Last update, May 1, 2023
All reservation requests must be made by the travel agency chosen by the client, by means of a written note in which the hotels, tours, circuits, or any other required service are clearly and precisely detailed. Likewise, the full names and passport numbers of all passengers must be indicated. Once confirmed in writing by the operator Up Travel Online, the request, "the client" must pay the tour operator abroad, through the travel agency and Up Travel Online, a deposit of twenty percent (20%) of the total price. Failure to pay this deposit implies the automatic cancellation of the confirmed services. The balance must be settled between ninety (90) and ten (10) days before the start of the provision of services, according to the rules of each country and/or service provider abroad. Exceptions are those events that due to their type are considered exceptional and therefore require stricter payment policies. This will be duly clarified in the confirmation of the services. In the case of programs with payment at destination, only the service charge will be charged by Up Travel Online, the total amount of which may not exceed six percent (6%) of the value to be paid abroad. If modifications or cancellation of the reservation are made by "the client", the operating cost that this generates will be charged. The documentation for the trip is uploaded to our website http://up-travelonline.com/ a file enabled for "the client". When "the client" requires that the documentation be sent physically and is domiciled in a city in the interior of the country, the documentation will be sent with payment to the destination, and the travel agency must add this cost to its service charge
All prices include the expenses that exist to make reservations and obtain responses. If modifications or cancellation of the reservation are made by "the client", the operating cost that has been generated up to that moment will be charged. In the case of special itineraries, 25 dollars will be charged per person and per destination included in the package or program, values that will increase if changes have occurred before proceeding with the cancellation.
All sale prices are published in US dollars, depending on the most used currency in the geographical area. In those countries where the parity of the local currency fluctuates against the Dollar, prices are subject to adjustments if there are changes between the currency parities, or due to increases in domestic prices. The air fares included in the programs that so indicate are those in force at the time of printing this manual, therefore, if increases or decreases occur later, they will be applied. The prices of the extensions of the tours are valid only to be sold together with the basic program. The validity of each price indicates the last day to return. Any departure that extends beyond the effective date may have a supplement or discount in the price.
The published price for a single room is for a minimum of two people traveling together. When "the client" travels alone in a program, he must pay a supplement for the difference in transfers and excursions that must be provided privately.
a) accommodation in the indicated hotels or of a similar category and price, as confirmed before departure and as they appear in the vouchers or other travel documents that are delivered to "the client"
b) accommodation taxes that are created at the time of printing the brochure or manual;
c) the meals indicated in the text of the itinerary, always based on fixed menus, not à la carte;
d) the transfers, visits and excursions that are mentioned;
e) the terrestrial, air or maritime transportation that is detailed;
f) local guide and/or companion -when so indicated-;
g) any other service that is expressly indicated.
Taxes or rates that could be created by the Panamanian authorities after the printing of this manual or brochure; airport taxes or exit taxes from the countries that apply it; the "city tax" that various cities around the world charge directly to guests; expenses or documentation procedures; extras of a personal nature (such as washing and ironing clothes, meals not mentioned, drinks, telephone calls, charges for special services in hotels -such as use of safes, cable channels, movies, etc.-); costs for handling excess baggage and in general any service that has not been expressly detailed.
The air tickets included in the tourist packages are valid to travel on the dates for which they have been confirmed and that are indicated in their issuance. Once issued, air tickets may not be refundable if the trip is not made on the scheduled dates. Some airlines, at certain times of the year, authorize date changes before starting the trip, upon payment of a penalty. In the case of delays due to force majeure, the intervening airline acts in accordance with these rules, granting, in replacement of the accommodation that the client no longer receives abroad, the meals and the necessary accommodation until it can be transported to its destination. "The client" must have insurance to cover the expenses that arise from any cancellation of flights due to weather reasons.
Unless otherwise indicated, the excursions of all the programs are provided based on regular services, in vans, minibuses or Pullman tourism cars. The visits are panoramic and include entrance fees to monuments or places of interest, when so mentioned in the tour. Regular excursions generally begin and end at a central point within each city, and the client must travel on their own between the hotel where they are staying and that point, both on the way out and on the way back. In case the client requires private services, the respective supplement will be quoted according to the number of participating passengers.
Those programs that include tips to porters in hotels and airports, have special mention in this regard. For groups, tips to porters in hotels are included for 1 suitcase per person, unless otherwise indicated; This is not the case at airports since most of them do not have this service because they have replaced it with trolleys. Tips for drivers and guides are not included and it is normal to give them when the service has been according to expectations. It is use and custom, before a good service, an amount of 4 Dollars per person and per day for both the accompanying guide and the driver and 3 Dollars for local guides.
In all cases the transfers will be made only once and to the flights and times that have been informed to us. If passengers arrive on a different flight or more than an hour later than the scheduled time, they must go to the confirmed hotel on their own, without the right to reimbursement for the paid transfer. (When there are connecting flights in Europe, unless there are 3 hours of time between one flight and another, we recommend not taking the arrival transfer included since experience indicates that the connections are lost and therefore the transfer as well. In addition, In European airports there are enormous facilities for the provision of transfers at convenient prices). Included in the price of the transfers is the transportation of 1 normal size suitcase with a maximum of 25 kilos, plus a handbag with a maximum of 8 kilos, per person. If there is additional luggage that does not fit in the vehicle assigned for the transfer, "the client" must pay the supplement for its transportation in an additional vehicle.
The rooms are normally delivered after noon (some hotels have 3:00 pm check-in time). If passengers arrive before the scheduled time, the delivery of the rooms is subject to the availability of space and the policy of each hotel. On the day of departure, the rooms are also paid for until noon, so, in the event that "the client" wishes to stay longer in the room, they must notify the hotel reception and make the respective arrangement. "The client" must take into account that, if no prior arrangement is made, staying in their room beyond the statutory check-out time implies the automatic charge of an extra amount.
Any cancellation of a confirmed program must be made by the client in writing and through the travel agency where the reservation was made. Any cancellation of a confirmed program in the form requested by "the client" has expenses for processing and communications, which varies according to the destination or complexity of the reservation. For terrestrial circuits, the cancellation fees charged by foreign operators are as follows: More than 30 days before departure: normally there are no charges and, if any, they are indicated at the end of the itinerary; between 29 and 16 days before departure: 250 Dollars per person; between 15 and 10 days before departure: 350 Dollars per person. Within 10 days before departure, and once the trip has started, the expenses will be variable, and may reach 100 percent of the total value of the program, depending on the type of itinerary in question and the tourist season in which it takes place. are making the trip. The change of date of a confirmed program does not eliminate the cancellation fees that may correspond to the confirmed departure, but rather it is considered a new reservation. There are programs that have stricter cancellation conditions; In these cases, they will be informed at the time the reservation is requested, so that "the client" is duly informed before entering the risk period of incurring the charge. When "the client" desists from carrying out a trip that he had already contracted and canceled, the organizing operator will reimburse the balance, through the respective travel agency, after deducting the penalty applied by the company providing the services and the own benefit.
Any refund request must be made by means of a note from "the client" through the travel agency from which the trip has been contracted, no more than thirty days after the completion of the services provided by the organizer. Our administration department will verify the veracity of the request in the shortest possible time and, if applicable, will make the refund, always through the respective travel agency. Please take into account that NO REFUNDS WILL BE MADE FOR VOLUNTARILY UNUSED SERVICES AND THAT THE NIGHTS OF GROUP CIRCUITS CANNOT BE REPLACED since they are part of a "package price". The services that are not provided as a result of failures or misunderstandings caused by changes voluntarily made by "the client" once the services have started, will not cause any refund.
The client is solely responsible for their documentation. You must be provided with a valid passport and the required visas according to the chosen itinerary. When applicable, you must have the necessary vaccinations and health permits. Failure to comply with these requirements by "the client" will cause the loss of the right to any refund and suffer the consequences of its omission. The same happens when the authorities of any country refuse to allow your entry for any reason.
The luggage and other personal effects of "the client" travel at their own risk and expense, therefore, under no circumstances, neither the selling agency nor the organizer will be responsible for any loss or damage thereof. It is recommended that "the client" hire an assistance card or an insurance policy to cover this risk and other inconveniences inherent to the trip (health, accidents, loss of money). Given the great boom and specialization in the matter of robberies and thefts, at no time should cameras, jewelry, documents, and other valuables be neglected. In almost all hotels there are safe deposit boxes, the service of which is free or at a minimal cost. "The customer" is also solely responsible for purchases that could be made in stores or other businesses during the time of the excursions.
The organizer may, for reasons of force majeure (strike, weather phenomena, terrorist acts, unforeseen political events), fortuitous or security events, modify both the itinerary and the hotels for others of a similar category and comfort. as well as the departure time of the trips, prior communication to "the client". If a confirmed hotel registers overbooking, "the client" will be accommodated in a hotel of a similar or superior category.
In Europe, South America, and Japan, it is common for hotels to have one bed per person (except for married couples), with a maximum of 3 people per room. In these establishments, children under 12 years of age and over 4 years of age pay -with few exceptions- the same as an adult. In the United States, Canada, Mexico, the Far East (except Japan) and the South Pacific, it is usual for hotels to have two double beds and allow accommodation for up to 4 people, in existing beds. In the case of couples, they usually grant rooms with a King size bed. Hotels that apply a family plan allow two children under 12 years of age to stay at no additional charge, with two adults in the same room, using existing beds. If an additional bed is required, the amount thereof must be paid directly by "the client" to the hotel.
The programs whose tours are carried out in a Pullman car, minibus or van have special characteristics that are important to be known by the client: * Hotels: In some cities, the hotels that are used are usually not centrally located . This is due both to the circulation limitations that exist for buses not based in that city, and to the low capacity of the downtown hotels. In cities that have a historic center, modern hotels, which are used for tourist circuits, are mainly built in semi-central or peripheral areas, always well connected by public transport to the central area. Likewise, if the group's stay in a city coincides with a large congress, fair or event, in which the hotels devote all their capacity to it, the accommodation may take place in a nearby city. In tourist, superior tourist and first standard category hotels, there is a tendency to reduce staff, which has led to the elimination of certain services; constituting the clearest examples of room service and porter service. * Rooms: In Europe, given the small size, triple rooms are not recommended since the third bed is usually an added cot, which occupies the space for luggage. * Breakfast. In some hotels, a buffet breakfast is served, which can be continental or European, that is, without hot foods. In these cases, those who wish to have an American buffet breakfast may choose, in each hotel, to pay the difference to have breakfast in the room for businessmen who request this service. In other hotels there is only one type of breakfast, which is the full buffet, including hot foods. * Transfers: They are included for the scheduled start and end days of the programs. If "the client" modifies these dates, the transfers are excluded, and "the client" must travel on their own by train, taxi, or authorized tourist buses. This is due to the fact that the operators, for the start and end days of the programs, establish an operation with regular frequencies to and from the airport. * Restaurants: The meals included in the different programs are always based on a pre-established "fixed menu", not à la carte. * Comment form: Several of the operators provide a form for "the client" to formulate their appreciations about the trip. Its return is important because it allows a computerized model of those aspects that must be corrected in each program. * Changes of guides and buses: The strict rest regulations for drivers, in force in the European Economic Community, make it impossible for the same driver-guide team to make a long circuit. This implies that "the client" will travel, in most cases, with different buses, drivers and guides along a European circuit. * Stops: In the different stages between one city and another, rest stops are made approximately every two hours, in places with public restrooms. * Rotating seats: Most operators use the rotating seat system, so that all passengers have the opportunity to sit in the front of the bus. * Space between rows of seats: Buses come from the factory with a standard size of separation between rows of seats. For tall people (1.80 meters or more), they are usually uncomfortable for the legs. * Optional excursions: The accompanying guide offers, in each circuit, optional excursions, which are "absolutely voluntary" and no person should feel pressured to take them. Our recommendation is to verify that the prices of the excursions offered are not higher than those advertised in the hotels. We also do not recommend buying items at the businesses where the tours stop as they tend to have higher prices. * Baggage handling at hotels: Unless otherwise indicated, tips are included for handling 1 suitcase per person at hotels, during the itinerary by Pullman car.
Some hotels, especially those in the tourist, tourist superior and first standard category, have reduced staff for these tasks, which means that it can take up to an hour for luggage to be taken to all rooms. * Handling excess baggage: The trunk capacity of each bus allows the transportation of 1 large suitcase per person, plus a handbag. If the bus is not full, there may be capacity for additional suitcases, in which case their transportation will imply an additional cost, on average, of 5 dollars for each hotel, for luggage. * Punctuality: The departure times of the excursions must be handled with great punctuality since otherwise all the scheduled activities cannot be carried out. The daily use time of the bus is regulated by the electronic tachometer and counts from the time the bus starts in the morning until it stops at night and cannot exceed 9 running hours. Those passengers who are not at the time and in the indicated place, it is understood that they will not participate in the activities planned for that day. * With some exceptions in Northern Europe, 4-star hotels have air conditioning and most 3-star hotels do. But this does not indicate that this service is always running. In Europe they only put it into operation in the months of the year in which the law allows it or when "they consider that it is hot". The minimum temperature is usually higher than what is customary in America. * Special offers for early booking and special promotions, apply only to individual passengers, whose names are not changed and with a deposit of twenty-five percent of the total value of the tour. They do not apply to groups.
The Up Travel Online operator explicitly declares that it acts as an intermediary between the client and the tourist service providers, that is, the companies or persons called to facilitate the services indicated in the itineraries, therefore it declines all responsibility for any damage , injury, accident, delay, cancellations and irregularities that may occur during the execution of the services to the people who make the trips through their intermediation, as well as the luggage and other objects that contain them; or due to bad weather conditions, political demonstrations, riots, terrorist acts, wars, rumors of war, alarms in general or for any other reason that constitutes a fortuitous event or force majeure and that, therefore, are not subject to the will of the parts. When the client travels by any means of transport, he agrees to expressly submit to the general contracting conditions printed on the ticket or ticket, without any responsibility being attributed to Up Travel Online
Any person who purchases any tourist service or product through Up Travel Online, expressly declares that they accept the above terms and conditions and that they will be taken as a basis to settle any controversy between them. As proof of acceptance of these general conditions, the payment of the contracted services before the start of the trip in any form or modality or through the use of any of the portions of the contracted services will serve.
Address:Av. Insurgentes Sur 730, Piso 1, Colonia Del Valle Centro, Benito Juárez, C.P. 03100, Mexico City.
E-mail address info@up-travelonline.com
We offer a personalized experience to thousands of clients around the world, positioning us as one of the most solid and reliable travel agencies in the region.
Proud member of Habita Travel
English 
Spanish