Contact and support for early-booker.com
Need help using the portal, have a technical question or want to know who is responsible for an existing booking? This page helps you find the right contact route and explains which information can help us direct your enquiry more quickly.
Important portal information: Bigmedia24 Dynamics Ltd. provides the technology and portal infrastructure for early-booker.com and is neither a tour operator nor an online travel agency. For a specific travel service, the relevant contact point is normally the provider or service provider identified in your booking confirmation.
Website chat
Open at the bottom rightFor general portal questions, guidance and technical issues.
Portal Support
support@bigmedia24.comPlease describe your enquiry, the affected page and the approximate time as clearly as possible.
Which contact route is right for your enquiry?
General portal question
Use chat or email if you need help with navigation, search, destinations or general portal functions.
Technical problem
Report broken pages, displays, translations or functions and include the exact page, device, browser and approximate time.
Existing booking
Check your booking confirmation first. It should identify the contractual partner, booking reference and responsible contact point.
Cancellation or amendment
Open the booking-management area first. Whether a change is possible depends on the provider and selected rate.
Problem during your trip
Contact the hotel, carrier, rental company or activity provider as soon as possible so that the issue can be assessed while you are there.
Payment or refund
Contact the provider identified in your confirmation or payment record. Portal Support cannot replace the provider’s decision on payment or refund matters.
How to get the right help more quickly
Identify the type of enquiry
Is the issue about the portal, a search, a technical error or a specific booking?
Review your documents
Open your booking confirmation, booking reference and any previous messages from the responsible provider.
Describe the issue clearly
Briefly explain what you expected, what actually happened and when the problem occurred.
Add supporting evidence if useful
Where appropriate, include a screenshot without unnecessary sensitive information or copy the relevant error message.
Information that can help with a support request
- Type of enquiry or travel service
- Exact page or affected offer area
- Date and approximate time of the problem
- Device, operating system and browser
- Selected portal language
- Exact wording of any visible error message
- For bookings: provider and booking reference
- For payments: amount, date and displayed recipient
Security information: Never send passwords, one-time login codes, full payment card numbers, card security codes or identity-document copies through chat or email unless the responsible provider has supplied a dedicated secure process specifically for that purpose.
For further guidance on protecting your booking and personal information, visit our Security & Trust page.
How to report a technical problem effectively
A precise error report is far more useful than simply saying that something “does not work”. Describe the final steps you took before the problem appeared and whether it still occurs after reloading the page.
- Full page address or page title
- Button clicked or function used
- Search criteria entered, without personal information
- Desktop, tablet or mobile device
- Browser name and, where possible, version
- Portal language at the time of the problem
- Screenshot showing the error message
- Whether the issue can be reproduced
Before reporting: Reload the page once, check your internet connection and, where appropriate, try a private browser window. However, do not repeat a booking process without checking first if a payment may already have been taken or a booking may already have been confirmed.
Existing bookings, amendments and cancellations
For an existing booking, the contractual partner identified in the confirmation is the most important contact point. Cancellation rules, amendment charges and refund options depend on the exact rate you booked.
Find your booking
Have your booking reference and the email address used for the booking ready.
Check the conditions
Review the cancellation deadline, charges, payment status and any non-refundable conditions.
Use the correct management route
Use the amendment or cancellation process shown in your confirmation or booking-management area.
Urgent problems during your trip
If there is a problem with a travel service that is currently being provided, inform the service provider promptly at the destination. This gives the provider the opportunity to assess the issue and, where possible, resolve it.
- Accommodation: contact reception or the accommodation provider
- Flight: contact the airline or responsible booking partner
- Car hire: contact the rental location or the stated roadside-assistance or emergency number
- Activity: contact the local operator or the contact shown for the meeting point
- Document the issue with photographs, time and the name of the person contacted
- Keep receipts for necessary additional expenses
Emergency: In the event of immediate danger, a medical emergency, accident or suspected crime, contact the local emergency, police or rescue services first. Portal Support is not an emergency service.
Support by type of travel service
Hotels
For rooms, check-in, meals, special requests and problems at the property, contact the hotel or booking partner.
Holiday apartments
For keys, deposits, cleaning, house rules and access to the property, use the contacts shown in your confirmation.
Flights, trains and buses
For check-in, baggage, delays, cancellations and carriage, use the contacts provided by the carrier or booking partner.
Car hire
For deposits, insurance, vehicle collection, damage and breakdowns, contact the rental company or provider identified in your booking.
Activities
For meeting points, start times, vouchers, operation and weather-related changes, contact the activity operator.
Portal and language
For navigation, display, translations and technical portal functions, contact Bigmedia24 Dynamics Ltd.
Why use chat instead of an open contact form?
The integrated chat allows follow-up questions and structured routing without leaving a publicly accessible form open permanently to automated spam. Alternatively, you can contact Portal Support by email or telephone.
The chat does not replace the booking-management or contact routes of the travel provider. For a specific booking, you may be directed to the responsible contact point shown in your confirmation.
Clear responsibilities within support
Portal Support
Helps with the use of early-booker.com, technical issues and identifying the correct contact route.
Booking partner
Handles rate- and booking-related questions in accordance with its confirmation and applicable conditions.
Service provider
Is responsible for the actual performance of accommodation, transport, vehicle rental or activity services.
What takes precedence: The contact details and responsibilities stated in your specific booking confirmation take precedence over the general support information on this page.
Frequently asked questions about contact and support
Can Portal Support change my booking directly?
Not automatically. Changes depend on the selected rate and are processed by the responsible booking partner or provider. Portal Support can help you identify the correct route.
Can I cancel a booking by telephone?
Use the cancellation route stated in your confirmation. A telephone enquiry to Portal Support does not necessarily constitute an effective cancellation with the contractual partner.
Why does support need my booking reference?
It helps identify the provider, travel service and correct management route. Only provide the information that is necessary and never send passwords or complete payment details.
What should I do if I cannot identify the contractual partner?
Check your booking confirmation, payment record and the sender of the booking email. If it is still unclear, Portal Support can help you identify the likely responsible contact point.
Can Portal Support promise a refund?
No, unless Bigmedia24 Dynamics Ltd. is expressly responsible for the specific transaction. Refunds depend on the contractual partner, selected rate, payment route and mandatory legal rights.
Which languages are available for support?
Bigmedia24 Dynamics Ltd. Travel Support is available in English and German. Individual partners may offer different languages and support hours.
What should I do if I receive a suspicious message?
Do not click unfamiliar links or send login details or one-time codes. Compare the sender and booking information with your confirmation and contact the provider using a verified contact route.
Is Portal Support an emergency service?
No. In the event of danger, an accident, medical emergency or suspected crime, contact the local emergency and rescue services.
Use the right support route
For general portal questions, open the chat at the bottom right or contact Travel Support. For an existing booking, check your confirmation, contractual partner and booking reference first.