The most urgent questions
Wrong date booked?
If you typed in the wrong date, please use our Customer Support page for information to contact us within 12 hours of purchase. Please keep in mind that your current fare may not be the same or available for the new dates you are requesting. There will also be additional fees charged for changing a "non-changeable ticket."
If you typed in the wrong departure or arrival times, please use our Customer Support page for information to contact us within 12 hours of purchase. Please keep in mind that your current fare may not be the same or available for the new dates you are requesting. There will also be additional fees charged for changing a "non-changeable ticket."
If you typed in the wrong airport code, please use our Customer Support page for information to contact us within 12 hours of purchase. Please keep in mind that your current fare may not be the same or available for the new dates you are requesting. There will also be additional fees charged for changing a "non-changeable ticket."
Wrong passenger name(s)?
There are a few considerations here. First, for international travel the name on the reservation must match the name on the passport. However, middle names are ignored so it does not matter if you left out the middle name. For domestic travel, the name on the reservation must match a government issued ID. Secondly, tickets are sold as "nontransferable," so if one of your party decides he or she no longer wants to travel, you cannot have it switched to a new person's name (tickets are "nontransferable" per the airlines). If you typed in the wrong passenger name, please use our Customer Support page for information to contact us within 12 hours of purchase. Please keep in mind that your current fare may not be the same or available for the new dates you are requesting. There will also be additional fees charged for changing a "non-changeable ticket."
Wrong email address?
If you typed in the wrong email address, you will not receive our email confirmation. An email confirmation is automatically sent to the email address provided to us at the moment the ticket is issued. The confirmation email is important for several reasons: 1) it serves as a receipt, 2) it is an important form of identification for you to show at check-in (if you have an e-ticket) and 3) it provides us with an important tool for communicating with you regarding airline schedule changes. To solve this problem there are two possible solutions.
1) If you have your reference code (it was provided on the confirmation page that you printed from the website) but have not received your confirmation email; you can go to the Check My Reservation page for instructions on how to access updated information on your reservation.
2) If you do not have your reference code and did not receive your email confirmation, please make sure you are not over your "mail quota," check your junk mail folders (if any), then please contact us.
How do I add more passengers to my reservation?
This depends on exactly what your mean -- possibilities 1 or 2 below.
Possibility #1: If you are on our credit card page and there is not enough room to put in all your passengers, you need to re-start your airfare search from scratch, making sure you indicate the true numbers of adults, children, and lap infants. If you increase the number of passengers, some fares may no longer be available. If there are not enough seats available at a price, the airline kicks in a higher price (a higher-priced "block" of coach class inventory).
Possibility #2: To add more passengers to a previously booked reservation, please use our Customer Support page for information to contact us. As the airlines change fares and availability continuously, we cannot guarantee that the new passenger will get the same fare or flights.
How do I contact the airlines with a question?
To contact the airlines with a question, please visit our Airline Contact Page. This page will provide you with the toll-free phone numbers for all of the world's major airlines and numbers for many minor airlines as well. Note: The airlines use a different reference code than we do in most cases, so have them look you up by your name and flights.
Will the airline change my flights?
As the airlines make flight schedule changes at their discretion, and some changes are last minute, it is strongly advised that you contact the airlines 24 hours prior to departure to re-confirm your flights. For a list of airline phone numbers, please use our Airline Contact Page. Note: The airlines use a different reference code than we do in most cases, so have them look you up by your name. To see at any time whether the airlines have updated global systems with changed flights, monitor your reservation at our Check My Reservation page, using your reference code for access. If you do not know your reference code, please click here. If the airline has made an inconvenient change, you may call them to ask if they might further alter your itinerary in a more convenient way.
If the airline messages us about a change, we will make an attempt to forward a new copy of your itinerary. However, if you do not receive it, it means either the airline did not notify us (even though they will say that they did), or the airline tried to notify us but the system connecting to us was offline, or your email server did not accept our email (or you typed your email address incorrectly at one time). In any case, this means its your responsibility to reconfirm your flights with the airline prior to each departure.
For rules and contact information, please consult your original hotel confirmation print-out or email. For cancellations or viewing a reservation, please contact the hotel directly. If you have already attempted these steps, please see the IAN customer support at this link: more lodging questions or viewing/canceling reservations. If this does not resolve your question, such as the hotel says you need to contact your booking agent for a refund, then call this number: 1-800-780-5733 or in Europe 00-800-11-20-11-40 (email: email@example.com). Do not use the above phone number or email address for "airfare-only" bookings or questions unrelated to hotels, since the staff will be unable to forward your call or your email. Also, please do not email any other AirGorilla email addresses about a hotel you booked, as only our hotel fulfillment partners have access to the reservation.
Car rental questions?
The most common question is "why did I get charged insurance on the car when I do not remember selecting insurance?" Most of the time, this would be because you are not allowed to rent a car in some countries without the extra insurance. Otherwise, perhaps you did not see a clickbox that was pre-checked and you never unchecked it. In any case, no charges were made without first showing you the true total before you completed purchase.
For any further questions on car rentals, please consult your original car rental confirmation print-out or email. For cancellations or viewing a reservation, you may contact the car rental agency directly, which is often noted in your original car rental confirmation email.
If the car rental company is referring you back to your booking agent, there is further support as follows: here is the help page. You may email car rental booking partners at firstname.lastname@example.org or call 1-800-780-5733 (Europe 00-800-11-20-11-40). Do not use the above phone number or email address for airfare bookings or questions unrelated to car rental, since the staff will be unable to forward your call or your email. For limo rentals, airport shuttles, airport parking, bus rentals, etc, please go back to the main booking page for those systems and find your way to the help manuals. Also, please do not email any other AirGorilla email addresses about a car rental you booked, as only our car rental fulfillment partners as well as the car company itself have access to the reservation.
Package questions? (Air + Hotel or Air/Hotel/Car together as a single reservation)
If you booked a package (combination) of air and hotel under a single reservation, then for rules and contact information, please consult your original package confirmation print-out or email. For additional assistance, contact our partners at NeatGroup: email@example.com or call toll-free from inside USA 1-877-250-6648. If you are calling from outside the US or Canada: 1-312-596-5795 (regular toll charges apply). They are solely responsible for assisting you. We do not have independent access to your reservations. Also, please do not email any other AirGorilla email addresses about a vacation package you booked, as only our package fulfillment partners (Orbitz) have access to the reservation.
Insurance for trip cancellation, lost baggage, etc?
When you click on a fare and go to the final page where you will see taxes included and have the option to put in a credit card, there will be a click-box you can select to add trip cancellation insurance. These are special rates that can only be booked at the time of purchase.
Be sure to click the link next to the box to view the terms of the insurance, especially to see the coverage amounts, since only certain amounts of coverage are currently possible. If the coverage does not appear to cover your entire trip cost, you may wish to book trip insurance using the alternate link in our Travel Tools section of the home page.
Regardless of which place you booked the insurance, if you need to make a claim, please consult the separate email that you would have received confirming your insurance for contact details. If you did not receive that email due to spam blocking, email server failure, or a misspelled email address, please use our Customer Support page to contact us.
Currently all site options are shown on the home page of our website.
Questions about the booking process
Nothing happened or the screen went blank when I tried to purchase?
Did one of the following problems occur? 1) your screen froze, 2) your screen went blank, 3) you were kicked off the internet or 4) nothing happened at all. In most cases, this is not caused by the web site itself but the presence of conflicting software on your system (e.g. adware, firewalls, etc). To see if a reservation was created, please use our Customer Support page to phone or email us. Please also alert technical staff that you are getting an error on the booking engine; please e-mail.
How do I purchase an airline ticket for someone else?
We have recently started allowing you to book these reservations directly online. The card holder does not have to be one of the passengers. In these cases, we will simply perform extra security checks before finalizing the airline tickets to make sure the card holder's permission has been obtained. Often, we may call to check with you so please use the phone number options to include your daytime phone numbers or cell phones when placing a reservation.
Why is a flight or fare shown and then not available when I attempt to book it?
There may be a delay between when a fare or flight is sold out and when the airline updates its inventory in the Airline Reservation System (GDS). This is usually caused by the airlines not updating their availability in a timely manner. We apologize for any confusion, frustration or inconvenience this may cause you. However, please note that GDS availability is the responsibility of the airlines to update; not the responsibility of the travel site. The travel site simply displays the availability provided by airlines to the four GDS's that travel sites can use. All of our competitors' web sites have the exact same issue. If you notice this happening for more than one flight selection, then each of these selections likely shares a common flight segment that is experiencing the problem. In that case you might select a set of flights that involves alternate airlines.
Why did I receive a "Validation Error" when trying to book?
Most likely some portion of your reservation form was not filled out correctly. Common errors are incorrect billing address, wrong credit card numbers, incomplete email addresses, etc. For some errors, you may see red wording at a particular place on the page showing you where the problem occurred. Please make sure all of your information is correct and try to submit the form again.
If you are certain that the information is correct, please save or print your complete details and visit our Customer Support page to phone and/or email us. If you email us instead of using the phone, please include the "Session ID" from the web address bar as well as phone numbers and time to reach you (also your time zone).
How do I cancel my reservation?
Due to the fact that all airline tickets are non-refundable, non-changeable and non-cancelable; unfortunately cancellations are not permitted. If you wish further information or if you placed a reservation in the last 12 hours with a mistake, use our Customer Support page to contact us.
How do I book multiple destinations?
If you wish to involve multiple cities on your trip, you can use the special option at the top of our airfare search engine. The option generally says "Multi-City" or "Multiple Destinations." This takes you to a page that allows up to four "segments." One segment means flying from A-to-B. You might not need all the blanks but you can always leave the last few blanks empty. On the multi-city page, you could try to return from a different city than you land at (A-to-B then C-to-A), called an open-jaw trip. You could also do A-to-B then B-to-C. Meanwhile, A-to-B-to-C-to-D-to-A would be a long circle trip (4 segments). A maximum of 4 segments is allowed on all reservations.
Any longer trips require multiple separate purchases. In those cases, its best to put the longest segments all on one reservation. One reservation could be from the USA to a city in Asia with a return from a different city in Asia. Then you could put all the middle portions of your trip, flying around Asia, on a separate reservation. Try to keep all the long 8-hour flights (or longer) on one reservation.
How do I get or change seat assignments?
Seat numbers are automatically assigned after your reservation has been ticketed on all applicable flights. To confirm your seat assignments, please visit the Check My Reservation page. You will need your six-digit reference code. If you do not know your reference code, please click here. If you do not like your specific seating, you may first try contacting the airline directly using our Airline Contact page. Note: The airlines use a different reference code than we do in most cases, so have them look you up by your name.
Bulk-head / exit-row seating: Airlines do not allow anyone except their own staff to assign this seating. You can request it during check-in.
Two of you flying partially different dates? If you and a companion wish to sit together on one flight but fly on different dates for another flight, you will need separate reservations. If the flights are very full, it does not matter how you book the reservations, you will not sit together or the airline will make you wait until check-in to get a specific assignment together (if you arrive early at the airport you will have the best chance). If the seats are wide open, you can always contact the airline or hit reply to your confirmation email with your preferences and reservation reference codes to ask us to try our best to change your seating.
How do I order a special meal?
There is an option on the passenger information page to choose a special meal. If you forgot to request a meal, please contact the airline directly. For a list of airline phone numbers, please visit the Airline Contact page. Note: The airlines use a different reference code than we do in most cases, so have them look you up by your name and flight information.
Questions about the payment process
Can I pay for the ticket with a debit card?
Yes, however debit cards normally have a low daily limit which may interfere with your ability to purchase your ticket. If your ticket price is higher than your daily limit, you may contact your bank and have them increase your daily limit to the amount of the airline ticket prior to creating a reservation. Your debit card must also have a Visa or MasterCard logo on it in order for the card to be accepted.
Can I pay for the ticket with cash, check, money order, or bank wire?
Unfortunately, this is not yet possible. We hope to have Western Union available in the future. Airlines do not allow us to hold a price for very long on most tickets, so this makes some forms of payment difficult to receive on time. Therefore, we cannot allow them at this point in time.
Are all prices in US Dollars?
As stated on our home page, all of our prices are quoted in US dollars. At some time in the near future, we will allow you to see quotes in a currency of your choice. We will accept Canadian credit/debit cards, which means the final charges on your Canadian statement will be in Canadian Dollars after our price quote has been converted from US Dollars.
Do you accept Canadian credit/debit cards?
Yes, we do accept Canadian credit/debit cards. The final charges on your Canadian credit card statement will be in Canadian Dollars after our price quote has been converted from US Dollars.
I have a non-US non-Canadian credit card, can I use it?
If you can find a way to fit your billing address into the blanks then you may use such a card. If you have a foreign billing address, the postal code and country name may need to be put on the "Address 2" line. Then you put 12345 as the zip code and leave the country as USA if your country is not listed as one of the choices. If we have a hard time verifying your foreign billing address with your bank or the security code on the card, we may contact you for better information or cancel the reservation and email or call you. Although the home page mentions your flight must begin in the USA/Canada, we will try to process any reservations that come. However, we will not ship paper tickets outside USA/Canada, so we may have to contact you to ask for a USA address where we can mail the ticket. Or we can cancel the ticket prior to finalizing the ticket. For more information on how to handle that scenario, click here. If you have a foreign phone number, realize we do not call outside USA/Canada generally, so email is the method of contact. The web site will ask for a phone number, and you can leave off the country code and put zeroes in front to make sure all 10 digits are filled in.
My credit card was declined?
If your credit card was declined, please contact your bank to determine why. Common reasons include the following: (1) using a debit card or check card that has too low of a daily limit, (2) using a card that has not yet been activated, (3) typing an incorrect expiration date or billing address or card number, (4) your credit card company has not cashed your last payment so you are too close to your limit, or (5) the bank is not accustomed to you charging this much money at one time. You may call your bank to ask.
How do I purchase an airline ticket for someone else?
Please click here to visit our "Buy for Others" page.
Is there a service fee for purchasing my ticket through the site?
All airfare prices include non-refundable booking fees. There are click-able links on the web site that display the current values for the fee(s). For more details on the amounts of fees, you can read our fees page. For many fares, your total price may be split into two or more charges. Sometimes there is a separate charge by an airline for each passenger. You may also see charges split into a part called "airfare balance," "service fee," "agent fee," "travel service" or similar.
You should recall that service fees were included the very first time we showed you a fare. Then on the next page the taxes were added and displayed. Charges that have one of the above labels will sometimes mean a special portion of the fare (such as a wholesaler's portion) or service fees or both. For electronic tickets, your total charges always will be what you saw clearly on the credit card screen. Alternately, if paper tickets are required, then as mentioned on the credit card screen, there will be a shipping charge. If somehow you see incorrect or double charges, please email us. Usually all that means is your bank gave us two approvals for the same ticket and you will see one disappear in a few days (your bank decides).
Why are there different charges on my credit card?
For many fares, your total price may be split into two or more charges. Sometimes there is a separate charge by an airline for each passenger. You may also see charges split into a part called "airfare balance," "service fee," "agent fee," "travel service" or similar. You should recall that service fees were included the very first time we showed you a fare. Then on the next page the taxes were added and displayed. Charges that have one of the above labels will sometimes mean a special portion of the fare (such as a wholesaler's portion) or service fees or both. For electronic tickets, your total charges always will be what you saw clearly on the credit card screen. Alternately, if paper tickets are required, then as mentioned on the credit card screen, there will be a shipping charge. If somehow you see incorrect or double charges, please email us. Usually all that means is your bank gave us two approvals for the same ticket and you will see one disappear in a few days (your bank decides).
For information on fees, you can also read our fees page.
Can I use an airline coupon or voucher online?
We are unable to accept vouchers or airline coupons as partial or full payment towards the purchase of an airline ticket. It is suggested that you contact the issuing airline directly. For a list of airline phone numbers, please visit the Airline Contact page.
Questions about the confirmation/ticketing process
How do I review/confirm my reservation?
After making a reservation, you will receive an email that reconfirms all of your reservation information. To review/confirm your reservation, please go to the Check My Reservation page. You will need to know your reference code to pull up your confirmation page. You can then print this page for your convenience. If you do not know your reference code, please click here.
What if I have not received my confirmation email?
We do send an "email test" within minutes after you make an airline reservation. Regarding how to confirm your flights and make sure our emails are getting through to you, please visit our Confirm Flights page.
If you did not receive our email, it could be due to: 1) a misspelled/mistyped email address, 2) putting ".com" when you meant to put ".net". 3) putting "www" by accident in front of your email address (it should not be done), 4) the email going to a different folder (other than your Inbox), 5) spam blockers preventing the email from reaching you (AOL and EarthLink are notorious for this), 6) you have exceeded your "mail quota" and need to delete some emails, or 7) you really have booked your reservation through a different website. To solve this problem there are two possible solutions.
1) If you have your reference code (from printing the confirmation screen of the website) but have not received your confirmation email; you can go to the Check My Reservation page for instructions to pull up your confirmation page. You can then print this page for your convenience, see if its ticketed yet, and if so, see if its e-ticket or paper (needing mailing).
2) If you do not have your email confirmation or reference code, please click here.
What if I do not have a reference code?
The six-digit reference code is comprised of capital letters and numbers. It first appears on the order confirmation screen that displays after you have made a reservation order. If you did not print the order confirmation screen, then it also appears in any email you may have received from us. If you cannot find any emails from us, please go to our Customer Support page to contact us.
If you are sure your email address is correct and is not influenced by spam blockers, then you may have either not completed your booking correctly or you may have made a booking through a different travel site. You can always have the airline look up your name for any reservations or contact your credit card company to see if you have any active travel-related authorizations. If you are sure that you made the booking through this travel site, please go to our Customer Support page to contact us.
I need another copy of my itinerary or I lost my itinerary?
If you need another copy of your itinerary, please go to the Check My Reservation page for instructions on how to pull up your reservation information using your six-digit reference code. You can then print this page for your convenience. If you do not have your reference code, please click here.
I have a confirmed reservation on 2 or more airlines. Why were you unable to issue my ticket?
This question assumes we have left you a message saying we had to cancel your reservation before ticketing. Some airlines do not have ticketing agreements (or luggage transfer agreements) with each other. The itinerary that you chose therefore simply cannot be issued. It is strictly the airlines’ responsibility to make sure their flights are coded properly in standard global systems but the airlines sometimes incorrectly allow their flights to be combined in a manner wih another airline that is not allowed by the other airline. We suggest that you go back on the web site and try to find a convenient and affordable airfare that does not combine those two particular airlines together.
Any charge authorizations for the unticketed reservation automatically drop from your credit card in a time which depends on your bank. We cannot call them to speed up that process since we are not the airline (the charge typically is in the airline's name).
Why are you unable to issue tickets on certain airlines?
We cannot issue tickets on certain carriers due to the airlines not having ticketing agreements with standard global systems (also known as GDS systems). All four GDS companies, which all travel web sites have to pick between, will occasionally show flights on an airline that will not allow tickets to be issued. When this happens, your reservation will be automatically cancelled and nothing will be charged to your card. Any authorization on the credit card will disappear. We will also send you an email to make sure that you are aware that the reservation cannot be ticketed and has been cancelled. It is strictly the airlines’ responsibility to make sure their flights are coded properly in standard global systems. We suggest that you go back on the web site and try to find a convenient and affordable airfare that does not involve the one bad airline.
Any charge authorizations for the unticketed reservation automatically drop from your credit card in a time which depends on your bank. We cannot call them to speed up that process since we are not the airline (the charge typically is in the airline's name).
Do I have an electronic (e-ticket) or paper ticket?
Our system is programmed to automatically issue e-tickets first. If the airline prohibits an e-ticket on your itinerary, then the system will automatically issue a paper ticket and an additional FedEx shipping charge will be applied to your total charges. E-tickets are almost always possible when you book "major" airlines like Continental or British Airways. To confirm whether your ticket has been issued and therefore also whether you have an e-ticket or paper ticket, please go to the Check My Reservation page in order to use your reference code to pull up your confirmation page. If you do not know your reference code, please click here. If you have paper tickets, delivery must be to a US or Canada physical address (and not a PO Box or APO address). If you have not provided us this type of address, please contact us.
Questions about the shipping process
I purchased a paper ticket, how will I receive it?
Your paper tickets are normally shipped within 24 hours of purchase via Fedex with the exception of weekends and holidays. Our travel support center uses 2 day shipping whenever possible and overnight shipping for last minute tickets. Delivery must be to a US or Canada physical address (and not a PO Box or APO address). If you have not provided us this type of address, please contact us or we will contact you after the ticket is prepared.
What is the shipping charge?
Our travel support center uses Fedex 2 day shipping to ship all paper tickets to our domestic customers. For fees and rules on shipping outside the USA, please visit our fees page.
Why did I not receive my e-tickets in the mail?
E-tickets stand for electronic tickets and subsequently are done electronically (without a paper ticket). If you purchased an e-ticket, your email confirmation is your receipt. You will not receive anything else in the mail. All that you need to check-in with an e-ticket is to show your picture ID (such as your driver's license for domestic or passport for international travel). We recommend that you print a copy of the confirmation email that was sent to you so that you have your flight information with you when you travel. You can also view and print your reservation at our Check My Reservation page. Realize the airlines do sometimes change their flight schedules. To monitor, click here. If you did not receive a confirmation email or lost it, please click here.
I did not receive my paper tickets in the mail, what should I do?
First, make sure that your tickets are in fact not just electronic tickets, in which case you would receive nothing in the mail. To view your reservation to see ticket type, click here. For information on how to use an e-ticket, click here. Normal shipments of paper tickets may take up to 3 business days from the date of purchase to the time they arrive at your home. International shipments may take up to 7 business days. If you are sure that you have paper tickets and you have not received them within 7 days of your booking date or within 5 days of departure date, please go to our Customer Support page to contact us with your full names, reference code, the approximate date you purchased the paper ticket, as well as your correct shipping address. We will have someone in the shipping department look into it for you and resolve the issue immediately.
I have a PO Box, how will you ship me the tickets?
For credit card verification purposes you must enter the address where your credit card billing statements are mailed to, even if it is a PO Box or an APO address. However, as per FedEx rules, if your reservation requires a paper ticket, we will be unable to send your tickets to a PO Box or an APO address.
To resolve this problem, please provide us with your new shipping address by contacting us using our Customer Support page. Please note that whenever your departure date is less than five days from the date you purchased your tickets, FedEx may not be able to deliver your paper tickets to you prior to departure, in which case we will make every effort to contact you with alternatives.
Can I send the tickets to a different mailing address?
On our credit card form, you must always enter your correct billing address or your reservation may not go through. Sometimes paper tickets are required. If you would need tickets to be shipped to an alternate address than your billing address please contact us using our Customer Support Page.
I typed in the wrong shipping address?
If you typed in the wrong shipping address, please go to our Customer Support page IMMEDIATELY to contact us with your correct shipping address (no PO Boxes please), reference code, and the names of the passengers. Once we receive the correct shipping address from you we will update your record and ship the documents to the correct address.
Questions about the traveling process
How do I travel with an electronic ticket?
Electronic tickets allow you the convenience of traveling without being required to carry traditional paper tickets. You do not have to worry about losing your airline tickets. With an electronic ticket, all that you need at check-in is your valid government-issued ID card (a passport for international travel), a copy of your itinerary, and the ability to satisfy any foreign entry requirements of a nation you will visit (sometimes a travel visa, for instance, is required). You can obtain a copy of your itinerary by printing out your confirmation screen, confirmation email, or using our Check My Reservation page. That page will allow you to monitor any changes the airline might make to its flight schedule. However, always reconfirm your flights directly with the airline 24 hours prior to departure, as airlines frequently have last-minute schedule changes. For a list of airline phone numbers, please visit the Airline Contact page. You do NOT need to bring the specific credit card that you used to make the purchase if you made the purchase on our web site.
What identification do children need at the airport?
Any children under the age of 18 will need an accompanying adult to certify their identity. Although not required, having a copy of a birth certificate is a good idea. For most international travel, please see our FAQ question, "What are the check-in procedures for domestic and international flights?"
Why do I have to change airports?
All changes of airport are clearly displayed anywhere a fare is shown. Rules regarding airport transfers are mentioned briefly in our terms & conditions file.
Choosing to use an airport transfer: The passenger may choose a fare that has a change of airports for one or more of the following reasons: 1) switching airports can often lower your total airfare, 2) when certain carriers are combined with others, it may require a change of airports, 3) there are no other flight options available to meet your travel needs (you have to fly with a specific airline out of a specific airport).
Transfer method: Unfortunately, the airlines do NOT provide transportation or accommodations to the passenger for the inconvenience of switching airports. This cost and inconvenience will be at your expense and you will have to claim your luggage from one airport and re-check it in at the other airport. There are often buses and shuttles that run on a schedule to transfer between airports (usually every 15 minutes or less).
Time needed for transfer: You will also need to allow for a minimum of 3 hours to make the airport change, barring there are any delays on your flights. Four hours is a more comfortable transfer time, and for some airports that may really be the minimum. It is the airlines' responsibility to alert standard global systems with the correct amount of time needed for a transfer. A travel agency cannot make the determination. If you have a question about transfering between airports, do not hesitate to contact us.
What are the check-in procedures for domestic and international flights?
Firstly, always reconfirm your flights directly with the airline 24 hours prior to departure, as airlines do make schedule changes. For a list of airline phone numbers, please visit our Airline Contact page.
When packing, please remember that new Federal carry-on rules allow for only one standard-size carry-on bag and one personal item such as purse, laptop computer, small book-type backpack or briefcase. The Transportation Security Administration requests travelers not to lock their checked luggage. If your bag is locked and there is a need to inspect the bag, the locks will be removed by security.
New Federal security rules require customers who have checked baggage to fly on the same flight as their checked bags. If you are checking your bags, be sure your name and contact information is on the outside and inside of each bag. If you're checking bags for a domestic flight, you should arrive at the airport 90 minutes prior to departure. If you only have carry-on luggage, plan to arrive 60 minutes prior to departure. For international flights, it is recommended that you arrive at least two hours prior to departure. All international travellers will need their passports. Have your government-issued photo ID available at all times, as well as a printed itinerary if you are traveling with an electronic ticket. As per FAA rules, if you are traveling on a domestic flight with a child or children under the age of 18, they do not need a photo ID as long as the accompanying adult certifies their identity.
As always, passengers should reconfirm their flight times directly with the airlines either the night before or early the day of departure to ensure that no last minute schedule changes have occurred. If you wish to reconfirm your flights with the airlines or if you have any questions about a particular airline's rules, please contact the airlines directly. For a list of airline phone numbers, please visit the Airline Contact page. To see at any time whether the airlines have updated global systems with changed flights, monitor your reservation at our Check My Reservation page, using your reference code for access. If you do not know your reference code, please click here. If the airline has made an inconvenient change, you may call the airline for a better alteration.
What are Visas and passports and do I need them to travel?
Each country has its own Visa and Passport requirements. It is up to each individual to determine the Visa and Passport requirements for the country they will be visiting. For some helpful advice on foreign entry, please visit our Protection Page. Additional tips and information on airport security and check-in procedures can be reviewed by accessing the Transportation Security Administration Web site.
No fares found?
If you simply received a blank screen when trying a search, please alert out technical staff at . If you typed in dates and destinations to begin an airfare search but you were returned to the home page with a notice "No fares found" for your itinerary, then most likely this can be explained in one of the following ways:
(1) - Your search involved one or more very minor airports that have very few flights each day, and the trip would require using multiple airlines, but these airlines do not have agreements to be placed on the same reservation together. If this may be your case, try searching fares using nearby, larger cities.
(2) - During a search for multiple destinations, such as a trip of A to B to C to D back to A, there is a greater likelihood the system will have trouble finding a combination. You may try booking the shorter hop portions of your trip separately. Alternately you may contact us to see if an agent can try to manually put your flights together: contact.
(3) - You searched very specific times of day but there are no flights we could detect that were close to those time. You might try changing your search settings to "Any Time".
(4) - If neither of the above seems to be the problem, then perhaps standard global systems (the "GDS") are experiencing a glitch. This would prevent us from retrieving fares from the airlines. If you think this is occurring, please alert us atwith your cities, dates, times, and number of passengers. Later, possibly try a new search in an hour or two.
Did I make a reservation?
If you clicked and received error code EC 90055, then you do not have a reservation. This occurs when the airline tells us the price has changed since the last time they did a global update of their feed. You can either try continuing at the new price or try selecting a different combination of flights. With other errors: If you clicked to purchase and either nothing happened or you were returned to our home page, please contact us to see if a reservation was created. Provide the names of passengers and the dates and cities of your itinerary.
My question does not appear above, how can I contact Customer Support?
If your question does not appear in the FAQ section, please go to our Customer Support page for information on how to contact us.
Foreign address outside USA/Canada? APO address?
Two Issues for Foreign Addresses:
(1) SHIPPING: First, be advised that we generally will not ship paper tickets outside USA/Canada or to APO addresses (military bases on foreign soil). Typically, if you book a minor foreign airline or combine several airlines together (who are not in the same "alliance"), you are likely to require paper tickets. After booking successfully, you can provide an alternate shipping address within the USA/Canada in case of paper tickets by emailing us. Or, you can ask us to cancel if a paper ticket is being issued. But you need to email that condition within 12 hours and call us if you don't hear back within 12 hours. Contact Information. In the near future, technology will allow us to force only e-ticketable routes to show for flights beginning outside the USA.
(2) MAKING RESERVATION: Currently, the web site booking form only makes it easy to enter US and Canada billing addresses. However, you may type in a full foreign address in the Street Address #1 and #2 lines, including foreign zip. Below that, repeat the city name in the city blank. Leave the nation selected as "United States" even though the address is overseas, and enter the US postal code as 12345. Sometimes, we might not be able to verify a foreign billing electronically with your bank, in which case we will have you fax our credit card form in order to protect the card holder from someone using their card without their permission. If you are booking less than 10 days in advance, you may wish to fax this form even before we contact you (but after clicking purchase on the screen to confirm the reservation first). If you do fax a credit card form, then email us to report it as soon as it happens. If you have a foreign phone number, realize we do not call outside USA/Canada generally, so email is the method of contact. The web site will ask for a phone number, and you can leave off the country code and put zeroes in front to make sure all 10 digits are filled in.
Where is my receipt?
Your credit card statement is your primary receipt in combination with any print-out of your reservation details. If you printed out your original confirmation screen, after you clicked to purchase, that would provide a more exact breakdown of the charges. All airfare status emails (which you receive immediately when booking) include the total of all charges except for shipping. When that email is sent, the tickets are not issued yet, so at that point it is unknown if you will receive a paper ticket and consequent shipping charge.