Apple Vacations Customer Care: Expert Guide to Getting Fast, Accurate Help

Who Apple Vacations Customer Care Serves and How It’s Organized

Apple Vacations is a U.S.-based tour operator specializing in flight-and-hotel packages, transfers, and excursions across Mexico, the Caribbean, Central America, and Hawaii. It operates under ALG Vacations (Apple Leisure Group), which was acquired by Hyatt Hotels Corporation in 2021 in a $2.7B deal. That matters for customer care because policies, systems, and post-travel support align across ALG brands, and many processes are standardized (e.g., travel protection options, change/cancel procedures, supplier communications).

Customer Care supports travelers who booked directly on applevacations.com and those booked through a travel advisor. If you booked via a travel advisor, that advisor is your primary point of contact for pre-travel changes and questions, while Apple Vacations handles the supplier side. If you booked direct, Apple handles both booking management and vendor coordination. During travel, on-trip assistance is available 24/7 via the emergency contact information printed on your travel documents.

How to Reach Apple Vacations Customer Care

The most reliable starting point is the official website: https://www.applevacations.com. Use the “Manage” or “My Trips” area to pull up your booking with your reservation number and last name. There you can message support securely, request changes (subject to rules), make payments, and view vouchers. For time-sensitive issues—especially within 72 hours of departure—call the support number in your confirmation email or on your invoice; Apple publishes different numbers for pre-travel vs. on-trip assistance and for certain destinations.

While Apple Vacations has active social channels, do not rely on social media for time-critical or sensitive requests. For travelers already in destination, Apple works with destination management partners (commonly noted on your vouchers) who offer 24/7 help via a local number and at-hotel service desks. Those contacts are listed under “Emergency Contacts,” “Transfer Provider,” or “Your Representative” on your e-documents; keep a screenshot and an offline copy before you fly.

What to Prepare Before You Contact Support

• Your Apple Vacations reservation number, traveler name(s) exactly as on passport, and departure date; have your confirmation email open.
• Specific request and deadline (e.g., “name correction before ticketing,” “add transfers by 5:00 p.m. CT,” “rebook after airline cancellation”). The clearer the ask, the faster the resolution.
• Payment method details used at booking; for refunds to the original form of payment, support will confirm the last four digits and card brand, not the full number.
• For airline-related problems: flight numbers, screenshots of airline notifications, and any rebooking offers already shown in the airline app.
• For hotel/transfer issues on trip: photos, room numbers, and names/times of staff you spoke with; keep receipts for out-of-pocket expenses to submit for review.

Managing Your Booking Online

Within the “Manage/My Trips” portal you can view the full itinerary (air, hotel, transfers), download e-documents, make or schedule payments, and add optional services if the supplier allows it (e.g., seat selection, baggage, private transfers, excursions). Many airlines now require you to add checked bags directly in the airline’s “Manage Booking” by using the airline record locator shown in your Apple Vacations documents; costs are set by the airline, not Apple.

Special requests (dietary needs, adjoining rooms, bedding configuration) are passed to the hotel as requests—not guarantees. For critical needs, ask Customer Care to notate the booking and also contact the hotel directly 72–48 hours before check-in with your hotel confirmation reference if available. Upload any required travel forms well ahead of time (e.g., child travel consent, medical notes for equipment) to avoid check-in delays.

Changes, Cancellations, and Refunds

Apple Vacations packages include multiple suppliers (airline, hotel, ground). Change/cancel rules follow each supplier’s fare/rate policy and Apple’s agency/tour operator terms. Airline tickets are typically nonrefundable; changes may be allowed for a fee plus any fare difference, and some fares are non-changeable after ticketing. Hotels may carry penalties starting at a set number of days before arrival. Transfers often become nonrefundable within 24–48 hours of pick-up time. Always review the “Terms & Conditions” linked at checkout and in your invoice for the exact cancellation grid.

When an airline makes a significant schedule change or cancels a flight segment, reaccommodation options are usually offered. If the change meets the airline’s “significant” threshold (definitions vary by airline and route), you may be eligible for a refund of the air portion in cash to the original form of payment; Apple Vacations will process the request through the airline. For package-wide cancellations initiated by the traveler, outcomes range from cash refunds (if fully refundable items were booked), to future travel credits, to supplier vouchers—depending on what you purchased and whether you added Travel Protection Plus.

• Timeline benchmarks: airline cash refunds commonly post within 7–10 business days after the airline authorizes the refund; package credits can take 1–2 billing cycles to display on your statement depending on your bank.
• Name corrections: minor spelling fixes may be possible before ticketing at no cost; after ticketing, many airlines treat corrections as a change and can charge fees and fare differences. Act within 24 hours of booking to minimize costs.
• No-shows: failing to cancel before departure usually forfeits the entire value. If you can’t travel, contact Apple and the airline/provider before scheduled departure time.
• Credits and vouchers: check expiration and rebooking windows carefully (often 12–24 months from issue date, supplier-specific). Some credits are non-transferable and must be used by the same traveler names.

Travel Protection Plus and Insurance Options

Apple Vacations sells Travel Protection Plus (TPP) at checkout. TPP typically includes “Cancel for Any Reason” benefits that convert a portion (often most) of your nonrefundable trip cost into a future travel credit if you cancel outside of supplier-penalty timelines; it also bundles post-departure protections like trip delay/interruption, baggage, and medical benefits administered by a third-party insurer. Pricing is displayed per person during booking and varies by trip cost and destination; purchase is generally allowed only within a limited window after initial deposit.

Claim processes depend on what happened: for voluntary cancels under CFAR, you request a credit through Apple Vacations; for covered reasons (medical illness, severe weather, etc.) you typically file a claim with the insurer listed on your policy certificate. Keep all documentation: doctor’s notes, airline delay notices, receipts. If you declined TPP, consider an independent travel insurance policy; compare medical coverage limits (especially for international trips), pre-existing condition waivers, and evacuation coverage. Always review the policy certificate before purchase so there are no surprises at claim time.

On-Trip Support: Flights, Hotels, and Transfers

If a flight disrupts on the day of travel, your fastest path is usually the airline’s app or airport desk to secure seats on the next available flight, then notify Apple Vacations with your new flight details so transfers and hotel arrival notes can be adjusted. If your arrival changes by more than 60–90 minutes, contact the transfer company listed on your voucher; shared shuttles may be rerouted, while private transfers can often wait or be rebooked.

For hotel issues (room category, cleanliness, amenities), report the problem to the hotel front desk immediately and document with photos. If not resolved, contact the destination representative number shown on your Apple documents (the partner name and desk location—often in the main lobby—are listed on your transfer voucher). Escalating during the stay is critical; it’s far easier to fix issues in real time than after you return home.

Post-Travel Complaints and Escalations

Submit post-travel feedback or compensation requests through the link provided in your e-documents or on applevacations.com under Support/Contact. Include your booking number, dates, names, detailed timeline, and evidence (photos, staff names, receipts). Filing within 30 days of return is strongly recommended; some suppliers impose stricter windows for consideration.

If your matter involves an airline cancellation or significant schedule change that was not remedied, you may also file with the U.S. Department of Transportation (for flights touching the U.S.) via https://www.transportation.gov/airconsumer/file-consumer-complaint. For credit card disputes, speak to Apple Vacations Customer Care first, since chargebacks pause resolution and can complicate refunds already in process. Keep everything in writing or request a case number for reference.

Identity Verification and Data Security

Expect Customer Care to verify your identity before discussing or changing a booking. If you booked through a travel advisor, Apple may request that changes be submitted by the advisor of record. Don’t email full credit card numbers, photos of cards, or passport scans unless the channel is encrypted and requested; use secure upload links provided in the Manage/My Trips area when available.

If you need to add an authorized contact (spouse, colleague), ask Customer Care to add their name and phone/email to the booking notes while you’re on the line. This saves time if they need to call later regarding delays, room issues, or schedule changes.

Pro Tips to Reduce Hold Time and Costs

Call during off-peak hours in the originating time zone of your booking center (for U.S.-based centers, early morning on weekdays typically has the shortest queues). Have alternate options ready: second-choice travel dates, nearby airports, or different room categories—agents can reprice faster when you provide parameters.

Set airline and hotel app alerts as soon as you receive your supplier confirmation codes; catching a schedule change within 24 hours often gives you more options. If price flexibility matters, consider adding Travel Protection Plus during booking; without it, many package components become nonrefundable or changeable only with fees once you’re inside penalty windows. Always screenshot key screens at checkout (fare rules, cancellation grid, inclusions) for your records.

How do I contact Apple Vacations customer service?

Call us at 1-800-517-2000 or email [email protected]. Our Contact Center is open during the following hours: New reservations: Daily from 9AM-12AM ET.

How do I change my Apple Vacations reservation?

You cannot modify your confirmed online reservation through AppleVacations.com. To make changes to the reservation, call us at 1-800-517-2000.

Is Apple Vacations owned by Hyatt?

Reynal previously served as the CEO of customer relationship management conglomerate Atento. In August 2021, Hyatt Hotels Corporation announced that it is buying Apple Leisure Group for $2.7 billion in cash. The acquisition was completed on November 2, 2021.

Can you get a refund from Apple Vacations?

You may cancel your vacation for ANY reason up to two hours prior to scheduled departure and receive a full refund for your vacation, less the cost of the Travel Protection plan, including non-refundable airfares booked through Apple Vacations. * Non-refundable hotel rates are not included.