Travel Agent Self Help Guide

In uncertain times, you lean on certain processes, procedures, policies, and information. This Rebook Now. Recharge Later. Self-Help Guide is here to provide you with just that—and help you do what you need to, on your own and faster.

We want to make it easy for you to work around your clients’ needs. Within these pages, please find easy step-by-step instructions, video tutorials, and FAQs for your most relevant VAX booking scenarios for the Rebook Now. Recharge Later. promotion. Use these to guide your booking cancellations, modifications, and advice, and—for a limited time!—earn an additional $50 commission just for Rebook Now. Recharge Later. rebookings when you cancel, reschedule, and transfer the funds on VAX by following these simple steps.

 



 

Please Note: All instructions in the scenario applicable to your booking MUST be followed in addition to filling out these forms or your request will not be considered complete and may result in delays. The below information is valid for individual reservations. If you do not have travel protection plus and have multiple bookings cancel and rebook, then the original booking funds less penalties from other rebookings is the amount that can be moved. If you have questions regarding rebooking options for your Contracted Groups booking please contact your dedicated Service Desk. 

If your old or new booking involves scheduled air (including published or bulk), please answer “Yes” to the question “Does your booking involve scheduled air?” on the required field on the form. This is critical to ensure your request is routed to the proper department for processing and will help avoid delays in fulfilling your request.


Contact Us

For questions about reservations, commissions, payments, rewards and recognition programs, group bookings, or other brand-specific inquiries, please contact the brand you booked with.

If your customers have Travel Protection Plus and would like to take advantage of the Future Travel Credit (FTC) + 25%,
you can calculate the amount of their FTC right now, right here!

Balance Paid, Including Travel Protection Plus:

Your client's total Future Travel Credit^:

When your clients are ready to use their FTC, please choose from one of our Self-Help Guide scenarios for step-by-step instructions on redemption. Happy travels!

^Selection of the Future Travel Credit option is considered final.
All increments of the credit itself are not retroactive, non-refundable, non-redeemable for cash, and expire on 12/15/21.
For bookings without Travel Protection Plus please follow the instructions found below.

CANCELLING A RESERVATION
WITH TRAVEL PROTECTION PLUS
BW: Through 5/31/20 | TW: 3/21/20 - 9/30/20

Standard cancellation penalties apply. Exceptions apply for select destinations and travel windows listed in the COVID-19 Brand Cancellation Fees section located here

1. Log in to VAX
2. From the top navigation, select “Retrieve Reservations”
3. Pull up your reservation using the reservation number or by filling in the search form
4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab
5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load
6. “Canceled: Reservation #” will appear on the top left. To the right, before the pricing stamp box displaying pricing breakdown, select the hyperlink that reads “Fund Request” in order to process the credit.
Note: Customers choosing the travel credit for bookings prior to 5/8/20 will receive travel credit for the amount of their refund … plus an additional 25%! Bookings made on or after 5/8/20 will be issued as a refund or travel credit in the amount they would be normally owed.
7. Notate the comments box in the Fund Request form to advise which option is preferred, input any notes, then click “Submit”. If you are requesting a refund for a transaction where multiple cards have been used, add a note indicating the last 4 digits of the card the refund should be processed to in the Comments box.

NOTE: Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! Bookings made on or after 5/31/20 will be issued as a refund or travel credit in the amount they would be normally owed.



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CANCELLING A RESERVATION
WITHOUT TRAVEL PROTECTION PLUS
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20

Standard cancellation penalties apply. Exceptions apply for select destinations and travel windows listed in the COVID-19 Brand Cancellation Fees section located here.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. “Canceled: Reservation #” will appear on the top left. To the right, before the pricing stamp box displaying pricing breakdown, select the hyperlink that reads “Fund Request”

7. In the pop-up box, enter your information and choose refund option “Total cancellation prior to travel”

8. Notate the comments box in the Fund Request form to advise which option is preferred, input any notes, then click “Submit.” If you are requesting a refund for a transaction where multiple cards have been used, add a note indicating the last 4 digits of the card the refund should be processed to in the Comments box.

NOTE: Customers who prefer a refund will receive it in the original form of payment, less any applicable penalties. If they choose a refund, please know that we are doing the best we can and are actively adding resources to our accounting team. We appreciate your patience as this could take up to 60 days. Customers choosing the travel credit for bookings made through 5/31/20 for travel before 9/30/20 will receive Future Travel Credit for the amount of their refund … plus an additional 25%! If you have previously requested a refund, please rest assured that we will be in touch.



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IMMEDIATE REBOOKING WITH TRAVEL PROTECTION PLUS
75% Travel Protection Plus reactivation fee waived*
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
*Any bookings made after 5/20 fall under the guidelines of normal policies and procedures

Exclusive Nonstop Vacation Flights Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New bookings must made by with travel completed by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines of normal policies and procedures

*All other changes incur the reactivation fee

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Book the new reservation. To hold the booking, place $1.00 via credit card on this new reservation as payment while funds are being transferred.

8. Suggest adding Travel Protection Plus as you may do so at this time

9. Return to the old reservation and comment: Rebooked to res # due to COVID-19

10. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

11. Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. The 125% enhanced Future Travel Credit will remain valid for an extended window of time and will be valid for bookings made and travelled through 12/15/21. Future Travel Credit will be issued in the lead passenger’s or cardholder’s name, and will sit with the original reservation number. If a travel agent credit card was applied, this offer will automatically be awarded to the lead passenger.



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DELAYED REBOOKING WITH TRAVEL PROTECTION PLUS:
HOLDING THE FUNDS FOR TRAVEL PROTECTION PLUS REACTIVATION WAIVER

Change Policy:
75% Travel Protection Plus reactivation fee waived*
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
*Any bookings made after 5/31/20 fall into normal policies and procedures and reactivation fee would apply.

Exclusive Nonstop Vacation Flights Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
*Any booking made after 5/31/20 falls under normal policies and procedures; the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new reservation for any travel time/booking type when customer is ready to rebook and place $1.00 on your new booking via credit card.

9. Suggest adding Travel Protection Plus as you may do so at this time.

10. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. Select the hyperlink that reads “Fund Request” to begin the process, then annotate “refund” or “travel credit” to specify which option your clients would like. If you are requesting a refund for a transaction where multiple cards have been used, add a note indicating the last 4 digits of the card the refund should be processed to in the Comments box.



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SCHEDULED AIR/LAND-ONLY WITHOUT TRAVEL PROTECTION PLUS:
IMMEDIATE REBOOKING FOR 2020/2021 TRAVEL
Change Policy:
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under normal policies and procedures; the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new land only booking for travel in 2020 or 2021. When ready to add air please contact the call center who will add the airfare for you and process the airline credit. Please note: the customer must book with the same airline such rebooking must be in accordance with the rebooking policy of such airline and hotel. *If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

10. To hold the booking, place $1.00 via credit card on this new reservation as payment.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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SCHEDULED AIR/LAND-ONLY WITHOUT TRAVEL PROTECTION PLUS:
DELAYED REBOOKING FOR 2020/2021 TRAVEL
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new land only reservation for travel in 2020 or 2021 when the client is ready. The call center will need to add the air and process the exchange of your air credits. To hold the booking, place $1.00 via credit card on this new reservation. Please note: If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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EXCLUSIVE NONSTOP VACATION FLIGHTS WITHOUT TRAVEL PROTECTION PLUS: IMMEDIATE REBOOKING FOR 2020/2021 TRAVEL
Change Policy
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under normal policies and procedures; the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new reservation for travel in 2020 or 2021. The new airfare must be an Exclusive Nonstop Vacation Flight. Please note: If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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EXCLUSIVE NONSTOP VACATION FLIGHTS WITHOUT TRAVEL PROTECTION PLUS:
DELAYED REBOOKING FOR 2020/2021 TRAVEL

BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under normal policies and procedures; the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new reservation for travel in 2020 or 2021 on an Exclusive Nonstop Vacation Flight when the client is ready. To hold the booking, place $1.00 via credit card on this new reservation. Please note: If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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CANCELLING DUE TO A CANCELLED FLIGHT WITH TRAVEL PROTECTION PLUS
BW: Through 5/31/20 TW: 3/21/20 – 9/30/20

Standard cancellation penalties apply. Exceptions apply for select destinations and travel windows listed in the COVID-19 Brand Cancellation Fees section located here.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. “Canceled: Reservation #” will appear on the top left. To the right, before the pricing stamp box displaying pricing breakdown, select the hyperlink that reads “Fund Request” in order to process the credit.
Note: Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! Bookings made on or after 6/1/20 will be issued as a refund or travel credit in the amount they would be normally owed.

7. In the event that Apple Leisure Group® Vacations cancels select Exclusive Nonstop Vacation Flights, customers will be provided the option of getting their money back OR a accepting a Future Travel Credit valued at 125% of their trip.

8. Notate the comments box in the Fund Request form to advise which option is preferred, input any notes, then click “Submit.” If you are requesting a refund for a transaction where multiple cards have been used, add a note indicating the last 4 digits of the card the refund should be processed to in the Comments box.

Note: Customers who prefer a refund will receive it, less the cost of the travel protection. If they choose a refund, please know that we are doing the best we can and are actively adding resources to our accounting team. We appreciate your patience as this could take up to 90 days. If you have previously requested a refund, please rest assured that we will be in touch.



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CANCELLING DUE TO A CANCELLED FLIGHT WITHOUT TRAVEL PROTECTION PLUS
BW: Through 5/31/20 TW: 3/21/20 – 9/30/20

Standard cancellation penalties apply. Exceptions apply for select destinations and travel windows listed in the COVID-19 Brand Cancellation Fees section located here

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. “Canceled: Reservation #” will appear on the top left. To the right, before the pricing stamp box displaying pricing breakdown, select the hyperlink that reads “Fund Request”

7. In the pop-up box, enter your information and choose refund option “Total cancellation prior to travel”

8. Input any notes, then click “Complete.” If you are requesting a refund for a transaction where multiple cards have been used, add a note indicating the last 4 digits of the card the refund should be processed to in the Comments box.

Note: All refunds will be processed less any applicable supplier fees in the order they are received. If they choose a refund, please know that we are doing the best we can and are actively adding resources to our accounting team. We appreciate your patience as this could take up to 60 days. If you have previously requested a refund, please rest assured that we will be in touch



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REBOOKING A CANCELLED FLIGHT IMMEDIATELY WITH TRAVEL PROTECTION PLUS
75% reactivation fee waived*
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made and Traveled by: 12/15/20
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures, the reactivation fee would then apply
Exclusive Nonstop Flights Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures, the reactivation fee would then apply

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new reservation for travel in 2020 or 2021 on an Exclusive Nonstop Vacation Flight.

9. If you had Travel Protection Plus on the original booking, it can be added to the new booking. If you did not have Travel Protection Plus on the original booking, it cannot be added to the new one.

10. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

11. To hold the booking, place $1.00 via credit card on this new reservation as payment while funds are being transferred

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. The 125% enhanced Future Travel Credit will remain valid for an extended window of time and will be valid for bookings made and travelled through 12/15/21. Future Travel Credit will be issued in the lead passenger’s or cardholder’s name, and will sit with the original reservation number. If a travel agent credit card was applied, this offer will automatically be awarded to the lead passenger.



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REBOOKING A CANCELLED FLIGHT AT A LATER DATE WITH TRAVEL PROTECTION PLUS
75% reactivation fee waived*
Change Policy:
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures, the reactivation fee would then apply

*All other changes incur the reactivation fee

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new reservation

9. Suggest adding Travel Protection Plus as you may do so at this time

10. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

11. To hold the booking, place $1.00 via credit card on this new reservation as payment while funds are being transferred

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. The 125% enhanced Future Travel Credit will remain valid for an extended window of time and will be valid for bookings made and travelled through 12/15/21. Future Travel Credit will be issued in the lead passenger’s or cardholder’s name, and will sit with the original reservation number. If a travel agent credit card was applied, this offer will automatically be awarded to the lead passenger.



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REBOOKING A CANCELLED FLIGHT IMMEDIATELY WITHOUT TRAVEL PROTECTION PLUS
Change Policy:
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
New Bookings Made & Traveled by: 12/15/21
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures, the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book the new land only reservation. Please call into the call center if you have air credits. They will need to add the air to the new booking and process the exchange. Please note: If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

10. To hold the booking, place $1.00 via credit card on this new reservation as payment while funds are being transferred

Note: Clients are responsible for paying for any increase in price. Customers choosing the travel credit for bookings made prior to 5/31/20 will receive travel credit for the amount as if they were owed a refund … plus an additional 25%! If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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REBOOKING A CANCELLED FLIGHT AT A LATER DATE WITHOUT TRAVEL PROTECTION PLUS
Change Policy:
BW: Through 5/31/20 | TW: 3/21 - 7/31
New Bookings Made & Traveled by: 12/15/21
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures; the reactivation fee would then apply.

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Book a new land only reservation and reach out to our call center to add your air credit and process the air ticket exchange. To hold the booking, place $1.00 via credit card on this new reservation. Please note: If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

9. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%! The non-air component of Future Travel Credit can be applied to new bookings made and traveled through 12/15/21. Clients are subject to airline rebooking policies and any other supplier guidelines and penalties that may have been accepted and incurred on the original reservation. If you are adding Travel Protection plus on your new booking, only the Travel Protection Plus-voucher only option is available on your new reservation.



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IMMEDIATE REBOOKING WITH or WITHOUT TRAVEL PROTECTION PLUS ON SOUTHWEST VACATIONS – PAID-IN-FULL RESERVATIONS
Reservations with Southwest airfare have a different policy due to the air credits.
75% Travel Protection Plus reactivation fee waived*
Scheduled Air + Land Packages
BW: ALL TW: Through 7/31
New Bookings Made by with Travel Completed by: 12/15/21

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately to calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Price out your new air and hotel package

9. Suggest adding Travel Protection Plus as you may do so at this time

10. On the checkout page, enter in the names as it appears on your original cancelled booking

11. In the credit card section, click the drop-down option to change the “Number of Payments” to 2.

12. Under “Card Type,” select “Southwest Travel Funds.”

13. Make sure “Low Deposit Policy” is not selected, as that will not allow you to complete the rebooking with the travel funds.

14. Enter in your original airline confirmation number, then “Verify Funds.” Note: You will be able to use up to two travel funds per booking

15.A pop-up will appear, showing you, above the total, the available air credit amount from your original cancelled booking

16. Go back up to your payment information to determine the difference of the air credit and deposit or payment due. That difference will need to be applied at the time of booking via separate credit card.

17. After you get your reservation number, if you have funds from the old booking to move, you can migrate them over to your new booking

18. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

19. Fill out this form and hit “Submit;” your request will go to our accounting team immediately

Note: Clients are responsible for paying for any increase in price. Any remaining Southwest Airlines air credit will be held on your original confirmation number to be used within one year of initial booking. Customers choosing the travel credit for bookings made prior to 5/8/20 will receive travel credit for the amount of their refund … plus an additional 25%!



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REBOOKING WITHOUT TRAVEL PROTECTION PLUS FOR PAID-IN-FULL BOOKINGS USING SOUTHWEST AIRLINES WITH APPLE VACATIONS, FUNJET VACATIONS, AND TRAVEL IMPRESSIONS
Reservations with Southwest airfare have a different policy due to the air credits.
Scheduled Air + Land Packages
BW: Through 5/31/20 | TW: 3/21/20 – 9/30/20
*Any booking made after 5/31/20 falls under the guidelines for normal policies and procedures; the reactivation fee would then apply.

*All other changes incur the reactivation fee

1. Log in to VAX

2. From the top navigation, select “Retrieve Reservations”

3. Pull up your reservation using the reservation number or by filling in the search form

4. Scroll down to your Itinerary Tools, then click on the “Cancel” tab

5. Hit the “Complete Cancel” button in that tab and wait for the confirmation screen to load

6. Please click on the “Fund Request” link. Fill out this form and hit “Submit;” your request will go to our Accounting team immediately and Accounting will calculate your travel credits.

7. Comment on the old reservation: Rebooked to res # due to COVID-19

8. Go to the Southwest Airlines website to check the amount of air credit available and rebook; you may click here to do so. Under “Other Self-Service Options,” on the right-hand side, click “View Travel Funds.” Note that these air credits are to be used with Southwest Airlines only.

9. Return to VAX to book the new land-only reservation

10. If your new booking is made 6/8/20 onward, you are able to add the voucher only Travel Protection Plus option.

11. To hold the booking, place $1.00 via credit card on this new reservation.

12. Once your travel credit letter is received from accounting, you can use funds with our new travel credit technology. Please click here to see how you can move funds to your new booking.

Note: Clients are responsible for paying for any increase in price. The customer is also responsible for any applicable supplier cancel/change fees. The 125% enhanced Future Travel Credit will remain valid for an extended window of time and will be valid for bookings made and travelled through 12/15/21. Future Travel Credit will be issued in the lead passenger’s or cardholder’s name, and will sit with the original reservation number. If a travel agent credit card was applied, this offer will automatically be awarded to the lead passenger. Customers choosing the travel credit for bookings made through 5/31/20 will receive travel credit for the amount of their refund … plus an additional 25%!



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AMResorts - MOVE THE DATE, KEEP THE RATE + ONE FREE NIGHT OVERVIEW (LAND-ONLY BOOKINGS)
Original Booking Window: Booked prior to 6/25/20 (ONLY available on hotels that are still closed)
Original Booking Travel Window: Original travel dates through 12/22/20
NEW Rebooking Travel Window: Up to one year from original booking travel dates – Not available after 12/22/21; blackout dates for rebooking are 12/23/20 – 12/31/20
Offer Expiration Date: 8/30/20 only for properties that remained closed

Program Details: Guests with existing bookings for travel 5/8/20 – 12/22/20 may change the date of their current booking to a future travel date, up to one year from the original booking’s travel date, with no additional fees or cancellation penalties. In addition, when rebooking for a future travel date, AMResorts® will extend one additional night complimentary to all vacationers.

Important Information:

  • Complimentary night is one additional night beyond the original booking duration.
  • Clients must be rebooked in the same room category as the original booking.
  • If the Deal Of the Day/Run Of House room category is not available for their new date, they must rebook into the base room category.
  • Guests also have the option to change to another AMResorts® property within the same brand (for example – Secrets Resorts & Spas to another Secrets Resort & Spa) in a different destination with no additional fee or cancellation penalty; the additional free night also applies in these cases.
  • If the rate is lower on the new travel date, the client will be refunded the rate difference.
  • If the client wishes to change brands (for example, Secrets to Breathless Resorts & Spas), they would be responsible for any price increase.
  • This offer is not combinable with any other promotions or the Rebook Now. Recharge Later. 125% Future Travel Credit offer.

Rebooking Instructions

To take advantage of “Move the Date, Keep the Rate” and claim the free night, please proceed as follows:

1. Make a new booking in VAX that corresponds to the length of stay of the new booking plus a free night. For example, if the old reservation was for a 4-night stay, make the new one for a 5-night stay.

2. Add “RLOC” to the Comments/Remarks section of the new reservation under “Hotel Requests.” You can find this under “Itinerary Tools,” after you expand the “Special Service Requests” area. Please note that this must be done at the time of booking on the checkout page after you enter your customers’ names.

3. Under the “Features” section, add the optional “Move the Date, Keep the Rate” + FREE Night feature.

4. Submit a payment of $1 to hold the booking.

5. Complete the attached Move the Date, Keep the Rate” form. In the Transfer Amount field, make sure to input the payment amount from the initial reservation. If you are unable to put your information in, go to the top and hit “Enable Editing.”

6. Email the completed form to the destination resort’s reservations team and copy distributionsupport@amresorts.com. Resort contact information can be found in the second tab of the attached Excel file. If the new booking is at a different property than the original, please send the form to the new resort only.

7. If your new package costs less than the original, please select the hyperlink that reads “Fund Request” and fill out the form to process the remaining portion.

NOTES: Clients are responsible for paying for any increase in price if the hotel brand is changed. If the new reservation is for a lower amount, please request a refund. You may do so by selecting the hyperlink at the top right that reads “Fund Request” and filling out the pop-up box. Input any notes, then click “Complete.” The customer is also responsible for any applicable supplier cancel/change fees.

Download the Move Date Form with Hotel Contacts for Land Only Bookings HERE