Help Center

Guides that solve travel problems faster

Practical, checklist-style articles written by the people who handle these cases daily.

6 guides

Refunds4 min read

How to prepare a refund request that gets resolved fast

The five details that decide whether a refund is processed on the first pass, and how to present them.

Start with the booking reference and the exact passenger name as it appears on the itinerary. Anything else is secondary.
Attach the original booking confirmation email as a PDF or screenshot, plus the card statement line showing the charge.
State the reason in one sentence: airline cancellation, significant schedule change, duplicate charge, or a 24-hour cancellation.
Give the amount you expect back and the payment method used. If it was a travel credit, say so explicitly.
Submit once and track it. Duplicate submissions push your case to the back of the queue rather than the front.

Baggage5 min read

What to do at the airport, in the first day, and when to escalate a missing bag.

Before leaving the airport, file a property irregularity report and photograph the reference number.
Photograph your bag tag stub and any receipts for essentials you need to buy while waiting.
Within 24 hours, submit a baggage request here with the file reference and delivery address.
Keep every receipt. Interim expense reimbursement almost always requires itemised proof.
If the bag is still missing after five days it is generally treated as lost, which changes the claim route entirely.

Schedule changes3 min read

Accept, rebook or refund — how to decide and what to ask for.

Compare the new departure with the original. Longer shifts usually unlock more flexible options.
Decide what matters most: arriving on the same day, keeping the same airport, or getting your money back.
Ask for the specific alternative flight number you want rather than asking for 'anything else'.
If the change breaks a connection or a non-refundable hotel booking, say so — it strengthens the case.

Check-in & boarding3 min read

Fix the most common online check-in blocks before you get to the airport.

Confirm check-in is open: 24 hours before departure until 45 minutes before.
Match the name on the booking to the travel document character for character, including middle names.
Clear outstanding bag or seat fees — an unpaid balance blocks the boarding pass.
Try a private browser window. Cached sessions cause a surprising share of failures.
Still blocked? Send us the error screenshot and arrive at the airport with extra time.

Something else3 min read

Legitimate support never asks for these things. Learn the red flags.

No legitimate support agent needs your full card number, CVV, password or a one-time code.
Be wary of anyone demanding payment by gift card, crypto or instant bank transfer.
Check the domain of any link before you click. Lookalike domains are the most common vector.
We will only ever contact you from our published support address, referencing your case number.

Something else2 min read

Triage, assignment, updates and resolution — the full lifecycle of a case.

Your request is assigned a case reference the moment it is accepted, and enters the New queue.
A specialist triages by category and urgency, then moves it to In Progress.
If we need something from you, the case moves to Awaiting Customer and we email you the specifics.
Once the outcome is confirmed the case is marked Resolved, then Closed after a short follow-up window.

Submit the details and we'll take it from there.