Issues & Claims

Can a trip be canceled due to unforeseen circumstances?

Yes, if unforeseen circumstances arise, the trip can be canceled or rescheduled. To minimize costs, we recommend contacting your account manager or support team.

How can I cancel a paid flight booking?

Please send your request to us via chat or email your account manager. We’ll be happy to assist you.      

Tour Cancellation Instructions

Step 1 As soon as the traveler notifies about their decision to cancel the trip, the travel agent (customer) must submit a cancellation request through their personal account. If, for technical reasons, submitting the request through the personal account is not possible, a written cancellation request must be sent to: book@travel-code.com Step 2 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 To request a review and possible reduction of the retained amount, please 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 The processing time for a cost minimization request is up to 10 business days. Step 5 After receiving an official response from the Payments Department and if a refund is approved, the travel agent (customer) must send a refund request to: book@travel-code.com (Please use the official refund request form.) Step 6 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 travel agent (customer) to: book@travel-code.com

What to do if the hotel is not yet confirmed and the time limit is about to expire

In this situation, we offer several options: - 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. In case of hotel denial, we will offer a similar option at the current rate. If the client does 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. - 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.

What to do if the ticket was not 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.

Claims

You can submit an official claim regarding the quality of a completed tour product under the booking through one of the following two methods: 1. By mail or courier to the address:   7901 4th St N STE 300   St. Petersburg, FL, USA 33702 2. By email to: book@travel-code.com When submitting a claim, the following documents must be attached: - An official written and personally signed claim from the traveler, indicating their full name, booking number, and date of submission - A cover letter from the travel agent 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 the agency and stamped - Supporting documents proving the facts stated in the claim (e.g. photos, videos, receipts for additional expenses, etc.) - Confirmation sheet - Proof of payment - Contact details of the responsible manager (full name, phone number, and email) for follow-up communication Claims will not be accepted if the full set of documents and a signed claim from the traveler are not provided. Claims must be submitted to the Tour Operator immediately on the same day the traveler submits their complaint. Claims are reviewed within 14 days from the date of receipt. If a decision is made to provide compensation and the traveler accepts the proposed resolution, the travel agent must submit a written, signed pre-litigation settlement agreement from the traveler.