Help & Frequently Asked Questions (FAQs)
This section is intended exclusively for travel agencies and tour operators
Bookings and Confirmation
1. When will the agency receive the confirmation voucher?
In most cases confirmation is immediate and the voucher is issued by email within minutes. If the booking appears as "In Process", we are validating final availability with the Receptive Tour Operator at the destination. This process may take between 24 and 48 business hours.
2. The hotel says it cannot find the booking. What is the protocol?
Step 1: Check the voucher for the "Wholesaler Locator" field and ask the hotel to search by that specific code, not by the passenger's name.
Step 2: Confirm that the search is being conducted under the name of the booking holder exactly as it appears on the voucher.
Step 3: If the issue persists, contact RUMBO LIBRE immediately through the contact channels available on the website. Do not instruct the passenger to leave the hotel without prior coordination.
Payments and Cancellations
3. What are the cancellation conditions?
Cancellations are governed by Clause 7 of the applicable Terms and Conditions. Penalties vary according to the notice period provided in writing and the destination. Certain destinations — particularly Patagonia and Amazonas during peak season — may apply stricter conditions, which are stated expressly in the quotation.
4. How long does a refund take to process?
Refund timelines are determined on a case-by-case basis according to the applicable cancellation condition and the payment method used. RUMBO LIBRE will inform the agency of the specific timeline at the time of processing the cancellation.
5. What does a "Non-Refundable" rate mean?
These are rates with special conditions that do not allow refunds or modifications once the booking is confirmed, regardless of the notice period. This condition is stated expressly in the quotation and must be communicated by the agency to its client prior to confirmation.
Preparation and Documentation
6. Do rates include taxes and local fees?
Rates include the taxes indicated in each quotation. Some destinations may apply local tourism fees charged directly at the property, which are detailed in the service description at the time of quoting.
7. What travel documentation must passengers carry?
It is the agency's responsibility to ensure that each passenger holds the required documentation: a valid passport, visas corresponding to the destination and nationality, and notarized parental authorizations for minors. RUMBO LIBRE assumes no liability for entry denials arising from incomplete or invalid documentation. For minors traveling to Brazil, the Estatuto da Criança e do Adolescente (Lei 8.069/1990) applies.
Changes and Modifications
8. Is it possible to change a passenger's name on a confirmed booking?
This depends on the type of service and the provider. For accommodation, changes are generally possible with sufficient notice. For private excursions and transfers, a name change may require canceling the original booking and issuing a new one at the current rate. All modification requests must be submitted at least 72 business hours before the service begins.
9. Is it possible to design a tailor-made itinerary not listed in the published catalog?
Yes. In addition to the ready-made circuits available on the platform, RUMBO LIBRE designs tailor-made itineraries based on the specific requirements of the agency and its clients. Please enquire about availability and conditions through the contact channels available on the website.
Contact and Support
Need assistance? Our team handles operational and commercial enquiries Monday to Friday, from 9:00 to 18:00 Brasilia time. To get in touch, please use the contact channels available on the website.