My Trip Online customer service: phone numbers, email, WhatsApp and support hours

Quick contact

You can reach My Trip Online customer service by regional phone line, email, WhatsApp or online chat. Each regional line answers in its local language. The contact details on this page come from the official My Trip Online contact page and terms.

• Email: contact@my-trip-online.com
• WhatsApp: chat with the support team
• Website chat: click the small chat icon below the WhatsApp button in the bottom-right corner of the website
• Phone: United Kingdom +44 203 936 0018, Germany +49 800 1810799, Spain +34 900 752 438, France +33 1 89 76 01 71
• Hours for phone, email and WhatsApp: 7 days a week, 9am to 8pm

Support channels at a glance

Phone, email and WhatsApp share the same hours. For the other channels, the website gives no separate schedule.

• Phone: best for urgent questions and help in your language. Regional numbers are on the contact page. 7 days, 9am to 8pm.
• Email: best for detailed requests, refunds and complaints. contact@my-trip-online.com. 7 days, 9am to 8pm.
• WhatsApp: best for quick questions in real time. Use the Chat on WhatsApp button on the website. 7 days, 9am to 8pm.
• Website chat: best for quick questions without WhatsApp. Use the chat icon below the WhatsApp button, bottom-right corner. Hours not stated.
• Contact form: best for general enquiries and written requests. Found on the contact page. Hours not stated.
• Member Area chat: best for account and subscription questions. Found in your account after login. Hours not stated.
• Unsubscribe page: self-service, for cancelling a subscription. Use the Unsubscribe link in the website header. Available online.

How to contact My Trip Online customer service

Five steps make a request easier to handle.

• Choose a channel. If you want to talk in real time, call or use WhatsApp. A detailed request, a complaint or a refund query is easier to handle by email, because the whole exchange stays in writing.
• Write from the email address linked to your account where you can. If you write from a different address, add your account email to the message.
• Explain the request in one message. State what you ordered, what happened and what you expect support to do, for example a refund, a correction or a cancellation. One complete message usually saves a round of follow-up questions.
• Add the details listed below. If your request is about a specific order, include its order number.
• Keep your confirmations. Save the order confirmation, along with any acknowledgement that arrives after a cancellation request.

If you see a charge you don’t recognise

Start with your inbox. The order confirmation email shows your plan, how often you pay and the date of the first subscription payment. After that first payment, My Trip Online emails a reminder at least 14 days before each billing date, with the amount and date of the next debit. Compare these emails with the date and amount on your bank statement.

If the charge still doesn’t match anything, write to support from your account email. Give the date and exact amount of the debit, the last four digits of the card and your order number, if you have one. Describe what you see, for example two debits on the same day or an amount you can’t link to any order, and ask the team to check it. My Trip Online investigates such cases before any decision on a refund. If the check confirms a technical error or double billing, the terms promise to refund the overcharge within 14 days.

If you need help with online check-in

My Trip Online sends the boarding pass by email and to your phone 24 hours before departure. If it hasn’t arrived or the details look wrong, contact support and include:

• the airline and booking reference
• the flight number and departure date
• the names of the passengers on the booking
• the email address you used for the check-in order

When departure is close

When departure is close, call or message the team on WhatsApp to speak with someone directly. You can also check in on the airline’s own website or app at any time, free of charge. For questions about the booking itself, such as seats or baggage, the airline’s official channels are the right place to ask.

What information you will need

Prepare the following before you call or write:

• Account email: the address you used to sign up
• Full name: your first and last name
• Order number: My Trip Online assigns one when your order is accepted
• Date and amount of the payment: check your bank statement and, where relevant, your confirmation email
• Flight details, if the question is about check-in: the airline and your booking reference
• A short description of the request

Refund requests

For refund requests, the terms and conditions ask for your full name, the order number and a brief explanation.

When to expect a reply

The contact page says most messages get an answer within a few hours. For other cases, My Trip Online publishes the following timeframes:

• Email: a reply within 24 hours
• Subscription cancellation: electronic confirmation of the request within 48 hours
• Complaints sent to contact@my-trip-online.com: a response within seven business days
• Approved refunds: sent back to the original payment method within 14 days of approval or of confirmation that the service was not provided. How soon the money shows in your account then depends on your bank or card issuer.

How do I contact My Trip Online if I can’t access my account?

First, try the login page. It offers two options: a magic link sent to your email or a standard password login. If neither works, you can reach support without logging in by phone, WhatsApp or email. Include the email address you signed up with so the team can find your account.

What should I do if I don’t get a reply?

Check your spam folder for a reply from contact@my-trip-online.com. If the published timeframe has passed, for example 24 hours for an email or seven business days for a complaint, send a follow-up. Reply in the same email thread where you can, so the team sees the full history. If you switch to the phone or WhatsApp, start with the essentials:

• the date of your first message and the channel you used
• your order number, and a request number if you received one
• one or two sentences on what is still unresolved

If a complaint stays unresolved

For a formal complaint, send it in writing by email. If a written complaint hasn’t been resolved satisfactorily within 30 days, the terms let you take it to a free consumer mediator, the Cyprus Consumer Center for Alternative Dispute Resolution.

How do I check that my subscription is cancelled?

If you used the unsubscribe page, open the email that arrives after you submit the form and follow the link inside it. This link confirms the cancellation. My Trip Online then acknowledges the request electronically within 48 hours, and the subscription terms say the confirmation comes in a form you can keep.

Save this confirmation and note the date of your request. It shows when you cancelled, which helps if a billing question comes up later.

No confirmation after 48 hours? Check your spam folder and make sure you entered the email address linked to your account. Then contact support by email, phone or WhatsApp. Give your account email, the date of your request and the method you used, such as the unsubscribe page or the Member Area.

How can I get help cancelling my subscription?

One of the self-service options is the unsubscribe page. Enter your account email, and My Trip Online will send a link to confirm the cancellation. You can also use the Cancel your contract feature in your Member Area, the Member Area chat, email or the UK phone line.

Timing depends on when you cancel. A cancellation during the 3-day free trial means no subscription payment is taken. After the first payment, the subscription terms state that cancellation takes effect at the end of the period already paid for, and the benefits stay available until then.

Our guide to cancelling a My Trip Online subscription walks through each method step by step.