Before you travel
Q: What travel documents do I require to travel to my destination?
A: Please visit Travel.gc.ca - Home or Travel Requirements + Restrictions | COVID19 Restrictions | Safe to Travel | redtag.ca
Q: I want to add seating to my reservation, how can I do this?
A (i) If you made an air only reservation, please refer to the airline locator on your e-documents and select your seats directly on the airline website.
A (ii) If you booked a vacation package, please refer to your TripBook link as seat selection may be available online. If seat selection is not available, please contact us for assistance. Please note, we strongly recommend purchasing advanced seat selection. Advanced seat selection will incur an additional fee. If advanced seat selection is not completed, seats will be assigned.
Q: Where can I see information about the number of bags I am allowed on my flight and any costs related to baggage?
A: If you have booked a vacation package, please refer to the site below for your specific tour operator
- Air Canada Vacations
- Caribe Sol
- Hola Sun
- Porter Escapes
- Sunwing Vacations
- Transat Holidays
- WestJet Vacations
For air only bookings, please refer to your electronic ticket or contact us for more information.
Q: Do I have transfers included on my package reservation?
A: Most vacation packages include roundtrip airport transfers. To validate if your package includes transfers, please pull up your trip on our website. If transfers are included, a transfer icon will appear next to the package.
Q: Name correction – I need to correct the spelling of my name – how can I do this?
A: If you have booked a vacation package, please refer to your TripBook link as minor name corrections may be permitted online. If name correction is not available online, please contact us for assistance.
Q: Changes – How can I change my reservation?
A: If you have booked a vacation package, please refer to your TripBook link as changes may be permitted online. If the change is not available online, please contact us for assistance.
Q: Cancel - How do I cancel my package reservation? Is my reservation refundable?
A: The cancellation policy may vary depending on the tour operator. Please refer to your invoice for all terms and conditions.
Q: Where do I find the cancellation policy for my car reservation?
A: The cancellation policy may vary depending on supplier, please review your invoice or call our contact centre.
Q: Where can I see my hotel cancellation policy?
A: The cancellation policy may vary depending on supplier, please review your invoice or call our contact centre.
Q: How can I purchase insurance for my upcoming trip?
A: If you have booked with a travel agent, please contact your travel agent or call our contact centre. For online bookings, insurance can be purchased online at https://www.redtag.ca/travel-insurance or by calling our contact centre.
Q: I did not receive my booking confirmation by email, who do I contact?
A: Online booking confirmations will be sent from reservations@redtag.ca. Please ensure that you have checked any junk or spam folders associated with your email account. If you are unable to locate your confirmation email, please contact our office.
Q: What does it mean when my booking comes back as pending or processing status?
A: Your booking is being processed. If there are any issues, we will contact you at the phone number or email address provided on the reservation.
Q: When will I get my e-documents?
A: Tickets are issued electronically, and we will email them to you within two weeks of departure, or within 48 hours (about 2 days) for last-minute reservations.
Q: I lost my e-documents, can they be replaced?
A: If you have booked a vacation package, please refer to your TripBook link as you may be able to resend your e-documents. For any other products or if this service is not available online, please email us at ticketing@redlabelvacations.com. For urgent departures, please call our office.
Q: Best price guarantee – I found a lower price; do you price match?
A: Price-matching applies to new bookings only and cannot be retroactively applied once the booking is complete. For new reservations, please contact our sales department at 1-866-573-3824. For full terms and conditions, please visit https://www.redtag.ca/best-price-guarantee/.
Q: Why does the price change from the search/availability screen to confirmation page?
A: redtag.ca is a live site and connected directly to the tour operators, airlines, cruise lines, and consolidators. All prices displayed during an online search are based on cached data that can be a few hours old. The last screen before the booking is confirmed is where a third-party suppliers' software accesses live pricing and inventory. Automated tools are used to constantly seek out the latest prices and inventory from tour operators, airlines, cruise lines, and consolidators and bring it to a centralized database, which is called a ‘shopping’ database. It’s not live, but it is updated frequently enough to be virtually live.
Q: Is it safe to use my credit card on your website?
A: All personal information collected during the booking process is protected by our secure network using SSL technology protocols and normal private network security systems. SSL technology also encrypts your credit card information before it is sent to the supplier/tour operator.
Q: Can I pay with multiple forms of payment for my online booking?
A: Multiple payment may be available depending on the product you are purchasing.
Q: How do I add final payment to my booking?
A: For vacation packages, please refer to your TripBook link as final payment may be permitted online. If you are unable to make the final payment through TripBook link, please call our contact centre for assistance. For cruise bookings, please call our contact centre or your agent directly for assistance.
Q: Are there any deals coming up, or are there any promos available?
A: Please check the website regularly for current promotions or sign up to the Newsletter to stay informed.
Q: I received an error message when making my online booking – who can help?
A: Please call the contact centre and select existing bookings to ensure a booking was not confirmed and to get assistance with your reservation.
Q: When should I arrive at the airport?
A: We recommend you arrive at the airport at least 3 hours prior to departure. Due to local conditions, some airports suggest longer recommended check-in times. Please take note of specific check-in and boarding gate deadlines for flights departing from those locations.
Q: How can I check in for my flights?
A: Most airlines allow for web check-in 24 hours prior to departure. Please go onto the airline website with your airline locator. (Check-in window may vary, please check the airline website for more information).
Q: When will I get my boarding pass?
A: Boarding passes will be issued by the airline once you are checked into your flight.
Q: What terminal will I depart/arrive from?
A: Please check your e-ticket or airport website directly for terminal information.
Q: How can I check my gift card balance?
A: Please call the contact centre for your gift card balance.
Q: How can I redeem a gift card?
A: Please call the contact centre to redeem your gift card.
Q: How will I know what my Uplift interest rate and payments will be?
A: Once an application is approved, you will be advised of your interest rate and payment options OAC.
Q: When will my final payment be due?
A: Final payment is usually due 52 days prior, however, the final payment date may be earlier. Please review your trip statement for specific dates.
Q: Will you automatically charge my card when my final balance is due?
A: No, credit card information is not stored for security purposes. Please use TripBook link or call our contact centre for assistance.
Passenger Support
Q: Supplier schedule change – I received a schedule change notice, and the new time does not work for me, who do I contact?
A: Please reply to the email you received or call the contact centre for assistance with your schedule change.
Q: Who do I contact with any issues while I am on vacation?
A: For vacation packages and hotels, it is imperative that you speak with hotel management and contact the supplier Destination Representative to request assistance if available. If you are unable to resolve these issues or for all other products/services, please call our contact centre.
Q: My luggage didn’t make it to my final destination; who should I contact?
A: You must speak with an airline representative upon arrival in the baggage department to fill out a report.
Q: I can’t get a hold of my agent; who should I contact?
A: Please call the contact centre and another agent will be happy to assist you.
Post travel
Q: If I have a customer service issue after travel; who can I contact?
A: Please email customerservice@redlabelvacations.com
Q: Insurance claim - How do I make an insurance claim?
If you have purchased a Manulife policy, please check your Manulife policy booklet for instructions or call Manulife directly. For trip cancellation, please call the contact centre to cancel your trip prior to starting your claim.
If you have purchased a tour operator policy, please call our contact centre. In the event that our office is closed, for urgent cancellation please refer to the tour operator terms and conditions.
Q: My flight was delayed. Am I entitled to compensation?
A: You may be eligible for compensation by submitting a claim directly with the airline. For more information regarding the Air Passenger Protection Regulations (APPR) please visit https://otc-cta.gc.ca/eng/air-passenger-protection-regulations-highlights
Q: I have a redtag.ca future travel voucher, how can I apply this to my booking?
A: Please refer to your voucher for detailed information on how to redeem.
Q: I have a future travel voucher with a supplier, how can I apply this to my booking?
A: Please call our contact centre to redeem your supplier voucher.
