FAQ

The process of creating an account on our site is very simple. On every page of the site, you will see a tab in the upper right corner. You just have to click on the tab and a menu will appear automatically. To open your private account, you have to provide some basic information (name, e-mail, and password). Finishing your registration, you will receive a confirmation e-mail in the shortest time.

If you happen to forget your chosen password, the process of recovering it is very simple. Just click on the provided link “forgot your password”. You will be required to insert your e-mail address and you will shortly receive a temporary password to log in. We recommend you to change your password after you successfully log in.

If you need to change some of your account information, you can click on the “my account” tab in order to access your personal information. You will have the option to modify your information directly on that page. Do not forget to save your new info.

Your personal information is extremely safe, being securely stored on our host server. We will not use your information under any circumstance and we will not make it available for a third party. Your information is solely necessary and used to identify your reservations.

You must start by choosing your desired tour and checking if it is available. Next, you will have to insert the date when you want it and the number of people in your group. If you are happy with your choice, you can click on the button “add to cart” and you will have the option to pay immediately. You can surely add more tours if you want. If your desired tour is not available for the date you inserted, you can try another date, as we always try to offer as many dates as possible. Our tours fill up very quickly and if you simply cannot find a suitable option, call us and we will work something out for you!

Premium Travel is a professional complete booking service offering 24 hours, 7 days a week customer service. Our call center is always available each day of the week and you can easily make any type of booking over the telephone. If you have any questions, you can contact us via e-mail and we always aim to answer each query in the shortest amount of time.

Yes, you can book as many tours as you like. Once you see any tour that you are interested in, add it to your shopping cart and continue browsing through the site. You have the option to add more than one tour in a single session. Once you have chosen all the tours you like and want, you can reserve them all at once.

You can book whenever you want if you find you desired tours and available dates. To make sure you find your tours, we suggest you book between 2 and 12 weeks in advance of your desired dates, in order to insure the maximum availability of the tours. The most popular tours usually fill up very quickly and other special tours have limited number of people, while other tours are just for private tours. Whatever the case might be, we advise all clients to book in advance.

There are situations when unexpected situations appear and you have to change the details of your reservation. To make things easier for you, we allow the change of you details free of charge with up to 7 days before the start of the tour. You just have to send us an e-mail at [email protected] and we will respond to your inquisition in maximum 24 hours and find an alternative date together. If there are no available dates, we will refund you the complete price of the booking. If you change the details with 2-7 days in advance, you can still cancel the booking without paying any fee and proceed to book another tour. However, with 48 hours before departure, we will have to keep 100% of your reservation in case of cancellation.

As always, we try to be as flexible as possible and therefore, you can add up to 5 people to your group with up to 7 days before the start of the tour, provided that places are still available. You will have to get in touch with our customer service by phone at +90 216 405 1313 or by e-mail at [email protected] and we will prove your request within 24 business hours. With less than 7 days before the start of the tour, the best option would be to delete your current reservation and make a new one.

As mentioned, you have the possibility to cancel your booking with up to 2 days before the start of the tour and there are no fees to do this. If you need to cancel your booking with less than 2 days before the departure date, you will unfortunately lose 100% of your reservation. All cancellations should be sent by e-mail to the following address: [email protected]

There are circumstances outside of our control that could force us to cancel a tour (i.e. severe weather, the exceptional closing of a destination) we will surely refund your booking within maximum 10 days from the cancellation. These situations are extremely rare and you should rest assured that we do our best to deliver all our tours, all the time.

After you choose you to tour and reserve it, you will receive an automatic e-mail that indicates the status of your reservation. After you complete your purchase and we receive confirmation of payment, you will receive an e-mail that contains a voucher. This voucher serves as your receipt and you can rest assured that you have completed the reservation.

You will have to print your voucher and have it on you in order to present it to your guide or tour leader on the day of the tour. This is important and in case you cannot provide this proof of your reservation, the guide cannot proceed with the tour.

The points of hotel pick-up for each tour are either listed in the “practical information” page, specified in the confirmation of the booking, or you will be advised to call our office 24 hours prior to departure to confirm your hotel details. We strongly suggest that you also attach the tour and practical information page of your reservation to the voucher, so that you will have all the needed information when you arrive at the destination, in case you might need it.

The great majority of our tours only pick-up from hotels and if you are not staying at a hotel, you should search for the nearest major hotel to your location and provide this address as the pick-up point in your booking request. As another option, you can also travel on your own to the main departure point of each tour, listed in the tour practical information section.

Most of our tours provide drop-off service as the major hotels after a tour, but in the end, it all depends on each tour in particular. Please contact us the day before the tour in order to confirm these drop-off points and any other latest information. If you wish to, you can surely get off anywhere in the city, if your tour has a stop in that particular spot.

Each tour in particular might have a different meeting point in the city, so you should check this information. You will find the designated meeting point for your tour in the “practical information” section of your tour information page. If you want to receive directions getting to this point, you can always contact us with 24-48 hours before the departure date and we will help you get there.

We certainly do and we love organized groups. If your group consists of at least 9 people, you can send us an inquiry through our “Tailor Made” page and we can send all the information required, including special tours created for your group.

Most of our tours and services are available only in English. If you we have other languages in some of our tours, these will be mentioned in the tour/activity description. Where available, you might have the option to select your desired language option.

We have a very safe and secure payment system managed by the global leading provider of electronic payment processing solutions, WorldPay. As soon as your tour planner is finalized, the site will redirect to the WorldPay secure transaction server within Premium Travel and you will be able to complete the payment here. We offer the possibility to pay for your tour using all the popular options like Debit, Visa and MasterCard.

You will be able to identify your purchase of our tours under the name “” on your bank statement documents.

We strive to offer the safest online payment options and your bank information will always be secure, being encrypted with the SSL protocol. To process the payment, you will always go to the WorldPay website, ensuring an increased security thanks to the PSI DSS certification and the efficient encrypting system their website uses.

All the reservations and purchases processed on our site are using Euros.

You will be charged 100% of the total price of your reservation as soon as you complete the payment process.

Rare situations may appear where certain functions within the site might be momentarily unavailable. In these rare situations, you have the options to either call our customer service at +90 536 709 50 98 or e-mail us at [email protected] and we will work to solve any problem you might have in the shortest amount of time.

After you have finalized your payment process and your purchase is ready, we will contact your bank. There may appear situations when the payment might be declined from various reasons. In this situation, we suggest that you contact the bank directly, since these problems could have various causes. Remember that you only have 5 payment attempts and then your credit card will automatically be considered fraudulent. If this problem persists and you simply cannot finalize the purchase, please contact us.

The confirmations are automatically sent to the e-mail account you used during your registration in maximum one hour from the moment of the booking, unless there is a technical problem. In most cases, the problem is that the bank declined your payment and you should check with them. In all cases, please contact us if you did not receive your confirmation in less than 1 hour from your reservation.

As soon as the back authorizes your payment and the reservation is complete, you will receive the automatic confirmation to your e-mail account. This confirmation will include all the information you might need about your purchase, including the reservation status, a full description of the tour you purchased and the time, date, number of people, meeting point, telephone number for the guide. If you happen to have any questions about this confirmation, please call our customer service at +90 536 709 50 98.

In case you lose the receipt for your purchase, you should contact the customer service and we will issue you a new receipt. The most important thing is that you have the voucher with you at the start of the tour in order to identify yourself.

In case you do not have a printer and you do not have access to one, the other option would be to access your e-mail on your phone and save the electronic copy of your confirmation. We accept this electronic proof of your confirmation at the start of the tour. These are the only option and if you do not have an electronic copy, you must have the printed confirmation.

We try to offer our services in a very flexible and optimized way, so we have a full mobile version of our site that you can easily access using a smartphone or tablet.

There are many reasons why you should choose our services and the main one is that our tours and activities are the best on the market. You can check all the things that make us your best option in the “About us” section of our site.

We are always looking for new professional and talented guides, as well as other valuable people: photographers, history experts, fashion designers, gastronomes, passionate locals that love their neighborhoods or any expert within a field that could benefit our site. If you think any of these things describe you perfectly, then you should contact us and you could join our dedicated team.

We are always searching for new partnerships that follow the same travel philosophy that we do. We are always interested in learning more about a potential partnership, so please send us your proposition and we will get in touch with you shortly to see what wonderful things we could do together.

You can always contact us either by calling us or e-mailing us at [email protected] so that we can learn more about your motivation and talents. Not matter what idea or plan you have, we would love to discuss it with you, even if it is not anything concrete. We would love to hear from writers, community managers, commercial tourist experts, designers and any creative people.

You can find us on all the main social network sites, including Facebook, Twitter, Instagram and Google+. You can easily find and interact with us. We also have a professional blog that aims to help you stay informed and inspire you to travel, showing you all the beauties of Istanbul and Turkey.

Premium Travel is currently offered in the following languages: English, French and Arabic. New versions of the site are planned for 2013: Russian, Spanish and Portuguese. These versions are not the last ones and it all depends on the travellers and their needs. We always try to cater to all your needs.

The only purpose of cookies within our site is to improve your user experience. We are not stalkers and your information will always remain confidential and we will not use it in any way. You can rest assured that our site uses the best and latest security options.

We have a strong network with professional guides in Premium Travel and we can always cater to any special requests and needs. You can either contact us by phone or e-mail or fill out the form in the Tailor Made Tours page. This will allow us to know more about your wishes and offer you a 100% personalized tour for your interests.

We have many tours on offer and some of them have very tight schedules and extremely limited places. Other times, we might have multiple experts for the same excursion and in this case we will try our best to find a suitable solution. In other cases, there are some tours that are operated by a single guide. In these cases, the tour will no longer be available and you should try to find a different date if this thing is possible.

Istanbul is the city we live in and cherish, so this is why many of our tour revolve around this magnificent city. Another reason is that the production process for every tour takes a lot of time, time that goes into carefully planning every aspect and details of each tour.

We are always striving to offer the best and most interesting tours for our clients, but it ultimately depends of how popular a destination is and how many people would love to go on a tour that we design. It also depends on our capacity to find expert professional guides for each new destination.