Did you have an unplanned expense during your trip or something was not as expected? 🤳️Please make sure to contact our Support Team in advance by phone or email. Simply use our Contact section. Afterwards, you can easily upload the receipt through your customer account for review.
Claims Portal Access
The Claims Portal for requesting reimbursement, refund or compensation is visible in your Customer Account during your trip and up to seven days after your return. After this period, you can no longer add or edit claims, but you can still follow the progress of the approval.
How to create a new claim
- Find the "Claims portal" in the Menu
- Click "Log a new issue"
- Choose the category related to your issue. There are several main categories with sub-categories.
- Enter the start date of the issue (must of course be within your booking period). The end date can be left open, if you are still on the road and the issue is still persisting.
Add a description of the issue. - We need proof of your issue or expense made in order to review it. Upload pictures or files of receipts. Only clear, legible receipts or invoices can be accepted — unfortunately, handwritten notes or screenshots are not valid.
Correctly specify the type of file:- For receipts, fill in the "Amount" and "Currency" fields.
- For pictures, these fields will not appear.
- You can add more issues if you have multiple things to claim.
When done, click "Next". - Enter your bank information and confirm that you entered the info correctly.
If you are not a European customer and do not have an IBAN, switch to Account Number and fill your info accordingly: - You will then have an overview of the raised issues. From here, you can edit or delete the issue, or log a new one until 7 days after Return, when the claim is handed in for approval.
- Did you make a mistake with your bank details? You can still adjust them until your case moves to the status "Processing payment".
Next steps and Claim Status
After your claim was submitted 7 days after Return, our dedicated team will start the review and approval and will proactively approach you, if there are any questions. Your submission will be carefully reviewed by our experts. Please be aware that the resolution process can take up to 8 weeks, and not all submissions are guaranteed approval.
You will receive automated e-mail notifications, when your claim changes into another status. You can always follow the progress in the Customer Account in "Claims portal" section. The status are:
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= not yet handed in for review
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= being reviewed by the dedicated team
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= our Finance team is processing the payout
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= paid out or rejected