Travel Update: Jamaica

A: New hotel-only and hotel and commercial air bookings for travel through December 18, 2020 that were made in recent weeks already show a 15 day prior to departure final payment due date. For bookings made prior to that reflecting a 45 day prior due date, we are automatically extending your final payment due date to 15 days prior to departure. Even though you may still receive an automatic cancellation notice, note that internally, your reservation will not be cancelled and will be adjusted to reflect the new due date 15 days prior.

In addition to the reduced final payment date, the 100% cancellation has been changed to match your final payment terms. Non-refundable hotel rates and scheduled air penalties will follow specific resort and airline policies.

All bookings with departures from December 19, 2020 forward will have a final payment due date of 30 days prior to departure. This includes hotel only bookings and hotel and air inclusive packages with commercial air or a Vacation Express exclusive non-stop flight.

Terms for groups may vary. Express Groups follow the terms as outlined above. For Contracted Groups, please contact your VE Groups Specialist for more details.

A: No, you cannot. Policies apply effective the date they are implemented and are not applicable to bookings that were changed or cancelled prior.

Our change fee and cancellation fee policies have changed to provide you with more flexibility. Since these terms are more favorable, they will apply to new and existing reservations.

A: After logging in select Cancel under the Options tab to cancel your reservation. This will send a request to our Operations Department. It may take up to 72 hours to process the cancellation however you may consider it cancelled once you select cancel. You will receive a cancellation invoice showing the details as to any remaining value of your cancelled booking. Please note that in all cases it is the agents or traveler's responsibility to obtain their future travel credit from the commercial air carrier if applicable.

A: If you would like to cancel your trip with your insurance, please call our Contact Center to process your cancellation. There are two possibilities:

• If you are using your travel protection to cancel or reschedule your booking, the regular terms as per that policy apply and you will not be refunded for your insurance because you have used the plan. Details for the insurance plan you purchased are listed on the Vacation Express website.
• If you did not use your insurance and are cancelling for travel through December 15, the unused cost of the insurance will be protected with a future travel voucher.

A: If your travel dates are between July 15 � November 30, your booking will automatically be honored at Royalton Riviera Cancun if originally booked at Planet Hollywood Beach Resort, or Hideaway at Riviera Cancun if originally booked at Planet Hollywood Adult Scene, in a similar room category at no additional cost to you. No further action is required. Your booking will be updated, based on travel date, and a new invoice will be emailed to you.

A: If you no show for your vacation, you will not receive a credit or a refund for any portion of your package.

A: We're making every effort possible to get a voucher or refund for you, but it does remain at the hotel's discretion. To cancel your booking, please see the S&A above.

A: In order to change or cancel your booking, you must have paid in full for the air portion of the booking to be eligible for any change or cancellation.

A: No, because with RDP Vacation Express already purchased the air portion of your package with the understanding that you would either complete the payments or lose your deposit. There are two options if you want to cancel with RDP:

• You can pay for the airline portion of the package in full by calling the Contact Center and receive the airline ticket number for future travel through the airline.
• Cancel the complete package, lose the RDP deposit and your airline ticket will have no value.

A: A Vacation Express future travel voucher is an e-voucher that will be emailed to you approximately 7 days after you cancelled your booking. Vouchers issued between March 10 � August 31, 2020 are valid for travel until December 31, 2022 and can be used for a deposit on your next trip.

A: It is up to each of the travelers, but at least one name on the reservation must stay the same. There are no penalties or change fees to replace other names on the voucher.

A: If you don't use the full value of the voucher the balance will not be refunded, but you can upgrade your hotel or room category to maximize the value of your voucher. Since it is valid until December 2022, you can use the balance for a trip at a later time.

A: It's just two easy steps to redeem your voucher:

1. Make your booking online or call our Contact Center. Your voucher is valid for any hotel-only booking or package including airfare.
   • If your booking includes commercial airfare, please make your booking Monday-Friday as airfare must be ticketed the same day.
   • If your booking is hotel-only or includes a Vacation Express exclusive, non-stop flight, you may book any day.
   
   
2. After you book, email [email protected] with your new booking number and original booking number to apply payment.

A: IIf you previously received a future travel voucher that is set to expire between April 15-June 30, we will extend your voucher validity an additional 6 months from the date it was set to expire.

A: No, insurance cannot be transferred, but a new plan can be added when you rebook. Effective July 21, 2020 Vacation Express announced new vacation protection plans. Click here for more information on the plans.

A: We currently only have our PPP+ insurance plan available for hotel only bookings for travel through August 31, 2020. For air-inclusive bookings we have the PPP and VPI insurance options. PPP+ is available for air-inclusive packages for travel starting September 1, 2020.

A: Under normal circumstances Vacation Express would assist you with booking the new package, even though it is time consuming for us. Under current circumstances, with the hold times the airlines have and with our Air Department extremely busy, we do not have the ability to handle that for you and ask that you rebook the airline ticket with the airline directly.

A: Refunds are always in the original form of payment. If you used a future travel voucher to pay for your new booking, then the refund will go back onto the voucher. Any additional payments made by credit card will be refunded to that card.

A: Make sure you have carefully reviewed the hotel's guidelines for rebooking. Resorts currently offering rescheduling promotions include AM Resorts, Grand Palladium Hotels & Resorts, The Excellence Collection, TRS Hotels and a variety of smaller hotel companies. For restrictions, blackout dates and general information about any offers please see the hotel's websites.

A: If it is part of an Express Group, the above policies and procedures apply. If it is a contracted group, please contact your Groups Specialist for more information.

A: Yes. Effective March 24, we have adjusted our hours to 9:00am-6:00pm EDT.

A: Most hotels offer the same rates, but there are some that offer slightly lower rates for bookings with airfare. Unfortunately, at the moment you have to book hotel only on our website and then rebook your airfare with the airline directly. In the next few months, we will return to our regular ways of handing this [see previous question and answer], but for now this is the best we can do.