Contact
Who to write to, and what happens after you do
One address, a plain account of what each kind of message is for, and what to include so that a report is answered the first time. There is no guaranteed response time on this page, and the reason for that is written below rather than left out.
Address
One address, three kinds of message.
Everything goes to connectivity@rezroute.com. The three kinds of message below are read for different reasons, so say which one yours is in the subject line.
General and new connections
First enquiries from operators, questions about whether a connection is possible, anything to do with a connection that does not exist yet.
Not this: A live problem stopping bookings. Say so at the start of the subject line.
Operator support
A connection that is behaving wrongly: a booking that did not arrive, availability that does not match your calendar, an identifier that maps to the wrong product, a cancellation that did not take.
Not this: Changing a departure or a price. Those are done in the marketplace portal that holds them, not by writing to us.
Channels, partnerships and integration review
Sales channel partnership and connectivity teams, certification and technical review, security and data protection questionnaires, and anything to do with the specification itself.
Not this: Operator support. Say in the subject line which kind of message it is.
Data protection requests, including access and erasure requests, go to connectivity@rezroute.com. That address is also named in the privacy notice.
Coverage
How support is reached.
Support is by e-mail to connectivity@rezroute.com, Monday to Friday, 09:00 to 17:00 Cyprus time (Europe/Nicosia). No telephone support line is published.
Outside those hours, a failure that stops bookings is answered seven days a week through the same mailbox: put URGENT in the subject line and say which tour and which departure is affected. The response time for such a failure is [TO CONFIRM: response time for a booking-stopping failure outside hours].
Follow-up
If the first answer does not resolve it.
First message
Write to support, with the detail listed below
Most connection problems are answered here, and a report with the references in it is answered faster than one without, because nothing has to be asked twice.
Follow-up
Write again if bookings are affected, or if nothing has come back
Write again rather than waiting if travellers cannot book, if seats are being offered that do not exist, or if you have had no reply at all. Reply to your own message and quote the original, so that the history travels with it.
What to put in a report
- The product identifier, and the tour name in your own words.
- The channel the booking or the query came from.
- The date and time it happened, with the time zone you are quoting.
- The reference the channel gave: a reservation reference, a booking reference, or both.
- What you expected to see, and what you saw instead.
Where a booking change is actually made
Support helps with the connection itself. A change to a booking is made in the marketplace that holds it, or by the channel that sold it, depending on the rules of that channel.
Channel side
The contact the specification requires.
GetYourGuide requires a connectivity service to name a technical contact who answers within 24 hours or by the next business day, and to give at least 30 days notice of changes affecting connectivity. Those commitments are made to GetYourGuide, they cover the channel side of the integration, and they are not a support response time for operators.
The named technical contact is Aurimas Songaila, reachable at connectivity@rezroute.com. Channel connectivity teams and integration reviewers write there; security and data protection questionnaires reach the same person at the same address.
Legal entity
The company behind the service.
- Registered name
- DEMCYN LTD
- Registered address
- Vavyla 3, Block A, Flat/Office 204, Pera Chorio Nisou, 2572 Nicosia, Cyprus
- Company registration number
- HE 491561
These details are published because they are checked: channel partnership teams verify that a real company stands behind a connection, and operators verify who is invoicing them.
DEMCYN LTD owns this service and is the company behind Cyprus Bucket List. The service routes for two marketplaces, The Greek Local and Cyprus Bucket List. That relationship is set out on the architecture page rather than left for a reviewer to discover.