Why it may take up to 24 hours to receive a response from the Customer Support team

We understand how important it is to receive timely assistance. While we always aim to respond as quickly as possible, there are certain situations where it may take up to 24 hours for a response after a case has been created.

Why response times may vary

Here are some of the common reasons for a delayed response:

High volume of requests: During peak travel seasons or disruptions, the number of incoming queries can be significantly higher than usual.
Complex requests: Some cases require detailed investigation, coordination with rail carriers, or internal review before a response can be provided.
Third-party dependencies: In certain situations, we may need to contact the rail carrier or partner teams, which can add to the response time.
Time differences: Requests may be received outside of working hours for certain support regions, leading to slight delays.

What happens during this time

Your case is safely logged into our system
It is assigned to the appropriate Customer Support team
The team reviews and prioritizes requests based on urgency and impact

What you can do

Please avoid creating multiple requests for the same issue, as this may cause further delays
Keep an eye on your email for updates from our team
Ensure all relevant details are included in your original request to help us assist you faster

Important notes

We always strive to respond as quickly as possible, and many cases are handled well within this timeframe
The 24-hour timeframe applies mainly during busy periods or for complex cases