How fast do you reply?

During working hours we usually reply within minutes. We aim to resolve every request in under 48 hours.

We would rather not commit to a time we might not keep. Every request is different: some are solved in one message, others wait on an answer from a partner. When things get busy we may need a little longer.

Who is served first

Priority goes to requests from travellers who are:

• already on their trip, or
• departing soon

Those requests are answered faster than the rest, whenever they were sent.

The fastest way to reach us is live chat inside your booking. See what to do if a problem comes up on your trip.

How to get an answer faster

• Start from live chat inside your booking, so the request arrives with your booking reference and details attached
• Say in one message what you need and what has already happened
• Attach any documents that are needed

Important

• The times above are realistic targets, not a commitment.
• During working hours a reply usually arrives within minutes.
• Resolution target: under 48 hours, for the parts that are up to us.
• Travellers on a trip or about to depart are always served first.