Help Centre
How can we
help?
Search the answers, or ask our team. We reply within 24 hours, and in an emergency during your trip we are on WhatsApp around the clock.
Browse by topic
- BookingMaking a booking, finding it again, and reaching us.6 articles
- PaymentPaying by card, currencies, fees and payment problems.6 articles
- Changes and CancellationsChanging, cancelling and refunds.4 articles
- Visas and EntryThe Cuba e-Visa, passports and what to carry.4 articles
- InsuranceThe cover you need and how to get it.2 articles
- FlightsFares, baggage, names and e-tickets.5 articles
- HotelsRates, check-in and special requests.3 articles
- Tours and TransfersDay tours, airport transfers and delays.3 articles
- Heyo RewardsMiles, tiers and missing Miles.2 articles
- AgenciesWorking with Heyo Travel as a partner agency.5 articles
- Account and PrivacySigning in, your details and your data.4 articles
Where most people start
- What to do in an emergency during your tripWrite to us on WhatsApp at +1 (929) 614-9758, at any hour, every day of the year. Say your name and your booking reference if you have it,…
- How do I make a booking?Choose your trip, hotel, tour or transfer on our website, enter the travellers’ details and pay. You receive your booking reference…
- When do I pay?When you book. Payment is taken by card in the same step as the booking, and your receipt comes with your booking reference. One card…
- How do I ask for a change or a cancellation?Open a support request, choose Cancellation or change, pick your booking and tell us what you need. We check the terms of each service in…
- Cuba: the e-Visa and the D’Viajeros declarationMost visitors to Cuba need a Cuba e-Visa instead of a consular visa, and must complete the D’Viajeros arrival declaration before…
- Where do I find my booking?Your booking reference is in the confirmation email and starts with HY. Open your booking with the reference and the email address you…
Travelling right now?
For an emergency during your trip, write to us on WhatsApp at +1 (929) 614-9758. We are there at any hour, every day of the year.
We answer within 24 hours
Every request gets a number and a private page where you follow the conversation, add files and reply.