Go America - flights, hotels and car hire across USA and Canada

Help/FAQ


How do I use the Destination box on the left-hand side?
If you are not using Internet Explorer this works just like a normal dropdown box. If you are using Internet Explorer, the selections in the dropdown dynamically update every time you type so that only destinations that match your text are shown. So simply type where you want to go and then select from the list that appears when you see your required destination.


How do I search for an individual hotel?
Just complete the destination, date, nights and room details as normal, then type any part of the name of the hotel you are looking for into the Hotel name box. For example, to search for the Wellington Hotel in New York, select New York as your destination and type Wellington into the hotel name box.


How secure is the site?
Go America is dedicated to your online security. All transactions are encrypted using a 128-bit SSL certificate. We also participate in the 3D-Secure scheme, an online version of chip and pin which allows you to register a password for your credit card to be used online. If you are not already, you may be asked if you want to enrol in this scheme, depending on whether your card issuer is participating. Finally, the address supplied is checked for all transactions, meaning we have a comprehensive and secure anti-fraud system in place. We never give your details to any other company or third party.


How do the advanced flight search options work?
Our unique flight search panel allows you to search for both open jaw and internal/stopover flights. An open jaw flight is when you return from a different airport to the one you arrived at (eg London to Orlando, returning from Miami). Simply enter/select which airport you want to return from and the system will search for the cheapest possible combinations. You can also add up to 2 internal flights by clicking 'Add internal flight/stopover'. If we have a contract that allows stopovers in the cities you select, then these will be checked. The internal flights you enter do not have to follow on from the preceeding flights. For example, you can fly from London to New York, and then add an internal flight between Boston and Orlando - the system will simply assume that you are making your own way from New York to Boston. Internal flights can also be combined with open jaws, giving you absolute flexibility in your itinerary.

You can also search only for direct flights, meaning that any flight involving a stop en-route to your destination will be ignored.


What does it mean when it says there is an en-route change of aircraft in an itinerary?
Sometimes airlines use a single flight number for a flight that actually involves landing in a city en-route to your destination and changing aircraft. This will also involve clearing customs at the intermediate point, and you will also have to wait to board the second aircraft for anything up to a few hours. You can tell how much time such a stop will add to your journey by looking at the arrival time at your final destination, and comparing it with other flights that do not stop en-route. Make sure you are happy with this extra journey and flying time before adding such an itinerary to your basket.


How do I make a booking?
1. View availability/prices
Select your destination and the other criteria requested. For hotels and flights, we need to know how many adults (18 years and over) and children (17 years and under) are in your party. If there are any children, please complete their ages in the boxes that appear. Each child age entered should be the age at the date of travel if this is different to their current age. Infants: if you are booking flights, infants must be under 2 years old for the duration of your trip to qualify for an infant fare. In other words they must still be under 2 on the date of your return flight. If their second birthday occurs before or on this return date you should select a child aged 2 instead.

Remember that many hotels allow children to share a room with adults, although the maximum age allowed for this may vary - this is why we need to know their ages. Therefore, if you cannot find a suitable hotel you may get more results if you ask for a seperate room for any children.

Once you have entered your search criteria, a list of available flights, hotels or cars appears. Initially, you see a summary of flights, properties or cars, you can view more details by clicking on the details link for each result. Here you can see further information, eg flight itinerary/price breakdown, hotel description, list of facilities, pictures and map (if available). Clicking this link also shows you the hotel rooms or car rental types that are available and at what price.
Tip: if you require multiple rooms and are not happy with the availbility/prices you are seeing, try separating the rooms into individual requests, with just one room in each request.

2. Select flights, hotel(s) or car(s)
To book a flight itinerary, hotel or car, simply add it to your basket, making sure that you are happy with the flight itinerary shown or have selected the room or rental type that you want. You can add multiple hotels and cars to your basket, but only one flight itinerary. There is a summary of your basket on the left hand side of the page, or you can view this full-screen by clicking the 'Your Basket & Checkout' link.

3. Checkout
When you are ready to complete your booking, click the 'Basket & Checkout' link at the top of the page or the 'Checkout' link in your mini-basket on the left hand side of the page. You will see a summary of the items in your basket and the item and total prices. Click on the checkout button if you are happy with your selections. At this point, if you are not logged into the site you will be asked to either log in if you have an existing account, or create a new account. Simply fill out the details requested (for new users, your password must be 5-20 characters and the security question/answer enables you to retrieve your password should you forget it). If you are a new customer, having created your account you will then be asked to complete your address and contact details.
Please note: it is important that you fill your details in correctly as for your security we do verify the address provided against the one held by your card issuer. You will then enter the checkout.

4. Payment details
The security code is the last 3 digits on the signature strip on the back of your card. Click the Next button to proceed. No money is taken from your card at this point - if your card is enrolled or eligible for 3D-Secure (see above), you may see the screen for this next. If so, simply follow your card issuer's instructions and your reservation will proceed to step 5.

5. Document delivery, flight details, car details, room details & special requests
This is the final stage in the booking process. Your documents are your flight itinerary and/or the vouchers you present when you check-in at the hotel or pick up your car. First, choose whether you want us to send your documents to you (by first class post to the cardholder address only) or if you want to print your own. If your first item date is within 7 days you must print your own - this is to ensure that you have your documents in time. Please note that your invoice is always posted (to the cardholder address).

If you are booking flights, provide the names of the people flying - simply enter each name, matching the name to the child age shown if applicable. For infants, the airline also need to know the exact age in months of the infant (at date of travel), and which adult will be accompanying the infant. Please note that infants will not occupy their own seat, and this is why an accompanying adult must be selected. You must enter these names exactly as per each person's passport (no middle names) or you will be liable to airline charges should they need to be changed later. You can make special requests (eg vegetarian meals) for each passenger by selecting the request in the associated dropdown box. Please note: these are at the airline's discretion and therefore cannot be guaranteed.

Next, if you are booking one or more hotels, provide the names of the people staying in each room - simply enter each name, matching the name to the child age shown if applicable. Also note the cancellation policy for each property. Finally, you can make special requests for each room by clicking the 'Make a special request' link. Please note: these are at the hotel's discretion and therefore cannot be guaranteed.

Finally, if you are booking one or more cars, provide the name of the lead driver for each car - Again, you can make special requests for each car by clicking the 'Make a special equipment request' link. Please note: these are subject to local availability and therefore cannot be guaranteed.

6. Final confirmation
Before clicking the 'Book & Pay' button, please read our terms and conditions and tick the box to confirm you agree to them. When you click the 'Book & Pay' button the site will attempt to process your credit/debit card and confirm all items in your basket. If your basket contains more than one item, in the unlikely event that any of them fail the final booking stage, confirmation of other items will not be attempted. In other words, either all items will be confirmed or all items will fail. If successful, you will see confirmation that all your items have been successfully booked. If your card is declined or another error occurs, you will be informed of this instead.

Please note: if we were not able to verify the cardholder's address the booking will either be rejected or marked for review. If marked for review, you will be informed of this on the confirmation page - the flights, hotels and car hire in your basket are still confirmed but we will need to contact you and resolve the issue before we can give final approval of your reservation and release your travel documents. This is part of our commitment to our customers' online security.


Can an infant have their own seat?
For flights purchased via this website, if you have an infant in your travelling party, they must share a seat with an accompanying adult. Bassinet seats can be requested but these requests are processed by the airline and therefore cannot be guaranteed. If you want the infant to have their own seat, please call us and we can deal with your request by phone.


How can I reserve seats on my flights?
Seats can be pre-reserved after you have completed your booking. Depending on the airline for each flight you have booked, there are various different ways in which you can do this. For some airlines, you will be able to reserve your seats online within the 'My Trips' section of the website - simply follow the instructions. For other airlines, you can either call us and we can reserve seats on your behalf, or you can reserve seats yourself at check-in.

Even when advance seating is offered, airlines hold back up to 50% of seating capacity until check-in. Neither Go America nor our airline partners are able to guarantee that seating allocated will be available on the day and this does not form part of any contractual obligations. For British Airways flights, seats can only be reserved at www.ba.com 24 hours in advance of your flight.


What is APIS and why should I submit it?
APIS stands for Advance Passenger Information System, and it is required that you submit this information before you travel. Doing this before you arrive at the airport makes life much easier for you, meaning you don't have to fill out forms and will therefore be able to check-in much quicker. The details required are usually your country of residence, your destination address and the passport details for each passenger. Simply visit the 'My Trips' section of the website to submit your details. Please remember to match the information you enter to the child ages shown if there are children flying with you.


What is ESTA and how do I submit my details?
International visitors travelling to the United States under the Visa Waiver Program are now subject to enhanced security requirements. All eligible travellers who wish to travel under the Visa Waiver Program must apply for authorisation under the new ESTA process. It is essential to make applications at least 72 hours before your intended departure. Use the following link for further information and to apply online: www.cbp.gov/esta


What is included in my car rental?
  • Unlimited mileage for the duration of the rental.
  • Collision Damage Waiver, which contractually waives or limits the renter's liability for damage to or loss of the vehicle.
  • Liability Cover (or Extended Protection), which protects the renter(s) against claims made by other drivers arising out of the use of the vehicle and also affords protection when another road user is uninsured.
  • Taxes, fees, airport access charges as well as state and local surcharges. Please note that tax will be charged on any optional item which does not form part of the rental, eg child seats.
  • The Enhanced option includes a free tank of fuel and up to three additional drivers.


What other charges might apply locally to my car rental?
We consider that Go America all-inclusive car hire provides adequate insurance and liability cover to the renter who has purchased comprehensive personal travel insurance for a holiday in North America. This is essential because of the high cost of medical treatment in the USA and Canada as well as providing cover for the loss of personal belongings and possessions. Contact us on 0800 435 282 for information and sales of travel insurance if you are not suitably covered. While our car rental partners may offer Personal Protection or other insurances at the depot these will duplicate the cover of a personal insurance policy and are therefore unnecessary.

If the Enhanced option is not included there will be local charges accessed on a daily basis/per person for additional drivers beyond the renter named on the rental voucher. If the Enhanced option is not included there will be a local charge made for the cost of a tank of fuel. If the renter or any additional drivers are between the ages of 21 and 24 years of age an underage fee will be payable on a daily basis/per person.

Infant/child seats should be requested for all children weighing under 40 pounds and/or under 5 years of age. Charges are paid locally (approx $10 per day with a maximum charge of approx $50 per rental). Charges for hire of optional items such as ski racks, snow tyres and chains and satellite navigation systems are also payable locally. Any one way rental charges are advised at the time of rental and are payable locally.


What are the rules about one-way car rentals?
There are no one-way drop charges for ALAMO rentals within Florida and California. There are no one-way drop charges for ALAMO rentals between many major locations in California, Nevada and Arizona, although one-way rentals within Arizona are not eligible for a free drop-off. Rentals between many major East Coast depots (eg Boston, New York, Philadelphia, Washington) also qualify for a free drop charge. You will be informed whether a one-way drop charge applies to your rental when you request availability/prices.

Our agreement with NATIONAL allows for one-way rentals between most participating cities/locations for US$399 or CA$399, irrespective of distance. Alamo one-way charges, where applicable, are based on the road mileage between the collection and drop off location. Alamo charges range between $75 and $500 dependent on mileage and will be advised at the time of rental.

One-way rentals are NOT permitted for ECONOMY vehicles.


What do I receive when I make a booking?
Soon after you make a successful booking you will receive an email confirming the items in your itinerary. Depending on the selection you made during the booking process you will also either receive via first class post or print your own travel documents. These are your flight itinerary and the vouchers you present when you check-in at the hotel or collect your car. An invoice/receipt will be posted to you. If you choose to print your own documents, you can do this either from the booking confirmation page or at any time by logging into the site and clicking the 'My Trips' link. If you have booked a hotel or car, your documents contain details for each room/car you have booked, including a confirmation/reservation reference number, and you will therefore need to produce your voucher(s) when you check in at the hotel or collect your car.


I had items in my basket - why it is suddenly empty?
Our site checks live, up to the minute availability. Therefore, after a period of inactivity on the site (usually about an hour), availability can no longer be guaranteed and you need to re-check it by performing a fresh search.


Why haven't I received my email confirmation?
Assuming your order has not failed address verification and been marked as subject to review (see above), you should check that the email has not been treated as junk or spam by your email software. If you have checked this and can see no reason why you have not received the email, please call us.


How is my order and payment processed if I live outside the UK?
All payments are made in British pounds sterling. If your home currency is not British sterling, your card issuer will convert the payment to your own currency. Typically, credit card companies use very competitive exchange rates for such transactions. Your card issuer may charge other fees, please check with them if you are not sure of these. Please note that all the documentation we send to you will be in English.


How can I amend or cancel my booking?
Cancellations and amendments can only be made by phone. Please refer to our terms and conditions for full details (see below). Call 0800 435282 to request a cancellation or amendment.


What are your terms and conditions?
Our terms and conditions can be found here.


Any other questions?
Just give us a call for free on 0800 435 282 and we'll be happy to help. We are open 9am-6pm Monday to Thursday, 9am-5:30pm on Friday, and 9am-3pm on Saturday.


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