Whether you’re a seasoned international traveler or embarking on your first flight, these procedures will help ensure the smoothest possible flying experiences for you and your group.
If you are changing planes overseas, do not go through customs. Instead, go to the transit passengers’ desk, or ask the airline personnel for help. ACIS staff members are not allowed through customs and therefore will not be there to assist you.
If your onward flight is delayed or canceled, immediately call the ACIS Emergency Number.
Supervision During Flights
Minors must be accompanied on flights by an adult, except in special circumstances—when a minor is departing from a different city, for example.
Domestic flights may provide a snack, and meals are sometimes available for purchase depending on the airline.
International flights normally serve dinner and breakfast before landing the next morning. Soft drinks are served at intervals. An optional entertainment package, which may include movies, audio entertainment and headphones, is typically available on international flights. Occasionally travelers will need to download an app to their personal device to access entertainment. Check with your flight online.
It is imperative that you report lost or delayed luggage to the airline inside the customs arrival hall so that you can be issued special tracking numbers. The report should be filed with the airline who brought you to your final destination. In most cases, lost luggage turns up in a day or two. Lost, stolen or delayed luggage is covered under the Ultimate-Plus and Ultimate Protection Plans.
- If luggage is delayed and there is a wait before going through customs, send an assistant or adult through customs to inform the tour manager of this delay.
- If luggage has been lost or delayed while not in the custody of an airline, inform ACIS or your tour manager, who will assist you in contacting local police. You must fill out a police report detailing all items missing. Participants with Ultimate-Plus or Ultimate Protection may file a claim with the insurance company upon returning home.
Delays or Cancellations
If your outbound flight is cancelled or delayed for more than an hour, call ACIS at (800) 888-2247 during U.S. business hours and (617) 450-5678 (collect) after U.S. business hours. Make sure to keep your group together in case another connection or flight is arranged.
If your flight is delayed, be sure to coordinate with airline staff to get your flight rebooked. Typically, only airport staff has the ability to amend reservations so close to the flight departure time.
Do not leave the airport until you have been rebooked on the next available flight.
Once you have been rebooked, please contact ACIS so we can rebook your transfer and notify your tour manager about your new arrival time.
If your return flight is delayed and causes you to miss your connecting flight home, ask the international airline to rebook your connecting flight. You will normally be rebooked on the next available flight.
Please advise ACIS at (617) 450-5678 if you need us to activate your Emergency Contact List.
If the cause of the delay or cancellation is due to mechanical reasons, a strike or a problem with the flight crew and you must stay overnight en route, the airline should pay for your hotel and meal(s).
If the cause of the delay or cancellation is due to weather, contact ACIS and we will help secure accommodations, the expenses of which are covered under certain conditions of the Basic Protection Plan.
If your group misses its flight, work with the airline to rebook your group and inform ACIS of the situation. You are the best advocate for your group to be rebooked, since airport agents will work directly with you.
- Do not leave the airport until you have been rebooked with confirmed seats (if possible) on the next available flight.
- Once you have been rebooked, please call ACIS with your new flight details so that we can alert your tour manager and rearrange your transfer.
If a participant loses his or her passport, inform your tour manager. If you are not with your tour manager, contact the local U.S. embassy or consulate. If you are unable to do either of these things, contact Team Assist.