EEI Travel
 





 EEI Travel Help / Frequently Asked Questions (FAQ's)
  • Rebrand EEI Travel to Europe Express
  • Making Reservations
  • Documentation
  • Customer Service
  • Payment & Security
  • Prices
  • Changes and Cancellations
  • General Questions About Our Product
  • What Do I Need to Travel?

    Rebrand EEI Travel to Europe Express
    Q:Why rebrand EEI Travel to Europe Express?
    A: For our 20th Anniversary, EEI Travel is going back to its roots and rebranding to Europe Express. This name more accurately describes what our company does best-affordable, flexible, and customizable FITs and travel packages to Europe.

    Q:Will this change affect my commission?
    A: This will not affect your commission at all. Existing commission agreements will remain in place, and all bookings made will count towards your yearly performance totals. P.S. Watch out for new bonus commission promotions for online bookings coming in early 2010!

    Q:What product will we offer?
    A: Europe Express will focus primarily on European travel destinations. This means that we will no longer offer Asia, Central America, South America, South Pacific, and most Africa vacations. However, along with a renewed focus on Europe we will still offer packages to Egypt.

    Our Group travel department will continue to offer customized itineraries for groups of 10 or more to destinations around the world.

    Q:What will happen to existing bookings in destinations that are no longer going to be offered?
    A: Europe Express will operate all existing bookings to every destination. No matter where your clients are going, we will continue to offer world class customer service from the day the booking is made until the day that they return home.

    Q:What product will be added?
    A: It is Europe Express' goal to be considered the foremost expert in European travel. To this end, we are in the process of increasing the amount of European product that we offer by adding more hotels, sightseeing, and specialty options. If there is something that you are looking for on our website and can't find, please let us know.

    Q:What changes will be made to the Europe Express website?
    A: Along with a new name Europe Express will have a new URL www.europeexpress.com.

    This website will have enhanced features such as flexible FITs, live air, and Google maps showing the exact location of each hotel. This functionality is a tool for you to create online quotes and bookings more efficiently.

    Q:What will the vendor name be on my credit card statement?
    A: Europe Express will show as the vendor name on all credit card statements.

    Q:Will I still be able to talk to the same agents when I call?
    A: Yes, our team of dedicated agents is available as a resource to you. Our experts are more than happy to share their insights, and help you put together a tailored itinerary to fit your clients' exact needs.

    Additionally, our new website will have enhanced functionality allowing you to make online bookings more easily and efficiently.

    Q:How can you reach us?
    A: Europe Express
    3303 Monte Villa Parkway, Suite 200
    Bothell, WA 98021
    Phone: 1-800-927-3876
    E-mail: res@europeexpress.com

    For your convenience, Europe Express' call center is open Monday-Friday 6am-7pm PT and Saturday-Sunday 7:30am-4pm PT

    Making Reservations
    Q:How do I book?
    A: Make your reservation online or call your travel agent and have them contact EEI Travel at 1-800-927-3876.

    Q:When is my reservation confirmed?
    A: You will be notified by email or fax if you prefer, within 24 hours. Alternatively, you can view the status of your reservation using the My Vacation feature.

    Q:What is the minimum lead time required for travel?
    A: Packages including air, car rental, rail, transfers, or sightseeing require more time than hotel only bookings. See the following guidelines:
    Hotel Only: 48 business hours prior to departure from the U.S.
    Packages: 8 business days prior to departure from the U.S.

    Documentation
    Q:What documents will I receive and when are they sent?
    A: Depending on what your package includes, documents may consist of paper air tickets or air itinerary and e-ticket receipt, hotel vouchers, sightseeing vouchers, car rental voucher, rail tickets, and/or vouchers for other services you have purchased. Documents for an Escorted Tour may be issued upon arrival at your destination directly from the local tour provider.
    Documents are typically sent 1-2 months prior to departure date and will be processed electronically. If you do not receive instructions within 2 weeks of your departure date, please contact us immediately.

    Electronic document exceptions:
    *Please Note, if your package includes paper airline tickets, rail, Paris metro, Paris museum, Bateaux Mouches tickets, London Tube, Oyster Cards, Pub Passports, or speed link tickets your package will be shipped. Be sure to provide us with a day time delivery address where someone will be to sign for your package as a signature may be required.

    Optional Handling Fees:

    We offer 2 additional handling options aside from our electronic option.

    $12 Paper Document fee - We will print and mail your packet to you.

    $32 Rush/International fee - This option is available should you choose to receive paper documents in an expedited manner. Or you live outside the US and request mailed paper documents.


    Customer Service
    Q:Can I call and ask questions before I make a reservation?
    A: We always recommend the use of a professional travel agent. Many of your questions may be answered here in the FAQ section of our web site. However, if you have additional questions, you may send your questions to us via email or by telephone (EEI Travel Tel: 1-800-927-3876).

    Q:What if I have questions after I've booked?
    A: Upon confirmation, our customer service department is available to assist you with your reservation prior to, during or after your trip. They can be reached via email, or by telephone (EEI Travel Tel: 1-800-927-3876) .

    Payment
    Q:Do I have to provide a credit card at the time of booking?
    A: Yes, a valid credit card is required prior to a reservation being processed. No charges are applied to your credit card until the requested services are confirmed.

    Q:When is payment due?
    A: Deposit and payment terms vary according to the product. Please refer to our terms and conditions when completing a booking. In general though, a deposit of $150 - $500 per person (depending on product) is charged upon confirmation. If the booking is submitted within 45 to 60 days prior to departure (varies according to product) full payment will be charged. No charges will be applied to your credit card until air and hotel services are confirmed**.
    ** Certain non-refundable services such as rail and theatre tickets are only reserved upon receipt of full payment and are subject to availability up to the time they are booked. You may request that we charge a booking in full prior to the payment deadline in order to secure these arrangements in advance. Please note that rail reservations cannot be made prior to 2 months in advance of travel.

    Q:What forms of payment do you accept?
    A: We accept the following major credit cards: Visa, MasterCard, Discover Card and American Express.

    Q:Do I have to submit my credit card details over the internet?
    A: Yes, if you make your reservation online. However we do accept reservations over the phone. Please note that reservations will NOT be processed without receipt of a valid credit card.

    Q:Is it safe to submit my credit card over the internet?
    A: EEI does offer a secure environment for submitting credit card details via Internet using SSL Secure Sockets Layer technology. This is the industry standard encryption technology that is widely used by e-commerce site on the internet. If you do not feel comfortable submitting your credit card details online, please select our "credit card by fax" option when completing your booking.

    Q:Can I use someone else's credit card to pay for my trip?
    A: No. Credit cards will only be accepted from traveling passengers. Documents will only be sent to the billing address of the credit card submitted.

    Prices
    Q:Do your prices include airport taxes and fees?
    A: All airline tickets are subject to a variety of foreign and domestic government taxes which include security charges, the September 11th Security Fee, airport facility charges, customs and immigration fees, inspection fees and more. The total of these taxes may vary and will be approximately anywhere between $50 and $200 per passenger and are collected by EEI Travel. For details please click here. Airport taxes & fees which appear on the invoice reflect the taxes and fees that are applicable when the original reservation is completed. These taxes and fees may vary prior to airline tickets being issued. We reserve the right to amend the airport taxes & fees to reflect any changes prior to ticketing.

    Changes and Cancellations
    Q:Can I change my reservation once it's confirmed?
    A: Once a reservation is confirmed changes are permitted on certain products** but penalties do apply. Please ensure that you are 100% set on your itinerary and plans prior to submitting a reservation to avoid any change fees.
    **Completely non-refundable items include but are not limited to:
  • Air inclusive packages.
  • Rail ticket/passes.
  • Theatre tickets.
  • Airline tickets.

  • Q:Are there penalties if I cancel my reservation?
    A: Yes! Please refer to our terms and conditions when finalizing your booking. Certain products are non refundable once confirmed. Please ensure that you are 100% set on your plans prior to submitting a reservation. We realize that situations do come up unexpectedly that necessitate the cancellation of a trip. We sell trip cancellation insurance through Travel Guard International to cover most eventualities. Click here to review the details of this insurance. We strongly suggest that you purchase insurance with your package. You cannot add insurance after a reservation is confirmed.

    General Questions About Our Product
    Q:What happens if the package price changes after I have booked my package?
    A: Once a package is booked and paid in full, the price is guaranteed. If our prices change, no price amendments will be made to existing bookings.

    Q:Can we extend our stay and what is the cost?
    A: Usually yes for up to 30 days. This extension must be done at the time of reservation request. There is not usually a charge unless the package normally has "weekend surcharges" for air flights. Of course, if you wish to take additional car rental or hotels, this does cost extra!

    Q:Why is there a single supplement?
    A: Tour packages are usually priced on a per person basis. Hence the room cost or car cost is divided by two people. Therefore if one person goes, he/she has to cover the whole cost of that room or the car rental.

    Q:Do you offer child discounts?
    A: Certain hotels do offer discounts when one child 12 years old or younger shares a room with two full paying adults. Hotel Only Rates reflect the applicable discount when pricing online. Child rates are not generally available on our packages and pricing is based on double accommodations. Hence the room cost or car cost is divided by two people. Families traveling with one child can be accommodated in a triple room. The cost for the third person is the same as our published price for two unless otherwise indicated. Families with two children will require two rooms.

    Q:Can I submit special requests with my hotel reservation?
    A: All hotel rooms are confirmed on a run-of-the-house basis. Rooms are assigned by the hotel at the time of check-in. Requests for specific room types; non-smoking, specific locations; street view, high floor etc. can be requested at the time of reservation but not guaranteed. Room types or special requests cannot be made or changed after a hotel is confirmed.

    Q:What kind of room can I expect?
    A: Room types and sizes vary depending on the destination. In Europe room sizes are generally much smaller than American hotels. Single rooms are usually smaller in size than twins and doubles and have one small bed. Triples are usually a standard twin/double plus a roll away or sofa bed. Upgrades to superior rooms, executive rooms or suites are not available unless specified under the description of the package.

    Q:What airline will I fly on?
    A: Our air inclusive packages feature air travel on major scheduled air carriers. The airline used for a particular package is indicated in the package inclusions.

    Q:Can I upgrade my air ticket to business or first class?
    A: Certain airlines do allow us to sell business and first class fares in conjunction with our packages at discounted rates. If you are interested, please request information at the time of reservation. Frequent flyer miles and or airline coupons CANNOT be used in conjunction with our airfares for the purpose of upgrades.

    Q:Will I receive frequent flyer miles from the airline?
    A: Generally speaking airlines do not offer frequent flyer miles in conjunction with our discounted tickets. You may inquire directly with the air carrier as to whether frequent flyer miles may be accrued. EEI Travel is unable to assist in obtaining miles or credits from the air carrier.

    Q:Can I request advanced seat assignments?
    A: Yes, please let us know your request at the time of booking and we will try to assign seats for you.

    Q:Do you offer air only?
    A: Not at this time but you will find our inclusive packages include some of the best fares available.

    Q:Are any meals included in my package?
    A: Please review the inclusions of your package carefully. Breakfast is usually included, where specified in the package inclusions. This meal varies depending on the hotel but unless specified otherwise will consist of a continental breakfast. Additional charges for an American breakfast will be charged directly to you by the hotel.

    Q:What extras will I have to pay for?
    A: Any items of a personal nature including but not limited to: phone calls, tips, laundry, beverages, meals not stated, taxi and bus fares, passport and visa fees etc.

    Q:Could I be subject to additional baggage charges?
    A: Because of changes in restrictions and security concerns, individual carriers on Intra-European flights can have different baggage restrictions than trans-Atlantic carriers. Intra-European flights tend to be more restrictive on baggage weight and luggage size than transatlantic flight guidelines and could result in excess baggage charges.

    In order to make your flights as pleasant as possible, it is important that you check each carrier's baggage restrictions prior to flying.

    What Do I Need to Travel?
    Q:Do I need a passport and visa?
    A: Visa HQ It is the sole responsibility of each passenger to obtain the necessary documents for travel, not excluding passports and visa. For U.S. citizens, usually a valid passport only is required; however, some destinations do require a visa. Visa requirements do change without notice and vary by nationality. It is your responsibility to check if a visa is required. We recommend using VisaHQ as a simple and reliable source for this process.

    Q:Do I need a credit card to travel?
    A: Hotels and car rental companies require a credit card at the time of checkin/pick-up. In the event you do not have a valid credit card a cash deposit will be requested. The amount of this deposit varies depending on the hotel/car rental company however it can as much as $500. We strongly recommend that you travel with a valid credit card.


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