Travel Agent Self Help Guide

In uncertain times, you lean on certain processes, procedures, policies, and information. This Travel Agent 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. We hope that by providing these self-service options, we can help you increase your efficiency and speed to resolution, and together, begin to look forward to brighter days ahead.

 



Accounting forms

Rebook/recharge form - To request the bonus travel credit clicking here will take you to your rebook/recharge form.

Transfer form - Bookings departing after 7/31 or you choose not to receive the bonus FTC of 25% clicking here will take you to your transfer of funds form.

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.


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.



CANCELLING A RESERVATION
WITH TRAVEL PROTECTION PLUS
BW: ALL | TW: ALL

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 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.



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CANCELLING A RESERVATION
WITHOUT TRAVEL PROTECTION PLUS
BW: ALL | TW: ALL

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 prior to 5/8/20 for travel before 7/31/20 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: made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/20 fall under the guidelines of normal policies and procedures

Exclusive Nonstop Vacation Flights Packages
BW: Made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/20 fall under the guidelines of normal policies and procedures
New bookings must made by with travel completed by: 12/15/21

*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. DO NOT click on the “Fund Request” link.

7. Book the new reservation. Place at least $1.00 on this new booking to hold it.

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. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

12. The $1.00 you placed on the new reservation is sufficient to hold it 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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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: made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/20 fall into normal policies and procedures and reactivation fee would apply.

Exclusive Nonstop Vacation Flights Packages
BW: made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link.

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.

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

10. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

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

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: Made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made by with Travel Completed by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link

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

8. Book the new reservation for another scheduled air package or land-only booking for travel in 2020. 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. The client cannot book Travel Protection Plus on the new booking.

9. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

11. To hold the booking, place $1.00 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. 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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SCHEDULED AIR/LAND-ONLY WITHOUT TRAVEL PROTECTION PLUS:
DELAYED REBOOKING FOR 2020/2021 TRAVEL
Scheduled Air + Land Packages
BW: Made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made by with Travel Completed by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link

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

8. Book the new reservation for travel in 2020 or 2021 when the client is ready. Please note: Clients cannot book Travel Protection Plus on the new booking.

9. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

11. To hold the booking, place $1.00 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. 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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EXCLUSIVE NONSTOP VACATION FLIGHTS WITHOUT TRAVEL PROTECTION PLUS:
IMMEDIATE REBOOKING FOR 2020/2021 TRAVEL

Change Policy
BW: Made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made by with Travel Completed by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link

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: Clients cannot book Travel Protection Plus on the new booking.

9. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

12. To hold the booking, place $1.00 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. 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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EXCLUSIVE NONSTOP VACATION FLIGHTS WITHOUT TRAVEL PROTECTION PLUS:
DELAYED REBOOKING FOR 2020/2021 TRAVEL

BW: Made prior to 5/8/20 | TW: 7/31/20
New Bookings Made by with Travel Completed by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link.

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. Please note: Clients cannot book Travel Protection Plus on the new booking.

9. Move funds from your original reservation to your new reservation by clicking on the link found HERE. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

11. To hold the booking, place $1.00 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. 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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CANCELLING DUE TO A CANCELLED FLIGHT WITH TRAVEL PROTECTION PLUS
BW: ALL TW: Through 7/31/20

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. 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: ALL TW: Through 7/31/20

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
The 75% reactivation fee is waived for rebookings made through 05/8/2020*
Scheduled Air + Land Packages
BW: Made prior to 5/8/20 | TW:Through 7/31/20
New Bookings Made by with Travel Completed by: 12/15/20
Any bookings made after 5/8/20 fall under the guidelines for normal policies and procedures and reactivation fee would apply.
Exclusive Nonstop Flights Packages
BW: made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made by with Travel Completed by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link.

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. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

12. To hold the booking, place $1.00 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% Travel Protection Plus reactivation fee waived for*
Change Policy:
BW: Made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/8/20 fall under under the guidelines for normal policies and procedures; the reactivation fee would then apply.
New Bookings Made by with Travel Completed by: 12/15/21

*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. DO NOT click on the “Fund Request” link

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. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

12. To hold the booking, place $1.00 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: made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made & Traveled by: 12/15/21
*Any bookings made after 5/8/20 fall under the guidelines for normal policies and procedures; the reactivation fee would then apply.
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. DO NOT click on the “Fund Request” link.

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

8. Book the new reservation. Please note: Travel Protection Plus is not available for this rebooking.

9. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

11. To hold the booking, place $1.00 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 5/8/20 will receive travel credit for the amount as if they were owed a refund … plus an additional 25%!



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REBOOKING A CANCELLED FLIGHT AT A LATER DATE WITHOUT TRAVEL PROTECTION PLUS
Change Policy:
BW: made prior to 5/8/20 | TW: Through 7/31/20
New Bookings Made & Traveled by: 12/15/21
*Any bookings made after 5/8/20 fall 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. DO NOT click on the “Fund Request” link.

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

8. Book the new reservation. Please note: Travel Protection Plus is not available for this rebooking.

9. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

11. To hold the booking, place $1.00 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. 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%! 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.



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CHANGING THE HOTEL ON A RESERVATION WITHOUT TRAVEL PROTECTION PLUS
BW: ALL TW: ALL


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 “Modifications” tab

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

6. Click on “Hotels”

7. Choose the new hotel/room category, hit the “Select” button

8. 8. Review the Features section to ensure you have all of the desired features on the booking

9. Select the “Check Out” button

10. Accept the “Terms and Conditions” by checking the box

11. Hit “Complete Itinerary Change”

Note:Clients are responsible for paying for any increase in price. If the new reservation is for a lower amount, please request a refund. You can 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.” 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. The customer is also responsible for any applicable supplier cancel/change fees.



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CHANGING THE HOTEL ON A RESERVATION WITH TRAVEL PROTECTION PLUS
BW: ALL TW: ALL

1. Log in to VAX

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

3. Confirm any hotel penalties
   a. If hotel has penalties and you wish to try to avoid using the insurance call hotel to see if they will waive.
   b. If hotel waives penalties get an email from the person who waived and attach it to an email send it to TASupport@applelg.net
   c. If hotel will not waive penalties see additional steps below.

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

5. Scroll down to your Itinerary Tools, then click on the “Modifications” tab

6. Hit the “Change Component” button in that tab and wait for the confirmation screen to load

7. Click on “Hotels”

8. Choose the new hotel/room category, then hit the “Select” button

9. Review the Features section to ensure you have all of the desired features on the booking

10. Select the “Check Out” button

11. Accept the “Terms and Conditions” by checking the box

12. Hit “Complete Itinerary Change”

13. If the original hotel has charged penalties and you wish to apply the reactivated insurance email TASupport@applelg.net to add it to your reservation.

Note: Clients are responsible for paying for any increase in price. 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.” 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. The customer is also responsible for any applicable supplier cancel/change fees if the steps above are not followed.



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IMMEDIATE REBOOKING WITH 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 7/31/20
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. DO NOT click on the “Fund Request” link

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.Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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: Made prior to 5/8/20 | TW: Through 7/31/20
*Any bookings made after 5/8 fall into normal policies and procedures and reactivation fee would 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. DO NOT click on the “Fund Request” link

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

11. Move funds from your original reservation to your new reservation by clicking here for the Rebook Recharge Transfer Form. If your booking was made after 5/8/20, normal policies and procedures apply. If you choose not to accept the 25% bonus credit, use this form by clicking here.

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

13. To hold the booking, place $1.00 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. 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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AMResorts - MOVE THE DATE, KEEP THE RATE + ONE FREE NIGHT OVERVIEW (LAND-ONLY BOOKINGS)
Original Booking Window: Booked prior to 5/8/20
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: 6/30/20

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