Frequently Asked Questions

Whether it’s your first Cosmos tour, or you’re joining us again, we're thrilled you've chosen to travel with us! Either way, you’re sure to have a few questions about what to expect on your holiday. From accommodations to travel tips, we’re here to make preparing for your tour simple, easy, and affordable!

How do I find a holiday? 

Choose a destination from our Explore Tours page. Click on a specific tour to be linked to a page that provides a tour overview and links to detailed information about the Itinerary, Highlights, Maps, Dates, Prices, and more!  

How do I make a reservation? 

Once you’ve found a holiday that interests you, you can use the “Book Now” button on the Dates and Prices page. You may also contact your preferred travel agent or call us directly on 0800 000 883 to book. We’re here to answer any questions you may have and help plan your dream holiday. 

What payment methods do you use? 

We accept payment via Bpay, Electronic fund transfer (EFT), PayPal, Visa, MasterCard and American Express. Merchant fees apply to purchases made by credit card and PayPal. 

Are Cosmos tours disability accessible?  

Cosmos makes reasonable attempts to accommodate the special needs of disabled and mobility-impaired travellers but is not responsible in the event it is unable to do so. Because we cannot provide individual assistance to travellers in many situations, and most of our transportation services are not equipped with wheelchair ramps, we recommend that you view our terms and conditions for details and contact us to learn more. 

What is SafetyNet Protection? 

Give yourself peace of mind and flexibility by adding SafetyNet Protection to your booking for $95 per person*. This allows you to cancel your booking with no penalties up to 30 days prior to your holiday, or transfer your holiday to another date with only 24 hours' notice. 

*Conditions apply, click here to learn more. 

What is the single traveller supplement?  

Our tours are priced per person, based on double occupancy. For single travellers who prefer the privacy of their own room, single accommodation can be requested. The cost will depend on the tour and departure date, please call us for single room supplements. Please note not all accommodation types are available on all holidays. 

Why is my contact information collected when I book? 

There may be times when unforeseen events beyond our control impact travel schedules and potentially disrupt your holiday. These include, but are not limited to, severe weather conditions, acts of nature, and government travel advisories. Under such circumstances, it is critical that Cosmos be able to contact you immediately and reliably – including nights, weekends, and holidays – to make sure you are informed of any possible changes to your travel.  

Additionally, the care and safety of our guests is our highest priority. There may be a need to contact you during your trip or to contact your designated family member or friend in the event of unforeseen circumstances while you are travelling. Therefore, in addition to pre-trip contact information, we also require an emergency contact name and number, as well as an on-trip phone number for all travellers.  

Please log these details online in your MyAccount or MyCosmos. We can’t send out your travel documents until they’re in there.   

Can I save if I book as a group? 

When you travel with Cosmos, you're considered a "group" when there are at least 8 people travelling together, and that's when you start earning special benefits. You could be celebrating a milestone birthday, reconnecting with friends, travelling with your extended family, or a special-interest group.  

Coordinating group travel is not always easy – and that's where we come in. Cosmos offers a variety of first-class holidays, destinations, and travel styles to choose from, along with the planning and support you need to help make your group tour a breeze.  

Our specialised Groups Department can make all the arrangements for the perfect holiday for you and your crew. 

Can I book transfers? 

Hassle-free travel means that all the dots are connected, including getting there and away. We can organise departure transfers for you, as well as pick up from the airport, should you require it. Transfers are provided by independent third-party transportation companies (where available). Our mission is to make your trip as seamless as possible, just ask us how. 

Can I book flights with my tour? 

Cosmos offers a wide range of flight options to get you from here to there – from a huge range of carriers, seating selection and preferred pricing from our airline partners. And we’ll ensure your flight schedule is perfectly coordinated with your tour – call us to learn more.  

Can I stay extra nights before and after my holiday? 

Why not add more adventure to your trip with additional pre- or post-nights before or after your tour to start you off right or end with a smile. Extra night rates are per person, per night, and include a room with private bath, breakfast, service charges and taxes. Extra hotel nights are only available immediately prior to or after your holiday and are not available on some itineraries or in some cities. During particularly busy periods, hotel space in certain cities can become so limited that we may be unable to sell extra nights. Ask us about options available on your tour and we’re happy to integrate an add-on to your core trip. 

Do I need a passport and visa? 

When travelling outside of Australia, a passport is required for Australian citizens and many countries require that the passport be valid for at least 6 months after the date of travel. Some countries also require a visa/e-visa or in other cases, a visa waiver.

We know that navigating visa applications and requirements can be confusing. We can help. Cosmos is pleased to offer its customers the expertise and experience of iVisa, with fast and easy ways to obtain visas, passports, and/or other documents required for travel. You can check visa requirements for your destination by visiting the iVisa Web site at www.ivisa.com. Simply select your country of travel to obtain any necessary visa forms.

You can also check visa requirements for your holiday by visiting www.smartraveller.gov.au. 

What size can my suitcase be? 

Please be aware of the following baggage guidelines and restrictions: 

Coach Capacity: 
The dimensions of your bag should not exceed 76cm x 53cm x 28cm. 
The weight of your bag should not exceed 22kg. 
We regret to inform you that we cannot accept a second suitcase or any luggage exceeding these limits. 
Please refer to your Travel Documents for more details, as some tours may have more stringent regulations. 

Carry-on Bags:  
The dimensions of your carry-on bag should not exceed 30cm x 28cm x 15cm. 
Please be aware that wheeled carry-on bags are not considered hand luggage on motorcoaches and mini-buses for safety reasons.  
Carry-on bags must be small enough to fit in overhead bins or under the seat in front of you during motorcoach and other transportation journeys. 

Other Restrictions and Requirements: 
Different air carriers, cruise lines, and transportation methods may have additional restrictions and requirements, including weight limits. 
We recommend contacting the respective suppliers directly for more information.  

Additional Fees: 
Some airlines may charge fees for checked baggage, and these fees are not included in the holiday or airfare package price. We advise you to check with your airline directly for detailed baggage information and regulations. 
Any extra fees imposed by air carriers regarding baggage are not the responsibility of Cosmos. 

How many bags am I allowed to bring? 

Hotel porterage (where available) for one bag per participant is included in the price on Globus and Avalon. Porterage is not included at train stations or at airports. Additionally, porterage is not included at hotels on Cosmos tours. For specific holiday restrictions and information, please refer to the Terms and Conditions as well as your Travel Documents. Each holiday may have slight modifications to the above.  

Your air carrier may have stricter weight/dimension limitations than Cosmos. Size and weight limitations for carry on and checked baggage vary from airline to airline and even according to destination. To obtain up-to-date information on carrier specific standard checked baggage allowance (including size and weight limitations), the standard allowance (and fee, if applicable) for carry-on baggage, and the standard fee for the first and second checked bag, and any additional discounts that may apply based on flyer-specific factors (such as frequent flyer status, military affiliation, credit card usage, or early online purchase), please visit the airline’s website. Cosmos is not responsible for additional fees imposed by air carriers regarding baggage, or for loss of or damage to baggage or any of the traveller's belongings throughout the duration of the holiday – baggage insurance is recommended. 

For holidays in Africa, please take note of the following restrictions: Due to limited capacity on safari vehicles and flights during safaris in Kenya and Tanzania, your single bag must be soft-sided and should not exceed 15kg. In Botswana, the weight limit for your single bag, including hand luggage, is 20kg. Please be aware that on South Africa itineraries, the dimensions of your single bag should not exceed 76cm x 53cm x 28cm and the weight should not exceed 22kg, unless otherwise stated in your Travel Documents. 

What is the difference between a twin-bedded room and a double room? 

A double room is intended for two individuals, but it may not always have two separate beds. In contrast, a twin-bedded room offers two separate beds of any size, and this is the option we typically reserve for our guests. 

What size is a triple room? 

A triple room is the same size as a twin-bedded room. It will have beds to accommodate three people; however, we cannot guarantee that there will be three separate beds. If there are only two beds, a rollaway may be requested but also cannot be guaranteed.  

When will I receive my travel documents? 

Once full payment is received and you have entered all mandatory information in your MyAccount or MyCosmos, including acceptance of our Terms & Conditions and the Health & Safety Waiver, travel documents such as air tickets, itineraries, and relevant information will be made available approximately four weeks prior to the departure date. 

Can I pre-pay my gratuities before my holiday? 

Cosmos offers passengers the ability to pre-pay their Tour Director and Driver gratuities before departure in select destinations. A base per-person gratuity rate is calculated for each holiday in North America, South America, Africa, and Asia to conveniently provide gratuities for the Tour Director and Driver. Local Guides and other personnel, however, are not covered in this amount. You can pre-purchase gratuities at the time of booking online or over the phone, or they can be added after you’re already booked up until the final payment due date. 

NOTE: Tips to Local Guides are included in pre-paid gratuities in South America. Europe, Australia and New Zealand tours are not eligible for pre-paid gratuities, but you are welcome to offer tips directly on tour.   

What is MyAccount/MyGlobus?

MyAccount and MyGlobus are online facilities that allow guests to manage and personalise their booking, such as viewing your hotels and itinerary, purchasing optional excursions, advising of any special dietary requirements, and more.

Why do I need a MyAccount/MyGlobus?

All customers are required to register with MyAccount or MyGlobus and link their booking so that they may accept the Terms & Conditions and Health & Safety Waiver, as well as add essential traveller details.

How do I register?

Once you have booked your tour, head to travel.globusfamily.co.nz and follow the on screen instructions.

When will I receive my Travel Documents?

The following requirements must be completed to unlock your travel documentation approximately four weeks prior to departure:

• Acceptance of Terms & Conditions

• All traveller information submitted, including passport and emergency contact details

• Full payment of booking has been received

In some cases, such as travel to parts of Africa, you may also be required to submit a waiver acknowledging the risks associated with health and safety.

When can I book Optional Excursions?

Prior to the commencement of your holiday, you have the option to preview and pre-book additional excursions up to 90 days in advance. These excursions will also be accessible during your holiday but can no longer be booked online once within 4 days of the scheduled excursion date. By securing your excursions and activities in advance, you can tailor your tour to suit your preferences, and effectively plan your schedule and finances. To acquire excursions for your Globus tour, simply login to your MyAccount or MyGlobus and find the Optional Excursions section. We recommend you book early to avoid excursions selling out.

Having trouble logging in?

Try the following troubleshooting suggestions:

• Ensure you are on the correct website: travel.globusfamily.co.nz

• Reset your password

• Use a different device (ie. laptop, computer, mobile phone, tablet)

• Try using a different browser (Google Chrome is most suited for MyAccount and MyGlobus)

• Try clearing your internet history, cache, and cookies

What is the smoking policy on board the motorcoach? 

For the comfort and consideration of all passengers, our motorcoaches are non-smoking. However, there are ample opportunities for smoking breaks during frequent stops along the way if you wish. 

Are there restrooms on board the motorcoach? 

Motorcoaches in Europe and North America are equipped with an emergency restroom. We use the term “emergency restroom” because this amenity is not intended for use in lieu of the restrooms at your hotel or frequent comfort stops throughout the day. For transfers and sightseeing in London, this amenity is not available. 

How is seating determined on the motorcoach?  

We offer daily rotation of seating, which gives everyone a variety of views. 

What day does my tour start? 

Some tours meet and take off on the same day. Others have check-in the evening before your tour starts. Check your documents or log into your MyAccount to see when your itinerary starts. 

What is the CosmosGO App?  

The CosmosGO mobile app for your mobile device keeps you informed and on course before and during your tour. Find daily itineraries, GPS, and dining and entertainment options for free time in each destination.  

Click here to learn more. 

Will I need cash while travelling? 

Cash? Credit? Both! Don’t miss a moment by being ready in any situation. While travelling, you will need spending money for meals and entrance fees that are not included in your tour price, such as beverages, optional excursions (if not already pre-purchased), gratuities, shopping, and incidental expenses. As a general guideline, aim to bring a variety of means to avoid inconvenience when spending money for items and activities which may not accept your typical payment methods. 

A good option is a travel debit card, which can be loaded with local currencies before you go. Not only will you avoid high ATM withdrawal fees but also conversion fees from your bank at home. Load up your card any time before you depart. There are lots of options – your bank or travel agent are good places to start.