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Customer Care

We’re here to assist you before, during, and after your trip.


Why should I purchase a vacation package with Travel is SWELL.com?
By purchasing air, hotel, and activities with us, you are saving time as well as money. You’ll always get the lowest available airfare and the best possible hotels with your vacation package at time of booking. In addition, we offer negotiated discount hotel and car rental rates and we pass the savings on to you.

What origins and destinations does Travel is SWELL.com offer?
We offer great vacation packages from any city in the U.S. and Canada to vacation destinations around the world including the U.S., Hawaii, Canada, Mexico, the Caribbean, Latin America, Africa, Asia, and Europe. Learn more about our destinations.

Why aren’t all destinations and packages available to purchase online?
Some of our more specialized packages—multi-destinations, sensory tours require customization, which needs to be done by one of our sensory travel specialists. Please call us at 1-888-330-7377 for assistance with the customization of your vacation experience.

How do I get the best value for my vacation?
Our site offers all the latest travel promotions available for advance purchases and last minute travel plans. However, you may find exceptional deals when planning your vacation as far in advance as possible, comparing midweek and weekend prices, and if you are flexible, taking your vacation during non-peak times.

What hotel classification system do you use?
Our hotel ratings reflect the opinions from a variety of sources including our own experienced company product managers, customer feedback, hotel inspections, site visitations, and travel industry reference materials.

What does European Plan (EP) and All-Inclusive (AI) mean?
Many Mexican and Caribbean resorts and a select number of hotels and resorts in Europe and Asia offers a European Plan and/or an All-Inclusive plan. A European Plan hotel rate does not include any meals or beverages. An All-Inclusive hotel rate includes all meals and beverages. All-Inclusive plans do vary, so please check the specific hotels for details. Similarly, you can find Half-board (breakfast and dinner included) and full-board (breakfast lunch and dinner included) at select hotels and resorts around the world.

How do I make a reservation?
If you already know what destination you’d like to go to and what hotel you’d like to stay at, then go directly to our vacation booking engine and price your vacation. In addition, you can call us direct at 1-888-330-7377 if you need further assistance.

How do I reserve more than one room?
Currently, up to 8 hotel rooms can be reserved on one booking. If you need more than 4 rooms, they can be reserved by one of our professional travel consultants. If you prefer to purchase your vacation online, you can make separate bookings with up to 4 additional hotel rooms per booking.

How do I make a special room request?
Requests such as bed type, non-smoking rooms, cribs, and rollaway beds can be made during the reservation process. For more advanced requests or handicap-accessible rooms, please contact us at 1-888-330-7377 for assistance.

Is it safe to purchase a vacation via the Internet?
Totally and completely. When you sign in to make a reservation, all your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology and site verifications. SSL encrypts your credit card number, name, address, and phone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by phone.

However, we understand that each person has their own level of comfort when it comes to making a purchase via the Internet, and for that reason, you may also call us at 1-888-330-7377 for assistance.

How do I reserve a vacation package?
We offer a variety of vacation packages here and exclusively through our sister sites. Our sensory travel collection features airfare, thoughtfully selected accommodations, private transfers, customized tours, and more, to select destinations in Mexico, the Caribbean, Europe, Africa, and Asia. Please call us at 1-888-330-7377 for more information or to purchase your sensory vacation package.

How do I make a group reservation through Travel is SWELL.com?
We specialize in customized travel planning for small groups of 12 to destinations, Hawaii, Mexico, and Caribbean, Asia, Latin America, Europe and Africa.  There are many advantages to arranging your group travel through our professional travel consultants and it’s possible to get your air, hotel, and tour options planned in just one phone call. Contact our Group Department directly at 1-888-330-7377 between 9am – 6pm Pacific Time Monday – Friday, to plan your group vacation.

How do I modify a reservation?
To modify a reservation, go to My Reservations section of the web site. Enter the lead traveler’s last name and one of the following: booking number, e-mail address, or frequent flyer number. If you are having problems modifying your reservation or need to make changes to items other than those listed, please call us at 1-888-330-7377 for immediate assistance.

How do I cancel a reservation?
To cancel a reservation, go to My Reservations. Enter the lead traveler’s last name and one of the following: booking number, e-mail address, or frequent flyer number. Click the Cancel button at the bottom of your itinerary. Cancel fees may apply and are outlined in the cancel fee section of your itinerary. If you are having problems please call us at 1-888-330-7377 for immediate assistance.

Where and how do I get my confirmation and travel documents?
If you have made a reservation online, you will receive a confirmation e-mail. The confirmation will contain:
– The itinerary and a listing of all items you have purchased.
– The booking number.
– A toll-free number to call if you have any questions regarding your reservation.
E-documents are available for all destinations. Certain options do require paper documents to be mailed or express mailed. If you have selected e-documents as a form of delivery method for a reservation and qualify for e-documents, your documents are e-mailed within 24 – 48 hours of making the reservation.

For options that do not qualify for e-documents and a reservation was made 30 days or more before departure, travel documents will be mailed the next business day via first-class mail for non-negotiable items or express mailed for negotiable items. If you made the reservation within 30 days, documents will be sent via an overnight express mail service and the amount for express delivery will be included in your booking.

What if there is a problem while on vacation?
In your travel documents, you will be provided an emergency telephone number or a separate toll-free number that will connect you to our travel concierge team or Destination Help Center. We are here to assist you with any problem that may arise.

What happens if there is a hurricane?
Contact us immediately for assistance. Do not initiate a cancellation on your own without first consulting us for assistance. We will guide you in every step of the way to include relocating you or rescheduling your vacation if necessary.

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