See our page: Before You Go FAQs to help you understand our adventure holidays and what happens next after booking with us.
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. There is a booking or flight amendment fee of £40 per change and 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 note that there is a £40 administration fee charged in order to set this up. Once your final balance has been paid, there is a sliding scale of charges, outlined in the booking conditions. Please contact us for further details.
The balance of your payment is due 120 days (150 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:
- You can pay the balance of your trip online here. To do this you will need your reservation number, surname of the lead passenger of the booking and date of birth. Please note that we do not accept payment by Amex. There will be no fee applied to payments made on any other card types.
- Pay us by Bank Transfer – Payments in £ Sterling should be made to Exodus Travels Ltd. Please refer to your invoice for banking details, should you wish to pay in a different currency, please contact us directly.
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 us. 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.
Please read the following information if you have booked your flights through us.
Transfers
In the majority of our destinations, an arrival and departure transfer, operating at a specific time, is included in the price of the trip. If you are travelling on flights that do not match the dedicated transfer times, then separate transfer arrangements will be required; this may involve waiting for the group transfer, booking a private transfer, or deciding to make your own way at your own cost. Any alternative arrangements will be discussed at the time of booking. If you are unsure of your transfer arrangements, please reach out to our Customer Operations Team who will be happy to help.
Regional flights
We can arrange flights from many UK regional airport and our sales team are happy to look into this for you at the time of booking. If you have already booked and would like to discuss the possibility of changing your flights to depart from a regional airport, please contact the Customer Operations team.
Changing my flights
Once booked, your flight may be changeable depending on the airline conditions of contract. If you wish to change your flight details, you should contact Exodus as soon as possible. Any changes are subject to availability and may involve additional costs. Once your ticket has been issued (usually 4 to 8 weeks in advance of travel), changes are generally more costly and sometimes not possible at all.
Dietary requirements on flights
If you advise us of any dietary requirements at the time of booking or in sufficient time before you travel, these will be automatically passed on to the airline concerned. Please note meals are not included in the ticket cost for many European and short haul flights these days.
Seat Requests
If you have flights booked through Exodus, please note that we do not automatically allocate seats to your flights. If you have a specific seat request, please contact our Customer Operations team and we will request this with the airline where possible. Please note that most airlines will charge to pre-book seats or don’t allow this until check in and some seat requests may be changed at the airline’s discretion.
Online check-in
It’s important to check in online in advance of travel where possible. Please go to the airline’s direct website for Online check-in. The airline reference we provide with your Final Joining Instructions, sent 3-4 weeks prior to departure, is usually all you need. Although sometimes they will ask for a full ticket number, which our Customer Operations team can provide when requested.
However, if we have booked your flights as part of a block allocation of seats then you will not be able to check-in online, even if the airline offers this service, and will therefore need to check in at the airport on the day of your flight. Please feel free to call our Customer Operations team on 0208 772 3747 for further details.
Baggage allowance
We recommend that you don’t travel with more than 20 kilograms of luggage. Some international flights may have higher allowances for checked baggage, and exact allowances are available from our Customer Operations team. Some of our trips include domestic flights and there may be lower allowances on those airlines; details of this can be found in the trip notes if applicable.
Lost luggage
In the event of missing luggage, you must immediately file a Passenger Irregularity Report with the airline concerned. If the baggage is damaged, you must write to the airline within seven days and, in the case of delay, you should write within 21 days from the date on which the baggage was returned to you (in accordance with the Montreal Convention). The liability for baggage loss, delay or damage is up to a maximum of GBP800.
Missed connections and flight delays
When you buy your international flights through Exodus, we guarantee to get you to your destination at no extra cost to yourself and as quickly as possible. If your flight is delayed, cancelled or you miss a connection, we will do what we can to reroute or rebook you as required, but sometimes this is handled directly by the airline. If you miss your flight through your own fault, the airline will normally assist you with rebooking your travel but you may incur additional costs. If you are due to arrive on different flights to those originally booked, you must contact Exodus immediately (or our out of hours service) to inform us of your new flight details, so that we can pass them to the trip leader locally.
Please note that if, for any reason, you don’t show up for your original outbound flight (if you decide to buy a new ticket to reach your destination, for example) that airlines will usually then class you as a no-show and also cancel your inbound flight home. If you are considering buying a new ticket for any reason and have your flights booked with Exodus, please contact us before doing so as we will need to confirm whether or not your original inbound flight will still be valid.
Denied boarding
EU regulations are in force to protect clients who are denied boarding or who are delayed by an airline. These apply to all flights originating in the EU or flying into the EU using an EU carrier. If you are ‘bumped’ or have your flight cancelled without at least 14 day’s notice you are entitled to compensation unless the airline can prove that it was due to circumstances beyond their control. If as a result of being denied boarding, you are delayed by more than 12 hours, you have the right to cancel your booking and receive a full refund. The airline must also supply suitable meals and refreshments. Complimentary refreshments are also an entitlement if your flight is delayed beyond a certain number of hours. For full details please visit www.ec.europa.eu/transport/air_portal. If you are at the airport, you can also ask the airline representative for written details of your rights.
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 UK airports or any overseas transit airports and has limited contact with UK airline offices over weekends.
Where do I meet the leader and the group?
You will meet the leader and the group on the trip start date in destination, either on an arrival transfer or at the start hotel. We do not provide the leader’s contact number in advance. Should you need to contact your leader for any reason, you will be able to find the local teams contact details in your Final Joining Instructions which will be sent to you around 3-4 weeks before departure. When you arrive at the start hotel there will be an Exodus sign in the reception area which will provide the contact details for you leader.
Making use of Exodus transfers
In the majority of our destinations, an arrival and departure transfer, operating at a specific time, is included in the price of the trip. If you are travelling on flights that do not match the dedicated transfer times, then separate transfer arrangements will be required; this may involve waiting for the group transfer, booking a private transfer, or deciding to make your own way at your own cost. Any alternative arrangements will be discussed at the time of booking. If you are unsure of your transfer arrangements, please reach out to our Customer Operations Team who will be happy to help.
Changes to group transfer timings
Occasionally changes to flight schedules require us to change the dedicated group transfer times. If this becomes necessary, we will be in contact as soon as possible to outline the change. If you were originally booked on the group transfer which no longer aligns with your flight time, an alternative transfer will be arranged.
If you would like to raise an issue or complaint, please complete the form above. If you have a problem while you are on trip with us, in the first instance please raise this with your tour leader who will do their best to assist. Should this not be practical, or the problem is not resolved, please contact our Customer Services team at your earliest opportunity at customerservices@exodus.co.uk.
If you wish to make a complaint after your holiday, you may raise these concerns within 28 days of your return home by contacting the above email address . We will acknowledge receipt of your complaint within 5 days. We are committed to resolving your complaint within 28 days of receipt, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 28 days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalise your complaint.
Once we have fully investigated your complaint, we will advise you in writing of our findings and any action we have taken. A customer who raises a complaint will be treated fairly and by doing so you will not have any impact on future interactions with us; this is controlled by staff training and managerial oversight.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.
