Your Adventure, Our Priority

If something doesn’t feel right during your adventure, your Pack Leader is your quickest route to getting things back on track. Follow the steps outlined in our Flash Pack Guarantee to ensure any concerns are handled in the moment. And if you ever need urgent help beyond what your Pack Leader is able to provide, you’ll find a 24/7 emergency number in your Flash Pack app.

Our Customer Safety team is equipped with safety protocols and procedures, and will be monitoring all destinations in case of any emergencies. They are constantly in touch with our local teams on the ground who will report any incidents to us immediately and work with us on how best to proceed. To learn more, visit our Safety page.

Yes! Our Customer Experience team will review your onboarding information that you provide via the Onboarding Checklist on the app and if they see that you have an allergy or dietary restriction, they will communicate directly with the local team to establish expectations and safety measures with all the restaurants on your adventure. For severe allergies, our team will inform your Pack Leader to ensure they are familiar with your allergy and medications in advance.

Our Customer Safety team monitors these issues and if there are any concerns, will work with the local team to prioritise the safety and wellbeing of our Flashpackers. In some cases, this may mean moving hotels or activities if required. See a full list of latest travel alerts and updates here.

You can reach us via email at [email protected], live chat on our website, or schedule a call to speak directly with a member of the team. In an emergency, you can also call the emergency phone number provided on the app.

We are available to chat with you on live chat five days a week (Mon-Fri) from 9am-5pm BST / 4am-2pm EST / 1am-9am PST / 6pm-2am AEST. Launch the chat by clicking here.

You can call our emergency number 24/7, which is available in the Flash Pack app.

Any essential information such as packing suggestions, travel insurance and visa info can be found in the Flash Pack app as soon as you are booked. You should also be sure to check out the Adventure FAQs section at the bottom of your adventure’s webpage, as this will include all the info you need to know about arrival and departure airports, recommended flight times, and other useful trip-specific details. Once the WhatsApp group has been created for your group 30 days pre-departure, we will share confirmation of your group’s arrival transfers there, and your Pack Leader may share some tips and essential information in the days leading up to your adventure.

We’ll ask you questions via the Onboarding Checklist on the app regarding your sleeping habits and pair you with a compatible Flashpacker. We can’t guarantee that your answers will line up perfectly, but we do our very best. More often than not, roommates become fast friends. Read more about the rooming process here.

Alternatively, if you don’t want to room with someone else, you’re more than welcome to request a single room for an additional supplement. This can be added at check out (if available), or you can find the form link to request this after booking in the app.

If you’re booking a guaranteed adventure, you’ll receive a confirmation email straightaway that lets you know your place is confirmed and you can go ahead and book your international flights. You’ll then be enrolled in a sequence of pre-adventure emails, which will help you get prepared and excited for your adventure. You’ll also receive emails reminding you to complete your Onboarding Checklist within the Flash Pack app, which you can log into with the email address you used to book. This is where we collect all of the details we need from you to share with our local partners to ensure everything’s in place for an amazing adventure.

30 days pre-departure, you’ll receive an email confirming that your itinerary has been finalised and that the WhatsApp group has been created for you and your fellow Flashpackers. To join this, you just need to head to the app and tap the green banner at the top of the Preparation tab. Your Pack Leader will usually join the chat a few days prior to departure, so you can ask them any last-minute questions you might have before setting off.

Along with the webpage for your adventure, which has a daily itinerary summary and useful Adventure FAQs, the app will have your full day-by-day itinerary (subject to change until 30 days pre-departure) available, as long as your trip’s status is “guaranteed”. This includes the names of hotels you will be staying at throughout your adventure, which you can use if you’re looking to book any extra nights before or after your Flash Pack itinerary – see our extra nights FAQ for full info about doing this.

We also have a comprehensive FAQ section that you can check for any general questions about trip logistics, managing your booking, making payments and so on.

And if you have any questions that you can’t find the answer to, you can reach us by email at [email protected] for assistance.