How can we help you?

If you didn’t get a confirmation from the booking site you booked with don’t try to book again – you could end up with two bookings – it’s always best to speak to the booking site first. In some cases, it may take up to 24 hours for the booking site to send the booking confirmation. Also, please check out below tips.

1. Check your email carefully and make sure if you already receive the booking confirmation.
2. Check your spam folder to make sure if the booking confirmation had been filtered into the spam folder.
3. Check your bank statement as the travel agent or airline name may appear next to any outgoing payment or charge.

To change or cancel your booking, we recommend you to contact the booking site directly. In case you don’t know the name of the booking site, you can check the booking confirmation email that you received or your bank statement as the travel agent or airline name may appear next to any outgoing payment or charge. 

Sometimes when you book with a travel agent or airline, an error might occur and results in blocking the amount on your credit card without confirming your booking.
We recommend you to follow below steps:

1. Check your spam folder to make sure if the booking confirmation has not been filtered into the spam folder.
2. Contact the booking site to confirm the status of your booking or when your money will be unblocked.
3. Contact your bank to check if they can speed up the process on their end and to find out when the amount would be released.

We recommend you to contact the airline or booking site you booked with. Please check your bank statement as the travel agent or airline name may appear next to any outgoing payment or charge.

Some airlines allow for minor corrections to misspelled names (e.g. Mohammed/Mohamed). If there is any spelling mistake, we recommend you to contact the airline directly as the final approval will come from the airlines. Kindly make sure that you always enter the correct name as stated in your passport in order to avoid any inconvenience or any extra fees.

Cancellations might happen due to one of the below reasons:

1. When an airline decides to cancel the flight or route as it can’t operate the flight for a certain reason or it wants to use the aircraft to go somewhere else they deemed more important.
2. When an airline is unable to fulfill the ticket at the advertised price.
3. The flight is overbooked
4. Payment failure

We recommend you to contact the booking site or the airline directly in case you don’t know the name of the booking site, you can check the booking confirmation email that you received from the company or you can check your bank statement to know which company debited the money.

Please send us an email at [email protected] or use our live chat mentioning your booking confirmation number if applicable, the name of the hotel you originally wanted, the name of the booking site used or booked, any screenshots that help us to investigate the issue if you encountered any of the below issues:

1. If you were redirected to a different hotel during your booking process.
2. If you received a confirmation for a different hotel than you wanted
3. If the hotel name and address does not match your original search.

This might happen due to below reasons:

1. The final price may change because of choosing additional options such as luggage or travel insurance.
2. Credit Card fees: We recommend you to check with your bank and travel agent or airline.

Wego will never request for 1. money transfers, 2. any form of offline payments, or 3. any payments through a third party on behalf of our company. Should you encounter any issues like these, report them to our support staff via email [email protected] or our live chat feature.

Usually website issues can be solved by clearing your browser cache and cookies. If the issue is not solved, please send us a screenshot of the issue at [email protected] and our technical team will work hard to solve it.

If you are using  Chrome, you can follow the below instructions:

1. On your computer, open Chrome.
2. At the top right, click More
3. Click More tools Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
6. Click clear data.

For other browsers

If you use Safari, Firefox, or another browser, check the respective support sites for instructions

Sometimes app problems can be solved by restarting the app or by uninstalling and reinstalling the app. If the issue persists, please send us a screenshot of the issue at [email protected] and our technical team will work hard to solve it

We always do our best to ensure that the prices are accurate and up to date; however sometimes there might be some technical issues that lead to some discrepancy in the prices displayed so if you see any difference in price, please send us a screenshot of the price on Wego and the price on the provider site at [email protected] and our team will investigate the issue and work hard to solve it.

But first make sure that the price difference is not because of below reasons:

1. You are searching for price per person or price per room per night instead of total price and that causes the difference between Wego and the provider site as most of our providers display prices for the total trip/nights.
2. You are searching for hotels including taxes for example whereas the price on the booking website is excluding taxes:
   

Wego only works with accredited and trusted companies; however, please note that it is up to the user to choose which booking site you wish to book with.

You can also check for “Wego’s star partners” which are booking websites that provide a high degree of price accuracy, quality, customer service, an easy booking experience, full transparency on fees, and have a low ratio of user complaints. You can simply identify Wego’s star partners by the trophy sign next to the partner’s name when you do any search on Wego.

Some airlines offer discounted airfares for children and infants while some airlines don’t. We recommend you to contact the airline or travel agent directly if you have any questions related to children or infants airfares.

In order to get the cheapest price and the best deal for you, we recommend you to use our flight and hotel search tool and set your preferred dates along with destinations and number of passengers and choose the best deal for you.

All of our hotel reviews are written by real guests, which are collected through trusted websites such as booking.com, TripAdvisor, and other booking and rating platforms, so you can be assured that the reviews you see are legitimate.

Some airlines or travel agents show their prices in certain and limited currencies. If you are going to pay for a flight in a different currency than what your bank uses, we recommend you to contact your bank to know the exchange rate that will apply to you as the booking site might use a different exchange rate.

If you have any problem on the partner website such as website crashes, an error message occurs, etc please contact the booking site directly to solve this issue.

If you can’t find a certain airline, route or airport, please let us know via any of our customer service channels. We are doing our best to add as many airlines, routes and airports; however, if you can’t find it on Wego, it might be because they are either small or new.

You can choose ‘multicity/stopover’ from Wego home page then add your dates, destinations, number of passengers and choose your payment method.

Baggage fees, rules and conditions depend on the flight provider and the type of fare you are booking. We recommend you to check with the airline or travel agent directly should you have any questions about baggage allowance or if you wish to purchase additional baggage.

Cancellation and refund policy depends on the airline and the type of fare you are booking. We recommend you to check with the airline or travel agent directly if you have any inquiry regarding cancellation and refund policies.

Do I need a visa or transit visa?

Visa requirements vary according to the countries, governments, and nationality. We advise you to check directly with the consulate or embassy of the country you are visiting to know more about the visa requirements prior to book or travel.
Please note that some countries require you to have a valid transit visa even if you don’t intend to leave the airport.

How long should my passport be valid to travel?

As a general rule, passports should have at least six months of validity when traveling internationally. We recommend you to check the validity of your passport as some countries require that your passport or travel document be valid for at least 6 months beyond the intended period of stay in a certain country.
You might consider getting your passport renewed first before applying since most visas will no longer be valid once your passport has expired or is replaced.

Please remember that it is the passenger’s responsibility to ensure they have the correct documentation before they travel.

You can choose your seats when you are booking if this option is available for your selected flight. We recommend that you speak with the travel agent or airline directly if you have any specific questions regarding your seating as some airlines impose additional fee for choosing seats.

We do not support changing of email address once an account is created. However you are free to create a new account with your desired email address.

On desktop web,

If you are currently logged in, kindly log out by clicking on your email ID displayed on the top right corner of Wego webpage. You will now see the button change to Login. After this, follow the same steps explained below.

f you are not logged in, click on Login displayed on the top right corner of Wego webpage. On the login screen pop-up that appears, you will see Forgot your password (highlighted in the screenshot below). By clicking on this, you can key in your email address and you will receive an email prompting you to change your password.

On iOS and Android mobile apps,

If you are currently logged in, click on Account icon displayed on the bottom right corner of Wego app. You will now be redirected to the Account screen where you will see your logged-in email address at the very top. Clicking on your email ID, opens a new screen where you can see Update password. By clicking on this, you can key in your email address and you will receive an email prompting you to change your password.

If you are not logged in, click on Account icon displayed on the bottom right corner of Wego app. You will now be redirected to the Account screen where you will see Login option at the very top. Clicking on Login, opens up the Login screen where you can click on Forgot your password. By clicking on this, you can key in your email address and you will receive an email prompting you to change your password.

On mobile web,

If you are currently logged in, please click on the   located on the top left of the app. You may now click on your email id to view an expanded list of account related options. Click on the first option which is CHANGE PASSWORD . Here you can enter your current password and the new password you wish to change to. 

If you are not logged in, click on Log in displayed on the top right corner of Wego webpage. You will now be redirected to the Log in screen where you will see Forgot your password. By clicking on this, you can key in your email address and you will receive an email prompting you to change your password.

If you would like to stop receiving emails and other communications from Wego, please reach out to us at [email protected]

At the moment you can’t temporarily deactivate. However you can request to delete your account by logging into your account on Desktop Web and Mobile Web. Once you login, under User Preferences in our account, you can see a tab named ‘Data Privacy’. Kindly fill up the form shown there to place your request to delete your account.

We will get back to you on your request separately.

If you want to disconnect your account, please visit https://www.facebook.com/settings?tab=applications, remove Wego from the list of Active Apps and Websites.

You can add Wego Protect when you are booking your international or domestic flights using the Wego app or website.

When you get a quote, be sure to check your protection inclusions as they may differ depending on your home country or destination. If you have already purchased protection, you can check your protection wording at any time by logging in to your XCover Account with the email that you used to book your flight. Common benefits can include:

• Emergency Medical and Expenses Cover for emergency medical treatment, hospital visits and evacuations/repatriations, including a daily allowance for hospital and other medical fees. This includes expenses due to COVID-19 (for 65 years of age or under).
• Trip Cancellation Cover for reimbursement if you or your travel companions have to cancel due to illness or injury, including eligible COVID-19 circumstances.

Claims arising from pre-existing medical conditions are generally not covered. You also wouldn’t be covered if you don’t wish to fly or change your mind on your flights. Instead, check your flight confirmation for instructions on how to amend your itinerary. You can view your protection wording at any time in your XCover Account. To log in, use the email that you used to book your flight.

Wego Protect covers you if you fall ill with COVID-19 and can’t travel, or if your travels are cut short due to a positive COVID-19 test. You are also covered for other medical emergencies that aren’t related to COVID-19, as well as dental emergencies.

You can read the protection documents for full details of what’s covered for your trip when you get a quote.

Wego Protect covers any travelers that are listed on your booking at the time of purchase. Once your protection is booked and active, we are unable to add extra travelers to it. For more information about your coverage, you can view your protection wording at any time by logging in to your XCover Account with the email that you used to book your flight.

There is an excess or deductible on certain sections of your protection. To check your excess, you can view your protection wording at any time by logging in to your XCover Account with the email that you used to book your flight.

To make a claim, visit xcover.com/claim and click Make a Claim. If you’re not already logged in to your account, you’ll be prompted to do so. Once you’re logged in, fill out the online claim form to submit your claim. You should receive email confirmation and further instructions from XCover or our third-party claims partners within a few days. For more information about XCover’s quick and hassle-free claims process, check out xcover.com/claim.