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:

During the trip (urgent):

• Document the problem immediately (photos, videos, written notes)
• First, contact the local service provider directly (hotel, rental car company, excursion provider) and try to find a solution on-site
• Contact Tourlane if no solution is found
• Keep all receipts for additional costs or changes
• For non-urgent complaints that do not immediately affect your travel itinerary, please gather all information and contact us after your return

After the trip:

• Submit your complaint as soon as possible, ideally within 30 days
• Provide your booking number (T-20XXXX-XXXXX)
• Describe the problem in detail with date, time, location, and involved persons
• Include all collected evidence (photos, messages, receipts)

Important: We want to help you as best as possible - good documentation and timely reporting help us find a solution for you quickly. Direct contact with the local service provider can often lead to an immediate solution, but do not hesitate to contact us if you need further assistance.

You can find the customer service contact information at the top right of every page of the support center.