If you have any last-minute or urgent issues, please kindly contact the hotel/transport provider directly. Thank you for your understanding.
Help & Frequently Asked Questions

Make a new booking (27)

Are the package rates inclusive of tax and service charge?

The package rate shown on the website is the total final price per person. The rates include taxes and service charge but do not include extra charges (if applicable) such as an extra bed, gala dinner, mini-bar, or any other non-room charges. Breakfast is not included unless stated. Some authorities such as Malaysia require a small cash payment of MYR10-15/room/night to contribute towards tourism and heritage, this cannot be paid in advance and must be paid by cash during check-in.

Are ferry bookings made on this website inclusive of all taxes and surcharges?

Yes, all ferry bookings made and paid on this website are fully inclusive of all port taxes, fuel surcharges etc. No further payment is required during ferry check-in.

Why is there more than one package rate for the same room type?

Different rates are due to the different promotions (ie: higher floor etc.) being offered by a hotel at any given time.

How do I know if a discount has been given?

All rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the Room Details page. For more details, please continue to the Room Details page.

Are ferry bookings made on this website instantly confirmed?

Are ferry bookings made on this website instantly confirmed? Yes, all confirmation codes for every booking can be independently verified by calling the hotel/transport provider directly, 12 hours after successful payment, as it takes half a day for all promotional bookings to be reflected on the hotel or transport provider computer system.

Are the package rates per person or per room?

The package rates displayed are total final price per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a hotel limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.

Can JE Travel recommend me a package?

Unfortunately, JE Travel website only provides a package reservation service, and does not provide travel advice. We recommend conducting a Google Search on the hotel, the room type page as well as star ratings to help you make a decision.

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Can I book a room type that is not listed with JE Travel?

No. Only those room types available will be displayed after you click “View available rooms…” on the Search Results page.

Can I make a last-minute booking for a check in date of today on JE Travel website?

No, all bookings must be made at least 1 calendar day in advance for security reasons.

Can I make a reservation directly through the hotel or transport provider?

Yes. Please bear in mind that the rates listed on JE Travel website are only available through our website. Rates offered directly from hotels or transport provider are typically higher.

Can I remove the hotel transfer service if I don’t want it?

When a hotel transfer service is listed, it's usually a requirement in order to get to your hotel of choice. You can choose not to use the service but hotels will be reluctant to remove the fee. You will need to negotiate with the hotel upon arrival.

Do you offer special discounts for senior citizens, children or infants for ferry bookings?

All ferry rates displayed are already discounted. Same promotional price applies for all ages (adult/child/infant/senior).

How can I check for budget packages?

On the JE Travel homepage, input the search criteria then click “Search”. On the Search Results page, under “Sort by”, please select “Price (Low to High)”. The system will sort the hotel by the lowest price to the highest price.

How can I check the package rates on your website?

Please note that package rates and availability are subject to change at any time. JE Travel cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to JE Travel homepage and make a new search.

How can I see the room rate in a currency of my choice?

You can select a different currency choice on the top right hand corner of the Search Results page. However as a Singapore-based company, JE Travel website currently supports payments in Singapore Dollars only. Any inconveniences caused are sincerely regretted.

How do I make a new package or ferry booking?

Please note that all rates and availability are subject to change at any time. JE Travel cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to JE Travel homepage and make a new search. Please ensure that the lead guest name is entered correctly. It is generally not possible to change the name after booking confirmation as per industry practice.

How long does it take to check if a package is available?

Availability is based on your search criteria. The actual search process takes 45 seconds normally, but may take longer for mega-cities such as Kuala Lumpur. Available room types will be displayed after you click “View available rooms…” on the Search Results page.

How long in advance, and how many kg of baggage should I check-in for my trip?

You are required to check-in and collect your boarding pass 45-60 mins before your departure time, check-in strictly closes 30 mins before your departure time. 20kg of check-in baggage is allowed per traveller. We suggest that all guests check-in early in anticipation of long check-in queues. We also suggest that all guests proceed immediately to the departure area after check-in, or one may risk being left behind. Online check-in is not available for promotional bookings.

I have made a booking on JE Travel website but I have found a cheaper rate.

JE Travel offers our “Better Rate Guarantee”. We do not make lofty claims of having 100% lowest price, but we are confident at least 90% of our prices, are cheaper than competition. Our partners have the ability to change rates and promotions at any time including after booking confirmation. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.

Is there an additional charge for children when sharing a room with their parents?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

What travel documents or visa do I need for my trip?

You are solely responsible for holding a valid passport with minimum 6 months (183 days) of validity on the date of return into Singapore, a valid multiple-entry visa into Singapore (if applicable), a valid entry and exit visa into the travelling country, health and other required documents. JE Travel will not be responsible or obligated to provide any refund in case of rejection at the border. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your understanding and cooperation.

Travel advisories and other unexpected events.

Events happen around the world and, occasionally, your travel destination may be affected by an unexpected occurrence. In addition, you should familiarize yourself with the country you are planning to visit, both in terms of customs and habits, but also about potential risks. For these reasons, JE Travel recommends its customers to monitor the news and consult with their respective Embassies, Ministries of Foreign Affairs or other Government sources for official country-specific travel advisories, or if travel insurance is purchased, please contact the insurer directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your understanding and cooperation.

What should I do if I would like to book more than 4 rooms in a package?

You can reserve up to 4 rooms per package booking. If you need more rooms, please make an additional booking. Please note that rooms are subject to availability.

When I check your website for packages, it shows no availability, does it mean that the hotel is fully booked?

It means that there are no available allotted rooms at your chosen hotel for those dates. You may go back to change your search criteria or search for other available hotels in your chosen destination.

Where can I find the cancellation policy?

The details and conditions of the cancellation policy will be different for each booking depending on period of travel, promotion, etc. The cancellation policy will also be listed during booking and in the Confirmation Voucher (PDF file). You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the period of travel,promotion etc. Please read this carefully before submitting your booking.

Why has the room rate changed?

Our hotel partners have the ability to change rates and promotions at any time. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.

Payment and refunds (14)

Can I pay cash at the check-in counter for my reservation?

No. JE Travel website (packages, ferry etc.) is on a 100% pre-payment model, and we only accept Visa and MasterCard, and JE Travel agent vouchers. Additionally, all bookings are subject to SMS-OTP 2nd Factor Authentication for security reasons.

I don’t have a credit card. Can I pay by another method?

No. JE Travel website (packages, ferry etc.) is on a 100% pre-payment model, and we only accept Visa and MasterCard, and JE Travel agent vouchers. Additionally, all bookings are subject to SMS-OTP 2nd Factor Authentication for security reasons.

When do I pay for my booking?

If a service is available and you've submitted your credit card details and agreed to the cancellation policy, the booking is then confirmed and a Confirmation Voucher will be automatically sent to your e-mail address. The Confirmation Voucher is only issued after we have verified and charged your credit card. The Confirmation Voucher must be presented upon check-in, together with a valid passport.

When will I get my refund?

Refunds, if applicable, will be submitted to our bank within 2-3 business days. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into your bank account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund will be processed in Singapore Dollars. Due to security reasons, we are unable to process refunds to other credit card not used during payment.

What are the Heritage or Tourism Fees for package booking?

Some authorities such as Malaysia require a small cash payment of MYR10-15/room/night to contribute towards tourism and heritage, this cannot be paid in advance and must be paid by cash during check-in. Please also note that some hotels may a short distance away from the coach or ferry terminal, we recommend that you take a GrabCar/taxi at your own expense as hotel transfers may not bbe included. Additionally, due to guidelines beyond our control imposed by the local authorities/management (ie: post-Covid social distancing etc), access to some facilities (ie: gym etc) may be restricted, and differing meal arrangements may be expected on peak periods. Thank you for your kind understanding.

Can I make a booking using my relatives’ or friends’ credit card?

No. Please note that JE Travel credit card payment gateway utilizes “Verified By Visa” and “MasterCard SecureCode”, and your bank may request for a One-Time Password (OTP) in order to complete the booking.

Do you charge my credit card immediately upon confirmation?

If a service is available and you've submitted your credit card details and agreed to the cancellation policy, the booking is then confirmed and a Confirmation Voucher will be automatically sent to your e-mail address. The Confirmation Voucher is only issued after we have verified and charged your credit card. The Confirmation Voucher must be presented upon check-in, together with a valid passport.

I will not be going anymore. Can my friend use the booking?

No. It is generally not possible to change the name after booking confirmation as per industry practice. For exceptional cases, please contact the hotel or transport provider directly. Telephone numbers can normally be found easily through Google Search.

Is it safe to enter my credit card details?

Yes. JE Travel website uses Secure Socket Layer (SSL) technology to encrypt all information.

Should I speak to my bank before I make a booking?

In general, there should be no need to speak to your bank before making a booking. However, if you are making a booking from a different country then your bank may block your payment for your security. If you are using your card outside of your home country it may be advisable to let them know to prevent any inconvenience.

What do I do if my credit card shows a slightly different charge than what is shown on my receipt?

This is not possible. Your card will ALWAYS be charged in Singapore Dollars, and processed in Singapore. Please contact your bank should you require more information.

How can I have the receipt under my company name and address?

No. Your Confirmation Voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your hotel voucher, please kindly log in to your account to make an instant request. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

How do I get a receipt?

Your Confirmation Voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your Confirmation Voucher, please kindly log in to your account to make an instant request.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Can I have a hard-copy receipt sent by post?

No. Your Confirmation Voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your Confirmation Voucher, please kindly log in to your account to make an instant request.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Verify booking status (8)

When do I get a confirmation email?

In most cases, you will receive this email along with the Confirmation Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time, please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Where can I check my booking details and status?

You can check your booking status by logging in to your account via JE Travel website.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly.

Why is there no record at the hotel or transport provider?

All bookings are instantly confirmed. If you have just made the booking, please check again 12 hours after successful payment, as it takes half a day for all promotional bookings to be reflected on the hotel or transport provider computer system.

Can I change the name on my reservation?

No. It is generally not possible to change the name after booking confirmation as per industry practice. For exceptional cases, please contact the hotel or transport provider directly. Telephone numbers can normally be found easily through Google Search.

Can I please have the official confirmation from the hotel for visa application purposes?

JE Travel will issue the Confirmation Voucher (PDF file) with your booking details by email and that is our official confirmation. If your embassy does not accept this as proof for VISA application, you will need to contact the hotel directly for the hotel letter guaranteeing your booking. Hotel telephone numbers can normally be found easily through Google Search. You are solely responsible for holding a valid passport with minimum 6 months (183 days) of validity on the date of return into Singapore, a valid multiple-entry visa into Singapore (if applicable), a valid entry and exit visa into the travelling country, health and other required documents. JE Travel will not be responsible or obligated to provide any refund in case of rejection at the border. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your understanding and cooperation.

Can you please resend the Confirmation Voucher to me?

If you wish to resend your Confirmation Voucher, please kindly log in to your account to make an instant request. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

What do I have to show to the hotel or transport provider when I check in?

You need to present the Confirmation Voucher (displayed on mobile phone is acceptable) and a valid passport.

What is the Confirmation Voucher?

The Confirmation Voucher indicates you have a confirmed booking with JE Travel. It is a PDF attachment sent to you at the time we sent you the confirmation email. It must be presented to the hotel or transport provider at the time you check in. In most cases, you will receive this email along with the Confirmation Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Common hotel information for package bookings (31)

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Where can I find the price of an extra bed?

On the JE Travel homepage, input the search criteria and correct number of persons then click “Search”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room. To avoid additional charges upon check in, please make sure you book the correct room type. Should any guest be unable to fit into the above room/s during check-in, the management of this property may impose additional charges to upgrade to a bigger room. In case of doubt, it is advisable to contact the property directly for booking.

Can I cancel the New Year or Christmas Gala dinner?

It is a common practice by hotels in Asia to include a Gala Dinner during the Christmas season as well as Western and Chinese New Year celebrations. These dinners are compulsory and cannot be cancelled. Additionally, due to guidelines beyond our control imposed by the local authorities/management (ie: post-Covid social distancing etc), access to some facilities (ie: gym etc) may be restricted, and differing meal arrangements may be expected on peak periods. Thank you for your kind understanding.

Does the hotel provide hotel transfer?

Please note that most hotel is a short distance away from the ferry or coach terminal, we recommend that you take a GrabCar/taxi at your own expense as hotel transfers are not included. If you would like to arrange for hotel transfer, please contact the hotel directly once you have received your Confirmation Voucher (PDF file). Hotel telephone numbers can normally be found easily through Google Search.

Is breakfast included in the room rate?

If breakfast is included, it will display "Breakfast Included" on the Room Type selection page. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.

Can I add breakfast to my room rate?

Yes, but there is usually an extra charge associated with this request. If breakfast is not included during the booking process, you would need to discuss with the check-in staff upon arrival. It is up to the hotel to determine if the displayed rate includes breakfast.

Can I choose all inclusive, full board, half board or additional meals?

Unfortunately, JE Travel website only provides a package booking service. Unless stated in the Room Type selection page, these options are not available.

Can I choose what type of bed I want?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request a suite or hotel room with a kitchenette?

While JE Travel certainly has hotel suppliers who offer suites and rooms with kitchenettes, we cannot limit our search to hotels that offer these types of rooms. If you prefer to have a suite or a kitchenette, we suggest you select a property and available room type with the required amenities.

Can the hotel store my luggage before check in or after check out?

Most hotels provide a luggage storing service both before check-in and after check-out either with or without a charge. Please check with the check-in staff upon arrival for more information regarding this procedure.

Does the hotel allow pets?

Please contact the hotel directly for the most up-to-date information. Hotel telephone numbers can normally be found easily through Google Search.

Does the hotel charge for parking, gym, and sauna etc.?

Some hotels charge for these facilities while other hotels may give them as complimentary for their guests. This is subject to individual hotel policy. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search. Additionally, due to guidelines beyond our control imposed by the local authorities/management (ie: post-Covid social distancing etc), access to some facilities (ie: gym etc) may be restricted, and differing meal arrangements may be expected on peak periods. Thank you for your kind understanding.

How can I add an extra bed for my child?

On the JE Travel homepage, input the search criteria and correct number of persons then click “Search”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room. To avoid additional charges upon check in, please make sure you book the correct room type. Should any guest be unable to fit into the above room/s during check-in, the management of this property may impose additional charges to upgrade to a bigger room. In case of doubt, it is advisable to contact the property directly for booking.

How can I find out how many bedrooms are in an apartment?

This information is normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

How can I see all the different room types offered?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. If a certain room type you are looking for is not shown on the hotel page, there is no available allotment for the dates you have selected.

How do I find out if a hotel has a certain facility or amenity?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

How do I find out if the hotel has parking facilities?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

I don’t want breakfast, can I remove this charge?

For all room rates that are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed. JE Travel is not able to remove a breakfast charge.

Is breakfast included for my children?

In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents without an extra bed. In such cases the hotel will charge for the child's breakfast directly.

Is there an additional charge for children when sharing a room with their parents?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

What does the hotel offer?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

What is a Semi double room?

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Some budget hotels offer this bed type.

What is a Semi room?

A Semi room type will mostly be provided by some budget hotels. The size of the room is considered smaller than a standard room. A Semi room type category is suitable for single occupancy.

What is a Triple room?

A triple room would be suitable for three adults and there would be bedding arrangements to accommodate three people. This could be one double and one single bed or three single beds.

What is the check in and check out time of the hotel?

Check-in time is normally from 15:00 hours. Check-out time is normally before 12:00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

What is the difference between a Semi bed and a Single bed?

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Some budget hotels offer this bed type.

What is the difference between a Single room, a Double room and a Twin room?

A single room is designed for only one person. A double room is for double occupancy with either one double (king or queen size) or two single beds. A double room can also be used for single occupancy. A twin room is also for double occupancy but will have two single beds.

What kind of breakfast does the hotel provide?

The type of breakfast offered depends on each individual hotel. JE Travel does not have access to this information. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Where can I find the hotel contact number and address?

On the Search Results page, the address of every available hotel will be shown. Hotel telephone numbers can normally be found easily through Google Search.

Where can I see the room details?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The room details are normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Why are the room types and bedding so different?

Room types vary from hotel to hotel. However, hotels will generally have Standard, Deluxe, Superior, Club and Suite rooms. The main difference would be the room size and amenities. This information is normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Cancel a booking (7)

Where can I find the cancellation policy?

The details and conditions of the cancellation policy will be different for each booking depending on period of travel, promotion, etc. The cancellation policy will also be listed during booking and in the Confirmation Voucher (PDF file). You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the period of travel,promotion etc. Please read this carefully before submitting your booking.

Will I be charged if I cancel my reservation?

The details and conditions of the cancellation policy will be different for each booking depending on period of travel, promotion, etc. The cancellation policy will also be listed during booking and in the Confirmation Voucher (PDF file). You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the period of travel,promotion etc. Please read this carefully before submitting your booking.

When will I get my refund?

Promotional bookings have very limited flexibility in nature due to their inherent lower upfront prices, hence we seek your understanding that most promotional bookings are non-refundable. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

How can I cancel my booking?

You can also cancel your booking by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. The cancellation policy will also be listed during booking and in the Confirmation Voucher (PDF file).

How do I cancel my promotional ferry or package booking?

Promotional bookings have very limited flexibility in nature due to their inherent lower upfront prices, hence we seek your understanding that most promotional bookings are non-refundable. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

I made a booking using an agent or cash voucher and would like to cancel it or shorten my booking. Is it possible?

If you cancel a booking where an agent or cash voucher was used, the voucher value will not be refunded in case of cancellation.

Why has a full cancellation charge been applied?

Promotional bookings have very limited flexibility in nature due to their inherent lower upfront prices, hence we seek your understanding that most promotional bookings are non-refundable. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

Special hotel requests for package bookings (10)
How will I know if a special request is confirmed?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request for early check in/late check out?

Check-in time is normally from 15:00 hours. Check-out time is normally before 12:00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

If I want to make a special request for my reservation, what do I do?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request a hotel transfer from the ferry or coach terminal?

Please note that most hotel is a short distance away from the ferry or coach terminal, we recommend that you take a GrabCar/taxi at your own expense as hotel transfers are not included. If you would like to arrange for hotel transfer, please contact the hotel directly once you have received your Confirmation Voucher (PDF file). Hotel telephone numbers can normally be found easily through Google Search.

Can I choose what type of bed I want?

The room and its room type are guaranteed but the bed type is not. For example, a Superior room can come with one double (king or queen size) or two single beds. You can make a Special Request for the bed type on the Guest Details page during booking but it is subject to availability upon arrival. If available, your request will be confirmed upon arrival. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Can I ask the hotel to give me a non-smoking or smoking room?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Do you offer any tours or activities?

You can add tours or activities (if available) on the Optional Add-ons page during booking.

How can I make a special request?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

I want to request for an interconnecting room for my family, how do I do this?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Change a booking (6)
I want to change my booking dates, how do I do this?

Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated during booking and on the Confirmation Voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

How do I extend my stay?

Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated during booking and on the Confirmation Voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

How do I shorten my stay?

Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated during booking and on the Confirmation Voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

How can I add extra nights to my booking?

Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated during booking and on the Confirmation Voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

Can I add rooms to my package booking?

Please submit a new package booking for additional rooms. To avoid a duplicate booking status, please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address and the dates of the different bookings match or overlap.

How can I change hotel for my package booking?

Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated during booking and on the Confirmation Voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly. We recommend that you purchase comprehensive travel insurance separately that covers for all unforeseen circumstances, as JE Travel is also subject to the same promotional conditions of the hotel/transport operator. Thank you for your kind understanding.

Website technical issues (8)
Problem with Confirmation Voucher

In most cases, you will receive this email along with the Confirmation Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time, please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Problem with Credit Card Charged Currency

This is not possible. Your card will ALWAYS be charged in Singapore Dollars, and processed in Singapore. Please contact your bank should you require more information.

Problem with Cancellation Fee

The details and conditions of the cancellation policy will be different for each booking depending on period of travel, promotion, etc. The cancellation policy will also be listed during booking and in the Confirmation Voucher (PDF file). You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the period of travel,promotion etc. Please read this carefully before submitting your booking.

Problem with Breakfast (Package booking)

If breakfast is included, it will display "Breakfast Included" on the Room Type selection page. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.

Problem with Booking

Making a change to your booking may incur a charge. Most promotional bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated on your Confirmation Voucher (PDF file) emailed to you.

Problem with Credit Card

Your booking cannot be submitted if we cannot authorize your credit card. Please contact your bank to check on the status of your card.

Problem with Room Occupancy (Package booking)

On the JE Travel homepage, input the search criteria and correct number of persons then click “Search”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room. To avoid additional charges upon check in, please make sure you book the correct room type. Should any guest be unable to fit into the above room/s during check-in, the management of this property may impose additional charges to upgrade to a bigger room. In case of doubt, it is advisable to contact the property directly for booking.

Problem with Heritage or Tourism Fees (Package booking)

Some authorities such as Malaysia require a small cash payment of MYR10-15/room/night to contribute towards tourism and heritage, this cannot be paid in advance and must be paid by cash during check-in. Please also note that some hotels may a short distance away from the coach or ferry terminal, we recommend that you take a GrabCar/taxi at your own expense as hotel transfers may not bbe included. Additionally, due to guidelines beyond our control imposed by the local authorities/management (ie: post-Covid social distancing etc), access to some facilities (ie: gym etc) may be restricted, and differing meal arrangements may be expected on peak periods. Thank you for your kind understanding.

Account issues (3)
What should I do if I cannot log on to my account or have lost my username and password?

Your password is case-sensitive, please make sure that you have keyed the uppercase and lowercase characters correctly when entering your password.
You can request for your password by email by using the “Forgot password” link on the Login page.

I have entered the password sent to me and it says that the information is invalid. What am I doing wrong?

Your password is case-sensitive, please make sure that you have keyed the uppercase and lowercase characters correctly when entering your password.
You can request for your password by email by using the “Forgot password” link on the Login page.

How do I edit my profile details or change my password?

You can do the changes by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to do the changes.

Voucher, JE miles, refunds and other issues (12)
I have a coupon code. How can I redeem it?

In order to use your voucher, please key it under Coupon Code field at the bottom on the Guest Details page. Please note that some codes/vouchers cannot be used in conjunction with another code/voucher (ie: 2 coupon codes/vouchers).

How can I buy an agent or cash voucher?

Please click on the Travel Agents link at the bottom of this page for more information.

How do I earn and redeem JE miles for my booking?

You will automatically earn 1 JE mile for every S$1 charged to your card on all bookings. JE miles do not expire. You can check your current JE miles balance by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to check your JE miles balance. Redemption of JE miles is strictly by online form only, accessible through this link. We will contact you to confirm your redemption within 5 business days by email, provided if all details entered in the online form are in order.

Can I get a cash refund for an unused agent or cash voucher?

Please make your request to enquiry@jetravel.com. Once approved, you will receive a refund of the base price (less 15% handling fees) back to the same account used during payment within 7 business days. Due to security reasons, we are unable to process refunds for partially used agent or cash vouchers.

Why does it seem that I am served by a 3rd-party site for my flight booking?

Flight bookings are handled by our preferred partner. JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed flight booking, please call +65-6415-5555 (7am to 10pm daily, terms apply).

Why am I redirected to a 3rd-party site for my travel visa booking?

Travel visa bookings are handled by our preferred partner. JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed travel visa booking, please call +65-3159-0023 (9am to 6pm daily, terms apply).

Why am I redirected to a 3rd-party site for my travel insurance booking?

Travel insurance bookings are handled by our preferred partner. JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed travel insurance booking, please call +65-6398-8776 (9am to 5pm Monday to Friday, terms apply).

I have bought travel insurance on your website, what should I do if there is a medical emergency?

Travel insurance bookings are handled by our preferred partner. For 24-hour emergency assistance, please call +65-6836-2922 (24 hours daily, terms apply).

Why is there a S$20 service fee levied for transactions made through JE Travel group booking centre?

Our online prices are much lower than our competition, hence we seek your understanding that a service fee of S$20 applies for non-group bookings made through our group booking centre (ie: quotations, general enquiries, bookings, packages, travel insurance, amendments/cancellations/refunds).

Does JE Travel impose any hidden booking fees or credit card fees?

Unlike other booking websites, we DO NOT advertise low upfront prices, only to sneak in surprise charges at the end.

I have an agent or cash voucher. How can I use it?

In order to use your voucher, please key it under Coupon Code field at the bottom on the Guest Details page. Please note that some codes/vouchers cannot be used in conjunction with another code/voucher (ie: 2 coupon codes/vouchers).

How can I verify my booking if my booking is legitimate?

All confirmation codes for every booking can be independently verified by calling the hotel/transport provider directly, 12 hours after successful payment, as it takes half a day for all promotional bookings to be reflected on the hotel or transport provider computer system.

Need More Help?

Customer care centre
(post-booking enquiries)

Please leave us a message via the email address below. If applicable, please include relevant details such as: booking number etc.

Email address:
enquiry@jetravel.com
24-hour self-help hotline:
+65-3158-7562

Data SIM card issuance centre
(for Malaysia and Indonesia)

Sim Lim Tower
10 Jalan Besar
#02-12
Singapore 208787
Open Mon-Sat: 11am to 4pm

If you have other data SIM-related enquiries, email us at:
batam@jetravel.com

Group booking centre
(more than 100 people only)

Our online prices are much lower than our competition, hence we seek your understanding that a service fee of $20 applies for non-group bookings or non-group enquiries.

If you prefer to talk to a group booking specialist, whatsapp us at:
+62-815-3517717

Flight booking assistance
(Preferred partner)

See contact information

To search for flights, you can go to
http://jetravel.com/flights

Travel visa assistance
(Preferred partner)

See contact information

For more information, you can go to
http://jetravel.com/visa

Travel insurance assistance
(Preferred partner)

See contact information

For more information, you can go to
http://jetravel.com/insure

Why book with JE Travel

No Booking or Credit Card Fees

Unlike other booking websites, we do not advertise low upfront prices, only to sneak in surprise charges at the end.

Better Rate Guarantee

We do not make lofty claims of having 100% lowest price, but we are confident at least 90% of our prices are cheaper than competition.

Verifiable Confirmation Codes

All confirmation codes for every booking can be independently verified by calling the hotel/transport provider directly.