Booking T’s and C’s
- You can make reservations by telephone, in person, online via Whatsapp or live chat on our website, or by mail without requiring a commitment. Once you provide the correct email address, our Accounts Department will confirm your reservation through the official invoice you receive upon payment completion, or a consultant will send an email to the traveler.The confirmation email comprises an exhaustive compilation of traveler particulars, an itinerary, payment information, contact details for the company, and terms and conditions. Written notification (if applicable) of any errors or omissions in the flight reservation schedule and details is required from our clients. The agent expects clients to provide accurate information unless otherwise instructed.
- A full payment is generally required at the time of an online reservation, unless an alternative arrangement is made during the reservation procedure.In the event that full payment is not received at the time of purchase, a non-refundable deposit of at least ZAR 3,000 is mandatory. When booking, you must pay the required initial deposit to secure travel consulting services and a seat reservation. You cannot withdraw the deposit.
- We exclusively issue tickets upon receiving valid travel documents (passport and visa, if applicable) and confirmation, agreement, or response from the traveler. Unless explicitly stated otherwise, we cannot refund, exchange, or transfer tickets.Upon receipt of complete payment prior to the designated deadline or ticket time limit, and valid travel documents (passport and visa if applicbale) electronic tickets (e-tickets) are generated and dispatched via our email and verified WhatsApp business account. This occurs after the traveler provides written confirmation of their itinerary or schedule, along with any necessary documentation, including a third-party card.
- If the traveler does not have an email address, we will exclusively deliver their ticket through our authorized WhatsApp business account. Additionally, patrons have the option to retrieve their tickets in person at the office or request postal delivery, the latter of which may require a duration of 72 working hours or longer. However, before they can enter any of our offices, an appointment is required.
- The email serves as a confirmation of the reservation and payment, binding both the seller and the buyer to the terms and costs specified in the email. However, a traveler has the opportunity to promptly request any necessary revisions via email.
- The traveler has the option of paying the full amount at once or making partial payments on a weekly (Mondays of each week) or monthly (the first of each month) basis, in addition to the initial non-refundable deposit.
- When the seller charges the card or completes the payment, they form a contractual agreement with the buyer. If the seller supplies an incorrect card or payment information, declines the card, or suspects third-party card forgery or fraud, the contract will not be enforceable.
- We may record every call to uphold the highest quality standards. Additionally, we reserve the right to employ customer feedback, survey data, or communication for marketing objectives, public distribution, or as required. We only disclose payment and personal information to customers who have given their consent as adults or legal guardians.
- Consistent technical errors encountered during the online reservation process shall result in the termination of any contractual obligations between the user and AMI Travel and Tours. In the event of phonetic errors, the verification officer has the authority to consult multiple sources and make a decision that is beneficial to the organization and the traveler.
- The company may require the submission of all third-party card verification documents when necessary, such as when a friend, company, or family member is making a payment on the traveler’s behalf. We submit third-party card documents in conjunction with online or phone reservations to protect customers from potential misuse of lost or stolen cards and to ensure their financial security. The appropriate agent or consultant communicates the third party’s terms and conditions to the card user under a different name throughout the reservation, payment, or utilization process.
- Travelers who fail to promptly furnish the required documentation or bank verifications for the third-party card will incur cancellation fees. Furthermore, if the verification officer (AMI Travel and Tours) is not satisfied with the submitted documents or evidence, they will not issue tickets.
- In terms of travel information and particulars, only the adult traveler shall engage in direct communication, discussion, or response. When making the reservation directly, parents or guardians may inquire about travel arrangements for the following individuals: infants, children, minors, senior citizens (60 years of age or older), or those with special needs or disabilities.
- Deducting the non-refundable deposit from the total package cost converts the initial deposit into a partial payment. Upon completion of the transaction, payment of the final installment, and submission of all legitimate travel documentation (including, if applicable, a passport and visa), the traveler will receive the revised flight itinerary and fare, verified prior to ticket issuance.
- In the event that the traveler objects to the price, schedule, or flight details subsequent to the purchase but prior to the issuance of the tickets (during the initial confirmation email), the travel consultant shall provide alternative flight choices that more closely correspond to the traveler’s preferences, contingent upon the provision of a valid justification. However, it is crucial to acknowledge that specific flights or reservations, contingent upon the airline and destination, might not be transferable or modifiable. In such situations, there may be a cancellation fee.
- The traveler will receive notifications in the event of airline schedule changes, unavailability or cessation of operations at the time of ticket issuance for regular or deposit reservations, currency fluctuations, tax adjustments, or fare differences that occur within the applicable period. If necessary, the airline shall offer alternative flight options; however, the passenger shall be liable for amending the payment for the revised flights in accordance with the fare or cost differential. Fare, tax, and charge modifications are subject to change at any time by the governing body or airline, notwithstanding receipt of written confirmation of the tickets, provision of required documentation, full payment, and issuance of the tickets on the same day.
- Any unforeseen circumstances, including fare or tax revisions, airline policy changes, partial payments, deposits for reservations, delayed schedule confirmations, or late submission of third-party card documents, will require full payment to confirm fare availability on the day of ticket issuance.
- If required, you may also submit a secondary schedule verification prior to or concurrently with the issuance of your tickets. Before issuing tickets, you must resolve all issues related to cost, schedule, name, and transit. The agency shall not bear responsibility or accountability for the product (ticket or accommodation voucher) until the buyer and seller have finalized the transaction and delivered it.
- Cancellation fees of 15% of the total amount paid (excluding the non-refundable ZAR3,000) will be assessed in the event that the traveler voluntarily cancels their reservation or package for personal reasons or if circumstances beyond the control of AMI Travel and Tours determine the change.
- The cancellation fees, which are 15% of the total amount paid (excluding the non-refundable ZAR 3,000), are as per the company’s policy prior to ticket issuance. However, the cancellation fees imposed subsequent to ticket issuance are as per the airline’s policy. Please contact your designated account manager, consultant, our WhatsApp support team, or the airline directly for the precise amount of cancellation fees.
- It is crucial to acknowledge that, contingent upon the destination and the airline’s policy, economy or special promotional fare reservations might be entirely non-refundable. It is therefore prudent to verify thoroughly prior to canceling.
- You must settle the outstanding balance of your reservation before the designated deadline. Please note that we do not issue any reminders. If you fail to make payment by the weekly or monthly installment due date, either the first of each month or the first Monday of each week, we will automatically cancel your reservation or booking. We shall retain the non-refundable deposit provided and levie cancellation charges amounting to 15% of the total payment made, with the exception of the aforementioned non-refundable deposit. It is crucial to verify all flight schedules, accommodations, departures, and returns with the appropriate airline or supplier no later than 72 hours prior to departure.
- Concerns pertaining to airports, in-flight food and entertainment, flight cancellations, airline suspensions, discontentment with accommodations or carriers, flight delays, in-flight services, and on-board operations are the direct responsibility and liability of airlines and hotels. Therefore, we recommend contacting them directly to obtain prompt resolution to issues or to lodge a complaint. AMI Travel and Tours does not assume responsibility for any complications that may arise in relation to the lodging, hotel, or airline’s policies, operations, standards, or services.
- It is crucial to consult the appropriate consulate or embassy before finalizing travel arrangements or reservations, specifically concerning issues related to visas, transit, passports, or travel documents. AMI Travel and Tours is not liable for providing, assisting, or giving advice regarding valid travel documents, transit visas, or suitable passports for entry clearance.
- Please feel at liberty to communicate any concerns or inquiries to the corresponding managers in each division or department. Alternatively, you may reach out to the central customer services department via email at travel@amigroups.com
- Employees have the authority to promptly and courteously terminate communication with a traveler or caller who uses foul language, engages in racial discrimination, harassment, threat or makes disrespectful remarks; if necessary, they may also take disciplinary action. You can also direct complaints about the conduct, professionalism, abilities, or performance of personnel or staff members to complaints@amigroups.com. An autonomous department meticulously monitors and expeditiously attends to every complaint.
- Step 1: First and foremost, initiate direct correspondence with the person responsible for handling your reservation or with whom you have expressed your dissatisfaction.
- Step 2: In the event that your concern remains unresolved, escalate it to the agent’s supervisor so that they can ascertain the most efficient course of action to rectify the situation.
- Step 3: (second informal stage) If we are unable to resolve the matter, please use our contact page to submit a written statement.
- Step 4: If the issue remains unresolved, it is advisable to send a written message to ask@amigroups.com
- Step 5: (Escalation Phase) Should your dissatisfaction persist, kindly communicate your concerns to complaints@amigroups.com
- We can only finalize the contract in the English Language.
- Website and Client Portal Bookings
- Phone, Whatsapp and Live Bookings
- Physical Bookings at any of our Offices
- Travel Package or Hotel Only
- Flights Only
- Insurance, Car Hire and Excursions
- Payments with cards
- Cash Payments
- Changes in Bookings
- Travel Package Pre-Issuance Modifications:
- Request for Name Change Prior to Ticket / Voucher Issuance:
- Modification of Date or Schedule Prior to Ticket/Voucher Issuance:
- Cancellation of Reservations / Cancelled Reservations/Vouchers:
- Modifications After Travel Package Issuance:
- There is now a consideration to change the name on issued tickets and vouchers.
- You have the ability to modify the date on which the ticket or voucher is issued.
The Cancellation policy applies to all purchases, including merchandise, holidays, packages, hotels, flights, and other services, regardless of the payment or reservation method.
- Cancellation of Booking.
If you need to cancel your booking for any reason, you must provide us with a written notice of cancellation. The person who booked, is traveling, or both must sign this notice. Certain tickets are non-refundable, and specific types of airline tickets, such as Apex Tickets, cannot be modified once a reservation has been made. Any attempt to change these tickets will result in a 100% cancellation fee. We will submit returned tickets to the corresponding airline or its representative for evaluation. Once we receive reimbursement from the airline or their representative, we will promptly send you a refund. We will reduce the refund amount by the lost deposit and any applicable cancellation and administration fees. It is important to be aware that when it comes to partially used airline tickets and the return portion of the flight, refunds are typically lower than the proportional rate and may even have no refund value at all. Refunds typically undergo processing within 8 to 12 weeks. However, there are instances where refunds may take longer or have an infinite duration, such as in the event of airline bankruptcies. It is important to understand that airlines have full authority over refund issues, including the amount and date of the refund. The agency, on the other hand, serves as a communication channel and is not responsible for any delays, discrepancies, or measures taken by the airline. You must request cancellations within a specified timeframe, typically ranging from 24 hours to 7 days. After this timeframe, cancellations may not qualify for a refund or be taken into consideration. Additionally, in order to request cancellations, it may be necessary to provide documentation such as airline letters, passport copies, or scanned copies of tickets. The agency cannot process or handle claims for any additional costs or damages beyond the ticket price or amount provided to it. You must make these claims directly to the airline. The agency will only handle ticket and voucher refund submission, application, and monitoring; it will not process any other type of claim. The agency bears no liability or responsibility for airline cancellations or any other acts. Only after payment or charge can the agency claim the service charges. Regardless of the circumstances, the agency must directly claim all expenses, including ticket prices, damages, and accommodation vouchers from the airline or hotel. Nevertheless, the agency will offer guidance, assistance, and additional monitoring if necessary for claims regarding the “precise sum paid.”
- Cancellation by Traveler:
If a traveler requests to cancel a flight or booking, regardless of the reason, the airline’s cancellation policy and the company’s cancellation terms apply. These policies can vary depending on the airline, fare type, or season of travel. If the airline does not issue e-tickets, the minimum cancellation charges will be 15% of the total amount already paid, excluding the non-refundable ZAR 3,000 per person. If the airline fails to issue your e-ticket, your refund will take up to 36 working days after you receive your official refund request.The airline cancellation policy is fully applicable to issued tickets, and the airline itself determines and deducts the cancellation charges. Please inquire with your agents for more information. We reimburse any unpaid balance within 8–12 weeks after ticket cancellation, provided we receive it or the airline promptly reimburses it. Unless otherwise specified, we issue the reimbursement to the same account from which the charge originated. The agency does not guarantee the refund amount or time, service quality, standard, or airline operations. However, we offer complementary services to assist travelers in applying for and tracking refunds from the airline or accommodation. After canceling the original account, our consultants will ensure a refund of any outstanding balance. The airline and its policies solely determine the specific day, time, and amount of the refund. In these situations, the company cannot assume any responsibility or obligation. Typically, flight tickets and reservations are completely non-refundable, non-changeable, and non-transferable.
- Cancellation by Airline:
When an airline cancels flights before departure or return, a traveler may be required to present the airline’s necessary paperwork or letters. The traveler must also present a scanned copy of their ticket or any other form of evidence requested by the relevant agent or consultant. The option to request a refund for an airline cancellation is only available within a timeframe of 48 to 7 days prior to the scheduled flight, during which the agent can initiate the refund process. Refund claims submitted after the specified timeframe, or with documentation presented after the specified deadlines, will not be considered.If an airline cancels a flight, they may offer other flight alternatives or grant a full or partial refund, depending on the conditions, route, and ticket status. The traveler makes the decision to accept or decline an airline offer, pick a refund or alternate options. In such instances, it is imperative for the traveler to personally communicate with the airline. The airline bears the full cost after issuing the tickets. Therefore, you should directly address all matters related to refunds, including the status, time/date, amount, and other financial issues, claims, or complaints, with the airline. The agency is not responsible for or has any control over the airline’s offerings or operations, either directly or indirectly, and therefore does not bear any liability for the airline’s conduct. Should the airlines cancel the flight and approve a refund, the passenger is eligible to obtain a complete refund of the amount they paid. The amount stated here may differ from the initial payment made when booking. The processes of issuing tickets and applying for refunds are distinct operations and may incur separate charges. If the airline approves a complete refund, we will still incur charges. We will communicate these charges to you in advance before you request such reimbursements. Nevertheless, we offer support, services, and assistance in facilitating refunds, obtaining other solutions, and resolving issues. If the airline has cancelled flights or is not operating, you can contact our agents for guidance, assistance, or advice. To obtain precise and prompt information regarding flight status, refund status, airline operations, timetables, and airline refunds, it is advisable for travelers and buyers to directly contact the airline’s main office, nearest office, or regulatory agencies. The agency does not hold authority over the situation, does not influence policy, and assumes no responsibility for airline operations or activities after ticket issuance. As a result, following the purchase, the airline or accommodation becomes the main provider of information, and all of the terms, obligations, and policies mentioned apply.
- Airline Strikes / Grounded Airline / Refunds:
If an airline is inoperative, immobilized, halted, insolvent, or experiencing a labor stoppage, it is recommended to contact the airline’s headquarters or air traffic control offices for precise information. Airlines that are grounded, bankrupt, or suspended may provide different refund policies compared to those for “flight cancellation by airline” because there is a risk of all offices being completely inaccessible or closed. Under these situations, the reimbursement process can be excessively protracted and does not involve any guarantee or liability on the side of the agency. If an airline strike occurs, there is a chance that the airline might offer alternate flights or flights operated by other code-sharing carriers. In addition, they may also provide full or partial reimbursements. However, the agency does not bear responsibility for any actions done by the airline. It is recommended to immediately contact the airline office for any inquiries or concerns regarding these matters. In the absence of any official communication or notification from the airline or regulatory bodies, agents may lack up-to-date and reliable information regarding the sudden cessation of operations by an airline. Nevertheless, we have the capability to acquire and furnish the telephone numbers and contact details of airlines, provided that they are accessible.
- Hotel and Travel Package cancellation by Traveller (Not flight related):
The cancellation charges for any or all of the following, whether requested by the traveler, late, or due to a no-show, are determined by the supplier’s terms and conditions, which may vary and our standard cancellation policies. The expenses differ depending on whether you have made a reservation for a package or other travel arrangements. Nevertheless, it is important to note that package or hotel arrangements are always deemed as completely non-refundable, non-changeable, and non-transferable unless otherwise stated. If you need to cancel your appointment for any reason, you must provide us with a written notice of cancellation signed by the person who first booked the booking. The subsequent fee structure is applicable to a package, in addition to any supplementary charges imposed by airlines and providers (e.g., non-refundable airlines), contingent upon the cancellation date:
| Prior to 90 days | Only Non-refundable deposit |
| 70-89 days | 15% of total amount paid + Non-refundable deposit |
| 50-69 days | 25% of total holiday cost+ Non-refundable deposit |
| 30-49 days | 45% of total holiday cost+ Non-refundable deposit |
| 20-29 days | 65% of total holiday cost+ Non-refundable deposit |
| 3-19 days | 85% of the total holiday cost+ Non-refundable deposit |
| Less than 72 hours | 100% of the total holiday cost+ Non-refundable deposit |
Important: The applicable percentage will be applied to the remaining balance after deducting the necessary non-refundable deposit of R3,000.
Once you have left, there will be no reimbursement for any parts of your vacation that you did not use. If you are making additional travel plans, the cancellation charges will be clearly stated on your invoice, right below the information on your itinerary. Furthermore, any reservations made for alternative travel arrangements (such as flights) will not be eligible for a refund if cancelled within 48 hours before to departure. If you choose to cancel, it is necessary for you to notify us in written form and provide your signature on the document.Once the written confirmation is received, the estimate is accepted, or the service level agreement is signed, the cancellation will take effect. You. All packages are non-transferable. Therefore, if a traveler is dissatisfied with the travel arrangements upon arrival at the destination, during check-in, after departure, or after the purchase is completed, and wishes to change the booked accommodations or services to something different from what was originally paid for and provided in the vouchers, the agency will not be responsible for any extra expenses, fees, or damages.
Prior to making a purchase or final payment, it is advisable for the traveler to gather all necessary information regarding packages or accommodations. Kindly ensure that you have made all necessary travel arrangements by contacting our agents 48 hours before your departure. Failure to send a re-confirmation email or make a phone call will absolve the agent or corporation from any liability for schedule amendments, other alterations, delays, and so on. After the purchasing process is finished, the agency is not accountable for the standards, services, or activities of any party involved, including the traveler, seller, supplier, airline, or hotel.
The goods and services offered by AMI Group South Africa (Pty) Ltd include either a valid ticket number, a hotel booking, or a car hire, or any combination of two of these options. Upon delivering the e-ticket, hotel voucher, or car hire voucher to clients, AMI Group South Africa (Pty) Ltd will deem the transaction as complete and take on full responsibility. AMI Group South Africa (Pty) Ltd is not liable for the actual execution of a flight, hotel, or car service, as this is the responsibility of the respective airline, hotel, or car business. We lack authority over these operations and will not be liable for any personal expenses that need to be reimbursed. If the service provider gives their approval, we shall proceed with applying the refund to them and promptly returning it to the client upon receipt. This process is similar to an initial purchase, in which we collect payment from the client and then transfer it to the provider. further administrative fees are incurred for any further processing required after the initial purchase for future changes, adjustments, and/or arrangements. Unless otherwise noted, all tickets are non-refundable, non-changeable, and non-transferable.Kindly notify the appropriate consultant within 24 hours of receiving the email if any amendments are required in your names, dates, or other particulars, within their regular working hours. Examine the complete email, rather than only specific sections. Availability determines the possibility of making adjustments; if the client takes a long time to respond, any mistakes or modifications will incur expenses to correct the mistake. The customer is responsible for ensuring that the money is received in our account by the specified deadline or due date. Any delays in the payment will be considered a violation of the payment deadline. Kindly take note of the working hours of your designated consultant to ensure prompt communication. Email replies from clients function as a preventive measure to avoid agent mistakes, but they do not necessarily imply an agreement. By making a reservation for your flight via telephone, you confirm and establish the agreement. This functions as a supplementary means of communication with the same objective.
After making the payment, clients should contact their respective banks to confirm the transacted amount and obtain the authorization number. Written confirmation of the precise monetary value (in pounds and cents) should be provided, and I responded by sending an email reiterating the specific information of the flight/holiday package. If you do not pass this basic security check, the system will cancel your flight or your fare will expire due to delays. In order to issue the ticket with the charged payment, it is necessary for you to supply us with the specifications of the third-party card. Failure to do so will result in the ticket not being issued. Noncompliance will lead to “self-cancellation” and will incur charges.Please ensure that you verify your flight itinerary with us no later than 48 hours before to departure for flights on weekdays, and 72 hours prior to departure for flights on weekends. We will only confirm the availability of seats and pricing once we have confirmation of payment. If there is a discrepancy in the fare amount during the final payment, we will adjust the price accordingly. AMI Group South Africa (Pty) Ltd is not liable for the authenticity of the passenger’s travel documents. Our travel agency exclusively provides services for booking aircraft tickets and accommodations. We highly recommend that you consult the relevant embassy for any inquiries on transit or other related problems.Refund applications for refundable airline tickets, regardless of the reason (missed, no show, cancelled, delayed, etc.), will incur additional administrative fees. These fees apply in all cases, whether the cancellation or missed flight was initiated by the passenger or the airline. It is important to note that these fees are separate from the original cost of the reservation and ticket issuance, as they are considered additional services. The policies differ for each airline and booking.Force Majeure: We apologize that unforeseen and uncontrollable circumstances hinder or impact the fulfillment of our contractual commitments, and no compensation will be provided. Events that qualify as ‘force majeure’ encompass any occurrence that neither we nor the service provider could have anticipated or prevented, despite exercising utmost caution. Examples of such events include war or the possibility of war, civil unrest, labor disputes, natural or nuclear disasters, unfavorable weather conditions, fires, terrorist activities, and any other comparable circumstances that are outside of our control. Kindly be aware that obtaining “Travel Insurance” is obligatory in order to be eligible for any reimbursements in the event that the airline fails to operate or does not fly. To prevent any ticket complications, it is imperative that you acquire travel insurance within 14 days of confirming your booking. Refund claims for flight reservations will only be considered if you possess travel insurance.
It is important to be aware that plane fares are subject to frequent fluctuations and tend to rise over time. Frequently, these hikes are not widely announced, and they seldom affect tickets that have already been issued. Therefore, it is in your best interest to complete payment promptly after making a reservation, thereby minimizing the possibility of incurring additional fees. Kindly note that your deposit alone guarantees the reservations, but does not guarantee the price. Deposits guarantee the availability of a service, however the cost may change owing to shifts in airline policies, pricing, taxes, and currency exchange rates. The airline has the power to modify the price prior to issuing the tickets. The airline has the authority to modify schedules either before or after the tickets are issued. Passengers should confirm the flight schedules by contacting the airline 72–48 hours before the aircraft departs (both outgoing and inbound). The airline calculates the ultimate payments by evaluating their policy and price as of the date of the final or full payment.
In order to secure your reservation for a particular package, we kindly request a non-refundable deposit of R3,000 per person. Additional insurance charges may apply. Upon booking, we will provide you with a confirmation specifying the precise amount of the deposit required, which will be contingent upon the specific services you have reserved. To keep your “Booking Account or Reservation Account” active, you must make regular weekly or monthly payments towards your booking. Once you have made a decision regarding the frequency of your payments, it is not possible to alter it. Modifying the frequency of your payment will lead to the instant cancellation of your booking, together with the corresponding penalty for cancellation. Despite of the timing, the initial payment is non-refundable. Irrespective of the date you made the non-refundable deposit of R3,000, if you choose to pay in monthly installments, your next payment will be due on the 1st day of the following month, or on the next Monday if you prefer to make weekly payments. The last payment is required at least 2 months before your planned travel date, while the remaining weekly payment must be made no later than 9 weeks before your intended date of travel. You can choose to divide your monthly payments into 12 equal installments, without any additional interest, and your weekly payments into 48 weeks equal installments. Alternatively, you have the option to make a single lump sum payment for your package. Once we receive the final payment, we will compute the exact amount paid and determine the total cost as of the final payment date. We will inform you of any fare or price difference and any schedule changes that have occurred up to the final payment date. Travelers bear responsibility for any inaccuracies. Kindly be aware that deposits are not eligible for a return. Reservations made within 2 months of the departure date may require immediate full payment, while bookings made less than 2 months in advance will receive a customized price estimate based on our regular packages. If you do not make your weekly or monthly payment by Monday of the week or the 1st of the month, we have the authority to cancel your holiday, keep your deposit, and impose the cancellation fees specified in the “Cancellations section”. It is important to note that airfares and prices are subject to change, and the airline, accommodation provider, government, or regulatory body has the authority to modify fares, taxes, or prices at any time. In such cases, the traveler is responsible for paying any additional amount at the time of final payment, prior to the deadline, or before the ticket expires. Consequently, it is advisable to complete the payment promptly after booking your reservation.
Airport Taxes:Some airports will levy an airport departure tax, which is payable by passengers at the airport locally. Our quoted fares do not provide information on these charges. We will consider the deposit included if you accept full payment at the time of booking.
Immediate confirmation from the traveler is necessary immediately following the reservation or purchase, in addition to the “confirmatory email.” If there is a delay in receiving responses, the passenger will be responsible for any discrepancies, cancellations, or modifications that may happen subsequently. The traveler must assure prompt receipt of the comprehensive confirmation email within 24 hours after making the reservation, or promptly contact the relevant agent or consultant. You are required to confirm all onward and return flight reservations with the applicable airline at least 72 hours before your departure. This allows the airline to warn you of any unexpected delays or modifications to your travel plans and give you the necessary contact details. If there are any delays, it is advisable to address and resolve the issue directly with the airline, hotel, or car hire service provider. The agency is not responsible for the acts, operations, or direct services of these companies.
Our goal is to deliver your travel documentation (itineraries and vouchers) to you no later than 10 days before to your departure unless you make a last-minute booking or postpone confirming your flights or making payments. Upon confirming your reservation and fulfilling all the necessary requirements, we will promptly issue and send your tickets and vouchers by email and WhatsApp, often within 24 hours. This will be done once you have made the full payment and have complied with the instructions and information, we have previously conveyed to you. During periods of high demand, this may not be true. Tickets will only be delivered upon receipt and clearance of the final payment. Travel documentation (e-tickets or vouchers) will be sent to you via email and WhatsApp as attachments. You can choose to either print them out or collect them from our offices. The agency shall not be held responsible for transportation to the airport, any actions conducted without prior confirmation of the itinerary (at least 48 hours in advance), or travel without possession or issuance of e-tickets.
If You Have A Complaint:
If you encounter any issues or difficulties during your vacation or journey, kindly notify the appropriate service provider (such as your hotel manager or airline representative) so that they can make efforts to resolve the situation. If you are experiencing difficulties with our account manager, consultant, or travel agent, kindly ask for the direct contact information of the relevant manager. They will do utmost diligence to immediately fix your issue.To provide your feedback, please send an email to the central Customer Services Department at ask@amigroups.com. If managers are not accessible or if you are unsatisfied with the result, please submit a complaint to complaints@amigroups.com. Our representative will contact you promptly. When making a complaint, it is important to always provide your name, invoice number, and any other relevant facts. By following this process, we will be able to promptly attend to your problems and accelerate our response time. Failure to comply with this requirement will result in the loss of the ability to thoroughly examine and address your complaint, thereby impacting your rights as outlined in this agreement. The Complaints and Customer Services divisions operate autonomously to help our esteemed customers and reach impartial resolutions that prioritize the well-being of both travelers and the firm. To access additional details on how to lodge a complaint, please click here.
We highly advise you to acquire comprehensive travel insurance at the time of booking your reservation. If you purchase insurance now, it may provide coverage for cancellation fees that are incurred unintentionally. Our policy provides extensive coverage for medical and repatriation costs, personal belongings and effects, theft or loss of money, personal liability, and charges for trip cancellation or early termination. We disclaim liability for any individual lacking adequate insurance for their trip. After the 14-day cooling period specified in the policy has elapsed, we are unable to provide a refund for the insurance premium. This is a problem with the insurance business.
Passengers are needed to have a valid passport and, if necessary, visas. Several nations mandate that your passport must be valid for a minimum of 6 months beyond your scheduled departure date from their territory. Alternatively, it is required to have at least two empty pages for stamping purposes. It is essential to always seek information regarding visa, transit, or passport regulations from the appropriate consulate or embassy. The agency cannot be held accountable for ensuring the validity of travel documents, visas, and similar matters. Additionally, it is advisable to reach out to your nearby physician, who can furnish you with the necessary information regarding vaccine prerequisites for countries that mandate vaccination cards in conjunction with travel documents for boarding purposes. You are accountable for ensuring that you meet all relevant obligations for passport, visa, and health matters. If you do not guarantee this, we cannot hold you responsible, and if this lack of guarantee leads to any financial loss or expense for us, you will be obligated to compensate us. Furthermore, it is incumbent upon you to ensure that your behavior does not in any manner result in offense, pose a risk of offense or danger to fellow vacationers, or cause damage to others’ property. Hotel managers and pilots has legal authority to expel disruptive vacationers from their hotel and/or aircraft. In the event of such a situation, you will have the responsibility of financing the acquisition of substitute hotel accommodations and/or flying tickets, and we shall not assume any liability whatsoever.
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