Include your booking reference, traveller name, contact number and a short description of the help you need. For urgent issues during an active Trip Buddies journey, use the emergency WhatsApp contact provided with your booking.
Support hours
Our standard support hours are 09:00–20:00 IST, Monday to Sunday. For travellers actively on a Trip Buddies journey, our support policy provides 24/7 emergency assistance through WhatsApp. Keep the support contact supplied with your booking accessible during travel.
For immediate danger or a medical emergency, contact the appropriate local emergency service first, then inform the Trip Buddies team when it is safe to do so. Travel assistance does not replace emergency services.
What to expect from a response
These are service targets, not guaranteed resolution times. Supplier response times and the complexity of a request can affect progress.
| Request | Our target |
|---|---|
| New enquiry or support request | Acknowledgement within 2 business hours during support hours. |
| Booking or itinerary question | Initial response within 4 business hours. |
| Straightforward clarification or amendment | Resolution in 24–72 hours, depending on supplier coordination. |
| Complex refund dispute or supplier negotiation | Progress updates and an estimated timeline; these cases may take longer. |
Keeping track of your request
Our team uses your booking details and conversation to follow up on actions and next steps. If a case reference is issued, quote it in later messages. The website does not automatically create a support ticket or send your enquiry before you choose to send the WhatsApp message.
Keep relevant receipts, photographs and written communications where they help explain a service issue or support a claim. Share only what is necessary and avoid sending payment credentials or unnecessary sensitive documents.
Help during your trip
For a missed connection, accommodation problem, major itinerary disruption or safety concern, contact the support person or WhatsApp number in your booking documents promptly. We will coordinate with suppliers and on-ground partners to seek assistance or alternatives.
If an issue needs escalation
- First: the support contact handling your request, for the initial response and coordination.
- Next: the Operations Manager, for supplier negotiations or unresolved operational matters.
- Then: senior customer support or founder-level review, for unresolved disputes, significant claims or sensitive matters.
Ask your support contact to escalate the case. The team will provide the relevant contact or next step as the case progresses.
Refunds, complaints and feedback
Refund and cancellation requests follow the booking and supplier terms and our Refund & Cancellation Policy. Include the relevant supporting information so the team can help with documentation and follow-up.
For a complaint, email us with “Complaint” in the subject and include your booking details, what happened and the outcome you are seeking. We will acknowledge, investigate and respond with the proposed next steps. Unresolved disputes follow the applicable law and the jurisdiction described in our terms.
You can also send trip feedback by email. We use feedback to improve our itineraries, partner coordination and support. If we invite you to a satisfaction survey, participation is optional.
Special assistance and privacy
Tell us about mobility, health or other assistance requirements when booking and again before travel if anything changes. We will make reasonable efforts to arrange suitable services and explain any limitations or extra supplier charges in advance.
Support information is handled under our Privacy Policy. We use relevant booking details, communications and documents to investigate your request; please avoid sharing information that is not needed.
Let’s get you the help you need.
Send your booking reference and a short description of the issue. Our team will help with the next step.
Chhatrapati Sambhajinagar, Maharashtra, India