Pre & Post-Journey Trusted Transfers​

BOOKING, MODIFICATION, CANCELLATION AND PAYMENT POLICY – PRE- & POST-JOURNEY TRUSTED TRANSFERS

Inclusions - Pre- & Post-Journey Trusted Transfers

• Transportation between the airport, hotel or port accordingly to the route and transportation type selected by the Guest;
• Meet and greet services;
• Airport porterage (where applicable).

Terms & Conditions - Pre- & Post-Journey Trusted Transfers

• Pricing is per vehicle, except for the shared transfer which is per person. The number of guests per vehicle cannot exceed the maximum occupancy listed for each transportation type;
• The estimated luggage capacity for each type of transportation is detailed in the transfer description. Explora Journeys is not responsible for any extra arrangements needed due to excess luggage;
• No infant / child rates apply for booking transportation;
• No refunds will be given for unused or partially used services due to factors beyond Explora Journeys’ control such as airline delays;
• In case of flight delays or cancellations, the Guest is expected to inform Explora Journeys of any of these circumstances. The company will take all reasonable care to re-schedule the transportation arrangements, but it will be based upon availability;
• Pre-booking is required. Transportation services can be requested prior to the sailing date of the journey or on board;
• Airport transfers (from/to airport):
  • Flight details, including airline, flight number, tail number (when applicable), arrival date and arrival time, must be communicated to Explora Journeys at least 90 days prior to departure. Failure to submit this information within the specified timeframe may result in an inability to accommodate the transfer;
  • Transfers are not provided if the scheduled flight arrival or departure time falls within less than four hours after the ship's arrival time in port for disembarkation transfers, or the ship's departure time from the port for embarkation transfers (exceptions may apply based on the airport location).
• City transfers (from/to city):
  • Train details (including train number, arrival date and arrival time), hotel details (hotel name and address) or other pickup location details (pickup location address), must be communicated to Explora Journeys at least 90 days prior to departure. Failure to submit this information within the specified timeframe may result in an inability to accommodate the transfer.
• Shared transfers (from port to airport):
  • The type of shared transfer vehicle may vary depending on the available transportation at the destination, potentially requiring the use of a large vehicle;
  • Shared transfers operate subject to a minimum guest requirement. Should this requirement not be met, the shared transfer may be subject to cancellation.
• Venice water taxi transfers:
  • Not all water taxis in Venice are accessible for wheelchairs or scooters, and there is a step to navigate when boarding. Accessible water taxis can be arranged upon request (based on availability). For assistance, the Guest must contact our Guest Care Team at the following email address: [email protected].
• Any modifications to flight arrangements must be communicated to Explora Journeys at least 14 days prior to the service date to allow for necessary adjustments. Once changes are made, new transfer arrangements will be confirmed based on availability. Failure to provide this information in advance may result in an inability to accommodate the transfer;
• The size and model/type of private vehicles depend on the destination and are subject to availability. Luxury transportation may not be available at all ports. Explora Journeys makes every effort to select the best available transportation for each destination;
• Explora Journeys takes reasonable care in selecting reputable local ground transportation companies and hosts; however, the language skills of local drivers and hosts may vary by destination;
• Wheelchair accessible transportation has very limited availability and must be pre-booked a minimum of one month prior to the service date. Availability is subject to change. For assistance, the Guest must contact our Guest Care Team at the following email address: [email protected];
• Guests with special needs who choose to travel by non-accessible transportation must be able to board and exit the vehicle independently, taking 5 to 6 steps in the case of minibuses. Additionally, wheelchairs and walkers must be foldable to fit in the transportation compartment;
• For embarkation transfers, independent air travellers should allow ample time between their flight arrival and the ship’s departure. Check-in procedures at the port must be completed at least three hours before the ship departs (exceptions may apply). Guests should account for airport formalities, luggage collection, and transfer time. Similarly, for disembarkation transfers, factors such as ship clearance, local customs requirements, transfer time, and airport procedures should be considered, ensuring sufficient time between the ship’s arrival in port and their departing flight.

Booking Policy - Pre- & Post-Journey Trusted Transfers

• Bookings up to 6 days prior to the sailing date of the journey: Both Pre- & Post-Journey Trusted Transfers may be pre-booked on our online booking system. If there is no availability on the online booking system, bookings may be requested through our Explora Experience Centre and will be confirmed upon availability;
• Bookings from 5 days up to 25 hours prior to the sailing date of the journey: Both Pre- & Post-Journey Trusted Transfers bookings may be requested through our Explora Experience Centre and will be confirmed upon availability;
• Bookings from 24 hours prior to the sailing date of the journey: Only Post-Journey Trusted Transfers may be booked. All booking requests may be done only onboard and are confirmed based on availability;
• A valid booking number and a deposit on file are required in order to make a pre-booking, while a registered credit card is required for bookings made on board.

NB: Once a booking has been confirmed by the Guest, either verbally or in writing, the modification and the cancellation policies take effect immediately, even if the service has not been added to the booking yet.

Payment Policy - Pre- & Post-Journey Trusted Transfers

• Payment:
  • Bookings up to 41 days prior to the sailing date of the journey: Full payment is due no later than 30 days before the sailing date of the journey;
  • Bookings from 40 days up to 21 days prior to the sailing date of the journey: Full payment is due within 7 days from the booking;
  • Bookings from 20 days up to 8 days prior to the sailing date of the journey: Full payment is due within 48 hours from the booking;
  • Bookings from 7 days prior to the sailing date of the journey: Full payment is due within 12 hours from the booking.
• Payment Confirmation: the Guest will receive a confirmation once the payment has been received;
• Failure to receive payment by the deadline results in all Pre- & Post-Journey Trusted Transfers being cancelled.

NB: Explora Journeys reserves the right to modify the contract price at any time to allow variations including but not limited to transportation costs, fuel supplements, local fees or governmental taxes.

Modification Policy - Pre- & Post-Journey Trusted Transfers

• Modifications up to 6 days prior to the sailing date of the journey: Both Pre- & Post-Journey Trusted Transfers bookings may be modified on our online booking system and are confirmed upon availability;
• Modifications from 5 days up to 25 hours prior to the sailing date of the journey: Both Pre- & Post-Journey Trusted Transfers bookings may be modified through our Explora Experience Centre and will be confirmed upon availability;
• Modifications from 24 hours prior to the sailing date of the journey: Only Post-Journey Trusted Transfers bookings may be modified. All modification requests may be done only onboard and are confirmed based on availability;
• Modification Fees (including but not limited to the below):
  • Change of vehicle type: Guests may request to change the vehicle type at any time before the service date, subject to availability. Upgrades will incur additional charges, while downgrades may not result in rate reductions, depending on the transfer provider's rates;
  • Rescheduling transfer time: Guests may request to change the transfer time at any time before the service date, subject to availability. Late change requests may incur additional fees or may not be accommodated;
  • Change of pick-up/drop-off location: Guests may request to change the pick-up/drop-off location at any time before the service date, subject to availability. If the updated pick-up or drop-off location leads to a longer route or increased travel time, rate adjustments will apply based on the transfer rates. if the new location shortens the transfer distance, instead, it may not result in rate reductions, depending on the transfer provider's rates;
• Any additional cost will be communicated to the Guest at the time of the modification request.

NB: Once an additional cost has been confirmed by the Guest, either verbally or in writing, the modification policy takes effect immediately, even if the change has not been reflected in the booking yet.

Cancellation Policy - Pre- & Post-Journey Trusted Transfers

• Pre-Journey Trusted Transfers:
  • Cancellation Deadlines:
    • Cancellations up to 6 days prior to the sailing date of the journey: Pre-Journey Trusted Transfers bookings may be cancelled on our online booking system;
    • Cancellations from 5 days up to the sailing date of the journey: Pre-Journey Trusted Transfers bookings may be cancelled through our Explora Experience Centre.
  • Cancellation Penalties:
    • Cancellations up to 6 days prior to the service date: There is no cancellation penalty, unless differently advised at the time of booking;
    • Cancellations from 5 days up to the service date: 100% cancellation non-refundable penalty fee will apply.
• Post-Journey Trusted Transfers:
  • Cancellation Deadlines:
    • Cancellations up to 6 days prior to the sailing date of the journey: Post-Journey Trusted Transfers bookings may be cancelled on our online booking system;
    • Cancellations from 5 days up to 25 hours prior to the sailing date of the journey: Post-Journey Trusted Transfers bookings may be cancelled through our Explora Experience Centre;
    • Cancellations from 24 hours prior to the sailing date of the journey: Post-Journey Trusted Transfers bookings may be cancelled only onboard.
  • Cancellation Penalties:
    • Cancellations up to 6 days prior to the service date: There is no cancellation penalty, unless differently advised at the time of booking;
    • Cancellations from 5 days up to the service date: 100% cancellation non-refundable penalty fee will apply.
• The below Trusted Transfer products have a special cancellation policy noted below:
  • Pre-Journey Day Hotel Access & Transfers and Pre-Journey Day Hotel Stay & Transfers:
    • Cancellation Deadlines:
      • Cancellations up to 36 days prior to the sailing date of the journey: Pre-Journey Day Hotel Access & Transfers and Pre-Journey Day Hotel Stay & Transfers bookings may be cancelled on our online booking system;
      • Cancellations from 35 days up to the sailing date of the journey: Pre-Journey Day Hotel Access & Transfers and Pre-Journey Day Hotel Stay & Transfers bookings may be cancelled through our Explora Experience Centre.
    • Cancellation Penalties:
      • Cancellations up to 91 days prior to the service date: There is no cancellation penalty, unless differently advised at the time of booking;
      • Cancellations from 90 days up to the service date: 100% cancellation non-refundable penalty fee will apply.
  • Post-Journey Day Hotel Access & Transfers and Post-Journey Day Hotel Stay & Transfers:
    • Cancellation Deadlines:
      • Cancellations up to 36 days prior to the sailing date of the journey: Post-Journey Day Hotel Access & Transfers and Post-Journey Day Hotel Stay & Transfers bookings may be cancelled on our online booking system;
• Cancellations from 35 days up to 25 hours prior to the sailing date of the journey: Post-Journey Day Hotel Access & Transfers and Post-Journey Day Hotel Stay & Transfers bookings may be cancelled through our Explora Experience Centre;
• Cancellations from 24 hours prior to the sailing date of the journey: Post-Journey Day Hotel Access & Transfers and Post-Journey Day Hotel Stay & Transfers bookings may be cancelled only onboard.
  • Cancellation Penalties:
    • Cancellations up to 91 days prior to the service date: There is no cancellation penalty, unless differently advised at the time of booking;
    • Cancellations from 90 days up to the service date: 100% cancellation non-refundable penalty fee will apply.

NB: Once a cancellation has been confirmed by the Guest, either verbally or in writing, the cancellation policy takes effect immediately, even if the service has not been removed from the booking yet.

Benefits Owner’s Residence Guests - Pre- & Post-Journey Trusted Transfers

• The transfers included for the Owner's Residence guests are the following:
  • Ground transfer between home and airport, and vice versa
  • Ground transfer between airport and hotel, and between hotel and port and vice versa, or alternatively a direct ground transfer between airport and port and vice versa.
• Each transfer service includes transportation for distances of up to 50 miles (80 kilometers). Should your requested transfer exceed this distance, any additional costs will be clearly communicated at the time of booking. Transportation arrangements will be confirmed once these additional charges are accepted. 
• Refunds cannot be provided for services that are unused or only partially used;
• If the Guest requests a deviation to itinerary (late embarkation / early disembarkation), it may not be possible to accommodate the inclusive transfers.

NB: The private transfers are not automatically added to the booking. The Guest is responsible to book them accordingly on our online booking system or through our Explora Experience Centre.

Benefits Ocean Residences Guests - Pre- & Post-Journey Trusted Transfers

• The Ocean Residences guests have two transfers included, which can be chosen from the following:
  • Ground transfer between airport and port or vice versa
  • Ground transfer between airport and hotel or vice versa
  • Ground transfer between hotel and port or vice versa
• Each transfer service includes transportation for distances of up to 50 miles (80 kilometers). Should your requested transfer exceed this distance, any additional costs will be clearly communicated at the time of booking. Transportation arrangements will be confirmed once these additional charges are accepted;
• Refunds cannot be provided for services that are unused or only partially used;
• If the Guest requests a deviation to itinerary (late embarkation / early disembarkation), it may not be possible to accommodate the inclusive transfers.

NB: The private transfers are not automatically added to the booking. The Guest is responsible to book them accordingly on our online booking system or through our Explora Experience Centre.

INFORMATION & RIGHT TO CHANGE

All reasonable care has been taken to ensure that the prices and offers which are published in relation to any goods and services advertised are correct at the time of booking. However, if there is an error, we reserve the right to correct it as soon as we become aware of it. If any corrective change is not acceptable to the Guest after booking, the Guest will be entitled to a full refund of what was paid for the goods and/or services booked.

Explora Journeys will not be responsible for possible variations due to local holidays and/or any other event (strikes, demonstrations, mechanical breakdowns, etc.), which could prevent from delivering any of the Pre- & Post-Journey Additions in a complete or partial way.

Explora Journeys may, at any time, at their discretion, amend, delete, or add to any of the featured Pre- & Post-Additions without prior notice. All information pertaining to Pre- & Post-Journey Additions may be subject to change, including but not limited to pricing, and the operation of the Pre- & Post-Journey Additions.

INDEPENDENT VENDORS ASHORE

All hotels and transfers booked independently by guests, including any accommodation, transportation, and luggage services, are operated by independent parties. Explora Journeys neither supervises nor controls their actions, nor makes any representation either expressed or implied as to their suitability. Explora Journeys assumes no responsibility for any quality level of service, loss, damage, injury, or death in connection with said services. Explora Journeys assumes no responsibility for hotel accommodation, transfers or luggage handling booked independently through vendors or websites that may falsely present their offerings.

ELECTRONIC DEVICES, VALUABLES ON PRE- & POST- JOURNEY ADDITIONS

Explora Journeys shall in no event be liable for the loss of or damage to cash, negotiable securities, gold, silver, jewellery, ornaments, precious stones, works of art, or other valuables carried by guests during Pre- & Post-Journey Additions. Under no circumstances shall Explora Journeys be held liable for loss of or damage to electronics, computers, flash drives, memory cards, handheld or similar devices, cellular telephones, cameras, video or audio tapes, binoculars or recreational equipment carried within guests’ bags and luggage during Pre- & Post-Journey Additions services.

Last updated: 30 May 2025