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, and location
• Names of the involved persons
• Detailed description of the issue
• Photos or videos as evidence

• Look for a solution on-site:
• Speak directly with the service provider
• Many issues can be quickly resolved on-site

• Contact Tourlane:
• If no solution is possible on-site
• If you are dissatisfied with the offered solution
• Provide us with your booking number (T-20XXXX-XXXXX)
• For non-urgent matters:
• Gather all documents and information
• Contact us after your return with all necessary details

Keep all receipts:

• Receipts for additional expenses
• Written communication with the provider
• Confirmations of changes

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 in the support center.