How to contact Roadsurfer
Roadsurfer channels almost everything through Lea, a chat-based AI assistant available 24/7, which opens a ticket for a person when needed. Its help article on contact channels does not list a general phone number: in a breakdown or accident, Lea gives you a personal mobility phone number.
Which channel for each situation
| Situation | What the company indicates |
|---|---|
| Any question (bookings, returns, deposits, damage) | Chat with Lea, "instant answers, 24/7". If she cannot resolve it, she opens a support ticket for the specialist team.Roadsurfer help centre: which channel for which situation (updated 3 Sep 2026) |
| Breakdown or accident on the road | Lea gives you your personal mobility phone number if you chat with her from your customer account. Damage should be reported through the digital accident report, "ideally within 48 hours".Roadsurfer help centre: which channel for which situation (updated 3 Sep 2026) |
| Open case (damage, claims) | According to the company, "every case gets an answer". "During high season, damage and claim reviews can take up to 6 to 8 weeks." One message per case: follow-ups and duplicate tickets "can slow your case down".Roadsurfer help centre: which channel for which situation (updated 3 Sep 2026) |
| Refund or compensation after the trip | Claims Portal, which Lea gives you access to. "Processing takes up to 6 to 8 weeks."Roadsurfer help centre: which channel for which situation (updated 3 Sep 2026) |
| Individual questions | Contact form on its website.Roadsurfer: contact page |
Roadsurfer's own tip: the fastest way to solve damage and deposit cases is one complete message with the booking number, the damage number and timestamped evidence from the start (source).
What customers report about contacting the company
| Issue | Complaints (n = 36) | Examples |
|---|---|---|
| Slow customer service or no solution | 17% (6) | OCU, Sep 2026; OCU, Sep 2026, Madrid |
| Roadside assistance that fails | 6% (2) | OCU, Sep 2026; OCU, Sep 2026, Madrid |
| No phone support | 0% (0) | — |
| Automated chat support | 6% (2) | Portal da Queixa, trip Sep 2026; OCU, Jul 2026 |
| Refunds that are late or never arrive | 6% (2) | OCU, Sep 2026; OCU, Sep 2026 |
Tips to get an answer
- Always write through a channel that leaves a record: chat, email or form. If you speak on the phone, summarise the call in writing afterwards.
- Put your booking number in the first message and, if there is one, the damage number, with photos and videos showing date and time.
- Keep screenshots of every chat conversation, with the date visible.
- If you are charged something you do not recognise, ask in writing for the breakdown and the evidence, and watch your bank's deadline: charged for damage after return.
- If there is no solution, the European Consumer Centre in your country can mediate for free with companies in another EU country.
Conditions on damage and deposit: Roadsurfer page. Review summary: Roadsurfer reviews.