We know that ongoing regional developments can create uncertainty for travellers. Wego is actively monitoring the situation and working with our airline and accommodation partners to help customers get the most accurate and safest options available.
Here are our commitments to you right now.
We prioritise travellers with imminent departures or check-ins
If your flight departs within the next 24 hours, your request is handled as a priority. This helps us support travellers facing the most immediate time-sensitive decisions first.
We’ve updated our phone and chat guidance so you receive clear, practical instructions right away.
Our phone messaging and chat responses also help route requests by urgency, so travellers with near-term departures reach the right support path faster. We also recommend that you continue to monitor your flight status and any confirmed airline updates.
For travel beyond 24 hours, we’ll guide you based on confirmed airline updates and exchange and refund policies.
In many cases, the best outcome depends on waiting for an airline’s official schedule or policy update before making changes.
We proactively reach out to customers travelling on the day of travel
For customers with direct Wego bookings (Book on Wego Flights and Hotels) scheduled to depart or check in on the day of travel, we’re reaching out proactively via SMS and email.
You don’t need to wait for things to change before hearing from us.
We’re transparent about response times during high-demand periods
We’re receiving a high volume of calls and messages and we communicate these delays in our responses.
We set expectations clearly within our phone messaging and support notices, and we share specific steps for urgent travellers so you can make informed decisions while we work on your request.
We support changes, cancellations, and refunds where applicable — and we keep you updated
We’ll help you understand the options available based on the airline’s decisions and the fare rules on your booking.
If an airline cancels your flight, you can typically request a refund or change to a different flight.
If your flight hasn’t been cancelled but it’s happening in the near term (for example, within the next 5–7 days), airlines may still allow a change (in most cases) and, in some cases, a refund, depending on the airline and fare rules.
When an outcome depends on airline processing, we’ll acknowledge your case, provide a reference number, and keep you updated as soon as we receive confirmed results.
How to reach Wego Customer Support
For the latest support options and any service updates, please visit our Contact Us page.
If you’re travelling within the next 24 hours, please check your flight status directly with the airline for the most up-to-date information.
To help us respond faster, please use one channel per request (and avoid sending the same request across multiple channels).