Customer FAQs

Skyhook customer FAQS - Browse our most frequently asked questions or use the contact page to chat with a guide or our head office.

FAQs: General

How does Skyhook work?

Skyhook is a booking platform and community of like-minded adventurers. The platform allows travellers to book unique, once-in-a-lifetime trips with trusted local guides.

Each trip on Skyhook is run by a different local guide who manages their trip and receives payment. Skyhook, through Trust My Travel, securely collects and disburses payments.

The platform also acts as a communication hub between our guests and hosts.

It's a little bit like AirBnB but for niche adventures.

Why book through Skyhook?

When booking through Skyhook, you get competitive prices. Because we’re not a tour operator, you get unparalleled value without added markups.

It's a great option for solo trekkers, as we've worked with our operators to create a standardised price system that gives you the social perks of group tours.

Plus, our team is on hand to answer any questions and help wherever possible.

How do you select your tour operators?

All trips on Skyhook are run by small, hand-picked local guiding companies. Every Skyhook guide meets our gold standard in service, safety, and sustainability. We select our tour operators based on personal experience, best practices, and excellent service delivery.

Are trips guaranteed to run?

Yes, all trips are guaranteed to run. There’s no need to worry about the trip having to reach a minimum number of bookings to go ahead.

Is my payment safe?

All transactions on our platform are securely processed through Trust My Travel, offering added payment security.

FAQs: Bookings

Can I cancel my trip?

Yes, you can reschedule or cancel your trip up to two months in advance and receive Skyhook credit equal to the deposit you paid. Use this lifetime credit against the deposit of any Skyhook trip at a later date.

Any balance payments will also be refunded at this point.

Note that all deposit payments are non-refundable. Furthermore, Skyhook credits are non-refundable for cash.

What happens if I need to cancel less than two months before the trip?

If it is less than two months before the trip and you need to cancel, contact us. At this stage, bookings are treated as final, so we cannot offer a refund or date change.

This is because all our trips are guaranteed to run. So, the local guides have usually made all the trip arrangements by this time.

In these cases, we recommend contacting your insurance to see if you can claim under your policy.

In some cases, it is also possible to change the name on your booking if you have someone who would like to take your place on the trip. However, this is solely at the guide’s discretion.

My booking is cancelled, but I didn’t cancel it and still want to travel – what happened?

Our system sends automatic payment reminders to you to pay your trip balance. The balance is due two months before departure (you will be notified of this at the time of booking). If you miss these reminders and don’t pay the balance, the system automatically cancels your booking.

If this happens, reach out to us. We can look at what transpired and see what we can do to get you back on the trip.

How do I cancel/change my trip dates?

The easiest way to change dates or cancel a booking is to:

  • Head to your dashboard:

  • Click on the booking

  • Click on CANCEL/CHANGE DATES at the bottom. You will be automatically guided through the process.

Can I cancel a space on my booking?

Yes, you can cancel one space (or more) on your booking. To do this:

  • Go to your dashboard:

  • Click on the trip

  • Scroll down to the INVOICE section and select CANCEL/CHANGE DATE

  • Follow the prompts. You will be asked how many spaces you want to cancel. Select the appropriate number.

Note that all deposits are non-refundable.

However, if the trip is more than two months out, the portion of the deposit will be returned to your dashboard as credits. These credits do not expire and can be used against the deposit of any trip on our site.

Is there a waitlist for fully booked trips?

Our most popular trips often get fully booked. If you missed your desired dates, you can get onto a trip's waitlist.

Simply head over to the trip page and then click the WAITLIST button.

You can do this for as many trip dates as you’re interested in. If someone cancels and a space becomes available, you'll automatically receive an email notification asking if you’d like to book.

What insurance should I get?

Unfortunately, we can't give formal advice on travel insurance, as that's a regulated industry.

What we can say, however, is that lots of our customers use specialist adventure travel insurers, e.g. World Nomads.

If you're in the UK, you could try the British Mountaineering Council.

For travellers from other parts of Europe or North America, it is often possible to get travel insurance from your country's alpine club (e.g. The Austrian Alpine Club or The American Alpine Club) or other providers.

If you are unsure about exactly what your trip involves (e.g. the highest altitude or similar questions), the best thing to do is to ask the head guide on the trip.

FAQs: Skyhook Credits

What are Skyhook credits, and how do they work?

If you cancel a qualifying trip (to change dates or for any other reason), you will be given a deposit credit on your Skyhook account in most cases.

Credits are a cash equivalent that you can use against a deposit payment when booking a trip through Skyhook.

You can only use credits against the cost of a trip deposit and not towards the full balance.

Trip credits are covered by our Lifetime Credit Policy and do not expire. You can use them towards the cost of any future trip deposit on the Skyhook website.

How do I spend my credits?

You can use your credits against the cost of trip deposits only (not the balance). Credits never expire, so you can spend them at any point in the future.

To pay using your credits, follow this process:

  • Log in at Ensure you access the account with the credits - you'll see them at the top of the page.

  • Head to the trip page you’re interested in and click BOOK.

  • On the checkout page, the credits will then show up. They will be automatically deducted from the deposit amount.

If the credits don’t show up in this final step, please get in touch with us. It may be because they're in a different currency (in which case we can convert them). Or it could be that you're logged into a different account.

I prefer a cash refund and not credits. Can I get a cash refund instead?

All deposit payments are non-refundable. Furthermore, Skyhook credits are non-refundable for cash.

However, Skyhook credits are covered by our Lifetime Credit Policy and do not expire. So, you can use these at any point in the future for any trip deposit on the Skyhook website.

How do I know what my Skyhook credits balance is?

Head on over to your dashboard at

Your credit balance and currency will be displayed at the top.

I want to use my credits for a deposit payment, but they aren't working. What should I do?

This happens when the trip you want to book is in a different currency than your credits. Reach out to us – we'll quickly change these to the correct currency.

How do I change the currency on my credits?

Credits are available in GBP, EUR, and USD. If you need to change the currency of your credits, contact us. We'll action this for you.

My credits aren’t showing on my Skyhook dashboard – where are they?

This usually happens if you have more than one Skyhook profile. You may have logged into the wrong profile.

Check which email address you used and log into the other profile. Your credits should show on your dashboard.

If they don't appear, contact us to investigate.

FAQs: Payments

My card payment to Skyhook is failing – can you help?

In our experience, online card payments sometimes fail during the 3D secure stage. This is when your bank texts you a code to confirm the transaction.

This can happen if your card doesn't support 3D Secure yet. Or sometimes, there can also be intermittent issues, e.g. with your bank's 3DS system.

If this happens, there is usually very little we can do. We recommend you try the following:

  • Try making payment again. After inputting your card details, you should get the 3DS message to either authorise through your bank app, or receive an OTP (one-time password). OTP tends to be more stable with banks.

  • If the above fails, then try another card. Ideally, one from another bank.

  • If it's still not working, your best bet is to call the bank. They can usually authorise the payment.

Can I pay for my own space (I’m a guest on a booking)?

It is only possible for the Booking Owner (the person who made the original booking) to make payments towards a trip.

As a guest, you can't pay for just your share, unfortunately. It's a feature we're looking into for the future!

Can my group make split payments for our trip?

We don't have the feature to split payments. So, the full payment does have to be made by the Booking Owner.

When is the final payment due?

The final balance on all of Skyhook’s trips is due two months before you depart. You can, of course, pay at any point before then if you prefer.

You will receive automatic payment reminders at the time of booking and leading up to the due date.

Failure to pay will result in your trip being automatically cancelled.

Can I pay in instalments?

Unfortunately, we are unable to accept instalment payments for our trips.

The great news is that the payment is not due until two months before your trip. So you can make the final payment at any point before then.

Can I pay later than the two-month payment due date?

We do require payment at least two months before your trip.

This is a requirement so the guides know you are confirmed and can finalise all the arrangements for you.

Can I pay in my own currency and not the trip currency – they’re different.

Trips are charged in the currency of the tour operator and cannot be changed.

Not to worry, though. When you pay with a card and account in a different currency, your bank will automatically make the conversion at the spot rate.

There should be negligible price difference no matter which country you are paying from.

Some banks may charge a small fee for online transactions.

FAQs: Dashboard

How do I reset my password?

If you sign in with your email address, reset your password at

Alternatively, if you have used "Login with Facebook" or "Login with Google", you can log in that way instead at

If you continue to experience any issues, get in touch.

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