This page exists because "contact us" is usually the least useful page on a travel site: a form, an address and no indication of what happens next. What follows is the routing this desk commits to, including the parts that are inconvenient to publish. Zeptotravel is new, so read all of it as an undertaking rather than a description of how things have gone — we would rather be judged against a standard we wrote down in advance than against a claim about a history we do not have.
Requesting a callback
A callback is a request for an advisor to call you at a time you choose, with the shape of your trip already in front of them. It is the right route when you are not in a hurry, when you are at work and cannot talk now, or when the itinerary is complicated enough that you would rather write it down than describe it cold. It is the wrong route when something is time-critical: a cut-off window, a waiver deadline or a departure inside 24 hours should always go to the phone.
Our commitment on a callback is that an advisor reads it, does the preliminary pricing before dialling, and calls with options rather than questions. Give us the widest useful window rather than a single minute — a two-hour band is easier to hit than a fixed minute, because it lets a small desk fit you around a disruption call that cannot wait. If we cannot reach you on the first attempt we will try twice more and then email.
The form below is a working example of what we collect. It is not connected to a booking system on this site: submission requires a backend to be connected, so until that is in place, please use the phone number above.
If you are not satisfied
Three stages, in order, and you are entitled to move to the next one whenever you want to.
Stage one — ask the advisor. Most disagreements are a rule that was not explained clearly. Ask the advisor to state the specific rule they are applying: the fare rule, the rate rule, the clause of the rental agreement, or the line of our own fee schedule. If it is our error, we fix it and we do not charge you for the fix.
Stage two — ask for a supervisor. Say "I would like this escalated to a supervisor." You do not need a reason and you should not be asked for one. A supervisor can approve goodwill outcomes an advisor cannot, and can push a supplier escalation up a level. If a supervisor is not free on the call, you will be told when they will call back.
Stage three — put it in writing. Email legal@zeptotravel.com. Include: your booking reference; the travel dates; the date and approximate time of the calls concerned; who you spoke to if you know; a short factual account of what happened; what you have already been offered; and the outcome you are asking for. Attach the confirmation and any supplier correspondence. Our commitment, published in advance rather than reported after the fact, is to acknowledge within one business day and to give a substantive written response within ten business days — or, if the matter depends on a supplier's decision, to tell you that inside the same period and keep you updated until it is resolved.
None of this affects your rights. You retain any right to raise the matter with your card issuer, with the relevant state consumer protection or seller-of-travel authority, or, for a matter involving a US air carrier, with the US Department of Transportation. Where a booking involves a supplier's own conduct, we will tell you plainly whose decision it was and give you the documentation you need to pursue it directly.
What we cannot do by email, and why
Two categories, both for security rather than convenience.
We will never take card details in writing. Not by email, not by text, not through a chat window, not in a form on this site. Email is not an encrypted channel, and a card number sitting in two inboxes and several mail servers cannot be protected. Card details are handled by a payment processor and never stored in readable form on our systems, and we will not take payment by any route that does not work that way. If you receive a message that appears to be from Zeptotravel asking you to send card numbers, a security code, a bank login or a one-time passcode, it is not from us: do not reply, and call the number on this page to report it.
We cannot change a name on a ticket by email. A name change on an air ticket is a supplier-controlled process. Depending on the carrier and the fare, it is either a correction of a minor spelling error, a full reissue at cost, or not permitted at all — and in every case it requires identity verification against the travel document. We do that on a recorded line, not from an inbox, because a name change is exactly what a fraudulent request would ask for. The same reasoning applies to changing the email or phone number on a file, redirecting a refund, or adding a traveller.
We also will not confirm the existence or details of a booking to anyone who is not the named traveller or the person who paid, and we will not discuss one traveller's arrangements with another without their agreement, including within families.
What to expect on the call
Calls are recorded for accuracy and for dispute resolution, and you will be told so. An advisor will confirm who you are before touching a live booking. For a new booking, expect to be read the total payable amount, the baggage or inclusion position, the change and cancellation rules and any service fee before you are asked to authorise payment — if that does not happen, stop the call and ask for it.
You will not be pressured. There is no charge to ask, no obligation to book on the call, and no penalty for hanging up to think. If a published online fare is cheaper than what we can quote, the advisor is expected to say so. How we are paid, and what that could bias, is set out openly on how we make money.