Skip to content

iPhone app, in German

Get the app
Nighthopper

I’ve booked – who can help me?

Nighthopper is a search engine for travel: we compare offers and refer you on to the provider. You booked and paid there, and that is also where your booking is held. For questions about it, the provider is therefore your point of contact, not us.

Your first point of contact is the provider you booked with

Your booking runs through them. Whether they are your contractual partner themselves or brokered the booking for an airline, a hotel or a rental company is stated in their confirmation. You usually sort the following out with them:

  • Changes and cancellations
  • Payment, invoices and refunds
  • Changing names and travel dates
  • Adding baggage, seats and check-in
  • Questions about the accommodation, the hire car, the transfer or the tour

We are not a party to these contracts and cannot change, cancel or refund your booking. More on this in our terms of use.

Booked a flight through a travel portal?

Then the portal is your point of contact for changes, cancellations and payment, because that is where your booking is held. Depending on the booking, check-in is handled by the portal or by the airline; your confirmation email says what applies to your flight.

If the flight is cancelled or significantly delayed, you have rights under the EU Air Passenger Rights Regulation: a refund or an alternative flight, care at the airport and, in some cases, compensation. You have these rights against the airline that operates the flight, and you can contact it directly, even if you booked through a portal. If the airline says it has already refunded the ticket price to the portal, contact the portal.

If your suitcase is delayed, damaged or lost, report it straight away at the airport to the airline and then in writing: damage within 7 days, a delay within 21 days of receiving the suitcase.

Booked a hire car through a car hire portal?

Booking, changes and cancellations before pick-up usually go through the portal you booked with. What happens at the counter and during the rental, such as the deposit, damage or a breakdown, you usually sort out with the local rental company. If you added full cover or excess reimbursement at the portal, you submit a damage claim there afterwards. Your confirmation says who is responsible for what.

Booked a package holiday through CHECK24?

Then the tour operator is your contractual partner, and CHECK24 brokered the booking. According to CHECK24, changes and cancellations go through CHECK24. If there is a problem during the trip, report it straight away to the tour guide or to the tour operator’s emergency number from your travel documents. You can contact either the tour operator or CHECK24 with questions and claims arising from the trip.

How to find the right provider

  1. Search your inbox for the confirmation, for example with “booking confirmation” or “reservation”. Check your spam folder too. Can’t find an email? Your card or bank statement shows who took the payment.
  2. The sender and the booking number show who you booked with. This is not always the airline or the hotel; often it is a travel portal.
  3. Use the contact details from that email or the help page from the list below.

Our partners’ help pages

The official help and contact pages of the providers we refer you to. The links go straight to their website, without any affiliate tracking.

Addresses checked on 20 October 2026. If in doubt, use the contact details from your confirmation email.

Beware of fake hotlines

Fraudsters place ads and fake listings in search engines and pose as the customer service of airlines or booking portals.

  • Only use contact details from your confirmation email or from the provider’s official website. The address is shown above for each partner.
  • Only share card details via contact details from your confirmation or from the official website. Never pass on passwords or confirmation codes, not even to a genuine customer service.
  • If you have already given card details via such a number, call your bank immediately and have the card blocked.
  • Nighthopper has no telephone hotline and never asks for payment or card details by phone, email or WhatsApp. Anyone posing as our customer service does not belong to us.

More on this from the European Consumer Centre Germany (opens in a new window).

Flight delayed or cancelled?

Then you may be entitled to compensation under EU law. You can check this step by step on our site.

You can claim it yourself from the airline free of charge. If the airline refuses or does not reply, a dispute resolution body can help you free of charge, for example the German travel and transport arbitration body Schlichtungsstelle Reise & Verkehr (opens in a new window) (for airlines that are members).

Check compensation

Questions about Nighthopper itself

A link leads nowhere, a price on our site differs a lot from the provider’s, or you noticed something on our site? Then we are the right people to ask. Prices change all the time; what counts is the price the provider shows in the last step before you book.

Write to us