Help Center

Questions about Flight Bookings

1How do I make a flight booking?
Making a flight booking request on our website is easy. You need to select the departure airport, destination and the number of passengers. Choose the flight price and times that best meet your needs, fill in the payment fields and submit your request. Once the booking request has been confirmed we will send you the Booking ID and the airline reference number.
2How do I know if my flight booking is confirmed?
Bookings are usually confirmed immediately but occasionally there can be a delay. This can be due to the requested rate no longer being available, verification problems with the airline or requests for special assistance. If you do not receive your confirmation email within 24 hours of making a booking request, or an email informing you that we have been unable to confirm your booking, please contact our Customer Care Team who will check the status of your booking.
3Can I cancel or change my flight booking?
When you purchase a flight please remember that, in addition to our Terms & Conditions, your booking will also be subject to the airline's Terms & Conditions. Please note that some fares are non-refundable and non-changeable once they're booked. Rules and penalties vary by airline, so it's important to check the rules associated with your booking. Contact our Customer Care Team to request a cancellation or change quotation.
4How much luggage can I check in for my flight?
Luggage allowances and policies can vary depending on the airline you are flying with. Your confirmation email includes the luggage allowance and policies for the fare you have booked. If you need more information on luggage allowances and policies, please contact our Customer Care Team.
5What is the check-in policy for my flight?
Check-in policies can vary depending on the airline you are flying with. Your confirmation email includes the check-in policy for the airline you have booked. We recommend you check in online as some airline impose a fee for checking in at the airport and issuing boarding passes. If you need more information on luggage allowances and policies, please contact our Customer Care Team.

Questions about Hotel Bookings

1How do I make a booking?
Select the destination, departure and arrival dates, the number and type of rooms, the category and any desired services. The search engine will provide you with the accommodation most suited to your search criteria.
2Do I have to include infants in the booking?
Yes. To search for bookings you will need to mention the number of adults (aged 12 years and over), children (aged between 2 and 11 years) and babies (aged 2 years and under).
3 Can I request a cot in my hotel room and will there be extra costs?
Depending on the room type you may be able to request a cot in the room, there may be an additional charge. You can request it by contacting our Customer Care Team and one of our operators will forward your request to the hotel. Special requests cannot be guaranteed and may not be confirmed until you arrive at the property.
4What should I do if I don’t receive a confirmation email?
If you have not received the confirmation of your reservation within 48 hours of making the request, please contact our Customer Care Team. One of our operators will verify the status of your reservation and send you, where applicable, a confirmation of the purchase.
5Can I cancel my hotel booking?
Please note that some room types are non-refundable from the time they are booked. Additionally, hotels will generally charge a higher fee if a cancellation occurs within 24 to 48 hours of the scheduled arrival. Rules vary according to hotel and room type so it's important to check the rules associated with your booking. The specific rules for the hotel you are booking will be displayed on the website when you complete your booking. Once you have made your booking they will be detailed on your confirmation email. If you need to cancel your reservation please contact our Customer Care Team.

Questions about Insurance

1Why do I need travel insurance?
Just as you have home or car insurance, travel insurance is no different, by protecting the investment you make in travel plans. Travel insurance can protect your financial investment (up to the amount of your policy limits) should your trip be cancelled or interrupted for a covered reason, as well as provide additional benefits like baggage protection and emergency medical and dental coverage.
2What is included under non-refundable costs?
Non-refundable costs include your trip deposits/payments that would be lost if you had to cancel for a covered reason prior to trip departure. Some examples include cruise, tour and airline ticket costs. Be sure to consult your travel coordinator to determine what costs are non-refundable for your particular trip as cancellation policies vary.
3 If I cancel my trip, do I get my money back?
Trip cancellation coverage gives cash back for prepaid, nonrefundable payments if you have to cancel your trip for one of the reasons covered by your policy. Some reasons include sudden covered medical emergencies, financial default of a covered airline, cruise line or tour operator, employer termination, terrorist incidents, and jury duty. Some reasons for cancellation aren't covered, such as changing your mind about taking a trip or other things not named in your policy/certificate of insurance. If you cancel your trip for a covered reason, you must notify within 72 hours of the cancellation.
4 How do I cancel a policy?
For fastest service, you can contact our Customer Care Team. For a full refund of your premium, you must cancel within 10 days of your policy purchase and have not filed a claim or departed on your trip.
5How far in advance can I buy my travel insurance policy?
You may purchase a travel insurance policy up to 12 months prior to your departure date.
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