Flash Pack Guarantee
This isn’t just a trip — it’s a guarantee. You show up with curiosity and boldness, and we’ll deliver the adventure. If something within our control doesn’t go to plan — we’ll fix it.
At its heart, this guarantee is about trust, clarity and doing right by you.
Because your time off matters – and it shouldn’t be a gamble. It’s our way of reassuring you that we’ll make your adventure everything you hoped for (and more).
Then, in the rare event that something feels off – talk to us, ideally while you’re on your trip. We’ll chat with you, your Pack Leader, and sometimes others in the group to get the full picture and work towards a fair compensation.
Because disappointing trips? They’re really not our thing.
For the Flash Pack Guarantee to be effective, please just make sure you follow these simple steps…
Step 1: Before you travel
Get in the know before your trip and take a moment to read up on your adventure via the trip page & Flash Pack App. Everything you need — packing lists, meeting points, itinerary and top tips can be found here.
Check the FAQs too — they’re packed with useful stuff. And yeah, give our booking terms a once-over. Boring? Maybe. Important? Definitely. If you’ve still got questions, you can message our post-booking team anytime.
Step 2: On your trip (speak up early)
Your Pack Leader and crew are there to make your experience unforgettable. If something’s not right, tell them straight away – most issues can be dealt with on the spot.
If for any reason you don’t feel comfortable raising it with them, drop our Customer Experience team a message straight away. We have a dedicated line that operates 24/7 if you need urgent support. We’ve got your back.
Step 3: After your trip (we’ll hear you out)
Still feel let down after the trip, even after raising it with your Pack Leader? Reach out to us. We’ll listen, gather details from you and your Pack Leader, and if needed, speak with others in your group to understand what went down. If something genuinely went wrong and it was within our control we’ll work with you to make it right.
That might mean a partial refund, future credit, or another fair fix based on what happened. All we ask? Let your Pack Leader know during the trip so they get a chance to sort it live. It helps keep things fair for everyone.
Don't just take it from us...
“I felt let down by parts of my adventure, but the way Flash Pack handled my concerns was genuinely impressive. From the start they took the time to listen and respond with care — not just a quick fix, but a thoughtful follow-up that showed real accountability. This left me feeling respected, supported, and confident I’ll travel with them again.”
Delivering on our Flash Pack Guarantee
We back every trip with a guarantee because we care about your experience. We hold ourselves and our Pack Leaders to high standards, and if we fall short, we put it right.
As one Flashpacker put it: “Things didn’t go to plan, but Flash Pack totally owned it. I got a quick refund and a voucher, no fuss. Honestly impressed by how they handled it.”
In the rare case you need to get in touch after your trip, email us at [email protected] within 28 days of returning — and we’ll be on it.
For more information on what to do if you’re not satisfied with how we’ve handled your complaint, please refer to the “If You Have a Complaint” section in our Terms & Conditions.
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