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FAQs - Frequently Asked Questions

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Your Traworld Account

  • How do I create an account?
    There are three ways you can sign up for a Traworld account via the Traworld website or the Traworld app:
    • Email Address:
      1. Click/tap the Register button on the homepage.
      2. Enter your email address and create a password. Then, you may click/tap the Register Now button.
      3. A 6-digit verification code will be sent to your email address. Please check your spam/junk folder if you did not receive it in your inbox.
      4. Enter the code and click/tap on Submit. Now you may start planning your next holiday!
    • Facebook or Google account:
      1. Click/tap the Register button on the homepage.
      2. Select Log In with Facebook or Google.
      3. Login to your Facebook or Google account and start planning your next holiday!
    • Mobile Number:
      1. Click/tap the Register button on the homepage.
      2. Enter your mobile number and create a password. Then you may click/tap on Request TAC.
      3. A 6-digit TAC code will be sent to your mobile number.
      4. Enter the TAC code and click/tap on Submit. Now you may start planning your next holiday!
  • I have forgotten my password. How can I reset my password?
    • Email Address:
      1. Click/tap Forgot Password on the login page.
      2. Next, enter your registered email address. Then, you may click/tap on the Send Verification Code button.
      3. A 6-digit verification code will be sent to your registered email address.
      4. You will be redirected to the password reset page to enter the verification code and click/tap on Submit.
      5. Enter and confirm your new password.
      6. After that, click/tap on Submit. You may now login with your new password.
    • Mobile Number:
      1. Click/tap on Forgot Password on the login page.
      2. Next, enter your registered mobile number. Then, you may click/tap Send TAC Code.
      3. A 6-digit TAC code will be sent to your registered mobile number.
      4. You will be redirected to the password reset page to enter the TAC code and click/tap on Submit.
      5. Enter and confirm your new password.
      6. After that, click/tap on Submit. You may now login with your new password.
  • How do I change my email address?
    There are two ways to change your email address. To change your email address on the:
    • Traworld Website:
      1. First, login to your Traworld account.
      2. Next, click your username at the top right corner of the page and select My Account.
      3. Enter your new email address in the email address section and click on Update.
      4. A 6-digit verification code will then be sent to your new email address. The verification code is only valid for 2 minutes. Please verify your new email address within the time limit.
      5. Go back to My Account and look for the message box “You have updated your email address” at the top of the page, then you may proceed to the “click here” button to verify your email address.
      6. After that, proceed to the verification code input page to enter the 6-digit verification code. If you did not receive the code or if the code has expired, please click Resend and repeat steps 4 to 6 accordingly.
      7. Finally, click Submit and you are good to go!
    • Traworld App:
      1. Login to your Traworld account.
      2. Tap My Account at the bottom right corner and proceed to the Profile Information page.
      3. Next, enter your new email address in the email address section and tap Update.
      4. A 6-digit verification code will be sent to your new email address. The verification code is only valid for 2 minutes. Please verify your new email address within the time limit.
      5. Go back to My Account and proceed to click the message “Click here to verify your email address” in the red message box.
      6. After that, proceed to the verification code input page to enter the 6-digit verification code. If you did not receive the code or if the code has expired, please click Resend and repeat steps 4 to 6 accordingly.
      7. Finally, click Submit and you are good to go!
  • How do I delete my account?
    Pending
  • How do I change the language and currency settings for my account?
    There are two ways you can change your preferred language and currency:
    • Traworld Website:
      To change your preferred language: -
      1. Click on the language icon located at the top right section next to Shopping Cart.
      2. After that, select your preferred language from the drop-down menu.
      3. Currently, the languages available are English, Simplified Chinese, and Traditional Chinese.

      To change your preferred currency: -
      Currently, our transactions are only available in Malaysian Ringgit (MYR). We will incorporate more currencies soon.
    • Traworld App:
      To change your preferred language: -
      1. Login to your Traworld account.
      2. Tap My Account at the bottom right corner.
      3. After that, tap Settings at the top right corner of this page and proceed to “Language” to select your preferred language.
      4. Currently, the languages available are English, Simplified Chinese, and Traditional Chinese.

      To change your preferred currency: -
      Currently, our transactions are only available in Malaysian Ringgit (MYR). We will incorporate more currencies soon.
  • How do I update my profile information?
    There are two ways to update your personal information. To update your personal information on the:
    • Traworld Website:
      1. Login to your Traworld account.
      2. Click your username at the top right corner of the page and select My Account.
      3. After that, you may update your Profile Information on this page.
      4. When you are done, click Update. Your updated information will be saved on our server.
    • Traworld App:
      1. Login to your Traworld account.
      2. Tap My Account at the bottom right corner.
      3. After that, you may update your Profile information on this page.
      4. When you are done, tap Update. Your updated information will be saved on our server.

Making a Booking

  • Can I make a booking without a Traworld account?
    Unfortunately, no. You will need to register for a Traworld account to enjoy our exclusive deals and promotions, gain easy and unlimited access to Traworld’s website and app, and receive bookings confirmations, updates as well as additional booking details.
    You may register with either your email address, mobile number, Google or Facebook account.
  • How do I make a booking?
    Once you have logged in to your Traworld account, you may search and select from a wide range of travel products and services such as accommodations, activities, destinations, flights, transfers etc on our platform.
    After you have made your selections, you may proceed to the payment page to complete your booking transaction.
  • How will I know if my booking has been confirmed?
    Upon each successful payment, you should receive a confirmation email along with your travel voucher and itinerary details attached.
  • I have not received a confirmation email for my booking. What should I do?
    If you did not receive a confirmation email for your booking within 24 hours, please check your spam/junk folder. You may retrieve your booking details from My Bookings on your Traworld account.
    Alternatively, you may email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • Can I save a product or service to book later?
    Yes, of course! You may add/save a wide range of travel products and services such as accommodations, activities, destinations, flights, transfers etc to My Wishlist.
    To add items to your wishlist, simply click/tap the heart icon next to any available products and services. These items will be saved to My Wishlist for further viewing and booking purposes.
    Please note that we cannot guarantee that the price of your item will remain the same as when you initially saved it due to the offer and promotional period being set and updated by the merchant.
  • Can I make a booking on behalf of my friends and family?
    Of course, the more the merrier! Please make sure to provide their relevant details accurately when you checkout.
  • Where does the time on the booking reflect?
    All times and periods shown reflect the local time of the selected destination.
    For example:
    Activity: Day Ticket to KL Tower, Kuala Lumpur.
    Time: 9.30am – 11.30am
    This means that the above activity begins at 9.30am and ends at 11.30am in Kuala Lumpur.
  • Why can’t I select my preferred date/time of the product or service?
    This could mean that your preferred date/time of the product or service is no longer available, has been sold out, or has yet to be available for booking.
  • Why can’t I complete my booking?
    Often, this could mean that the selected item in your shopping cart is no longer available or has been sold out.

Making a Payment

  • How do I know if my payment is secure?
    Each transaction uses senangPay, a secure payment gateway service provider that accepts all credit and debit cards as well as FPX merchants.
    • Sensitive data such as your credit/debit card details will not be stored.
    • Requires a 6-digit secure code which will be sent to your mobile number with each transaction made.
    • Uses SSL (Secure Socket Layer) and is monitored by a Fraud Detection team to prevent fraudulent cases.
  • What payment methods can I use?
    With senangPay, you may choose to use any international and local credit/debit cards as well as FPX to checkout your shopping cart.
  • What currencies does Traworld accept?
    Currently, our transactions are only available in Malaysian Ringgit (MYR). We will incorporate more currencies soon.
  • Will I be charged an international transaction fee for bookings that are outside of Malaysia?
    No. There will be no international, or any, transaction fees. However, your credit/debit card issuer or third-party payment platform may charge you a transaction fee. Please refer to your card issuer or payment platform for more details.
  • My payment transaction was successful, but my booking was unsuccessful. What should I do?
    Please email us at [email protected] or speak to us via LiveChat. Our Live Chat customer service representatives are ready to assist you.
  • Can I make a booking and payment in person at your office?
    Sorry, we do not provide in-person booking and payment services at our office. Please make your bookings via your Traworld account on our platform.
  • Where can I find my receipt after successful payment?
    Upon each successful payment, you should receive a confirmation email with your booking receipt along with your travel voucher and itinerary details attached.
    Alternatively, there are two ways to retrieve your receipt:
    • Traworld Website:
      1. Login to your Traworld account.
      2. Click your username at the top right corner of the page and select My Bookings.
      3. Select the booking you wish to view and click View Details.
      4. Click on Receipt. You can either choose to download or print your receipt.
    • Traworld App:
      1. Login to your Traworld account.
      2. Tap My Bookings located at the bottom right corner.
      3. Select the booking you wish to view and tap View Details.
      4. Tap Receipt. You can either choose to download or print your receipt.

Managing my Booking

  • How can I amend my booking details?
    You may choose to amend your booking within a certain period set by the merchant. Please make changes using:
    Alternatively, there are two ways to retrieve your receipt:
    • Traworld Website:
      1. Login to your Traworld account.
      2. Click your username at the top right corner of the page and select My Bookings.
      3. Select the booking you wish to amend and click on Amendment request.
      4. After you have made the changes, click Submit to save.
      5. The changes made for your booking will be processed for approval and can be found under the Pending status.
      *You will only be able to amend primary information such as your name, birthday, nationality, and contact information.
    • Traworld App:
      1. Login to your Traworld account.
      2. Tap My Bookings located at the bottom right corner.
      3. Select the booking you wish to amend and tap on Amendment request.
      4. Once you are done with the changes, click Submit to save.
      5. The changes made for your booking will be processed for approval and can be found under the Pending status.
      *You will only be able to amend primary information such as your name, birthday, nationality, and contact information.
  • How will I know if the amendments to my booking were successful?
    After you have submitted an amendment request, we will notify you via email once your request has been approved.
  • I would like to change the number of guests on my booking. How do I add/remove guests from my booking?
    1. To add a guest, you may make a separate booking for your guest instead of editing your current booking.
    2. To remove a guest, you may cancel your current booking within the cancellation time frame to avoid any cancellation charges. Then, please proceed to make a new booking with the updated number of guests.
    These are our recommended methods to amend the number of guests to avoid any confusion and inconvenience.

Cancellations and Refunds

  • How do I cancel my booking?
    We are sorry you have decided to cancel your booking. To do so:
    • Traworld Website:
      1. Login to your Traworld account.
      2. Click your username at the top right corner of the page and select My Bookings.
      3. Select the booking you wish to cancel and click Cancel Booking.
    • Traworld App:
      1. Login to your Traworld account.
      2. Tap My Bookings located at the bottom right corner.
      3. Select the booking you wish to cancel and tap Cancel Booking.
  • How will I be refunded?
    Once your refund request has been approved, the paid amount will be credited into the account of the payment method you have selected for the booking.
    If you wish to refund to another bank account, please email us at [email protected] or speak to us via LiveChat.
  • What does it mean if I have not received my refund?
    Payment transactions made by credit/debit cards will take around 21 days to be credited into your account. However, this varies from bank to bank. Please check with your card issuer for more details.
    If you still have yet to receive your refund after 21 days from the day of cancellation, please email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • What should I do if my flight has been cancelled, changed or delayed?
    Depending on the service provider (merchant or airline) of your booking, you may choose to reschedule or request for a refund with respect to their cancellation and refund policy.
    Please contact your service provider. Alternatively, you may email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • Can I still get a full refund if the grace period for cancellations and refunds has ended?
    You will not receive a full refund if you have exceeded the deadline for cancellations and refunds. However, this may also be decided on a case-by-case basis depending on the reason(s) for exceeding the deadline.
    Please refer to Traworld’s and your service provider’s cancellations and refund policy. Alternatively, you may email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • I am not able to travel/participate in time for my booking due to unforeseen circumstances such as natural disaster, health threat, war, and politically-charged reasons. What can I do?
    If your booking was cancelled by your service provider, you will receive a full refund for the said booking.
    If you choose to cancel your booking, we will investigate the reason(s) for cancellation on a case-by-case basis to come up with appropriate decisions. Please email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.

My Bookings

  • Where can I retrieve my service provider’s information?
    Please go to My Bookings to view your booking details. Alternatively, you may refer to the confirmation email which was sent to your registered email address upon successful payment of your booking.
    However, we will not be able to share or reveal the contact information of your service provider as part of our commitment towards data privacy and protection. Should you need help, please email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • I can’t get in touch with my service provider. What should I do?
    Please email us at [email protected] or speak to us via LiveChat. Our LiveChat customer service representatives are ready to assist you.
  • What personal documents will I need to bring to verify my identity?
    Depending on the type of products/services that you booked, your service provider might need to confirm your identity by referring to your passport or ID card.
    Please refer to the confirmation email which was sent to your registered email address upon successful payment of your booking. It may state the relevant documents you will need to bring in order to verify your identity. Alternatively, you may check the products/services page for further details.
  • Can I present a mobile voucher as proof of booking?
    Usually, you may simply present your mobile voucher upon arrival as proof of booking. However, there may be occasions where you are required to provide a printed copy of your voucher.
    Please refer to the confirmation email which was sent to your registered email address upon successful payment of your booking. It may state whether you will need to present a printed copy of your voucher.
  • Where can I find further details of my booking?
    You may go to My Bookings in your Traworld account to find additional booking details. You can also refer to the confirmation email which was sent to your registered email address upon successful payment of your booking. Alternatively, you may check the products/services page for further details.
  • I am unable to arrive at the meet up point or destination on time, what should I do?
    If you are unable to be on time for your booking due to an unexpected delay caused by an event that is out of your control, please notify your service provider at least 24 hours beforehand. The service provider may allow you to change your travel time or date or issue a refund for the booking.
    However, please note that if you miss the itinerary due to your lateness, you will be automatically deemed to have abandoned the booking and no refund will be issued.
    For more details, please refer to the terms and conditions set by your service provider.

Traworld Rewards

  • What are Traworld Rewards?
    Traworld Rewards aims to engage and build a relationship with our customers that extends beyond the moment of purchase. We want to add value to the experience of our loyal customers by rewarding them with our reward points for their continuous support as we continue to invest in their lifestyle.
  • How do I become a member of the programme?
    You will automatically be enrolled in our rewards programme upon successful registration for a user account on our website or mobile application where you can begin earning reward points.
  • How do I earn reward points?
    There are three ways you can earn rewards points:
    • By making a reservation, rental and/or booking for any intended service via our website or mobile application
      Upon your first successful transaction, we will instantly reward you with 10 reward points as our way of welcoming you aboard! These points will be parked under “First Purchase Rewards” on your reward points tab.
      For every subsequent successful transaction, you will receive reward points worth 5-10% of the payable amount.
    • By leaving us a review
      We encourage you to share your experience and satisfaction with our service(s) and/or merchant(s) after your trip. This will help us better understand your needs as well as to better serve you and our future customers.
      With every successful review of the product/service/merchant, you will earn 10 reward points which will automatically be credited to your user account.
      However, you will need to submit your review within 12 months from the end date of your trip to be entitled to these points. Once the date has lapsed, you will not receive points for the submitted review.
    • By simply celebrating your birthday
      For your birthday, you are entitled to 10 reward points! Simply redeem your points when you visit our website or mobile application on your birth month.
  • How are the reward points calculated?
    For every successful transaction, you will receive reward points worth 5-10% of the payable amount.
    Example:
    Andy, a customer, purchased a tour package worth RM242 using a RM10 cash voucher. This brings his payable amount to RM232. Upon successful payment transaction, Andy received 23 reward points on his user account.
    Breakdown:
    RM232 x 10% points = 23.2 points.
    After rounding to the nearest whole number, it gives us 23 points.
  • Will I lose my reward points If I remove my review(s)?
    Unfortunately, yes.
    Just like how the points will automatically be credited into your user account upon successful submission of your review, they will also be withdrawn in an instant upon your removal of the post. You may attempt to resubmit your review; however, you will not receive the 10 reward points for this post again.
    If you do not have sufficient reward points for the deduction, our system will create a negative value of the said points on your user account.
  • I am a new user. Will I be able to claim my Birthday Reward for the year?
    Yes! You are entitled to your Birthday Reward as long as you register for a user account in or before your birth month in the calendar year.
    Please note that if you make amendments to your birthday after the initial set up or register for a user account after your birth month, you will only be able to claim the Birthday Reward in the following calendar year.
  • How long will my reward points be valid for?
    Your reward points will be valid for 12 months from the end date of each trip.
  • How can I use/redeem my reward points?
    For every reward point you have, it holds a value of RM0.10. You may use your points to redeem cash voucher(s) or to offset the payable amount in your next transaction.
    Example:
    Andy has collected 23 reward points from his previous purchase. He would like to purchase another tour package worth RM500. He chooses to offset RM2.30 of the payable amount with his collected points. As a result, he is only required to pay RM497.70 for the selected tour package.
    Breakdown:
    1 reward point = RM0.10
    23 reward points = RM2.30
    RM500 (tour package) - RM2.30 = RM497.70
  • I have more than one Traworld account. Can I merge my reward points into one main account?
    The reward points are strictly non-transferable nor are they exchangeable for its value in cash.
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  • 03-27710392
  • Unit 3A-2, Level 3A, UOA Corporate Tower, Bangsar South City, No 8, Jalan Kerinchi, 59200 Kuala Lumpur.

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