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We acknowledge every message within 24 hours, every day of the week.
We invite you to review our Privacy Policy and our Terms and Conditions. The latter formally apply once you confirm a booking or service with us.
For same-day disruptions (a flight, cruise, hotel, transfer, or rental car that's canceled, delayed, or unavailable, denied boarding, or any other issue with a provider), contact that provider directly first: the airline, cruise line, hotel, tour operator, or rental company. They control the real-time solution, 24/7.
If the provider caused the issue, let us know and we'll handle the compensation with the provider on your behalf. If the situation wasn't caused by the provider (for example, you arrived late, missed your flight or booking, or changed your mind), our Refund and Cancellation Policy does not provide for a refund in those cases.
Our policy asks that you contact us before any bank chargeback: most cases get resolved faster by writing to us directly than by starting a dispute with your bank. This does not remove your right to dispute the charge with your bank if you feel it's necessary.
Our internal resolution time for refund or dispute requests is 72 business hours (Monday through Friday, excluding holidays). Cases that require gathering evidence or negotiating directly with the provider can take longer. We'll keep you updated on progress along the way, and how long the money actually takes to reach your account also depends on the provider or your bank.