Log inEnroll
Plan a trip
Educational ToursStudent Group TravelPassportsGo
1-800-332-7277Log in
EnrollPlan a trip
PassportsGo help · Group leaders · Settings, your account & support

Ask Passports a question

Open a Helpdesk ticket about your group, a rooming list or a hotel — and follow the reply.

About 2 minutes iPhone, Android & the web Group leaders 4 steps

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.

  1. Step 1

    Open the Helpdesk

    On Home, tap Helpdesk 1. A red number means Passports has answered. Helpdesk is also in the ☰ menu.

    The PassportsGo Home screen for a group leader, with a red Helpdesk tile showing 1 next to the Travelers and My Account tiles
  2. 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.

    The Helpdesk: a conversation titled Farewell dinner time with a red 1, and a New ticket button
  3. 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.

    Ask Passports: the title Wifi at the Florence hotel, a message asking whether wifi is included, Attach a file and Send
  4. 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.

    The conversation: the group leader's question from yesterday and a reply from Passports Helpdesk today, with a Write a reply… box

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, a hotel choice or the waitlist.

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. For the waitlist, use the Waitlisted section of your Traveler List: Add from waitlist sends your request, and Ask Passports there asks about it. Both go into one Waitlist request conversation. See Use the Traveler List.

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.

Still stuck?Call Passports at 1-800-332-7277 (Mon–Fri, 8am–4pm Eastern) or email passportsgo@passports.com. Real people in Worcester, Massachusetts.
All group leader guides

Screens show a sample family and tour — your names, dates and amounts will differ. Checked against the app September 28, 2026.

Still need a hand?

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.

1-800-332-7277Open PassportsGo on the web Looking for the parent & traveler guides? →