Support

Name Corrections

Most airlines won’t let you change the name of a flight ticket to a different person, but you may be able to correct the name.
In order to process the name correction with the airline, we will need a copy of the passenger’s passport or valid travel documents with full name and date of birth present.
Once we get that information, we’ll work with the airline and then get back to you with an update and any next steps.
If your booking is with multiple airlines, keep in mind that there may be separate change policies for each.
Name corrections are not free – please be prepared to pay the appropriate fees.

Voluntary Flight Changes

Before you initiate a date/flight/origin/destination change, please be sure to review the Airline rules + restrictions in your client’s itinerary to see what the airline will let you do and what are the fees associated with flight changes.
Basic Economy or Light fares: The airline won’t let you make changes. Not sure if you booked one of these fares? Check the flight confirmation email or itinerary for details on your booked airfare.
Flight/date/origin/destination changes are not free – please be prepared to pay the appropriate fees.

Involuntary Airline Initiated Flight Changes

Airlines may change their flight schedule for various reasons, and it is absolutely out of our control.
We will work with the airline to find the best possible option for your client’s trip. After we confirm the changes with you and the airline approves them, we will email you your updated travel itinerary.
We recommend that the passenger checks their itinerary at least 72 hours before the departure date for any unexpected changes. If your client has made upgrades or additions to the original flight directly with the airline – they will have to contact the airline.
Involuntary flight changes are free if your new flight is rebooked in accordance with the airline schedule change policy.

Cancel Your Flight

Before you cancel your client’s flight, please be sure to review the Airline rules + restrictions on the booking confirmation to see what the airline will let you do and what are the fees associated with flight cancellations.
Non-refundable fares: Fare rules are subject to the airlines’ Cancellation policies and apply at all times.
Cancellation within 24 hours – some airlines may not let you cancel the flight that close to departure.
If your client does not show for their outbound flight – most airlines will cancel the whole itinerary.
It is imperative to cancel the flight if your client is unable to travel. No-show fees are high, and, in some cases, the whole ticket will be forfeited.

Booking Failure

When your booking is firmed and ticketed you will receive a confirmation email and e-ticket for your reference.
Credit Card decline – you may wish to provide a different credit card or contact your financial institution.
Please pay attention to any error messages during your booking process – if you don’t see a Record Locator or your ticketing status remains ‘pending’ please reach out to us so we can confirm the status of your booking/ticket.

Cruise Bookings

Travel worry-free with our Sea/Air protection programme.
If your client’s flight is cancelled or delayed, they missed their cruise, or their disembarkation is delayed -please get in touch with us right away, so we can get them where they need to be – hassle free.
Please have the cruise booking reference number ready.

Voluntary Flight Changes

Before you initiate a date/flight/origin/destination change, please be sure to review the Airline rules + restrictions in your itinerary to see what the airline will let you do and what are the fees associated with flight changes. Basic Economy or Light fares: The airline won’t let you make changes. Not sure if you booked one of these fares? Check your confirmation email or itinerary for details on your airfare. Flight/date/origin/destination changes are not free – please be prepared to pay the appropriate fees.

Involuntary Airline Initiated Flight Changes

Airlines may change their flight schedule for various reasons, and it is absolutely out of our control. We will work with your airline to find the best possible option for your trip. After we confirm the changes with you and the airline approves them, we will email you your updated travel itinerary. We recommend checking your itinerary at least 72 hours before your departure date for any unexpected changes. If you have made upgrades or additions to your original flight directly with the airline – please contact your airline. Involuntary flight changes are free if your new flight is rebooked in accordance with the airline schedule change policy.

Cancel Your Flight

Before your cancel your flight please be sure to review the Airline rules + restrictions in your itinerary to see what the airline will let you do and what are the fees associated with flight cancellations. Non-refundable fares: You won’t get a refund if you cancel, but you might get airline credit to use later. Fare rules are subject to the airlines’ Cancellation policies and apply at all times. Cancellation within 24 hours – some airlines may not let you cancel your flight that close to departure. If you do not show for your outbound flight – most airlines will cancel the whole itinerary. It is imperative to cancel your flight if you are unable to travel. No-show fees are high, and, in some cases, your whole ticket will be forfeited. If you missed your flight – please contact your airline right away and see if they may offer you another flight on that day. Otherwise, we will be working with your airline to see how to get you to your destination.

Cruise Bookings

Travel worry-free with our Sea/Air protection programme. If your flight is cancelled, delayed, you missed your cruise, or your disembarkation is delayed -please get in touch with us right away so we can get you there – hassle free. Please have your cruise booking reference number ready.