To ensure the security of your data during phone inquiries with our customer support, Lanes & Planes uses a Support PIN. This PIN serves to verify your identity before our team members can access sensitive account information or booking details.
Important: Never share this Support PIN via email or the contact form. It is strictly for telephone support inquiries only.
Why is the Support PIN required?
The security of your personal information and travel bookings is our priority. With the help of the Support PIN, we ensure that sensitive information is only shared, and actions such as rebookings or cancellations are only authorized by you personally. This process effectively protects your account against access and misuse by unauthorized third parties.
Where can I find my Support PIN?
The 5-digit Support PIN is permanently stored in your user profile. You can view it both via the Web App and the Mobile App:
In the Web App:
- Log in to your account and click on your name in the top right corner.
- You will find the Support PIN at the bottom left of your user account.
In the Mobile App:
- Open the Lanes & Planes app and navigate via the gear icon to the Profile tab.
- There, you can see your 5-digit code by clicking on "Show Support PIN".
Note: The Support PIN is only available in the latest version of the Lanes & Planes app. If you cannot see the PIN in your profile, please check the App Store or Google Play Store for a pending update.
How does the verification work?
- During a call, the support agent will ask you to provide your Support PIN.
- Provide the 5-digit code displayed in your profile.
- Once correctly entered into the system, the agent can confirm your identity and proceed directly with processing your request.
Note: We recommend having your Support PIN ready before calling our customer service to speed up the processing of your request.
Frequently Asked Questions (FAQ)
Can I change my Support PIN myself?
No. The Support PIN is automatically assigned by the system to ensure a uniform security standard.
Does the PIN change with every call?
No, your Support PIN remains static. You do not need to generate a new code; the PIN displayed in your profile remains valid for all future phone inquiries.
What happens if I cannot access my PIN during a call?
Should you ever lack access to the app or your profile, our team members will assist you in restoring access. Please understand that without successful verification, access to sensitive data and the ability to perform booking changes may be restricted to protect your privacy.
Is the Support PIN also required for inquiries via email or contact form?
No. When you contact us via the contact form or the chat within your account, you are already verified through your login. An additional PIN verification is not required in these cases. The Support PIN is used exclusively for phone inquiries.
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