Customer Support

Before you write to us

Have your booking reference ready. It is on the confirmation email we sent when the booking was issued, and it is also shown against every trip under My Bookings. With it, we can see the ticket, the fare rules and the payment at once. Without it, the first reply is only ever going to be a request for it.

Also useful, depending on what you need:

• The full name exactly as it appears on the booking, which is how airlines and hotels index a reservation.
• The travel date — it decides which cancellation band applies and how quickly we have to act.
• A screenshot or the airline's message if a schedule change or cancellation came from the supplier rather than from us.

Common requests, and how they go

Changing a date, a route or a hotel stay

Almost always possible; the cost depends entirely on the rules attached to what you booked. A change is priced as the airline's or hotel's change fee, plus any difference between your original fare and the fare available at the moment of the change, plus our service fee. We quote all three before anything is altered, and nothing changes until you approve the quote.

The fare difference is the part that moves. It is set by what is on sale when we make the change, so a change requested early is usually cheaper than the same change requested a week later.

Cancelling

Send it in writing to support@jackpotsworldtours.com as well as calling. The time your written request reaches us is what fixes the cancellation band that applies. We confirm the cancellation, tell you the amount that will be refunded and where the deductions come from. The full mechanics are on the Cancellation & Refund Policy page.

Chasing a refund

A refund passes through up to three parties: the airline or hotel releases it, we process it, and your bank or card issuer credits it. Most of the waiting is in the first and third of those, and we can tell you which one it is sitting with. Quote your booking reference and the date you cancelled.

Correcting a name or a passport number

Tell us as soon as you spot it. Airlines treat a name on a ticket as fixed and most permit only a minor spelling correction, sometimes for a fee and sometimes not at all — in which case the ticket has to be cancelled and reissued under the fare rules. This is the one thing that gets dramatically worse with time, so it is worth checking your confirmation the day it arrives.

Getting a copy of a ticket, voucher or invoice

Everything issued for a booking is available under My Bookings and can be re-sent by email on request. Ask and we will send it to the address on the booking.

The airline changed or cancelled my flight

Airlines reschedule; it is normal and it is outside our control. When we are told, we pass it on with the options the airline has offered. If it happens while you are at the airport, speak to the airline desk as well as calling us — they are the only ones who can rebook you there and then — and tell us either way so we can handle the refund or reissue paperwork.

Complaints

If something has gone wrong, email support@jackpotsworldtours.com with Complaint in the subject line and your booking reference in the body. We acknowledge within one working day and give you a named person who will stay with it until it is resolved. Tell us what outcome you are looking for — it is usually the quickest route to getting it.

Protecting yourself from fraud