Frequently Asked Questions

Your destination’s a mystery - answers to your questions shouldn’t be.

Intro to Pack Up + Go

  • We're a travel agency that plans vacations around the U.S. The catch? Your destination is a surprise until the day you depart! We'll take care of booking your travel + accommodations, while keeping your destination a surprise.

    • Choose your trip type and complete the pre-trip survey to tell us your travel dates, budget, travel history, and hobbies + interests.

    • A week before you depart, we email you the weather forecast and packing suggestions.

    • A couple of days before your trip, you’ll receive a surprise trip envelope via snail mail that contains your destination information, travel logistics, hotel info, reservations, and personalized recommendations.

    • On the day of departure, you’ll open your envelope, reveal your destination, and start exploring!

  • This is the envelope you receive in the mail that will reveal your surprise destination and trip details! Your envelope will include your destination, accommodation + transportation information, customized recommendations, any reservations or tickets, neighborhoods to explore, and other destination details. Remember, don't open your envelope until the day you depart to keep your destination a surprise!

  • Great question! But if we told you, that would ruin all the fun. We’ve sent travelers to 300+ destinations around the US, ranging from mid-sized American cities to outdoor destinations (depending on your trip type!). We will not abandon you in the middle of nowhere - all of our destinations have more than enough going on to keep you busy for the length of your trip!

  • You may be interested in a You Pick Trip or Pack Up + Go Picks destination guides.

    You Pick Trips are the only trip type where you select your destination. Pick where you’re going and book your own transportation to get there; and we’ll take care of the rest, surprising you with an accommodation and great things to do!

    Our Pack Up + Go Picks destination guides are the perfect tool if you decide to plan your own trip. They provide recommendations for the best things to eat, see, drink, and do in the destination of your choice.

  • At Pack Up + Go, we know that every destination has a lot to offer. We celebrate open-mindedness, and encourage you to do the same. We're sure that with the help of our recommendations, you'll stumble upon some hidden treasures no matter where you go, and you might just fall in love with a place you knew nothing about. Still want to choose your destination? Then a You Pick Trip or Pack Up + Go Picks destination guide may be the right fit for you!

  • Unfortunately, no. Our departures and destinations are limited to the United States.

Booking + Accessibility

  • Our trips range from two (2) to ten (10) nights. On your pre-trip survey, you select the length of your getaway, and we'll take care of the rest!

  • The earlier you book your trip, the better. We require at least two weeks to plan our getaways. We love spontaneity, but we need enough time to plan your trip and mail your surprise trip envelope!

  • Yes! When you complete the pre-trip survey, you’ll be able to list cities you have been to, are planning to go to soon, have lived in, visit frequently, or do not feel safe traveling to so that our travel planning team can plan you a vacation to a new destination.

  • On your pre-trip survey, you'll have the chance to let us know any time restrictions you may have, both on the day of departure, and the day you return home!

  • If your trip departs in the winter, you can specify your preferred climate on the pre-trip survey. We cannot guarantee a weather request will be met, but our team will do their best to accommodate. Keep in mind that in the winter months, warmer destinations are in high demand - if you're looking for warmer weather, be sure to select a higher budget!

    Please keep in mind that even our warmest destinations still experience cooler temperatures in the winter months and winter weather can be unpredictable. We’ve seen winter storms in South Carolina and sixty-degree winter days in Pennsylvania! We’ll do our best to send you somewhere warmer than your hometown, but remember that we cannot control the weather!

  • For Plane Trips, yes! On your pre-trip survey, you’ll tell us the departure airport for each traveler, and we’ll coordinate your flight arrivals as close as possible.

    For our Road Trips + Outdoors Trips, all travelers must depart from one location.

  • Due to regulations set by our hotel + activity partners we are not able to guarantee that we can make your trip pet friendly. After booking your trip, reach out to our traveler support team to discuss your options!

  • You can add up to 12 travelers on the pre-trip survey.

  • If you're trying to place an order from a smartphone or tablet, we recommend switching to a desktop or laptop. We recommend using Chrome or Firefox browsers, rather than Safari.

    Still having trouble? Send our traveler support team team a screenshot of the issue you are experiencing at hello@packupgo.com, and we will investigate for you!

  • One week before you depart, we'll email you the weather forecast for your destination and we'll let you know if you should bring anything specific on your trip, like a bathing suit or hiking boots. We'll email you an updated weather forecast for your trip the day before you depart in case anything changes!

  • For Plane Trips, we'll email you important details about your flight one week before your trip including the date, time, airport, and terminal for your departure. We'll also recommend you arrive at the airport 2 hours before your departure time.

    For our Road Trips and Outdoor Road Trips, you're driving yourself so the departure time is more flexible, but in our opinion, the earlier you leave your house the better! One week before your trip, we'll email you with our recommended departure time based on any pre-planned activities, stops we'll suggest along the way, and possible traffic.

  • You'll receive an email around midnight on the morning of departure with all of the information you need to check in for your flight. If you don't see it come through, check your spam! You will be able to download your boarding pass on your phone or at the airport. You will be responsible for checking yourself in for your flights, and we will provide all the information you need.

  • Your envelope will arrive by mail a few days before you depart. If the envelope has not arrived a day or two before your trip, reach out to our traveler support team and we will check the status and make sure you get the information you need!

  • For travelers departing from the same airport or city, we will mail one envelope for all of you. You will tell us where to send this envelope on your pre-trip survey.

    If travelers are departing from different airports, we will send one envelope to each airport group. At the end of the pre-trip survey, you will add the addresses for each envelope.

  • It depends on your trip type. For Road Trips and Outdoor Trips you'll have your own car! For Plane Trips, we'll send you to a destination where you'll stay in the heart of things so it's easy to get around by foot, public transit, and ride share apps. For Outdoor Plane Trips we'll rent you a car once you land!

  • Yes! We can definitely accommodate a wheelchair-accessible trip. Just let us know about any mobility restrictions in the pre-trip survey. If required, we'll arrange an ADA-compliant hotel room, wheelchair transfer at the airport, and ensure all recommended activities and restaurants are wheelchair accessible. Feel free to add any other details in the 'Is there anything else we need to know' section!

  • Absolutely! We are committed to ensuring that travel is accessible to all. Please inform us of any specific accommodations or activities to avoid on your trip when you complete the pre-trip survey.

Budget + Payment

  • At the end of your pre-trip survey, you will pay for the entirety of your trip. You can pay by credit card, Apple Pay, and Google Pay.

    Need to pay over time? We partner with Affirm to offer payment plans for our trips. Once you've selected your budget, you'll go to Affirm's website to apply for your loan. Affirm will then give you a 16-digit card number, which you will use as a "virtual card" to pay for your Pack Up + Go trip. You'll make monthly payments directly to Affirm, with 0% APR or 10-36% APR.

  • Your minimum budget option is calculated based on departure airport, number of nights, and number of hotel rooms. Check out our budget calculator here!

    Plane Trips and Outdoor Plane Trips start at $900/person for multiple travelers ($1,350 for solo travelers).


    Road Trips, Outdoor Road Trips, and You Pick Trips start at $500/hotel room per night.

    Your trip budget is guaranteed to include your flights (Plane Trips), parking (Road Trips), accommodations, dinner reservations, at least one pre-paid activity, personalized recommendations, and our 24/7 in-house traveler support! If there is money left in your budget, we use those funds for trip “add-ons,” such as restaurant or rideshare gift cards, tickets to attractions, and more. We recommend choosing a budget you’re comfortable with knowing that meals + most activities during your trip will be an out-of-pocket cost.

  • Your budget includes plane tickets (for Plane Trips), accommodations, and at least one additional inclusion like restaurant or rideshare gift cards, activities, tours, or experiences (the number of pre-paid inclusions varies by trip due to fluctuating travel prices). We also offer tailored recommendations and 24/7 traveler support for every getaway! Pack Up + Go Trips are not all-inclusive and will require additional spend in your destination for food + activities.

    We cannot guarantee these extras since travel prices fluctuate pretty drastically depending on travel dates, departure locations, etc.

  • No, we do not include airport transfers or gas cards.

  • Plane Trips and Outdoor Plane Trips start at $900/person for multiple travelers ($1,350 for solo travelers).

    Road Trips, Outdoor Road Trips, and You Pick Trips start at $500/hotel room per night.

    Some factors that may increase your starting budget include the number of nights selected, number of travelers, departure airport number of rooms, and specific dates selected.

    You can calculate the minimum budget for your trip here!

  • A large portion of your budget goes toward your accommodations. A hotel room costs the same whether one or two people are staying in it, so the price per traveler is lower if you have a travel companion. Solo travelers, we love you, but you're just a little more expensive!

  • No. Our website can process only one method of payment per trip.

  • To maintain the element of surprise, we do not accept frequent flyer numbers, flight credits or hotel reward points. Most airlines and hotels allow you to add your loyalty number after your trip, so you can still get points from your trip with us after your surprise has been revealed.

  • We offer a 5% discount on all trip types for nurses, first responders, active military, veterans, and teachers. Send us an email (hello@packupgo.com) with relevant documentation, and our team will issue you a promo code.

    We occasionally offer sales on our trips as well! Subscribe to our newsletter and follow us on social media for updates and sale announcements.

Accommodations + Airlines

  • For Plane Trips, Road Trips, and You Pick Trips, accommodations range from 3 to 5-star hotels or bed and breakfasts.

    For Outdoor Plane and Outdoor Road Trips, options include cabins, yurts, tents, inns, lodges, and boutique hotels.

    Please specify any preferences in your pre-trip survey!

    All of our accommodations are smoke-free. We do not book Airbnbs, VRBOs, or short-term rentals.

  • There is a maximum of 4 adults (those over the age of 18) per room. If your Trip has 5+ travelers, the pre-trip survey will require you to select 2+ rooms. If you are traveling with children (those below the age of 18), you can have up to two adults and four children in one hotel room.

  • We aim for comfortable, efficient, and cost-effective flights to your destination. Flight prices fluctuate depending on dates, departure location, and other factors, and direct flights are not always an option. If you have any travel arrangement preferences, note them in your pre-trip survey, and we'll do our best to accommodate.

  • We primarily book with Delta, American, and United, however, depending upon your destination, departure airport, and other factors, we may book with Southwest, JetBlue, Allegiant, Frontier, Alaska, SunCountry, or other similar airlines. Pack Up + Go does not book with Spirit Airlines.

  • All Pack Up + Go Plane Trips include one personal item (purse, laptop bag, backpack) that will fit under the seat in front of you, as well as one carry-on suitcase that will fit in the overhead compartment for each traveler. The standard size for a carry-on suitcase is 22 inches x 14 inches x 9 inches including handles and wheels.

    If you'd like to add a checked bag to your trip, you can pay to do so at the airport on the day of departure!

After Your Trip

  • Yes! When a friend you’ve referred books a trip with us and mentions your name at checkout, you’ll automatically be enrolled in our Cloud 9 Club referral program and earn points for the referral. You can redeem points for discounts on trips, so keep those referrals coming!

  • You'll receive an email after you get back home from your trip with a link to a survey to tell us about your experience! We take the time to read each response, and value any feedback that you may have!

  • You'll receive an email after you get back home from your trip with a link to leave us a review through TrustPilot! We take the time to read each response, and value any feedback that you may have!

  • Yes! After getting back home from your trip you'll receive an email with a Link to join our Facebook group, Packed Up + Went, for previous travelers! Here you can discuss your experiences, get tips + tricks, and even find new travel buddies!

Trip Types + Products

  • Plane Trips are our most popular trip type. On a Plane Trip you will fly to your surprise destination-a city that is easy to get around in and has lots to see and do.

  • On a Pack Up + Go Road Trip, you will drive to your surprise destination-anywhere from a small, hidden gem, to a larger city, depending on your preferences and location. We'll provide a pit stop along the way for you to stretch your legs and expand your exploration.

  • You Pick Trips are the only trip type where you pick your destination! You'll pick where you’re going and book your own transportation to get there; we’ll take care of the rest!

  • Similar to our regular Road Trips, for an Outdoors Road Trip, you will drive to your surprise destination and we'll recommend a fun pit stop along the way. The major difference? Your surprise destination and accommodation will have an outdoors focus.

  • Similar to our regular Plane Trips, for an Outdoors Plane Trip, you will fly to your surprise destination. The major differences? Your surprise destination and accommodation will have an outdoors focus and will be a little off-the-beaten path. We'll rent a car to help get you there when you land!

  • Pack Up + Go Picks destination guides are perfect if you are planning your own getaway. When you purchase Pack Up + Go Picks, we’ll send you a list of recommendations for the best places to stay, things to do, and things to eat in the destination of your choice. There will be enough recommendations for at least two full days of exploring.

    This list will be shared with you digitally. Our suggestions will be arranged by category and each recommendation will include business hours and a link to business websites so you can pick and choose what sounds best to you!

    It does not include hotel or airline reservations, tickets, or any other prepaid activities.

  • Things come up, and plans change. Peace of Mind Refund Assurance allows you to change your trip dates or cancel your trip for any reason, up until the day of your departure. Peace of Mind Refund Assurance is an optional add-on available at check-out for all trip types that costs 10% of your total Trip budget. Select Peace of Mind when booking your trip to opt-in!

  • Already have travel plans? Get one of our Pack Up + Go Picks destination guides with 40+ of our top picks for the best things to do on your trip! This guide will be delivered directly to your inbox upon purchase!

  • Yes! Our gift cards start at $100, and you can have it emailed to yourself or directly to the gift recipient. Pack Up + Go Gift Cards never expire. To help you deliver your gift, we have a collection of free, printable PDF cards that you can download here.

Traveler Support + Trip Changes

  • When you're on your trip, you have access to our 24/7 traveler support team for anything that may come up. It's like having a concierge in your pocket! Missed the tour because you were too busy having fun? Need to move a reservation? Call, text, or email us and we'll help you out no matter what you need!

    If you are thinking of booking a trip and have any questions, call us any time at (412) 448-2700, or email us at hello@packupgo.com.

  • Our traveler support team is available 24/7 by phone or email in case you need anything while you're on your trip. From general questions, to flight disruptions, to activity changes, and beyond, we're here to make sure your trip goes as smoothly as possible!

  • Give us a call (412-448-2700) or send us an email (hello@packupgo.com)! A team member is always available to help.

  • Contact us if you need to cancel your trip. Refunds depend on whether you've purchased Peace of Mind Refund Assurance. With it, you get a full refund if your trip is over 4 weeks away, 80% refund if between 4 weeks and 72 hours, or 75% if less than 72 hours. Without it, refunds aren't guaranteed.

  • If you need to postpone, contact us, and we’ll assist you. If you purchased Peace of Mind Refund Assurance you can reschedule your trip to a specific date or place it on hold. Peace of Mind also covers up to 2x your coverage value for any price increases. If you didn’t purchase Peace of Mind, a $100 change fee will apply, along with any price increases incurred to make the changes.

  • We offer Peace of Mind Refund Assurance, which is not traditional travel insurance but provides valuable coverage for trip changes or cancellations. With Peace of Mind, you’re covered for up to 2x the amount you spent on it for changes you’d like to make to your trip. It also waives our $100 change fee and guarantees refunds if you need to cancel for any reason. Peace of Mind does NOT cover medical emergencies or other incidents covered by traditional travel insurance. If you’d feel more secure with insurance from an insurance company, we encourage you to purchase it for extra peace of mind.

Families, Groups, + Special Occasions

  • Yes, we love to plan trips for families! Let us know your children's schedules and interests in the pre-trip survey for tailored recommendations. We can arrange cribs or Pack 'N Plays for little ones if necessary. Children under 2 fly free as lap children; include their name and birthdate in your survey for airline requirements. Children over 2 need a ticket and should be included as travelers.

  • We can plan Trips for up to 12 people.

  • Absolutely! We specialize in bringing friends together on Plane Trips. Simply indicate on the pre-trip survey which travelers are departing from which airports. We'll coordinate your arrivals to align as closely as possible and ensure each airport group receives its own surprise envelope.

  • Our youngest travelers have been a few months old, and our oldest travelers have been in their 80s! We plan trips for people of all ages and our trip planners specialize in tailoring Pack Up + Go getaways to each group’s interests and adventure level!

  • Unfortunately, our trips are limited to US citizens and permanent residents only at this time!

  • Absolutely! Pack Up + Go trips are perfect for celebrating life's milestones. Simply let us know what you're celebrating on your pre-trip survey, and we'll customize your trip to make it extra special. Whether it's a honeymoon, birthday, anniversary, babymoon, engagement, graduation, girls/guys trip, retirement, or a kid-free getaway, we're here to make your celebration unforgettable!

  • We love love! We would be delighted to plan your surprise honeymoon or mini-moon (just remember that we don't plan all-inclusive or resort getaways)! Let us know on your pre-trip survey that you're celebrating your new union, and we'll do our best to make the trip extra special!

  • Unfortunately, no. While this sounds like such a fun idea, due to time restrictions and other legal hurdles for marriage licenses, we aren't able to plan elopement trips. Most states require a 3-day licensing process, and you must be in the state to begin this process. Additionally, we know that this is an important event and with all the logistics that go into a wedding, making all of the details just right feels out of our league. We would love to plan a surprise honeymoon after your wedding or elopement, so please keep us in mind!

  • Of course! Just remember that flights and hotels can be more expensive, so trips over holiday weekends have a $50 surcharge. We'll do our best to call out holiday-specific events happening in your destination so that you can join in on the fun!