Contact StudentUniverse

We love hearing your thoughts, comments and feedback on our products, services and website.

With your valuable feedback, we're able to improve our site and service to continue to better serve you. It's our mission to make it as easy as possible for you to find us and get great deals on your travel, so we've listed every way you can get in touch.

Answers to many common questions are available on our FAQ page.


Customer Service

Update March 29, 2020:

ALERT: COVID-19 / Coronavirus

We're prioritizing urgent requests. The global situation with COVID-19 / coronavirus has impacted every traveler in the world. Our customer care team is prioritizing urgent needs, such as flights within the next 72 hours. If your flight is not within the next 72 hours, please be sure to read all FAQs carefully before contacting us.

All departments within StudentUniverse are working around the clock to help our customers, but at the same time, we also need to keep our global staff safe while respecting their personal health concerns, local quarantine rules, etc. Please keep that in mind while working through your questions.

We know a lot of travelers still have questions. Here are the best ways to get help as soon as possible:

  • Cancel: If you want to cancel your flight for future credit, and you know and agree to the airline terms, you can cancel your own flight by going to the "My Trips" page and following the prompts. Please note that we can *NOT* reinstate your flights for you if you cancel them.
  • Change: If you would like to change your dates, you can request a change by going to the "My Trips" page and following the prompts to request a change. Please note this will cancel your current flight reservation and an agent will reach out shortly to complete your change. Please allow us time to process, since we're trying to prioritize the most immediate dates first.
  • Refunds: At this time, most every airline is issuing credits for future travel, and are unfortunately not issuing refunds. We know this presents a hardship to many people and we will do our best to obtain refunds where airline policy allows.
    • Rules around refunds have been changing rapidly.
    • If you are contacting us because you'd like a refund instead of credit for future travel, we urge you to check your airline's policy regarding the coronavirus pandemic. The vast majority of flights, even if canceled by the carrier, fall into the category of only granting credit for future travel.
    • However, because airline policies are changing frequently, so you may have been told you have credit and a refund is now due. StudentUniverse will follow the airline's policy. Escalating your request to a supervisor will not change that.
    • Please research your airline's policies around refunds before contacting us. If you feel you do qualify for a refund, or want to discuss options; please be patient and use our Contact Form with your information and the airline policy that may qualify you for a refund. If the airline policy allows, StudentUniverse will advocate for that refund on your behalf. With the unprecedented volume, this process will take longer than usual (weeks to months). We ask you to please be patient with us.
    • Any refunds granted will be delayed until the situation stabilizes. Once the situation stabilizes, and only if your airline allows, we will try to advocate for refunds on your behalf. This process can take several months.
    • There is more detailed information about refunds on our COVID-19 FAQ page.
  • Other questions: If you have other questions about the coronavirus and how it has affected, or may affect, your travel plans, please see our FAQ page.
  • Reaching an agent: Remember that we are currently experiencing an unprecedented number of requests and are prioritizing flights that need to be changed/cancelled in the next 72 hours. If your flight is more than 72 hours away, please be patient as we will respond to your message as soon as we can.

Please continue reading our detailed FAQs about how we're tackling the COVID-19 crisis.

Phone Numbers:

  • 0808 234 4107 (Free of charge from a UK landline, mobile charges may apply)
  • +1 617 321 3281 (From outside the UK, charges may apply)
  • Chinese speaking agents: 400 678 9251 (Toll-free within China) or +1 617 409 0102 (from other locations)
  • WeChat Service Account: StudentUniverse服务号 (ID: SU_service, Chinese agents)

Please note that the international dialing prefix may vary in different countries. Most use "00" but a few are different (e.g., the US uses "011").

Tip: If you haven't received your flight confirmation, check your bulk/spam folders before calling us. Some schools, and email providers like Yahoo!, can block our flight confirmations. If you add ukhelp@studentuniverse.co.uk to your address box, that will help too!

Phone Line Hours:

This one's pretty simple; our agents are available 24 hours a day, every day.

Mailing Address:

Flight Centre (UK) Limited
Level 6, CI Tower, St George’s Square, High Street
New Malden, Surrey
KT3 4TE

Email: Please read the coronavirus alert info above first, then use our Contact Form.


Press

If you're a reporter looking for stats and facts, survey data, or expert commentary, please email our Public Relations team for more information. Please note: this email is not monitored for customer service queries.:

pr@studentuniverse.co.uk
Or call Rooster PR on +44 (0)20 3440 8930

Corporate

Phone Number:

  • +44 (0) 20 3056 1130

Corporate Mailing Address:

Flight Centre (UK) Limited
Level 6, CI Tower, St George’s Square, High Street
New Malden, Surrey
KT3 4TE

Group Travel

If you're travelling as a group of 10 or more to any destination around the world, StudentUniverse Travel Services team can save you money on your airfares. Just fill out our group travel form.

Phone Number:

  • +44 (0) 20 3567 1266

Phone Line Hours:

  • Our agents are available 9am - 6pm Mon-Fri.

Hotels/Hostels

Got a question about an existing reservation you've made through our site? Then please contact us using the phone number or email address on your email confirmation. If you are abroad, please refer to the confirmation you received for a list of the customer service numbers for the country you're currently in and the direct number for your hostel.

StudentUniverse does not have access to your hotel/hostel booking. If for any reason you do not receive a timely response from the contacts on your confirmation, please e-mail us your confirmation number and any relevant information, and we will assist you to the best of our abilities.


Advertise

If you want to reach hundreds of thousands of student travellers by advertising with StudentUniverse, please contact our business development and marketing departments.

Contact us for more information.