Booking & refund help

Last updated: Oct 23, 2026

Install FlexTravellers on your phone

FlexTravellers is a free web app you can add to your home screen — no App Store or Google Play download, and no fee. Once installed it opens full-screen with the compass icon, just like a store app.

Who holds my booking?

Your booking confirmation names the company responsible for your booking. FlexTravellers does not hold your booking and does not collect your booking payment — you booked and paid on the partner's website.

Changes, cancellations and refunds

Contact the company named in your booking confirmation. Eligibility, deadlines, fees and processing times depend on that company's booking terms and on applicable law. FlexTravellers cannot approve, issue, or speed up a refund for a payment another company collected, and we never charge a change or cancellation fee for a partner booking.

Planning requests (different from a booking)

A planning request to FlexTravellers is not a reservation, ticket, or booking confirmation. We take no payment for a planning request, availability is not guaranteed, and you can cancel a planning request free at any time from Planning requests.

Need help finding the right contact?

Message us through our Contact page. Share only the minimum needed — the partner's name and a partially hidden booking reference (for example, the last 4 characters). Never send us card details, passwords, one-time codes, or identity documents — we will never ask for them.

Protect yourself from scams

FlexTravellers does not collect booking payments. Anyone claiming to represent us who asks you to pay FlexTravellers for a partner booking should be treated as suspicious. Never share your password, sign-in link, one-time code, full card details, or identity documents with someone claiming to be our support team. Do not pay by gift card, cryptocurrency, or transfer to a personal account in response to an unsolicited message. Reach us by typing flextravellers.com into your browser — a sender name or email address alone does not prove a message is genuine. If you suspect fraud, stop communicating with the sender and contact your bank or payment provider promptly. Report impersonation through our Contact page.

Before you travel

Check official government travel advice, entry and transit requirements, passport validity, visa rules, health guidance, accessibility arrangements, and activity restrictions for your trip. Requirements can change and depend on your circumstances. Consider appropriate travel insurance and review its exclusions, activity coverage, medical limits, and cancellation conditions. FlexTravellers does not provide insurance coverage.

Emergencies

FlexTravellers is not an emergency assistance service and does not monitor messages in real time. Contact local emergency services, your travel provider, or your insurer as appropriate. Do not rely on this website or chat for urgent assistance.

Nothing on this page limits any right you have under applicable consumer law that cannot lawfully be excluded.