What are Evaneos' guarantees?

Modified on: 2019-03-28

Evaneos connects travellers with local travel agencies based around the world to create authentic, 100% tailor-made tours. As the pioneer of the direct-to-local platform in the travel industry, we know how important it is for travellers to feel safe and supported at every step of the way, and have helped over 300,000 travellers set off on the trip of their dreams.

Which is why Evaneos provides the following guarantees to ensure that your entire Evaneos experience runs smoothly and securely:

Secure online payment: Each and every trip payment is required to go through Evaneos' secure payment platform, so all transactions are carried out safely. Once you have made a payment for your trip via the Evaneos website, this money is completely protected.

Trip replacement or reimbursement:
We take the safety and happiness of our travellers very seriously. All of the local agents featured on our website are licensed professionals who have been rigorously vetted by our in-house team. We only want to provide the highest quality service to our travellers, which is why we only partner with around 9% of the agencies who send us applications. In the unlikely event that a local agency were to cancel your trip after your deposit has been paid, however, Evaneos commits to replacing these services with one of our other local agencies so that your trip can go ahead as planned, or failing this, your trip will be refunded.

Carefully-selected local agencies: An entire team is dedicated to vetting and monitoring Evaneos' local agencies. All of the travel agents on our website are English-speaking licensed professionals who specialise in creating tailor-made tours. Only around 9% of the agencies who send us applications pass our rigorous selection criteria.

We're ABTA-bonded: Evaneos SA is a Member of ABTA with membership number P7051. ABTA and ABTA Members help holidaymakers get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London SE1 9EQ. Tel: 020 3117 0500 or www.abta.com.

Honest traveller feedback: Once a traveller has returned home from their trip, they will receive a post-trip feedback form from Evaneos to fill in if they wish to give us feedback from their experience. In this form, we ask our travellers to provide comments about their trip, their experience with Evaneos, and their local agent, to assist others in making informed decisions when browsing our website. All reviews, unedited, where the traveller has requested to publish the review are uploaded onto the Evaneos website to give an informed over view of each agency.

A dedicated Customer Care Team: As well as benefiting from 24:7 on-site assistance provided by your local agency once you are in the destination, Evaneos' Customer Care Team is on-hand to assist you throughout every stage of your journey. Should you have any further questions, you can contact us

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