Exodus Adventure Travels FAQs

If you wish to make any changes to your booking, particularly if you need to alter any flights booked through us, please let us know as soon as possible. There is a booking or flight amendment fee of £40 per change and flight amendments often incur extra airline costs depending on the changes to be made and if the ticket has been issued or not. All requests for changes should be referred to Customer Operations.

If you need to cancel your booking, please let us know as soon as possible. This is required in writing and you should refer to the booking conditions with regards to any cancellation charges that may apply. Normally, if you cancel before the final balance is due, the deposit and insurance premium are non -refundable but we can usually hold your balance for you to use on a future trip. Please note that there is a rebooking fee of £40 to do this, contact Exodus for further details. Once your final balance has been paid, there is a sliding scale of charges, outlined in the booking conditions.

If you wish to transfer your booking to a different holiday or traveller, you should contact us before the final balance is due for your existing holiday, and there is a £40 fee to do so. Any changes are also subject to any additional fees charged by local suppliers or airlines. Transfers after the final balance is due are classed as a cancellation and re-booking. For cancellations or transfers, please contact Customer Operations.

Click here for full details on transferring deposits.

See the Booking Conditions page

The balance of your payment is due 90 days (133 days for Polar trips) before departure. Your invoice shows the date your final balance is due and, if you have booked directly with Exodus and we have an email address for you, a reminder will be sent out 1 to 2 weeks before this date. To pay, you can use any of the following methods, quoting your booking reference in all cases:

• You can pay the balance of your trip online here. To do this you will need your reservation number, surname of the lead passenger of the booking and date of birth. Please note that we do not accept payment by Amex. There will be no fee applied to payments made on any other card types.
• Pay us by Bank Transfer – Payments in £ Sterling should be made to Exodus Travels Ltd. Please refer to your invoice for banking details, should you wish to pay in a different currency, please contact us directly.

A receipt of payment will be emailed out to the lead booker within one working day of payment being received. If you have not received a receipt and would like one, please contact us. If payment is not made on time you may lose your place on the trip, although we will always do our best to contact you before we cancel your booking.

Exodus will guarantee your trip once the minimum number required for the package has been reached. You can check the status of your departure on our website, or you can find this on your most up to date invoice. We will be in touch as soon as a final decision has been made on your departure. If your departure fails to reach minimum numbers, a member of our sales team will be in touch to discuss options with you.

Your final joining instructions and flight details, if booked with us, will then be sent out 2 to 3 weeks before departure. If you would like a hard copy posted, or if you require these any earlier, please contact the customer operations team. We advise that if you are booking connecting travel before receiving these, please ensure you leave plenty of time.

Joining the tour
When you purchase a tour on a land only basis, you take the responsibility of reaching the start point of the tour yourself. In most cases, the start point of the tour is the first night’s accommodation; the start point is referred to in trip notes and on your invoice for that trip. Our Final Joining Instructions sent to you 3-4 weeks prior to departure contain detailed advice on how to reach the start point from the main airport for that destination, including the full address.

Where do I meet the leader and the group?
You will meet the leader and the group on the trip start date in destination, either on an arrival transfer or at the start hotel. We do not provide the leader’s contact number in advance. Should you need to contact your leader for any reason, you will be able to find the local teams contact details in your Final Joining Instructions which will be sent to you around 3-4 weeks before departure. When you arrive at the start hotel there will be an Exodus sign in the reception area which will provide the contact details for you leader.

Making use of Exodus transfers
Exodus provides free group transfers which are timed to coincide with the arrival and departure of a chosen flight from London, UK.If you have booked land only and your flight arrangements allow you to make use of the Exodus group transfers, then we can arrange for you to join these at no charge. You must request this in advance and provide us with your flight arrival details.

You should be aware that if your flight is delayed, the Exodus group transfer will not wait for you indefinitely (we usually set a maximum waiting period of 30 minutes beyond the scheduled arrival time) and you will be responsible for the cost of your onward travel arrangements to catch up with the group.

Changes to group flight arrangements
Occasionally we are forced to change the group flight and re-arrange the group transfer accordingly. If any changes are made, we will be in contact as soon as possible for guidance on how to reach the accommodation independently, or to provide a quote for a private transfer at your own cost, if the transfers no longer coincide.

Seat Requests
If you have flights booked through Exodus, please note that we do not automatically allocate seats to your flights. If you have a specific seat request, please contact our Customer Operations team and we will request this with the airline where possible. Please note that most airlines will charge to pre-book seats or don’t allow this until check in and some seat requests may be changed at the airline’s discretion.

Dietary Requirements
If you advise us of any dietary requirements at the time of booking or in sufficient time before you travel, these will be automatically passed on to the airline concerned. Please note meals are not included in the ticket cost for many European and short haul flights these days.

Do you send out flight tickets?
If you have booked your flights through Exodus, you will need to check in online via the airlines website to obtain your flight tickets. Instructions on how to check in online can be found below.

Online check-in
It’s important to check in online in advance of travel where possible. Please go to the airline’s direct website for Online check-in. The airline reference we provide with your Final Joining Instructions, sent 3-4 weeks prior to departure, is usually all you need. Although sometimes they will ask for a full ticket number, which our Customer Operationsteam can provide when requested.

However, if we have booked your flights as part of a block allocation of seats then you will not be able to check-in online, even if the airline offers this service, and will therefore need to check in at the airport on the day of your flight. Please feel free to call our Customer Operations team on 0208 772 3747 for further details.

Baggage allowance
We include 1 standard checked bag per person for flights, and you can view the allowance on the airline’s website directly. We recommend that you don’t travel with more than 20 kilograms of luggage. Some international flights may have higher allowances for checked baggage, and exact allowances are available from our Customer Operations team. On certain holidays that include domestic flights, there may be lower allowances; this is mentioned in the trip notes if applicable.

Should you wish to upgrade your baggage allowance, this can usually be done through the airline’s website using your airline locator reference, found on your Final Joining Instruction document.

Joining the tour
Each Exodus holiday has a designated group flight. This is the recommended flight for use in conjunction with this trip and will be the one the tour leader meets at the start of the holiday. It is possible, due to limited availability or higher costs, that clients may travel on flights other than the designated group flights to make the trip, even when booking through Exodus. Some clients also choose alternative flights if they prefer a different airline or route.

Where do I meet the leader and the group?
You will meet the leader and the group on the trip start date in destination, either on an arrival transfer or at the start hotel. We do not provide the leader’s contact number in advance. Should you need to contact your leader for any reason, you will be able to find the local teams contact details in your Final Joining Instructions which will be sent to you around 3-4 weeks before departure. When you arrive at the start hotel there will be an Exodus sign in the reception area which will provide the contact details for you leader.

Transfers
Arrival and departure transfers are included in the price of any trip booked with group flights, and these are booked for you automatically. If you are travelling on alternative flights, then separate transfer arrangements may be required; this may involve waiting for the group transfer, booking a private transfer or deciding to make your own way at your own cost. Any alternative arrangements will be discussed at the time of booking and your confirmation invoice will show what transfer type has been confirmed for you.

Changing my flights
Once booked, your flight may be changeable depending on the airline conditions of contract. If you wish to change your flight details, you should contact Exodus as soon as possible. Any changes are subject to availability and may involve additional costs. Once your ticket has been issued (usually 4 to 8 weeks in advance of travel), changes are generally more costly and sometimes not possible at all.
 
Changes to group flight arrangements
Occasionally we are forced to change the group flight and re-arrange the group transfer accordingly. If any changes are made, we will be in contact as soon as possible for guidance on how to reach the accommodation independently, or to provide a quote for a private transfer at your own cost, if the transfers no longer coincide.

Missed connections and flight delays
When you buy your international flights through Exodus, we guarantee to get you to your destination at no extra cost to yourself and as quickly as possible. If your flight is delayed, cancelled or you miss a connection, we will do what we can to reroute or rebook you as required, but sometimes this is handled directly by the airline. If you miss your flight through your own fault, the airline will normally assist you with rebooking your travel, but you may incur additional costs. If you are due to arrive on different flights to those originally booked, you must contact Exodus immediately (or our out of hours service) to inform us of your new flight details, so that we can pass them to the leader locally.

Please note that if, for any reason, you don’t show up for your original outbound flight (if you decide to buy a new ticket to reach your destination, for example) that airlines will usually then class you as a no-show and also cancel your inbound flight home. If you are considering buying a new ticket for any reason and have your flights booked with Exodus, please contact us before doing so, as we will need to confirm whether your original inbound flight will still be valid.

Denied boarding
EU regulations are in force to protect clients who are denied boarding or who are delayed by an airline. These apply to all flights originating in the EU or flying into the EU using an EU carrier. If you are ‘bumped’ or have your flight cancelled without at least 14 day’s notice you are entitled to compensation unless the airline can prove that it was due to circumstances beyond their control. If as a result of being denied boarding, you are delayed by more than 12 hours, you have the right to cancel your booking and receive a full refund. The airline must also supply suitable meals and refreshments. Complimentary refreshments are also an entitlement if your flight is delayed beyond a certain number of hours. For full details please visitwww.ec.europa.eu/transport/air_portal. If you are at the airport, you can also ask the airline representative for written details of your rights.

Assistance while travelling to your destination
Exodus offers a 24-hour assistance service to all our passengers. Anyone who has trouble or major delays on their flights should call Exodus (or our out-of-hours service) to advise us of the latest situation and to see what assistance we can offer. However, in many cases the airline handling your booking will be your point of contact for rearranging flights, providing overnight accommodation and general airport assistance. Exodus does not have representation at any UK airports or any overseas transit airports and has limited contact with UK airline offices over weekends.

You will find current visa requirements for British passport holders in your trip notes. Other nationalities should check with the embassy of the country they are due to visit.

Please note that your specific requirements, and other immigration requirements are your responsibility. Where we become aware of changes to visa requirements, we will notify you as soon as possible and whilst we will make our best effort to advise you of requirements, we cannot be held responsible for any sudden changes to regulations or mistakes made by embassies or third parties.

Please note that not all nationalities have the same eligibility for travel to or via the USA, and you may not be covered by the visa waiver programme below. If you do not hold a British passport, please check the visa requirements with your local US embassy.

If you are travelling to or via the USA, the US authorities have introduced a requirement for passengers travelling under the Visa Waiver Programme (VWP) to register for Electronic Travel Authority or ESTA which costs US$21. For additional specifics please consult the VWP information on the U.S. Embassy London website. Visas are required for some nationalities and requirements often change; it is your responsibility to obtain any required visas and fulfil any requirements for your trip. We recommend that you check with the nearest embassy or consulate of your chosen destination(s), including any countries you may be transiting or transferring through.

It is an essential condition of joining an Exodus holiday that you have a valid travel insurance policy, not only to cover the cost of medical treatment, but also to protect the value of your holiday in the event of cancellation.

If you wish to purchase travel insurance, we recommend purchasing from our partner Campbell Irvine here, who have created a tailored policy specifically for Exodus customers. Exodus is an Unregulated Introducer Affiliate of Campbell Irvine Ltd who are authorised and regulated by the Financial Conduct Authority. Please note this policy is only available for customers who reside in the UK.

The Campbell Irvine Travel Insurance Policy automatically provides cover for all activities (including optional activities) undertaken as part of an Exodus trip. This includes amongst others, trekking at any altitude, white water rafting at any grade, scuba diving and horse riding. The policy also provides 24-hour medical emergency assistance and cover includes medical emergency repatriation by helicopter.

Whilst we are not able to provide a comprehensive packing list for each tour, as all individual’s packing requirements vary, we do publish a Universal Packing List to assist with packing. Additionally, you can find a trip specific packing list under the What To Take section in your trip notes. If you are still unsure on what to pack, please get in touch with our Customer Operations team who will be happy to help. If you need to buy any new clothing or equipment don’t forget that as an Exodus customer, you have a 12.5% discount with Cotswold Outdoor. Please get in touch with our Customer Operations team who can provide you with the voucher.

For our active trips, we are often asked ‘what kind of fitness levels are required?’ or ‘what kind of training do I need to do?’ Of course, if you have booked a trip that is at the upper end of your capabilities, you want to know that you have done all you can to prepare. Unfortunately however, these questions are often the most difficult to answer. Only you know your current fitness levels and capabilities, and can prepare according to the options available to you.

Where altitude is involved, your ability to acclimatise is going to have a much greater impact on your progress than your fitness. However, poor fitness and preparation is certainly not going to increase your chances.

It is always best to make your preparation as close to the real thing as possible. There is no point in relying on your weekly squash game (short bursts of explosive energy) to prepare for several consecutive days walking with major ascents and descents. Of course, its tough to replicate the major mountain ranges in the UK, but make sure you include ups and downs if you are preparing for a mountain trek. If you are still unsure about your fitness, or the difficulty of the trek or cycle ride, we suggest you refer again to our grading system.

Exodus monitors the UK Foreign, Commonwealth & Development Office (FCDO) travel advice closely for every country we visit, and we follow their advice to the letter. Should the FCO advise against travel to country or a region for any reason, we will contact everyone who is booked to travel to look into alternative options. Please read our Covid and Post-Pandemic Travel for more information here.

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Health advice
Exodus does not give specific health advice, but our trip notes do mention any compulsory or suggested vaccinations, and will recommend our clients take malarial prophylaxis for known malarial areas. Exodus recommends all clients contact their GP or Nomad Travel Health for all up to date advice on all vaccination and malarial issues for the country they are due to visit. Please note there is a wide range of advice available and you may find conflicting information for the same areas, but we always advise you seek qualified medical advice.

Water purification
Plentiful clean drinking water is of course a requirement to stay healthy in any country. For the vast majority of our trips, we arrange for treated, boiled or bottled water to be available at all times. Certain trips in remote areas may require our clients to provide a system of water purification themselves; if this is the case, it will be clearly explained in the trip notes.

Travel in the developing world or into remote locations exposes all travellers to an increased risk of low level stomach infections. Your tour leader will outline the basic precautions, but even the most careful travellers can still pick up bugs. Personal hygiene and sensible eating and drinking are the best precautions, but you may wish to take rehydration salts to aid your recovery should you become unwell.

Your own first aid or medical kit
For all remote or active trips, your tour leader will be first aid trained, and will carry an adequate first aid kit or medical kit. However, we recommend that clients carry a small first aid kit for personal use.

For some items you may need to consult your doctor for a prescription. If you are travelling to remote areas in developing countries, you may also like to consider taking a sterile needle kit (please be careful to pack this in your hold luggage for airport security).

The following list is intended as a guide only:
Plasters (including blister plasters for walking trips); sterile dressings and bandages; simple pain killers e.g. paracetamol or ibuprofen; antiseptic cream; antihistamine cream (for insect bites); sunburn cream; anti-diarrhoea pills e.g. Imodium or Lomotil; rehydration salts e.g. Dioralyte.
Please ensure you carry any essential personal medication in your hand luggage rather than checked in bags.

European health insurance card or EHIC (formerly known as E111)
If you are a UK citizen and are travelling in Europe you should obtain the European Health Insurance Card (EHIC).You can apply for this card, free of charge, by:

1. Calling 0845 606 2030
2. Picking up an application form from your local post office
3. Online at www.ehic.org.uk

Each member of the family or individual requires their own card. For more information, a copy of ‘Health Advice for Travellers’ is also available at the post office. Please be aware that this cover operates with only certain member countries of the EU. EHIC cover should not be considered a substitute for travel insurance.