In the past few days, multiple countries and regions implemented very restrictive travel bans and quarantine measures. Our safety and security team, operations and customer service teams, travel experts and local partners are constantly tracking the changes. We currently recommend that all travel departing before the end of May be rebooked.
I’m due to travel soon
By now our customer service team will have reached out to you via email to discuss all options related to your upcoming booking. We currently recommend that all travel departing before the end of May be rebooked. If you haven't heard from our team yet or have questions please email us at firstname.lastname@example.org to start the process at your earliest convenience.
What if I’m on a trip right now?
We already contacted all customers who are currently traveling. If you haven't received a call, SMS, or email from us or have questions please email us at email@example.com to start the process and kindly include in the subject that you are currently on a trip.
Even if you plan to continue your vacation, we strongly encourage you to register with your local Embassy at your destination to make them aware of your presence should your commercial flight be cancelled. Should this then become your only option, you will need to make sure you are within a few hours drive of the departure airport. Usually the capital city or major hub in the country.
Should I need health-related assistance during my trip, can I contact you?
Yes. You should contact your travel insurance company first and then us so you are getting the medical attention required and we can help where needed.
What happens if airports shut down during my trip?
If you prefer returning home early, we recommend you to contact your airline to bring your flight forward to as soon as possible
* If the airline says yes, then also agree and proceed accordingly.
* If the airline says no, then ask when the next flight out is possible.
* if the airline says it is not possible then book the flight out with any other airline immediately.
Can I book a new trip?
To provide you with maximum flexibility, we are providing new Terms & Conditions which will allow for an easier rebooking experience. Details are as follows:
For new bookings made from March 16 until the 31st of May 2020, you can now rebook the land program free of charge. You can rebook only once and you need to inform us at least six weeks before your planned departure date. Any additional costs due to itinerary changes at your request or upgrades to your previous itinerary, e.g. peak season surcharges or hotel upgrades, will apply. To retain flexibility, we recommend you book a flexible fare for your flight booking.
How can I get in contact with Tourlane?
We appreciate that every customer and every trip is different, and will, therefore, review each case individually to agree on the most appropriate course of action to fit your personal circumstances and situation. If you have any questions or concerns regarding your travel arrangements, please contact us at firstname.lastname@example.org - please understand that we are currently experiencing a high volume of questions but will reply to every message.