Support
Help that sees the whole trip.
Find help with changes, cancellations and refunds, documents and visas, disruptions, payments and accessibility, and see exactly how a problem reaches a person who can fix it.
Help topics
Start with what happened.
Six areas cover almost every question about a trip. Each starts with the rule that decides the answer, then points you to the right place to act.
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Changes
Dates, names, rooms and extras. What can change depends on the supplier’s rules for your fare or rate, and the cost is shown before you confirm.
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Cancellations & refunds
Supplier rules decide what is refundable. We show the expected amount first, then track the refund with dated steps until it reaches you.
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Documents & visas
Passports, visas, ID for trains and permits. Rules are set by governments and suppliers; we help you check them well before you leave.
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Disruptions
Delays, cancellations, missed connections, strikes and closures. Cases about travel happening now are handled before everything else.
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Payments
Authorisations, failed payments and charges you do not recognise. An approved payment is a hold on funds, not a ticket.
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Accessibility
Assistance requests, step-free rooms and adapted vehicles passed to every supplier, and help if any part of this website is hard to use.
Booking-state glossary
Know exactly where a booking stands.
Every booking shows the state its suppliers have actually reached. Pending or waitlisted items are never shown as confirmed, and an approved payment is never shown as a ticket.
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Draft
Not bookable yetItinerary editable
Your plan is saved and you can change anything. Nothing is reserved, no payment is taken, and prices are planning estimates.
What you do Edit freely. Nothing is being held for you yet.
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Quoted
Not bookedFresh supplier offer
Each supplier has returned a live price and conditions. Quotes expire, and the expiry time is shown with the total.
What you do Review the total and conditions before the quote expires.
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Fulfilling
In progressSupplier booking underway
We are booking each component with its supplier: issuing tickets, reserving rooms and requesting vouchers.
What you do Watch for updates. We tell you if any supplier needs longer.
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Partially confirmed
Confirmed parts onlySome components issued
At least one component is confirmed by its supplier and at least one is still pending or has failed. Each shows its own status.
What you do Check which parts are confirmed. If one fails, we offer alternatives or a refund under its conditions.
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Confirmed
Ready to travelAll required components verified
Every required component carries its supplier’s confirmation: e-ticket issued and PNR located, room or voucher confirmed.
What you do Your documents are in your trip hub. Check names and times once more.
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Action required
Resolve firstHuman or traveller decision
Something needs a decision: a price change before payment, a schedule change, a missing document or a choice between alternatives.
What you do Open the trip and respond. The options and any deadline are explained.
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Cancelled / Refunded
ClosedTruthful terminal state
The booking or component is cancelled. Any refund due has its own progress: requested, approved by the supplier, sent and received.
What you do Refund timing depends on the supplier and your payment method.
Labels describe the states shown in your trip hub. A component is travel-ready only when its own supplier has confirmed it.
Escalation
How a problem reaches the right person.
Support is human, with clear escalation. You always know who holds your case and what happens next.
Start in your trip hub
Many changes and cancellations can be requested there directly, with the supplier’s conditions and any cost shown before you confirm.
Open a support case
Write with your booking reference. The case gets a reference of its own, and every update to it is timestamped.
One person owns it
Your case is assigned to someone who can see the whole trip and deals with each supplier on your behalf.
Escalated when urgent or stuck
A time-critical case, or one that is not moving, goes to a senior member of the team, and you are told who is now handling it.
A formal grievance, if you need one
If you are unhappy with the outcome, you can raise a formal grievance. Grievance officer details will be published here before launch, as Indian consumer protection rules require of e-commerce businesses.
Support FAQ
Support questions, straight answers.
My payment went through but my booking says Fulfilling. Is it confirmed?
Not yet. Payment authorised means your bank approved the payment, and Fulfilling means we are booking each component with its supplier. The trip is confirmed only when every required component shows the supplier’s own confirmation, such as an issued e-ticket or a confirmed room.
What should I do when my booking shows Action required?
Open the trip in your trip hub. It explains what needs a decision, such as a schedule change, a price change before payment or a missing document, with your options and any deadline. If you are unsure, reply to the case and a person will walk you through it.
Can the name on a ticket be changed to another traveller?
Usually not for flights: airlines generally allow only minor spelling corrections, and some charge for them. Railways, hotels and other suppliers each have their own rules. Check every name against the traveller’s ID before paying, and tell us quickly if you spot a mistake.
Why do I see two charges for one booking?
Often one is a temporary authorisation hold that your bank releases on its own timeline, and only one becomes a charge. If both settle as charges, open a support case with the booking reference and the date and amount of each, and we will reconcile them against the order.
How do I add an assistance request to a booking I have already made?
Write to us with the booking reference and the help needed, such as wheelchair assistance or a step-free room, as early as you can. We pass it to every supplier on the trip and show in your trip hub whether each one has confirmed it. See accessible travel for what can be arranged.
My trips
Every booking and case, in one place.
Your trip hub keeps verified statuses, documents and support cases together, so nothing important lives only in an inbox.