Issues & Claims

Managing Booking Time Limits and Confirmations

A held (pre-booked) fare is reserved only until its time limit. An unfinished card payment also has a short window. Knowing both deadlines helps you keep the price you found. Where to find it Open the order from My trips (/app/orders). The time limit for a held service is shown on the order page. How to issue a held booking in time 1. Open the order and check the time limit of each held service. 2. Get any approval and payment done before that time. 3. Issue the booking. If the time limit has already passed, the order isn't issued. You see a message naming the service and the time its pre-booking expired, saying the booking has to be made again. Make a new booking for that service. How to finish an online card payment 1. If you leave the card payment page (back button, closed tab, failed 3-D Secure), go back to the order and retry the payment. 2. You have about 30 minutes to complete it. 3. After 30 minutes without payment, the order is cancelled automatically, the reservation is released and you get an email. 4. The cancelled order stays in your list for 24 hours so you can see what happened, and is then removed. To travel, start a new search. Good to know - If a ticket isn't issued within the time limit, the booking can't be restored at the original price. The fare may be recalculated at the airline's current price. - Services without a published time limit, and services already issued or cancelled, aren't affected by the expiry check. - The 30-minute rule applies to checkouts started with online card payment in the basket. Payment links sent by your manager, invoices, bank transfers and balance payments follow their own terms. - Hotel not confirmed yet? When a hotel isn't confirmed and the time limit is close, we can offer two options: - Split the booking: with your approval, we split it into hotel, flights and ground services and open payment for the flight. Once paid, the ticket is issued and we keep waiting for the hotel. If the hotel declines, we offer a similar option at the current rate. The issued tickets stay valid if you don't accept an alternative hotel. Cancelling issued tickets later costs what the airline's rules say. - Rebook at the new price: when the time limit expires, we rebook the tickets at the current price, which may be the same or different, and keep waiting for the hotel. - To avoid surprises, watch the deadlines, respond quickly to payment and approval requests, and contact your account manager as soon as you expect a delay. FAQ Why can't I issue my held booking? The airline's hold time limit has passed and the reservation no longer exists. Make a new booking. Where do I see the time limit? On the order page, next to the held service. One service in my order expired. Can I issue the others? The message names the expired service. Remove or rebook it, or contact your travel manager or support. My card payment failed. Is my booking kept? For about 30 minutes you can retry the payment. After that, the unpaid order is cancelled and the hold is released. Where did my cancelled order go? Unpaid online orders are removed from the list 24 hours after cancellation. Start a new search to book again. Which language are my booking emails in? Confirmation and ticket emails for train, bus and transfer bookings are written in the language set in the recipient's profile. Related articles - Booking Cancellations: Process and Cost Minimization - Cancelling a flight ticket with penalty Still have questions? Message us in the support chat or at support@travel-code.com.

Booking Cancellations: Process and Cost Minimization

You can cancel many services yourself from the order page. Before you confirm, you see the penalty and the exact refund. Where to find it My trips (/app/orders) → open the order → the service card. How to cancel a service from the order page 1. Open the order. 2. On the service card, click the cancel button: - Cancel hotel: for a hotel booked through Travel Code that can still be cancelled, before check-in. - Cancel the train (or the matching button for a bus or ferry): for a refundable fare on an active booking. - Cancel with penalty: for an issued flight ticket, before the flight. 3. Review the cancellation window: service, travellers, price, cancellation penalty and total refund. 4. Confirm the cancellation, or keep the booking. 5. The service shows as awaiting cancellation. The page updates when the supplier confirms, and the service becomes Cancelled. Good to know - The refund shown is what will come back to you, and it never exceeds what you have paid for the order. - How the refund is calculated: - trains, buses and ferries: the carrier's refund amount minus penalties and fees; - flights: the airline's refund amount where available, or a full refund within a free-cancellation window; - hotels: according to the hotel's cancellation policy for the date you cancel. - The refund goes to your company's balance on the platform. If the trip was paid by both the company and an employee, the refund is split: the company gets its share back the way it paid, and the employee gets theirs back to the card they paid with. - Orders in a closed accounting period can't be changed from the order page. Contact support. - For a service without a cancel button on its card, send your request via the support chat or email your account manager. How to ask us to reduce cancellation costs If a cancellation is charged at the full cost incurred, you can ask us to review it. 1. Send a minimisation request to book@travel-code.com with: - a formal request on your company's letterhead; - a scan of the traveller's written cancellation request stating the reason; - if the reason is illness, official medical certificates in English. 2. Processing takes up to 10 business days. 3. If a refund is approved, send a refund request to book@travel-code.com using the official refund request form. 4. On request, we can provide official confirmation of the actual costs withheld by the supplier. FAQ Why is the refund lower than the price? The supplier keeps a cancellation penalty or fee. The cancellation window shows it before you confirm. Can the refund be more than I paid? No. The refund offered is capped at what has been paid for the order. Where does the money go? To your company's balance on the platform. For split payments, each payer gets their share back as described above. I clicked cancel, but the service still shows as awaiting cancellation. We're waiting for the supplier to confirm. The page updates when they do. I don't see a cancel button. The service may be non-refundable, already used, or cancellable only by our team. Message support and we'll help. Related articles - Managing Booking Time Limits and Confirmations - Cancelling a flight ticket with penalty Still have questions? Message us in the support chat or at support@travel-code.com.

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 Robert's flight alerts and ready-made alternatives 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: Alerts and Alternatives Robert AI helps with most delay and cancellation scenarios. It uses your current Travel Code sign-in, so there is nothing to connect. 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 - Watch your flight and alert you to a delay or cancellation, then, depending on your company's Robert automation rules, send up to three alternative flights that you book in one click, or hand the rebooking to a support agent For example, if your morning flight is canceled, Robert can propose afternoon or evening alternatives and show you the fare difference. You book the option you choose in one click, or a support agent rebooks for you. Robert never rebooks, cancels or pays on its own. 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. Related articles - Robert automation: what Robert does when a flight is delayed or cancelled - Flight watch with Robert: get alerts about delays and cancellations - Flight delay and cancellation alerts: email, Telegram, Slack

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 and check rebooking fees; you book the option you choose, or Robert hands the rebooking to a support agent. Robert never rebooks, cancels or pays on its own. 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.