Traveling should be fun and easy, and we at TourRadar work hard to make sure your trip goes smoothly. However, we know sometimes things don't always go to plan. If you face any problems during your trip, we have a guide to help fix them.
Step 1: Contact your tour operator or guide
The quickest way to address any issue is to speak directly with your tour operator or guide. They're on the ground with you and often can resolve concerns immediately. Here's what to do:
- If you have a auide: Your guide is your go-to person. Upon joining the trip, they'll share their contact details with you. These details might not be available before your trip starts, but once you meet your guide, make sure to keep their contact information handy.
- If you don't have a guide: Check your final documents. You should have received essential contact information either through your TourRadar booking conversation page or via email, this is usually in an attached document, but may sometimes be in a message. (tip: peek into your spam folder if you can't find it). This information is crucial for getting in touch directly with your operator.
Need help accessing your booking conversation page? No worries, we've prepared a step-by-step guide for you here.
Don’t have a guide with you or you can’t find the contact info for your operator? Don't worry. Use your booking conversation page to reach out directly to your operator and let us know by clicking the “notify us” button and choosing I need help with: "On-tour Problem". This way, you'll be in touch with both your operator's team and TourRadar swiftly.
Step 2: Escalate to TourRadar when needed
If talking things over with your operator doesn't lead to a satisfactory resolution, you can escalate the matter to us through your booking conversation page. Here's how:
- Log into your TourRadar account and go to your booking conversation page. Our step-by-step guide will help you find your way here.
- If you've already reached out to your operator, but need further assistance, navigate to the Q&A’s tab on your conversation page, then scroll down and click on “notify us”. Choose I need help with: "Operator Service" and provide us with:
- A brief description of your issue.
- Details of your initial communication with the operator.
- The outcome or resolution you're seeking.
This ensures we're fully informed and can assist you more effectively.
Additional support and resources
- Insurance claims: If your issue is related to travel insurance claims, please refer to this article for guidance.
- Feedback and suggestions: Your feedback is invaluable to us. After your trip, we'd love to hear about your experiences and any suggestions you might have. You have received an email from TourRadar asking for your review.
Your satisfaction and safety are our utmost priorities. We're here to support you every step of your journey, ensuring any issues are resolved to your satisfaction. Should you need further assistance, our customer support team is just a message away. Safe travels!