How can I file a complaint about my last trip?

To process your complaint in the best possible way, please note the following instructions:

Submit your complaint as soon as possible, ideally within 30 days after the end of the trip

• Provide your booking number (T-20XXXX-XXXXX)
• Mention the name of the affected service (hotel, rental car, excursion, etc.) if the complaint relates to a specific service
• For complaints about multiple parts of the trip or the entire trip, please list all points of complaint in detail
• Describe the problem in detail, including date, time, location, and involved persons
• Describe any costs or expenses incurred, if applicable
• Indicate whether you have already contacted someone about this problem and which employees you have spoken to

Attach supporting documents:

• Photos of the accommodation/problem
• Receipts for additional costs
• Receipts for additional expenses
• Written communication with service providers
• Bank statements or receipts

Please note: The earlier you contact us and the better your documentation is, the greater the chances of a successful resolution. Complaints received later than 30 days after the end of the trip may not be fully processed.

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