Frequently Asked Questions

Advance payments

What is Advance Payment option and what all products can be booked using this product?

As the name suggest, Advance payment option allows you to book your transaction by paying an initial booking amount depending upon your total transaction value. Once booked using the advance payment option, you will have to make the balance payment only at the nearest branch as communicated to you by the call centre within the next 48 working hours. At present, the advance payment option is available only for Buy Foreign Exchange transactions 

What is Full Payment option?

In Full Payment option, you choose to pay the entire amount of transaction at one go using any one of the payment solution available with you.

Is it mandatory to make an advance payment for buying Foreign Exchange online?

No. You may choose between making an advance or full payment for your Foreign Exchange currency needs, depending upon your convenience.

How much advance amount will I have to pay to block the rate for my Foreign Exchange booking?

The advance amount that you need to pay for blocking the rate for your Foreign Exchange requirement will depend upon the order value. You will get to know the exact amount during the transaction.

Can I make the balance payment online?

No. You will have to make the balance payment at the branch during the fulfilment of your Forex booking.

How can I make balance payment and how much time do I have to make the balance payment?

Once you have made the advance payment, you can make the balance payment within the next 48 working hours.

What happens if I don’t make the balance payment within the next 48 working hours?

In case we don’t receive the balance payment within the next 48 working hours, the advance amount paid by you will be forfeited and you will have to make a fresh transaction.

Once I pay the advance amount, my blocked rate will be valid for how much time?

Once we confirm the receipt of your payment of Advance booking amount, your Foreign Exchange rate will be applicable for the next 48 working hours.

What are the payment modes available to me for the balance payment?

You will be communicated about the payment modes available for the balance amount. Generally, the payments options available are credit/debit card, cash (limit Rs. 50,000/-), DD, cheque, NEFT/RGTS. However, the available payment mode for your transaction may vary and the same will be communicated at the time of fulfilment. In case you opt for card payment, a payment gateway charge will be applicable on the same. This additional payment gateway charge will depend upon your bank and will be communicated to you at the branch.

Is it mandatory that the payment mode of balance amount should be the same as that used for advance amount?

No. You can use a different payment mode for the balance amount depending upon the same communicated by the branch.

When will I get my Foreign Exchange currencies if I make the balance payment by cheque/DD/NEFT/RTGS?

In case of cheque/DD payment for the balance amount, you will receive your Foreign Exchange currency only after the realization of the cheque or DD. In case of NEFT/RTGS, it will dispensed after the money is realized in our account.

Payment options

What are the payment modes that UTT has?

Debit cards, credit cards (cards issued by Visa, Master), Net Banking, 

What’s the Card Verification Number (CVV) on my credit card?

The CVV is an important security feature that further reduces the risk of Internet fraud. This number never appears on sales receipts or billing statements and is only found on the physical card itself. We ask you to enter the CVV code during your transaction to make sure that the card is in your possession.

Where is the Card Verification Number (CVV) located on my credit card?

For Visa/MasterCard: Your CVV is the three digit code after the last four digits of your credit card number on the back of the card within the signature field. For American Express: Your CVV is the four digit number on the front right hand side of the card above the card number.

Under what name will my transaction appear on my credit card statement?

Your purchase will be charged under UNITED TRAVELS AND TOURS PTE LTD.

What is verified by Visa?

Verified by Visa is a product offered by Visa in conjunction with the bank that’s issued your card. VBV uses personal passwords or identity information to help protect Visa card numbers against unauthorized use. VBV is available for most Visa cards from participating financial institutions

How does VBV help me?

VBV provides an extra level of protection for online shopping and helps to prevent unauthorized online use before it can happens.

How do I know whether or not my bank has a VBV facility?

You can ask the help desk or Call Centre of the card issuing bank and confirm whether or not your card offers the VBV facility.

How does VBV work?

VBV protects your existing Visa card with a password that’s been created by you and provides the added assurance that only you can use your Visa card online. For more details on VBV, please visit

What is MasterCard Secure Code?

MasterCard Secure Code is a unique service that uses a private code to help protect your card against unauthorized use when you shop at participating online merchants.

How does MasterCard Secure Code work?

MasterCard Secure Code (The MasterCard Secure Code Program) is a comparable security facility to VBV. For more details visit

Is the credit card data provided secured?

We do not store any credit card numbers at our end; your details are directly recorded with the respective banks.

What is ‘Net Banking’ option all about?

‘Net Banking’ is a mode of payment that allows you to pay for the services offered at UTT by direct debit from your bank account.

Can I use this option?

If you have a bank account with which you can make online transactions, then yes, you can definitely use the ‘Net Banking’ option on our website.

If I pay by net banking, how long will it take for my account to be debited?

After a successful transaction, your account will get debited immediately.

I don’t have my net banking password. What should I do?

Just contact your bank’s helpdesk and they will help you with your net banking password.

While I was paying by net banking, my ‘session expired’. What should I do now?

This generally happens when you take too long then the expected time to make payment. You need to go back to home page and make a fresh booking.

I made a successful payment by net banking but the system says that the ‘verification has failed’. Now what?

This happens when your payment transaction does not get verified at your Bank debit gateway. If amount has got deducted from your account, do not panic, your amount would be reversed to your account within 7 working days.

I cancelled a booking which was made using ‘Net Banking’ option. How will I get my money back and when?

The account that you used for payment will get credited with the refund amount within 7 working days.

What is EMI?

EMI stands for Equated monthly Instalments. It is one of the flexible ways of paying for your Flights and Hotel bookings in monthly instalments over a period of 3 12 months instead of paying all at once.

So, how do I pay using this new payment option EMI?

On Make “Payment page” select Pay by “EMI option”. Currently you can only pay EMI using credit cards.

For how many months can I opt to take EMI options?

You can select from 3, 6, 9 or 12 months payment option. This means you can make your payment in 3 equal instalments over 3 months, 6 equal instalments over 6 months, 9 equal instalments over 9 months or even 12 equal instalments over 12 months.

Do I need to pay anything apart from my EMI amount?

You need to pay one time Bank processing Fee which will be displayed on your “Pay by EMI page”.

What would be the interest rate if I opt to pay by EMI option?

You don’t need to pay any interest if you choose to pay by EMI. Your payment is completely interest free regardless of tenure.

Will the credit limit on my credit card reduce?

Yes, the credit limit on your card would be blocked till the time your amount is cleared.

Am I eligible to get reward points on this transaction?

You need to get in touch with your Bank to know more on this.

Under what name will payment appear in monthly statement?

It would be under the name of United Travels & Tours Pte Ltd.

What happens if I close the credit card account in the middle of my tenure?

If you want to close your credit card account in the middle of your EMI tenure, you will be asked to clear the entire amount due before the card account is closed.

Can I prepay the remaining amount in the middle of my tenure?

You can contact your bank and request them to cancel the EMI. They will confirm the remainder amount to you, once you accept, the bank can action your request.

What if I cancel my ticket in the middle of my tenure?

If the ticket is eligible for a refund, the refund amount after the deduction of the cancellation charges is reversed to the card account. Please note, that on cancellation of the ticket the EMI does not get cancelled automatically. The credit for the refund is credited immediately; however the EMIs will continue. If you require, your EMI to stop, you can call up your bank and request for the cancellation of the EMI. Please note that the processing charges will not be refunded and the refund is subject to the cancellation charges as given in the booking policy.

Are all bookings eligible for payment by EMI?

Bookings of SGD 2,500 and above are eligible for an EMI term. This minimum fare does not include the processing fee.

If I book multiple tickets on EMI and cancel 1 ticket, what would happen?

We will send the refund back to the bank for the single ticket after deducting the relevant cancelation charges. The refund for that ticket would be credited to your account; however the EMI for all the tickets would continue as it is. You can choose to cancel your EMI’s by contacting your bank.

What is Cash on Delivery (COD)?

Cash on Delivery is an alternate payment mode to our existing payment options of Credit Card, Debit Card and Net Banking.

How does COD work?

Once you select your product, on payment page you need to select the payment option of “Cash on Delivery”. Upon selecting this option we will hold your booking on the backend and once you handover the payment to our vendor we will confirm your booking and email it to you within 2 hours. (Above is applicable if customer is making payment in Cash)

For how long are you going to keep my booking on Hold?

We will be holding your booking for 48hrs, if you fail to make the payment, system will release your booking.

How soon will your representative come for collection?

Our representative from that region will collect the payment from you within 24 hours.

What time is your representative expected to come and collect the payment?

Our representative will contact you on the number provided and set up an appointment. However, do remember that the booking can be kept on hold only for 48 hours. If you fail to make a payment in that duration, then the booking will be released.

What if your vendor does not reach on time? Will my booking get affected?

Our representative will set up a convenient time and meet you in the next 24 hours to collect payment. The airline/ hotel systems allow us to hold the booking only for a short period of time. If we are unable to confirm the payment collection in that time, we will have to release the booking.

Can I cancel my booking if I have paid using Cash on Delivery?

Yes, you can cancel your booking by calling us on our number

How will I get the Refund?

If you have made payment through cheque or cash, we will issue the cheque of refund amount if any, on the same name from whom we got it while confirming payment.

I don’t see Cash on Delivery as a payment option?

Cash on delivery is available on select products and is typically available for travel dates which are 15 or more days from the date of booking. Currently the option is available for flights, insurance and holiday bookings. However, we would be introducing this option for other products very soon.


What does holiday package means?

It’s a product which takes care of your Flights, Hotels, Sightseeing, Travel Insurance, Transfers and Visa’s if required into one price. However it’s not necessary every Holiday package includes all above services, it completely depends upon the inclusion and exclusion of the package you are planning to book.

What does Group tour mean?

These are tours which have fixed departure dates and Tour escorts.

Holiday Package needs to be booked how many days prior to the departure?

It is always advisable to book your tour well in advance of your choice to confirm your hotel and Flight reservations.

What does twin sharing room means?

“Two people in one room”

What does "Per person on twin sharing basis means?

This means, the rates are for one person in a room which is shared by two.

What does half-board meal plan include?

A half-board meal plan is inclusive of breakfast and one major meal - either lunch or dinner.

What does Full-board meal plan include?

A Full-board meal plan is inclusive of all 3 meals i.e. Breakfast, Lunch and Dinner.

What about my Visa if I am traveling abroad?

Thomas Cook will provide you assistance for filling your visa however to grant you Visa is completely at the discretion of the Embassy.

What are the different modes of payments UTT accepts?

Net Banking/International Credit Card/Debit Card

How do I know if my booking was successful?

We’ll send you an email confirmation for your holidays booking.

What if I don’t get a confirmation of my Holiday Package Booking and my account has been charged?

In this case, you just need to call on our toll free number and we will confirm your package offline if we have received your payment.

Can there be changes done in Holiday Package?

Yes, you can amend the package the way you want it wherever possible by calling our number by paying additional cost or amendment charge if any.

Can I book travel insurance with UTT while buying holiday package?

Yes, we can help you buying Travel Insurance, you just need to visit our Insurance section and buy it online.

I want to buy Foreign Exchange for my International visit, can you help me?

Yes, we can help you buy Foreign Exchange as well, now you can buy Foreign Exchange online by visiting our Forex section.

If I am booking holiday package, can I pay using multiple credit cards for one booking?

No, unfortunately we don’t have this provision to book with multiple credit cards online.

Can I book three adults in one room?

Generally most of the hotels allow guest to book 3 adults in one room by giving an extra bed, however we request you to always reconfirm with our customer support or hotel before booking.

Do I require a passport to travel on a International Holiday?

Yes, you need passport with minimum validity of 6 months from the date of travel. Validity of passport may vary depending upon the country you visit. Also we can assist you in getting your Visa’s done. You just need to visit our visa section and fill in the inquiry form and we will take care of the rest.

What kind of vehicle will be provided for the travel?

The type of vehicle provided during travel would be mentioned in the travel details before you book your holidays. Vehicle type purely depends upon the group size and destinations.

What would be the cancellation charges if I cancel my holiday before departure?

Cancellation charges of the holiday package you are selecting would be mentioned in travel details. Also cancellation charges depend when you are cancelling the package and for which country/city you have booked for. To know more you can call our customer support on

If I am on tour and want to cancel my holiday, how much refund will I get?

If in case you want to cancel your services on tour, there won’t be any refund credited to your account.

If I face any issue on tour, whom should I write to?

You can write us on and we will further investigate on your escalations.


What is VISA?

A travel visa is a travel document which conditionally allows a person to enter or leave the region for which it is issued. A visa application in advance of arrival gives the country a chance to consider the applicant's circumstance, such as financial security, reason for applying, and details of previous visits to the country. A visitor may also be required to undergo and pass security and/or health checks upon arrival at the border.

Do I need a visa for travel?

It depends. Singapore citizen will get benefit from many favourable travel arrangements with countries around the world. non requirement of visa for several countries, need to be confirmed the same before travel.

Does it cost to have a visa processed?

It depends. Singapore citizen will get benefit from many favourable travel arrangements with countries around the world and the fee may be waived off. In other circumstances, one will have to pay for the visa.

How long will the process take?

This depends on the country you’re visiting. Some visas will be issued the same day; others can take weeks (or even months) to process.

What are the different types of visa?

- Transit visa- for passing through the country to a destination outside that country - Short-stay or visitor visa- for short visits to the host country - Tourist visa - for a limited period of leisure travel, no business activities allowed - Visa for medical reasons- for undertaking diagnostics or a course of treatment in the host country's hospitals - Business visa - for engaging in commerce in the country - Residence visa – for people obtaining long-term residence in the host country - Immigrant visa - for those intending to immigrate to the issuing country - On-arrival visa (also known as Visa On Arrival, VOA), granted at a port of entry - Electronic visa - The visa is stored in a computer and is electronically tied to the passport number; no label, sticker or stamp is placed in the passport before travel

How do I get a travel visa?

By submitting basic documents like:

  • Valid passport
  • Completed visa application
  • Passport/Visa size photos
  • Payment of required fees
  • In some cases, additional identification such as a driver’s license, birth certificate, or bank statement showing that you the necessary funds to complete your journey
  • Some countries require a copy of your travel ticket


Can we accommodate more than 2 guests in one double room?

Most hotels allow additional guests to stay in a room by charging extra charge as long as the room doesn’t exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the hotel may cancel your reservation or require that you book additional rooms. If you have doubts, you can check directly with your hotel for their extra guest charges and the maximum number of people allowed in the room you’ve booked.

Do we need to pay separately for children who will be traveling with us?

When making your booking, select the number of children traveling with you from the ‘Children’ drop down box. If you select 1 child, our search will give you the price of a double room with child.

What if I need a specific type of hotel room (non smoking, wheelchair friendly, etc.)?

Contact our Customer Support Team on our number with your request and we’ll do our best to get you what you ask for. However, your request is ultimately subject to availability when you arrive at the hotel.

Will my credit card be charged when I book my reservation?

Yes, your credit card will be charged immediately for all reservations made through our website.

How do I know if my booking was successful?

You will receive an email and sms confirming your services booked with UTT.

Do I need to confirm my booking?

No, you don’t. If you really want to, though, contact us at to confirm your reservation. You can also contact the hotel directly if you prefer.

What if I don’t get a confirmation at the time of booking?

If a confirmation page doesn’t display once you complete your booking, check your email for a confirmation. If you don’t get an email confirmation within fifteen minutes, let us know at and we’ll send you your confirmation details.

I didn’t get an email confirmation. What do I do?

If you don’t receive an email after making a reservation, it could be that you have mentioned wrong email address or your Internet Service Provider must have blocked the email thinking it was spam. Check your spam folder and add our email address - to your address book so that it doesn’t get filtered out next time. In the meantime, contact us on our toll free no or write us on - so we can send you an email confirmation.

How long will it take for the hotel to get my booking information?

Your details should reach hotel within a day’s time. Please note, this does not apply to the bookings made for same day. For more information on this you may contact us on - or write us on - There are certain reservations that are booked out of an allotment. These rooms are guaranteed and must be paid for when you check out of the hotel. In some cases the hotel won’t have your name on the reservation until approximately 24 hours before you arrive.

What is my hotels checkin time?

Typically, the hotel checkin time is after 2:00 pm (local hotel time) however we request you to please check with your specific hotel for its exact checkin time.

What if I am arriving late? Will hotel hold my room?

Since your reservation is guaranteed with a credit card, hotel is obliged to hold your room until 7 am, the day after your planned your arrival date. However, it is always a good practice to contact the hotel directly and inform them about your arrival details.

Can I get early check in?

Early check in is always subject to availability and the final confirmation rests with the hotel. If you need an early check in, you should contact the hotel directly and place a request.

How do I get a receipt or invoice for my hotel booking?

Your invoice is emailed to you along with the booking confirmation. However, if you have not received your invoice, you could drop us a mail at - and we would send you a copy of your invoice

Can I cancel my Hotel reservation online?

Hotels booked on our website can be cancelled online. However, for international hotels you will need to send us an online request for cancellation

What would be the Hotel cancellation charges?

The cancellation charges depend on the hotel, time of stay (‘season’ time, ‘offseason’ time), and time of cancellation. To know what’s applicable in your case, check the hotel’s booking policy mentioned on the booking page while making the reservation. Apart from the cancellation charges levied by the hotel, UTT charges a fee of SGD 10 for every hotel cancellation. Charges may differ from Hotel to Hotel for International hotel transactions.

If I need to cancel my hotel booking, what’s the latest I can do this by?

It depends on your hotel. Please go through the hotel’s booking policy mentioned on the booking page while making the reservation. However, please note, irrespective of what the hotel’s booking policy says, you cannot cancel your booking on the day that you’re supposed to checkin.

How will I get refund after I cancel my Hotel booking?

We will credit the money back to the same account you used while making the booking.

How long does it take to process this refund?

Our support team credits the refund within 10 working days for normal cancellation. However it might reflect in your card statement only on the next billing cycle for certain banks. If it has been more than 10 working days, please cross check with the bank or you can get in touch with us on our toll free number - or you can write us on

How do I check the status of my refund once I have cancelled my booking?

You can first check with your bank if any refund has been processed from UTT, alternately you can call us on our toll free number - or write us on

Can I modify my Hotel booking?

Sorry, we don’t support modification to hotel bookings. You will have to cancel your existing booking and make a new one.

Can I book infant in online hotel booking?

Yes you can book Infant online while booking your domestic hotels, however we request you to please get in touch with our customer support team on our toll free number in order to book infants while booking International hotels.

Which identity proofs are accepted bY hotels?

For Indian Nationals: You can show Voters ID, Driving License or Passport. For Foreign Nationals: You can show your Passport.

How can I get more information about the hotel?

If you need additional information about any particular Hotel, you can drop us an Email on - or you can call on our toll free number -

What is the hotel’s phone no?

Hotel's phone number would be sent to you on completion of your booking.

I have booked with someone else’s Credit card; do I need to carry a copy of the credit card?

All you need to carry is the printout of the confirmation voucher which UTT has sent.

What if I want to request for Airport transfers or other complimentary items?

You can drop us an Email on - or you can call on our number - to place your request.

What if I want to change my meal plan?

You can drop us an Email on or you can call on our toll free number to place your request or you can also get in touch with the Hotel directly.

I want to book air conditioned room only, how will I come to know which room has air condition?

Room categories are always mentioned on website, In case if it’s not mentioned, it means Hotel has Air Conditioned rooms only. If you still want to re-confirm you can reach us on our number - or may get in touch with the Hotel directly.

Session Expired What’s this?

You get this message when you spend more than expected time on a particular page. To avoid this, we request you to not spend more time on one particular page and proceed with the booking process. If in case your session gets expired, you need to start from fresh.

I am getting cheaper rate on Hotels from somewhere else, can you match the same?

We have the best available deals in the market and hence there is very low possibility that there could be difference in fares. However if you find anything cheaper than our portal you may send it to us and we will look into the same. While doing this comparison you need to ensure that comparison is done for same date, same hotel, room type and it’s not booked/searched under any promotion.