Ask Passports a question
Open a Helpdesk ticket — billing, rooming, travel — and follow the reply in the app.
Ask the Passports team anything about your traveler's trip, 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.
Before you start
- PassportsGo, signed in as the traveler or a parent or guardian.
- 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 and type your Message 2.
Under Who can see this conversation? 3, keep Everyone on this account so the traveler and both guardians can read and reply, or pick Only me. Then tap Send 4.
Tap Attach a file to add a photo or a document: PDF, image or spreadsheet, up to 5 files of 10 MB each.
- 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
Is there a quicker way to ask about my traveler?
Yes. On your traveler's page (Account), tap Ask Passports. The conversation is already about that traveler.
I have a question about the bill.
On Finance, use Question about your bill?. That conversation is for the billing contacts, so a traveler who can't see Finance won't see it either.
What does Only me change?
Passports' replies come to you alone, and the rest of the account won't see the conversation.
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.