We are currently undergoing an exciting upgrade to our systems that will enhance your digital experience. The transition has brought some temporary challenges, and we’ve provided some additional information about current system functionality below.
Online account updates (use our app instead)
As of July 25, 2024, some information about your upcoming tour, including flight and hotel details, will be temporarily unavailable in your online account (U.S. travelers/Canadian travelers). This is due to system upgrades and enhancements being made to improve your digital experience. But don’t worry—you can still conveniently access your tour information from the Go Ahead app (U.S. travelers/Canadian travelers).
If you haven't already, learn how to download our free mobile app here. Once downloaded, log in using these steps. Whether you've had the app for a while or just downloaded it, be sure to update it to its latest version so you can access your tour information and other helpful features.
Temporary system disruptions
While most system updates have been completed successfully, some functionalities have been temporarily interrupted. Our teams are aware of these issues and are working to resolve all disruptions as quickly as possible. As we restore our platforms to standard operating condition, you may notice more frequent updates to the mobile app than usual. We kindly ask that you install these updates as soon as they become available.
Resubmitting information and missing tour details
We recognize you may have received a notification asking you to resubmit information in your account for your upcoming tour. We apologize for this inconvenience and thank you for providing this information again. To best assist travelers departing soon, we kindly request that if your tour departs after September 30, 2024, you please refrain from calling or submitting a request regarding the following:
- Upcoming tour(s) missing: We’re aware that some travelers are currently unable to view their tour details when logged into the mobile app or online account. Our teams are working tirelessly to restore accessibility when these cases arise. We encourage you to confirm that you are logging in with the email address associated with your reservation for best accessibility to the tour details.
- Health notes: Previously submitted health information should now be visible again on your reservation after a slight delay. If your tour departs in 30 days or less and you don't have these details entered, please submit a request with the health notes you'd like to add to your reservation.
- Missing excursions: We’re aware that recently added excursions may be temporarily missing from the mobile app. While these excursions may not be showing properly under "Customization options," they should still be noted on your invoice under the "Payments & invoice" section of the app.
- Missing profile picture & bio: These system updates may have removed your profile picture and bio from the "My profile" section of the mobile app. To resolve this, you can simply upload this information again within the app. Learn how to add a profile picture and bio in the Go Ahead app.
- Tour history missing: The system updates may have caused a delay in your prior tour history fully reflecting within your account. Rest assured that we will honor your current loyalty status while our teams work to migrate your complete tour history into the mobile app and online account.
AutoPay updates
As part of these system updates, we've also made changes to the Fully Refundable Booking Period that travelers are eligible for when booking a tour and enrolling in AutoPay. As of July 25, 2024, new travelers signing up for a tour with AutoPay will have 30 days to receive a full refund instead of 60 days. This policy change won't impact any travelers who enrolled in AutoPay prior to July 25.
Additionally, these system updates come with the exciting news that travelers can now opt for a bi-weekly automatic payment schedule, rather than just monthly, offering even more flexibility to help travelers budget for their tour.
Group Coordinator updates
If you're a Group Coordinator, some items in your Group Coordinator Toolkit (like your handbook), both online and in the app, will be temporarily unavailable. You’ll still see your free place benefits and your group’s status, but please reach out to your Tour Consultant if you need anything further.
Need assistance?
If you have any further questions about your reservation, please visit our Help Center for instant access to frequently asked questions. Please note that we're currently experiencing longer than usual turnaround and hold times.
At this time, we're prioritizing assisting travelers departing on or before September 30, 2024. We will work diligently to assist all travelers as soon as possible once our systems are fully restored in the coming days.
This article will be kept up to date with the latest information about these system updates. Thank you for your patience and cooperation throughout this process!