FAQ | Travelwings
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FAQ

Frequently Asked Questions and Answers

Flight Bookings

Q: Why does your website show the message "the flight you have selected has no more seats available" when the flight shows available on the flight results page?

A: Airfares can change minute by minute based on demand and availability. Between the time of your flight search and actual booking, seat inventory in a particular booking class (fare) may sell out. Airlines then sell their available inventory at a higher price. We monitor these changes closely and make every effort to keep inventory and fares in our displays as current as possible.


Q: Can I search by entering a three–letter airport code instead of a city?

A: Yes, you can. For instance, search for Dubai by typing "DXB", or, you can type in "Dubai" and you will find all the Airports available in the search Widget.


Q: Which different classes can be booked for international flights?

A: You can book Economy Class, Premier Economy, Business & First Class for International flights. In some cases you would not find First or Business Class results as these airlines might not be operating First or Business Class in these routes.


Q: What is meant by a direct flight?

A: A direct flight is a point to point (city to city) flight that is either non-stop or has one or more intermediate stops, but with no change of aircraft. Changing aircrafts and terminals increases the duration of your journey. Direct non-stop flights are generally the shortest in duration followed by direct flights with stops.


Q: How do I register to become a member of Travelwings.com?

A: Gaining a membership of "Travelwings.com" is simple and you can register by clicking the "Register" option displayed on the website. Once registered, you will receive a unique password tagged to the email that you have registered with using "Travelwings.com" instantaneously in your inbox.


Q: Can I change my User Name and Password?

A: Your user name is your registered email address and cannot be changed. However, you have the privilege to change your password by logging into your account.


Q: How can I log in to my account, if I forgot the password?

A: Upon clicking on the login button, there is an option, "Forgot password" above the sign in button on "Travelwings.com". By clicking on "Forgot password", the system will ask the customer for the registered email address. After the customer enters all the information, he will receive the new password through email.


Q: How do I request a special meal for my flight?

A: Certain airlines ( Low Cost Carriers ) now charge for in-flight meals or no longer offer a meal service. You have an option to place a meal request when you purchase tickets online or you can call our customer care executives. Special meal requests must be done at least 96 hours prior to the scheduled departure. These requests are not guaranteed and are at the discretion of the airline.


Q: What is an indirect flight?

A: An indirect flight is one where stopovers via intermediate cities are involved. Indirect flights involve change of aircraft and often a change of terminal. It is not permitted to break your journey in a transit city.


Q: What is code–share?

A: Code–share describes tickets sold by an airline for a flight operated by a partner airline. This is an arrangement between two or more airlines to use each other’s aircrafts.
For example, 9w 3456 is a code sharing flight of Jet Airways operated by Etihad Airways Aircraft.


Q: What does a transit airport mean?

A: A transit airport is one where you land for a break in your journey. You may or may not change aircrafts at the transit airport but you will definitely not be able to leave the airport when you’re in transit. Your itinerary will give you the details about the duration of transit time.


Q: I’m taking a connecting flight. Will I need to change terminals?

A: In most cases, you will need to change terminals in order to board your connecting flight. Sometimes, the terminals are at quite some distance from each other and you’ll need to set aside some extra time to commute from one to another.
Do make it a point to enquire about your terminal as soon as you arrive, since gate numbers and terminals may change at the last moment.


Q: Can I book for infants and children on Travelwings.com?

A: Yes, you can book your travel along with infants and children on Travelwings.com. However, we do not yet allow bookings for unaccompanied minors. When booking international flights for infants, please keep these points in mind:

  • Every passenger requires a valid passport.
  • Infants and children must be accompanied by an adult at least 18 years of age.
  • You can book no more than one infant (under 2 years) per adult. But one adult can fly with a child and an infant.
  • The infant must be under 24 months of age while travelling the last leg of the journey to qualify for an infant fare.

Q: What is the maximum number of seats that I can book?

A: You can book up to 9 travelers per booking. If you require an assistance on group travel then you reach our customer care department on our Toll Free no 800 894647 -- 24X 7.


Q: What’s an e–ticket?

A: An e–ticket (electronic ticket) is a paperless electronic document with a unique confirmation number that neatly replaces the hassles of a paper ticket. When you purchase an e–ticket, we email it to you instantly to your e-mail id mentioned during the booking process. Simply print it out and bring it with you, along with your passport and valid visa to the airline check-in counter. Or. Use your smart phone to display your e-ticket.


Q: What are the things to remember before your travel?

A:

  • Passport: Your passport must be valid for at least 6 months from the outbound date of travel. All travelers must have individual passports including children and infants.
  • Visa: You must be in possession of a valid visa for countries that do not facilitate visa on arrival. You may require travel insurance and a pre-determined amount of foreign currency to qualify for a visa to certain countries.
  • Transit Visa: Some countries require you to have a valid transit visa even if you’re not stopping en-route. Entry and transit requirements are subject to change and you are advised to check the requirements prior to travel.

Special Service Requests

Q: Can I book a certain seat number through Travelwings.com?

A: Please convey your seat preference to our customer service executives. We’ll have to contact the airline directly before we can confirm your preferred seat. Bassinet seats for babies can be requested through the Travelwings.com customer service center too. There is often a high demand for a limited number of seats in bassinet locations, so book well in advance to avoid disappointment.


Q: Can Travelwings.com arrange for wheelchairs?

A: A wheelchair can be requested through the Travelwings.com customer service center. Certain Airlines charge for the same and has to be paid at the airport. Certain airlines require a medical certification to be submitted prior to travel.


Q: Can Travelwings.com arrange for wheelchairs?

A: A wheelchair can be requested through the Travelwings.com customer service center. Certain Airlines charge for the same and has to be paid at the airport. Certain airlines require a medical certification to be submitted prior to travel.


Q: Can I enter my frequent flyer number at the time of booking?

A: Yes, you can enter your frequent–flyer number at time of your booking. However, please note that accruing miles/points on the flights you book is subject to confirmation from the airline. Some promotional fares do not qualify for frequent flyer miles/points. Also, please note that the name entered and the frequent Flyer number should match in the Airline record or else, airlines might not calculate your miles for your travel purchased.

Queries after booking

Q: How do I know my reservation was booked?

A: We’ll send you an email to confirm your booking along with your travel vouchers such as e-ticket etc...


Q: Do I need to confirm my flight reservation before I fly?

A: No, confirmation of flight reservations is no longer required. Your e-ticket is a sufficient confirmation of your booking.


Q: How do I get my e–ticket details?

A: We’ll send your e–ticket details to the email address you entered during the process of making your booking online.


Q: How much baggage can I carry?

A: Some Cabin and checked-in baggage limit varies from airline to airline. Some airlines have baggage weight restrictions along with baggage size dimensions and others have a specific number of pieces permitted. Please note that restrictions on baggage apply to both checked–in bags as well as cabin baggage. Often, you’ll be asked to pay for any checked–in luggage that exceeds the weight permitted. Cabin luggage that exceeds the weight limit is not permitted and will have to be checked in.
Keep these pointers in mind:

  • Remember to find out checked–in and hand baggage allowances.
  • Don’t pack valuables in your checked–in baggage.
  • Carry medication, money and important documents in your hand baggage.
  • Most airport security regulations permit limited quantities of liquids, gels or pastes that must be carried in containers not exceeding 100ml. This includes medicines, shampoo, creams, hair gel, hair spray, suntan lotions, toothpaste, liquid or aerosol deodorants, perfumes, cosmetics, water and other drinks, soups, syrups etc...

The containers must be carried in a separate clear plastic, zip–top or re–sealable bag.
Some countries do not permit any liquids in your hand luggage.
To find out the baggage allowance of the airline you’re flying or more information about baggage, call our customer care executives round the clock (24*7) on our Toll Free number 800 894647 ) .


Q: How do I get my e–ticket details?

A: We’ll send your e–ticket details to the email address you entered during the process of making your booking online.

Flights Cancellations & Refunds

Q: How do I cancel a flight reservation?

A: With Travelwings.com, you can cancel your flight no later than 8 hours before the time of departure. However depending on the airline/sector the cancellation policy might differ and in certain cases carriers may not allow cancellation 24 to 72 hours before departure. Please check the cancellation policy carefully before going ahead with the cancellation request. For any further assistance you can get in touch with our customer care department in the Toll Free number 800 894647, or you can email us at customer.care@travelwings.com


Q: What are the cancellation charges?

A: The cancellation charges depend on many factors, such as airlines, sectors, fare structure and time of cancellation. Often, different airlines have different cancellation charges and policies. Some sectors have higher cancellation charges than others. Some fares attract higher cancellation charges than others. Usually, the closer it is to the departure date, the higher the cancellation charges.

To understand the charges applicable to your reservation, check the fare rules mentioned on the booking page (in case you missed it then, you can always go back to your Travelwings.com Account and check out your trips pages). Apart from the cancellation charges levied by the airline, Travelwings.com charges a cancellation fee of AED 50 per passenger per trip. In certain cases depending on airline policies you need to pay the Travelwings.com charges of AED 50 upfront while requesting for the cancellation of the ticket. The Airline cancellation charges will be deducted additionally from the initial booking amount the customer has paid and the rest of the amount will be refunded back to the customer in his/her credit card.


Q: How will I get my money back after a cancellation?

A: Cancellation policies differ from airline to airline. Along with these charges, Travelwings.com charges an amount of AED 50 upfront while requesting for the cancellation of the ticket. The Airline cancellation charges will be deducted additionally from the initial booking amount which the customer had paid and the rest of the amount will be refunded back to the customer.

For example, if you used your credit card, we will make an appropriate charge reversal. If you used your debit card, we will credit the money back to the debit card.


Q: How long does it take to process a refund?

A: Refund computation will take 3-5 working days and the amount will reflect in your account in between 3 to 6 months depending on the issuing Bank and the airline.


Q: I still haven’t received my refund. Help!!

A: You can mail us at customer.care@travelwings.com or, you can call us on our Toll Free number 800 894647, and our customer care representative will assist you.

Re–scheduling

Q: How can I do the amendment of my booking?

A: You can change the date, time, class of travel, sector, or, all three of your booking by calling our customer care representatives on the Toll free number 800 894647 no later than 8 hours before the time of departure. However, depending on the airline/sector the re-issue policy might differ and in certain cases carriers may not allow re-issues between 24 to 72 hours before departure. The tickets will be re-issued after you’ve made the payment which is inclusive of Travelwings.com amendment fee, Airline charges, plus fare difference (if any) and will be mailed to you instantly.


Q: What are my amendment charges?

A: All amendments come at a fee that varies from airline to airline. In addition to this fee, Travelwings.com charges an amendment handling fee of AED 50 per passenger per sector. We’ll collect these charges from you when we make the changes to your travel plans. We’ll also collect the difference in fare and taxes applicable when the amendment is made.


Q: How do I get my travel documents after an amendment?

A: We’ll email your amended travel documents instantly to the email address you used for the original booking.


Q: Can I cancel my tickets after an amendment?

A: Yes, you can. However, you have to call our customer care executives to cancel the amended tickets after paying the cancellation charges. Just check our cancellation policy section for more details.

At the Airport

Q: Security at airports

A:

  • Please allow yourself plenty of time to go through the airport security checks, as you may have to queue up, particularly at rush hours.
  • All electronic items such as laptops and mobile/cell phones may be subject to additional screening.
  • Keep your boarding pass and passport within easy reach to show to the security staff.
  • Remove all metal objects prior to passing through the metal detectors.

Q: Customs regulations in UAE

A: For information on customs, please visit www.customs.ae

Hotel Bookings

Q: I made a hotel reservation online. Do I get a confirmation voucher?

A: All online bookings for hotels will generate a confirmation voucher with a confirmation number. We do issue vouchers to confirm the booking. We advise all of our passengers to print the booking confirmation, and, present at the time of check-in.


Q: How do I add additional passengers to an existing hotel booking?

A: Adding a guest to the same hotel room can be done by calling our customer service desk on our Toll free number 800 894647, provided, the hotel allows an addition of guests .If you need to book an additional room for the guest you may do so online as a new reservation.


Q: What if I have to cancel my hotel booking?

A: Cancellations can only be accepted within the specified timeframe that are displayed on your confirmation. Additional hotel refund policies are applicable. No reservation can be cancelled after the date of check-in, and guests are responsible for any and all "no show" charges. Refunds are at the discretion of the hotel and may not result in full refunds. On some non-prepaid hotels, hotel companies require a deposit up to and including the full amount of the stay, which will result in non-refundable cancellations and no modifications allowed.

  • Travelwings.com charges a cancellation fee of 50 AED per booking.
  • You need to make a call to our customer care department on the Toll free number 800 894647 to make a request for the cancellation of the booking.
  • These fees may vary based on property restrictions or dates of travel. Changes to dates, reduction in rooms, or any other amendments are subject to fees based on hotels policy. Please verify the cancellation policy prior to purchase completion.

Q: Do online bookings require immediate payment?

A: Yes, we require a credit/debit card number to confirm your hotel booking.


Q: What should I do if I have problems checking in, or they can’t find my reservation?

A: It’s a good idea to print the Travelwings.com confirmation voucher. Please present the voucher at the hotel check-in counter and yet you still face an issue, please call our customer care center on 800-894647 immediately.


Q: How do I change the dates for my hotel?

A: Any amendments to dates, room type, traveler’s names, etc is at the sole discretion of the individual hotel policy. Travelwings.com charges a 50 AED date change fee per booking.

Date changes is applicable within the specified timeframe that are displayed on your confirmation voucher. Additional hotel refund policies are applicable. No reservation can be changed after the date of check-in, and guests are responsible for any and all "no show" charges. Refunds are at the discretion of the hotel and may not result in full refunds. On some non-prepaid hotels, hotel companies require a deposit up to and including the full amount of the stay, which will result in no modifications allowed from the Hotel.

  • You need to make a call to our customer care department on the Toll free number 800 894647 to make a request for the date change of the booking.
  • These fees may vary based on property restrictions or dates of travel. Changes to dates, reduction in rooms, or any other amendments are subject to fees based on hotels policy. Please verify the cancellation policy prior to purchase completion.

Q: Is the type of bedding I select confirmed?

A: Hotel Requests for specific features such as bedding type or non-smoking rooms. However, this is not guaranteed. While most hotels will strive to honor your requests, Travelwings.com nor the hotel guarantees that your request will be honored.


Q: Can I take my pet with me into the hotel?

A: Hotels change pet acceptance policies often and without notice. It is very important that you confirm directly with the property that they do, indeed, accept pets. Travelwings.com accepts NO RESPONSIBILITY for an individual property's pet policy. You must call the hotel directly to confirm pet policies, including pet restrictions on breeds.


Q: I called the hotel and they don’t have my reservation. What should I do?

A: "This is a fairly common practice and an in many cases, the hotel will not receive the actual guest name until 72 hours prior to arrival date. Your reservation is secure and guaranteed and our hotel quality assurance team personally verifies check in details with each hotel prior to each day’s arrivals. We recommend you contact the property within three days of your scheduled arrival to confirm your details or you can call on our customer care center on 800-894647.

Transfer/Sightseeing Bookings

Q: I made a transfer/sightseeing reservation online. Do I get a confirmation voucher?

A: The confirmation voucher will be e-mailed to the customer instantly after confirmation. We advise all of our passengers to print the booking confirmation in addition to any other documents required. For guarantee only reservations, we also strongly suggest that all arrangements be confirmed not less than 24 hours prior to departure.


Q: What if I have to cancel my booking?

A: Cancellations can only be accepted within the specified timeframe that are displayed on your confirmation. Additional policies are applicable. No reservation can be cancelled after the date of delivery, and guests are responsible for any and all "no show" charges. Refunds are at the discretion of the supplier and may not result in full refunds. On some suppliers require a deposit up to and including the full amount of the stay, which will result in non-refundable cancellations and no modifications allowed.

Travelwings.com charges a cancellation fee of 15 AED per booking. You need to make a call to our customer care department on the Toll free number 800 894647 to make a request for the cancellation of the booking. These fees may vary based on restrictions so any other amendments are subject to fees based on supplier policy. Please verify the cancellation policy prior to purchase completion.


Q: Do online bookings require immediate payment?

A: Yes, we require a credit/debit card number to confirm your booking.


Q: How do I change the dates for my booking?

A: Any amendments to dates, transfer type, traveler’s names, etc is at the sole discretion of the individual supplier policy. Travelwings.com charges a 15 AED date change fee per booking if change is permitted. Date changes can only be accepted within the specified timeframe that are displayed on your confirmation. Additional policies are applicable. No reservation can be changed after the date of delivery, and guests are responsible for any and all "no show" charges. Refunds are at the discretion of the hotel and may not result in full refunds. You need to make a call to our customer care department on the Toll free number 800 894647 to make a request for the date change of the booking. These fees may vary based on restrictions so any other amendments are subject to fees based on supplier policy. Please verify the cancellation policy prior to purchase completion.

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