Customer Support
We're here to help you travel with confidence — before, during and after every tour.
How we can help
From picking your first destination to handling the unexpected mid-trip, our team has your back across every step of the Travel Tour experience.
Booking assistance
Need help picking the right tour or confirming availability? Our travel specialists guide you from first question to confirmed itinerary.
Itinerary changes
Dates shifting or plans evolving? We'll work with our local partners to rebook, reschedule or tailor your trip around new requirements.
Payment & refunds
Questions about a charge, an invoice or a cancellation refund? We process eligible refunds within 7 working days of approval.
Travel documents
Visa letters, vouchers, insurance paperwork and final itineraries — we'll make sure everything you need is in your inbox before departure.
On-trip emergencies
Already on tour? Our 24/7 duty line connects you with a real person who can reach your local guide and accommodation partners fast.
Feedback & reviews
Tell us how your tour went. Every review shapes how we design future experiences with our small-group operators and boutique stays.
Support hours
- Booking & pre-trip: Monday–Saturday, 9:00 AM – 8:00 PM (local time)
- On-trip emergencies: 24 hours a day, every day of the year
- Partner & group enquiries: Monday–Friday, 10:00 AM – 6:00 PM
Response times
- New bookings: confirmed within 24 hours
- General enquiries: reply within 12 hours
- Urgent on-trip issues: answered within minutes on our emergency line
Before you reach out
Most travellers find their answer in our FAQs — from cancellation policy and group discounts to customising a tour. It's the fastest way to get started.
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