Terms & Conditions for Traveller Support.
These terms explain how travellers may use Voyage On Assist support pages, including Documents Hub, Driver Support, Trip Support, SOS assistance, traveller dashboard features and related support communication.
Acceptance of Terms
By accessing or using Voyage On Assist traveller support pages, you agree to use the platform responsibly and only for information, document access and support connected to your confirmed journey.
If you do not agree with these terms, you should not use the support pages and should contact the travel support team directly for assistance.
Purpose of Voyage On Assist
Voyage On Assist is designed to provide traveller-facing support information, document guidance, trip updates, transfer assistance routes, daily check-in support and SOS communication options.
Traveller Use of the Platform
You agree to use Voyage On Assist only for lawful, genuine and journey-related support purposes.
- Use the platform only for your own confirmed traveller support requirements.
- Do not submit false, misleading, abusive or unrelated support requests.
- Do not attempt to access another traveller’s information or documents.
- Keep your access details private and do not share private trip information unnecessarily.
Information Accuracy
Traveller information, documents, timings and support notes are provided to assist your journey. Travel arrangements may change due to supplier, airline, hotel, transport, weather, operational or local conditions.
You should check the latest available information before transfers, check-in, sightseeing, airport movement or any scheduled service.
Important: Always verify live travel timings, airline updates, government rules, local entry requirements and supplier instructions where applicable.
Documents Hub Terms
Documents Hub may provide access to hotel vouchers, transfer confirmations, itinerary files, guide documents, emergency information and travel wallet items.
- Documents should be reviewed before travel movement or service use.
- Travellers are responsible for keeping passports, visas, IDs and personal documents ready.
- Document availability may depend on supplier confirmation and travel schedule.
- If a file is missing or unclear, contact support with the document type and booking reference.
Driver & Transfer Support Terms
Driver Support provides traveller guidance for pickup times, meeting points, driver details, vehicle notes, transfer instructions and delay communication.
- Be present at the confirmed pickup point at the stated time.
- Contact support if your flight, luggage, immigration, hotel checkout or personal delay may affect transfer timing.
- Driver details may be shared only where available and confirmed.
- Transfer timings and vehicle allocation may be subject to traffic, operational conditions and supplier changes.
SOS Support Terms
SOS Support is intended for urgent active-trip issues, including transfer delay, driver concern, hotel issue, missing document, route confusion, food or meal concern, and emergency assistance communication.
SOS Support is a traveller-support communication route and should not replace local emergency services where immediate safety, medical, police or legal assistance is required.
For life-threatening or serious emergencies, contact local emergency services first, then notify travel support when safe to do so.
Traveller Responsibilities
Travellers are responsible for using the platform carefully and providing correct details when requesting support.
- Provide accurate traveller name, email, booking reference, location and issue description.
- Check documents and travel details before leaving for airport, station, hotel reception or pickup point.
- Keep personal belongings, passport, visa and required identification secure.
- Follow local rules, supplier instructions, airport guidance and hotel policies.
- Use support requests respectfully and only for genuine travel assistance.
Limitations of Support
Voyage On Assist helps organise traveller-facing support information and communication. It does not guarantee that all issues can be resolved instantly or that third-party supplier changes can be prevented.
- Support may depend on supplier availability, local conditions and communication access.
- Travel timings, hotels, drivers, vehicles and documents may be affected by third-party operations.
- Internet, email, phone connectivity and device access are outside the platform’s direct control.
- Support response may vary depending on urgency, details provided and operational conditions.
Data & Communication
When you submit a support form or email request, you may provide traveller details such as name, email, booking reference, current location, document type and issue description.
This information is used to review and respond to your traveller-support request. You should avoid submitting unnecessary sensitive personal information unless required for support handling.
Updates to These Terms
These terms may be updated from time to time to reflect changes in traveller support pages, documents, transfer assistance, SOS communication or operational requirements.
Continued use of Voyage On Assist support pages after updates means you accept the latest version of these terms.
Contact & Support
For questions about these terms or for traveller-support assistance, contact the support desk with your traveller name, booking reference and issue category.
Questions about these terms?
Contact support with your traveller name, booking reference and the page or service you need help with.