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# How can we help?

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#

## What is included in the tour package?

- Land & Air Packages
  - International airfare from the departure gateway city selected.
  - Overseas internal flights as applicable; as listed in tour inclusions.
  - Airport transfers (airport transfer out is not included when you have early departure or extend your stay).
  - Daily breakfasts in the hotel, lunch and dinner as indicated in the tour itinerary.
  - Hotel accommodations
  - Sightseeing with an English speaking tour guide, entrance fees to attractions, transportation from city to city as indicated in the itinerary.

- Land Only Packages
  - Includes the same features as our land & air package except for international airfare and airport transfers.
  - Airport transfers may be available for purchase for most of our destinations.

## How do I make a reservation ?

You may call our sales offices 1-888-345-7489 and one of our customer service specialists will be delighted to assist you in making a reservation. If you would prefer to book online please visit our website at ritztours.com. If you have a preferred travel agent please ask them to contact us on your behalf.

## How early should I make a booking?

Please check your selected departure date’s availability on the tour detail page or call our office for more information and tour availability.

## Can I make a reservation if I do not have my passport with me?

You can make a reservation without your passport information (passport number and/or expiry date) to hand. To create an online booking without your passport information, please enter nine 0's as your passport number and 01/01/2035 as the passport expiry date and continue with the booking process. When you have completed your booking with us and have your passport information, please login to your account online and update your passport information. Alternatively you can send us an email using the contact us form with your passport number and expiration date and we will update your reservation accordingly. You may also call during business hours to provide your passport details. Please note your passport must be valid for a minimum of 6 months after your scheduled return date to the U.S.

## Can I make a reservation if I don’t have all travelers' names?

You must have all passenger names in order to create a booking. All traveler names input during the booking process will be used to make airline reservations, it is extremely important that each traveler's name exactly matches the name as shown in their passports. Please note, any passenger name change made to a reservation after it has been booked will result in a $100 per person name change fee and will be subject to additional airline surcharges. If airline tickets have been issued, you will be required to pay a penalty and any additional fare difference should we need to reissue tickets.

## Can I request a specific tour leader?

You are welcome to email us or advise our sales team of your preferred tour leader at the time of booking and we will do our best to accommodate your request, however we can not guarantee it.

## What is the best season to travel?

Weather varies from one destination to another. Please visit our Before You Travel section to view each destination’s Things to Know guides for more information.

## I have friends/relatives living outside of the US who would like to join my tour; is this possible and how can they make a booking?

Your overseas relatives and friends are more than welcome to join your tour. Please ask them to make their own booking online; you can also make a reservation for them by contacting our sales offices. They will need to purchase the tour as a “land only” tour package; which means they will be responsible for arranging and purchasing their own international airfare.
Please be advised airport transfers are not included in “land only” tour packages and they will be responsible for arranging this and securing any visas necessary for travel prior to departure; our customer service team will be happy to assist with this by providing any supporting documentation they may need. Please note we do not ship travel documents outside of the US but we can send all the necessary travel documents via email instead.

## Can I add additional nights to the beginning or end of my tour?

Yes, it is possible to add additional nights before or after your tour. Please note a $100 per person deviation fee plus any additional airline surcharges may apply. Hotel accommodations and airport transfers are not included when you add additional nights to your tour.

## Can I extend my stay in a different city other than the one offered for the tour package?

Yes, it is possible. Please contact us for a price quote and more information.

## Can I opt out of certain activities while on tour?

Yes, you can opt out of any activities during the tour as long as you notify the tour leader/escort. However, all unused portions of the tour are non-refundable.

## What is a single supplement fee?

Prices listed are per person based on double occupancy (two people sharing a room). A single supplement fee will be applied to solo travelers requiring a single room throughout the tour.

## My friend and I would like to share a room, but we want to pay separately and will be departing from different gateways. How can we book our reservation together online to ensure we are in the same tour group?

If you are departing from different gateways or wish to pay separately, you will need to make individual reservations. After the first traveler has created a reservation the second traveler can create a reservation and select the option ‘share room’ to input the first passenger’s confirmation number; this will remove the single supplement for the second traveler. When both bookings are complete please send us an email using the contact form providing both travelers’ confirmation numbers and your room share request and we will update the reservations accordingly. Please note that room share requests must be received 60 days prior to the trip departure date.

## It is possible to book a triple room?

Triple rooms are available upon request for select tours. Please note a triple room surcharge may apply as the room category is likely to be more expensive than a standard room.

## I see on the daily itinerary the hotels say “or similar” – what does this mean?

You can find the hotels we generally use for each tour on the “featured hotels” tab of the selected tour package. In the event that we have to change hotels, it will be of a similar category. The hotel list included in your document package will be the finalized version.

## Can I add passengers to an existing online reservation?

You are unable to add more people into your existing online reservation. You must make a new reservation for the additional passengers or call us for assistance.

## Do you offer a payment plan?

A deposit of $300 per person is due at the time of booking. Your final balance is due 60 days prior to the trip departure date.

## Can I pay using more than one card?

Yes we allow payment with more than one credit card; you may pay using a third party credit card but will need to accept our terms and conditions for the payment.

## What forms of payment are accepted?

We accept Mastercard and Visa for online bookings. If you wish to pay by check please contact our sales offices to make your reservation.
Please make the check payable to: Ritz Tours and mail it to our office:
208 S, First Street, Alhambra, CA 91801

## How do I make a payment on my reservation online?

Please log in to your My Account, locate your upcoming trip under the “My Trips” tab, click on the “Pay” icon and follow the instructions to pay your account balance.

## How secure is my credit card information?

Ritz Tours maintains the highest standard of Internet data security. Our website is SSL (Secure Sockets Layer) certified and compliant with PCI DSS (Payment Card Industry Data Security Standard). SSL encodes your personal information (such as your password, address and phone number, or your credit card number) so that it is available only to you and Ritz Tours. You can verify that your transaction is encrypted and secure when the URL starts with https://, and a "lock" symbol appears in your browser’s address bar or in the browser frame

## How long will it take for a refund credit to show up on my credit card account?

The refund process typically takes 7-14 days depending on your bank.

## When will I know if my group is guaranteed to operate or not? If it isn’t guaranteed can I get my deposit back ?

For most of our tours a minimum number of passengers is required to guarantee the departure. Ritz Tours will notify each passenger 60 days prior to departure if the group is guaranteed or not. If it is not materialized you will receive a full refund of your deposit paid.

## Cancellations/Departure Date Change

To cancel your trip please email to Ritz Tours sales offices or use our contact us form to inform us that you wish to cancel your booking. Please note all written cancellations or departure date change requests must be received in writing. Cancellation and departure date change fees will be based on the date we receive your request in writing. Travel insurance is non-refundable after a reservation has been paid in full. Please click here for more details regarding our cancellation and departure date change policy and fees.

## One of the traveler names is incorrect; what should I do?

Please note: any passenger name change made to a reservation after it has been booked will result in a fee subject to additional airline surcharges. If airline tickets have been issued, you will be required to pay a refund penalty and book a new reservation might have additional airline surcharges based on availabilityIf airline tickets have been issued, you will be required to pay a penalty and fare difference if tickets need to be reissued.

## I want to know what flight I will be on before I book - can you please tell me the flight times?

Flight times and schedules will vary based on your departure date, airline, and departure gateway. Flights will either be displayed at the time of booking if booking online for select China tours only. If flight information is not displayed at the time of booking, it will be emailed to you by our customer service team 30 to 50 days prior to departure.

## How can I select my seats on the flight? Is there a fee ?

You can either select your seats from the airline’s official website after we have issued your tickets or at the airline check-in counter on the day of your flight; or you may call the airline directly and pay them to pre-assign your seats. Most airlines will charge a fee for preferred seating and the amount will be shown when you check the airline’s website.

## I am booking my trip online but I see there is an airline surcharge fee – what is this?

One or more flights are not available at our special group rate. You may either pay the airline surcharge as shown or try a different departure date.

## Can you accommodate special dietary requirements?

Meals provided during your tour will feature local cuisine. Our customer service specialists will assist guests in communicating their special meal requests to airlines, hotels and restaurants but please be aware that we cannot guarantee your requests will be accommodated. Please provide your requests at least 30 days prior to your trip departure; we will notify our tour guides of any food allergies. Please note all requested meal substitutions are subject to confirmation and are based on the availability of the providing restaurant. For those with strict dietary needs, we recommend bringing pre-packaged food alternatives for your trip.

## How do I add travel insurance?

You may add travel insurance to a reservation during the booking process. The Post Departure Travel Insurance may also be added to an existing reservation up to 14 days prior to departure and must be paid when making your final payment. The Trip cancellation insurance can be added to your reservation 14 days prior to departure and requires payment when you add it to your booking.

## How much is travel insurance?

The Post Departure Travel Protection Plan costs starting from $27 per person, depending on traveler's age. The price of the Trip Cancellation Protection Plan and the Cancel for Any Reason Upgrade is based on the traveler's age and tour fare at the time of final payment.

## What does travel insurance include, can you provide more details regarding plan coverage?

Please click here to learn more about our travel protection plans.

## Can I cancel my insurance?

Once your reservation has been paid in full Travel insurance is non-refundable. If you have purchased the Trip Cancellation Protection Plan or Cancel For Any Reason Upgrade, your insurance premium is non-refundable.

## Do you offer Cancel For Any Reason coverage?

In addition to the benefits offered in the comprehensive Trip Cancellation Protection Plan we also offer the option to upgrade to Cancel For Any Reason (CFAR) coverage, which offers increased protection and flexibility with your travel plans. To be eligible for the CFAR upgrade you must enroll in this plan within 14 days of your initial trip deposit/payment. This upgrade can only be purchased in addition to the Trip Cancellation Protection Plan. Please note this upgrade is not available for NY residents.

## Do you offer a child fare discount?

Children must be 11 years old and under at the time of travel to qualify for child fares. Children 12 years old and older at the time of travel will be charged the regular adult price. For details of child fare, please refer to our “Charge for Children” in Terms & Conditions.

## What are the physical requirements of your tours?

Our itineraries offer travelers the comfort of included city tours and free time to explore the area or join our optional tours. Many of our tours include a fair amount of walking, at times on uneven or sloped terrain. We recommend that you carefully consider your ability to meet the physical demands of the tour after reading through each tour’s day by day itinerary, as every tour and destination will have varying physical requirements. To better explain the physical requirements of each tour we have added a ‘travel pace’ icon on each of our tours; you can read more about the different travel paces here. If you have any questions or concerns about your wellness, ability to travel long distances or your ability to meet the requirements of the trip, we urge you to consult your medical practitioner. Any physical or mental disability which requires special treatment or attention must be reported to Ritz Tours at the time of booking your reservation.

## Do you accommodate for wheelchairs, walkers and/or special needs

Ritz Tours welcomes all travelers and will make reasonable efforts to accommodate the special needs of disabled participants. Please note that tour buses and other transfer vehicles are not equipped with wheelchair ramps. Clients may bring a fully collapsible wheelchair or walker on tour. Non-collapsible wheelchairs and walkers cannot be carried on tour buses, due to space limitations. We regret that we cannot provide individual assistance to a tour member for walking, dining, embarking or disembarking tour buses and other transportation vehicles, or other personal needs. A qualified travel companion must accompany travelers who need special assistance.

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