Office opening hours
Monday–Friday: 09:00–17:30
Saturday & Sunday: 09:00–14:00 — limited weekend cover
All times are UK time. Weekend cover supports priority bookings, existing travel and customers currently travelling. Routine enquiries may wait until Monday from 09:00.
Emergency travel support is available 24/7. For urgent help, call 01652 656 859.
24/7 emergency travel support
Need help with your travel or stay?
If you need help before the office reopens, call us. This includes check-in problems, urgent travel changes and serious accommodation issues.
Outside office hours, follow the recorded message and press 1 for emergency or priority support.
Calling from abroad? +44 1652 656 859
Save our number before you travel so you can reach us without scanning this QR code again.
Need help now? Call.
Telephone us when waiting could affect your current stay or imminent travel.
Have these details ready
If available, have your booking reference, company name and accommodation location ready when you call. Please also give the full name on the booking.
- You cannot check in or access your accommodation.
- A payment issue is stopping check-in or your current stay.
- There is a serious safety, security or property concern.
- You need an urgent change or booking for imminent travel.
- An accommodation problem needs action during your stay.
Emails are not monitored outside office opening hours. You must call 01652 656 859 if you need urgent help.
Times shown are UK time.
Can it wait?
Routine enquiries and bookings that do not relate to imminent travel can wait until the next active working period.
Non-urgent concerns sent by email, text message or through RORI may also be handled during the next active working period.
info@rapidtravelgroup.com
If your situation becomes urgent, call the 24/7 support line.
Unhappy with your accommodation?
Tell us as soon as the issue happens so we can try to resolve it during your stay.
- Call 01652 656 859. Explain the issue and the help you need now.
- Give the full name on the booking and a brief description of the complaint.
- Send supporting evidence promptly via text or email. Once we have received your evidence, we will confirm receipt and investigate promptly.
Send your photos
Clear photos submitted when the issue occurs are important for supplier refund consideration. Evidence sent the next day or after checkout is unlikely to be accepted by the supplier. A refund is not guaranteed.
Our unsatisfactory accommodation policy
Our full policy on how we handle unsatisfactory accommodation can be found here.
What happens next?
We investigate your accommodation concern
We acknowledge your complaint and review the booking, your evidence and the accommodation provider's response. Our policy aims to complete the investigation within 30–45 minutes and identify a solution in real time after acknowledgement. This is an aim, rather than a guaranteed resolution time.
We work towards a suitable resolution
Depending on the issue, this may involve giving the supplier a reasonable opportunity to put it right within 24 hours, arranging temporary alternative accommodation for the night, or requesting a refund from the supplier if the issue cannot be resolved.
Your organisation's designated contact will be kept informed during the resolution process.
If you are unhappy with the outcome
Ask for your accommodation complaint to be escalated to a senior manager. The policy provides for a further internal review and a response within 7 business days.
If it remains unresolved, the policy allows referral to an external arbitration body or relevant travel industry ombudsman. Ask Rapid which route is applicable to your complaint.
