TicoChico : Tour Leaders FAQ

Frequently Asked Questions

Please check that your email address has been entered correctly. If you still cannot log in, it may be because you have not been added to a tour before. Please contact your agency or Kuoni Tumlare representative to check that your tour is ready and they have your correct email address.

Please firstly check your spam/junk folder. If you still cannot locate the email, please contact your Agency or Kuoni Tumlare representative.

You will need to be assigned by your agency or Kuoni Tumlare representative in order to see the tour in the app. Please contact your agency or Kuoni Tumlare representative to check that your tour is ready and to assign you to the tour.

Both calling and messaging support is available in the app during live tours. Messaging is only supported during the relevant locations’ business hours (Mon-Fri, 08:00-18:00) and will respond within 1 hour during these hours. The customer service team is available 24/7 via phone. Therefore, if your query/request is urgent and requires a response on the same day, please call the relevant country number found within the app.

If you require support before the tour starts, please call or contact your agency or Kuoni Tumlare representative directly on email.

TicoChico is currently only supported in English.

For services where a voucher is required, it still needs to be printed and handed to the supplier. It depends on the supplier whether they need to have the voucher printed or not. Thank you for your understanding.

Yes, indeed. Once the tour is downloaded to your phone, you can access it offline. If there are any changes, your itinerary will be updated automatically when you are back online.

Your full tour itineraries can be found in the app for up to 5 days after the tour is completed. A list of your previous tours will also be displayed in your profile for up to 30 days after your tour completed. You can also leave feedback during this time. After this period, it will be removed from your view.

If available, driver contact details can be added up to one day prior to the service starting. If it is not visible in the mobile app, please try calling the supplier directly. Thank you for your cooperation.

You can tap the help button to contact support via phone any time. You will need to select the country in which you require support in. You'll then be presented with their contact number.
Messaging is supported for live tours during the relevant locations’ business hours (Mon-Fri, 08:00-18:00) and will respond within 1 hour during these hours. If your query/request is urgent and requires a response on the same day, please call the relevant country number found within the app.

If you have any changes, updates or need to record something about the tour, if it is ahead of the tour commencing, please contact your agency or Kuoni Tumlare representative. If your tour has already started, please contact the relevant country Customer Support number found under ‘Help’ in the app, who will be happy to help.

An itinerary item will appear with a hashed background when there is a booking or change pending confirmation. If this appears after the tour has commenced, please contact Customer Support if you have any queries.

Currently, only Kuoni Tumlare vouchers can be viewed and downloaded in the app. All other third-party tickets and vouchers for entrance/excursions should be received in email as normal and/or printed ahead of time.

We'd love to hear about your experience with TourGuide and welcome your feedback. You can leave us feedback by clicking on 'Give us feedback' within the Help section of the app.

Queries should be seperated by the country they relate to. Please open separate messages for each location that you require support in.