Contact
Tenerife World Tickets runs a multilingual customer-support desk staffed by humans based within the European Union. Whatever the situation — pre-purchase question, refund or date-change request, name correction, lost confirmation e-mail, GDPR enquiry, press contact — this page lists the channel that will get your message into the right hands the fastest.
1. The single point of contact
The fastest and the recommended channel is e-mail to support@tenerifeworldtickets.org. Every incoming message is logged in our help-desk system, assigned a ticket number and routed to a multilingual agent. We answer in the language of your message (English, Spanish, Italian, French, German, Dutch, Russian).
2. Office hours and response times
| Channel | Hours (Central European Time, CET/CEST) | Target response time |
|---|---|---|
| E-mail — order-related | Mon-Fri 09:00-19:00, Sat 10:00-16:00 | ≤ 4 business hours |
| E-mail — pre-sale enquiries | Mon-Fri 09:00-19:00, Sat 10:00-16:00 | ≤ 8 business hours |
| E-mail — GDPR / privacy requests | Mon-Fri 09:00-18:00 | Acknowledged in 48 h, fully answered within 30 days (Art. 12 GDPR) |
| E-mail — press & partnerships | Mon-Fri 10:00-18:00 | ≤ 2 business days |
| Fraud / urgent payment incident | 24/7 monitoring, on-call human | ≤ 30 minutes |
Times outside the listed windows continue to be monitored automatically; messages are processed on the next business day.
3. Choose the right subject line — please
Help us route your message to the right specialist on the first read. Suggested subject lines:
- Order [Order ID] — refund — for cancellations and refund requests.
- Order [Order ID] — date change — to move the visit date of an existing ticket.
- Order [Order ID] — name correction — for typos in the lead-guest name.
- Order [Order ID] — confirmation not received — when your e-mail did not arrive within 30 minutes (please also check the SPAM folder before writing).
- Pre-sale: [park name] [date] — for questions before purchase (availability, height-restriction, group discounts).
- GDPR — access / erasure / portability / objection — for any privacy right under Articles 15-22 GDPR.
- Press — for editorial or media enquiries.
- Partnership — for B2B reseller proposals, hotel-pairing, group bookings.
4. What to include in your message
4.1. Order-related queries: the Order ID (e.g. TEN-XXXXXXXX),
the lead-guest's full name as entered at checkout, the e-mail address used for the booking, and
the last 4 digits of the card used for payment. This combination lets us locate the order without
asking for sensitive data.
4.2. Refund and date-change requests: the new desired date (for changes), the reason for the cancellation or change, and any supporting document where the Refund Policy requires it (medical certificate for a force-majeure medical emergency, airline cancellation notice for a flight cancellation, etc.).
4.3. GDPR requests: a copy of an identity document for identity verification (we redact the document within 30 days after the request is closed). Indicate which right under Articles 15-22 GDPR you are exercising and on which categories of personal data.
4.4. Pre-sale questions: the desired park, date and number of guests, and the specific question. The more concrete the question, the more concrete the answer.
5. What we will never ask you
5.1. We will never ask for your full card number, the CVV/CVC code, the 3-D Secure one-time SMS code, your e-banking password or your e-mail-account password. Any message purporting to come from Tenerife World Tickets and asking for such data should be treated as a phishing attempt and reported to support@tenerifeworldtickets.org with the original headers.
5.2. We will never ask you to install remote-access software (TeamViewer, AnyDesk, etc.) on your computer or phone, nor to "verify your identity" by transferring funds to a temporary account. These are typical signatures of fraud. If you receive such a request and it claims to come from us, please end the conversation and contact us through the channel listed on this page.
6. Postal address
The full registered office of Tenerife World Tickets, the commercial-register number and the VAT-ID are listed in our Legal Notice, in compliance with Article 5 of Directive 2000/31/EC. The registered office is also the address for service of legal documents.
7. Languages
The customer-support team writes and replies in: English, Spanish, Italian, French, German, Dutch, Portuguese and Russian. Other languages are answered in English with the help of professional translation tools.
8. Out-of-court dispute resolution
8.1. If our reply does not resolve the issue, the Customer can escalate the matter through the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
8.2. The Customer can also contact the consumer-mediation body recognised in their country of habitual residence, or — for payment-related disputes — the financial ombudsman of the country of the issuing bank.
9. Data protection officer
For privacy-specific enquiries, please use the e-mail address above with the subject line "GDPR" or "DPO"; the message is forwarded to the person responsible for data-protection at Tenerife World Tickets, who answers personally within the deadlines set by Article 12 GDPR.
10. Stay safe — verify the URL
The only domain on which Tenerife World Tickets operates this Service is tenerifeworldtickets.org. Phishing attempts may try to imitate our look on a different domain. Please verify the address bar before entering personal or payment data.