Complaints about lost or damaged baggage
If you discover that your baggage has been damaged or even lost after your flight, it is important that you report this immediately at the Lost and Found counter at your arrival airport. Request a written Property Irregularity Report or a Lost Report. Without these documents, the airline will not be liable for any damage or loss.
Check-in at the airport
Please arrive at the airline check-in desk at the airport at least two hours before your departure. As a rule, check-in counters open two to three hours before the flight departure. Passengers travelling in Business or First Class often check in at separate check-in desks. Please make sure that your luggage is checked through to the destination airport. If you are unsure, please advise the airport staff of your destination.
If you have booked your flights via Tourlane, you will receive a list of your booked flights with the necessary travel documents. You will need these documents for the online check-in or at the check-in at the airport. A passport is often sufficient for the airport check-in desk. Sometimes, however, you will be asked about your flight schedule, which is why we ask you to always carry it with you and keep it for onward flights.
Luggage on your flights
We recommend that you do not carry any valuables or electronic devices (e.g. notebook, camera, etc.) in your checked baggage during the flight. No liability will be accepted for any damage or theft. Please always stow all valuables in your hand luggage. Please comply with the baggage regulations of the respective airline. Some airlines charge a high amount for excess baggage, which can be as high as 10 to 30 USD per additional pound of weight.
Most airlines now offer the option of online check-in. With this in mind, you can usually check in from home with your name and booking number between 48 and 24 hours before departure. Some airlines allow you to print out your boarding pass at home, or have it sent to your mobile phone. This saves you the time of checking-in at the airport. If this is the case, all you have to do on the day of departure is check in your baggage at the airline's baggage check-in counter.
Reconfirmation of long-haul flights
We recommend that you reconfirm your long-haul flights three days prior to departure, as flight times may sometimes change prior to your departure. You do not need to reconfirm the outbound flight. Your travel guide or our local partner agency will be happy to reconfirm your flight home for private trips. For self-drive tours or other individually booked trips without a tour guide, we recommend that you check the flight times of your international return flight again before departure. The same also applies if you have not booked your flights via Tourlane.
Delay or cancelation of flights
If your domestic flight within the US or to a transfer airport such as New York, Los Angeles, Chicago, or other city is delayed or canceled, please contact the airline staff at the check-in desk and inform Tourlane and our partner company in the destination country. This also applies to delays or cancelations of long-haul flights.
The following Compensation Calculator allows you to calculate whether or not you are eligible for a refund.
Safety and Security
Tourlane knows emergencies can occur while traveling. In order to mitigate potential emergencies, we strongly recommend everyone has robust travel insurance. It’s also why we provide you specific local emergency contacts as well as Tourlane’s emergency number. You can find them in your booking information. Store these in your phone, and carry them in your wallet at all times.
Besides our local contacts, for any immediate emergency, please comply with local authorities. Given their proximity, local authorities are always the best resource for immediate response. If there is any connectivity issue, or any security concerns on your trip, please call the Tourlane emergency number, which is available in your travel package.
For diplomatic and political concerns, contact the local US Embassy in your destination country. For more information, click here.
We wish you a wonderful journey!
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