Congratulations!

1. How soon will I be contacted after I submit my Redemption Form?

Once you submit your redemption form, a member of The Journeymasters Redeem Team will contact you within 24 business hours.

2. How will you handle my reservation?

We will make your reservations and notify you within 24 hours that your reservations are complete. Otherwise, we will contact you with any questions we may have. Reservations should be made at least 60 days prior to travel. The Journeymasters will charge a $50 service fee for reservations made inside of 60 days. We send your travel documents via UPS Second Day Air delivery, with signature required (please have someone available to sign). There is a $50 per person change fee to make changes after The Journeymasters have made your reservations, so please make sure your chosen travel dates are solid before finalizing reservations.

3. Will you check availability for me?

Of course we will! We will check two dates you request for availability. If the space is available, and you instruct The Journeymasters to check another set of dates, a service fee of $25 per date checked will be incurred. To avoid these charges, please be mindful to give us dates that you are sure you can travel.

4. Do I get frequent flyer miles on my airline ticket?

Yes. If you are a member of an airline’s frequent flyer program, please let us know and we will be sure to associate your number with your ticket.

5. Can I extend my stay?

Yes, we would be happy to help you extend your getaway! Please note – you are responsible for the additional cost of extending your trip. Rates for an extended stay vary with each destination or cruise line. Contact us today for the current additional costs. Ask us about combining awards to cover the extension cost.

6. Can I take my children?

Yes! Rates for children staying in the same room as their parents vary with each destination or cruise line. Contact us for the most up-to-date rates. Keep in mind that some resorts are adults only. Look for our useful “family friendly” icon in our printed catalog and on our website to know which properties allow children.

7. What will I need for identification?

All travelers will need a valid government issued photo I.D. (like a drivers license) when travelling within the U.S. If you are travelling out of the country, including Canada, you must have a valid passport. Please be sure that the name on your ID exactly matches the name you give us for your airline or cruise line ticket.

If you are travelling with children: if both parents are accompanying the child, you will only need a valid passport when leaving the country. If only one parent is accompanying the child, it becomes a bit more involved. Please call The Journeymasters at 1 (800) 875-3422 and our Redeem Team will explain the requirements.

Note: Please remember that if you are not a US citizen, including Canadian citizens, you will have to check with your country’s embassy for all travel document requirements.

8. Are there any fees associated with my airline ticket?

There is a $50 per ticket ticketing fee that is collected at the time of ticketing. In some instances there will be a surcharge of maximun $100 per ticket, especially when travelling to Hawaii.

9. Are there cancellation or change penalties?

Each airline, hotel, and cruise line have different cancellation & change penalties associated with their bookings. They are strictly enforced and out of the control of The Journeymasters. For airline tickets, you can expect change penalties of at least $200 per ticket plus any differences in the new ticket price. Our Redeem Team will confirm all cancellation policies for your trip prior to your departure. The Journeymasters will charge a $50 service fee for any changes or cancellations made any time after reservations have been finalized.

10. What if I must cancel my trip outside of your normal business hours?

If you must cancel outside of our normal business hours, please follow these steps:

1. Call the hotel and airline directly and cancel.
2. Get the name of the agent you speak to and the cancellation number.
3. Call The Journeymasters and leave a message with our answering service. We will get back to you as soon as possible.

11. Are there blackout dates?

We will check if the hotel or cruise you have selected has any blackout dates, when they will not accept reservations from us (typically during holidays, school vacations, etc.). Hotel blackout dates are subject to change without notice.

12. How long is my award valid?

You have one full year from the date you received your award to redeem your award without a possible price increase. After one full year, your award is subject to surcharges due to the ever-changing prices in the hospitality industry.

13. What is included & not included with my airline ticket?

Your airline ticket includes a seat assignment if possible, a carry-on bag, and a personal item, such as a briefcase or purse. Your ticket does not include a checked bag. Each airline has different rates they charge per checked bag. Typically, the first checked bag costs between $25-$50 per bag. Please call us for the exact baggage fee on your airline or visit the airline’s website directly.

14. What is included in my stay?

All Above & Beyond!™ destinations include all taxes. Each property has different additional inclusions. The icons listed below each property in our printed catalog & beside each property on our website will tell you about your inclusions at that particular property. If you have any other questions about inclusions, you can call The Journeymasters during our business hours at 1 (800) 875 3422 or email action@journeymasters.com and our Redeem Team will happily answer your questions.

15. What is not included in my stay?

Your stay does not include parking fees, resort fees, transfers (unless otherwise noted with a “transfers” icon), gratuities, and incidentals.

MORE QUESTIONS?

You can always call our toll free number: 1 (800) 875 3422 Monday through Friday between 9:00 am and 5:30 pm EST, or email us at action@journeymasters.com with any questions you have. If you call after hours, a courteous operator will record your message and we will contact you the following business day!

Please Note:

Due to the ever-changing hospitality industry, The Journeymasters reserves the right to eliminate or substitute hotels, airline, or cruise lines at any time, without written notification. We thank you for understanding.