Welcome to our Customer Support Portal!

How can we help you?

Explore FAQs by categories

How do I correctly interpret the time information on my flight ticket?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?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?How can I change my room type?What should I do if I have a new passport?Can I change my travel dates?Show more

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

When are my travel documents available in the app?Where can I download my itinerary?When will I receive my travel documents?Where can I find my travel documents?Where can I find contact information for my local guide or representative?Show more

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

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 attractions are there at my destination?What happens in unavoidable, extraordinary circumstances?Show more

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

Who is Tourlane and what does the company offer?Will I get a refund if I canceled my booking myself?What is the difference between brokered travel services and package tours?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?When can I reach customer service?How do I find local emergency numbers (police, ambulance, etc.)?Is there a 24/7 hotline for urgent travel issues?Who do I contact if there is a problem with my hotel or flight?Show more

What does CDW mean for my rental car?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 insurance is included with 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.

Use our 24/7 chat for assistance and respond at your convenience – we are here for you!

Scan and download for free:

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

Personalize your support

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

How can we help?

Describe your request and our Tourlane team will reach out to you shortly.

Your booking number is found in your confirmation email (e.g., T-202603-12345).

Your data will be used to process your request and to assist you through our customer service team. Your information will be treated confidentially and will not be shared with third parties without your consent. For more information, please see our Privacy policy.

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

How can we help?