Frequently Asked Questions
How do I log out?
Click "My Account" in the top right of the page to access your account page. Once there, select the "Logout" link below your profile photo.
How do I pay in a different currency?
To change your preferred currency, go to your account page. On the "Profile" tab, use the Preferred Currency dropdown menu to select your currency from the available options. Make sure to click the "Update" button at the bottom of the page to save the change.
How do I reset my password?
If you do not remember the password to your account, you may reset it by following the steps below:
1. Click "Sign In" at the top right of the homepage.
2. On the next screen, you will be asked to enter your login information. Click the "Forgot Password" button.
3. When prompted, enter the email address associated with your account to generate an automated email with a reset password link
4. Go to your inbox to retrieve the reset password link. Click that link and follow the steps to reset your password.
Are there special rates for children and students?
Pricing varies from tour to tour. Many tours do offer special rates for children, students, and seniors. If special rates apply to your tour, those will be listed in the pricing section on the right side of the tour page.
Can I bring/store my luggage while on the tour?
If you need somewhere to store your luggage securely during your tour, it's important to confirm in advance whether the tour operator has that capability. If it's not clear from the tour description, please send an email to support@projectexpedition.com and a member of our support team would be happy to look into it for you.
Do prices save when I add tours to my wishlist?
When you add a tour to your wishlist, you are saving a link to that tour so that you can find that tour page at a later date if/when you are ready to book. Adding a tour to a wishlist does not place that tour on hold or "lock in" the current pricing.
While tour prices should be relatively constant, tour operators - like all businesses - encounter occasional changes in their cost structure and must adapt their pricing accordingly. These changes are typically introduced at the start of a new season or calendar year, but not always. Additionally, many tours are priced in the operator's local currency. As a result, prices displayed will vary slightly in accordance with exchange rates.
Do you offer excursions specifically for cruise passengers?
Yes. If you're cruising, we encourage you to make use of the "Shore Excursion" search filter to focus your results on tour options that offer a cruise-friendly refund policy or back to ship guarantee (or both). You can find the "Shore Excursion" search filter listed under the filter header labeled "Type".
Many tours not labeled specifically as shore excursions may be perfectly suitable as well. Whether you select a shore excursion or a standard tour, make sure to check the start time and duration of the tour to ensure you have plenty of time to return to your ship before it departs. We strongly advise selecting tours that enable you to return to the cruise port at least two hours prior to the ship's departure time.
Do you offer private tours? What about small group tours?
Yes, we offer both private tours and small group tours. If a tour is listed as "private" then, by definition, that means the tour will be provided for just you and your party, no additional guests.
Sizes for "Small Group" tours, on the other hand, vary from tour operator to tour operator. You'll find that "Small Group" tours typically offer max group sizes that range from 6 to 20 participants, with most falling somewhere in the middle. Check the "Maximum Quantity" field listed just below the tour calendar to find the max group size for your tour.
Do your tours have age restrictions?
Age requirements vary from tour to tour. Please check the "Restrictions" section at the bottom of the tour page to find out more about the age policies for your tour.
How close to the tour departure can I make a reservation?
You can make a reservation as long as your date is listed in the tour calendar. On the right side of the tour page, click "Check Availability" to open the tour calendar and browse available dates. If the date you need is not listed, the tour is unavailable or no longer accepting reservations.
We strongly recommend booking at least a few days in advance, if possible, because popular tours can sell out at a moment's notice.
How do I interpret the "Prices From" rate?
The "Prices From" rate listed at the top of every tour page is based on a group size of 4 people (our average booking size). Per person prices can vary widely depending on the number of guests so this figure is here to help approximate what a typical group might expect to pay.
The actual per person price may be lower or higher than this rate. To find out the exact price for your tour, use the dropdown menu on the right of the screen to select the number of guests attending. In some cases, there may be separate dropdowns for children, students, and/or seniors. Select the total number of participants using one or a combination of these dropdowns, as needed, and the total price will automatically update below.
How do I know if hotel pickup is available for my tour?
Each tour page has a "Meeting/Transit Details" section. Navigate to that section (typically about halfway down the page) to find out where your tour meets and if hotel pickup is available. You will be able to provide the name and address of your hotel in the "Accommodation" field on the checkout screen.
Hotel pickup is often complimentary, but in some cases there may be a surcharge. Please read the tour description carefully to determine the policies that apply to your tour.
How do I narrow my search to find the best tours for me?
We offer an extensive array of search filters to help you hone in on the tours that best meet your interests and needs. If you would like to learn more about how to use these search tools most effectively, check out our how-to guide for search tips.
I'm a solo traveler. Can I book tours with you?
Yes! Most tours have specific policies regarding their minimum and maximum group sizes. Navigate to the availability calendar on the right of the screen to find the "Minimum Quantity" and "Maximum Quantity" fields listed just below. If these fields are not listed, the tour does not advertise a group size requirement. Feel free to reach out to us at support@projectexpedition.com if you would like to verify the tour policy before booking.
If you're traveling alone and the tour requires two or more guests, you will indeed be able to book that tour. Be aware, however, that the tour will only run if other bookings are received for that same date and time; in the event that your tour cannot be confirmed, a member of our team will be in touch by email to coordinate alternative options or, if necessary, arrange a refund.
I'm not seeing transfer results. Why is that?
If you're not seeing results, then review the suggested "Tips for Searching" at the bottom of the transportation page. This list addresses the most common transfer search issues and should be a helpful aid for troubleshooting problems you encounter. If you're still unsuccessful, then it's likely that the route you're searching for is not covered by one of our many local transfer partners. However, please don't hesitate to reach out to us. A member of our team would be happy to double check.
If the calendar is blank, is the tour unavailable?
Some tours are seasonal and only run during select months. Use the calendar on the right of the tour page to navigate to earlier and later months to verify that the tour calendar is in fact blank. If no dates are listed, the tour operator may need to update or reconnect its calendar. If this is so, please reach out to us at support@projectexpedition.com so that we can get that calendar back up and running. A member of our support team will email you as soon as the calendar dates have been restored.
What is your cancellation policy?
Cancellation policies vary from tour to tour. Some tours may require you to cancel only a few days prior to the tour date, others may require more than a month's notice. Some tours (although relatively few) are completely nonrefundable. You can find your tour's cancellation policy in green text on the right side of the screen, just above where the total price is listed. Your tour's cancellation deadline will also be prominently displayed on your booking voucher which you will receive by email shortly after making the reservation.
How do I leave a review for my tour?
Our tour partners depend on your feedback to provide the best possible experiences. X days after your tour date, you will receive an email request to rate and review your tour experience. If you have booked multiple tours, you will receive a separate review request for each one.
What happens if the weather is poor on the date of my tour?
Weather policies vary from tour to tour. The decision to run the tour is at the discretion of the tour company and they, or Project Expedition, will contact you by email or phone in the case of a cancellation. If your tour has a specific weather policy, you can find that in the tour "Disclaimer" located at the bottom of the tour page. Some tours will run rain or shine so be prepared to brave the elements if you don't receive any communication beforehand. When in doubt, you can always contact the local tour company to verify the tour status - their contact details will be listed on your booking voucher.
What should I do if I cannot find my guide or driver?
As a first step, double check your voucher to ensure you're at the correct meeting point. The "Notes From Tour Operator" section on your voucher should detail exactly where you should be and at what time.
If you're in the correct location and you cannot find your guide or driver, call the local tour operator. The name and contact details for the tour operator can be found in the Tour Operator section of your booking voucher. If you have trouble reaching the tour operator, please contact the Project Expedition support team at +1 855-782-3006 and a member of our team will be ready to assist you.
Where do I go to start my tour?
You can find meeting point information on the tour page under the "Meeting Location/Transit Details" section.
If you have an existing reservation, refer to the "Notes from Tour Operator" section in the top right of your voucher for detailed instructions. The notes on your voucher should supersede all other written instructions (including those on the tour page).
How do I qualify for a refund through the Flight Friendly Refund Policy?
To qualify, follow the steps below:
a. For minor flight delays: Your driver will monitor the flight and adjust the pickup time accordingly.
b. If your Arrival Flight is canceled or a connecting flight disruption causes you to miss your Arrival Flight and you’re rebooked to arrive the same day as originally scheduled, notify the Operator or Project Expedition. If the new flight cannot be accommodated or you're rebooked on a different date, cancel your transfer before the original pickup time at https://pe.tours/manage. If you do not cancel prior to your transfer’s pickup time, you will not be eligible for a refund.
The Flight Friendly Refund Policy does not apply to changes announced before the cancellation deadline. Project Expedition reserves the right to request evidence or proof of your confirmed airline booking, flight itinerary, flight confirmation, flight delay, or flight cancellation. If you are unable to provide this evidence when asked, you may be considered ineligible for a refund through this policy.
How do Upgraded Refund Terms differ from the Flight Friendly Refund Policy?
The Upgraded Refund Terms provide for a refund for many more reasons than just flight disruptions. Filing a claim via the Upgraded Refund Terms policy also protects the travel advisor commission (if relevant) while a refund through Flight Friendly Refund Policy does not.
Is the Flight Friendly Refund Policy an insurance policy?
No, the Flight Friendly Refund Policy is not an insurance policy, it is a unique feature of our cancellation terms that provides an additional benefit for travelers impacted by arrival flight disruptions.
What types of transfers are eligible for the Flight Friendly Refund Policy?
Transfers that pick up from an airport are eligible for the Flight Friendly Refund Policy when there is a last minute flight disruption that occurs *after* the cancellation deadline (flight changes in advance of the cancellation deadline do not qualify as you can cancel for a full refund if you cannot modify your booking). A refund can only be approved if the booking is cancelled via the manage bookings page and there is a valid flight disruption.
When is the deadline to be eligible for Flight Friendly Refund Policy?
Your transfer must be cancelled before the original scheduled pickup time. If you do not cancel your transfer, we cannot review the booking for a refund via the Flight Friendly Refund Terms.
Can I make a booking over the phone?
All bookings must be made online. Once on the tour page, select your date and time from the calendar and input the number of people in your group by using the dropdown menu below. Then click "Book Now" to navigate to the checkout screen where you can enter your payment and contact details as well as any special notes for the tour operator.
Of course, if you run into any issues, please don't hesitate to pick up the phone and call us. A member of our support team will be available and happy to guide you through the process.
Can I pay a deposit now and the balance later?
To make a reservation, full payment is required at the time of booking. A few tour operators require payment in person on the day of the tour. In those cases, Project Expedition will request a deposit to secure your space on the tour; the remaining balance will be due in person when you arrive for your tour.
Can I split payment using more than one credit card?
Yes, our split payment feature is easy to use and especially handy when splitting payments across large numbers of individuals or groups within your party.
To split payment, follow the below steps:
1. Select the "split payment" option on the checkout screen
2. Enter the credit card details and the amount you would like to charge to that card. Click "Submit"
3. Repeat the step above using the next credit card.
4. Continue to enter additional cards and amounts until the balance has been fully paid.
How do I book multiple tours at one time?
To book multiple tours at once, follow the steps below:
1. Click the "+ Cart" button (above the availability calendar on the right of the page) to add the first tour to your cart
2. Repeat the above step for each additional tour you would like to book
2. Click the [insert cart icon] in the top right section of the screen to view your cart. Here you should see all of the tours you added.
3. Click the "Select" button below each tour, then select the "Check Out" button at the top of the page to proceed to the checkout screen and complete the transaction.
Please note that on the checkout screen, you will need to provide dates, times, and traveler names separately for each individual tour.
How do I receive my booking confirmation?
You will receive a booking voucher by email soon after submitting payment. Tours listed as "Instant Confirmation" will be confirmed automatically and those vouchers will read "Confirmed" right away.
Other tours require the tour company to manually confirm the reservation. The status on those vouchers will read "Pending Confirmation" at first. Once the tour company officially confirms the reservation, you will receive a second voucher copy by email. This copy will read "Confirmed" and will contain details about where and when to meet your tour.
Troubleshooting Declined Credit Card Transactions
General troubleshooting tips:
- Most error messages regarding declined transactions come directly from the bank, not the Project Expedition system, so the most common cause of declined transactions on our website is due to the client’s bank blocking the payment from going through. Have your client call their bank to authorize the charges.
- Make sure to type out the credit card information - copying and pasting into the credit card fields often leads to declined transactions.
Troubleshooting zip code errors:
- Double-check that the zip code matches the billing address attached to the credit card.
- If you have a Canadian postal code, you will need to enter only the 3 digits followed by 00 into the zipcode field. For example, L3Z 1C1 would be formatted as 31100.
Can I cancel my tour?
Tour cancellation policies vary from tour to tour. Most tours can indeed be canceled for a full refund, but it's important to read the tour description to understand how many days' notice is required. Tour cancellation policies are listed on the right side of the page (in green text) just above where the total price is displayed.
If you've booked your tour already, you can find the cancellation deadline on your booking voucher in the Payment Summary section.
Do I need to re-confirm my reservation?
Re-confirming a tour or transfer is never required unless you are explicitly directed to do so in the "Notes from Tour Operator" section on your booking voucher. Otherwise, if your booking has already been confirmed, you're all set!
How do I make a change to a reservation?
The easiest and fastest way to modify a booking is to submit your request online via the 'Manage Bookings' page. The 'Manage Bookings' page can be accessed in three different ways:
1. Visiting pe.tours/manage
2. Clicking the 'Manage Bookings' link at the top right of the page on projectexpedition.com
3. Going to 'My Account' (if you have a registered account) and locating your booking under the 'Bookings' tab and then selecting 'Manage Reservation'
As soon as the requested changes have been approved, you will receive an updated copy of your voucher by email. Please note that some changes - such as adding guests to a reservation - may require additional payment. If that's the case, a member of our support team will be in touch via email to coordinate.
How do I request a refund?
The easiest and fastest way to cancel a booking is to submit your request online via the 'Manage Bookings' page. The 'Manage Bookings' page can be accessed in three different ways:
1. Visiting pe.tours/manage
2. Clicking the 'Manage Bookings' link at the top right of the page on projectexpedition.com
3. Going to 'My Account' (if you have a registered account) and locating your booking under the 'Bookings' tab and then selecting 'Manage Reservation'
How do I update my pickup info for a future transfer?
Due to the way our transfer partners operate, the only way to modify an existing transfer booking is to cancel completely and re-book. Keep in mind that your driver will be monitoring the status of your flight, train, or cruise ship for updated arrival information. As a result, it's not necessary to cancel your reservation in the case of a delay, but only if you have changed flights, trains, cruises or are traveling on a different date.
How long do refunds take to process?
Refunds can take 5-7 business days to appear in your account. However, some credit card companies have different processing times. If you have questions, or need to follow up on a refund, please contact us at support@projectexpedition.com.
Can I add Upgraded Refund Terms after I have made my booking?
No, unfortunately if you would like to purchase Upgraded Refund Terms, you must do so on the checkout screen at the time of purchase. It is not possible to add the upgrade to your booking retroactively.
Do Upgraded Refund Terms include COVID-19 related circumstances?
Upgraded Refund Terms include some common scenarios related to Covid-19 including:
• Infection (you or someone in your immediate household contracts Covid-19)
• Hospitalization or death of an immediate family member due to Covid-19
• A change in pre-existing medical condition that results in a doctor recommending that you do not attend due to risk of exposure to Covid-19
Please note that Covid-19 related government travel bans are not considered a refund eligible event.
How do I apply for a refund with my upgraded terms?
Applying for a refund with your upgraded terms is simple and straightforward.
Cancel your booking online via the Manage Bookings portal (pe.tours/manage) and then follow the prompts to file a claim. The online refund application form (which can be accessed anytime by visiting refundable.me) will require some basic information about your reason for canceling as well as evidence to document that reason.
Once your claim has been validated by our partner, you will receive a 100% refund directly to your bank account. Typically refunds are processed within 72 hours of form submission.
What are Upgraded Refund Terms?
Upgraded Refund Terms are an enhanced set of terms and conditions that make refunds possible when they often would not be provided.
If you select Upgraded Refund Terms with your booking, you may be eligible for a 100% refund if you cannot attend your booking for a wide range of unforeseen and/or emergency circumstances, even when the official cancellation deadline for your booking has passed. Please see the additional FAQs in this section for more information about eligibility and the refund application process.
Please note that Upgraded Refund Terms are administered by a third party and Project Expedition is not responsible for decisions made regarding an application for a refund.
What circumstances are excluded from the Upgraded Refund Terms?
Any circumstance that is not detailed in the Terms & Conditions and cannot be considered an unforeseen and/or emergency circumstance will not be eligible for a refund. We cannot give you a full list of exclusions due to the fact that “emergency circumstances” are considered on a discretionary basis. However, generally “I don’t want to attend/don’t feel like attending” is not a valid reason for a refund.
What happens if my circumstance is not included in the list of covered events?
If you feel your circumstance is “unforeseen” and/or an “emergency” but you cannot find it in the list of qualifying events, then we recommend you still apply via the online application form. The circumstance will be considered by our partner’s consumer-centric refund team. If it is found that your situation is not classified as an emergency or unforeseen, your refund application will likely be denied.
What is considered an emergency or unforeseen circumstance?
Upgraded Refund Terms cover a wide set of circumstances that may prevent you from attending your booking, including (but not limited to):
• COVID 19 infection or isolation
• Illness / Injury
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of Immediate Family Member
• Public Transport Failure
• Scheduled Airline Failure
• Mechanical Breakdown
• Jury Service/Court Summons
• Home Emergency
• Armed Forces & Emergency Services Recall
• Adverse Weather
• Relocated for Work
• Theft of Tickets
• Changes to Examination Dates
• Emergency Circumstances
The term “emergency circumstances” is purposefully broad to include an extensive range of possible situations you may experience. Determinations about what qualifies as an emergency circumstance will be made on a case-by-case basis.
