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
At the top 1, the Helpdesk says when Passports usually answers: 8 AM to 4 PM Eastern, Monday to Friday. A message sent after hours is answered the next business day.
Your conversations with Passports are listed below it 2, with a red number when there's a new answer. To ask something new, tap New ticket 3.
- Step 3
Write your question
Give it a short Title 1 and type your Message 2. As you type, These guides may answer your question 3 lists up to three help guides that may already have the answer. They open on passports.com, and you can still send your message.
Tap Send 4. The conversation is about your group, between you and Passports. Under Send, the same note says when Passports usually answers.
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.
When does Passports answer?
Usually 8 AM to 4 PM Eastern, Monday to Friday. A message sent after hours is answered the next business day. The Helpdesk says so at the top of your conversations, under Send, and under your message while it waits for a reply.
Can I look for the answer myself first?
Yes. On a new question, before you type, Have a how-to question? Browse the help guides opens the help center. Once you type, PassportsGo suggests the guides that match.
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. These conversations show when Passports answers, but no guide suggestions.
A conversation says it's closed.
You can still reply. Replying reopens it.
Something is urgent.
Call Passports at 1-800-332-7277: the Helpdesk is answered on weekdays, 8 AM to 4 PM Eastern. Once your group is on tour, someone answers the phone around the clock.
Screens show a sample family and tour — your names, dates and amounts will differ. Checked against the app October 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.