Frequently asked questions

Organising your trip

1 - How do I check in online?

Online check-in saves time at the airport by removing the need to queue at check-in desks. The majority of airlines allow you to check in online 24 – 48 hours prior to flight departure or directly at the airportThe booking code which you will need for this is the same as that stated on your electronic ticket as: Airline code

2 - Is luggage included in my booking?

In the second step of your online purchase, your baggage allowance will be displayed.  A suitcase icon is displayed next to the selected flights. If there is a red checkmark above this icon, there is no luggage included for this part of your itinerary. If a single suitcase is displayed, you may check in one piece of luggage, usually 23 kg, but this depends on the airline. If two suitcases are shown, you may check in two pieces of luggage, and so on. Bear in mind that hand luggage is always included. If you need to add more luggage, you must contact your airline directly. We recommend that you consult the airline’s website or their customer services by phone.

3 - I want to travel with my pet. How can I add it to my booking?

Contact our customer services in order to add your pet’s information to your booking; we need to know the type and size of the animal as well as the weight and dimensions of the carrier box used to transport it, in order to pass this information on to the airline. Once we have done this for you, please contact the airline directly in order to learn about the transport conditions (sanitary requirements, fares, billing terms).

4 - I would like to add a special meal option for my flight. How can I do this?

Please contact our customer services for this.

5 - I have made a booking on your website, and now I would like to reserve a seat. How can I do this?

Please contact our customer services for this.

6 - My son is a minor, but wants to travel alone. What do I have to do? Which procedure is required?

Generally speaking, unaccompanied minors are not accepted on flights. Despite this, bookings for unaccompanied children may be requested through our customer services department, which will be happy to contact the airline on your behalf to see if the case is accepted. Airlines usually accept a certain number of unaccompanied minors on flights, but this must be arranged beforehand. This varies from airline to airline. Minors who have not yet reached 5 years of age are never accepted on flights unless accompanied by an adult, and no exceptions are made to this rule. For minors between 12 and 18 years travelling alone to international destinations, special assistance may be requested or a special request must be made should such assistance not be required.

Unaccompanied minors may be accepted if the following requirements are met: The request for assistance during the flight must be accepted by the airline prior to boarding. The minor must be accompanied to the departure airport by an adult, who is also responsible for check-in procedures, presenting the corresponding indemnity form and waiting for the airplane to take off.

7 - Passengers with reduced mobility:

A passenger with reduced mobility is any person with a physical disability (sensory or motor), intellectual disability or impairment, or age or any other cause of disability that requires special attention.

Airlines have varying policies and facilities for passengers with reduced mobility, and in each airplane there is a limited number of seats for such passengers.

If you wish to book a flight and require special assistance, make a booking in the same way as usual and then contact our customer services immediately.

8 - Do I need to re-confirm my booking before departure?

We recommend that you contact your airline 48 hours before departure to make sure that no changes have been made to your flights.

9 - What if I have made a return booking, but only want to use one of the flights?

If your itinerary has been issued as a single ticket, and one of the legs of your journey is not used, the rest of the flights are automatically cancelled.

This means that the airline will automatically cancel the return flight if you do not board your outgoing flight, and if you use your outgoing flight, but fail to board your return flight, you are not entitled to any reimbursement.

If you are not going to use any or some of your booked flights, contact us before departure so that we can inform you.

10 - My flight includes a stopover in the USA. Do I need a visa? What travel documentation do I need?

We recommend that you check this directly with the US embassy in your country, since the requirements vary depending on your nationality. To enter the United States there are three types of visa: tourist, work, and student visa.

The requirements for tourist visa are:

 

E.U. citizens

In order to enter the USA for a stay of less than 90 days, E.U. citizens do not require a visa. They only need a machine-readable passport.

Since 12 January 2009, it is required to complete the following online form at least 72 hours before arriving in the USA. The form must be completed for all persons traveling, including children.

The above-mentioned requirements (machine-readable passport and completed entrance form) are valid for citizens of the following countries:

Germany, Andorra, Australia, Austria, Belgium, Brunei, South Korea, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Hungary, Iceland, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, New Zealand, Norway, Netherlands, Portugal, United Kingdom, Czech Republic, San Marino, Singapore, Sweden, Switzerland.

 

Countries in Latin America

If you are a citizen of a country in Latin America, you will find information on travel requirements on the web pages of the respective US Embassies. Find below a listing of the official web pages of the most important embassies.

In order to travel to the United States of America, you need to hold a valid passport which corresponds to one of the following categories:

  • Machine-readable passports issued/renewed/extended before 26 October 2005.
  • Machine-readable passports issued/renewed/extended between 26 October 2005 and 25 October 2006, which include a digitised photo on the identification page. Holders of these kinds of passports do not need to obtain a new one with integrated chip.
  • Machine-readable passports issued/renewed/extended after 26 October 2006 need to have an integrated chip containing the information of the identification page.

For any additional questions, see the US Embassy website: http://travel.state.gov/content/travel/english.html

11 - I want to change my reservation. What do I have to do?

Just contact our customer services. We will help you with your request and inform you about the possibilities depending on your airfare. We can process changes up to 24 hours before the scheduled flight departure; after that, you must contact the airline directly.

12 - The airline has made a change to my flight times. What do I have to do?

If you have received a notification about changes to your flight times, you may contact our customer services and let us know if the alternative itinerary offered to you by the airline is correct and adequate for your needs. Bear in mind that such changes do not depend on us; you can also contact your airline directly in order to find an alternative itinerary. We recommend that you contact the airline directly if less than 72 hours remain before flight departure.

13 - I have purchased basic Cancellation Insurance. How can I request a refund of my tickets due to illness?

Our Cancellation Insurance allows you to reclaim 85% of your ticket price in case you have to cancel your booking for reasons of ill health or death of the insured person or close relative (parents, children, spouses, parents-in-law, stepchildren). This insurance does not cover any medical conditions or ailments which already exist at the time the insurance is acquired.

In order to benefit from the insurance, you must choose the option Cancellation Insurance at the time of your booking and you must notify us of your desire to cancel your flight at least 24 hours before the scheduled departure time of your flights. This insurance is only valid for cancellation of your entire booking, and not for bookings which have already been used in part.

You must notify our customer services of your desire to cancel your booking, specifying the reason for cancellation and enclosing a medical certificate stating that it is impossible for the insured person to travel on the grounds of ill health of the insured person or close relative. In this case, you must also enclose a document which proves your family relationship (family record, etc.)

Once your request (and the relevant documentation) is received, the cancellation process is initiated. Within 30 days, you will receive a refund of 85% of your ticket price (administrative fees are not refundable).

14 - How can I purchase Cancellation Insurance Plus? What are the conditions?

Our Cancellation Insurance PLUS allows you to reclaim 85% of your ticket price should you be unable to travel for any reason.

In order to benefit from the insurance, you must choose the option Cancellation Insurance PLUS at the time of your booking and you must notify us of your desire to cancel your flight at least 24 hours before the scheduled departure time of your flights. This insurance is only valid for cancellation of your entire booking, and not for bookings which have already been used in part.

You must notify us of your wish to cancel your booking using our online form on the contact page or by fax to +34-91-754-5683 with the subject line: Cancel booking with Insurance Plus + booking code + departure date.

Once your request is received, the cancellation process is initiated. Within 30 days, you will receive a refund of 85% of your ticket price (administrative fees are not refundable).

15 - Is it necessary to buy travel insurance?

It is recommended to buy travel insurance. It is always better to be covered in case of any problems which could arise during your trip. To fall ill or have an accident in another country is not a lot of fun. Therefore, we recommend that you have medical insurance at all times during your trip. You may purchase Travel Insurance directly on our website; see conditions here.

16 - I want to cancel my booking. What do I have to do?

Just contact our customer services. We will help you with your request and inform you about the conditions depending on your airfare. Bear in mind that most tariffs do not allow any cancellation, which is why we recommend that you purchase our Cancellation Insurance Plus when you make your booking. This enables you to cancel your booking for any reason.