Question 1

How does shoptravel work?

Accepted Answer

shoptravel is a Canadian online travel agency. You search, compare, and book hotels and complete vacation packages on shoptravel.com. We pull live availability and pricing from hundreds of suppliers, then show it to you in CAD with everything included up front. Once you book, we send your confirmation and travel documents, and we're here if anything comes up before, during, or after your trip.

Question 2

Is shoptravel a legitimate Canadian travel agency?

Accepted Answer

Yes. shoptravel is a Canadian-owned and Canadian-operated online travel agency, built by a team behind some of Canada's best-known travel brands over the past 30 years. We're fully licensed through TICO (the Travel Industry Council of Ontario), and we hold TIDS number 96224796.

Question 3

What types of trips can I book on shoptravel?

Accepted Answer

Four main things:

- Pre-packaged vacations. Flights, hotels, and often transfers bundled together by trusted Canadian tour operators.
- Hotels. Stand-alone stays, from city weekends to longer trips.

Dynamic packages combining flights, hotels, activities, and more, along with stand-alone flights, cruises, and car rentals, are coming soon.

Question 4

What destinations does shoptravel cover?

Accepted Answer

Various destinations across the world— sun escapes, Europe, North America, Asia, and more. Whether you're after a Caribbean all-inclusive, a European city break, or a getaway closer to home, you can search and compare options on shoptravel.com.

Question 5

How do prices work; are there hidden fees?

Accepted Answer

The price you see is the price you pay. All taxes and mandatory fees are built into the total before you reach the payment page. The only things that sit outside the booking are optional add-ons you choose yourself, like travel insurance, seat selection, or extra baggage, and any costs paid directly to the hotel on arrival, like resort fees in some destinations or local tourism taxes. When those exist, we flag them clearly on the booking page.

Question 6

Is shoptravel cheaper than booking directly with the hotel or airline?

Accepted Answer

Often, yes; especially on packages, where bundling flights and hotels usually beats booking them separately. For hotels, we negotiate Canadian-specific rates with our supplier partners, and on many properties our price matches or beats the hotel's own site. For flights, our prices are pulled live from the airlines, so they're typically in line with the airline's own site, with the convenience of comparing across carriers in one place.

Question 7

What payment methods do you accept?

Accepted Answer

We accept Visa and Mastercard credit cards, as well as Visa Debit and Mastercard debit cards. We don't currently accept American Express, Apple Pay, or Google Pay.

Question 8

Can I book in CAD?

Accepted Answer

Yes. Every price on shoptravel.com is shown in Canadian dollars by default, and your card is charged in CAD. No surprise foreign exchange fees from us.

Question 9

Can shoptravel help me decide where to travel?

Accepted Answer

Absolutely. Whether you already know where you want to go or you just know the kind of trip you're looking for, shoptravel is built to help you compare options, discover destinations, and plan with confidence.

Question 10

Does shoptravel use AI to help plan trips?

Accepted Answer

Yes. As shoptravel evolves, AI will help power smarter recommendations, trip inspiration, and more personalized planning, while keeping real human support at the centre of the experience.

Question 11

What makes shoptravel different from other travel websites?

Accepted Answer

shoptravel is built to feel more like a travel co-pilot than a traditional booking site. We combine modern technology with real human support to make planning feel simpler, more transparent, and more personal from the moment you start searching.

Question 12

How do I book a trip on shoptravel?

Accepted Answer

Search for what you want — a destination, a hotel, a date range, a package — and shoptravel pulls live results. Filter by what matters to you: price, star rating, all-inclusive, departure city, flight times. Pick your option, add traveller details, choose any extras, and pay. The whole thing takes about ten minutes for most trips.

Question 13

How do I know my booking is confirmed?

Accepted Answer

You'll see a confirmation page on screen with your booking reference, and an email lands in your inbox within a few minutes. If the email hasn't arrived after 30 minutes, check your spam folder, then get in touch and we'll resend it.

Question 14

What documents will I receive after booking?

Accepted Answer

Right after you book: your booking confirmation with your reference number, full itinerary, and supplier details. Closer to your trip: your e-tickets, hotel voucher, and any transfer details. For packages, all your documents come from us in one email. For separate hotel or flight bookings, you'll get the supplier's voucher or ticket directly.

Question 15

Can I book for someone else?

Accepted Answer

Yes. You can book a trip for family, friends, or anyone else. Just enter their full names exactly as they appear on their passport or government ID, along with their date of birth and any contact details. The card used to pay must belong to the person making the booking, and that person becomes the booking holder. Only the booking holder can make changes, cancel, or request a refund. More on that below.

Question 16

How far in advance should I book?

Accepted Answer

For pre-packaged vacations to sun destinations, three to six months ahead usually gets you the best mix of price and choice. For Europe in summer, four to nine months is the sweet spot. For city breaks or last-minute getaways, you can often find good value within four to six weeks. The earlier you book, the more options you'll have on flight times, room categories, and seat selection.

Question 17

Can special requests be guaranteed?

Accepted Answer

Not guaranteed, but we always pass them on. Requests like a specific room type, adjoining rooms, dietary needs, or early check-in go to the supplier, but they depend on availability and are confirmed by the hotel or airline rather than by shoptravel.

Question 18

Can I book an accessible room or request assistance?

Accepted Answer

Yes. Many hotels offer accessible rooms (step-free access, roll-in showers, grab bars), and airlines can arrange mobility assistance, but availability is set by the supplier. Add your requirements when you book, or contact us first and we'll check what's available and confirm it with the supplier before you commit. We can't guarantee supplier-controlled features, but we'll always confirm in writing what's been agreed.

Question 19

Can I travel with a wheelchair or mobility device?

Accepted Answer

Yes. Airlines carry mobility aids like wheelchairs and scooters, usually at no extra charge, with specific rules for batteries and check-in. Let us or the airline know in advance so it's noted on your booking, and we'll help you confirm the details.

Question 20

Are service animals allowed?

Accepted Answer

Policies for service animals vary by airline, hotel, and destination, and some countries have entry requirements for animals. If you're travelling with a service animal, contact us before you book and we'll confirm the supplier's policy and any documentation you'll need.

Question 21

Can you support dietary or medical needs?

Accepted Answer

Tell us at the time of booking. We'll pass dietary requirements like allergies and medical diets, along with other medical needs, to the supplier. As with other special requests they depend on the supplier and aren't guaranteed, so flag them early and we'll help you confirm.

Question 22

What is shoptravel's cancellation policy?

Accepted Answer

Most travel bookings carry cancellation penalties, and shoptravel's policy follows the standard Canadian travel industry approach.

A cancellation or change may result in a penalty of up to 100% of what you paid, depending on the supplier (airline, hotel, or tour operator), how close you are to departure, and the specific terms of your booking. shoptravel may also charge a service fee for handling the cancellation. Any applicable shoptravel service fee will be disclosed before the cancellation is processed.

A few specifics worth knowing:

- Most bookings are non-refundable and non-transferable unless the supplier's terms say otherwise.
- Where a change or cancellation is possible, it usually still carries a fee.
- We need any change or cancellation request in writing, by email or in person, at least three business days before departure. Closer to departure, we may not be able to help.
- Approved refunds go back to the original payment method, processed by whoever took your original payment. shoptravel's service fees are not refundable unless stated otherwise at booking.

The specific cancellation policy for your booking is shown on the booking page before you pay and again on your confirmation, so you know exactly what applies before you commit. You can find our full terms and conditions here.

Question 23

Can I modify my booking after it is confirmed?

Accepted Answer

In most cases, yes. Name corrections, date changes, room upgrades, and added extras are all possible, but the rules and fees depend on the supplier. The earlier you ask, the more options you'll have. Get in touch and we'll walk you through what's possible and what it costs before you commit to anything.

Question 24

Can someone cancel my trip on my behalf?

Accepted Answer

No. Only the person who originally booked the trip, the cardholder, can cancel it. There are no exceptions, and it's there to protect you. Once a cancellation is processed, we send an email confirmation to the booking holder.

Question 25

What are the fees for changing or cancelling a booking?

Accepted Answer

Fees vary by what you booked and how close to departure you are. The closer to your travel date, the higher the fee, and many bookings become non-refundable inside a certain window. The specific fees for your booking are shown on the booking page and confirmation. Here's the general picture by product:

- Hotels. Each hotel sets its own cancellation policy, which is displayed during checkout. The shoptravel service fees described in our cancellation policy above apply.
- Pre-packaged vacations. Non-refundable once booked.
- Dynamic vacation packages. Made up of separate hotel and flight components, each with its own cancellation rules as described above.

Any applicable shoptravel service fee will be confirmed before the cancellation is processed.

Question 26

What happens if I need to cancel due to illness or emergency?

Accepted Answer

If you have travel insurance, your policy is your first stop. Most plans cover cancellation for illness, injury, and certain family emergencies. If you don't have insurance, supplier cancellation rules apply, and recovery depends on how close you are to departure and the specific supplier's terms. Either way, contact us as soon as you know. The sooner we hear from you, the more we can do.

Question 27

What is shoptravel's weather policy?

Accepted Answer

shoptravel doesn't have a stand-alone weather policy. When destinations are affected by hurricanes, severe storms, or other major weather events, what's available to you (rebooking, credit, or refund) is set by the airline or supplier and their terms. We monitor disruptions, contact you directly if your trip is affected, and help you navigate the options the supplier offers. This is one of the strongest reasons to have travel insurance: most policies cover weather-related cancellations and disruptions in ways supplier policies don't.

Question 28

Do cancellation and modification policies vary by supplier?

Accepted Answer

Yes. Every supplier (airlines, hotels, tour operators) has their own terms and conditions, and they vary widely. Some bookings are fully refundable up to a certain date. Others are non-refundable from the moment of booking. We always show the relevant supplier policy at the time of booking so you know exactly what you're agreeing to before you pay.

Question 29

Do I need travel insurance?

Accepted Answer

We strongly recommend it. Travel insurance covers things that can derail a trip — medical emergencies, trip cancellation, lost luggage, flight delays, missed connections — that government health coverage and credit card protection often don't. You can add travel insurance during checkout, and we'll show you the options before you pay. Provincial health coverage can be limited when you travel outside Canada and may also vary when you leave your home province, even within Canada. Travel insurance can also help protect your trip costs if you need to cancel for a covered reason.

Question 30

What happens if the airline changes or cancels my flight?

Accepted Answer

Airlines occasionally change schedules; different times, different routes, or in rare cases, cancelled flights. When that happens, we get notified and let you know directly. Depending on the change, your options usually include accepting the new schedule, rebooking onto a different flight, or, if the airline allows it, a refund. We'll guide you through the options and coordinate with the airline on your behalf where we can.

Question 31

Can I pay in installments?

Accepted Answer

You've got options. Pay a deposit now with the balance due before you travel, pay in full, or choose monthly payment options through Flexpay. You'll see the available choices and any applicable terms during the payment step.

Question 32

Is my payment secure?

Accepted Answer

Yes. All payments on shoptravel.com are processed through Connexpay, our PCI-compliant payment processor, with end-to-end encryption. We don't store your full card number on our servers.

Question 33

Why did the price change between when I searched and when I tried to book?

Accepted Answer

Travel prices change in real time. Hotel rates, flight fares, and package prices update constantly based on availability, supplier inventory, and demand, sometimes within minutes. If a price changes between your search and checkout, we always show you the new price before you confirm, so you're never charged something different from what you agreed to.

Question 34

Are taxes and fees included in the price shown?

Accepted Answer

Yes. The total at checkout includes all taxes, airline fees, and supplier charges that we know about at the time of booking. The only things that may not be included are optional extras you choose to add, and any costs paid directly to the hotel on arrival, like resort fees or local tourism taxes, which we flag clearly on the booking page.

Question 35

Can I get notified if a price drops?

Accepted Answer

Yes. shoptravel's price tracker can notify you when the price drops on hotel listings you're following.

Question 36

What travel documents do I need?

Accepted Answer

For most international trips, you need a valid passport. For some destinations, you also need a visa, a tourist card, an electronic travel authorization, or proof of vaccination. The exact requirements depend on where you're going and how long you're staying. We include destination-specific guidance in your booking confirmation, and the Government of Canada's travel.gc.ca is the official source for Canadian travellers.

Question 37

Do I need a visa?

Accepted Answer

It depends on your destination, your nationality, and how long you're staying. Canadians don't need a visa for many popular destinations, including the United States, Mexico, most of the Caribbean, the EU's Schengen zone, and the UK. But rules change, and some countries require an electronic authorization that takes a few days to process. Check travel.gc.ca for current requirements before you book.

Question 38

What is the passport validity requirement for my destination?

Accepted Answer

Most countries require your passport to be valid for at least six months beyond your return date. A handful require less, and a few require more. Check your passport's expiry date before you book, and if it's getting close, renew it before you travel. Passport Canada processing times can run from a few weeks to several months depending on demand.

Question 39

Can I book just a flight on shoptravel?

Accepted Answer

Yes. You can book stand-alone flights on shoptravel.com (one-way, return, or multi-city) without bundling a hotel. If you want flexibility on dates, fares, and routes, our flight search compares options across carriers in one view. If you're combining a flight with a hotel, you'll often save more by booking them together as a dynamic package, and we'll show you that option at the search stage so you can compare.

Question 40

Which airlines does shoptravel work with?

Accepted Answer

We work with most major airlines flying out of Canada through trusted flight distribution partners. This means we can show you live availability and pricing across a wide range of Canadian and international carriers in one search, without being limited to any single airline. Post-booking changes such as seat selection, extras, and schedule changes are managed through the airline's own system.

Question 41

How does seat selection and baggage work?

Accepted Answer

Seat selection, baggage allowance, and onboard extras are set by the airline you're flying with, not by shoptravel. We pass on whatever the airline offers at the time of booking. For most fares, you can pick a seat during checkout for an extra fee, or for free closer to departure depending on the fare class. Baggage allowance varies by airline, fare type, and route, and we show what's included on the booking page before you pay.

Question 42

What's included in the flight price?

Accepted Answer

The price you see on shoptravel.com includes the base fare, all taxes, airport fees, and any carrier surcharges. What's not included by default: seat selection on most fares, checked baggage on basic economy fares, in-flight meals on shorter routes, and any add-ons specific to the airline. Anything optional is shown clearly during booking so you can choose what you want.

Question 43

Can I add a checked bag, seat, or meal after booking?

Accepted Answer

Yes, and the airline is usually the fastest way to do it. Use the airline confirmation number we send you with your e-ticket to log into the airline's site or app, where you can add extras right up to check-in. If you run into trouble or need a hand, get in touch and we'll help where we can.

Question 44

What happens if something goes wrong at the hotel?

Accepted Answer

Talk to the hotel front desk first. Most issues, from a room that isn't ready to a feature that isn't working, get sorted on the spot. If you can't resolve it with the hotel directly, call our support team. We'll work with the supplier to find a solution, whether that's a room change, a partial refund, or alternative accommodation. Keep any receipts, photos, or written communication, they help us advocate on your behalf.

Question 45

Who do I contact if I have a problem during my trip?

Accepted Answer

Our support team is available from 9am to 6pm ET, Monday to Friday, by phone at 1-888-266-5630 and online. Your booking confirmation has the direct contact details for both shoptravel and your supplier, so you've got them with you wherever you go. For anything urgent that happens at the destination, call us first; we can help faster on the phone.

Question 46

What if my flight is delayed or cancelled at the destination?

Accepted Answer

Stay at the airport gate or speak to the airline's desk first. They're the ones who can rebook you on the next available flight, and they're required to assist under air passenger protection rules. If you're on a package and your delay affects your hotel transfer or onward arrangements, call us and we'll coordinate with the supplier. Hold onto your boarding passes and any documentation from the airline; they're useful for insurance claims and any compensation claims under the Air Passenger Protection Regulations.

Question 47

How do I leave a review?

Accepted Answer

We'll send you a short review request a few days after you get home. It takes about two minutes, and your honest feedback helps other Canadian travellers, and helps us hold our supplier partners accountable.

Question 48

I have a complaint; how do I contact shoptravel?

Accepted Answer

Email our customer care team at customersupport@shoptravel.com with your booking reference and a clear description of what happened. We treat every complaint as a priority and work to resolve issues as quickly as we can. Because we book through suppliers, some resolutions depend on their cooperation, but our team will keep you updated throughout.

If you'd rather speak to someone, our support team is available by phone at 1-888-266-5630. As a TICO-registered agency, you can also escalate unresolved complaints to TICO directly through their consumer protection process.

Question 49

How do I request a refund?

Accepted Answer

Refund eligibility depends on your supplier's terms and how close you are to your travel date. To start the process, contact our support team with your booking reference. We'll review the supplier's terms, confirm what's available (full refund, partial refund, or credit), and walk you through the next steps.

Once your refund is approved, we initiate it within 72 hours, whether the funds have come back from the supplier yet or not. The time for the refund to appear on your original payment method depends on your bank or card issuer, which typically takes a few additional business days.

Mexico

Dominican Republic

Jamaica

Caribbean Islands

How can we help?

Before you book

Booking and confirmation

Accessibility and special assistance

Changes and cancellations

Payment and pricing

Travel documents and preparation

Flights

At the destination

After your trip

Still have a question? Let us know.