Large call volume can result in more lengthy hold times during periods of irregular operations such as weather events, airline operational issues, and inordinate flight delays and cancellations. If you need assistance, use Click to Call if you have access to VAX. If you do not, call 1-866-ALG-DESK (1-866-254-3375). Please do not use the phone number on your client’s documents—the most effective way to communicate is using Click to Call.

 

Please be prepared with the following when making your call:

• Reservation number
• Brief summary of the issue
• Preferred flight change (if applicable)
• Preferred hotel change (if applicable)

NOTE: Modifications are subject to pricing and availability.

Top Reasons to Call During Travel

• Hotel dissatisfaction
• Hotel voluntary change
• Air changes

 

 

Top Reasons NOT to Call During Travel

• Pre/post travel issues
• Hotel dissatisfaction that can be handled directly with the hotel
• Air issues that can be repaired directly with the airline
• Flight delays, ground stops, and gate changes
• Canceling a booking
• Status of transfers – arrival times (contact the DMC on-site - information in the e-docs)
• Booking excursions

 

NEW! Airline Cancellations and Delays

Client is No Longer Traveling:
If your client wishes to cancel their entire vacation, cancel the reservation in VAX, and submit ALGV’s post-travel form to get a refund from the airline for the canceled flight. The customer may be reimbursed for the vacation based on ALGV terms and conditions and the reservation components.

Client is Continuing the Vacation:
If your client’s flight is canceled or experienced an impactful delay, they have Travel Protection Plus, and they wish to continue their trip, follow the scenarios below:

• If the airline provides a customer-approved alternative flight option:
  • Contact the ALGV During Travel Team to notify the hotel and DMC of the change OR contact the hotel and DMC companies directly and then notify the ALGV During Travel Team immediately after.
  • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations.
  • Ensure the customer saves all travel receipts to assist the refund process.
  • Contact the insurance provider for claim information regarding refunds on hotels, meals, and local transportation due to the flight cancellation or delay.
• If the airline does not provide an alternative flight option or the alternative flight option is not customer-approved:
  • Client should purchase a new flight on an alternative airline by contacting ALGV During Travel, or book with the airline directly (airline app, website, airline desk) and notify ALGV During Travel immediately afterward.
  • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Also, verify the return flight is still confirmed.
  • Ensure the customer saves all travel receipts to assist the refund process.
  • Submit an ALGV post-travel form for the canceled airfare and any ALGV-collected ancillary fees from the original flight such as bag fees or seat assignments.
  • Contact the insurance provider for claim information regarding refunds on fare difference, hotels, meals, and local transportation due to the flight cancellation or delay.

 

If your client’s flight is canceled or experienced an impactful delay, they do NOT have Travel Protection Plus, and they wish to continue their trip, follow the instructions in the scenarios below.

• If the airline provides a customer-approved alternative flight option:
  • Contact the ALGV During Travel Team to notify the hotel and DMC of the change OR contact the hotel and DMC companies directly and then notify the ALGV During Travel Team immediately after. Additional supplier costs may apply.
  • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Additional supplier costs may apply.
• If the airline does not provide an alternative flight option or the alternative flight option is not customer-approved:
  • Purchase a new flight on an alternative airline through our During Travel team—OR book with the airline directly (airline app, website, airline desk) and notify the ALGV During Travel team immediately afterward. Additional airline costs may apply.
  • Ask the original airline what coverage is provided for costs associated with the flight change, such as meals or accommodations. Additional supplier costs may apply.

 

Hotel-Only Cancellations (clients booked air on their own, their flight is canceled or delayed, and the hotel must be adjusted):

• Contact ALGV During Travel to adjust or cancel the hotel stay and alert the DMC of any changes. Supplier penalties may apply for bookings without Travel Protection Plus.

 

Sell Travel Protection Plus
Offering travel insurance to your client is a win-win business opportunity! Get to know the ALG Vacations^® Travel Protection Plus program and boost your revenue with added commission while offering valuable protection to your customers.

 

Help Resolve Problems Before They Arise
If your customers face issues during their vacation and you’ve given them tools and solutions beforehand, you’ll be less likely to be the first one they call, and they’ll appreciate the proactive resolutions you provided! Items to consider Including in your pre-travel discussion to help ensure your clients are ready for their journey:

• Do they need their passport or visa?
• Do they need any relevant directions or maps? Search Airport Maps here.
• Provide helpful phone numbers
• Include some useful phrases in the local language, the location of the nearest embassy, the telephone numbers of the vacation providers in case there is any issue with the accommodation, and your own phone number and email address.
• What they can do if their flight is canceled
• What they can do if they don’t like their room
• Ensure they add the airline information in the carrier’s app
• Prepare and share your own guide/cheat sheet by destination

 

Complete the Customer Contact Information for Automated Airline Alerts
If severe weather is on the horizon, delays are likely to follow. Staying on top of airline updates can help you get ahead of it, so we’ve added a field for customer contact information in the Traveler Information section of our checkout page. You and/or your client will receive alerts of issues occurring within 72 hours of departure. Plus, if there’s an option to change the flight at no charge, the listed contacts will receive an alert. While you/your customers can always check on the carrier’s website or app, it’s a major convenience to have the automatic notification. View our short tutorial here.

 

Provide More Customer Confidence with Key Support Actions
Most of your clients won’t encounter events such as a canceled flight, hotel room category change, or emergency while traveling, but those who do need a quick and efficient response. Whether it's a natural disaster or a canceled flight, refer to the helpful practices below.

• Offer fast and effective support and always be reachable
• Reach out to ALGV’s During Travel team 24/7 with Click to Call
• Have a calming presence and keep them updated on progress
• Know what’s in their travel itinerary (e-docs)—the answer may be at their fingertips