Our customers may choose from the following hotel categories:
Ideal for passengers seeking a clean and basic place to sleep in between sightseeing adventures, our 3-star hotel properties offer adequate levels of comfort as well as basic amenities. All rooms include a private bathroom.
3-½ star properties
This category of property is a 3-star (clean and basic room with a private bath room) with a few added bonuses. Many (though certainly not all) will contain additional hotel facilities such as a bar or restaurant.
Ideal for passengers who want to relax and spend a bit more time inside their hotel, our 4-star properties have very good value as they offer more amenities and services than 3-star hotels. Many contain elevators, porterage service, gyms, air-conditioning and in-house dining. All rooms include a private bathroom.
These properties are of the highest standard. The luxurious accommodations, superior service and location are unsurpassed. Many offer gourmet dining, fine bedding, concierge service and other amenities. All rooms include a private bathroom.
Can I submit special requests with my hotel reservation?
While we always aim to confirm our customers' specific requests, please note that rooms are assigned by the hotel's reception staff at the time of check-in. Should you have a particular request such as non-smoking, high-floor, street view, etc., we are more than happy to request this with the hotel at the time of reservation, but we cannot guarantee it.
What kind of room can I expect?
All of the accommodations we offer include private bathroom facilities that include sink, toilet, bathtub and/or shower. Room types and sizes vary by destination. Please keep in mind that within the continent of Europe, these hotel standards vary slightly from country to country. Additionally, hotel rooms in Europe are generally much smaller than in American or Canadian hotels, and for environmental reasons European hotels generally use less air-conditioning than American hotels.
If you request a single room, it will contain one smaller, individual bed, and the room itself will most likely be smaller in size than a twin or double room. Triple rooms are usually a standard twin (or double) room with an added roll-away bed or sofa bed. For your reference, please read these general guidelines for bed types:
Double: One double bed which sleeps two guests
Twin: Two individual twin beds; each bed sleeps one guest
Single: One individual twin bed which sleeps one guest
Triple: This depends on the hotel. Possibilities include three individual twin beds, in which each bed sleeps one guest or alternatively one double bed, which sleeps two guests + one roll-away bed (or sofa bed) which sleeps one guest.
Please note that queen and king beds are uncommon in Europe. While some 4-star and 5-star properties may have some of these larger beds, there is no guarantee as the availability is very limited. That being said, we are more than happy to make a specific request with the hotel should that be your preference.
Concerning room upgrades, many hotels often have superior rooms, executive rooms and suites available upon request. For the convenience of our customers who would like to upgrade their hotels rooms, our online booking system already has many upgraded-room rates loaded into its system. In some cases however, we will need to request the upgrade directly with the hotel and get back to you.
Please note that in general our hotel properties are unable to check in guests until 3:00pm. Should arrivals occur before this time, most hotels are more than happy to allow storage of baggage with the reception staff so that guests can begin sightseeing and other activities. Concerning the hotel's check-out time, while it is best to check reception for the exact time, most hotels require check out by 11:00am.
What does it mean if my hotel is "on request?"
When a hotel goes "on request" it means that we no longer have guaranteed allotment to instantly confirm the reservation. Please note that this does not mean we will be unable to confirm; it simply means that we need 48 hours to contact the hotel and confirm the reservation or to provide you with an acceptable alternative.
What happens when a property that is "on request" is unable to confirm?
Should a hotel be unable to confirm your reservation, we would work with you to find a suitable alternative, and if one could not be found, you would be permitted to cancel the reservation without penalty.
BED-AND-BREAKFAST PROPERTIES (B&B)
What types of properties are included in your B&B voucher program?
The properties vary and include townhomes, farmhouses, country homes and historic houses. Each property is unique and charming in its own distinct way.
Are there different categories of B&B properties?
Our B&B properties range from Approved to 5-star ratings and are all covered under the B&B voucher.
Where are most B&B properties located, and do any exist inside major cities?
Most bed-and-breakfast properties are located in the countryside or in small towns. While it is possible to find certain townhome properties in larger cities, in general they are located outside of the main tourist area. As this charming type of property is quite popular, it is recommended that you make your reservation request several months in advance.
Do all properties accept vouchers?
While a good many bed-and-breakfast properties accept vouchers, the vouchers are not accepted everywhere. For this reason, it is best to check in advance. Please note that B&B properties that do accept vouchers will always be denoted online by a green "V" symbol.
Does a voucher guarantee my client a bed?
Yes, but it doesn't ensure that your client gets to stay in his or her preferred location. Once you have purchased a voucher, it is important to go ahead and reserve a room at the preferred B&B. This is particularly important during high season (June-September) when countries like Ireland welcome many visitors.
Do my clients have to make reservations?
No, if your clients prefer to travel without reservations, the voucher should be sufficient. However, we always recommend making reservations in advance if a client wishes to stay at a specific property. Additionally, a reservation is highly suggested if your client requires any type of room beyond a standard twin/double, including triple, single or multiple rooms. Most B&B properties have a limited number of non-twin/double rooms, and some may not have them at all. For a stress-free experience, we recommend at the very minimum that travelers secure reservations for the first and last night of their vacation.
How do I make reservations for my clients once I have purchased their vouchers?
You have the choice of either making the reservations online for them - or of asking them to do it themselves. As soon as you make the booking we will provide you with the appropriate resources and websites to check B&B availability and amenities. You can then contact the B&B property directly by phone or email at your convenience.
What are the standard check-in and check-out times?
Rooms are generally available between 3:00 and 6:00pm. We recommend that you inform your client not to expect an early check-in as many bed-and-breakfast properties are run by families and consequentially only have one or two people managing them. Any guests planning to arrive after 6:00pm should notify the B&B so that their room is not given away. Check-out time is generally no later than 11:00am.
What is the difference between a standard and en suite room?
A standard room simply means that there is a shared bathroom. "En suite" means that there is a private bathroom in the room. There is no supplemental cost to confirm a room with a bathroom en suite; however, not all B&B properties have rooms with bathrooms en suite. Many bed-and-breakfast properties are quaint, historic homes that only have a few bathrooms in the entire property. For this reason it is important to determine which properties will best suit your clients' needs to prevent disappointment upon arrival.
What if I can't find a B&B in the area that I need?
In the event that you are struggling to locate a B&B in your clients' desired area, please call our After-Sales Department at 800-927-3876 and then select voice prompt 3. Our team will be more than happy to help you find a solution.
AIR & GROUND TRANSPORTATION
Can I upgrade my air ticket to business or first class?
Many carriers do offer business, first class, and premium-economy fares, and the additional cost for these categories is approximately $2,500-$5,000 per person. Frequent flyer miles and/or airline coupons cannot be used in conjunction with our airfares for the purpose of upgrades.
Will I receive frequent flyer miles from the airline?
While airlines generally do offer frequent flyer miles, it is not guaranteed on contract fares. You may inquire directly with the air carrier as to whether frequent flyer miles may be accrued. Please note that Europe Express is unable to assist in obtaining miles or credits from the air carrier.
Can I request advanced seat assignments?
Absolutely. You may submit your seat request during the booking process, and we will do our very best to confirm your request. Should we prove unable to confirm your preferred seating, please feel free to contact the airline directly.
Can I request special meals?
Absolutely. You may submit your meal request during the booking process, and we will do our very best to confirm your request. Should we prove unable to confirm your preferred meal, please feel free to contact the airline directly.
Do you offer air only?
We do not sell air only. However, the minimum land component varies per route so please inquire with our reservation specialists to find out the specifics for your itinerary.
What baggage fees can be expected?
Many airlines assess a fee for checked luggage, and these fees should be paid directly to the airline when checking in. Please be sure to check directly with the airline operating your flight. For example, if your flight was booked with United but operated by Lufthansa, then you should check Lufthansa's baggage-fee policy. Please consult your airline prior to departure for the latest fees.
You should also be aware that individual carriers may have different baggage restrictions for transatlantic flights than for inter-European flights. Inter-European flights tend to have more restrictions on baggage weight and luggage size than transatlantic flights and could result in excess baggage charges. In order to make the flying experience as pleasant as possible, it is important to check each carrier's baggage restrictions prior to traveling.
Do you need an international driver's permit to rent a car in Europe?
While it is not required to possess an international driver's license in order to rent a car, we strongly recommend obtaining one. In the event of an accident or traffic violation, having recognizable identification to present to the police will make things much easier. An IDP can be purchased from AAA or the DMV for only $15 and takes 4-6 weeks to receive.
Are automatic cars available in Europe?
While manual cars are more prevalent in Europe, automatic transmissions can be arranged. Follow these tips in order to get one:
Plan early and be flexible with pick-up and drop-off locations
Expect to pay more
Don't plan on doing a cross-country drop
Finalize all details before traveling rather than trying to upgrade after arriving at the destination
Is it possible to pick up the car in one country and drop it off in another?
No, our agreement does not allow for us to pick-up in one country and drop off in another.
Is a CDW (Collision Damage Waiver) necessary?
While this is up to the individual, it is better to be safe than sorry. When incidents occur in Europe, it may not necessarily be cheaper to purchase a CDW; however, having one can save time for you and your client, as trying to solve a car-rental problem from the U.S. can be challenging.
Will my clients have to present a credit card on spot?
Yes, most car-rental locations will request a credit card on spot to cover a damage deposit. This hold will be reimbursed once the car is returned without damage, but it can sometimes take 2-3 weeks.
Are there limits regarding where drivers may go?
Car rental companies often prohibit driving a car that was rented in Western Europe to many Eastern countries. Passengers should always check if the desired itinerary is allowed before traveling.
Do cars in Europe have internal GPS devices, or can one be rented?
Yes, a GPS can be requested when booking, but some locations will not guarantee them, stating that they are first come first serve. If your clients have a GPS here in the US or Canada, they may be able to contact the manufacturer and get it updated for use in Europe. This can be less expensive and will save your client the aggravation of getting used to new technology or ending up with a GPS that is in a foreign language. Also, a GPS may not always be the top tool for finding the way around Europe; in some places a good old-fashioned map may be the best option.
What can be anticipated regarding the size of cars in Europe?
It is always safe to assume that European cars will be smaller than cars in the US or Canada due to narrower streets, smaller parking places and more compact garages. Packing lightly and not exceeding the maximum amount of passengers will make for a more comfortable trip.
Which car rental companies does Europe Express use?
Europe Express works exclusively with Enterprise, the largest transportation solutions provider.
Are there additional fees for a car rental?
Yes, our rates include the car rental and the VAT taxes. The driver will be required to pay all other fees on spot. Common additional fees include (but are not limited to) drop fees, convenience options, safety options, location service charge, vehicle licensing fee, airport surcharges and road taxes.
Is there a deductible for the CDW (Collision Damage Waiver)?
Yes, depending on the car type and location, should any damage to the rental car occur, a deductible will be charged that cannot be waived. For this reason, it is advisable for clients to review all documents closely upon pick-up and drop-off of a rental car.
Can I book rail tickets and passes with Europe Express?
Yes, at Europe Express we regularly book all rail components. That being said, many travelers often have the misconception that rail passes are the most cost-effective way to travel by train in Europe. However, depending on your itinerary, the specific number of segments, and routing preference - at times rail passes can prove to be more expensive than buying rail tickets point to point.
Additionally, it is important to be aware that rail passes do not cover all costs. For example, seat assignments may be required on particular high-speed trains, or supplements may be required if a pass doesn't include all countries on your itinerary. Specialty trains or overnight trains can also often incur additional charges not covered by the passes. Therefore, it is a good idea to always compare the price and efficiency of point-to-point tickets with the cost of a pass plus all additional local fees before deciding which to present to your client.
Can I book seat assignments in advance?
Yes, you certainly may book seat assignments prior to your clients' departure. Oftentimes the cost of booking a seat assignment is already included in the rail ticket cost. However, not all tickets include seat assignments so it is important to clarify if one will need to be purchased in addition to the ticket. Many regional and local trains don't require seat assignments, and some trains don't offer them at all.
For some trains however, seat assignments are mandatory and must be purchased locally before boarding if they haven't already been purchased prior to traveling. This is especially important when someone is traveling with a rail pass. Although passes allow for flexibility, they do not guarantee travel if the train is full. Therefore to avoid confusion, when possible we recommend that you arrange seat assignments prior to departure.
Can I book an overnight train?
Yes, overnight trains are available on many routes throughout Europe. When taking an overnight train there are many choices and configurations with some trains having bunks, while others simply have seats that recline. Passengers often have the option of choosing how many people will share their couchette. European trains tend to be quite full so travelers should be prepared to share a compartment and bathrooms if they did not pay for private facilities. To avoid confusion or uneasiness, it is best to determine your client's expectations before booking any train passages.
What documentation is required for crossing over a border by train?
Regardless of how travelers get from one country to another, everyone will be asked to show proper documentation (passports/visa). On an overnight train the conductor may collect passports during boarding or shortly after, often not returning them until the following morning.
When will my client be asked to show their tickets?
Some trains require passengers to show their tickets before boarding while others will not check them until the train departs. The conductor will almost always ask to see tickets and seat assignments if purchased separately, so it's a good idea to always have these on hand and to be seated in the correct compartment/seat.
What is the difference between first and second class?
As there are over 50 different train companies throughout Europe, the amenities, costs, and quality of trains can vary greatly. Depending on your clients' needs and expectations, it may prove worthwhile to encourage them to upgrade to first class. As trains and routes do differ, it is essential to evaluate the specific amenities of each class before deciding what to suggest for a particular journey.
SIGHTSEEING & TRANSFERS
When will my extra services be confirmed?
At the very latest, transfers and sightseeing will be confirmed 30 days prior to departure. Please note that in order to confirm services, all details must be entered properly in our system.
How do my clients know where to meet for their services?
We have informational vouchers that contain detailed instructions on where and how passengers should meet their sightseeing/transfer providers.
When can I add travel extras?
All travel extras can be added as early as the quote process and as late as one week prior to departure. In special cases we may be able to confirm last minute services but this is subject to availability and can vary based on the type of service.
Can I book only a transfer or sightseeing?
Yes, you can book transfers and sightseeing without other services in the booking.
Does Europe Express offer any special products that I can suggest to my clients?
Absolutely. We offer a wide range of special products including river cruises, 100% customized sightseeing experiences, cooking courses, wine tastings, and much more. Additionally, if your clients are interested in non-traditional hotel properties, we also have special property-related products such as villas, farmhouses, Paradores, castles, bed-and-breakfast properties, etc.
How can I request custom product?
You are more than welcome to request any custom or specialty product that is not the system by calling one of our reservation specialists, who will be more than happy to assist you in processing a special request with our product team.
PAYMENTS, CHANGES AND CANCELLATION
May I pay net?
Absolutely. Please keep in mind that net rates can only be secured when using Agency Check or Agency Credit Card. These payments must be made at least 45 days prior to departure, and net rates must be requested at the time of payment.
How can I tell if my payment has been processed?
Once your payment has been processed properly, your booking will change to "Active" status. For your convenience all payment records can also be seen by clicking on the payments tab.
What are the change penalties?
Unless a passenger is purchasing additional services for a vacation package, a fee of $150 per person (plus any supplier fees) will be charged for any modification made to a reservation. Airline, hotel, rail, and car rental penalties may apply and may consist of up to 100% of the full price. Any modifications to a booking may result in the loss of a confirmed airline reservation or in an increased airfare which will need to be paid by the passenger. Please note that no changes are permitted 14 days prior to travel.
What are the acceptable forms of payment?
We will gladly accept the following major credit cards: Visa, MasterCard, Discover Card and American Express as well as cashier and agency checks (must be received 45 days prior to departure).
When is my final payment due?
Final payment is required 60 days prior to departure and will automatically be charged to the credit card submitted.
Is there any penalty for cancellation?
Cancellations 15 days or more prior to departure are refundable less a $150 per person penalty and supplier fees. Supplier fees may include but are not limited to airline, hotel, insurance, theater tickets, rail, and car rental. Cancellation of these items may be up to 100% of the full price. Escorted tours are non-refundable once paid in full. All bookings within 14 days of departure are non-refundable.
Can I make a deposit?
There is no standard deposit amount. Instead they are calculated for each individual booking. Deposit amounts will be stated on both the passenger and advisor invoices. If the passengers are traveling within 60 days, payment in full will be due at the time of booking.
Is there a copy of the invoice that excludes commission?
Yes for your convenience, online you have an option to select the client copy or the advisor copy of the invoice. The advisor copy will show commission and itemize the pricing, while the client copy will not show commission and will also combine all the services into one package price.
How do I print my travel documents?
You can print your vouchers online under each individual reservation. For your convenience, the vouchers can be pulled up in both PDF and HTML formats. Please kindly read below for detailed information on where to find them.
Where will I find the travel documents online?
Travel documents can be found under the reservation details. Please note, travel documents are prepared 30 days before departure.
When will the travel documents be delivered?
You will receive your travel documents 2-3 weeks prior to the date of the first service noted in the booking. Please note that if you have not booked everything through us - and your clients are departing earlier then the dates in our system - it is important to notify us of this at the time of booking.
Can I print the travel documents more than once?
Yes, you can print the documents as many times as you would like.
How will I receive my travel documents?
You will receive them either electronically or by FedEx. By default we will always send them to you electronically if there is nothing that has to be physically handled such as rail tickets or sightseeing passes. If you would like to receive physical documents but don't qualify to receive them free of charge, we are more than happy to mail them to you at an additional cost.
What should I do if my clients lose their documents?
While many vouchers can be replaced by simply printing another copy from our website, regrettably hard documents (including rail tickets and passes) cannot be replaced and will have to be repurchased.
I would like to print my client's invoice. Why is the option unavailable?
This selection will remain unavailable until an email has been sent informing you that your invoice is ready to be printed. Please note that the invoice is generally made available within 15 minutes of booking or quoting.
Am I able to edit your invoices?
Yes, the Word version of our invoices can be edited.
When will I receive my commissions?
Commissions are processed once a month for the past month's travel, so you will receive your commission the month following your client's travel experience.
May I add an advisor markup?
Absolutely, you may add an agency markup in the booking process at any time before final payment is due. You will receive 90% of the total markup with your regular commission check, while 10% is retained to cover internal costs and fees.
What does Europe Express pay in commission?
Commission levels vary based on the consortia relationship and the previous book of business. All advisors receive a minimum of 10% on land components and 5% on air.
REGISTRATION - NEW AGENCY/ADVISORS
What is the difference between agency and advisor registrations?
An agency registration is done by an agency owner who wants to register for an account associated with their IATA/CLIA or make changes to an existing account. The agency owner will act or assign someone to act as the administrator for the account, who can then add advisors as needed.
Registration should be done by the agency's administrator or can easily be done over the phone at the completion of a quote. If you don't know if you have an account, you can use the "forgot password" function.
What is the difference in the procedure?
Agency owners - If you are an agency owner and would like to register your IATA/CLIA number, you will need to complete the new agency form and then fax it to the number indicated on the form.
Advisors - If you are an advisor and would like to register, you will need to contact your agency's administrator in order to establish an account and login. If your agency has yet to register for an account, you are kindly requested to ask your agency's owner to complete a registration form in order to establish your correct commission. Should you need a quote immediately, please call our reservation specialists who will assist you with the quote. Please note that your commission will not be calculated until the registration form is completed. If your agency's owner does not know if he or she has an account, please ask him or her to contact our reservation specialists.
Do I need to be a travel advisor to book through Europe Express?
Yes, in order to make bookings you will need a unique Customer ID, which can only be received through a registered account, which can only be established with an IATA/CLIA.
Why is the W-9 required to set up my agency's profile?
In order for us to pay commission to your agency, due to IRS requirements we require your W9 and your federal tax ID number.
I have booked Europe Express in the past, but I cannot find or remember my password, how do I get/reset it?
If you have forgotten your password, please utilize the "Forgotten Password" link on our homepage and it will be emailed to you. You will then be able to login using your email address and password.
How can I change my password?
Your password should consist of 6 to 20 characters. A pop-up will appear informing you that you have successfully changed your password.
We have several employees that are no longer employed with us. How can we have them removed from your list of our agency's advisors?
In order to disable former employees from having access to the site using your agency's credentials, we require an email from your agency's owner or manager. In the event that the former advisor has future bookings on file with us, we will also require the name of a registered user who will assume these bookings so that we may transfer them to the appropriate advisor's profile.
I recently have transferred to another agency. Can I change my account?
When advisors are transferred to other locations, the advisor must re-register using their new office's credentials. Please ask your manager for their Customer ID and you will be able to register your email address using your new agency's information.
Since I have transferred, is it possible for me to take my future bookings with me?
We will require a letter from your former agency's owner or manager in order to transfer any future bookings to your new agency.
Do you have brochures?
We no longer produce paper brochures as our business primarily consists of FIT bookings and customized tours - which once created, quickly become outdated. At this time almost all of our pricing is available online and can be accessed via your online account 24/7. We also host a variety of additional resources including destination guides, sample itineraries and tutorials on our website. We do understand your need for paper collateral and are in the process of expanding our online resources to include printable versions of many documents which can be used in your office. We plan to continually roll out additional resources that you can use at your convenience, please let us know if you have any additional questions or needs.
Will my clients need a passport and/or visa?
It is the sole responsibility of each passenger to obtain the necessary documents for travel, including passports and visa. For U.S. citizens a valid passport is usually sufficient for travel to Europe; however, some destinations do require a visa. Visa requirements change without notice and vary by nationality. It is therefore the responsibility of each traveler to find out if a visa is required.
Is a credit card required for travel?
No, but we strongly recommend that your clients travel with a valid credit card. Hotels and car rental companies may require a credit card for deposit or incidentals at the time of check-in/pick-up. The amount of this charge varies depending on the hotel/car rental company.
Can I enter the flight information for my clients' transfers online?
Yes, you can add these details to any existing reservations.
Can I amend bookings online?
You are able to amend options however; active bookings will only allow you to add product, not to subtract it. Should you need to make any changes beyond what is available online, please call our reservation specialists for assistance.
Can I update passenger names and passport information online?
Absolutely, you will only need to open the booking in question and select "passengers" in order to make the necessary changes. Please note that if the booking is "active" (confirmed), any changes will be sent to our customer care team for review prior to the changes taking effect.
Can I send a message to you online regarding a booking?
Yes, simply open the booking in question to be given the option of sending us a message. Our customer care team will get in touch with you as soon as possible.
What browsers are compatible with the Europe Express website?
You can use Chrome, Firefox, Safari, Internet Explorer 9 and above and many other alternate browsers to navigate our site.
How can I get additional training on how to use the Europe Express website?
If you would like step-by-step or video instructions on how to quote or book on our website, please visit our tutorial library. For more information and destination training, please visit our Resource Center.
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