Frequently-Asked-Questions

We have tried to give answers to some of the questions we get asked most regularly. If you have other questions or queries, please use the Contact Us page.

Frequently-Asked-Questions




Can I change the details or travel dates of my booking?

 Much depends on what changes you need to make and what the rules are for the specific flight you have booked.

If you wish to amend a booking or wish to enquiry if a specific change can be made, then please fill in the Contact Us form and submit your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge. In some cases flights are totally non-refundable and non-changeable and so the airline would treat changes to travel dates as a cancellation and you would need to re-book and pay again. For more flexible tickets and hotels reservations, Email Flights typical amendment fees are approximately £25-£50 pounds in addition to the charge levied by the hotel or airline supplier, if applicable. All fees will be advised prior to any amendment being made on your behalf.

Click here to go to the Contact Us form.



How do I cancel my Flight ticket?

 To submit a cancellation enquiry please use our Contact Us form and supply the booking / order reference number, we aim to respond to your enquiry with in 24 hours.

Most low priced tickets are completely non-refundable. For this reason we recommend that you take out adequate travel insurance before booking. However cancellation charges can vary and in some cases, a part refund can be obtained, which is calculated by deducting the airline’s cancellation fee and Email Flights administration fee. Full fees will be explained to you at the time of cancellation.



There is a mistake on my confirmation / E-Mail, what should i do?

 If you see a mistake on your confirmation e-mail or documentation, please fill in and submit the Contact Us form and one of our agents will be happy to assist you with your enquiry.



What payment methods do you accept?

 We accept Mastercard and Visa (Visa Credit and Visa Debit), Maestro and Solo cards for all products.

Information on payment methods is outlined on the website once you select your product.

Credit cards may be subject to a surcharge; this will be specified at the time of booking as this is usually based on a percentage of the booking cost.



What is an electronic ticket (or E-ticket)?

 Electronic tickets are stored within the airlines reservation system rather than printed on a paper copy. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.

For flights that only require an 'electronic ticket', when you arrive at the airline check in desk you will be required to present the following items in order to receive your boarding pass:

- Appropriate identification and travel documents i.e. passport, visa if required, etc.
- A printout of your confirmation page or confirmation e-mail to present to the check in representative.
- The credit/debit card you paid with (This only applies if you are flying with SASK or Air France).
Please note: It is the passengers' responsibility to check and obtain the relevant passport, visa and health inoculations for the country they are travelling to.



What if I need an invoice or receipt?

 You can use your confirmation e-mail as a receipt or invoice for your booking.

If you require a new copy of your confirmation e-mail, you can use the Contact Us form to make your request.

For business customers travelling on a business trip, the booking must be made using a business credit card in the travellers name, using the business address. We can only accept payment for bookings in the passenger’s name and the address the payment card is registered at.



Can I use the return portion of my flight ticket, without using the outward?

 You are required to use all flight coupons in order of sequence. If you do not travel on the outbound flight then the airline may cancel the ticket and any subsequent flights booked.



At what age is an air passenger considered an infant/child?

 Infant: 0 - 23 months for the full travel period.
Child: 2 - 11 years for the full travel period.

Infants are not allocated a seat and will be required to travel on an adult's lap. If you require a seat for your infant, you will need to purchase a child seat.



What's my baggage allowance?

 The baggage allowance to which you are entitled will vary from airline to airline and between scheduled carriers.

Scheduled carriers will usually give a free allowance for checked luggage as well as permitting a small amount of hand luggage to be taken into the aircraft cabin. Amounts may vary according to destination and airline so please contact us on the number given on your confirmation email for the precise amount in kilograms.

No frills carriers will almost always charge for checked luggage. This should have been offered to you as an option during the booking process and will be shown on your flight confirmation. Hand luggage to be taken into the aircraft cabin is strictly limited and must conform to both the weight and the size allowance that the airline specifies. If you are in any doubt please contact us on the number given on your confirmation email.



What is a 3rd Party Payment?

 Where the cardholder is not traveling and making a payment for another passenger, then we require a 3rd party payment form to be completed. This is in order to protect you & Email flights.com from widespread credit card fraud in travel bookings, we reserve the right to refuse payment by credit card over the phone or through a website booking. Any bookings made over the phone or through the website which may be a security risk will be held on option for an agreed time to enable payment by the following means.
Payment in Person at our offices, cardholders must present their payment card.
Or
Cleared funds deposited into our bank account.
Normal cancellation charges will apply if we do not receive the 3rd party payment form back.