Help and support
Submit and track a ticket
A ticket is the fastest way to get an answer about a specific booking or account problem, and it keeps the whole conversation in one place.
Submit one
- Open Help & Support → My tickets and choose New ticket (or start from a topic card on the support page; the type is then pre-filled).
- Choose the type: order, activity, refund, content report, account, or other.
- Depending on the type, link the order, activity or content the ticket is about — this is required, so we can see what you are referring to.
- Say what outcome you want (for example: refund, information, a change to the booking).
- Write a title and description, and attach up to 3 files — images or PDF.
- Submit. You receive a confirmation email.
Track it
- Your ticket list shows each ticket's status and the latest reply.
- Open a ticket to read the conversation and add more detail.
- When we reply, you get an email.
- If a ticket is marked resolved and you still need help, reopen it within 30 days (up to 3 times) or add a reply — it goes back to being worked on.
| Status | Meaning |
|---|---|
| Pending | Received, not yet picked up |
| In progress | A support agent is working on it |
| Waiting for you | We replied and need your confirmation |
| Resolved | Treated as solved |
| Closed | Closed for good |
Content reports
Tickets about reviews, replies or other content go through a content review, and the content can be taken down. See Report content.
Common questions
How long does a reply take? Most tickets are answered within a working day. Complex cases, especially refunds that involve a bank, take longer.
Can I attach a video? No — images and PDF only, up to 3 files.
Should I open several tickets for the same issue? No. Add to the existing one; separate tickets slow things down.
Related
Still not resolved?
Send a ticket with the link to this article and we will pick it up from there.