Frequently Asked Questions
Questions you may have prior to signing up
- How do I choose my destination and hotel?
- What is the best way to get my friends interested in this trip?
- My parents/guardians have questions about the trip, who should they ask?
- Does the school need to sponsor the trip?
- Do we need to send chaperones?
- Why are we asked to sign up so early? What is the rush?
- What if I find a better price for the same package?
- I need to have a direct flight to my destination. How can I confirm this?
- I have specific dates I need to travel, how can I confirm this?
- Do you offer Travel Insurance?
How do I choose my destination and hotel?
When you first decide you want to attend a Spring, Winter or Grad Break trip a certified Travel Specialist will meet with you and your friends to discuss the various options we have for destinations and hotels. Our Travel Specialists will provide you with details and recommendations which you can choose from there. We offer both all-inclusive and standard packages to choose from.
What is the best way to get my friends interested in this trip?
There are several great ways to get everyone involved in the trip. Make sure that everyone knows when you are hosting your group meeting so that everyone can get the details of the trip. The best way to get the word out there is to talk about it! Don't let a day go by without mentioning the trip you are planning. Also, you can form FaceBook/MySpace groups, hand out flyers, post meeting notices, send emails, or anything else you can think of to get everyone involved.
My parents have questions/concerns about the trip. Who should they talk to?
We encourage parents to be involved in all of the trips that we offer which is why we provide a Parent, Friends and Faculty package. If your parent has questions they can refer to the Parent Center on our website, contact our corporate office at (877) GRADCITY or meet with the certified Travel Specialist in your area.
Does the school need to sponsor the trip?
It depends on the trip. Walt Disney World's GradNite and Universal Studio's GradBash must be school-sponsored, but this does not apply to our other domestic and international destinations. Although most trips are not school-sponsored, we do enjoy great relationships with those parents, teachers, and administrators who travel with us every year.
Do we need to send chaperones?
Chaperones are always encouraged and welcome to come but by no means are required. GradCity provides students with a professionally trained on-site staff who are available to them 24 hours per day and present at all hotels and GradCity events.
Why are we asked to sign up so early? What is the rush?
Signing up early reserves your space, gives your student priority on hotel options and provides the lowest pricing. Incentives, such as free meal plans and city passes are also provided when signing up early. The earlier you sign up, the more time you have to pay off your trip before your final payment, making monthly payments significantly smaller.
What if I find a better price for the same package?
You won't! We guarantee the lowest price for our spring and grad break packages. If you find a lower price for a comparable package, just submit the package cost and breakdown in writing and we will meet and beat the competitor's price.
I need a direct flight to my destination. How can I request and confirm this?
GradCity offers a direct flight option in all of its packages. This MUST be requested prior to booking your reservation and there is an additional cost associated with guaranteeing this. Please speak with your certified Travel Specialist if you would like to purchase the direct flight guarantee prior to booking your reservation.
My group needs to travel on specific dates, how can I confirm this?
If your group must travel on specific dates you will need to request this prior to booking your reservation. To guarantee this you can purchase a DateLock at an additional cost to ensure that you are traveling during the times needed. These dates must be confirmed by the entire group and the DateLock paid for if your group wishes to ensure they all travel together. Please speak with your Certified Travel Specialist if you would like to purchase a DateLock prior to booking your reservation. Requests can be made to travel specific dates, and although we will work our hardest to fulfill your request, it is not guaranteed unless you purchase the DateLock option.
Do you offer Travel Insurance?
Yes. Travel Insurance is an option that we strongly recommend for all travelers, which is why it is automatically added to your account at time of booking. Travel Insurance covers trip interruption/delay, cancellation due to a medical emergency, loss of baggage and personal effects and more. Please see our Travel Insurance brochure for full details. If you wish to decline the travel insurance, you will need to send your request in writing prior to final payment to customercare@gradcity.com.
Questions you may have regarding payments
- How do I choose a payment plan?
- When is my final payment due?
- What is AutoPay? How do I sign up for it?
- What forms of payment do you except?
- Can I make a payment online?
- Are there any additional fees I should know about?
- What happens if I miss a payment?
- Can I get an extension on my final payment date?
- I missed my final payment and was cancelled. How can I reinstate my trip?
How do I choose my payment plan?
GradCity offers several payment plan options and can be selected by checking the box on your reservation form. The options include monthly payments (minimum of $75 due at the beginning of each month) Flex Pay (2 bulk payments prior to final payment) and AutoPay (automatic deductions from your checking, savings or credit card account). If you do not sign up for a payment plan you will automatically be assigned to monthly payments.
When is my final payment due?
Final payments for Spring Break trips are due January 4th, final payments for summer travel are due March 1st and for winter programs is November 2nd. Please refer to your reservation form, online account or invoice for details regarding your specific trip.
What is AutoPay? How do I sign up for it?
AutoPay allows you to make monthly payments without the hassle of sending a check or money order each month. You can set up automatic deductions from your checking, savings or credit card account for the amount you desire at the beginning of each month. You can sign up for AutoPay at any time by completing the AutoPay deduction form and submitting it to our corporate office. Please Note: Final payments are NOT deducted automatically, which means you are responsible for submitting your final payment.
What forms of payment do you accept?
GradCity accepts checks and money orders made out to GradCity.com as well as Visa, MasterCard and Discover payments. GradCity DOES NOT accept cash payments.
Can I make a payment online?
Yes, you have access to your secure online account 24 hours per day to make payments using your Visa, MasterCard or Discover credit or debit card. You can make a payment by logging into your account and selecting “make payment”.
Are there any additional fees I should know about?
Departure taxes and fees are included in your package price breakdown, please review your pricing sheet for details. All pricing is based on maximum occupancy and you are responsible for finding your own roommates. Should one of your roommates drop out of the trip and you cannot fill your room you will be required to cover the occupancy fee. Additionally, due to fluctuating fuel costs, you may be required to pay a fuel surcharge prior to travel.
What happens if I miss a payment?
If you miss a payment that is due you are at risk of loosing your early sign up incentives and a late payment penalty. Please submit your payment as soon as you realized you have missed one. For the quickest form of payment, please visit your online account or contact our corporate office. If you miss your final payment you are at risk of being cancelled out.
Can I get an extension on my final payment date?
Final payment extensions are available if you contact our corporate office. There is a final payment extension fee that will be added to your account at the time of request and will need to be paid upon new final payment date.
I missed my final payment and was cancelled. How can I reinstate my trip?
I missed my final payment and was cancelled. How can I reinstate my trip? If you were cancelled out of your reservation due to a missed final payment you must log onto your account online and pay in full or contact our corporate office to pay in full so you can be added to the wait list. Reinstatements are based on availability and you must pay current pricing for your trip.
Questions you may have prior to travel
- How do I access my online account?
- What types of documents will I need to travel?
- How do I choose my roommates?
- What happens if I do not fill up my room?
- Do you allow co-ed rooms?
- Can GradCity place me with another group to avoid occupancy fees?
- When are trip dates finalized?
- How much spending money should I bring and in what form?
- How do I obtain my travel documents?
- Are there any meals or events included in my package?
- What if I want to change my hotel or destination?
- Can I drink alcohol on the trip?
- What should I pack?
- Do I need to call and confirm my flight?
- Something came up and I need to change my flight home, what should I do?
- I just got my travel documents and realized my name is spelled wrong, what do I do?
- I can no longer attend my trip, can I get a refund?
How do I access my online account?
You can access your online account 24 hours per day from our website. Simply click "My Account" and enter your customer ID number and your last name. If you do not know your customer ID number it can be found on your GradCity Invoice or by contacting 877-GRADCITY.
What types of documents are needed to travel?
When traveling internationally, ALL travelers are required to have a valid Passport. If traveling within the United States travelers will need to provide a government issued photo ID. Travelers will also need to bring their travel documents with them along with any other documents needed. You will be informed of any additional documents needed prior to travel.
How do I choose my roommates?
Students get to choose their own roommates for all of our destinations. Approximately one month after final payments are made, the group’s organizer will receive a rooming list of all travelers who are paid in full. From there students can elect to room with each other. If a roommate cancels, the remaining students are responsible for filling the room or paying the increased price due to occupancy changes. Students also have the option of having fewer roommates and paying the difference.
What happens if my room is not filled?
All pricing is based on maximum occupancy (usually 4 per room). Students are responsible for making sure that their rooms are filled prior to travel. If a roommate cancels, the remaining students are responsible for filling the room or paying the increased price due to occupancy changes. Students also have the option of having fewer roommates and paying the difference.
Do you allow co-ed (boy/girl) rooms?
When you sign up you must have the same gender room. If at the time of room assignments students wish to room co-ed, an authorization form must be filled out and signed by all occupants (if under 18 it must also be signed by a parent/guardian). GradCity does not assign co-ed rooms unless requested.
Can GradCity place me with another group to avoid occupancy fees?
GradCity is not responsible for finding roommates for students. Due to different travel dates and liability we cannot randomly place you in an open room. If you know someone traveling in a different group (from a different school) that is traveling the same dates you are and staying at the same hotel, then you can work with your Account Coordinator to combine rooms.
When are the trip dates finalized?
Departure dates will be between 1-14 days after graduation (unless graduation occurs before May 25th) for summer trips. Spring trips will have a departure day of Friday, Saturday or Sunday. Trip dates will be finalized after the final payment date and once the final size of your group has been determined. Students and parents will be notified of travel dates approximately 2-3 weeks before travel commences.
How much spending money is needed and what is the best way to take it?
American currency is accepted at most destinations. We encourage traveler’s checks, as they can be replaced if lost or stolen. Depending on your destination, we recommend between $35 to $50 per day. We suggest purchasing the meal plan and Ultimate City Pass so that most meals and activities are paid for before arrival.
How do I obtain my travel documents?
You will receive an email that your travel documents have been released 5-10 business days prior to travel. Once they are released you will need to log onto your GradCity online account and print your documents. You can only print your documents if your account is paid in full. Please be sure to print your travel documents after you have purchased all of your additional packages (event packages, meal plans, phone cards, etc). Once these are added to your account they will display in your travel documents as a voucher which you will need to submit during your welcome orientation.
Are there any meals or events included in my package?
If you received a meal plan or event package as an early sign up incentive then they will appear on your account at no cost. GradCity event and meal packages can be purchased at an additional cost at any point prior to departure. Please review your account for optional packages that can be purchased.
What if I want to change my hotel or destination?
Any changes that are requested after registration must be submitted in writing. You can find the change request form under important forms. If the entire group does not want to change you and those who do want to change will be separated from your group and you will be assessed a change fee and pay the current rate of the hotel/destination selected.
Can students drink alcohol on the trip?
The drinking age in Mexico and Bahamas is 18, in Canada it is 19 and in domestic destinations (including Hawaii) it is 21. If the student is of legal drinking age, the choice is theirs. GradCity does not promote, provide or profit from the use of alcohol on any of our trips.
What should I pack?
Everyone travels differently and it depends on the destination you are traveling to. If you are going to a beach destination you will need a bathing suit, warm weather clothes, etc, but if you are traveling on a WinterFest trip you will need winter gear. For domestic locations you are normally allowed one (1) checked bag and one (1) small carry-on. For international destinations you are generally allowed two (2) checked bags and one (1) small carry-on. Please refer to your airlines website to get specific regulations prior to travel.
Do I need to call and confirm my flight prior to travel?
It is not necessary to call and confirm your actual flight prior to travel; GradCity confirms all flights for you. However, it is recommended that you contact the airline within 24 hours of your flight to ensure that it is departing on time. Again, you do not need to confirm your actual seat, only times of departure.
Something came up last minute and I need to come home early/change my flight, what can I do?
If you need to change your flight after you have been ticketed, please contact our customer care department as soon as possible. Although we cannot guarantee any changes, we will work with you to try and change your flight. There is a change fee charged by the airport for any change in tickets which you will be responsible for covering. If the flight cannot be changed you have the option of purchasing a one-way ticket home and we will provide you with transfers at your time of departure. Please Note: When flying with ANY airline if you do not take your outbound flight your return flight will be automatically cancelled.
I just got my travel documents and realized my name is spelled wrong, what do I do?
When submitting your reservation form you must make sure your full legal name is spelled correctly and continue to check on your invoices because that will be the name given to the airline. If at any time you realize your name is spelt wrong please contact our customer care team to update this information. Once you are ticketed it is difficult to make changes so please take note of this as soon as you sign up. If you have been ticketed please contact our customer care team so we can notify the airline. Some airlines assess a name change charge even if it is only one letter being changed which will need to be paid prior to travel.
I can no longer attend my trip, can I get a refund?
All trips are non-refundable after final payment. If you wish to cancel prior to final payment please contact customer care and submit your request in writing. Please refer to your terms and conditions for your cancellation penalties. If you are canceling after final payment for a medical or family emergency and have purchased our travel insurance you can file a claim through the insurance company. You also have the option of doing a name change if you know someone who would like to take your place on the trip. Please contact customer care for details.
Questions you may have during travel
- What is the professional onsite staff responsible for?
- What rules does GradCity have?
- Where can I find a staff member onsite?
- Will someone be at the airport to assist me?
- What happens if someone gets sick or hurt?
- How do I know when/where the events are taking place?
- Is there anyway to get more spending money while I am onsite?
- What is the best way to call home?
- What is the best way to contact my student while they are onsite?
- Will my cell phone work while I am onsite?
What is GradCity’s professional staff responsible for?
Upon arrival at destination airports, students will be greeted by trained GradCity staff to accompany them to their respective resorts. Staff will then host a Welcome Orientation where students can pick up their GradCity wristbands and hear important information about safety, exchange rates, and weekly event schedules. Location points will be assigned so that students will always know where to find GradCity staff throughout the entire trip, and additional contact information will be distributed. During WinterFest programs, room checks will be done by our staff each night.
What rules does GradCity have?
All of the rules and regulations are explained during the welcome orientation onsite. If it is illegal in the states it is usually illegal in our international destinations. We expect students to behave as adults and if they can not handle themselves properly they will be asked to go home. If you have problems with your student at home, they may not be ready to travel. After sending hundreds of thousands of students, the majority are wonderful onsite!
Where can I find a staff member onsite?
Staff members are always present in the 24-hour student center located at the headquarters hotel in your destination. They are easily visible in bright red staff shirts and have name badges. Staff members are constantly around the hotels, beach area and are present at all GradCity day and night events as well as excursions. If you do not see a staff member at any time you can always visit the 24-hour student center.
Will someone be at the airport to assist me?
Yes, GradCity staff members will be at the airport to greet all arriving passengers as soon as students clear customs and immigration and will be directed to their transfer busses waiting to take them to their welcome orientation. Our staff members wear bright red staff t-shirts and are easily spotted. They will also be there to assist you in your departure.
What happens if someone gets sick or hurt?
GradCity provides a basic travel protection plan that covers sickness and accidents (international summer trips only). This coverage does not include prescription drugs. Additionally we recommend that students purchase an optional travel protection plan that we offer to cover lost luggage, trip cancellation/interruption, medical cancellation and more.
How do I know when/where the events are taking place?
During your welcome orientation you will be given a schedule of events that are taking place throughout the week along with their times and locations. At your hotel there will be a GradCity hotel board which will list the day’s events and activities as well as anyone who is departing that day and the time of their transfer pick up. If you do not see a hotel board, please visit the 24-hour student center for details.
Is there anyway to get more spending money while I am onsite?
If you need more spending money while onsite you will need to contact the staff members to find out what the best way to obtain cash onsite is, since it varies by destination. Another option is to purchase a pre-paid debit card that you can upload money onto via the Internet. GradCity cannot disperse any monies while onsite, even if your account is overpaid. Any overpayments will be refunded in the form of a check or credited back to the credit/debit card used.
What is the best way to call home?
Students should either purchase calling cards through GradCity or purchase them while on site. GradCity offers 10 and 20 minute phone cards which will print in your travel documents upon purchase. While onsite, students will be advised during their Welcome Orientation as to where they can purchase phone cards onsite. We do not suggest using the phones in the room as it is very expensive to make international phone calls from a hotel room.
What is the best way to contact my student while they are onsite?
You will be provided with an emergency contact number for the GradCity staff members as well as the hotel phone numbers. You can contact either number at any time to check in on your student. Your student will be provided with their room number upon arrival onsite, so if you contact the hotel you will need to ask for your son/daughters room number by giving them your name. You can also contact customer service Monday-Friday 9:00am-6:00pm EST and they can reach your student and have them contact you.
Questions you may have after travel
- I overpaid my account. How do I get refunded?
- I won a free trip onsite, how do I redeem it?
- I have questions/concerns about my trip I just returned from. Who should I speak with about this?
- My friends want to go next year – can I refer them to you?
- I want to work for you!! Where do I sign up?
I overpaid my account. How do I get refunded?
If you overpaid your account please contact customer service to be refunded. Overpayments can
be used for purchase of phone cards, event packages and meal plans prior to travel but cannot
be used while onsite. Refunds will be submitted in the same fashion they were paid (if by check,
GradCity will issue a refund check, if by credit or debit card you will be credited the overpayment).
Refunds will be received within 4-6 weeks of request.
I won a free trip onsite, how do I redeem it?
If you won a free trip during one of our competitions onsite, please provide us with the coupon you received when signing up for a future trip with GradCity or StudentCity.com.
I have questions/concerns about my trip I just returned from. Who should I speak with about this?
Please submit all questions and concerns to customercare@gradcity.com. From there your submission will be reviewed and you will be contacted to discuss your situation. We must receive any concerns in writing for action to take place.
My friends want to go next year; can I refer them to you?
Of course! If you refer a future traveler you can earn extra cash. Simply submit your referral to referrals@gradcity.com so that you can get credit for your referral. The more people you refer the more you earn!
