Frequently asked questions
Account queries
How do I create an account and sign in?
You can create your Trazler account by clicking on ‘Sign in’ at trazler.com. If you don’t already have an account, you’ll see an option ‘Create an account’. You’ll just need to enter your email address and set a password. Alternatively, you can choose to sign-in with your email via your existing accounts with Google, Facebook or LinkedIn.
Once you have a Trazler account, you can sign-in any time clicking on ‘Sign in’.
What are the benefits of having a Trazler account?
Having a Trazler account enables you to save your profile, and profiles of family members or other people you need to book travel for. Each time you book a new trip, you will already have the key information saved in the system, such as passport numbers and payment details, making the booking process very quick and easy. Additionally, having a Trazler account will allow to cancel or modify your bookings in ‘My Trips’ section – the link for this is near the top right of the Trazler website.
We also share special deals with Trazler members on a regular basis, so you’ll occasionally enjoy extra benefits such as better rates on specific travel options.
I’ve forgotten my password – what should I do?
If you have forgotten your Trazler password, click on the ‘Sign in’. Next to ‘Password’, click on the ‘Forgot a password?’ link. We’ll email you a link to reset your password. Simply follow the instructions on the email you receive, and you’ll be able to access into your Trazler account once you have completed the fast reset process.
Why can't I change my email in the profile section?
Email addresses are linked to all travel bookings and orders within the Trazler system. To avoid issues with your bookings and your ability to access them, it is not currently possible to change your email address.
How does Trazler protect my personal data?
Protecting your personal data is very important to us. That’s why we have a carefully created privacy policy to ensure your information stays safe.
How do I delete Trazler account?
If you need to delete your Trazler account, go to ‘Profile’ section, and choose ‘Delete account’ link. Clicking on it will delete your Trazler account.
Searching on Trazler
How do I search for multiple services for my trip?
On Trazler, you can choose one or more services to organize your trip. Flights, trains, accommodation, transfers, car rentals: select what is useful for your next trip.
What should I put in the ‘Area, address, hotel name…’ field?
If you already know the locality the in your destination where you would like to stay, you can enter this information into the ‘Area, address, hotel name …’ field. You can also enter in this field an exact address to search the surrounding options in the destination, or even simply enter the hotel name you are searching for. It is optional to add this into your search, so leave it blank if you don’t have any information to add here.
Why is ‘My Location’ not working?
When you click on the ‘From’ field to start entering in the details for your search, you have the option to click on ‘My Location’. This automatically adds in 'From' field you current location. If it does not work, this is likely to be because your browser is not allowing websites to access your current location.
When you click on ‘My Location’, look out for a pop-up that says ‘Allow trazler.com to access your location’. You need to click on the ‘Allow’ button if you want to use the ‘My Location’ functionality. If a pop-up doesn’t appear, you’ll need to go into your browser settings to enable pop-ups and location services.
If you’re still unable to use ‘My Location’, simply type your location into the ‘From’ box directly.
Why can’t I select certain dates in the calendar when I try to search?
If you encounter a problem when entering dates in the calendar, two scenarios are possible. The first: you can only search up to a year before your planned travel date. Indeed, most travel providers (airlines, hotels, transfer companies, car rentals, etc.) do not offer booking options further in advance. The second: the length of stay you wish to book exceeds the length of stay authorized by the establishment (or the country).
What do our ‘Recommended!’ options mean?
For each component of your travel booking, we will compare the options against each other looking at multiple criteria. This helps us suggest a recommended option, that takes into account a good price, shorter flying time if it is a flight, the star quality of a hotel if you are booking accommodation, and so on. The ‘recommended’ option may not always be the cheapest option, but it will be the best option in terms of the overall value for you.
Booking, changing and cancelling trips
What is a trip?
A trip is a series of services you selected to book through Trazler for the travel dates defined by you. Depending on which services you have selected, your trip may not just comprise of your flights. It could also include flights, accommodation and transfers. As we create a seamless itinerary to ensure all your bookings make sense together, we call this a ‘trip’ in Trazler.
How do I book my whole trip in less than 10 minutes?
It really is possible to book all the key components of your trip in less than 10 minutes. On the Trazler home page, select all the services you wish to include in your trip. This could be flights and trains, hotels and stays, and either transfers or car rentals. You just need to enter your ‘From’ and ‘To’ locations, your travel dates, how many people are travelling, and the driver’s age if you want to rent a car.
The results for each of your travel components will appear in different tabs. Simply review the information in each tab and make your selections (clicking Confirm & continue). Once you have done this, all your selections, along with a breakdown of your full itinerary, will appear on the ‘Basket’ page. Just click on ‘Book’ to complete the traveller information, and finally, your payment details.
What are the taxes and fees?
All the travel options you see in the search results state whether or not taxes and fees are included. If any taxes or fees are not included, the service provider will supply information about any additional costs that will be payable separately. For example, hotels in some cities are required to charge an additional tax, which travellers must pay on arrival.
How does payment work?
All trips must be paid for by a credit card to secure the bookings. Trazler accepts all major credit cards, and you will be asked to enter this information at the end of the booking process. Credit card information is used only to complete the transaction on trazler.com. Although, in cases when the booked services are to be paid later, for instance the hotel to be paid upon check-in or the rented car upon the pick-up, your card will not be charged for those services on trazler.com and you will need to pay them on spot when required. Trazler.com will simply proceed with verification of the provided credit card, ensure its validity, and securely transmit it to the relevant service supplier. No worries, your information is kept encrypted and is not shared with any third-party services, unless required to complete your booking.
When you make a booking with Trazler, we freeze the stated amount on your credit card. This secures your bookings while we confirm these bookings with the relevant provider(s). As soon as we are given the final status of each booking from the service provider, Trazler will go ahead and charge your credit card for the full amount.
I have paid, but now the system is showing ‘unavailable’ for one of the services. What should I do?
An ‘unavailable’ status shows when a service you have booked has become unavailable with the service provider. Why? Other people have certainly done the same search as you at the same time and have booked it before.
In this case, you will need to select another option from the search results. If you do not choose another option, we will remove this service from your trip, release back the relevant amount to your credit card.
During the booking process, an error message has appeared saying ‘unavailable’. Why?
We work closely with all of our travel partners to ensure the services (flights, trains, accommodation, transfers, car rentals) they are offering through the Trazler website are accurate. However, it may happen that a service becomes 'unavailable' during the time it takes for you to complete your booking. Other people booked the same service(s) as you while you were doing your research. If this happens, you will need to select a different option from the search results.
What is a ‘custom note’?
When you reach the booking page for your trip, you will have the option to include a custom note with your booking. This is a question or note you can leave for the service provider, e.g. it could be an additional request that you want to make to the hotel you will be staying in. Trazler will take this request to the service provider to try to fulfil it, or gain a response to your question. However, in case of sensitive matters, such as arrival delay or late check-in to the hotel, we firmly recommend contacting the properties directly.
How do I find my booking details?
Once you complete your booking on the Trazler website, you will receive an email confirming all your trip components. You will receive further emails with booking vouchers generated by the service providers, if applicable.
You can also find your booking details any time by clicking on the ‘My Trips’ link near the top right of the Trazler website.
How do I change part of my trip?
When you book the different components of your trip, you will see if your bookings offer flexibility to make changes. These terms are set by the service providers (airlines, hotels, transfer companies, car rental companies etc), and not by Trazler. When you book, you agree to these terms with the provider. You can find out what your options are for changing part of your trip by clicking ‘My Trips’.
How do I cancel all or part of my trip?
When you book the different components of your trip, you will see if your bookings are refundable or non-refundable in the event of cancellation. These terms are set by the service providers (airlines, hotels, transfer companies, car rental companies etc), and not by Trazler. When you book, you agree to these terms with the provider. You can find out what your options are for cancelling part of your trip in ‘My Trips’ section.
How long do refunds take?
If any part of your booking is cancelled, Trazler will initiate a refund immediately when the cancellation is being initiated. When you see the funds credited in your bank account or on your credit card depends on your bank or credit card provider, for some banks it might take up to 7 days to refund, while mostly this is much faster.
Flights and trains
How do I book a flight?
On the Trazler home page, ensure that the ‘Flights and trains’ tab is selected. If it is selected then it appears in a purple color. Enter your flight search criteria, choose your preferred flights from the search results, then follow the booking and payment instructions.
How do I cancel my flights?
Click on ‘My Trips’ on Trazler website. Then follow the instructions for cancelling your flights. When you booked your flights, you would have seen the cancellation policy for the booking, so this determines whether your flights are refundable or non-refundable. Please note that these conditions are set by the airline or other travel service provider, not Trazler.
How to check-in to my flight?
To check-in for your flight, there are three possible scenarios.
The first: Check-in is done via the airline you have chosen. Follow the terms proposed by the latter.
The second: take advantage of the Trazler free check-in which applies to airlines that usually charge extra fees for check-in. Trazler implemented this service to avoid unexpected expenses, save time and improve your customer experience. Trazler will send you, by e-mail, your boarding passes and all the documents necessary for your boarding. If you wish to make additional requests (choosing your seat on the plane, for example) or other changes related to your reservation, please contact our customer service.
Finally the third, notified by the icon "Check-in at the airport only" means that your ticket is only valid for check-in at the airport. These tickets are issued by third-party providers and usually have competitive prices, but unfortunately they are only valid for in-person check-in. So please make sure to bring with you the printed copies of your tickets and the IDs.
To avoid missing your flight it is recommended to arrive to the airport three hours before the departure. Usually check-in is open 24 hours before the scheduled departure time and closes 30 minutes before the takeoff, please consider that check-in policy for International and Domestic flights may vary from airline to airline.
Are there any extra fees for my baggage?
When you select your flights, you will see what baggage is included in your selection. This includes details of your baggage allowance, including luggage size and weight for both carry-on and checked luggage. When you proceed to the booking page, you may be given the option to add additional baggage for a fee. This option depends on the airline’s baggage policies.
What information do I need to provide to book the flights?
In order to book your flights, you will need access to certain details in order to complete the booking. This includes the full names of everyone travelling with you – make sure you enter the names as they appear on the passport(s) or other accepted ID type. You’ll also need to enter the gender, birth date and country of citizenship for each passenger. You will need to select an ID type (passport or ID card – check with the relevant authorities which you will be required to show) and enter in the ID number for each passenger. Ensure you also know the issue date, expiry date and country of issue for the passport or ID card of each passenger. Note, that some airlines do not ask for passport or ID information, so this will not asked during the checkout, too.
Can I change the name or any other details on my ticket?
When you book your flights, you will see if your booking offers any flexibility for things like name changes. This information determines whether or not you can change the name on your ticket. Please note that these conditions are set by the airline or other travel service provider, not Trazler. To check if you can change your name on a flight, you can also go to ‘My Trips’ section. You can find the link to ‘My Trips’ near the top right of the Trazler website.
What if there are schedule changes?
If there are any changes to your flight schedule, you will be notified via the contact details you submit when making your booking.
How do I book a train?
On the Trazler home page, ensure that the ‘Flights and trains’ tab is selected. If it is selected then it appears in a purple color. When you make your reservation, Trazler offers you, for certain destinations, train options. When your results appear, you will see if any trains are available. If you are interested in this option, click on the train of your choice and follow the booking and payment instructions.
Hotels and stays
How do I book a hotel only?
On the Trazler home page, ensure that the ‘Hotels and stays’ tab is selected. You will see that it is selected when ‘Hotels and stays’ appears with a purple background. De-select the other services if you need to by clicking on them. You will see they are de-selected when they appear with a white background.
Enter your hotel search criteria, choose your preferred hotel from the search results, then follow the booking and payment instructions.
How do I change or cancel my hotel reservation?
Click on ‘My Trips’ on the Trazler website. Then follow the instructions for cancelling your hotel booking. When you book your hotel, you will see the cancellation or flexibility policy for the booking. This determines whether changes or cancellations are possible, and so whether your hotel booking is refundable or non-refundable. Please note that these conditions are set by the hotel or other travel service provider, not Trazler.
Can I request a specific bed type?
When you book a hotel room, you will see in the room description what kind of bed(s) come in it, e.g. single, twin, double, King. Most hotels will have different room options that have different bed types in them. If you do not see the bed type described, you can add a ‘custom note’ on the booking page to make a specific request of the hotel. Trazler will take this request to the hotel to try to fulfil it.
Transfers
How do I book a transfer only?
On the Trazler home page, ensure that only the ‘Transfers’ tab is selected. You will see that it is selected when ‘Transfers’ appears with a purple background. De-select the other services if you need to by clicking on them. You will see they are de-selected when they appear with a white background.
Enter your transfer search criteria, choose your preferred transfers from the search results, then follow the booking and payment instructions.
How do I change or cancel my transfer?
Sign in and go to ‘My Trips’ section – the link for this is near the top right of the Trazler website. Then follow the instructions for cancelling your transfers. When you book your transfers, you will see the cancellation or flexibility policy for the booking. This determines whether changes or cancellations are possible, and so whether your transfers are refundable or non-refundable. Please note that these conditions are set by the transfer company or other travel service provider, not Trazler.
Why do I need to supply my phone number when I book a transfer service?
You need to give the number of the phone you will have with you when you travel, in case the transfer service provider needs to contact you. The driver or transfer company will only contact you if necessary. Once you have made your transfer service booking with Trazler, you will also receive a voucher with detailed meeting point info and the contact details of the service provider, in case you need to contact them.
Car rentals
How do I rent a car only?
On the Trazler home page, ensure that only the ‘Car rentals’ tab is selected. You will see that it is selected when ‘Car rentals’ appears with a purple background. De-select the other services if you need to by clicking on them. You will see they are de-selected when they appear with a white background.
Enter your car rental search criteria, including the dates, driver age at the time of travel, pick up and drop off points. You have the option to select a different drop off point. Wait for the search results to load and choose your preferred option, then follow the booking and payment instructions.
Why do I need to provide the driver’s age?
If you are booking car rental as part of your travel plans, you will be asked to supply the driver’s age before Trazler can commence the search. This is because most car rental providers have different policies depending on the age of the driver. Some car rental providers will not rent a car to drivers above or below certain ages too. Remember to enter the age the driver will be during the travel dates.
What optional items can I purchase?
Many car rental companies will allow you to purchase additional items or equipment, which are usually payable on arrival. Some car companies will allow you to add these extra items onto your Trazler booking, such as an infant car seat or GPS. If you do not see these items listed when you make your Trazler booking, use the ‘custom note’ section on the Trazler booking page to make an extra request. Trazler will take this request to the car rental provider to try to fulfil it.
What do I need to bring when I pick up my rental car?
Check the terms of your booking to see what the car rental provider wants you to bring on collection. Usually this will be a driving licence (check it is valid in the country you will be driving in), other identification and a credit card, which may be used to hold a damage deposit. Always check your car rental provider’s specific terms and requirements before you travel.
Covid-19
What happens if I am no longer able to travel due to Covid-19?
Before you make your booking with Trazler, you should check for any travel restrictions you may have to adhere to. This includes travel restrictions in your originating country and your destination country, plus any rules you need to follow if you plan to travel elsewhere around the time of your booking. Check these rules with a trusted official, such as the government website responsible for setting and checking the rules.
When you search for and book different services through Trazler, you will see if the bookings offer any flexibility or cancellation policies. If you book travel components with these policies, it will make your travel plans easier to change or cancel. If you don’t have this flexibility with your bookings, and the rules for travel change after you have made your booking through Trazler, you may need to approach your travel insurance company for support. Always ensure you have booked good travel insurance at the same time as booking your travel.
What are the rules for Covid-19 testing?
Check the rules for Covid-19 testing in your departure and destination countries before booking your travel arrangements. Make sure you consult a reliable and up-to-date source about this, such as the government websites in both your departure and destination countries. Also ensure you keep up-to-date with any changes to these requirements as your travel dates approach. If there are Covid-19 testing requirements in place, you will be asked to show proof that you have adhered to the rules.
If you did not find the answer you are looking for on this page, please write to us and we will reply to you shortly.