The five most frequently asked questions about bookings

10-04-2025 – Booking a trip with a travel organisation affiliated with STO Garant? Then you don’t pay the organisation directly, but via a special third-party account that safeguards your payment until after the trip. But what if you have a question about your booking itself?

We regularly receive questions from travellers about their bookings. Understandable, of course. But did you know that most of these questions are best answered by the travel organisation you booked with? In this article, we’ll explain which questions are better directed to your travel organisation – and why. This way, we can help you faster.

1. Can I change my booking?

In many cases, yes – but only the travel organisation can make those changes for you. STO Garant secures your payment but cannot modify bookings. Please contact the organisation you booked with.

2. Can I cancel my booking?

Cancellations must also go through the travel organisation. They’ll handle your request according to their own cancellation terms. Already made a payment? The travel organisation will inform us so we can settle the payment correctly. Unfortunately, STO Garant cannot process cancellations directly on your behalf.

3. When will I receive my travel documents?

Your travel documents will be sent by the travel organisation, usually shortly before departure. We don’t have insight into this process. Haven’t received anything and your trip is coming up? And the travel organisation isn’t responding? Please contact us – we’ll be happy to help.

4. Can I get an invoice for my booking?

The invoice comes from the travel organisation. Since STO Garant doesn’t sell travel services, we’re unable to provide invoices. Haven’t received one yet? Contact your travel organisation.

5. How do I know if my booking is covered by the STO Garant scheme?

You can check on our website whether your travel organisation is affiliated with STO Garant. Found their name? Then use our checklist “What should I pay attention to as a traveller?” Please note: only payments made via our third-party account are covered by our guarantee.

Still have a question?

Is your question not listed, or are you unsure who to contact? Take a look at our other frequently asked questions for travellers or get in touch with us. We’ll be happy to help.