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FAQs

Frequently asked questions

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Tours and prices

What kinds of tours does Silk Voyage offer?

Silk Voyage is a retail travel agent that offers adventure, classic and tailormade tours.

  • Adventure tours: 
    – easy adventure: active and athletic activities
    – rough adventure: physically more demanding activities that involve risk and athletic competence
    – special activities: helicopter experience, horseriding, camping in the mountains etc.
  • Classic tours:
    – sightseeing of historic sites
    – visits to the main cities of the country
    – special activities: folklore show, master cooking and painting classes, wine degustation in winery etc.
  • Tailormade tours:
    – combination of adventure and classic tours
    – created for you upon request.

Each Silk Voyage tour on this website mentions a detailed daily itinerary and a walk score, which is based on 5 (five) levels of walking intensity. These will give you an idea of the level of physical competence needed for each tour.

Who is the organiser of the tours?

Silk Voyage is a retail travel agent that creates attractive tour packages in Central Asia for European travellers. The tours are created together with professional local travel agencies. Silk Voyage cooperates with selected local travel agencies to ensure trustworthy and highly qualitative travel services. The local travel agency of your tour is responsible for organising the activities and will be your local point of contact.

How is the pricing of the tour set?

Each tour package is unique and consists of different activities. Therefore, there is no standard price for all tours.

Each tour has a basic price that doesn’t include 3 additional optional costs:

  1. International flight ticket
  2. Single room (can be selected while booking the tour)
  3. Insurance products. You can take insurance with VAB at a preferential rate that Silk Voyage negotiated:

The final tour price might be different from the price at the time of booking, depending on the flight ticket prices and fares. The total price will be in the final (second) invoice. The total amount of the change will not exceed 8% of the total tour price. More information on pricing can be found in Special conditions Individual and Special conditions group travel 

Booking

How do I make a booking online or over the phone?

You can make a booking on our website by selecting a tour from our wide offering.

Once you have selected a tour, booking is easy:

  1. Select the number of persons travelling.
  2. Select your date of departure.
  3. Select the room type (standard included or single at an additional cost)
  4. Select the option with or without flight:
    – with flight: fill out the flight ticket information form
    – without flight: send us a copy of your e-ticket to info@silkvoyage.be
  5. Insurance can be obtained optionally from VAB at special prices offered to Silk Voyage travellers.
  6. Click on ‘Make booking’

You are now on the checkout page:

  1. Fill in your personal details.
  2. Additional information:
    Fill in other travellers’ personal details: first name(s) and surname, the same as on the passport and date of birth.
  3. Select your mode of payment.
  4. Check the box that you agree with our “legal statement“.
  5. Click on ‘Make payment’.
  6. Make the online payment as shown on screen (40% advance payment).

You will receive a confirmation email. which will inform you to make the final (second payment) 45 days before departure at least.

You can also place an order over the phone by calling us.

How can I modify my booking?

Please ensure to carefully check all booking details before making a booking with us. It may not be possible to make changes later without paying charges. Amendment fees may apply to name changes, dates or accommodation, in line with our general terms and conditions and special conditions group travel.

In the event you do need to change your booking, please contact our team.

Can I book for someone else?

Yes. You will be asked to provide his/her details at the time of booking in the ‘Additional information’ box on the checkout page. Make sure you enter his/her first name and surname as shown on the passport and date of birth. All documents, including invoices, vouchers and e-tickets, will be sent to your email address. You will have to forward the documents to the person for whom you made the booking.

You can book for several people. You will need the official names and date of birth of all the passengers travelling.

Payment

I can’t pay, what can I do?

We recommend you to first contact your bank or card issuer to check your credit limit. For any other payment issues, please contact us for assistance.

What modes of payment are available?

You can pay for your booking with the following modes of payment:

  • Belfius Direct Net
  • ING Home’Pay
  • KBC/CBC Payment Button
  • Bancontact
  • PayPal

Can I pay in installments?

At the time of booking an advance payment of 40% of the total price of the tour will be charged. Final payment, the remaining 60% shall be paid 45 days before departure at least.

Please also ensure to make your final payment in due time, otherwise, your booking may be cancelled, and you might be charged cancellation fees as mentioned in our special terms and conditions.

Cancellation and refund

I cannot travel and need to cancel my booking. What do I do?

If you want to cancel your booking, please contact our Customer Relations team. We need to receive the notification of the cancellation from the person who made the booking via the refund form.

How much will I be refunded?

The refund amount will depend on the date we received the notification of the cancellation via the refund form. Any cancellation will involve a minimum cancellation fee of 100 euro, the price of the transportation during the tour (train and domestic flights) plus the applicable cancellation fees of the international flight ticket (if booked through Silk Voyage).

Following refund percentages will be applied depending on the date of departure:

  • In case of cancellation before 90 days before departure, 100% of the total tour price amount will be refunded.
  • In case of cancellation up to 45 days before departure, 70% of the total of the total tour price amount will be refunded.
  • In case of cancellation between 31 and 44 days before departure, 30% of the total of the total tour price amount will be refunded.
  • In case of cancellation less than 30 days before departure, the tour will no longer be refundable.
  • If you do not arrive at the point of departure of the tour or you arrive late, the tour will not be refundable.

Depending on the reason for cancellation, you may be able to reclaim the cancellation charges under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

More information on cancellation and refund can be found in our general terms and conditionsspecial conditions group travel and special conditions individual travel.

Documents

What documents do I receive after I made a booking?

Immediately after booking your tour, you will receive a payment confirmation by email. Check the information on the confirmation to ensure it is correct (name of participants, dates of birth, dates of stay). If any of the details are incorrect you should contact us as soon as possible.

When the final (second) payment (60% out of 100%) is made, you will receive the following documents within 7-10 working days prior to the date of departure:

  • Tour and accommodation details
  • Your domestic transportation: train and flight tickets
  • Your international flight ticket (if you booked your flight with Silk Voyage)

If you did not receive your flight ticket 7 days prior to departure, please contact our Customer relations team for assistance.

In the exceptional case, we need to wait for the travel information of the tour and accommodation from our suppliers, it might happen you will receive it at a later date, i.e. 72 hours prior to departure at the latest.

In some very rare cases, your tour and accommodation details will only be provided by our travel partner(s) when you arrive at your destination.

What are the visa requirements?

Citizens of the European Union do not require a visa for a stay of maximum 30 days. You only need an international travel passport for Uzbekistan, which is still valid for at least 6 months after your last day of travel.

Where can I fill in my passport details?

On the checkout page of your booking.

You must provide the name details as stated upon your passport. If an error leads to additional costs (ticket, permit) they are at your expense.

We respect your privacy based on EU regulations (GDPR) as explained in our Disclaimer policy and Privacy policy.

Insurance

Does Silk Voyage offer insurance?

No, Silk Voyage doesn’t offer insurance. Nonetheless, insurance can be obtained optionally from VAB at special prices offered to Silk Voyage travellers:

Flight

How do I find my flight details?

Your flight details will be emailed to you together with your tour and accommodation details 7-10 days prior to departure at the latest. If you did not receive your flight ticket 7 days prior to departure, please contact our Customer relations team for assistance.

What do I do if there is a strike and/or my flight is cancelled?

In most cases, we will be notified of the strike or cancellation and we will inform you on how we can help. Sometimes we are not informed of a strike or a flight cancellation or you may be informed before us.

In any event, the airline is there for you to provide assistance if your flight is delayed or cancelled. If your flight is cancelled, and you are not receiving appropriate assistance from the airline personnel, please contact our Customer relations team.

Do I have to check in online before departure?

We recommend you to check in directly on the airline’s website if possible. You will be able to print your boarding pass or, if you are using the airline’s mobile app, you can just download it.

The procedure for check-in will be mentioned in your final travel documents, which will be emailed to you.

When you are travelling with more than 1 airline, or on an airline operated by a partner carrier (known as a codeshare) you may need to check in separately on each applicable airline’s website or at the airport.

Can I change my flight booked with Silk Voyage?

This is subject to availability, and cannot be guaranteed. Additional costs up to the value of a brand new ticket may be incurred to amend your flight, including changing a name, date or airline.
If you wish to change your flight, please Contact us.

Your online account with Silk Voyage

How can I update my password?

To change your password, head to My Account. You should be able to update your password under the My details section.

I forgot my password, what should I do?

Don’t panic! All you need to do is to click the “Forgotten your password?” link on the Silk Voyage homepage and provide the email address linked to your account.

You will receive a link to change your password shortly.

How to change my email in my account?

If you have made a booking with us, you will need to Contact us as we need to ensure your new email address is assigned to your existing booking so all documents are sent correctly.

How can I update my personal details?

You can amend your details at any time, simply go to your name on the top right of the page, and click My Account where you can save changes by clicking Submit.

Please note that changes to your personal details will not affect any bookings that have already been made. If you have an existing booking, you will need to contact us.

Where can I find my booking in my account?

You can find all your bookings in the My Bookings section of your account.

Claims and complaints

How to make a claim regarding a luggage incident?

In case your luggage is missing upon arrival, you have to fill out a missing baggage claim at the luggage counter at the airport. You will need your luggage receipt (sticker) and fill out a document called the Property Irregularity Report (PIR). After that, you will receive a claim reference number. Make sure to write it down in order to track your luggage.

With some airlines, you will be able to report missing luggage on their website within 48h after landing.

If you need to purchase any hygiene products or clothes because of your missing luggage, you get 21 days from the day your luggage went missing to ask for reimbursement from the airline. Make sure to keep all relevant receipts.

If your luggage has not been found within 21 days, it will be considered as lost and you will have the possibility to claim compensation from the airline for a maximum amount defined by the Montreal convention.

I’m not happy with my holiday, how do I make a complaint?

We strive to offer service excellence to all our travellers. If we have not been able to fully meet your expectations, do not hesitate to contact us via our Feedback form as we will need your complaint in writing.

In order to be able to adequately follow-up your complaint, we invite you to provide us pictures, videos, invoices or any other factual information to support your feedback and please send to our mailbox info@silkvoyage.be.

If you would like to talk to us, please contact our customer relations team.

Can I make a complaint about a flight delay or cancellation with Silk Voyage?

Changes of flight times, delays or cancellations are part of the specific constraints of air transport and unfortunately, can be decided by airlines outside of the control of Silk Voyage. You will therefore have to make a complaint directly with the airline.

For all flights departing from airports located in the EU and for flights run by European companies from a non-EU country to an airport located in the EU, you may be able to ask for compensation by contacting the airline directly and make a claim, as per Flight Compensation EU Regulation 261/2004.

If you require any supporting documentation or material from Silk Voyage to support your complaint, please contact us and we will try to help.

More information on claims and complaints can be found in our General terms and conditionsSpecial conditions group travel and Special conditions individual travel.

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