Frequently Asked Questions


To better serve you, we put together a list of the questions our clients ask the most.
We encourage everyone to read through them - you never know what you didn't think to ask!


Does it cost anything to use your service?
Many suppliers pay us a small commission to book their products. Because of this, the cost of our services is often covered. However, our agents may charge a small concierge fee at their discretion when more detailed work is required or when they limit the number of clients they work with in order to preserve quality of service. All fees will be discussed openly during the intake process.
Do we pay the agency or our vacation destination directly?
All payments for your vacation will go directly to your destination. However, as your agent, we must process the payments on your behalf using our agency credentials and processors. Most clients utilize credit cards for all payments, but many destinations also accept brand-specific gift cards.
I enjoy the planning process myself. So why should I use a travel agent?
Many of our clients enjoy being involved in planning their own vacations from start to finish and that is perfectly fine! But unforeseen issues arise for even the most experienced travelers, and it is always nice to have someone ready to go to work for you when you need it the most. Plus, by booking with Portkey Vacations, you're also helping our agents earn money to support their families and save money for magical vacations for their own kids.
I have a PIN code from Disney. Can you book my trip using this discount?
Definitely, yes. Most suppliers will allow us to book special offers on your behalf, so please contact us before booking on your own so you can still get our FREE travel planning services!
When will my trip documents and package items arrive?
This varies from supplier to supplier. But most destinations will have your items/documents to you 2-3 weeks before you travel.
I have already booked my trip. Can I still use your services?
Some suppliers (such as Disney and Universal) allow you to transfer your booking to a travel agent under certain conditions, so contact us ASAP to see if you qualify and if any fees will be associated with using our services. If you don't qualify for transfer but still want to use our services, we can still assist you for a modest planning fee. Please contact us for more details.
What if a discount is released after I book my trip?
Disney destinations as well as Universal Orlando Resort will allow us to apply discounts to existing qualifying reservations. For these and all other destinations, please speak with your agent or refer to your package's terms & conditions as well as the terms of your Travel Services Agreement (if applicable.) Also, please note that not all resorts &/or room types qualify for discounts, and some destinations may charge a small change fee when reducing the price of a package.
Should I purchase travel insurance?
Yes. We always recommend travel insurance to our clients. It is small fee to pay for peace of mind. This is especially true for clients traveling out of the country via a cruise or other tour group such as Adventures by Disney. Your personal health insurance usually will not cover expenses incurred outside of the U.S. So, it is advisable to have special coverage in case of emergencies. Insurance rates and terms may vary from vendor to vendor.
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