Trekkers at Skogafoss, Iceland

FAQs

About My Booking

Already booked, but have a question about your booking?

If you wish to make any changes to your booking, particularly if you need to alter any flights booked through us, please let us know as soon as possible. Flight amendments often incur extra airline costs depending on the changes to be made and if the ticket has been issued or not. All requests for changes should be referred to Customer Operations.

If you need to cancel your booking, please let us know as soon as possible. This is required in writing and you should refer to the booking conditions with regards to any cancellation charges that may apply. Normally, if you cancel before the final balance is due, the deposit and insurance premium are non refundable, but we can usually hold your balance for you to use on a future trip. Please contact Exodus for further details. Once your final balance has been paid, there is a sliding scale of charges, outlined in the booking conditions.

If you wish to transfer your booking to a different tour or traveler, you should contact us before the final balance is due for your existing tour, and there are no fees charged by Exodus to do so. Changes are, however, subject to any additional fees charged by local suppliers or airlines. Transfers after the final balance is due are classed as a cancellation and re-booking. For cancellations or transfers, please contact Customer Operations.

Click here for full details on transferring deposits.

The balance of your payment is due 56 days (133 days for Polar trips) before departure. Your invoice shows the date your final balance is due and, if you have booked directly with Exodus and we have an email address for you, a reminder will be sent out 1 to 2 weeks before this date. To pay, you can use any of the following methods, quoting your booking reference in all cases:

  • Call our Sales Team to make payment by visa or mastercard
  • Pay us by Bank Transfer – please inform Exodus when you have requested this with your bank so we can look out for it in our account. Please use the information below (please note the different details dependent on which currency you intend to pay in):

Beneficiary Customer Name: Exodus Travels Canada Inc.
Business Customer Address: 1st Floor, 112 Merton Street, Toronto, Ontario, M4S 2Z8
Route/Institution: 0003
Beneficiary Account: 59A:/ 000024054334
Branch Address: Royal Bank of Canada, Main BR-Toronto Bay St Main FLR
Canadian Clearing Code: 57A://CC:000300002
Swift BIC: ROYCCAT2

If payment is coming in from a USA bank or another country in USD currency:
Intermediary bank: 56A: JP Morgan Chase Bank, NA
Swift BIC: CHASUS33

  • Send a cheque, made payable to 'Exodus Travels Limited', to Exodus Travels, 1st Floor, 112 Merton Street, Toronto, ON, M4S 2Z8

A receipt of payment will be emailed out to the lead booker within one working day of payment being received. If you have not received a receipt and would like one, please contact the accounts team on the above number. If payment is not made on time you may lose your place on the trip, although we will always do our best to contact you before we cancel your booking.

If you've travelled on two or more trips with Exodus, you will receive a 5% discount on your next Exodus booking. Dedicated travellers who have been on nine or more trips with Exodus will receive a 10% discount on all subsequent bookings. Please note that for online bookings, loyalty discounts will be applied on your invoice and not at the booking stage.

For many holidays we need your passport details and sometimes other personal information. This might be for registration with the local authorities or for border crossings. A number of airlines now also require full passport information, known as Advanced Passenger Information, or APIS. If your passport details change before travel, you must provide us with the new details.

Joining the tour
When you purchase a tour on a land only basis (i.e. without international flights from Exodus), you take the responsibility of reaching the start point of the tour yourself. In most cases, the start point of the tour is the first night’s accommodation; the exact start point is referred to in the brochure, website or trip notes for that trip. Our final joining instructions contain detailed advice on how to reach the start point from the main airport for that destination. Meeting times with the tour leader and group will vary from tour to tour, normally depending on the arrival time of the group flight from London. However, instructions for land only clients should be displayed in the hotel or left with reception confirming what to do next.

Making use of Exodus transfers
If you have booked land only and your flight arrangements allow you to make use of the Exodus group transfers, then we can arrange for you to join these at no charge. You must request this in advance and provide us with your flight arrival details. You should be aware that if your flight is delayed, the Exodus group transfer will not wait for you indefinitely (we usually set a maximum waiting period of 30 minutes beyond the scheduled arrival time) and you will be responsible for the cost of your onward travel arrangements to catch up with the group.

Changes to group flight arrangements
Occasionally we are forced to change the group flight, and re-arrange the group transfer accordingly. If you are relying on taking the group transfer, you may need to make alternative arrangements if the transfer no longer coincides with your flight arrangements

Once you have paid the deposit for your tour, our sales team will immediately email you your booking confirmation and invoice.

When you have received your confirmation, please check the information carefully to make sure that we have booked the arrangements you requested. If there are any inaccuracies, please contact us so that we can make the necessary corrections.

Once you have paid your deposit and booked on that trip of a lifetime, you will be looked after by our Customer Operations team, who are responsible for all your travel arrangements until you depart. One of our experienced operations executives will be assigned to assist you in any way they can, and their name and contact details can be found at the bottom of your confirmation letter.

The balance of your payment is due 56 days (133 days for Polar trips) before departure. Your invoice shows the date your final balance is due and, if you have booked directly with Exodus and we have an email address for you, a reminder will be sent out 1 to 2 weeks before this date.

You can also now get in touch with fellow travellers through the The Departure Loung forum on the Exodus website and share tips and ideas. Don’t worry if you don’t see your trip on there yet, just start a thread and this should inspire the rest of the group to start chatting!

You’ve done the hard part and paid the final balance, now you can start looking forward to going! If you have booked direct and as long as we have an email address for you, your Customer Operations Executive will be in touch with you 8 weeks before travel. They will include the latest copy of the trip notes and if there are any last minute arrangements you need to make or questions you might have, just let them know and they'll be happy to look into it for you.

Your final joining instructions and flight details, if booked with us, will then be sent out 2 to 3 weeks before departure. We advise that if you are booking connecting travel before receiving these, please ensure you leave plenty of time. Around this time, we’ll also be sending out our sturdy and durable luggage label 4 life, which will come separately in the mail. If they haven’t arrived a week before travel, let us know and we can send some more. Please note that we normally only send labels to travelers booked directly with Exodus. If you have booked through an agent and would like us to send you some, please let us know and we will be happy to mail them directly to your address.

We really value getting feedback from our clients about their holiday. If we have a current email address for you, we will send you a link to an online holiday evaluation form whilst you are away; please look out for it on your return. If you have booked through an agent, or have not given us your email address, please request a form by sending us your name and trip to [email protected].

Within one month of your return from the trip, we will send you an email offering you the chance to post a review on our website – a valuable service for all potential Exodus travellers!

Preparing For My Trip

Getting prepared for your travels

All travelers require a full passport for Exodus tours; generally, this should be valid for six months after the date of your scheduled return home. Requirements change often and other regulations may apply, so be sure to check with the nearest embassy of the country you intend to visit.

Please note that for certain trips, we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, it is important you advise us of the new details as soon as possible and you may be required to take your old passport with you to maintain the validity of the trip.

Obtaining any visas that are required is your responsibility. Details of current visa requirements for the country you are visiting or for transit destinations are given in the Trip Notes. Visa regulations can, and do, change, sometimes at short notice, but where we become aware of changes to regulations, we will notify you. We cannot be held responsible for mistakes by embassies or third parties, sudden changes to regulations or actions of border officials which are beyond our control.

It is an essential condition of joining an Exodus trip that you have an adequate and valid travel insurance policy for the full duration of your trip to cover the cost of medical treatment, cancellation and curtailment, and the activities included in our tours (including the maximum altitude on treks).

What to pack?
We do not produce an individual packing list for each tour, as each person's needs and requirements vary, even for the same trip. But, we do help you in the following ways:

  • We publish a Universal Packing List which will detail many of the items you should consider, and might even remind you of items you may have forgotten.
  • The trip notes for your tour include a What to Take section, which will mention items specific to your trip. Please ensure you check the list carefully, as anything beyond normal travel and clothing requirements will be shown here.
  • The Reviews section also often contains useful tips from travelers who have been on the trip previously.

Finally, if you still have questions, you can contact the area expert in our Customer Operations Team, and they will be happy to offer advice and guidance on what is required.

Of course, no list is foolproof. We may encourage you to take waterproof clothing and it will turn out to be the driest year on record. But if we don’t suggest it, you can be sure it’s going to rain!

If you have a technical query about specialist equipment such as walking boots, sleeping bags or down jackets, then we recommend speaking to a specialist retailer. However, we are happy to offer general advice if you contact one of our experts.

Equipment rental

From Exodus
Exodus offers a ‘local pick-up’ hire service for key items needed for altitude trekking in Peru, Tanzania (for Kilimanjaro) and Nepal. Normal items available for rental include down jackets and down sleeping bags, but other items may be mentioned in the trip notes. Prices vary and are confirmed in the trip notes.

 

Tanzania

Nepal

Peru

Down jacket

Yes

Yes

No

Down sleeping bag

Yes

Yes

Yes

Other items

Yes

No

Yes (i.e. Walking poles)

For advice & booking

Customer Operations

Customer Operations

Customer Operations

Pick-up place and time

Arusha, day 2

Kathmandu, day 2

Day before trek

For our active trips, we are often asked ‘what kind of fitness levels are required?’ or ‘what kind of training do I need to do?’ Of course, if you have booked a trip that is at the upper end of your capabilities, you want to know that you have done all you can to prepare. Unfortunately, these questions are often the most difficult to answer. Only you know your current fitness levels and capabilities and can prepare according to the options available to you.

Where altitude is involved, your ability to acclimatize is going to have a much greater impact on your progress than your fitness. However, poor fitness and preparation is not going to increase your chances. In an effort to help you reach your active adventure goals, we've produced helpful Fitness Guides to help prepare for your trip.

It is always best to make your preparation as close to the real thing as possible. Of course, it’s tough to replicate the major mountain ranges around the world, but make sure you include ups and downs if you are preparing for a mountain trek. If you are still unsure about your fitness, or the difficulty of the hike or ride, we suggest you refer again to our grading system or talk it through with one of our experts.

Health advice
Exodus does not give specific health advice, but our trip notes do mention any compulsory or suggested vaccinations and will recommend our travelers take malarial prophylaxis for known malarial areas. Exodus recommends all travelers contact their local travel health clinic or doctor for up to date advice on all vaccination and malarial issues for the country they are due to visit. Please note there is a wide range of advice available and you may find conflicting information for the same areas, but we always advise you seek qualified medical advice.

Water purification
Plentiful clean drinking water is of course a requirement to stay healthy in any country. For the vast majority of our trips, we arrange for treated, boiled or bottled water to be available at all times. Certain trips in remote areas may require our travelers to provide a system of water purification themselves; if this is the case, it will be clearly explained in the trip notes.

Your own first aid or medical kit

For all remote or active trips, your tour leader will be first aid trained, and will carry an adequate first aid kit or medical kit. However, we recommend that travelers carry a small first aid kit for personal use.

For some items you may need to consult your doctor for a prescription. If you are traveling to remote areas in developing countries, you may also like to consider taking a sterile needle kit (please be careful to pack this in your hold luggage for airport security).

The following list is intended as a guide only:
Adhesive bandages eg. Band-Aids; sterile dressings and bandages; simple pain killers such as acetaminophen or ibuprofen (Tylenol/Advil); antiseptic cream; antihistamine cream (for insect bites); sunburn cream; anti-diarrhea pills eg. Imodium or Lomotil; rehydration salts eg. Dioralyte.
Please ensure you carry any essential personal medication in your hand luggage rather than checked in bags

Your own first aid or medical kit

For all remote or active trips, your tour leader will be first aid trained, and will carry an adequate first aid kit or medical kit. However, we recommend that travelers carry a small first aid kit for personal use.

For some items you may need to consult your doctor for a prescription. If you are traveling to remote areas in developing countries, you may also like to consider taking a sterile needle kit (please be careful to pack this in your hold luggage for airport security).

 

You will need to take enough money to cover the cost of meals not included in the trip cost and of drinks, tipping and other incidentals including shopping and optional activities. Advice on the amounts required and the best currency to take is given in the trip notes.

Many countries have ATM machines, particularly in major cities, and this can be an ideal way to access cash abroad, although bank charges are sometimes quite high. In addition, credit cards are now very widely accepted, particularly in larger cities. Travellers cheques can also be useful in certain destinations, but are often time consuming and costly to exchange.

For the latest information on world currencies, visit the International Currency Exchange (ICE) website to order commission-free foreign currencies with next working day delivery.

Advice for Travellers

A reference point for useful information and links for Exodus Travellers

Ready to be inspired? Head over to the Exodus Experts blog to read more about brand new adventures, top tips for your upcoming travels and exciting trip reports from people who have travelled there already.

Exodus invites all recent travellers to review their trip for the benefit of others and publishes their comments unedited on our website. Each trip shows the most recent reviews in the right hand column. Have a look at the full reviews for the trip you have booked, you never know what useful piece of information or advice you might find!

Why not join in the discussion on our Exodus Compass Café forum. The popular departure lounge is a great place for travellers to get to know each other before their trip and to share information, views and advice.

Any country-specific travel advice, or current situations we feel travelers should be aware of, will always be listed on the respective country in the shape of a banner alert notice on our website. 

Exodus monitors travel advice closely for every country we visit, and we follow their advice to the letter.

Please read our Travel Safety Advice page for full details.

 For more details about our holidays, please see our Customer Charter page, or if the above doesn't contain what you are looking for, see our Essential Information page.

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