Above & Beyond™ Most Frequently Asked Questions
1. How do I redeem my Above & Beyond™ award?
Click on this "Redeem Your Award" link or the one located on the bottom of the left-hand column on any Above & Beyond page.
When you have completed the redemption form hit Submit. We will contact you within 24 hours.
You may if you wish fill out the hard copy of the redemption form included with your winner's materials and mail or fax it to The Journeymasters. However, you'll find it easier to submit the form from the web. If you want a person to talk to, call The Journeymasters at 1-800-875-3422. Business hours are 9:00 AM to 5:30 PM Eastern Time, Monday through Friday. After business hours your call will go to a wonderful answering service where you may leave a message, or a voice mail, your choice. Either way, we will contact you the next business day.
2. How will you handle my reservation?
We will make your reservations and notify you within 24 hours that your reservations are complete or that we have a question. Reservations should be made a minimum of 30 days prior to travel. The Journeymasters will charge a $25 service fee for reservations made inside of 30 days. We send your travel documents a minimum of two weeks prior to your scheduled travel date via UPS Second Day Air delivery, signature required (please have someone there to sign for the package). The change fee is $50 per person if you change your reservation once The Journeymasters have made your reservation so please take the time to decide exactly when and where you want to take your well-earned award.
3. Will you check availabilities for me?
Of course we will. We will check two (2) dates you request for availability. If space is available, yet you instruct The Journeymasters to check another set of dates, a service fee of $25 per date checked will be incurred. So please give us two dates when you can actually travel.
4. Can I extend my stay? Can I take my children?
Yes and yes. Rates for an extended stay or for children staying in the same room as parents vary with the resort or cruise line. Contact The Journeymasters for the current costs at your chosen destination.
Note: Sandals Ochi Beach Resort in Jamaica, Secrets San Jose and the Hyatt Zilara are adult-only (18+) resorts.
5. What will I need for identification? What will my children need for identification?
For Las Vegas, New York City, Walt Disney World, Hawaii and San Juan, as well as the U.S. hotels in the Almost Anywhere program, all you'll need is a valid Government Issued photo ID since you won't be leaving the U.S. For all other destinations (including cruises) you will be leaving the USA, so you will need a valid passport. If you are flying into the U.S. from any other country, including Canada, you must have a valid passport.
If you are traveling with children: If both parents accompany the child, all you will need for the child is a valid passort. It becomes more complicated if only one parent accompanies the child, or if someone other than the parent accomanies the child. Call us at The Journeymasters (1-800-875-3422) and we will explain the requirements to you.
Note: Please remember that Canadians will need a Passport to enter the U.S. and any destination outside of Canada. Americans will need a passport to enter Canada and any destination outside of the U.S.
6. Do I get frequent flyer miles on the flights?
Yes. We are able to add all frequent flyer numbers to all reservations if you are already a member of their rewards program.
7. What is included on my cruise?
Carnival Caribbean Cruise is seven (7) nights (8) eight days in length. Your award includes an Ocean View Stateroom with a Private Balcony. Also included are two round trip coach tickets from more than 140 cities in the USA. (Some cities may require an airfare supplement of $100 per person.) Cruise line staff to Meet & Greet you at the airport and bring you to the pier, and when your cruise is done, return you to the airport. All meals are included for both of you; you may eat eight times a day (if you CAN eat eight times a day). All the celebrated Carnival Cruise Line ship board daytime and nighttime activities, including different Las Vegas style shows each night at sea, live bands, and orchestras are all included. Port charges are included in your award, however you will be responsible for gratuities, US Customs fee, international departure taxes, miscellaneous airport taxes, beverages and other items of a personal nature.
Important Note: Certain seven (7) night Royal Caribbean Cruises may also be available to you. Cruise Line itineraries change constantly as the ships are reassigned. Call The Journeymasters Redeem Team at 1-800-875-3422 and they will describe the available cruise sailings on Carnival Cruise Lines and Royal Caribbean Cruise lines for your requested travel dates.
8. What is, and what is not, included with my airline tickets?
TICKETING FEE
a. The $50 per person ticketing fee that is collected at the time of ticketing.
b. In some instances there will be a surcharge for the air ticket of (maximum) $100 per ticket. It is rare but when it occurs The Journeymasters will explain it to you.
9. What are the cancellation and change penalties?
Sadly, there are all kinds of penalties in the travel business; some from the airlines, hotels, and cruise lines, and some from The Journeymasters. All of them, we're afraid, are strictly enforced.
AIRLINE CHANGES AND CANCELLATIONS:
Once your tickets are Issued they are non-refundable. If you want to change the ticket, the airline will charge a fee of at least $200 per ticket for any changes plus any increase in air fare. If you don't travel on the scheduled departure date and do not call the airline to change prior to that date, your ticket will have no value.
CARNIVAL CRUISE CHANGES AND CANCELLATIONS:
Even if you change your reservation for the same ship for a different date, Carnival considers that a cancellation.
If you cancel 75 to 46 calendar days prior to sailing, a cancellation fee of $250 per person will be imposed.
If you cancel 45 to 30 days prior to sailing, a cancellation fee of $1,850 will be imposed.
If you cancel 29 to 15 days prior to sailing, a cancellation fee of $2,775 will be imposed.
Cancellations made within 14 days of sailing will forfeit your cruise. There will be no refund.
CRUISE INSURANCE
The cruise lines offer "catastrophe" insurance which covers cancellation in case of extreme emergency such as serious illness or death. The cost is $198 per couple for Carnival at the time of this printing. Let us know when you make your reservation if you'd like to purchase cancellation insurance.
Note: Cruise insurance does not cover pre-existing medical conditions.
THE JOURNEYMASTERS' CHANGE & CANCELLATION FEES
The change fee is $50 per person after your reservation has been confirmed. If you cancel your vacation after your reservations have been confirmed but before the airline or hotel penalties are activated, The Journeymasters will impose a cancellation fee of $250 per person. So, please spend an extra moment to determine exactly when and where you would like to take your well-earned award.
10. When is the latest I can travel?
Consult with your company to find out how long your award is valid.
11. What If I Must Cancel My Trip on a Weekend?
If your trip is scheduled to start on a Saturday or Sunday and you must cancel: 1) Call the hotel and airline directly and cancel. 2) Get the agent's name and the cancellation number. 3) Call us at 1-800-875-3422 and leave a message or send us an e-mail at gp@journeymasters.com with the cancellation number.
12. Are there Blackout dates?
Airlines, cruise lines and some hotels have dates when they will not accept reservations. Blackout dates are not many, and are usually around the big holidays - Christmas, New Years and Easter, or when they expect to be in a sold out position. The Redeem Team at The Journeymasters (1-800-875-3422) can easily tell you if the hotel or cruise you have selected has a blackout date.
More Questions?
Don't hesitate to e-mail us at action@journeymasters.com or call our toll free number 1-800-875-3422 anytime between 9:00 AM and 5:30 PM Eastern Time, Monday through Friday. After 5:30 PM Eastern Time, calls to our 800 number will be forwarded to our answering service. A live and courteous operator will talk to you. You may record your message or leave it with the operator. We retrieve all messages first thing in the morning on the next business day. We will begin working on your request immediately, and contact you with the solution. This saves you an additional telephone call.