your booking. We will do everything we can to make sure you're provided with what you need, however, we cannot guarantee their availability.

Before You Leave

Okay, I purchased a vacation package...now what?

Great! Just sit tight and we'll send you a confirmation email with a summary of your booking. Review it and make sure everything is correct! If not, let us know as soon as possible. We will also send occasional reminders in the months leading up to your vacation to remind you to choose your seat, pre-pay extra baggage, or for anything else you may need to make your traveling easier. Then, your travel documents will arrive via email 21 days before your departure date.

We never mail or ship airline tickets, so for most major airlines, you can log onto your airline's website to check in and print your boarding passes, or you can check in at the airport ticket counter at least three hours prior to your flight to receive your boarding passes then.

How can I view my booking?

Simply log into your account via the "Sign In" link at the top of the page. Here, you can view and print your eDocs, choose/upgrade your plane seat, add special requests to your booking, purchase trip insurance, excursions, transportation, and more.

Where can I make a payment?

Directions on how to log into your account to apply a payment are located at the bottom of your invoice. You can also to contact our Reservation Center at 1-800-309-4717 nationwide, or at 404-321-7742 in Atlanta. We are open 24 hours a day, 7 days a week.

Can I book tours and excursions in advance?

Of course! Just log into your account via the "Sign In" link at the top of the page to access your personal account. There, you can view all the tours and excursions we offer to choose the ones that you like best.

Where can I find information that I might need to know pertaining to the country I am traveling to?

Each of our destination pages [which can be found under the "Destinations" drop-down menu way up top] has a "Travel Tips" link near the bottom. This will take you to a page that has many useful pieces of information, such as the time zone it is in, the currency used, its electricity voltage, transportation help, local customs, and more.

Do I need specific vaccinations before I travel?

The Center for Disease Control [CDC] provides comprehensive health information for specific destinations, required vaccinations, information for travelers with special needs, and updates about other health news. You can also visit the U.S. State Department Travel Website for additional travel information. Vacation Express cannot guarantee the accuracy of information located on external/third party websites.

Do I need a passport?

All United States citizens are required to have a valid passport to enter and/or re-enter the United States via air transportation. Air travel to and from U.S. territories, such as the U.S. Virgin Islands [St. Thomas, St. John and St. Croix] or Puerto Rico is considered domestic travel, and does not require a passport. Additional travel requirement information regarding passports, how to obtain one, and approximate pricing can be found here.

While You're There

Who do I contact if there are complications with my vacation?

Your Local Representative is there to help you with anything you may need during your stay. Their available hours on hotel property may vary daily and by location.

Where can I purchase tours/excursions after I've already arrived?

Tours and excursions can be purchased from your Local Representative. Their available hours on hotel property may vary daily and by location.

Are tips/gratuities expected at all-inclusive resorts?

Just like any other service provided to you elsewhere, tipping is optional, but expected. And also highly appreciated.

After You've Returned

How can I report any complications or concerns with my vacation?

Customer satisfaction is one of our best, and most important, hallmarks. If you would like to share your positive experience with us, or if you have any concerns regarding your trip, please visit our Customer Care page for assistance.


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