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Customer Support

Customer Support

Travel Contract
Do you provide Travel Contract?
Please click here to download a Travel Contract.
Downloading:
Can I sign a Travel Contract by fax?
Yes, you may email the Travel Contract to us after signing it, please contact us for details.
Do I have to sign a Travel Contract?
To protect your own rights, we strongly suggest you sign a formal Travel Contract.
Can I sign a Travel Contract in your office?
After you have successfully reserved a tour products, either by phone or through online booking, we will check with you about departure date, guest details, travel contract, and payment etc.
Should you wish to sign the contract in our office, please make an appointment in advance so that we can prepare all the related materials and documents for you.
After you arrive at our office, please provide your order number or cell phone number for verification.
We will process your order according to procedure; please feel free to consult with us about any modifications.
Once the contract is signed and confirmed, we will arrange the next steps for you.
Notes & Remarks: Top
To save time, please confirm all order information with us before coming to our office.
Office Hours: Monday–Sunday, 10:00AM-6:00PM (except holidays).
Payment & Invoice
Payment Services: Top
Cash, Check, Remittance, online transfer
Do you provide invoices?
Absolutely. We will issue formal travel invoices in accordance with tax requirements.
Rules for modifying or cancelling the itinerary
Once you receive the travel confirmation form, it means that your order has been confirmed. At this time, there will be a corresponding fee if you need to change or cancel the order. The policies are as follows:
Order cancellationTop
Unless otherwise specified in the tour package, the following actions will incur a cancellation fee:
1) reducing the number of guests on the tour
2) reducing the number of rooms
3) canceling the entire order
4) changing the itinerary
5) changing the activities within an itinerary date.
Refund policy for cancelled ordersTop
US East and West Coast group tour products
1) For all itineraries involving air tickets, once the ticket is successfully issued, no cancellation or modification will be accepted
2) All one-day tours will not refund the tour fee when cancelled
3) If the itinerary is cancelled more than 30 business days before the departure date, 90% of the total tour fee will be refunded
4) For guests staying at a Yellowstone cabin, changes in the name of guests or the number of rooms within 30 days before departure will result in a 35% penalty
5) For cancellations made 15 to 30 business days before departure (inclusive), 75% of the total tour fee will be refunded
6) For cancellations made 8 to 14 business days before departure (inclusive), 50% of the total tour fee will be refunded
7) For cancellations made within 7 days before departure or after joining the tour, no portion of the fee will be refunded.
8) Those who do not show up on the day of departure will not be refunded any fee.
9) If a hotel upgrade selected by the guest is confirmed and then changed or cancelled, the hotel upgrade fee will not be refunded.
Hawaii & Canada group Tour Products
1) Plane tickets are included in the itinerary. Once the ticket is booked, cancellations and changes will not be accepted
2) If the itinerary is cancelled more than 30 business days before the departure date, 90% of the total tour fee will be refunded
3) For cancellations made 15 to 30 business days before departure (inclusive), 75% of the total tour fee will be refunded
4 For cancellations made 8 to 14 business days before departure (inclusive), 50% of the total tour fee will be refunded
5 ) ) For cancellations made within 7 days before departure or after joining the tour, no portion of the fee will be refunded.
6) Those who do not show up on the day of departure will not be refunded any fee.
7) If the Itinerary Confirmation Form states "once confirmed, no refund, no change", no fee will be refunded.
Changing an OrderTop
Unless otherwise specified in the product, the following actions will result in an order modification fee:
1) increasing the number of participants on the trip
2) modifying the name of the person participating in the trip
3) swapping for an equivalent hotel or changing the itinerary, prior to confirmation
American Group Tour Products
1) If made within 7 days before departure (excluding the 7th day), any of the above changes (including additional hotel bookings, additional pick-up and drop-off service, increase in the number of participants and names of passengers, location of pick-up and drop-off, etc.) will incur a change fee of $50 per order. Additionally, we will charge or refund the price difference, according to the prices that day.
2) No changes are allowed within 7 days before departure or after joining the group (including room type, travel items, etc.)
3) If you have already sent the Travel Confirmation Form, you can enter your flight information free of charge 7 days or more before flight departure. If you wish to enter to change your flight information 1-6 days before departure, we will charge a $50 fee for each adjustment.
Refund will be credited to the original payment method in 7 business days.Top
Full refund applies under the following conditions:
The tour is cancelled by the travel agency.
No refund will apply under the following conditions:
After a deposit is paid, no portion of the deposit will be refunded if cancellations are made due to the tourist’s own reason, including but not limited to: invalid travel documents, improper visa documents, or failure to pay tour fare or related expenses. The tourist shall be held responsible for related costs.
If additional free items cannot be completed due to bad weather, unavailable flight timetable or other uncontrollable circumstances, no refund will apply for those items.
No refund shall be given for tourists who do not abide by contract regulations or fail to use appropriate means of transportation.
Travel Insurance
Aotrip.com strongly recommends that you purchase insurance that covers medical care, trip cancellation, and luggage items. And due to everyone’s own condition, we may not provide the right travel insurance, strongly recommend self-purchase (in a subtle way for sure. The fact is we don’t have travel insurance products.).
Before A Tour
【Anything about tour reservation】Top
What if I want to book a tour?
Please call us at 1-800-508-6936 or make a reservation online.
How do I pay and sign a contract if I have successfully booked tours by phone call?
We accept payments made through cash, check, remittance, or online transfer.
You can send a signed contract by email or fax, or you can schedule an appointment with our designated offices to sign in person.
What should I do after paying for my order?
After you submit your booking, you will immediately receive a booking receipt via email. You will receive a confirmation email from us within one or two working days after you submit your reservation. Please check your email for any updates regarding your tour.
【Questions about the tour】Top
When and where will I be picked up?
The boarding time and location are usually specified in the Tour Notice. You may also contact us for details if you have any questions. The tour guide information may be available after 4pm tour’s local time 1 day prior to departure.
Do you provide transfer services for children or the elderly?
Generally, tour packages do not provide transfer services. All guests shall be at their pick-up location at the designated time. However, we can also make additional arrangements.
【Questions about price and discounts】Top
Can I get more discounts?
All of the tour prices specified on our website are the best deals on the market. For further discounts, you may use to Rewards Points.
Can I get discounted admission fees with a tour guide certificate?
Not necessarily. Some tour attractions provide free entry to certified tour guides, but you should check the tour documents listed in your tour itinerary.
Is it necessary to participate in the optional itinerary items?
Optional items are not compulsory, so you may decide whether or not to join.
【Anything about accommodation】Top
Can I choose my own hotels for my tour packages?
Tour packages involve many factors including price, tour arrangement, and transfers which may affect total prices.
Therefore, it is not a simple task to choose a hotel on your own. However, we may be able to adapt to your preferences on private or semi-private tours.
How will you arrange rooms for tourists in a group?
For package tours, twin or double rooms are generally arranged for tourists. We will try our best to arrange the same room for you and your companions. Otherwise, you may have to share a room with another guest of the same gender. Should you want a single room, or there is insufficient room for you to share, you will have to pay for the related costs.
【Questions about air tickets or flights】Top
Should I arrive at airport by myself? Will you mail the air ticket to me?
Yes. Since we do not offer transfer services, you have to arrive at airport by yourself. Currently we do not issue paper tickets, but we will email the e-ticket number to you. You can check-in with your ID card at the airport.
Can I return to a third city other than the departure city after the tour ends?
Yes, but we advise against such changes. Our group tickets are roundtrip, but if you change the returning city you will not get any refund for the return trip, and you may have to pay a fee for the change as well.
Is flight schedule fixed or not?
Package tours do not have fixed flights. A schedule will be specified on the Tour Notice sent prior to departure. If you go on a self-service trip, you may choose whatever flight is available to you.
【Anything about self-service travel】Top
What is self-service travel? Does it include tour guide services?
Self-service travel means that you can plan your trip simply by booking a hotel or plane ticket + hotel. Upon arrival at your destination, you can make your own arrangements. Self-service travel does not include tour guide services.
What are the differences between a package tour and a self-service tour?
A package tour includes admissions, meals, hotel accommodations, and tour guide services.
A self-service tour is open-ended and can be customized to your demands. Currently, we do not arrange pick-up services in your destination city for a self-service tour, but we will assist you in making any arrangements regarding your tour.
During A Tour
Can I leave a package tour in the middle of a trip?Top
We do not suggest doing so. Most group tours do not allow for leaving, or charge a penalty for it.
What should I do if I have an emergency?Top
If an emergency should happen during a trip, please contact the tour guide immediately.
What should I do if I get sick?Top
We suggest you pack medicine for your trip. If you get sick, you should call the appropriate emergency centers. If you need emergency treatment while abroad, please ask the tour leader or the tour guide for their assistance. You may also call a local medical center or a consulate if you are traveling abroad.
For elderly tourists, we suggest that you prepare your regular medicine and emergency medicine, as well as take a physical examination before going on a trip.
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OTT Travel is a famous Chinese travel agency in U.S.www.aotrip.com