Booking Faq

Booking FAQ


Due to limited availability and the popularity of certain destinations, some trips may become fully booked. A trip may already be fully booked by the time a customer attempts to book it. Cityline does not offer a waitlist option for customers who are still interested in the trip. However, you may still check again on our website should there be any cancellations occur.

All bookings are first come first serve basis. If you’ve booked a trip and secured your place, you will not be able to participate if a sale happens to start within the sale period.

If I'm not sharing with someone else, how can make sure I add a single room to my booking?

You can request an individual room when booking a trip via phone or an enquiry form. Get in touch with us to update an existing booking. Most of our bookings have the option of paying a fee for a single room.

When I pay for an individual room, what room type will I be assigned?

The standard of accommodation will vary from hotel to hotel. However, individual rooms typically have double or single beds. When making a booking, select the types of beds you prefer.

I paid for a trip but haven't received confirmation, what shall I do?

Reach out to us via email or call our direct number to reconfirm. If your booking tour or space is unavailable, we will provide you with a full refund.

I booked extra trips but haven't received confirmation, how long should this take?

Please allow us to have us 2 to 4 working days for confirmation, after which we will email you the update

How do I update my details, e.g. passport number?

You will not be able to do any updating of details after you confirm your bookings. Please reach to us via email or alternatively, you can call us at 6755 8098 for the changes

What should I do if I am logged out of the system and unable to finish my bookings? 

If you received an error message and your details didn’t save, please re-login and try to add your details again. If the same problem arises, please close and re-open your browser and try again. If you’re still having issues, reach out to us and we will be happy to help.

If you booked through, please contact them directly as they will be able to assist you accordingly.

Is my trip guaranteed to run?

Once we have fully paid customers, trips are guaranteed to depart unless unforeseen things happen that are out of our control.

We never want to cancel a trip, but sometimes due to operational reasons, we must cancel the trip. However, we will notify you soonest before your scheduled departure date. 

What happens if my itinerary has been changed, what can I do?

You should have received an email from us regarding the changes to your itinerary. Please reach out via phone or email if you have further questions.

Can I change the dates if I can’t travel on the dates that I originally booked?

We understand how plans can change! You can change your travel plans up to 30 days before departure (with no fees). However if your trip dates less than 30 days before departure, there will be an amendment fee. 

For Express Bus bookings all confirmed tickets will be non-refundable. However, any amendments per ticket will be a surcharge of S$10.00.

My partner can no longer go on our trip. Can I replace someone else or can I get a refund?

You can transfer the spot to another traveller. However, there will be no refund for any cancellation. 

Can I cancel my booking, can I get a full refund?

We don’t allow cancellation and we don’t offer full refunds. However, you can cancel your booking first and transfer your deposit to another trip or hold onto it as credit for future travel. You will also be charged a cancellation fee accordingly. If your trip is covered by travel insurance, please do the necessary claims from your insurance company.

I have made my bookings and now it's on sale, can I have the difference refunded back to me?

Unfortunately, we can’t refund the difference between a trip that is now on sale. When booking has been made, you have agreed to our booking conditions, including the total price of the trip at the time of booking. 

I can no longer go on my trip due to sickness, what shall I do?

We’re sorry to hear that. Please get in touch with us to review your circumstances and discuss your options.

If you contract COVID-19 before you leave, you can cancel your trip right up until departure day. Just let us know (with a medical certificate, if applicable) and we’ll give you a 100% credit of what you’ve already paid. 

How long will the process take for my refund back to my credit card?

We try to process your refunds as soon as possible, but it may take 14 to 21 days depending on your bank. If you have not received your funds within 21 days, please contact your bank accordingly.


When paying for your trip with a credit card there will be No surcharges, but restrictions may apply on which card you can use depending on your location.

We request full payment for some trips is as to confirm each part of your tour packages with our local operators and suppliers. If your place on the trip is unavailable, a full refund will be provided accordingly.

Not to worry. If too much payment is made by mistake, please contact us via phone or email to arrange for a refund.

Due to internet connection issues, incorrect payment details or insufficient funds, our booking engine might reflect unsuccessfully. After you have reviewed all and your payment and is still not gone through, please reach out via email or phone.

Unfortunately, this isn’t possible, all invoices must be paid in Singapore Dollars.

For sale items, can I utilise my voucher for bookings?

Of course, you can! You can offset the gift vouchers after you have paid the full price. Please reach out via call or email us with a voucher.

Does Cityline offer loyalty or returning traveler discounts?

We don't have a loyalty discount. However, for repeat customers, you will enjoy a 10% discount on your bookings. To enjoy the facilities, kindly log in with your ID and password before each booking. Also, for future promotions, you will be the first to receive email updates!

Before you depart

Do I need to buy travel insurance?

Travel insurance is compulsory on all trips if you’re travelling internationally. Coverage differs from trip to trip, so make sure you check with your insurance company. However, for group tours we will cover the insurance under group tours.

What kind of insurance do I need?

The minimum requirement for your policy is to cover medical expenses including emergency accidents. We strongly recommend all travellers have a policy that also covers personal liability, cancellation, delay of flights and loss of luggage or personal effects.

Entry and health requirements

For the latest information on travel documents and visa requirements, please check with the country that you will be travelling to. Every country has different requirements and policies for COVID-19 vaccination and quarantine. 

How do I find out about the visa requirements and organise my visa?

We do include information about visa requirements and provide additional information about entry, visa and health requirements on our website, please contact the relevant local embassy for information. If you are uncomfortable with the visa process, you can seek our advice and arrange a visa application at a cost.

Do you help with visas?

Cityline can assist with visas in some instances. Please contact us to find out more.

How should I keep my belongings safe during my trip?

While we take all the precautions to make sure your belongings are safe, travel insurance is a must and a lockable bag or money belt will always help.

What is the best way to carry money?

Having access to money from a variety of sources is the best idea we recommend. You may keep cash, cards and travel money cards which will be commonly used. 

What are the medical and vaccination requirements?

Unfortunately, we cannot advise on this issue. Seek advice from your local GP or a travel doctor for details and advice about current vaccination requirements. 

What should I do, while on a tour if I get injured and unable to continue?

Our tour leaders and guides are trained to deal with emergency situations. Help and assistance will be provided as soon as possible. Therefore, travel insurance should always cover any costs incurred if illness occurs.

Currency information

The best idea is to travel with a credit card and ATM card. Using some cash will certainly ease your problems where places that do not accept cards payment. These days travellers cheque no longer as common practice for travellers. In certain countries they you may even draw cash from the ATM. Be sure you activate the services before your trip.

What type of luggage/suitcase should I bring? 

You might sometimes load onto coaches or even airplanes. We recommend you bringing your most essentials item for your trip. Travelling with backpack is the most convenient way of travelling. 

What important documents do I need to bring with me?

A few of the important things you should always travel with are your passport, visa and travel insurance. Not forgetting a list of an essential packing lists.

Arrival information

Generally, hotel check-in times are after 2pm. Should you arrive earlier, the hotel Concierge will be able to assist you with luggage storage. You may explore for a couple of hours first or maybe have your lunch before checking in.

You may request an early check-in. However, it is subject to hotel availability. We can’t confirm the availability, however you may put in your request via email or contact us accordingly.

Tipping information

In most places, tipping is compulsory. Seek advice from your tour leader/guide upon your arrival to each country. Obviously at the end of your trip, if the service you received and you're happy with it, though not compulsory, giving a tip to the guides and service staff as a good gesture has always been welcome. 

Website problems

Should the problem arise, please tell us what the fault is and our resident experts will fix it as quickly as possible.



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