Our Agency Fulfillment Policy

Purpose: The purpose of this Fulfillment Policy is to outline the procedures and standards that our travel agency adheres to in order to ensure a seamless and satisfactory travel planning and booking experience for our clients. This policy is designed to address the key aspects of service delivery, including inquiry handling, booking, payment, changes, cancellations, and customer support.

1. Inquiry Handling:

Response Time: We aim to respond to all travel inquiries within 24 hours on business days. Personalized Service: Each inquiry is assigned to a dedicated travel consultant who will tailor recommendations based on the client's preferences and needs. Comprehensive Information: We provide detailed information on destinations, accommodations, activities, and travel requirements.

2. Booking Process:

Proposal: After understanding the client's requirements, we provide a detailed travel proposal, including itineraries, costs, and terms. Confirmation: Upon client approval, we proceed with booking all travel components (flights, accommodations, tours, etc.). Documentation: All booking confirmations, itineraries, and relevant documents are sent to the client electronically, with physical copies available upon request.

3. Payment Terms:

Deposit: A non-refundable deposit is required to confirm the booking, the amount of which will be communicated at the time of booking. Payment Schedule: The remaining balance is due as per the payment schedule provided, typically 60 days prior to departure for standard bookings, however certain Cruise Lines and Tour Operators require 120 days out. This will be communicated before booking. Payment Methods: We accept payments via credit card, bank transfer using Zelle, cash, check and other secure payment gateways.

4. Changes and Modifications:

Client-Initiated Changes: Any changes requested by the client will be accommodated based on availability and may incur additional costs. All changes must be requested in writing. Agency-Initiated Changes: If changes are necessary due to unforeseen circumstances (e.g., flight cancellations, natural disasters), we will assist the customer as much as possible to not incur additional fees, however additional fees may apply.

5. Cancellations and Refunds:

Client-Initiated Cancellations: Cancellation requests must be made in writing. Refunds will be processed based on the terms and conditions of the booked services, with consideration of non-refundable deposits and service charges. Agency-Initiated Cancellations: If we need to cancel a booking due to force majeure or other significant reasons, a full refund will be provided, or an alternative arrangement will be offered.

6. Travel Insurance:

Recommendation: We strongly recommend that all clients purchase comprehensive travel insurance to cover potential risks such as trip cancellations, medical emergencies, and loss of belongings. Assistance: Our travel consultants can provide information on recommended travel insurance providers.

7. Customer Support:

Assistance: Although we are not a 24/7 Agency, you will be provided 24/7 emergency contact information in the event you need assistance when our office is closed. Communication Channels: Clients can reach us via phone, email, or our online chat service for assistance before, during, and after their trip.

8. Client Responsibilities:

Accurate Information: Clients are responsible for providing accurate personal information and travel preferences to facilitate smooth booking and travel arrangements. Travel Documents: Clients must ensure they have valid passports, visas, and any other required travel documents. Compliance: Clients must comply with the terms and conditions of service providers (airlines, hotels, tour operators) and respect local laws and customs.

9. Quality Assurance:

Feedback: We encourage clients to provide feedback on their travel experience to help us maintain high service standards. Continuous Improvement: We regularly review and update our fulfillment policies and procedures based on client feedback and industry best practices.

10. Privacy and Confidentiality:

Data Protection: We are committed to protecting client privacy and personal information in accordance with applicable data protection laws. Confidentiality: All client interactions and travel details are treated with the utmost confidentiality.

By adhering to this Fulfillment Policy, our travel agency strives to deliver exceptional service and unforgettable travel experiences for our clients. For any questions or further information, please contact us by email at info@insigniadestinations.com.