Frequently asked questions (FAQ):
Which is the best tour to see Red Hot Lava?
How do I make a booking?
What forms of payment do you accept?
What discounts are available?
Is my money safe?
Is the flight to the destination included in your tours?
Do I need personal travel insurance?
Do you offer travel insurance?
I'm interested in this trip, but I cannot take part on the announced dates. Do you offer custom dates?
Do you offer customized tours?
What happens if the minimum number of participants is not reached?
Which tour to choose:
Which is the best tour to see Red Hot Lava?There are many great places and volcanoes to choose from, but we have listed the top 5 choices here if your primary interest is seeing Red Hot Lava (from close)!
Booking, payment, discounts questions:
How do I make a booking?You can make a booking simply by letting us know - through email, via our booking inquiry forms, fax, telephone or other means - that you want to book a space on a tour. Normally, we need from you (& all accompanying participants) at least the following information:
- your full names as written in your passport (in some cases: passport number & exp date)
- your (billing) address and telephone number
- your birthday/age
- your travel insurance details if you don't opt for the insurance package we offer in combination with our tours (see details here)
- for most tours, we also require you to sign a liability release form prior to joining.
We will then reconfirm your booking, reserve temporary spaces and send you an invoice as well as other documents if applicable. To finish your booking you will need to send us a (normally 30%) deposit as specified in the invoice. If we do not receive the deposit from you in time your booking is automatically cancelled.
What forms of payment do you accept?At the moment, we accept the following forms of payment:
- Bank wire (preferred) from within the EUR zone or EU countries, using IBAN / BIC (SWIFT) codes provides a fast and reliable way to transfer money, and within the EU countries, it is free of charge.
For transfers from outside the EUR zone, we recommend TransferWise as a reliable, fast and inexpensive way to transfer money, avoiding sometimes huge bank fees.
- Credit Card: Visa and MasterCard
- We do NOT accept PayPal.
What discounts are available?Discounts on our tour prices are available for most tours under certain conditions. As our growing number of return clients know, we reward you if you book with us again or invite others to join you. Here are the rules for discounts:
1) Returning customers (5-8%)
Our frequent travelers receive 5% discount on the base price of the tour (excl. single supplement, flight and other extras). Those who already have been on at least 3 trips with us are rewarded extra with 8% discount on the base price.
2) Group booking discount (5%)
If at least 4 people book together on a group tour, we offer 5% discount in combination with the returning customers discount up to a maximum of 10%.
3) Special discounts
Other discounts (e.g. on pilot tours, last minute, early booking etc.) are sometimes available to subscribers of our newsletter which we send from time to time.
4) Child & infant discounts
can range between 20 -100%, but it depends on each trip (and whether the trip is suitable at all for children & infants). So, please get in touch with us to find out.
Is my money safe?
Flights, insurance and other questions:
Is the flight to the destination included in your tours?In most cases, the flight ticket is NOT included,- because our clients come from literally all corners of the world and groups are generally mixed. However, on request, we can include a flight ticket for you and book your flight.
Do I need personal travel insurance?Yes. We require you to have adequate travel insurance. Minimally, it must reasonably cover costs in case of accident and medical emergencies abroad. We can include this for you on your tour.
Do you offer travel insurance?Yes. On request, we can include a comprehensive travel insurance package covering, among others, trip cancellation, medical and accident insurance for you when you book a tour. For more information, please look here.
Tours and travel questions:
I'm interested in this trip, but I cannot take part on the announced dates. Do you offer custom dates?If you cannot match your holidays with the time window required for a certain tour, you can inquire about a custom date that fits your schedule for most tours. If this is possible (it is in most cases), you can either opt to have the tour organized for you as a private tour, or - if it is long enough in advance,- we can announce your custom tour date in our online schedule in order to try to find additional participants.
The price for custom tours will mainly depend on the number of participants.
Do you offer customized tours?Most programs can be offered for individuals or groups at custom dates as private tours. The itineraries and services we include can be highly adapted to accommodate your personal preferences. Being a team of professionals specialized in small and private tours, this is actually one of our specialties and strengths. Our group tour programs can serve as starting points for your planning.
Please get in touch with us if you're interested in a custom tour. Depending on the amount of work needed to work out a personalized proposal, we might ask you for a small advance and non-refundable service fee, which of course will be credited towards your deposit if you are able to eventually book the trip with us. This policy is necessary for us to focus only on serious inquiries. We don't offer budget trips from the rack, but strive to offer the best service available at reasonable price.
What happens if the minimum number of participants is not reached?Sometimes we don't find enough participants to be able to run a tour and technically, we could cancel the trip. In most cases, we are able to still run the tour but must charge a supplement which depends on the actual number of participants. If the number of participants increases afterwards, the per-person-price is readjusted in your favor.
When the number of participants is below the critical level, we will inform you about 2-3 months in advance of the trip and consult you with your options, which can include the additional supplement or simply waiting for more participants.