FAQ
Booking a vacation?
Trying to select a hotel? Need help with a booking?
Relax, we will tell you all that you need to know right here…
 
   
Booking
How can I book a multi-sector itinerary?
  Multi-sector tickets, hotel rooms and vacations can be booked by calling Mon-Fri (8am - 10pm); +91 22 61539598 (standard charges apply), Sat-Sun & Public Holidays (10am - 7 pm) or emailing us on cititravel@travelguru.com
   
Can I make a booking over the phone?
  Yes, you can call on +91 22 61539598 (standard charges apply) between Mon-Fri (8am - 10pm) Sat-Sun & Public Holidays (10am - 7 pm) on all days of the week.
   
How do I know that my booking is confirmed?
  Whether a booking is made online or over the phone, a confirmation would be sent to you via e-mail, which would include your reservation number and travel details.
   
How can I make a hotel booking for a destination not listed on the site?
  You can send a request to us at cititravel@travelguru.com and we will revert to you within 24 hours with options for flights, hotels and holidays as per your requirements. You can also call on +91 22 61539598 (standard charges apply), and one of our executives will get in touch with you.
   
How will my hotel booking or vacation package be confirmed?
  For all hotel bookings made on the website, you will receive a confirmation number via e-mail.

For hotel and vacation packages booked over the phone, our reservation agents would process all your travel details and check for availability with the hotel. Your travel would be confirmed over e-mail as soon as we receive a confirmation from the hotel.
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Changes and Cancellations
Can I change my hotel booking?
  You may change your hotel reservation details. However, certain charges as per the hotel policies might be applicable.
   
Can I cancel a part of the group that is traveling with me?
  For a hotel booking, you can cancel a part of your booking. However, cancellation charges as imposed by the hotel may apply.
   
What if my ticket or hotel voucher is lost or stolen?
  For hotel bookings, please report stolen or lost vouchers to us via phone or email and we will blacklist the same. We would then issue another voucher if it has not already been utilized.
   
How can I contact Travelguru?
  You can call on +91 22 61539598 (standard charges apply), and one of our executives will get in touch with you.
You can also email us at cititravel@travelguru.com and our agents would respond to you in less than 1 working day.
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Payments and Charges
Will I have to pay any charges if I cancel my hotel or package booking?
  Cancellation policies and charges will depend on the hotel booked. Travelguru will charge Rs.300 per domestic hotel booking as a processing charge for all cancellations above and beyond the charges by the hotel.
 
Will I have to pay any charges if I change my travel dates?
  Yes, it will depend on the number of days prior to departure that you make the change.
 
What forms of payments can I use when making a booking?
  Only valid Citibank & Diner credit cards issued in India (except Cashback Cardmembers, World Money Cardmembers and Corporate Cardmembers) are accepted for doing bookings with Citibank Travel Rewards.
 
Are taxes included in the prices reflected on the site?
  Yes, prices of air tickets are inclusive of all taxes, levies, fees and surcharges, except those mentioned on the website.
 
If I cancel a hotel or package booking, how does Travelguru refund me?
  Payments made by credit card will be reversed on the card after due intimation is made. Any applicable cancellation charges will be applied prior to making refunds.
 
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Credit Card Security
What is Travelguru Credit Card Security information ?
  Your credit card security is our priority while you transact with us. We have put in place many checks that ensure complete security for your credit card. We are keen to share this with you to reassure you of our commitment to your credit card data security.

Network Security
  • At a network level, your card information is protected by Secured Socket Layer (SSL) technology, provide by Thawte, the encryption technology industry leader.
  • All IP (Internet Protocol) addresses are tracked and stored. They are required to locate people who may use a card for fraudulent activities.

Physical Security

  • Our Customer Service Executives are not allowed to carry their mobile phones or any other personal belonging on the work floor.
  • Note pads given to Customer Service Executives is serial numbered and shredded in that order
  • Access to shopping websites is barred on the work floor.

Third party authorisation

  • For all transactions where the name of the card holder and the passenger differ, we insist on a Third Party Verification (TPA) process. The TPA is an internationally accepted methodology to check credit card fraud. Here we request the card holder to verify their card details and signatures in a faxed format, thus ensuring that the card holder is aware of the transaction.
  • Insist on a telephone landline and an address to facilitate investigations in the future, if required.
  • Cross check the validity of the transaction with the respective banker / card issuer. The Banker / Card issuer may call the call holder to authenticate this transaction.

    • We realise that some of these security processes look cumbersome. However our interest is not only in providing you the best in class travel product but also in ensuring that your data and security is truly protected. Hence we urge you to bear with us and help us to help you.
 
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Privacy and Site Security
Is Citibank Travel Rewards a safe site to make online bookings?
  Yes, we are committed to protecting our customer’s information. Our staff of security technology professionals uses a range of the best security technology available. Your information is secured from unauthorized access from the Internet using the Thawte Certification Authority. We protect the connection between your computer and our server from eavesdropping through industry-standard encryption technology. We continually assess new technology for protecting your information to make sure that our information handling practices are in accordance with the highest industry standards and best practices on the Internet.
 
What is our privacy policy?
  Travelguru undertakes all possible measures to ensure that your personal details are not compromised. Please refer to our Privacy Policy outlines for measures undertaken by us to protect your personal details.
 
What are the terms and conditions that will apply to all bookings?
  All transactions undertaken on Citibank Travel Rewards site and over the phone with our reservation agents are subject to our terms and conditions. Please review these carefully prior to making bookings.
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