Frequently Asked Questions

Welcome to the one-stop shop for all your booking solutions.

In this section, you can find answers to a variety of questions that help to ensure a smooth-sailing trip ahead. Make sure to log in for a more personalised experience.

Find your answer quickly :

1. Online check-in

2. Changing

3. Cancelling

4. Refunds

5. Airline schedule changes

6. Seats

7. Luggage

8. Travel documents

9. Mistakes in my travel documents

1. Online check-in

How can I check-in online?

Checking in online is simple and quick, and saves you time by not waiting in long lines at the airport.

You can easily check-in online by visiting our website and logging in to My Account using your booking number and e-mail address used to make the booking.
Once logged in, access your booking and select "Check-in". Now you simply need to follow the steps and once finished, you will be presented with your boarding pass.
In most cases, it's no longer necessary to print your boarding pass, you can simply show it on your phone at the airport.

Please note that airlines may have different check-in windows, which means that if you try to check in too early, you won't be able to open the check-in portal. Good to know is that most airlines will have their online check-in available 24-48 hours before the flight departure.

You could also choose our Automated Check-in service! For a small fee, we’ll take care of your check-in so you can arrive at the airport stress-free.

Remember to always check your flight schedule ahead of time before leaving for the airport. This way you will not be surprised and will arrive on time.

Why can't I check-in online?

There may be a variety of reasons why you can't check-in online. Make sure you meet the below requirements to complete your online check-in.

Is the online check-in window already open? For most airlines, online check-in opens 24-48 hours prior to departure. In My Account you can see when the online check-in for your flight(s) opens.
Are you using the correct data to sign in? You can find the online check-in number on your e-ticket or in My Account. Use this number to sign in on the airline’s website.

If still in doubt, you can find more information about checking in online on our website under My Account, in the "Documents & passengers" section. To sign in, use your booking number and e-mail address used to make the booking.

When can I check-in online?

The online check-in windows vary per airline. You can check-in online 24-48 hours prior to departure with most airlines. You can see the exact time your online check-in window opens by logging in to My Account and accessing your booking. Under the "Check-in" option you will be able to see the exact date and time you can check in online.

You could also choose our Automated Check-in service! For a small fee, we’ll take care of your check-in so you don't have to worry about the open check-in window. You'll receive your boarding pass at least 12 hours before departure so that you can arrive at the airport stress-free.

You can find more information about checking in online on our website under My Account, in the "Documents & passengers" section. To sign in, use your booking number and e-mail address used to make the booking.

Why can't I check in online with Ryanair/EasyJet?

Having trouble checking in online with Ryanair or easyJet? Here are some tips:

Ryanair:

For Ryanair, you can check in online 24 to 2 hours prior to departure. Use your email address and the airline reference number from your booking confirmation email.
If the first method doesn't work, take a moment to review the email that was sent to you right after finalising your booking with us. It contains important instructions on how to access your booking on the Ryanair website. Look for an assigned email address which will serve as your key to logging in and finalising your online check-in.

Can't find the email? The correct Ryanair login credentials can always be found in your "My Account" as well.

Good to know: Airport check-in is available but charges will apply. You can keep a digital copy of your boarding pass in the Ryanair App or have a printed copy. Ryanair can also print it for you at the check-in desk, but you will be charged a boarding card reissue fee for each passenger. Find more details here.

easyJet:

For easyJet, online check-in is available 30 days to 2 hours before your flight. Use the main passenger's surname and the online check-in number from your booking confirmation email.

Good to know: easyJet no longer have airport check-in desks, although the staff can assist you with your check-in at the bag drop desks. Passengers are encouraged to check in online and have a digital copy on their phones or print out their boarding pass to save time at the airport.

How can I verify my booking with Ryanair?

You have two methods available for online verification, Express and Standard verification, both of which can be accessed at the link below.

Start verification process

To successfully complete this process, please ensure you have the following on hand:

For Express verification: your Ryanair airline reference number, your passport or National Identity Card, and a device with a camera (such as a phone, tablet, or laptop).
For Standard verification: a completed and signed Customer Verification Form along with a passport or ID containing your signature.

Can I check in online when I am abroad?

In most cases, you can check-in online from abroad for your journey on the airline's website. The online check-in windows vary per airline. You can check-in online 24-48 hours prior to departure with most airlines.

You can easily check-in online by visiting our website and logging in to My Account using your booking number and e-mail address used to make the booking.
Once logged in, access your booking and select "Check-in". Now you simply need to follow the steps and once finished, you will be presented with your boarding pass.
Generally, it's no longer necessary to print your boarding pass, you can simply show it on your phone at the airport.

Remember to always check your flight schedule ahead of time before leaving for the airport. This way you will not be surprised and will arrive on time.

If you are having problems or you are not able to check in online, you can also check in at the airport. Please note that some airlines will charge you a fee (usually high) for airport check-in.

Why is Ryanair requesting a verification for my booking?

Ryanair reserves the right to restrict bookings made via third-party travel agencies, including us, and will carry out a verification process in order to ensure that they can comply with safety and security requirements.

There are two verification options that you can use to quickly verify your booking:

Express verification: This is the fastest option. You need the Ryanair booking reference code, your passport or National ID, and a device with a camera. A €/£0.59c fee covers the GetID facial recognition technology.
Standard verification: This can take up to 7 days. It requires a completed and signed Customer Verification Form along with a passport or ID containing your signature. Ryanair will prioritise bookings based on departure date, and this service is free of charge.

You can start the verification process here.

2. Changing

Can I change my flight?

If you would like to change your flight, please make sure to check the terms and conditions of your ticket to see whether a change is allowed or not. In some cases, changes are allowed for a cost (fees, higher fare difference, etc.) and other times there are no changes allowed. This is entirely dependent on the airline and ticket conditions.

You can find the exact conditions for your flight on My Account under booking details or in your booking confirmation under "View ticket conditions".

How can I change my flight?

You can quickly change any flight(s) yourself from My Account.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Find the "Change flights" option in your booking and follow the steps to change your flight(s).

After finalising the process yourself, with Click2travels, or our agent, your flight(s) will be changed and you will receive a new confirmation e-mail. That's it! Quick and easy.

Please note: Changing a flight ticket always involves some costs. Flight changes must also follow the terms and conditions of each ticket as communicated by the airlines. The conditions can be found on your (initial) confirmation e-mail under "View ticket conditions". In some cases, the airline may state that changes are not permitted.

In addition, if you booked a flight with a low-cost airline (eg. Easyjet, Ryanair, Air Asia, etc.), you have to contact the airline directly to change your ticket. Unsure if your flight is operated by a low-cost airline? You can check this in the terms and conditions of your ticket(s).

If your departure is within 4 days or if your booking was made today, please contact us by chat.

One passenger in my booking can't fly anymore. Can I change the name to another person?

Unfortunately, most flights are non-transferable. Therefore, you cannot change the name to another person.

Can I let someone else travel on my ticket and thus change the name?

Unfortunately, most flights are non-transferable. Therefore, you cannot change the name to another person.

How can I upgrade my flight(s) to Premium Economy?

If allowed by the airline(s) you're flying with, you may be able to upgrade your flight(s) while checking in (online).

Please bear in mind that upgrading your flight to a different cabin class means a change to your booking, which is likely subject to a surcharge.

Is it possible to upgrade my flight the day before departure?

Upgrading your flight the day before departure may be possible, but it is all dependent on the restrictions of your ticket. If allowed, you may be able to upgrade your flight(s) while checking in (online) the day before your departure.

Please bear in mind that upgrading your flight to a different cabin class means a change to your booking, which is likely subject to a surcharge.

How much does it cost to change my flight?

Almost always there will be some costs associated with flight changes. If you wish to change the date of your outbound/inbound flight(s), you can expect at least the following costs:

Our administration fee: Euro 45.00 p.p.;

If you purchased the Premium Service Package, then our administration charge will be waived.

Airline change fee: Euro 80.00 p.p.;
Tariff difference: based on availability (p.p.).

Please note, these costs are an indication and not the exact change costs. Each flight change is subject to terms and conditions set by airlines, and these can vary. The conditions can be found in your (initial) confirmation e-mail under "View ticket conditions". In some cases, the airline may state that changes are not permitted, in which case you cannot change your flight.

What are the conditions of the Premium Service Package?

Purchasing the Premium Service Package during the booking process will offer you the following benefits:

1) The service fee of BudgetAir will be waived in case of changes and/or cancellations. The airline penalty fee or the fare difference still applies.

2) You receive free SMS text messages about your upcoming flight(s) (e.g. about flight delays and check in).

3) You will receive a discount code for your next booking. You can find your discount code in "My Account" under "Discount Codes".

3. Cancelling

How can I cancel my booking?

You can cancel your flight(s) quickly and easily from My Account.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Find the "Cancel booking" option in your booking and follow the steps to cancel your flight(s).

After finalising the process yourself, with Click2travels, or our agent, your flight(s) will be cancelled.

That's it! Quick and easy.

Please note that cancelling your flight(s) will almost always involve some costs. Depending on the terms and conditions of your ticket, you may have the right to a full/partial refund. You can find this information in your confirmation e-mail, under "View ticket conditions". Bear in mind that it is also possible that your ticket(s) are non-refundable, which means you will not receive a refund if you cancel your flight(s).

Additionally, if you booked your flight(s) with a low-cost airline, then you will need to reach out to the airline directly, as they are the only ones who will be able to help you cancel your flight(s). Unsure if your flight(s) are operated by a low-cost airline? You can find this information in the terms and conditions of your ticket(s).

How can I cancel a flight for all the passengers in my booking?

First, we recommend you read the terms and conditions of your ticket(s) to see if you can cancel one or more flights for all passengers in your booking. If it's permitted, you may be able to cancel the flight(s) quickly and easily from My Account.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Find the "Cancel booking" option in your booking and follow the steps to cancel your flight(s).

After finalising the process yourself, with Click2travels, or our agent, your flight(s) will be cancelled.

That's it! Quick and easy.

How can I cancel my inbound/outbound flight?

You may be able to cancel your inbound/outbound flight(s) quickly and easily from My Account.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Find the "Cancel booking" option in your booking and follow the steps to cancel your flight(s).

After finalising the process yourself, with Click2travels, or our agent, your flight(s) will be cancelled.

That's it! Quick and easy.

What are the costs of cancelling my booking?

The costs of cancelling your booking are dependent on the terms and conditions of your ticket(s). If you wish to cancel your booking, you can expect the following costs (if the ticket is refundable):

Our administration fee: Euro 45.00 p.p.

If you purchased the Premium Service Package, then our administration charge will be waived.

Airline cancellation fee: Euro 80.00 p.p.

Then the refund you will receive is the ticket price minus the full cancellation fee. Please note that these costs are an indication and not the exact cancellation costs.

You can find more information regarding the terms and conditions of your ticket(s) in your confirmation e-mail, under "View ticket conditions". Bear in mind that it is also possible your ticket(s) are non-refundable, which means you will not receive a refund if you cancel your flight(s).

How can I cancel the flight(s) for 1 passenger in my booking?

First, we recommend you read the terms and conditions of your ticket(s) to see if you can cancel the flight(s) for only 1 passenger in your booking. If it's permitted, you can cancel the flight(s) by reaching out to us via this page and providing all the necessary information as well as the name of the passenger you wish to cancel the flight(s) for.

Please note that cancelling a flight will almost always involve some costs. Depending on the terms and conditions of your ticket, you may have the right to a full/partial refund. You can find this information in your confirmation e-mail, under "View ticket conditions". Bear in mind that it is also possible that your ticket(s) are non-refundable, which means you will not receive a refund if you cancel your flight(s).

4. Refunds

Will I get a refund if I cancel one or more flights in my booking?

When you choose to cancel a flight yourself, the refund policy differs per airline and type of ticket you purchased. It might be possible that you are entitled to a full refund or that your ticket is non-refundable, meaning you will not receive your money back. We recommend you check the terms and conditions of your ticket for the most relevant information regarding refunds in case of cancellation.

If you are entitled to a (partial) refund, we can help you with the refund process. All you need to do is cancel your flight(s) from My Account on our website. If your cancellation is successful, the refund process with the airline is automatically started on your behalf.

Please note

If you booked your flight with a low-cost airline (Ryanair, EasyJet, Air Asia, etc.), you will need to reach out to the airline directly to cancel your flight(s) and request the refund yourself, as they will not accept a request from us.

Will I get a refund if the airline cancelled one or more flights in my booking?

In case the airline cancels your flight(s), you are normally offered a few options: rebooking your flight(s), a refund, or a voucher for the amount you paid. It depends per airline which options are given to you, so we recommend that you visit their website and read about their policy regarding involuntary cancellations.

Can I get a refund on seats and/or luggage?

Whether you are entitled to a refund on products such as reserved seats or luggage or not is dependent on the airline and situation. For example, if you decide to change or cancel your flight(s), these products are non-refundable. However, if the airline cancels your flight(s), then you might be entitled to a refund on these products as well. This will depend on the terms and conditions of your ticket(s), which you can find in your booking confirmation e-mail, under "View ticket conditions".

Why is the refund not fully equal to the amount I paid during the initial booking?

There could be a variety of reasons why your refund amount is different from what was initially deducted from your bank account. Please bear in mind that there might be taxes, service fees, transactional fees, and currency differences that affect the refund amount. Additionally, the terms and conditions of your ticket might specify that you can only receive a partial refund on your booking.

When you make a change to or cancel your booking, most of these costs are presented to you upfront so you know what to expect.

If my cancelled ticket is refundable, who is responsible for handling the refund?

When you choose to cancel your flight(s), we will initiate the refund request process with the airline on your behalf. From then onwards, the airline will keep us informed of the status of your refund, as they are the ones ultimately responsible for processing the refund amount.

However, if you booked your flight(s) with a low-cost airline (Ryanair, EasyJet, Air Asia, etc.), you must get in touch with them directly, as they will not accept a cancellation or refund request from us.

Please note that in both cases, the airline must first refund the money to us and only then can we transfer it back to your bank account, as we do not hold any payment.

How long will it take to receive my refund?

It normally takes between 10 - 12 weeks after a flight cancellation for the refund amount to be credited to your bank account, but this may vary per airline and depends on your payment provider.

If you still haven't received your refund after this period, please feel free to contact us and we'll look into it further.

What is the status of the refund request for my flight?

You can quickly and easily check the status of your refund request by logging in to My Account, or by starting a chat with our chatbot in the bottom right corner of this page.

When will my money be refunded?

It normally takes between 10 - 12 weeks after a flight cancellation for the refund amount to be credited to your bank account, but this may vary per airline and depends on your payment provider.

If you still haven't received your refund after this period, please feel free to contact us by starting a chat with our chatbot and we'll look into it further.

How will my money be refunded?

The refunds are normally credited to the same payment method used to make the booking. For example, if you paid with your credit card the refund will be deposited back into the same credit card.

Sometimes, it may not be possible to refund you via the original payment method. If that is the case, we will inform you that we require more information from you in order to finalise your refund process.

Why can it happen that Click2travels is requesting my bank details to refund me?

The refunds are normally credited to the same payment method used to make the booking. For example, if you paid with your credit card the refund will be deposited back into the same credit card.

Sometimes, it may not be possible to refund you via the original payment method, usually because it does not support paybacks or the automated payback expired. If that is the case, we will inform you that we require more information from you in order to finalise your refund process.

5. Airline schedule changes

The airline changed my flight resulting in a minor delay. What can I do?

A minor change to your schedule doesn't require any action. You can still use your original e-ticket to travel. Unfortunately, sometimes airlines will need to make adjustments to accommodate changes to aircraft and routes. We have no control or influence over this. If this is something that happened to your flight(s), you should have received an e-mail from us informing you of the change(s). You don't need to confirm the schedule change with us.

To avoid any surprises, we strongly recommend that you check in online 24 hours prior to your departure to be updated on your flight schedule.

The airline changed my flight resulting in a major delay. What can I do?

Unfortunately, sometimes airlines will need to make adjustments to accommodate changes to aircraft and routes. We have no control or influence over this. If this is something that happened to your flight(s), you should have received an e-mail from us informing you of the change(s).

When a major change to your schedule is made, the airline needs your confirmation on how you would like to proceed. Your options are:

Accept the change(s) and proceed with your rescheduled flight;
Change the flight to another option;
Cancel the flight.

The e-mail you received from us contains all the information you need to confirm your choice.

To avoid any surprises, we strongly recommend that you check in online 24 hours prior to your departure to be updated on your flight schedule.

My flight got cancelled by the airline. What can I do?

It's unfortunate that your flight got cancelled. However, you are likely eligible for a refund. Please follow the instructions you received in the airline schedule change e-mail sent to you to initiate the refund process.

Please bear in mind that we cannot process refund requests for any flights that have been booked with a low-cost airline (Ryanair, EasyJet, etc.). In this case, we recommend you reach out directly to the airline and they will be able to support you.

6. Seats

How can I reserve a seat?

If the option is available for your selected flight(s), you can reserve your seat(s) during the booking process on our website.

If you wish to reserve seats after you finalised your booking, you can easily do so on the airline's website. Log in using your online check-in number (found on your e-ticket) and you should be able to find the option to add/reserve seats. Keep in mind that some airlines will only allow seat reservation during the open check-in window.

Please note!

Some airlines might have a charge for seat reservation services.

Why are my reserved seat numbers not visible on my e-ticket?

Successfully purchased seat reservations made during the booking process will not be visible on the e-ticket, but rest assured that they are confirmed for your booking.

Once you go through the (online) check-in you will be able to see your reserved seat number(s).

What is my seat number?

You will be able to find your reserved seat(s) on your boarding pass. You receive your boarding pass from the airline after completing your (online) check-in.

If you want to know your seat(s) beforehand, you can also log in on the airline's website and check your seat number(s). Log in using your online check-in number, which can be found on your e-ticket.

How can I change my seat number?

If you reserved a seat but wish to change it, you can do so on the airline's website. Log in using your online check-in number (found on your e-ticket) and you will find the option to change your seat(s).

Please note!

The seat(s) you selected during the booking process are non-refundable and changes are not permitted. This means that it's likely to be charged extra if you wish to change your seat(s).

Why are my reserved seat numbers not available while checking in?

There could be a series of reasons why this is happening. It's possible that there has been an airline schedule change, a change of aircraft, or you changed your flight(s) to a different date. All of these situations might reflect the fact that the seat(s) you originally reserved are no longer available. What you can do now is rebook the seat(s) you want or, if offered, choose between the other seat(s) proposed to you.

Can I still choose my seats after booking my flight with you?

If you didn't select a seat during the booking process or reserved a seat but wish to change it, you can do so on most airline's websites. Log in using your online check-in number (found on your e-ticket) and you should be able to find the option to reserve or change your seat(s).

Please note!

The seat(s) you selected during the booking process are non-refundable and changes are not permitted. This means that it's likely to be charged extra if you wish to change your seat(s).

If I change/cancel my flight, can I get a refund for the reserved seat(s)?

The seat(s) you selected during the booking process are non-refundable and changes are not permitted. This means that you will not receive a refund on your reserved seat(s) in case of flight cancellation and you will be charged extra for seats if you wish to change your flight.

Can I request a refund on my reserved seats?

Why is my seat reservation cancelled?

If your seat reservation has been cancelled, it's likely that the entire flight was cancelled as well. This is unfortunate, but rest assured that your refund will include the fee you paid for your flight as well as your reserved seat(s).

If you wish to rebook your flight, please bear in mind that you will have to reserve the seats again.

7. Luggage

How much luggage can I bring?

The amount of luggage you are allowed to take with you differs per airline. It's good to know that you can always view your hand/checked luggage allowance on our website from My Account.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Open your booking and under the "Luggage" header you will be able to find all the necessary details.

If you haven't booked your flight(s) with us yet but you'd want to know how much luggage you can bring, you can find this information on our website during the booking process. For some tickets, we can also tell you up front if luggage is included or excluded.

How can I make arrangements for special luggage?

For medical luggage & wheelchair assistance

You can request medical luggage and wheelchair assistance on our website from My Account, under the tab 'Luggage'. To sign in, use your booking number and e-mail address used to make the booking.

Other special luggage

You can request other types of special luggage (e.g. sports equipment, musical instruments, etc.) directly on the airline's website. Usually you have to sign in on the airline's website. Use your online check-in number to sign in; you can find the number on your e-ticket.

How can I add extra luggage to my booking?

You can easily add luggage to your booking on our website from My Account or My Trip.

Here's how:

1. Log in to your account using your e-mail and password.

Don't have an account yet? Log in using your booking number and e-mail instead.

2. Open your booking and click on ""Add luggage"".

Follow the steps, complete the payment, and that's it! Your booking now includes additional luggage.

If this option is not available to you, then you might be able to add extra luggage on the airline's website. Please note: not all airlines provide this option. For the ones that do, log in using your online check-in number (found on your e-ticket) and make your purchase.

Can I take a pet with me?

Do you want to travel with your dog, cat, or other pet on board? The rules for taking pets on board vary per airline. A small pet is generally permitted in the cabin, as long as it is in a special kennel (and no other animals are in the cabin). Larger animals must be transported in the cargo hold, also in a special kennel.

Conditions and costs depend on the airline. We recommend you visit the airline's website to find the latest information regarding prices and conditions for the transportation of pets.

If you booked your flight(s) with a low-cost airline (e.g. Easyjet, Ryanair, Air Asia etc.), you have to contact them directly to arrange the transportation of your pet.

Why can't I see the included luggage on my e-ticket after purchasing a Plus Ticket?

If you purchased a Plus Ticket but can't see your included luggage on the e-ticket, you might have experienced a brief error in our system. Please note that if you have successfully purchased and paid for your booking, your luggage has been booked and confirmed as well.

Good to know

You can always check the details of your flight(s) by logging in to My Account, using your booking number and e-mail address you used to make the booking. Here you can see exactly what has been booked for your flight(s), from luggage to seats and more.

Why doesn't the e-ticket show included luggage for all the passengers in my booking?

When you book luggage for your flight(s), you must always select the luggage for each of the passengers. If you only selected luggage for one of the passengers, luggage wasn't automatically added to the rest of the passengers and, therefore, you will not be able to see it on your e-ticket.

If you purchased luggage for all passengers but still can't see the included luggage on the e-ticket, you might have experienced a brief error in our system. Please note that if you have successfully purchased and paid for your booking, your luggage has been booked and confirmed as well.

Good to know

If I cancel my flight, can I get a refund on my luggage?

It may be possible to get a refund on your luggage if you cancel your flight, but it may also be that your ticket is non-refundable, which means you cannot get your money back for your booking (including luggage).

If your flight is refundable, your booked luggage will be included in the total refund. We recommend you check the terms and conditions of your ticket before cancelling your flight(s) to know for which products you will be reimbursed.

You can also start a conversation with our chatbot in the bottom right corner of this page, where you will be able to receive an initial refund quote.

Can I divide the maximum amount of kg over 2 pieces of checked-in luggage?

It is always recommended not to exceed the number of pieces/kilograms of luggage allowance specified on your e-ticket. Some airlines might allow you to divide your luggage over 2 pieces if it's displayed in kilograms and the total weight is over 30 kg, but this is dependent on each airline's policies.

For the most accurate and recent information, we advise you to check your airline's website or to contact them directly and inquire about this.

What is the hand/carry-on luggage allowance for Ryanair and Wizzair?

We recommend you visit each airline's website for the most accurate and up-to-date information regarding any luggage allowance.

Wizzair - hand luggage allowance

Ryanair - hand luggage allowance

8. Travel documents

When do I receive my e-ticket?

It may take up to 24 hours for the e-ticket to reach your inbox. Make sure you don't miss it by accident and also check your Spam folder or Promotions tab (Gmail).

It's good to know that you can resend your e-ticket at any time from My Account on our website. Here's how:

Sign in with your booking number and e-mail address used to make the booking
Go to the "Documents & Passengers" header
Click "Resend"

Why is there no e-ticket number listed on my e-ticket?

This is a common occurrence so no need to worry. If you booked your flight with airlines such as Ryanair, Wizzair, or EasyJet, it's likely that you will not receive an e-ticket number on your e-ticket. What you will usually see instead is a barcode on your boarding pass, which you will receive after finalising your online check-in on the website of the airline.

As long as you can see an airline reference on your e-ticket/confirmation e-mail, your booking is confirmed and you can travel as expected.

Do I need a visa for my trip?

As we are not experts in the area of visas, we can only advise you to research what documents are necessary for your travel. Please check with the relevant governments of your country of departure, arrival, and/or transfer, to see the latest rules and regulations regarding the required entry documents.

Please bear in mind that without the right documents, you can be denied boarding or access to the country.

Why is there no space between my names on my e-ticket?

This can happen but it doesn't represent a problem. The airline reservation system does not accept spaces and punctuation marks so it combines the first and last name. For example: Mr John Peter Brown will be displayed as BROWN/JOHNPETERMR.

If the name is spelled correctly, your e-ticket is valid for travel and you can use it to check in with the airline.

Do I have to print my e-ticket or can I show it on my phone?

No need to bring a printed copy. You can show the e-ticket on your phone at the airport or use the details mentioned in it to check-in online at home.

Good to know: if you check in online, you still don’t need to bring a printed copy of your check-in ticket.

The special characters/accents in my name don't appear on my e-ticket. Can I still travel?

If your name includes special characters or accents, the airline reservation system will change it into normal letters as it does not accept special characters.

For example: Mr. José Peters will be displayed as PETERS/JOSEMR.

In case of an umlaut, the letters Ä, Ö, Ü and so on, will be displayed as AE, OE, UE.

If the name is spelled correctly, your e-ticket is valid for travel.

I can't find my confirmation e-mail or the e-ticket. How can I receive it again?

It's good to know that you can resend your e-ticket at any time from My Account on our website. Here's how:

Sign in with your booking number and e-mail address used to make the booking;
Go to the "Documents & Passengers" header;
Click "Resend".

Your e-ticket should arrive in your inbox shortly.

Can I book a flight without the requested passport numbers?

Most airlines do not require specific passport information upfront. You can book a flight now and add/confirm your passport details at a later time on the website of the airline or during your online check-in.

Please note that this might not always be the case and sometimes it is needed to add your passport number during the booking process. This will then be clearly illustrated so you always know what to expect.

9. Mistakes in my travel documents

My title (MRS/MS) is incorrect. Will this affect my travel?

It's good to know that the marital status does not affect the validity of your ticket. As long as the gender on your ticket accurately reflects what is mentioned in your ID/passport, then you have nothing to worry about.

The title is used to indicate the sex of the passenger and some airline systems may only use one form or the other. Both forms are accepted and your ticket is, therefore, valid for travel.

One letter in my name is wrong. Can I correct it after finalising the booking?

Most airlines will allow small corrections to passengers' names but this is dependent on the terms and conditions of each ticket. You can find the exact conditions for your flight in your booking confirmation under "View ticket conditions".

If changes are allowed, you can request a name change via My Account or My Trip, and we will help you with the rest. If you booked your ticket with a low-cost airline (e.g. Easyjet, Ryanair, Air Asia, etc.), then you will need to reach out to the airline directly, as they are the only ones who will be able to help with this request.

Please bear in mind that this change can be subject to a fee.

I noticed some mistakes in my e-ticket after receiving the confirmation e-mail. Can they still be corrected?

As a general rule, most common mistakes (one wrong letter in the name, wrong departure/return date, etc.) are easily fixed, though they might be subject to a fee and are dependent on the terms and conditions of each ticket.

In some cases, you may be able to make the change(s) yourself instantly from My Trip or My Account environment. Log in and depending on the mistake, look around the portal to see if the change option is available to you.

A space is missing between my first and last name. Will this affect my travel?

If the name is spelled correctly, your e-ticket is valid for travel and you can use it to check in with the airline.

Frequently Asked Questions

Welcome to the one-stop shop for all your booking solutions.

1. Online check-in

2. Changing

3. Cancelling

4. Refunds

5. Airline schedule changes

6. Seats

7. Luggage

8. Travel documents

9. Mistakes in my travel documents

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