HELP
We have created this list of common questions with responses from our former clients. You will find a quick and comprehensive answer to your question.

Getting Started

Learn where to start and plan your dreamed vacation to The Galapagos Islands.

General

General queries of frequently asked and general troubleshooting.

Booked Services

How to modify your booking, cancel your booking and more about your booking.

Traveling

Some before the trip tips, regulations and fees information.


Getting Started




How do I book your services?
It is easy. First define if you would like to book a solo tour, a whole package or design your own trip/plan, and then just choose what suits you best to book/build and follow that sections steps.
  • A la Carte
    • This is our gem, its an online and a la carte platform where you can build your own package to The Galapagos Islands, choose the tours you want, add accommodation if wished, add some extras and that's it, you will have a custom made package for you, with a total; so after submitted an agent will work making it a reality for you.
  • Packages
    • Our expert made packages, designed personally by our Naturalist guides and our CCO.
  • Deals of the Week
    • Tours and cruises with special rates for that week. Perfect if you are few days to travel to the islands or already on the islands.

Additional, an agent is always for you in our online chat, so you can ask for help, tips, availability or just have a chat.
What are the cancellation policy for tours or package?
This information can be found in our Terms and Conditions.
Is it recommended to book when I get to the islands?
We recommend you to pre-book everything to avoid disappointment as many of our activities, tours, trips and services are popular and can be sold out early.
Can I book flights with Galapagos a la Carte?
Galapagos a la Carte does not offer flights, but certainly we can help you with that, just contact an agent to see how to proceed.
When is the best time to travel to the islands?
All year long, Galapagos have tropical weather because the privileged location in the Equator. Although please find this link useful to see temperature and weather here.
What should I choose: cruise or land based?
This depends of many factors:
  • Your budget. Cruises can start from $1,200.00 per person up to $6,000.00 per person, depending on length cruise type and cruise vessel. Land based can start from $450.00 per person up to $10,000.00, no limit really.
  • The duration of your vacations.
  • What would you like to see/visit, would you like to meet the people, culture and town? then you should choose Land Based; or perhaps you would like to do both.
  • The availability. It is most likely to be able to book tours in Land Based than in cruises.
What are the requirements to travel to The Galapagos Islands?
The requirements are:
  • Valid passport or ID for Ecuadorian residents
  • Purchase the Transit Control Card (TCC) in the Consejo de Gobierno Kiosk in Quito or Guayaquil respective airport
  • Pay The Galapagos National Park entrance fee upon arrival to the islands


You can read more Before The Trip tips here.

General




I have not received a reply to my e-mails?
Some internet providers and servers can mark general booking e-mails such as those sent from Galapagos a la Carte as "spam", please check your spam folder for previous e-mail replies. If you have your spam filter set on the highest ranking, only e-mails from senders in your address box will go into your inbox. These e-mails can sit in this folder for up to 7 days and then your e-mail system will automatically delete them.

Also remember that our reply time is 48 hours.
Cannot login into my booking, what is the problem?
Go to this link: www.galapagosalacarte.com/bookings and enter your PIN code sent to your e-mail.

If it fails to login, please contact our Customer Service Team.
What are your policies?
Please read our legal documentation here.
What is included in each tour/service?
You can find that information in the activity description by click on it or in our package section INCLUSIONS.
What is the voucher/ticket used for?
The voucher or ticket acts as your receipt and proof of the services acquired through Galapagos a la Carte. Always carry your voucher/ticket (printed or digital) with you, it could be asked to proof veracity together with valid photo ID for verification.
What language are the tours/activities in?
All of our tours and activities are in English and Spanish. If another language is available this will be mentioned in the description.
Why I cannot see changes on updated booking link?
To see changes please refresh your browser.
Where is my PIN code?
PIN codes are only provided to package or bundle bookings sent to you via e-mail. It is a six digit number.
Where can I find detailed description of each tour/activity or service?
You can find this information and more detailed descriptions by clicking on this icon next to each tour/activity or service name/title.
What payment methods do you accept?
We accept the following payment methods:
  • Packages: PayPal, credit card, wired transfer.
  • Individual Tours/Activities: Credit card.
Why I cannot make a payment?
In packages, payment button is disabled until all tours/activities and services are on "Pre-Confirmed" status.
If you have trouble with a payment or error when paying, please contact your assigned agent or Customer Service.

Booked Services




There is an error/mistake in voucher or ticket, what can I do?
Please contact your assigned agent if you have one regarding this matter. If you do not have an agent assigned, please contact our Customer Service Team.
What time does my activity/service depart/start?
This information can be found in your itinerary section in your voucher. For individual tours/activities booked online or on OTAs (Expedia, TripAdvisor/Viator or other), this information can be found in your ticket or e-ticket.
Where is my pick up and meeting points location?
You can find this information in your voucher, ticket or e-ticket. Please contact Customer Service Team if this information its not provided.
How do I change/modify a tour, activity or service in my package?
  • If you have a confirmed package, please contact your agent assigned explaining the reasons of the modification/change. Penalty fees may apply.
  • If you have a unconfirmed package, please contact your agent assigned, you can swap, move around and exchange tours as you wish, have in mind that itineraries are fixed and all modifications/changes are subject to availability.
  • If you have a confirmed individual tour/activity please contact Customer Service Team to make a modification/change. Penalty fees may apply.


    • Please read our Legal Documentation for more information.
How can I cancel a confirmed a package, tour, activity or service?
  • If you have a confirmed package, please contact your agent assigned explaining the reasons of the cancellation. Penalty fees may apply.
  • If you have a unconfirmed package, please contact your agent assigned, you can remove or add tours as you wish.
  • If you have a confirmed individual tour/activity please contact Customer Service Team to make a cancellation. Penalty fees may apply.


Please read our Legal Documentation for more information.
How do I change a tour/activity date within my package?
  • If you have a confirmed package, please contact your agent assigned explaining the reasons of the modification/change. Subject to avaialability and fixed itineraries. Penalty fees may apply.
  • If you have a unconfirmed package, please contact your agent assigned, you can move around dates as you wish, have in mind that itineraries are fixed and all modifications/changes are subject to availability.


Please read our Legal Documentation for more information.
What if someone in my party does not want to go to one or more activity/service?
  • If you have a confirmed package, please contact your agent assigned explaining the reasons of the cancellation. Penalty fees may apply.
  • If you have a unconfirmed package, please contact your agent assigned, you can add or remove tours as you wish, including quantities.


Please read our Terms and Conditions for more information.
How do I download voucher/receipt?
  • If you booked an individual tour/activity online or OTAs (Expedia, TripAdvisor/Viator or other) the receipt/ticket will be sent to your e-mail automatically after payment confirmation.
  • If you booked a package or bundle, you can download it from your link after payment and confirmation at the bottom of the page.

Traveling




What should I pack?
We recommend to pack the following:
  • Sunscreen
  • Bathing suits
  • Comfortable clothes
  • Insect repellent
  • Hat/Cap
  • Hiking shoes
  • Sandals
  • Bottle (to refill water)
  • Camera
  • Sunglasses
  • Travel documents (passport*, voucher, insurance, etc.)
*passport must be valid for at least six months when traveling.

You can read more Before The Trip tips here.
What is the salvoconducto or safe-pass?
This document its not longer need to travel The Galapagos Islands.
How much are the entrances fees to enter to The Galapagos Islands?
There are two fees or payments you must made to travel to The Galapagos Islands:

Transit Control Card (TCC):
  • Where?: At the Consejo de Gobierno kiosk located in each airport in Quito or Guayaquil.
  • How much?: $20.00 per person
  • Payment methods?: Cash only

Galapagos National Park entrance fee:
  • Where?: Immigration counter upon arrival in Seymour Airport in Baltra Island or San Cristobal Airport in San Cristobal Island
  • How much?:
    • Non-resident of Ecuador over 12 years old: $200.00 per person
    • Non-resident of Ecuador under 12 years old: $100.00 per person
    • Resident of Ecuador over 12 years old: $30.00 per person
    • Resident of Ecuador under 12 years old: $15.00 per person
  • Payment methods?: Cash only
How can I contact my assigned agent?
You can find your agent contact information in your voucher, ticket or link.

While on the islands you can visit us in our office at Charles Binford Ave. 572 and Juan Montalvo in Puerto Ayora, Santa Cruz Island.

You can also contact Customer Service.
Do I need to bring cash for personal expenses?
The official currency in Ecuador and in The Galapagos Islands is the US Dollar.

There is no need to bring big amounts of cash to the islands, we have several ATMs located in town and airports that accept all major credit and debit cards. Although, it is our recommendation to bring some cash for the first days and pay fees when traveling in $20 notes.

Credit and debit cards are also broadly accepted in most shops, restaurants and hotels.

You can learn more here.

Can't find what you are looking for?

Contact our customer service team

CUSTOMER SERVICE
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