Issues & Claims

Booking Cancellations: Process and Cost Minimization

When Can a Trip Be Canceled? Yes, if unforeseen circumstances arise, trips can be canceled or rescheduled. To minimize costs associated with cancellation, we recommend contacting your account manager or support team as soon as possible. How to Cancel a Paid Booking For flight bookings or other paid reservations, please send your cancellation request to us via chat or email your account manager directly. Our team will be happy to assist you with the cancellation process. Tour Cancellation: Step-by-Step Process When a traveler decides to cancel their tour, follow these steps: Step 1: Submit the Cancellation Request As soon as the traveler notifies you about their decision to cancel the trip, the corporate client must submit a cancellation request through their personal account. If technical reasons prevent you from submitting the request through the personal account, send a written cancellation request to: book@travel-code.com Step 2: Automatic Cancellation When the cancellation request is submitted through the personal account, the booking is automatically canceled with a 100% retention of actual incurred costs. Step 3: Request Cost Minimization (Optional) To request a review and possible reduction of the retained amount, send a minimization request to book@travel-code.com with the following documents attached: - A formal request for cost minimization on the company's official letterhead - A scanned copy of the traveler's written cancellation request stating the reason for the cancellation - In case of cancellation due to illness of one of the travelers – official medical certificates in English to support the request for reduced cancellation costs from our partners Step 4: Processing Time The processing time for a cost minimization request is up to 10 business days. Step 5: Submit Refund Request After receiving an official response from the Payments Department and if a refund is approved, the corporate client must send a refund request to: book@travel-code.com (Please use the official refund request form.) Step 6: Request Confirmation of Costs An official confirmation of the amount of actual incurred costs withheld by the tour operator can be provided upon request. The request must be submitted by the corporate client to: book@travel-code.com

Managing Booking Time Limits and Confirmations

Understanding Booking Time Limits Booking time limits are critical deadlines for completing payment and securing your travel arrangements. Missing these deadlines can result in additional costs or loss of the original pricing. What Happens When a Ticket Isn't Issued Within the Time Limit If the time limit has expired and the ticket was not issued, restoring the booking at the original price is not guaranteed. The cost of the flight may be recalculated based on the current fare set by the airline. This means you may face higher prices if airline fares have increased since the original booking. Managing Hotel Confirmations Near Time Limit Expiration When a hotel is not yet confirmed and the booking time limit is about to expire, we offer several options to protect your travel plans: Option 1: Split the Booking Upon your approval, we can split the booking into hotel services, airline tickets, and ground services. We will then enable payment for the flight portion of the booking. Once payment is made, the ticket will be issued, and we will continue to wait for hotel confirmation. What happens next: - In case of hotel denial, we will offer a similar option at the current rate - If you do not accept any alternative hotel options, the issued tickets remain valid - If the booking with issued tickets is canceled, actual incurred costs will apply according to the airline's rules Option 2: Rebook at New Price If the time limit expires, we will rebook the tickets at the new price (which may remain the same or change) and continue waiting for the hotel's response. This approach keeps all components together but may result in price adjustments based on current availability. Best Practices To avoid complications with time limits: - Monitor confirmation deadlines closely - Respond promptly to requests for payment or approval - Contact your account manager immediately if you anticipate any delays - Consider splitting bookings when hotel confirmations are uncertain and flight prices are favorable

Filing Claims for Service Quality Issues

When to Submit a Claim You can submit an official claim regarding the quality of a completed tour product under your booking if you experienced service issues during your trip. Claims should address problems with hotels, tours, ground services, or other travel components that did not meet expected standards. How to Submit a Claim Claims can be submitted through one of the following two methods: Method 1: By Mail or Courier Send your claim to: 7901 4th St N STE 300 St. Petersburg, FL, USA 33702 Method 2: By Email Send your claim to: book@travel-code.com Required Documentation When submitting a claim, the following documents must be attached: - Traveler's signed claim: An official written and personally signed claim from the traveler, indicating their full name, booking number, and date of submission - Company cover letter: A cover letter from your company outlining the nature of the claim, including the date, traveler's full name, and booking number. This letter must be signed by an authorized representative of your company and stamped - Supporting evidence: Documents proving the facts stated in the claim (e.g. photos, videos, receipts for additional expenses, etc.) - Confirmation sheet: Copy of the booking confirmation - Proof of payment: Documentation showing payment was completed - Contact details: Full name, phone number, and email of the responsible manager for follow-up communication Important: Claims will not be accepted if the full set of documents and a signed claim from the traveler are not provided. Critical Deadlines Immediate Submission Required Claims must be submitted to the Tour Operator immediately on the same day the traveler submits their complaint. Delays in submission may affect the claim's validity or the ability to gather evidence. Review Timeline Claims are reviewed within 14 days from the date of receipt. Resolution Process If a decision is made to provide compensation and the traveler accepts the proposed resolution, your company must submit a written, signed pre-litigation settlement agreement from the traveler. This agreement formalizes the acceptance of the compensation and closes the claim.

Flight Delays and Cancellations — What to Do

Flight Delays and Cancellations — What to Do When a flight is delayed or canceled, quick action helps minimize disruption to your business travel. Travel Code provides multiple pathways to resolve the issue—from instant automated rebooking to hands-on human support. Your First Step: Get Help Immediately As soon as you learn of a delay or cancellation, contact support. The faster you reach out, the more options remain available for rebooking or rerouting. Robert AI: Instant Rebooking and Alternatives Robert AI is equipped to handle most delay and cancellation scenarios end to end. Once you authorize your Travel Code account in chat, Robert can: - Pull up the affected order and check its current status - Search alternative flights on the same or different carriers - Compare rebooking options, including any applicable fees - Modify or rebook your itinerary in real time, all within the chat interface For example, if your morning flight is canceled, Robert can propose afternoon or evening alternatives, show you the fare difference, and complete the rebooking—no need to navigate multiple screens or wait on hold. Human Support: Always Available When a situation requires nuanced judgment or falls outside Robert's scope, our human support team steps in. Response times are typically 5–30 minutes (per SLA), and agents handle everything end to end—rebooking, refunds, compensation claims, and coordination with carriers. You can reach human support through: - The in-app support widget (escalation from Robert or direct contact) - Phone and email channels listed in your dashboard Passenger Rights and Compensation Depending on your route and the operating carrier, regulations such as EC 261/2004 (European Union) may entitle you to compensation, meals, accommodation, or alternative transport. Our support team can advise on your rights and assist with claims when applicable. Eligibility varies by jurisdiction, delay duration, and cause (e.g., extraordinary circumstances typically exempt carriers from compensation). Bottom line: Contact us immediately when a delay or cancellation occurs. Robert AI or our human support team will get you back on track quickly.

How to Contact Support

Getting Help with Travel Code Whether you need to modify a booking, resolve a travel disruption, or have questions about your corporate account, our support team is available 24/7 to assist you. Contact Methods Phone Support - US: 1 (646) 722-8331 - EU: +48 128 811 170 Our phone lines are staffed around the clock for urgent matters like last-minute changes, cancellations, or travel emergencies. Email Support Reach us at: - corp@travel-code.com - help@travel-code.com Email is ideal for non-urgent inquiries, policy questions, account setup, or when you need a written record of your request. In-App Support The fastest way to get help is often directly within the platform: - Help widget: Available on every page of the Travel Code portal - "Contact Support" button: Located on every order for booking-specific issues When you use the in-app widget, Robert AI can often resolve your request immediately. For example, if a flight is delayed, Robert can pull up your affected order, search alternative flights, check rebooking fees, and confirm a new itinerary—all within the chat. If Robert can't handle your specific situation, he'll escalate you to a human agent in one step, with full context already shared. Availability All support channels operate 24 hours a day, 7 days a week, so you're covered no matter your time zone or when issues arise during your trip.

I Didn't Receive My Booking Confirmation

When to Expect Your Confirmation After completing a booking on Travel Code, you should receive your confirmation email and documents within 30 seconds in most cases. The confirmation includes your itinerary, booking reference, and any tickets or vouchers needed for your trip. If Your Confirmation Is Delayed In some situations — particularly for complex itineraries, hotel bookings requiring manual confirmation, or bookings made during peak travel periods — documents may take up to 24 hours to be processed and uploaded to your account. During this time, you can: - Check your Orders page in the Travel Code portal to see if the booking status has updated - Ask Robert AI to pull up your recent order and confirm its status - Verify your email spam or junk folder in case the confirmation was filtered Urgent Last-Minute Bookings If you've made a last-minute booking and need your documents urgently (for example, you're traveling within hours), contact our support team immediately: - In-app chat: Open Robert AI and request a handoff to a human agent - Phone: Call our 24/7 support line - Email: Reach out via the contact details in your account dashboard Our team can expedite document retrieval and ensure you have everything you need before departure.