Customer Help: Start here
Find guidance for booking, paying, managing your trip and contacting the airline.
Choose your next step
- Use Book flights to search and reserve travel. Use Manage trip to retrieve a saved reservation with its confirmation code and booking email. Use My account for your rewards profile.
- Follow the fare conditions and deadlines shown for your flight. Available services and payment options depend on the airline and selected fare. The airline confirms any policy that is missing or unclear.
Keep your details safe
- Keep your confirmation code and booking email secure. Do not share your password or send card details through ordinary email. If someone books for you, ask them for the saved confirmation and correct travel details.
Search and Book a Flight
Review the journey and full price before confirming.
Search and choose
- Open Book flights. Select the departure and arrival airports, travel dates, trip type and passenger counts. Enter the correct mix of adults, children and infants.
- Review available departures, intermediate stops or connections and return flights. Select the flight and fare that match your needs. If no result appears, check the date/route and contact the airline about alternatives.
- Review the total, currency, taxes, baggage allowance, fare conditions and timing. A displayed starting price may differ from the final price for your selected passengers and flights.
One fare class for both journeys
- Mixing fare classes within a round-trip booking is not allowed. The same fare class must apply to the outbound and return journeys. For example, you cannot book T outbound and Q return in the same round-trip booking.
- Choose your fare class on Depart. On Return, other fare classes remain visible for comparison but are greyed out and cannot be selected.
- To change fare class, select Back to Depart, choose the new class, then reselect your return flight in that class. Review both journeys and the updated total before continuing. If the class is not available on your return flight, choose another return flight or change the class on Depart.
Traveler details
- Enter each traveler’s name as required for travel and their correct date of birth and other required details. Eligibility can depend on age on the flight date, including the return.
- Use saved traveler details only after checking they are current. A payer is not automatically the traveler; confirm every passenger separately.
- If a field is rejected, follow its message and correct the actual detail. Do not change a date of birth or passenger category to get past an eligibility rule.
Final review
- Check flights, dates, passenger names, contact email, currency and final total. Availability and price are checked again before confirmation; review any changes before proceeding.
- Save the confirmation code and open the stored itinerary. If no confirmation appears after payment, follow Payment Problems before trying again.
Holds, Payments and Receipts
Understand whether you have a held reservation or a completed payment.
Reserve or pay
- Where Reserve now / Pay later is offered, it creates a temporary hold. Follow the expiry shown for that reservation. A hold is not a paid ticket and can expire if payment is not completed.
- For immediate payment, use the payment option presented at checkout and complete any gateway verification. Check the currency and amount before authorizing.
Confirm the result
- Review the saved booking and payment status, confirmation code and receipt. A bank notification alone does not establish the booking’s final status.
- The receipt shows saved charges and payment information. Passenger fare references may describe connecting journeys; do not add those references on top of the payment total.
- If email is missing, check spam and retrieve the reservation using Manage trip. Ask the airline to investigate delivery if needed.
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.
Find, Print and Email Your Trip
Retrieve the stored itinerary rather than making a new booking.
Find your reservation
- Open Manage trip and enter the confirmation code and email used for the booking. Review the matching passengers, dates, itinerary and payment status.
- If the reservation is not found, check the code and booking email with the person who booked. A newly created rewards account does not automatically attach every historical booking.
- Signed-in account trips show linked records. An empty account list does not prove that no reservation exists; use the confirmation-code lookup or contact the airline.
Print or email
- Use the displayed print action for a saved itinerary. Confirm the document is the correct reservation before sharing.
- To send an itinerary, review the recipient addresses in Manage trip and use Send Email. The document may contain all travelers in the reservation; send it only to intended recipients.
- A successful send request does not prove delivery. Check spam and ask the airline for help if the document does not arrive.
Changes, Name Corrections and Cancellations
Contact reservations before changing your travel plans.
Prepare the request
- Give the airline your confirmation code, travel dates, affected traveler and requested change. Ask about seat availability, fare differences, fees and deadlines before agreeing.
- A spelling correction keeps the same traveler. A transfer changes the traveler and may require permission, eligibility checks and a fee. Do not make a new account or edit identity details to bypass these controls.
Confirm the outcome
- Follow the airline’s authorized change or cancellation process. Do not assume Manage trip offers self-service changes or refunds.
- After an approved change, obtain the updated itinerary and check every affected flight and traveler. An earlier printed boarding pass or itinerary may no longer be valid.
- Cancellation and refund are separate steps. Ask the airline to confirm refund approval, method and status. A cancelled reservation or review request does not mean money has been returned.
Baggage, Check-in and Boarding
Prepare using the conditions on your own booking.
Before travel
- Read the itinerary’s check-in and boarding deadlines and the airline’s travel-document requirements. Contact the airline for any missing guidance, international requirements or assistance requests.
- Check the number of bags, weight allowance and whether weight is per bag or combined. Extra baggage remains subject to fees and aircraft capacity.
- Ask the airline in advance about infants, children, pets, mobility assistance or unusual items. A fee shown online does not establish that a special service has been approved.
At the airport
- Bring the required identity/travel documents and booking reference. Follow staff directions for passenger and baggage weighing, check-in and boarding.
- Check printed passenger names and flight details. A seat marked Not assigned means no seat number has been recorded yet. Follow the crew’s seating instructions.
- For delays or missed deadlines, contact airline staff promptly. A scheduled time alone does not prove the aircraft has departed or arrived.
Accounts, Passwords and Rewards
Maintain your traveler profile and understand rewards references.
Sign up and sign in
- Use Sign up to create a traveler profile with accurate details and your own email. Complete email verification before signing in where required.
- If verification is missing, expired or rejected, check spam and follow the page’s resend or support instructions. Use Forgot password on the sign-in page when you cannot access your account.
- Review saved travelers before using them in a booking. Creating an account does not transfer ownership of historical reservations.
Rewards
- Enter each traveler’s own rewards number and matching identity details when booking. The payer does not automatically receive every traveler’s credit.
- Expected points are estimates; posted points are credited rewards. Use the dedicated Rewards and receipt help page for the currently implemented earning and redemption rules.
- Ask reservations about missing credits or reward travel. Keep the confirmation code, date, route and membership reference ready. Do not promise automatic award checkout or restoration.
Requesting a Private or Shared Charter
Understand the steps from request to confirmed aircraft travel.
Request and quote
- Where private charter requests are offered, submit the itinerary, dates, passenger count, contact details and aircraft preference. A request does not reserve an aircraft.
- Review the quote link supplied by the airline: itinerary, whole-aircraft price, currency, taxes, expiry, deposit, cancellation terms and operating arrangements. Accept only the current quote you intend to purchase.
Sharing and an undecided return
- Choose exclusive private travel or tell the airline you are willing to share. Willingness alone does not permit the airline to sell seats beside you. Review and explicitly accept the sharing terms, including any price reduction or credit, in the quote.
- Aircraft preference and the aircraft assigned by the operator can differ. Your quote states the operating aircraft and whether your party has exclusive use or a protected seat allocation.
- If your return time is undecided, the airline will agree a departure window and whether the aircraft waits or collects you later. Confirm the exact return time with the airline before travel. A pending return does not promise unlimited aircraft availability.
Invoice and confirmation
- Use the invoice/payment instructions supplied after acceptance. A quote acceptance or deposit alone does not establish operational confirmation; ask the airline to confirm the charter.
- Provide the passenger details requested by the airline and check each traveler’s itinerary. Use the charter invoice for the actual balance; zero-value passenger records are not evidence that the charter is fully paid.
- For a correction or cancellation, contact the charter team and obtain confirmation of the operational and financial outcome.
Contact the Airline
Prepare enough information for the airline to resolve the issue.
What to provide
- Use the airline contact details shown on the website or your itinerary. Provide confirmation code, affected flight date/route, a brief description, expected result and the time of the problem.
- For screenshots, hide card details, passwords, verification links and other travelers’ information that is not needed. Never post booking references publicly.
- For imminent travel, use the airline’s published urgent contact method. Help documentation does not submit a support case.
Follow up
- Keep the case/reference and agreed next step. Ask the airline to confirm a booking change, payment or refund using the saved record rather than relying on an unconfirmed message.