Ask Passports a question
Open a Helpdesk ticket about your group, a rooming list or a hotel — and follow the reply.
Ask the Passports team about your group, right in the app. Your question and every answer stay together in one conversation, and you get an email or a notification when Passports replies.
- Step 1
Open the Helpdesk
On Home, tap Helpdesk 1. A red number means Passports has answered. Helpdesk is also in the ☰ menu.
- Step 2
Start a new question
Your conversations with Passports are listed here 1, with a red number when there's a new answer. To ask something new, tap New ticket 2.
- Step 3
Write your question
Give it a short Title 1, type your Message 2 and tap Send 3. The conversation is about your group, between you and Passports.
Tap Attach a file to add a photo or a document: PDF, image or spreadsheet, up to 5 files of 10 MB each.
Also have a traveler of your own on this tour? Then you'll see Who is this about? first. Pick The group (as group leader) for a group question.
- Step 4
Read the answer
Tap the conversation to open it. Passports' answer 1 appears under your question.
To answer back, type in Write a reply… 2 and tap the send arrow 3.
Good to know
Who can read a group conversation?
You and the Passports team. Your chaperones and the families don't see it.
My question is about a rooming list or a hotel choice.
Tap Ask Helpdesk on that rooming list or hotel choice. The conversation stays linked to it, and while it's open, the same button takes you back to it.
A conversation says it's closed.
You can still reply. Replying reopens it.
Something is urgent.
Call Passports at 1-800-332-7277. Once your group is on tour, someone answers around the clock.
Screens show a sample family and tour — your names, dates and amounts will differ. Checked against the app September 23, 2026.
Call us. A real person in Worcester picks up.
Monday to Friday, 8am to 4pm Eastern — and around the clock once your group is on tour. Or email passportsgo@passports.com.