Support response times and escalation
2 minsupportresponse timeescalation
MondoMate support prioritises active travel issues above general questions. We do not publish fixed response time commitments — response times vary depending on volume and the complexity of the issue.
How to get a faster response
The best way to speed up your case is to include all relevant details upfront so we can act without going back and forth.
Escalation
If your issue is not resolved after initial contact, reply to the same conversation with an update. We review open cases regularly and will escalate urgent travel issues.
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