Question 1

How do I change or cancel a booking?

Accepted Answer

Open the booking from My Trips and use the change or cancel action. Fare rules differ by airline, so the exact penalty and what you would get back are both shown before you confirm anything.

Question 2

When is my card actually charged?

Accepted Answer

Your card is authorised when you press Pay & book, which places a hold rather than taking the money. We only capture it once the airline has confirmed the seats and issued the ticket. If the airline cannot confirm, the hold is released and nothing is taken.

Question 3

What happens if the airline cannot confirm after I have paid?

Accepted Answer

You are put back exactly where you started, automatically. The card payment is refunded in full, any loyalty points you spent are returned to your balance, travel-wallet credit goes back to your wallet and a reward code becomes usable again. You do not need to ask.

Question 4

Which travel documents do I need?

Accepted Answer

A passport, plus any visa your route requires. We will not let a booking through if the passport you enter expires before the journey ends, and we will warn you if it has less than six months left beyond your travel dates, which is what most destinations ask for. You can store scans under Documents so they are ready next time.

Question 5

When do loyalty points appear in my account?

Accepted Answer

Points are credited as soon as your booking is confirmed and appear under Rewards within a few minutes. Bonus points from an offer follow on the same day.

Question 6

What are my points worth, and do they expire?

Accepted Answer

One hundred points are worth one dirham against a booking, and you can spend them at checkout alongside a card. Points expire two years after they are earned, and the oldest are always spent first so nothing lapses that could have been used.

Question 7

How long does a refund take?

Accepted Answer

A refund goes back to the card you paid with, and any wallet or points portion returns to your wallet and points balance. We submit it to the airline the moment you confirm the cancellation, but airlines set their own refund timetables and can take several weeks to release the money, after which your bank needs a few more working days. You can follow the status in your account.

Question 8

What currency are the prices in?

Accepted Answer

Every price on this site is in UAE dirhams, with all taxes and airline fees already included. The figure you see beside Pay & book is the figure that reaches your statement — there is no conversion, and nothing is added at the end.

Question 9

Will I get my ticket on WhatsApp as well as email?

Accepted Answer

Yes, if you give us a mobile number at checkout. You will get the e-ticket, the airline reference and your itinerary on WhatsApp, and the same by email with the tax invoice attached.

Question 10

Do you remind me before I travel?

Accepted Answer

Yes. Around two days before departure we send your itinerary again, with your booking reference and the airline reference, so it is at the top of your inbox when you need it rather than buried under whatever arrived since you booked. Check-in itself is done with the airline directly.

Question 11

Is it safe to store my passport with you?

Accepted Answer

Files are encrypted before they are stored and kept in private storage that is not reachable by a public link. Opening one creates a link that works for a few minutes and is recorded, the number itself is masked everywhere it is displayed, and you can delete any document permanently at any time.

Question 12

Can I book for someone else?

Accepted Answer

Yes. Enter their details at checkout as they appear in the passport. Saving them under Travelers means the next booking for the same person is a single tap, which is how most families and companies use the site.

Question 13

Do you handle visas for countries outside the UAE?

Accepted Answer

We process UAE visa changes and renewals directly. For visas to other countries, we coordinate through trusted partner agencies to get you sorted.

Question 14

What languages can I get help in?

Accepted Answer

Our desk agents converse in English, Arabic, Tagalog, Farsi, Hindi, Urdu and Malayalam — talk to us in whichever is easiest for you.

Help

Choose how you would like to reach us

Frequently asked questions