Your Adventure, Our Priority

Support every step of the way

Adventure booked, it’s time to meet your Customer Experience team.

Here to support you with just about everything in the run up to your adventure; we exist solely to make sure your Flash Pack journey is as smooth and enjoyable as possible. Not sure what to pack? Nervous about a particular experience? Severe aversion to snorers? We’ve got you, and we’ve got you good (so says our 800+ 5-star reviews on Trustpilot).

Below you’ll find a list of our most frequently asked questions, so do take some time to have a browse. And if you’ve still got a burning query or concern after that, don’t hesitate to get in touch. It’s why we exist, remember.

Speak to us

What we're best at

Perfecting group dynamic

Our in-depth personality and preference questionnaire has been built to match you with your ideal roommate. It’s one-of-its-kind in the industry.

Responding, fast

We get it, your time is valuable. That’s why our live chat response time averages 1 minute, while we’ll get back to you via email in under 48 hours.

Recognising loyalty

Repeat Flashpacker? We’ve already spotted you, and we’ll try wherever possible to show our appreciation for your loyalty, be it with a surprise gift or single room priority.

Keeping you safe

24/7 emergency phone access. Timely updates regarding destination travel alerts. A close connection to our team on the ground. Your safety is our priority, and our forte, always.

What to expect

24/7 emergency assistance
Ongoing live chat and call support
Pre-tour guidance and personal assistance
On-tour support
In-app planning resources
World-class customer testimonials

Safety FAQs

What if something goes wrong on my adventure?: Just call our 24/7 emergency number found within the Flash Pack app to reach trained staff. We’ll coordinate with local teams and your Pack Leader to resolve issues swiftly.
How does Flash Pack ensure my safety?: Our Safety team is equipped with safety protocols and procedures, and will be monitoring all destinations in case of any emergencies. They are constantly in touch with our local teams on the ground who will report any incidents to us immediately and work with us on how best to proceed.
Will my allergy/dietary requirement be accommodated?: Yes! Our Customer Experience team will review your onboarding information that you provide via the Onboarding Checklist on the app and if they see that you have an allergy or dietary restriction, they will communicate directly with the local team to establish expectations and safety measures with all the restaurants on your adventure. For severe allergies, our team will inform your Pack Leader to ensure they are familiar with your allergy and medications in advance.
I’m concerned about the political stability of the country I’m travelling to: Our Safety team monitors these issues and if there are any concerns, will work with the local team to prioritize the safety and wellbeing of our Flashpackers. In some cases, this may mean moving hotels or activities if required.

Support FAQs

How can I reach the CX team?: You can reach us via email at [email protected], live chat on our website, or schedule a video call to speak directly with a member of our CX team. In an emergency, you can also call our Emergency phone number provided on the app.
Is there live support available during my adventure?: We are available to chat with you on live chat 5 days a week (Mon-Fri) from – 9am – 10pm BST, 4am – 5pm EDT, 6pm – 7am AEST. Launch the chat by clicking here.
What should I do if I need emergency assistance during my adventure?: You can call our emergency number 24/7, which is available in the Flash Pack app.

Pre-adventure FAQs

What do I need to know before my adventure?

Any essential information such as packing lists, itinerary info and visas can be found in the Flash Pack app as soon as you are booked. We will also share your arrival transfer information and your Pack Leader may share some tips and essential information via the WhatsApp group in the days leading up to your adventure.

How does sharing a room work?

We’ll ask you questions via the Onboarding Checklist on the app regarding your sleeping habits and pair you with a compatible Flashpacker. We can’t guarantee that your habits will line up perfectly, but we do our very best. More often than not, roommates become fast friends.

Alternatively, if you don’t want to room with someone else, you’re more than welcome to request a single room for an additional supplement.

What happens once I’m booked?

Once you’re booked onto an adventure with us, you’ll receive emails reminding you to complete your onboarding checklist within the Flash Pack app. You’ll also receive an email confirming once your adventure is guaranteed, at which point you can book your flights and get excited! A few weeks before your departure, you’ll be emailed with a link to join the Whatsapp group chat for your adventure, where you can meet and chat with your fellow Flashpackers. Your pack leader will join the chat a few days prior to departure, so you can ask them any questions you might have ahead of the adventure.

What trip planning resources will I have access to before my adventure?

The app will have your full itinerary, complete with a day-by-day breakdown of your adventure from 30 days before the start of your trip. You can also reference our site for an overview of your adventure at any time.