Welcome to our Customer Support Portal!

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Explore FAQs by categories

Where can I find information about my flights booked through Tourlane?How much luggage can I take on my flight?How do I get a flight offer if I want to book flights with Tourlane?How do I choose my seat for the flight?What happens if my flight arrives late and I miss my transfer?Show more

How can I cancel activities?Who do I contact if my contact details have changed?What should I do if I have a new passport?Can I change my travel dates?What happens if I don't use individual travel services?Show more

How can I view or download my invoice?How can I pay my bill?Your invoice explained: How to find all important information Why can the bill for the land program be paid in installments, while the flights must be paid in full?What happens if I don't pay on time?Show more

Where can I download my itinerary?When are the travel documents available in the app?Where can I find contact information for my local guide or representative?Do I need a visa and where can I apply for it?Where can I find my travel documents?Show more

What is TourlaneCare & TourlaneCare Flex?Does my booking include travel insurance?What are the conditions for using Tourlane Care?What happens if I need to cancel for medical reasons?

Where can I exchange currency at my travel destination?What tipping etiquette applies at my travel destination?Where and when will I be picked up for my activities?What special regulations apply in connection with pandemics?Which driver's license documents do I need for my trip?Show more

How can I download the app and log into my account?What features does the Tourlane app offer?Where can I find my Tourlane App travel code?How do I get live support through the app?Can I also access my booking details offline in the app?Show more

Who is Tourlane and what does the company offer?What is the difference between brokered travel services and package tours?Will I get a refund if I canceled my booking myself?Is the booking binding immediately?What Tourlane is liable for and how liability is limited Show more

How do I file a complaint during my trip?How do I find local emergency numbers (police, ambulance, etc.)?Who do I contact if there is a problem with my hotel or flight?When can I reach customer service?What should I do if I have a problem with a service at my destination?Show more

How do I find information about my airport transfer?Which credit card do I need to pick up my rental car?Where can I find information about my rental car?What does CDW mean for my rental car?Where exactly do I pick up my rental car?Show more

Also available in the app

Easily ask questions about your trip (e.g., booking documents, pickups, etc.) in the Tourlane app.

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All booking documents, departure times, and your digital itinerary for all fellow travelers

Go to your trip details

Receive support for your trip, your account, and more.

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Welcome to our Customer Support Portal!

How can we help you?

Explore FAQs by categories

Flight information and support

Changes and adjustments

Payments and invoices

Travel documents and entry requirements

Travel insurance and insurance cover

Trip preparation and destination

Tourlane app and features

General Information about Tourlane

Emergency assistance and contact

Rental cars and transfers

Also available in the app

Go to your trip details

Need additional help?