Frequently asked questions

This page has answers to our most frequently asked questions.
Can't find what you're looking for? Get in touch with our team.


Visit the airline's website to see if it is possible to check in online before departure. Check in using the airline’s booking number which can be found in your travel document.

We recommend that you always have your passport with you when you are travelling. Depending on where you are travelling to, you may be refused boarding if you do not have valid travel documents; for example, your passport, visa and transit visa. Your travel documents must meet the requirements of both the country and the airline.

If you need a visa and/or to have vaccinations, it is your responsibility to obtain these.

You can get in touch with our team via our contact form. We aim to respond to online queries as soon as possible.

Alternatively, you can contact us directly via one of the listed channels on the Contact page.

Your booking confirmation is automatically sent to the email address you gave at the time of booking. If you have not received your booking confirmation, it’s possible that you gave an incorrect email address. Some email servers may also classify these types of emails as spam. Check that the email has not been moved to your spam folder.

You can always contact us and we will send you a new booking confirmation. Please note that it is very important that you provide the correct email address as we use this to notify you about any changes to the timetable or other changes to your booking.



Changes & Cancellations

If you want to cancel your flight you can contact us by email or phone. Note that the flight is not cancelled until you have received confirmation from us. Different airlines have different rules for how late you can cancel. You can also contact the airline directly to cancel your tickets. 

Airline regulations generally do not permit refunds of cancelled tickets. We must always comply with the airline’s regulations and cannot make exceptions. However, in some cases, it is still possible to have airline tickets refunded. If you contact us, we can look into the specific conditions that apply to your ticket. If the airline permits refunds in the case of cancellation you will receive information on any charges for this before the cancellation is finalized.

Travel Alerts

We recommend that you visit the airline's website or contact the airline directly before departure to check the status of your flight. You can also use the link included in your booking confirmation. If you click on the link you will see the most up-to-date information regarding your flight, including cancellations and delays.