Help
Need assistance? Below are the most common support topics and how to reach us for urgent help.
Support topics
| Topic | What we do | Response time |
|---|---|---|
| Booking issues | Confirmations, missing tickets, incorrect names | Within 1 hour for urgent cases. Within 24 hours standard. |
| Cancel or change | Manage cancellations and modifications per partner policy | 24 to 72 hours depending on partner. |
| Custom packages | Create bespoke itineraries and add ons | Response within 48 hours. |
| Group bookings | Large groups and corporate requests | We assign a dedicated specialist within 48 hours. |
Urgent contact
For urgent issues on event day use: +385 1 234 5678 or [email protected]. For non urgent requests use the contact form.
Self service
- Check your booking confirmation email for e tickets and entry instructions.
- Use your account dashboard to download invoices and receipts.
- Change passenger names from your booking page when partner policy allows.
For buyers
Buyer protection
- Verified partners with written terms on each product page.
- Instant confirmation on paid orders.
- Secure card processing by certified processors.
- Fraud screening on high value orders.
- Clear cancellation rules shown before checkout.
Billing and invoices
- Company invoices available on request.
- VAT details captured at checkout.
- Invoice issued within 24 hours after payment.
Tickets and name changes
- E tickets delivered by email unless collection is required.
- Name changes follow partner policy. Fees may apply.
- Bring valid ID that matches the booking when required.
Accessibility and dietary
- Accessibility needs and wheelchair access handled with our partners.
- Dietary requests for hospitality must be sent at least 5 days before the event.
Disputes
- Report issues within 72 hours after the event.
- Share order number, photos, and details. We coordinate with the partner.
For business and partners
Onboarding
- Apply with company details and references.
- Share brand assets, product content, and policies.
- Sign commercial terms and set payout info.
Inventory
- Portal listings for quick setup.
- Bulk upload by CSV or sheet.
- API feed for live pricing and availability.
Commercials
- Trade and retail pricing supported.
- Net rates or commission included models.
- Volume tiers by agreement.
Payout
- Bank transfer with remittance report.
- Payout after client attendance or per schedule by contract.
Brand and compliance
- High resolution images and accurate copy only.
- Use approved logos and marks.
- No unsupported claims.
Service levels
| Topic | Service | SLA |
|---|---|---|
| Booking confirmation | Send order confirmation and receipt | Instant on paid orders |
| Name changes | Process when policy allows | Within 1 business day |
| Inventory updates | Apply changes from partner feed | Within 30 minutes for API. 24 hours manual. |
| Urgent event support | Phone and email triage | Live during event hours |
| Refunds | Submit request to partner and track | Initial response within 72 hours |