How do I pay for all travel products such as air tickets, insurance, hotels etc. purchased online?

The form of payment accepted to purchase online is a valid US or Canadian credit or debit card. Debit cards may be used but are generally subject to low daily limits that may cause the payment process to be rejected, i.e. Credit card declined. We accept the following types of major credit cards: American Express, Visa, Master Card, Discover, and Diners Club. If you do not have a valid credit card then tickets may not be purchased on-line. Only one card may be used to purchase the ticket(s) on a given reservation.

To complete the purchase process you will need to enter information about the credit card and have this information validated before a ticket or a final confirmation is issued. If the entered credit card information is not valid then an error will be generated and an e-mail sent to you (at the e-mail address specified by you) indicating that the credit card has been declined. In order to keep the reservation you must call the Help Desk on our Toll Free number 888-269-4304 and provide the Representative with valid credit card information within 24 hours of making the reservation, or the reservation may be terminated. Please be aware we have no control of the airlines taking their seats back for inventory purposes from an un-ticketed reservation without notice. Most credit card declines are the result of inaccurate information being entered into the website payment page such as transposing credit card digits, having the wrong security code or expiration date, or the name on the card and address are inconsistent. These problems can be remedied by simply calling Help Desk and correcting the entered data.

Can I pay for the ticket with a debit card?

Although Credit Cards are suggested, we do accept Debit cards with Visa or Master card logos on them. Debit cards normally have a lower daily spending limit which can cause complications when purchasing an airline ticket online. It is highly recommended you contact your bank prior to purchase to ensure the daily spending limit will cover the cost of ticket(s). Please advise them you are purchasing tickets online. This may also protect you from a security block being placed on your account. Also please note that Debit cards have a stricter fraud screening which can cause delays in confirmation. If for any reason your card is declined, you will be notified via email. Please be advised you will be responsible for contacting your bank to clear up any problems. The airlines have the right to lapse the fare and cancel the reservation when full payment is not received.

Do you accept prepaid credit cards?

We accept most pre-paid credit cards however; we highly recommend using a standard credit card. The bank’s processing time, flexibility and ability differs greatly from that of a debit or credit card.

Are all prices in US Dollars?

All of our fares are listed in US Dollars. As stated on our home page, all of our prices are quoted in US dollars. We do accept Canadian credit/debit card and the final charges on your Canadian statement will be in Canadian Dollars after our price quote has been converted from US Dollars. Since the currency exchange rate is based upon your credit card company’s conversion rate tool at the time your charge is processed, your final amount may vary.

Do you accept Canadian credit/debit cards?

Yes, we do accept Canadian credit/debit cards for payment. The amount will be converted to Canadian dollars and these amounts are what will appear on your billing statements. Since the currency exchange rate is based upon your credit card company’s conversion rate tool at the time your charge is processed, your final amount may vary.

I have a non-US, non-Canadian credit card, can I use it?

JetUpFront has recently started allowing credits cards issued outside the US/Canada to be used as a form of payment for certain itineraries. There are some stipulations involved and in even rarer cases additional fees collected. If JetUpFront does require certain documents and/or charge a fee you will be prompted on the site prior to you accepting and clicking purchase. If you have further questions please call on our Toll free number 888-269-4304 or email us at [email protected].

Why was my credit card declined?

There are many reasons a card can be declined. Some problems include: insufficient funds, low daily spending limit, billing address verification failed, and internet fraud screening.

Please know that in most cases the airline will only allow a flight request to hold for 24hrs before the fare expires and the request is canceled. You will be notified if your card is declined and you will have to contact the credit card company to clear up the problem. Once the problem is resolved you can call our Help Desk, 24 x 7 to have the ticket processed.

Is there a service fee for purchasing my ticket through the website?

Yes, all service fees and taxes are included into your final total when searching online for a flight. You are able to click on the "taxes/fees" choice to see a breakdown of all separate amounts that create your final total and amount charged to your card

Why are there different charges on my credit card?

You will see separate charges on your credit/debit card for accounting reasons. However, when all amounts are added up they will not exceed the final amount you agreed to pay online.

How do I review/confirm my reservation?

After you have completed the online request you will receive a booking reference code. It is a 6 character code that will either be made up of both letters and numbers or just letters only. You can monitor the progress of your request by visiting our informational websites. If your code has only letters please visit http://www.virtuallythere.com/ and if your code has both letters and numbers please visit http://www.checkmytrip.com/. Once the airline has fully confirmed and issued your tickets you will receive a second and final email confirming your request. If you did not receive a final confirmation, it may be because your internet provider has blocked it as possible spam. Please take a moment to check your spam/junk folder.

What if I have not received my confirmation email with My Booking reference code?

Once you have completed the online request you will instantaneously receive an email acknowledging your request which will include a booking reference code. If you don’t receive it within few minutes you may have entered your email incorrectly or your email server has routed the email to a spam/junk folder. It is suggested to call our Help Desk on our Toll free number 888-269-4304 if you don’t receive an email after making your request.

What should I do if I have lost my itinerary or I need another copy of my itinerary?

If you need another copy of your itinerary you can use your booking reference code to take a print by following these instructions: your reference code is a 6 character code that will either be made up of both letters and numbers or just letters only. If your code has only letters you will visit http://www.virtuallythere.com/ and if your code has both letters and numbers you will visit http://www.checkmytrip.com/ and can print the information from there.

I have a confirmed reservation on 2 or more airlines. Why are you unable to issue my ticket?

Some airlines do not have ticketing and/or baggage transfer agreements with each other therefore causing the itinerary you chose to be invalid and unable to be confirmed and ticketed by the airline. If this situation arises your request will be cancelled and nothing will be charged to your card.

You can then proceed to go back online to choose an alternate itinerary or call on our Toll free number 888-269-4304 for assistance.

Do I have an Electronic Ticket or paper ticket for my reservation?

Our system is programmed to automatically issue e-tickets. If the airline prohibits an e-ticket due to some technical reasons, we will notify you within 24 hours of your booking. An additional Fedex shipping charge will be applied to your total charges if you agree for Paper Tickets. If you are concerned about having a paper ticket, you may call our Help Desk on our Toll free number 888-269-4304.

I purchased a paper ticket, how will I receive it?

If the airline prohibits an e-ticket due to some technical reasons, we will notify you within 24 hours of your booking. The tickets will be shipped via Fed Ex second day delivery to your Billing address only.

We can also ship over night packages and set up Saturday deliveries when necessary. Please know that we do NOT ship outside the US/Canada. Kindly allow extra days if purchasing a ticket on the weekends/holidays.

What is the shipping charge?

We use Fedex 3 day shipping to send all paper tickets to our customers. For shipments within the continental US, the Fedex shipping charge is $19.00 for the standard 2 day shipping. For shipments including Hawaii, Alaska, Puerto Rico, and the US Virgin Islands, there will be a $25.00 charge. If we have to ship to anywhere in Canada there will be a $38.00 charge.

Why did I not receive my tickets in the mail?

If you have not received tickets in the mail it is most likely because you were issued electronic tickets (e-tickets). If you were issued e-tickets your email confirmation serves as your ticket receipt. The airline will only require a valid government issued ID such as a passport/Drivers license/state ID in order to check in and receive a boarding pass.

I did not receive my paper tickets in the mail, what should I do?

If you purchased paper tickets our shipping department will send them via Fed Ex and will also send an email to the traveler advising the Fed Ex tracking number in order for you to track your package. The tickets are normally sent with a 3 day delivery but can take longer if over a weekend/holiday. You can use your tracking number on the http://www.fedex.com/ to view the status. If 4 or more days have passed, you may call our Help Desk on our Toll free number 888-269-4304 for assistance.

I have a PO Box, how will you ship me the tickets?

Unfortunately Fed Ex will not deliver to a PO Box, FPO, or APO address. If you are certain you have a paper ticket, you will need to contact our shipping department to supply us with your physical mailing address in order to have your tickets shipped.

Can I receive the tickets to a different mailing address?

We are not able to ship to any other address than the one attached to the billing credit/debit card being used.

How do I travel with an electronic ticket?

Electronic tickets (e-tickets) make traveling convenient as it eliminates the worry of loss or theft of your paper tickets. You will be required to carry government issued photo identification (such as driver’s license or passport) for check-in, to the airport.

Some airlines may allow check-in online and print your boarding pass up to 24 hours in advance. Passengers must have a printed boarding pass in order to proceed through security and those who do not have a boarding pass should go to the airline ticket counter prior to going through the security checkpoint.

It is advisable that you reconfirm your flights at least 72hrs prior to departure directly with the airline.

What identification do children need at the airport?

For domestic travel in the U.S., passengers under the age of 18 are not required to have identification. However, the adults who are responsible for the child at the departure airport and arrival airport are required to have identification. While the airlines typically do not specify the identification required for the adult who drops off or picks up the child, the same kinds of photo identification that an adult uses for airline travel should be sufficient and/or a valid Birth Certificate.

If a child is traveling unaccompanied on an international flight, there may be additional requirements such as Passports/Visas. Depending on the circumstances, you may need to have additional documentation to allow a child to leave the departure country or to enter the destination country. Contact the appropriate authorities for each involved country to ensure that all requirements are being met.

What are the rules on unaccompanied minors traveling alone?

Most airlines allow unaccompanied children at or above a certain age to fly, though usually with several restrictions. Programs vary widely from airline to airline, and no two airlines will have the same polices, which is why we suggest you to call us on our Toll free number 888-269-4304 for assistance or make direct reservations with the airline for unaccompanied minors.

In the U.S., there are no clear regulatory guidelines with respect to unaccompanied children, so it is important that you take the time to understand the specific policies of the airline and then make the reservation.

Why do I have to change airports?

Itineraries will sometimes involve an airport transfer when certain airlines don’t fly to your requested destination from one airport to another such as EWR and JFK in New York City. The switch of airports is carried out at the travelers own expense and will require the traveler to collect their luggage and transfer to the next airport where he/she will then check-in with the next scheduled airline. Most itineraries that involve a switch of airports are normally priced lower which is why it is offered as a viable option on the website.

What are the check-in procedures for domestic and international flights?

When packing, please remember that new Federal carry-on rules allow for only one standard-size carry-on bag and one personal item such as purse, laptop computer, small book-type backpack or briefcase.

The Transportation Security Administration requests travelers not to lock their checked luggage. If your bag is locked and there is a need to inspect the bag, the locks will be removed by security. New Federal security rules require customers who have checked baggage to fly on the same flight as their checked bags. If you are checking your bags, be sure your name and contact information is on the outside and inside of each bag.

If you're checking bags for a domestic flight, you should arrive at the airport 90 minutes prior to departure. If you only have carry-on luggage, plan to arrive 60 minutes prior to departure. For international flights, it's recommended that you arrive at least two hours prior to departure. For international flights all passengers will need their passports.

Have your government-issued photo ID available at all times, as well as a printed itinerary if you're traveling with an electronic ticket. As per FAA rules, if you are traveling on a domestic flight with a child or children under the age of 18, they do not need a photo ID as long as the accompanying adult certifies their identity.

It is advisable that you reconfirm your flights at least 72hrs prior to departure directly with the airline to ensure that no last minute schedule changes have occurred.

If you wish to reconfirm your flights with the airlines or if you have any questions about a particular airline's rules, please contact the airlines directly. For a list of airline phone numbers, please visit the Airline Contact page.

What are the latest passport requirements for US citizens traveling to/from Canada, Mexico, and the Caribbean?

Most U.S. citizens must use a U.S. passport to travel overseas and reenter the United States. A passport is an internationally recognized travel document that verifies your identity and citizenship. Only the U.S. Department of State and U.S. Embassies and Consulates have the authority to issue or verify U.S. passports.

Most foreign countries require a valid passport to enter and leave. Some countries may allow you to enter with only a birth certificate, or with a birth certificate and a driver’s license, but all persons, including U.S. citizens, traveling by air, must present a valid passport to reenter the United States.

If you are traveling by land or sea, you must provide evidence of both your U.S. citizenship and your identity (regular driver's license and birth certificate) when you reenter the United States. For many land or sea trips this means you can travel using the new U.S. passport card instead of the normal passport book. Read more about U.S. passport requirements.

Recommendations made by the Department of Homeland Security's caused passport rules to change in 2007, when travelers began needing passports if returning to the US by air from Canada and Mexico. DHS has also been requiring passports from US citizens crossing Mexican and Canadian borders by land or sea as of June 1, 2009.

Some Caribbean islands are US territories -- you do not need a passport to travel to Puerto Rico or the US Virgin Islands by sea, air or spaceship any more than you need a passport to drive from Manhattan to Montana. Guam, US Samoa, Palau and other Micronesian islands are also US territories.

In order to travel to and from US territories in the Caribbean (Puerto Rico and the US Virgin Islands -- St. Thomas, St. Croix and St. John) from the mainland US by air, you will need:

• Official government issued picture identification like a current driver’s license or a photo ID card, which can be issued to non-drivers by your state’s motor vehicles department, or a passport (of course) or two forms of non-photo identification (one needs to be state-issued)
• Proof of US citizenship -- like a birth certificate -- may make leaving the USVI for the mainland USA easier (learn more) because the USVI is considered a "port of entry"

A passport is definitely needed to leave and then return to the US Virgin Islands (like hopping to the British Virgin Islands).

What about your children? Some countries have instituted requirements to help prevent child abductions and may require travelers to present proof of relationship to the children and evidence of consent from any non-accompanying parent(s). Visit our child abduction country information pages for information about your destination.

When does your passport expire? Some countries require that a traveler’s passport be valid for at least six months beyond the dates of the trip. Contact the embassy of your foreign destination for more information.

What general passport requirements are required for international travel and where can I find the latest specific information about international travel requirements?

Passport, visa, and health requirements vary by country of destination. Make sure you get all the information you need well in advance of your trip. Passports are now required for all U.S. citizens traveling to or from the United States via air, to/from Canada, Mexico, Central and South America, the Caribbean (with the exception of Puerto Rico and the U.S. Virgin Islands), and Bermuda. These requirements have been temporarily modified because of the high demand and the State Department’s inability to meet the needs in a timely manner. Refer toUS Passport Information for the latest requirements and regulations. Beginning in summer of 2008, passports will be required for all U.S. citizens traveling to or from the United States via land and sea, regardless of destination.

United States citizens can visit the State Department's web site http://travel.state.gov, or call the U.S. National Passport Information Center: (877) 4USA-PPT. Please allow 10-12 weeks for processing of the passport application. If you need to travel urgently and require a passport sooner, please visit http://travel.state.gov for additional information on expedited processing.

To find out more information about how to obtain a Passport, please visit http://travel.state.gov/passport/passport_1738.html.

To find frequently asked questions about the New Travel Document Requirements, please visit http://travel.state.gov/travel/cbpmc/cbpmc_2225.html.

To find foreign country entry requirements, please visit http://travel.state.gov/travel/tips/brochures/brochures_1229.html.

What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your curser over the text in the column called 'Conditions'. This information will also be in your confirmation email.

Can I make a reservation without a credit card?

A valid credit card is needed to guarantee the reservation with the hotel. However, you can make a booking using someone else's card provided you have their permission. If this is the case please mention the card holder's name, and that they have given permission for you to use their card, in the 'comments' box when you make your reservation.

How do I know my reservation is confirmed?

As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number and your pin code, so you can access your confirmation online at 'My Booking'. We also send you a confirmation email with all your booking information.

Can I cancel or change my reservation through this site?

Yes, it's easy. You can cancel or change your booking via our self-service tool 'My Booking'. Please, remember to check the hotel's cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the 'Conditions' column.

What is my PIN code and what do I need it for?

our PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows you to login to 'My Booking'. On 'My Booking' you can view, change or cancel your booking. Please keep your pin code confidential.

Where can I find the hotel's telephone number and/or email address?

All of the hotel's details, including telephone and email address, are provided in the online booking confirmation, confirmation email and in My Booking.

How can I see how much a hotel room costs?

Once you have entered the dates of your stay, the rates will be clearly displayed alongside the available room types.

I am entering my credit card details, when will I pay?

We will never charge your credit card. The payment for your stay is processed by the hotel during or after your stay, unless otherwise stated under 'Hotel Policies', in the room description under 'conditions' and in your confirmation.

Does the hotel need a deposit or a payment in advance?

We will never charge your credit card. The payment for your stay is processed by the hotel during or after your stay, unless otherwise stated under 'Hotel Policies', in the room description under 'conditions' and in your confirmation.

We have children; can we get extra beds/cots in the room?

Information regarding children and extra beds/cots is located under 'Hotel Policies', please take note of the following:

• Added costs for children, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the comments box provided.
• If you've already booked your room, just click on the link provided in your email confirmation and on My Booking to request an extra bed.

Where can I find the hotel's telephone number and/or email address?

All of the hotel's details, including telephone and email address, are provided in the online booking confirmation, confirmation email and in My Booking.

How can I see how much a hotel room costs?

Once you have entered the dates of your stay, the rates will be clearly displayed alongside the available room types.

Can I make a booking for tonight on your website?

Yes, it is possible. Please take extra care when entering all of your information, especially your credit card number, as we may not have enough time to contact you to amend any errors that could jeopardise your reservation.

How do I find only available hotels for the period I want to stay?

We automatically shows only those hotels that have availability for the dates you enter.

Can I search for hotels by price?

Yes, but only after you have entered a destination and your dates of travel. Once you have done this, you will be shown a list of available hotels. At the top of the page you can see a 'Sort by:' bar, which includes the option of sorting the hotels price. When you click on 'price' you can sort the hotels by price, combined with specific available room types.

Can I limit the search to show hotels in a specific district or nearby a landmark?

Yes, you can refine your search in several ways:

• You can enter the district or landmark directly into the 'Destination' field box. Check the instructions under the 'i' icon if you are unsure what to enter.
• If you have already started a search you can use the filters on the left hand side of the page, including the 'District' filter.
• You can also choose points of interest from the 'In and around' section below the map on the left side of the page.
• You can use the map by clicking 'Show Map', and rolling your curser over, and clicking on the hotels and landmarks tagged.

Where is the location of the hotel?

On the left hand side of the hotel's Booking.com page you can see a map, by clicking on 'Show Map' you can see the hotel's location. The hotel you are looking at will be tagged in orange, nearby hotels are tagged in blue. Your confirmation email will also contain a link that allows you to map your route to the hotel.

How can I search for hotels that have rooms large enough for families?

There are 2 ways you can search for family rooms:

• When entering your destination you can check the 'Travelling in a group/with children' box and enter your details in the prompt box that appears. The hotels shown will be limited to those that can match your specific requirements.
• After you have entered your destination and started your search you will see a list of hotels. On the left of the page is a filter box called 'Refine your search', you can tag 'Family Rooms' under 'Facilities'. This will limit the search results to hotels with family rooms.

How do I search for hotels with specific facilities such as, an indoor swimming pool?

After you select your destination and dates of your stay, a list of available hotels is displayed. Then you will see the option "refine your search" below the "search" button on the left side, you must click on one of the categories. This will allow you to filter hotels which offer specific facilities.

Can I limit my search to hotels with facilities for people with a disability?

Yes, you can. After you have entered your destination and started your search you will see a list of hotels. On the left of the page is a filter box called 'Refine your search', under 'Facilities' you can check the box 'Rooms/Facilities for Disabled Guests'. This will limit your search results to hotels that can meet your needs. We advise guests to contact us to confirm availability prior to booking.

We have children; can we get extra beds/cots in the room?

Information regarding children and extra beds/cots is located under 'Hotel Policies', please take note of the following:

• Added costs for children, if any, are not included in the reservation price
• During the online booking process please place your request for any extra bed/cot in the comments box provided.
• If you've already booked your room, just click on the link provided in your email confirmation and on My Booking to request an extra bed.

What's the difference between a Double room and a Twin room?

A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bedding preference in the 'Special Requests' box during the booking process

What does "Hot Deal", " Non-refundable" "special conditions" etc. mean next to my room type?

It means that the policies for that room type differ from normal hotel policy, usually because a special low rate. When you roll your curser over the text you can see an explanation for the conditions, please read it carefully.

Can I request an extra bed in my room and will there be extra costs?

Information regarding extra beds is located under 'Hotel Policies', please take note of the following:

• Added costs, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the comments box provided.
• If you've already booked your room, just click on the link provided in your email confirmation and on My Booking to request an extra bed.
• We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel's contact information in your confirmation email.

What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your curser over the text in the column called 'Conditions'. This information will also be in your confirmation email and on 'My Booking'.

Are the rates shown per person or per room?

The rate we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

Are taxes included in the room rates?

This depends on the hotel and on the room type selected, but it's easy to see what is included by checking the text under the room name. Tax requirements change from country to country so it is always good to check. You can see more detailed information about what is included in the price by rolling your cursor over the text in the column called 'Conditions'. This information will also be in your confirmation email and on 'My Booking'.

Is breakfast included in the price?

This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. If it is not included you can roll your cursor over the text in the column called 'Conditions', to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email and in My Booking.

Do I pay a reservation fee to this website?

No, we do not charge any fees at all.

What does the crossed out rate mean next to my room type?

This rate is the highest price advertised by that hotel on our website for this room for the following months. These are neither rack rates nor competitors rates.

Does we offer any special consideration discounts, or discounts with airline or hotel loyalty cards?

We provide the best available rates for the dates of your stay. It is not possible to have any further reductions on the price.

Do I pay the full price for my child(ren)?

Information regarding children is located under 'Hotel Policies', please take note of the following:

• Added costs for children, if any, are not included in the reservation price.
• During the online booking process please place your request for any extra bed/cot in the comments box provided.
• If you've already booked your room, just click on the link provided in your email confirmation and on My Booking to request an extra bed.
• We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel's contact information in your confirmation email.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?

You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.

Can I make a reservation without a credit card?

A valid credit card is needed to guarantee the reservation with the hotel. However, you can make a booking using someone else's card provided you have their permission. If this is the case please mention the card holder's name, and that they have given permission for you to use their card, in the 'comments' box when you make your reservation.

The hotel has charged my credit card, what should I do?

Booking.com does not charge your credit card - Please check the payment conditions in your confirmation email to ensure the charge is not just part of the hotel's reservation policy. If you feel you have been charged incorrectly, please contact the hotel directly.

Can I use a debit card to complete my reservation?

Generally hotels cannot accept a debit card to guarantee a booking. However, there are some exceptions. You will be able see if it is possible during the booking process.

What does pre- authorization mean?

Pre-authorisation is a type of credit check. It is used to ensure that the credit card is valid, and that there are sufficient funds to cover all or part of the reservation costs.

Can I make a reservation for myself using someone else's credit card?

Yes you can – only if you have permission from the card holder. Please state this in the 'Special Requests' box when making your reservation. The hotel may require authorisation from the card holder Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.

Why do I need to provide my credit card details?

The hotel requires a valid credit card to guarantee the reservation in the event of a late cancellation or no show. The hotel can decide to pre-authorise your credit card to ensure that the card is valid and has sufficient funds.

Which credit cards can I use to complete my booking?

To make a reservation via Booking.com all hotels accept:

• MasterCard
• Visa
• American Express

Some hotels also accept other credit cards for reservation purposes. In the book process you can see which.

Is it safe to fill in my credit card number? How secure is the your website?

We use a secure connection for your booking:

• Your personal data and credit card details are encrypted.
• Our secure server uses 'Secure Socket Layer' (SSL) technology, the online industry's standard.
• Our SSL certificate has been issued by Thawte.

The credit card that I used to make a booking is no longer valid. What should I do?

Please contact the hotel directly. You can find their contact information, in your confirmation email or online via My Booking. For security reasons, never provide your credit card details by email.

I am entering my credit card details, when will I pay?

We will never charge your credit card. The payment for your stay is processed by the hotel during or after your stay, unless otherwise stated under 'Hotel Policies', in the room description under 'conditions' and in your confirmation.

Does the hotel need a deposit or a payment in advance?

Most hotels do not require an advance payment or deposit. If they do you will find the details under 'Hotel Policies' on the hotel's Booking.com page and in your confirmation email.

Can I pay for my stay in advance?

It depends on the hotel. Please contact the hotel after your booking to be sure, and to make the necessary arrangements. You can find the hotel's contact information in your confirmation email or online at My Booking.

Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?

In most cases the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.

How can I make a special request? (ex: a sea view, twin beds)

During the booking process you can enter any special requests into the 'Special Requests' box on the 'Contact Info' page. Once you have received your booking confirmation you can follow-up with the hotel directly to confirm that your request can be met.

Can I book a hotel for day use?

No, bookings are for one night minimum stays only. Booking.com can only reserve hotel rooms, not meeting rooms or conference facilities.

How do I find out how many bedrooms are in an apartment/suite?

The number of bedrooms should be clearly stated in the room description. If the information is not there, or is unclear, you can always contact us. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email and on My Booking.

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

Usually this is not a problem, you can arrange for an after-hours check-in with most hotels. However, you should always confirm with the hotel. You can use the 'Special Requests' box in the booking process to inform them of your estimated arrival time in writing. Once you've received your confirmation you can follow-up with the hotel directly using the contact information provided.

What are the check-in and check-out times of a hotel?

Check-in and check-out times differ for each hotel. You will find them on the "Hotel Policies" section at the bottom of the hotel page as well as in your confirmation email.

How do I get more information about the room or hotel facilities?

Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under 'Hotel Facilities'.

I want to check out after the stated check out time. What should I do?

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival.

I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?

If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.

How do I find out if a hotel allows pets?

Pet policies are always displayed on the hotel's page under "Hotel Policies".

How do I know my reservation is confirmed?

As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number and your pin code, so you can access your confirmation online at 'My Booking'. We also send you a confirmation email with all your booking information.

What is my PIN code and what do I need it for?

Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows you to login to 'My Booking'. On 'My Booking' you can view, change or cancel your booking. Please keep your pin code confidential.

Your PIN code is the 4-digit number on your booking confirmation, which in combination with your booking number, allows you to login to 'My Booking'. On 'My Booking' you can view, change or cancel your booking. Please keep your pin code confidential.

My Booking is a self-service tool, which you can use to view, cancel or change your reservation online. You can access My Booking directly from:

• Booking.com, the link is on the top right hand side of the screen.
• With the link provided in your confirmation email.
• To login to My Booking just enter the PIN code and booking number you received on confirmation of your booking.

Are the facilities in the room that I have booked guaranteed?

Yes, the room facilities listed under each room type are guaranteed by the hotel.

Can I cancel or change my reservation through our site?

Yes, it's easy. You can cancel or change your booking via our self-service tool 'My Booking'. Please, remember to check the hotel's cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the 'Conditions' column.

If I need to cancel my booking will I pay a cancellation fee?

Cancellation policy varies from room to room. Usually you can cancel or change your booking right up to 24 hours prior to arrival time. You can check what any hotel's policy is, and whether they will charge a cancellation fee, under 'Hotel Policies'. This information is also included in your confirmation email. Please note that non-refundable and other 'special deal' rooms can have a different policy. You can see specific room policies under the 'Conditions' column beside 'Room Type'.

Where can I find the cancellation policy of the hotel?

Room specific cancellation information is included beside the room type under the 'Conditions' column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so it's wise to check both. The specific information, relevant to your booking, will also be included in your confirmation and on My Booking.

Can I cancel or change a Hot Deal or Non Refundable booking?

It is not possible to change the dates of stay for 'Hot Deals' and 'Non-Refundable' bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the hotel's policy.

How do I know if the hotel has parking facilities and how can I reserve it?

Under 'Hotel Facilities' you can see whether or not the hotel has parking, and if any restrictions apply. If the hotel requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

How can I find out that the hotel offers a shuttle service and how can I book it?

If the hotel offers a shuttle service it will be listed under 'Hotel Facilities', by 'Services'. Once you have made your reservation you can arrange the airport transfer directly with the hotel. The hotel's contact information is listed in your booking confirmation. Please remember to have your flight details ready.

Can the hotel store my luggage before check in or after check out?

If the hotel has a luggage storage it will be displayed on the hotel's page under "Hotel Facilities". For more information regarding the hotel's facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking

How do I find out if a hotel has a certain facility, e.g. a lift?

Under 'Hotel Facilities' you can see a list of all the hotel's facilities, activities and services.

Where can I find the address of the hotel?

You can see the hotel's address at the top of the hotel's page on Booking.com. It is also included in your booking confirmation email.

Where can I find directions to the hotel?

You can find directions to the hotel in several ways:

• In your confirmation email you are provided with a link to a route planner, with the hotel's details already entered - just choose your starting point.
• You can also add the directions straight on to your TomTom from your confirmation page.
• Or access the GPS coordinates anytime, along with online driving directions, on My Booking.

Where can I find the address of the hotel?

You can see the hotel's address at the top of the hotel's page on Booking.com. It is also included in your booking confirmation email.

Where can I find directions to the hotel?

You can find directions to the hotel in several ways:

• In your confirmation email you are provided with a link to a route planner, with the hotel's details already entered - just choose your starting point.
• You can also add the directions straight on to your TomTom from your confirmation page.
• Or access the GPS coordinates anytime, along with online driving directions, on My Booking.

Why should I book through JetUpFront.com?

JetUpFront.com typically offers much cheaper rates than you can acquire from car rental companies directly on your own. We are a 1 stop shop, there is no need to go to each individual site to get a quote. We consolidate all that for you. We also encourage you to compare us with the major online travel sites that offer car rentals.

Can I change an existing reservation?

Yes, as long as your type of vehicle is available for your new dates and times. Your daily rate could also change. You are welcome to email us at [email protected] for help

What is the cancellation policy?

Most vendors do not have a fee for cancellations.

What is required to rent a car?

The car rental company will require a valid driver's license and a major credit card in your own name with enough available funds to cover at least the cost of the rental. Some vendors may require an additional deposit depending on the location and vendor. A debit card may be acceptable at some locations. However, we greatly recommend using a credit card instead of a debit card whenever renting any kind of vehicle. Using a debit card could tie up a lot of your daily limited credit thereby leaving you with little or no extra money on which to charge other items on your debit card.

When will I be charged?

Payment is due directly with the car rental company when you pick up or return the vehicle. If you choose to purchase insurance through us we will charge your card for the insurance when you complete your online reservation and will ask for a valid form of payment at that time from you

Do you accept debit cards?

Every car vendor we service accepts credit cards as a payment. What about debit cards (cards that debit from your checking account) Debit card acceptance depends on the car vendor, exact location, your age and whether you have proof of a round trip ticket. If you do not already have a reservation, you must provide us with all the details (car vendor, car type, pick up location, if over 25 years old, and whether you are a local renter or not) and we can help. After you make a reservation, you will be given the toll-free number for the vendor and if you prefer, you can contact the car rental company directly. We will accept your debit card for payment of Collision Damage Waiver Insurance.

Does the price shown include all taxes and fees?

JetUpFront.com always shows you the total rate which includes the total of all known rates, taxes, fees, surcharges and applicable drop off charges that you must pay either by law or by local policy for the length of a particular vehicle rental. However, this price does not include optional services such as insurance waivers, underage fees, special equipment, mileage charges, or gasoline, etc. It also does not include extra day or hourly charges that can result from a late return of the rental car. This price is provided so you can better estimate the total price you may pay to the rental car company for your car. Nevertheless is not a guarantee of your total charges.

Are there additional taxes for car rental outside of the U.S?

Yes, some countries may have taxes which apply to your rental. Please consult the rental company when picking up your car.

Can I request special equipment?

Yes, you can request child seats, GPS, ski racks, CD players, etc. by emailing us or calling the vendor directly. Not all vendors or locations will have the requested items so please check before you arrive at the counter. We will eventually add a feature so that these special amenities can be requested directly on our site.

Will I receive the make/model of car I reserved?

The make/model of the car you will be given depends upon availability at the time of your arrival to pick up the vehicle. The vendor cannot guarantee the make or model you will receive.

Does my car rental come with unlimited mileage/kilometrage?

Most of our rates do come with unlimited mileage/kilometrage. Please check under the "mileage/kilometrage" column to determine if you car comes with unlimited mileage. If you live locally, there may be exceptions.

How old do I have to be to rent a car?

The rates given are for 25 years and older. However, most vendors will allow you to rent if you are between the ages of 21-24 for a surcharge. There are a few locations which will allow you to rent if you are at least 18 years old.

May I make a reservation if I am not a US citizen?

Of course! You can make a reservation in most any city in anywhere in the world, providing of course you have a valid driver's license that is internationally accepted and meet all the local requirements of rental car company and government.

May I make a reservation the same day?

Yes, you need at least 1 hour's notice.

May I make a reservation for someone else?

Yes, as long as that person has a valid driver's license and meets all the requirements needed to rent a car.

If I am renting in the US, may I drive into Canada or Mexico?

Many companies do NOT allow their vehicles driven into Mexico. However, a few do allow it and there could be additional charges. The best way to know for sure is to either call the vendor or check with them upon picking up your rental. As for Canada, many companies do allow their vehicles into Canada. Again, to be sure contact the vendor or check upon picking up your vehicle.

May I add a driver to my rental reservation?

Normally, yes but it needs to be done at the moment of picking up your vehicle. There may be additional fees which will be disclosed to you at the counter. We regrettably cannot do this for you ahead of time.

Can I book a vehicle and drop it off somewhere else?

Yes, absolutely. However, please be aware that car rental companies sometimes will have a "drop-off" charge for returning the car at a different airport than where you picked it up. This fee can range anywhere from $50-$500 or more, depending on the distance between the 2 airports. This charge is in addition to the rental charge.

How do I book trip insurance?

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What are the benefits of having trip insurance?

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What does this insurance cover? Not cover?

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Can I add trip insurance to my reservation after I have purchased my tickets?

(coming Soon)

How can I cancel my existing trip insurance?

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If I cancel my airline reservation is the trip insurance automatically cancelled?

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What are the cancellation costs?

(coming Soon)

What types of problems does trip insurance cover?

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When is the policy in effect?

(coming Soon)

If I experience a covered claim how do I submit the claim for reimbursement?

(coming Soon)

How can I obtain a copy of the policy?

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What is the on-line booking process? How does it work?

(coming Soon)

How do I know the data and information I provide is secure?

(coming Soon)

How do I know I'm getting the best deal?

(coming Soon)

What tips and suggestions would a professional trip advisor give me for searching and purchasing travel products on the internet?

(coming Soon)

What type of errors might I encounter during the booking process?

(coming Soon)

How do I correct these errors?

(coming Soon)

How can I find more information regarding current delays at airports?

How can I find more information regarding planning and preparing for an international trip? See the US State Department website for travel recommendations and country warnings. For pre-trip vaccinations, travel health warnings, and tips for traveling healthy check the Centers for Disease Control and Prevention's international traveler's hotline at 1-877-FYI-TRIP (1-877-394-8747); fax 1-888-CDC-FAXX (1-888-232-3299), or visit the CDC Traveler’s Health webpage.

How can I find more information regarding planning and preparing for an international trip?

How can I find more information regarding how to obtain assistance from a US embassy or consulate when traveling abroad? There are U.S. embassies in more than 160 capital cities of the world. Each embassy has a consular section. Consular officers in consular sections of embassies do two things:

• They issue visas to foreigners
• They help U.S. citizens abroad with replacing a passport, medical emergency, access to temporary funds, assistance if you are arrested, and evacuations.

For more specific country information go to US Emergency Help in a foreign country. Replace a Passport - If you lose your passport, a consul can issue you a replacement, often within 24 hours. If you believe your passport has been stolen, first report the theft to the local police and get a police declaration.

Find Medical Assistance - If you get sick, you can contact a consular officer for a list of local doctors, dentists, and medical specialists, along with other medical information. If you are injured or become seriously ill, a consul will help you find medical assistance and, at your request, inform your family or friends. (Consider getting private medical insurance before you travel, to cover the high cost of getting you back to the U.S. for hospital care in the event of a medical emergency.)

Help Get Funds - Should you lose all your money and other financial resources, consular officers can help you contact your family, bank, or employer to arrange for them to send you funds. In some cases, these funds can be wired to you through the Department of State.

Help In An Emergency - Your family may need to reach you because of an emergency at home or because they are worried about your welfare. They should call the State Department’s Overseas Citizens Services at 1-888-407-4747. The State Department will relay the message to the consular officers in the country in which you are traveling. Consular officers will attempt to locate you, pass on urgent messages, and, consistent with the Privacy Act, report back to your family. This will be facilitated if you have registered your trip with the US State Department at Trip Registration.

Visit In Jail - If you are arrested, you should ask the authorities to notify a U.S. consul. Consuls cannot get you out of jail (when you are in a foreign country you are subject to its laws). However, they can work to protect your legitimate interests and ensure you are not discriminated against. They can provide a list of local attorneys, visit you, inform you generally about local laws, and contact your family and friends. Consular officers can transfer money, food, and clothing to the prison authorities from your family or friends. They can try to get relief if you are held under inhumane or unhealthful conditions.

Make Arrangements After The Death Of An American - When an American dies abroad, a consular officer notifies the Americans family and informs them about options and costs for disposition of remains. Costs for preparing and returning a body to the U.S. may be high and must be paid by the family. Often, local laws and procedures make returning a body to the U.S. for burial a lengthy process. A consul prepares a Report of Death based on the local death certificate; this is forwarded to the next of kin for use in estate and insurance matters.

Help In A Disaster/Evacuation - If you are caught up in a natural disaster or civil disturbance, you should let your relatives know as soon as possible that you are safe, or contact a U.S. consul who will pass that message to your family through the State Department. Be resourceful. U.S. officials will do everything they can to contact you and advise you. However, they must give priority to helping Americans who have been hurt or are in immediate danger. In a disaster, consuls face the same constraints you do - lack of electricity or fuel, interrupted phone lines, closed airports.

How can I find more information regarding how to obtain assistance from a US embassy or consulate when traveling abroad?

Should I register my trip with the US State Department? Yes! When an emergency happens, or if natural disaster, terrorism, or civil unrest strikes during your foreign travel, the nearest U.S. embassy or consulate can be your source of assistance and information. By registering your trip, you help the embassy or consulate locate you when you might need them the most. Registration is voluntary and costs nothing, but it should be a big part of your travel planning and security. To register your trip go to Travel Registration at the US State Department.

How can I find more information regarding emergency services and telephone numbers when traveling abroad?

How can I find more information regarding emergency services and telephone numbers when traveling abroad? When traveling abroad it is important to know how to contact emergency services in the country you are located. Below is a partial list of selected emergency numbers. For a more complete list of number go to World Guide.

How can I find more information regarding replacing stolen credit cards, ID, or passports when traveling?

How can I find more information regarding replacing stolen credit cards, ID, or passports when traveling? For lost or stolen passports, contact the US Department of State by clicking on the following link: http://travel.state.gov/passport/lost/lost_849.html. In addition, you can contact the State Department at the following telephone number, toll free at: 1-877-487-2778 (TTY 1-888-874-7793). Operators are available 7 a.m. to midnight, ET, Monday-Friday, excluding Federal holidays.

For lost or stolen credit cards. report the loss or theft of your credit cards and your ATM or debit cards to the individual card issuers as quickly as possible. Many companies have toll-free numbers and 24-hour service to deal with such emergencies. It's a good idea to follow up your phone calls with a letter. Include your account number, when you noticed your card was missing, and the date you first reported the loss. Here are some telephone numbers:

Visa Global Customer Assistance Center toll-free (800) 847-2911. For international numbers go to Visa Global Assistance.

MasterCard Global Service - For an emergency within the United States call 1-800-MasterCard (1-800-627-8372). Outside the United States call the following telephone number collect to the United States in the event of an emergency 1-636-722-7111. For additional international locations go to Master Card Global.

Discover Card 1-800-DISCOVER (1-800-347-2683)

American Express Card - call American Express Customer Service at 1-800-268-9824. In the U.S. call 1-800-528-4800. For Travelers Cheques call Customer Service at 1-888-412-6945. If you are traveling outside of the United States, please call Customer Service collect at 1-801-945-9450.

Diners Club Customer Service at 1 800 2 DINERS (1 800 234.6377) in the U.S. or call collect: 702 797.5532 from outside the United States.

What are the current security regulations for carry-on of liquids, gels, and aerosols?

For the current security regulations regarding liquids, gels and aerosols in carry-on bags, please go to the Transportation Security Administration’s website at TSA: Carry on Regulations.

What are the current security regulations for traveling with an infant?

For the current security regulations regarding traveling with infants and carry-on of milk, formula, or juice, please go to the Transportation Security Administration’s website at TSA: Traveling with Children.

What are the current security regulations for travelers with disabilities?

For the current security regulations regarding traveling with disabilities and medical conditions, please go to the Transportation Security Administration’s website at TSA: Travelers with Special Needs.

What items are prohibited from being carried on an airplane and what happens if a prohibited item is found?

For the current security regulations regarding which items are prohibited from being transported on an airplane, please go to the Transportation Security Administration’s website at TSA: Prohibited Items.

What is the online booking process and how does it work?

Complete the online booking form to begin the process. Simply follow the online form directions. Upon successful completion of the online form,you will quickly receive a booking reference code. An email will follow that confirms your reservation request is in process, and instructions to watch for your ticketing confirmation email. When you receive your ticketing confirmation email your transaction completed. To review/confirm your reservation, please visit either of the following websites:

Using your reference code, which is a 6 character code that will either be made up of both letters & numbers or just letters only. If your code has only letters please visit http://www.virtuallythere.com/ and if your code has both letters and numbers please visit http://www.checkmytrip.com/. You can print out the confirmation from there.

How do I know data is secure?

Our website guards your privacy and security. We’re certified by Geo Trust.

How do I know I'm getting the best deal?

We are pleased to offer a price match guarantee! If you find a lower rate within 24 hours, we’ll match it or refund the difference. Restrictions apply.

What tips would a professional trip advisor give me for buying on the internet?

Before purchase be sure to take advantage of the easy search system to shop a variety of dates or travel times, you may greatly improve your fare with a minimum of flexibility. A greater advance purchase will likely improve your fare. Make sure you read your total costs including all taxes and fees. Double check all information on your booking form before submitting for purchase. If you notice an error contact customer service immediately.

Make sure you receive an email with the electronic, or paper ticket number/s well as a confirmation code with each airline in your itinerary. If your itinerary requires paper tickets make sure you receive them, without them you cannot travel. Understand the vast majority of airline tickets are non refundable once purchased.

What type of errors might I encounter and how to fix them

Common errors include invalid credit card numbers, incorrect billing address, incomplete email addresses, etc. For some errors, you may see an alert in red directing you to the specific problem. Please make sure all of your information has been corrected and try to submit the form again. If you continue to receive an error message the problem may be on the airlines side and you will need to contact our Help Desk for further assistance.