Questions, answered plainly.
If yours isn't here, call or write to us. A person will answer.
What is it, in one sentence?
A yearly membership that gets you real help when a trip goes wrong: if you lose your wallet, phone or passport, are robbed, or miss a flight, you reach us from any phone or computer and we arrange your ride, hotel, flight or rental car and keep your family informed.
My phone and wallet are gone. How do I reach you?
Borrow any phone or computer. Call our 24/7 line, or open the help page and sign in with your email or mobile number and your emergency PIN. We never send a code to your phone, because your phone may be the thing that was stolen.
Who pays for the hotel or flight?
We book and pay the hotel, airline or ride company, then charge the card you saved with us, only after you approve the exact amount on the call. Travel is charged at cost plus a service fee of 15% (at least $20). If your card doesn't work we try your backup card, and if needed we send a secure payment link to an emergency contact you chose.
Why is there a hold on my card?
Before we book, we place a temporary hold for the approved amount plus 15% (at least $20) to cover small price or currency changes. We then charge only the final amount and release the rest. If the booking fails, the whole hold is released.
Can you replace my passport?
No one but your government can issue a passport. We help with everything around it: finding the nearest embassy or consulate, getting a hotel to accept you without ID (we call them before booking), and, with your permission, sharing a copy of the documents you stored with us through a link that expires after 15 minutes.
Can the person who answers see my PIN or my documents?
No. Your PIN and security answers are stored scrambled; staff type what you say and the system only answers “match” or “no match”. Documents are never shown automatically: opening one needs a reason and a supervisor's approval, and every opening is recorded and visible to you.
Is this travel insurance?
No. We don't reimburse medical bills, cancelled trips or lost belongings. We are the people who take charge and get you moving again. Many members keep their travel insurance as well.
What about medical emergencies or danger?
Call local emergency services first: 911 in the US, Canada and Mexico, 112 in Europe and many other countries. Once you're safe, call us and we'll handle the travel side.
Can you send me cash?
Not at the moment. We pay for what you need directly (your room, your ticket, your ride), so you don't need cash to get home.
Does it work everywhere?
Yes, worldwide. Our service is in English; if you prefer another language, your browser can translate our pages.
Is there a family plan?
Not yet, but it's coming. Today each traveler has their own $179-a-year membership. Your family can still be your emergency contacts and receive updates when you need help.
Still deciding? Ask us anything.
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