FAQ - Frequently asked questions

1. travel booking

1.1 How can I change or cancel my trip?

For changes of any kind, please contact our service team by e-mail service@meinpep.de with your reservation number, name and change requests. We will process your request as soon as possible. This also applies to partial cancellations. Please send us a message by e-mail to the address already mentioned above. You can find more information about rebooking or cancellation in our terms and conditions.

1.2 Who can book?
All persons from the tourism sector over the age of 18 are allowed to book. A travel booking as well as the conclusion of a travel contract by minors is not permitted.

1.3 When and how will I receive my documents?
Your travel documents with the required reservation numbers are usually sent as a PDF document to the e-mail address stored at meinpep after receipt of the full payment. In special cases we also send them by mail. For a hotel booking you will receive a hotel voucher and for a flight booking an eTicket. If you have not received the travel documents at least 7 days before departure, please contact the service center immediately. The travel documents are usually sent by email 14 days before departure.

1.4 How do I pay for my booked trip?
You book your desired trip. Afterwards you will receive a travel confirmation and invoice by email. With the booking of the trip a deposit of 25% of the trip price is due (detailed information about the payment as well as the individual exceptions can be found in our general terms and conditions under the point payment). The remaining payment is due 21 days before the start of the trip at the latest. After receipt of payment, the travel documents are usually sent electronically.

1.5 What payment options do we offer?
With us you have the possibility to pay with the credit cards Visa and Mastercard or by direct debit (only for customers with a German bank account). The payment options are displayed in the booking process.

1.6 Where can I see the terms and conditions and the payment conditions of Ebel Touristik?
You can find the GTC on the homepage at the bottom of the footer of the website. The terms of payment are part of the GTC.

1.7 I do not know if my booking has been made.
Please contact service@meinpep.de .

1.8 Where can I find the baggage regulations of the respective airlines?
One piece of checked baggage is included per flight booking and passenger. You can find detailed information on the travel, baggage, and carriage conditions can be found on the website of the respective airline or send an e-mail with your request to our service team.

For flights booked directly with Condor, 25 kg applies in Economy Class. Flights not booked directly with Condor include a 20 kg baggage allowance. More detailed information can be found in the booking confirmation or can be obtained from our Service Center service@meinpep.de.
Business Class flights can be requested at service@meinpep.de.

1.9 Do I receive information about flight time changes?
The service team automatically informs you about the current status and short-term changes of your selected flight, e.g. actual departure and arrival times. Nevertheless, please always check the flight time before departure. Please contact the airline directly to find out if there are any changes.

1.10 Where can I find a detailed hotel description?
On our website you will find the basic information about the hotels that is necessary for your booking. All other details about the desired accommodation can be found on the hotel's own homepage.

1.11 Is it possible to request other room categories that are not shown in a request?
With pleasure.

1.12 Can I book another room for family / friends?
One room can be booked per reservation. In exceptional cases, more than one room can be booked. If this is the case, you will find the information in the respective hotel description or contact our service team at service@meinpep.de.

1.13 Does my booking with meinpep represent a monetary benefit?
No, your booking does not represent a monetary benefit.
In light of the current ruling of the Federal Fiscal Court (Bundesfinanzhof, BFH) on the subject of professional group discounts, we would like to point out that PEP travel is not taxable as a non-cash benefit based on the current ruling.

1.14 For how many persons may I book PEP flights/ deals only for tourism employees?
Each PEP traveler may take a maximum of one accompanying person at the PEP fare per flight. The PEP traveler and their companion must travel together. There is no discount for children and infants on PEP fares. They are treated as an accompanying person. Each additional person must be created in a separate booking. This also applies to additional children. Exception Condor: here up to two children under 12 years of age can also be booked at the PEP fare. Please contact the meinpep service team at service@meinpep.de.

1.15 Are bookings on request binding?
Yes, bookings on request are binding. The hotel usually sends us a response within 3 working days (in exceptional cases it may take longer), whether your request booking can be confirmed or not. As soon as we receive a confirmation or cancellation we will inform you by email. Please note that your booking request is binding from the moment you book through our website and can therefore no longer be canceled free of charge.

1.16 Where can I find special cancellation conditions and what about the hotels that are not listed?
There is the possibility of free rebooking or cancellation up to 14 days before departure for selected hotels.
Hotels that are not listed are excluded and our terms and conditions apply.
You can find more information here: Carefree Booking | meinpep.de

1.17 TUI Cars & Vers 4U - Changes and Cancellations
Changes and cancellations of your TUI Cars or Vers 4U booking will be made directly by TUI Cars or Vers 4U, please contact:

TUI Cars
Phone: +49 (0) 511 - 567 8918
E-mail: from Germany: service@tuicars.com / from Switzerland: cars@tui.ch

Vers 4U
E-Mail: reiseversicherungen@tui.de
2. country/travel information

2.1 Where can I get information about prophylaxis and vaccination regulations?
Prophylaxis (prevention) depends on the destination and length of stay, travel style, season and individual needs. You can read the prophylaxis information and the current vaccination regulations for your travel destination at www.auswaertiges-amt.de.

2.2 Is there any information about the entry regulations of the individual countries?
For German citizens, different entry and visa regulations apply depending on the destination. The current entry and visa regulations for your destination can be found under country information.
3 General Information

3.1 How do I reach the service team?

E-mail: service@meinpep.de
Service Hotline: +49 6146 605 305; Mon. - Fri. from 10-14 o'clock

3.2 Complaint: You had a good or bad experience with your trip? You have booked a trip and now something is not going as you wished?
We take the promise of service very seriously. Nevertheless, problems can occur during your vacation. If you have a complaint about your trip, the meinpep customer service team will be happy to take care of your concerns. You can reach the service team at the e-mail address service@meinpep.de. If you have any other questions or comments, please do not hesitate to contact us.

3.3 What is a PEP offer?
A PEP is a product experience program from the tourism industry and is designed to allow tourism professionals to experience a wide variety of worldwide travel destinations and their infrastructure.
With the PEP booking, the tourism employee has the opportunity to privately make a trip to a specific destination and to book additional tourism service providers at a favorable price. These are offers from service providers such as hotels, airlines, rental car companies and tour operators.

3.3 Why are the prices at meinpep so low?
PEP offers are strongly below the normal rates of the touristic service providers in order to offer employees the possibility to train privately and to travel to the destinations they offer or sell on a daily basis at a very reasonable price. Only employees from the tourism industry can book these low-cost PEP offers. These include travel agents, tour operators, airlines, car rental companies, incentive and event agencies.

3.4 You have further questions?
Then please contact us at service@meinpep.de.
We will be happy to help you with your questions.