Payment Problems and Missing Confirmations
Resolve uncertainty before making another payment.
An error, timeout or interrupted verification
- Keep the confirmation or transaction reference if one was displayed, the approximate time and currency/amount. Check Manage trip for an existing reservation.
- If your bank shows a charge but the site has no clear confirmation, contact the airline before paying again. Give the booking reference, time, amount and a description of the error; never send full card details or a password.
- For an explicit decline, check the gateway instructions and contact your bank where appropriate. Confirm whether the reservation remains held and when it expires before retrying.
What to ask support
- Ask the airline to confirm whether a booking exists, whether payment completed and what action is required. A pending card authorization may need investigation; do not assume it is a completed sale or refund.