HELP

How do I book my trip?

You have to take four simple steps to get you to your dream destination:

1. Take advantage of our easy-to-use search function to find your desired destination or preferred style of travel.

2. Fill the request form to get an itinerary and price quote.

3. Finalize the trip’s details with the local travel agent you selected.

4. The local travel agent creates a final offer, which you accept and pay via bank transfer or using the secured credit-card payment page.

What do I do after I book my trip?

Once you book your trip, all you have to do is a countdown until you begin the trip of your life! Our Customer Support team will be there to answer any questions you may have. 

How does the payment process work?

As soon as we receive your deposit or down payment, your trip is officially reserved and we will send you a confirmation.

Who is responsible for ensuring that my trip goes ahead as planned?

The local agencies are responsible for the services that they offer and sell. Ollami is always at your disposal as a trusted third party to intervene, if necessary, and to settle any disagreements between you and your selected travel agent as quickly as possible should any inconveniences arise. In addition, in the unlikely case that an agency defaults (for example, bankruptcy, discontinuation of service), Ollami guarantees that the services agreed upon will be provided by another local agency. So that in any case your trip will still go ahead as planned.

What is a local travel agency?

Local travel agencies are based in the destination country that you want to visit and are in charge of operating the trips. When a travel agency in your home country sells you a package, they use these local travel agencies, for which they charge a fee. With Ollami, you get direct access to these tour operators so that you can tailor the trip to your exact needs (which is hard for your home travel agency to do as they have less control of the trip), thus also cutting the intermediaries fees.

Who do I contact if I have any problems during my trip?

If you have any problems during the trip, you should contact your local travel agent directly. If the issue is not resolved with them, you can contact Ollami, we are available 24/7.

What are the advantages of booking with a local travel agency?

By booking with a local travel agency, you benefit from the expertise of local experts who know their country inside out, much better than any of the travel agencies in your home country. If you're looking to get off-the-beaten-track and set off on a holiday unlike anyone else's, there's no one better to ask than our partner agents. They're passionate about their destinations, and will do everything in their power to ensure that you have a truly unique, authentic experience in their country. Don't hesitate to ask them questions - after all, it's their job to design your perfect trip.

Who should I send complaints to if I have a bad experience?

Client satisfaction is very important to Ollami. If you are not entirely satisfied with your trip, we ask that you discuss this first with your local travel agent, who will try to find a solution. If you would like to make an official complaint, don’t hesitate to contact Ollami’s Customer Service at info@ollami.com. We will do everything in our power to solve the problem. 

What documents do I need to send to the local agent?

Once you confirm that you’re happy with your trip proposal, you may be asked to send a photocopy of your passport(s), so have this ready to send in advance.
Different agencies may ask for different documents, which you should prepare as per their request.

How long will it take for the local agent to get back to me?

At Ollami, we value your time and understand that planning a trip impacts your personal and professional life. Once you have submitted your inquiry, you will get the requested itinerary and price quote directly from the selected local travel agent. 

The agent will get in touch with you anytime between 24 and 48 hours from the time you send a request, taking the time difference into account. If you don’t hear from them within that time, get in touch with us.

What part of my trip can the local agent personalize?

You can personalize practically every aspect of your trip from start to finish: the route, the duration of the different legs of your journey, whether or not you would like a guide and/or driver, your mode of transport (car, train, bus, boat), your accommodation type (tent, homestay, hotel, motel, luxury hotel), your onsite activities, how many free days you’d like in the itinerary, and much more.

Cover all this with your local travel agent so that they can adapt their services to what you want in terms of both requirements and budget.

How do the trip planning and booking work?

After receiving an initial itinerary proposal, you’ll be able to modify every aspect of your trip with the local agent until it matches exactly what you want. Once you’re happy with the offer, the agent will send you a secure payment link via our website so that you can formally make a booking.

How much time does it take to design a trip with a local agency?

For a simple tour, the exchange of short messages with the local agent may be enough. Depending on the length and complexity of your trip, it can take up to several weeks of email exchanges to create the perfect itinerary for you.

I'm not happy with the proposal the local agent sent me. What can I do?

If you are not happy with the trip proposal your local agent sent you, or if you have not received any response from the local agent you contacted, do not hesitate to contact another local travel agent in your destination country. The travel agents in our site are independent of each other and we encourage our travelers to contact several to find the perfect match.

Can the local agent help me obtain a visa?

Many agents can provide advice and practical information about a visa application.

Do I need travel insurance?

Yes. We recommend that you secure insurance before setting off: either cancellation insurance or repatriation insurance, which can be extremely useful in cases of emergency.

For credit or debit cards, your bank is the best place to go for information on the various insurance options while you’re abroad. 

Please also note that by purchasing your trip via the Ollami Travel website, all travelers included in the booking are covered by our complimentary Repatriation Insurance.

Can the local agents reserve flights?

Local flight may be covered in the trip itinerary. This should be discussed with the travel agent you contact.

Can I combine multiple countries in one trip?

 

Sure! You can combine as many different destinations as you want. Occasionally, when a cluster of countries is near each other, an agency can organize a trip to several of them. Don’t hesitate to discuss this with your sleeved local agent.

If the countries you would like to visit are further apart, simply send a separate enquiry for each destination.

How far in advance do I have to book my personalized trip?

Most of our travelers tend to start planning their trips with a local agent around 3 months in advance. In any case, make sure you factor in enough time in advance so that you don't find yourself depending on accommodation availability, as popular choices can sometimes be booked up in peak seasons. But even if you find yourself looking for a spur-of-the-minute vacation, many of our travel agencies can accommodate bookings on very short notice.

How do I modify or cancel my trip?

If you want to modify details of your trip, contact your local travel agent directly to make the necessary changes. 

If you’re looking to cancel your trip, this should take the form of a more formal letter, fax, or email to the local agent. Cancellation fees will apply, with amounts depending on how far in advance you are cancelling, and on the agent’s terms and conditions.

As an example, the following are terms and conditions that typically apply, as communicated by some of our local partner agents in their own terms and conditions: 

·  More than 30 days before departure: 5% of the overall price of the trip.

·  Between 30 and 22 days before departure: 25% of the overall price of the trip.

·  Between 21 and 8 days before departure: 50% of the overall price of the trip.

·  Between 7 and 3 days before departure: 75% of the overall price of the trip.

·  Less than 3 days before departure/after departure date: 100% of the overall price of the trip.

To verify whether cancellation fees apply to your reservation, it is up to you (the traveler) to give notice of cancellation within the period outlined in the selected agent’s cancellation terms and conditions. Cancellation insurance is not refundable.

The local agency’s terms and conditions will apply, and the cancellation fee will be debited from the deposit you paid when you made the reservation.

Each local agent is required to send you their terms and conditions that will apply in case of cancellation.

How do I make an enquiry?

Once you’ve chosen a destination or have a tour idea that appeals to you, fill a short form in the Ollami website telling us how many people are traveling, the type of accommodation you want, and when you are planning to go. You will then receive an itinerary and price quote. Sending an enquiry is completely free and you have not obligation to buy any offer.

How does Ollami select its partner local agencies?

The entire Ollami team is dedicated to selecting and training local travel agencies. We only work with agencies that adhere to specific criteria, including expertise, professionalism, responsiveness to enquiries and questions, number of languages spoken, affordable prices, commitment to responsible tourism, and flexibility

Do local agents take the time difference into consideration when they call?

Yes, they do.

Do you organize fixed-departure tours?

Whether you're looking to travel alone, in a couple, or with several other people, you can always join an existing group tour. The group tours we offer cater to small groups from 8 to 15 people (depending on the destination).

If you're looking for a group tour and your dates don't quite match the fixed departure dates, don’t hesitate to get in touch with the local travel agent. They'll do everything they can to try and find an optimum solution for you.

Note that group tours, even with a small number of participants, are flexible but cannot be entirely personalized. Departure dates are mostly scheduled in advance, and you'll have less freedom than travelling independently. The purpose of this type of trips is to experience a country in the company of a nice group of people and at lower cost. If you'd like to personalize the services you’ll receive, we suggest that you choose a personalized option. Don't hesitate to get in touch with one of our partner travel agents, who will help you make the best possible decision.

What is a tailor-made or personalized trip?

A tailor-made or personalized trip is a trip that is designed exclusively for you and your travel companions.

Together with a local travel agent, you have the freedom of choosing what you want and don’t want to do, including daily activities, itinerary, type of accommodation, and more. Ollami’s local agents are specialists in their field and have expert knowledge of their country. They are there to help and give advice wherever and whenever needed, and to create the trip plan that matches your needs and expectations.

Your perfect trip is only a click away.

What financial protection do I have?

All package holidays are covered by a mechanism that protects your money if the local agent fails or defaults. 

How can I pay a local travel agency securely?

Payment to the local travel agent is through Ollami, so you know that your payment is secure. You can pay by bank transfer or using all major credit cards.

What is included in the total price of my trip?

The price of a personalized trip will vary according to how much and what exactly you personalize. The proposal the selected travel agent sends you will have a detailed breakdown of the price and what it includes.

Moreover, next to all the tours featured in the Ollami website you will find a table displaying what the tour includes or does not include.

Why is the price of my trip proposal not the same as the one shown on the website?

The prices displayed in our website are ‘starting from’ or typical package prices. If your trip is customized and personalized according to specific needs and requirements, the final price will obviously depend on those customizations (accommodation, guide accompaniment, activities, length of trip, and more). If you’d like more information on pricing, do not hesitate to ask the selected local travel agent.

Is the price affected by exchange rates?

Our agencies calculate the trip and services in their local currency. However, quotes and proposals are converted for your convenience and sent in most major international currencies.

Can we split a payment among several travelers?

If you’re travelling in a group and want to split the payment among several, please contact us at info@ollami.com

My payment won’t go through. What can I do?

Please contact our Customer Service department at info@ollami.com

What do the Standard, Comfort and Luxury accommodation levels include?

We know that accommodation is important to you. With Ollami, the more diverse the trip, the more possibilities for different types of accommodation, ranging from staying with a local family to spending the night under the stars in a tent. What’s more, no matter your budget, our travel agents will make sure you get the best value for it.

At Ollami, we value transparency and therefore require our local travel agents to provide links and photos of every types of accommodation they offer. Any questions you have should be addressed by them.

For your convenience, we have filtered the accommodation types into three main categories:

  • Luxury – this is usually a 5-star hotel that provides excellent high level of service and comfort. However, certain luxury trips may have itineraries where no 5-star hotels are available. In these cases, our experts choose the best available hotel for that location. For example, if you’re going on a safari to Africa, the trip available with a luxury option will generally refer to luxury camping accommodation (that is, a real bed in a fancy tent with private bathroom). To see full details, check the hotel information relevant to the dates you choose.
  • Comfort usually means a 4-star hotel. This level provides comfortable beds, room service, minibars, great guest service, and sometimes spa facilities. However, you should be aware that trips in a comfort version may include a night or two in standard accommodation. This will depend on the destination, for example, if you’re going to a national park.
  • Standard is usually a 3-star hotel, which are carefully selected by our experts. It is usually a smaller and charming (with private bathroom) accommodation, which can often be a family-run lodge, hotel, motel or hostel. They are always a great way to meet the locals.

Note that trekking and safari camping are marked as Standard when staying in tents. You can always ask your local travel agent to mix and match and spend a couple of nights in a luxury or comfort hotel and others in standard accommodation.

If your itinerary includes more basic accommodation or no private bathroom, it is indicated in the description.

Can I ask for specific services in addition to what is offered on the website?

Yes, of course! 

Ollami has selected the best destinations and local travel agents so you can decide what is optimum for you. Our online platform showcases some amazing trips for inspiration, which you can then personalize and tweak as you want. Our travel agents will customize the trip to your travel preferences, dates and budget. There are no limitations to what you can do!

What types of meals are available if I book with Ollami?

For an optimum experience, we always recommend to notify the local travel agent of your preferences and requirements. This will help them make sure that they adapt the trip and the meals to your nutritional likes and/or limitations. 

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