See our page: Before You Go FAQs to help you understand our adventure tours and what happens next after booking with us.
If you wish to make any changes to your booking, please let us know as soon as possible. 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 is 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. 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.
The balance of your payment is due 70 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:
- Log in to My Booking and pay your balance online.
- 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 refer to your invoice for the correct banking details
- 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.
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
We do not currently offer flights from North America and they must be booked independently. If you are unsure which flights to book, please speak to our sales team on the number above. Below is a list of things to consider when booking your flights.
Meeting your group
Each trip departure has either a specified rendezvous point and time to correspond with a group transfer, or a free transfer to your start hotel, where you will meet your guide and group. If you are travelling on flights that do not coincide with these transfers, separate arrangements may be required; this may involve waiting for the group transfer, booking a private transfer or making your own way to the start point at your own cost. Any alternative arrangements will be discussed at the time of booking and your confirmation invoice will show what transfer type has been booked for you.
Is the departure guaranteed?
Many of our trips have a minimum number of customers required before we can guarantee that a given departure will go ahead. You can clearly see which departure dates are guaranteed on the Dates & Prices page of the trip you are looking at. We recommend that you do not purchase non-refundable flights until a departure is guaranteed as we cannot be liable for any lost monies should a non-guaranteed departure not go ahead. If you are interested in a specific departure date that is not showing as guaranteed, please speak to our sales team who can advise you of the status of that trip – we may only require one more booking in order to confirm that departure.
Additional accommodation
Please speak to our sales team if you are planning on extending your trip at the start or end of your Exodus tour and would like us to help you arrange the extra accommodation you may need. Some of our trips also offer multi-day extensions to allow you to make the most of the destination. Please speak to our sales consultants for more information.
Missed connections and flight delays
If you miss your flight or your flight is delayed for any reason, you must let us know as soon as possible so we can update your guide and any transfers we have arranged accordingly. Unfortunately Exodus cannot directly assist with issues with flights that you have booked yourself and you should contact your airline or place you purchased your flights in the first instance.
Assistance while travelling to your destination
Exodus offers a 24-hour assistance service to all our passengers. Anyone who has trouble or major delays on their flights should call Exodus (or our out-of-hours service) to advise us of the latest situation and to see what assistance we can offer. However, in many cases the airline handling your booking will be your point of contact for rearranging flights, providing overnight accommodation and general airport assistance. Exodus does not have representation at any international airports.
