FAQ
FAQ

Frequently Asked Questions

I am experiencing technical difficulties. We really want you to get where you want to go. If our website is not working, please contact us by email explore@itienris.travel or for an even faster response send us a chat massage on Facebook https://www.facebook.com/itinerisyourtraveldesigner You can’t find what you are looking for? Not to worry! Simply chat with us using the live chat and we will guide you.

How can I make an enquiry? Please send your request to explore@itienris.travel or message us on Facebook https://www.facebook.com/itinerisyourtraveldesigner
When you send us your enquiry, please specify your preferred travel dates. Only then we can make you a quote, as flight prices and hotel prices often depend on the travel date. Please also tell us who will be travelling. And of course, we are happy to work out something from scratch if you don’t have an idea where and when to travel but the more information you provide us, the better our quote will suit you.

Do I need to pay a deposit to secure my holiday package? Generally there is no need to pay a deposit. If it is a requirement from a supplier, we will inform you in our quotation.

When do I have to pay for my trip? For flight bookings, it depends on the conditions imposed by the airlines. We will inform you about the payment deadline and your options.
For the land arrangements, full payment is due 4 weeks before the trip is due to start. If conditions vary or you have booked non-refundable services, the payment deadline will be advised in our quotation.

How do I pay? Do you accept credit cards? You can pay cash in our two branches or by bank transfer. Currently, we do not accept PayPal. Credit cards are accepted.

Do you offer credit facilities?Yes, we collaborate with CIM Finance in Mauritius. You can arrange up to 12 months credit for your travel from Mauritius abroad.

What if I have to cancel my tour? If a trip is canceled, we will do our best to minimize the costs for you. For your air ticket, it is usually non-refundable and we will have to check the conditions attached by the airline. For any land arrangement’s, the cancellation usually is free of charge up to 4 weeks prior to departure. Past the 4 weeks’ deadline, we will retain the 1st night from your payment. If conditions vary, you will be informed of it in our quotation.

What if I have to change details of my trip?If after your booking confirmation has been issued, you wish to change your travel arrangements in any way, we will do our best to assist you in amending your arrangements, but cannot guarantee that this will be possible and we cannot guarantee this will be free of charge.

Somethings happens while I’m travelling – what do I do?If something goes wrong, stay calm and call your Travel Designer. You can speak to us on a special number, manned 24 hours every day. Please call on +230 5251 4027.

How will I arrange my visa and what about health requirements?We will, upon request, provide general information relating to passport, visa and health requirements relevant to the destinations we feature. This may be limited to providing contact details for the relevant embassy or consulate. Most countries now require passports to be valid for at least 6 months after your return. We are here to support you but we will not accept liability if you or any member of your party is refused entry onto any transport or into any country due to failure on your/their part to carry correct documentation or to comply with relevant health requirements.

Do I need travel Insurance?We highly recommend you purchase travel insurance before traveling, in some countries a travel insurance is obligatory. We're looking to provide you our recommended option. Keep in mind, you're responsible for what happens to yourself and your possessions should you decide not to get insurance.

What if I have a complaint?If you have any complaint or problem during your trip, please inform our representatives or the relevant supplier (e.g your hotelier) immediately who will endeavour to put things right. If your complaint is not resolved locally, please write to us within 28 days of your return by writing to explore@itineris.travel or our Head Office, Customer Services Department, 18 Edith Cavell Street, Port Louis giving your booking reference and other information. Please keep your letter concise and to the point. If you fail to follow this procedure, we will have been deprived of the opportunity to investigate and rectify your complaint at the time the problem occurred and this may affect your rights under this contract. We aim to resolve any dispute within 60 days.

How will my data be used? We are committed to protecting your privacy. There are personal details required to make a booking though our website. We will send out newsletters, personalise your visit to our website, personalise your use of our products, and enable us to improve the products and services we offer. We may occasionally carry out market research and send you details of services and offers that we think may be of interest to you. If you do not wish to receive such information, please e-mail explore@itineris.travel or, alternatively, when we send you an e-mail, it will contain a provision for you to opt out of receiving any further information from us.