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Emergency assistance and contact
Emergency contacts, support with travel problems, etc.
- How do I file a complaint during my trip?
If you encounter issues with services during your trip (accommodation, rental car, excursions, or other activities), please proceed as follows:…
- How do I find local emergency numbers (police, ambulance, etc.)?
The most important emergency numbers for your travel destination, including all relevant numbers for police, ambulance, and fire department, can be…
- Who do I contact if there is a problem with my hotel or flight?
To process your request quickly and efficiently, please gather the following information. The most important information: * Your booking number *…
- Is there a 24/7 hotline for urgent travel issues?
Yes, there is a 24/7 hotline for emergencies during your trip. You can find the number in the app or via your digital travel link. This number will…
- What should I do if I have a problem with a service at my destination?
If you encounter issues with a service during your trip, please follow these steps: During the trip: * Document the issue immediately: * Date, time,…
- How can I file a complaint about my last trip?
To process your complaint in the best possible way, please note the following: Please submit your complaint as soon as possible, ideally within 30…
- When can I reach customer service?
You can reach our customer service Monday to Friday from 8:00 AM to 8:00 PM. You can find the contact information for customer service in the top…
- What should I do in case of an emergency during my trip?
If problems occur during your trip that deviate from the agreed travel itinerary, you have the right to demand a solution. In this case, please…
- Can I cancel the travel contract during the trip?
Yes, if a problem related to the trip is significant, you can terminate the contract. However, you must first give Tourlane a reasonable period of…
- What should I do if I discover an error in my travel documents or vouchers?
If you discover an error in your travel documents, vouchers, or the information in your travel link (e.g., incorrect date, wrong time, or incorrect…
- What can I do to contact customer service in case of emergency?
In case of emergency during your trip, you can use our emergency phone number, which is available in the Tourlane App or under your digital travel…
- I am not satisfied with my hotel. Do I need to report the issue while I'm still there?
Yes, it's important to report any defects or problems with your accommodation immediately. Please note that your right to file a complaint may expire…
- I discovered an error in my passenger data, what should I do?
Errors in passenger data need to be corrected promptly, as this information is used for issuing tickets and travel documents. How to correct errors:…
- What happens if I arrive late at my accommodation?
If you arrive late at your accommodation, arrangements can usually be made to ensure a smooth check-in. However, it is important to inform the…
- Am I entitled to a refund if a natural disaster affects my itinerary?
Tourlane will proactively contact customers whose itineraries are affected by wildfires to discuss possible solutions. We will help you navigate the…