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HELP - Air Reservations

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Air Reservations
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Most common customer service questions:


Making Reservations

What should I do if I forgot to enter my frequent flyer number when I made my booking?
If you did not include your number at the time of purchase you have several options to have the number entered into your record.

Prior to flying: Call the airline directly.

After completing your journey: Procedures vary by airlines. Most will require that you submit your original boarding pass by mail directly to them. Nearly all airlines do have a procedure that permits you to claim past date miles. Please call your airline directly to verify their procedure.

Can I use more than one credit card to purchase my reservation?
Only one credit card can be used to purchase a reservation.

If multiple travelers wish to book the exact same itinerary and pay with differing cards, individual reservations will have to be made.

How do I book a one-way or multiple-leg itinerary?
You can book one-way or multiple destinations (an itinerary that involves flying into one city and out of another or flying to multiple cities) on our site.

On our search forms, please select your desired type of travel.

How do I make an airline reservation for someone else?
You can make a reservation and purchase for others (using your credit card or theirs) even if you are not including yourself on the reservation.

  • Proceed with the booking process as if you were booking yourself (select flights, review/agree to policy/rules, etc.) until you reach the "Complete the passenger information" page.
  • Enter the correct passenger information. If there is more than one traveler, passenger information boxes for each will be found below the first name.
  • Be sure to review each field carefully before clicking "Information Is Correct."
  • Remember that passengers' names cannot be changed after this point.
  • Continue following the on-screen prompts.
  • On the credit card information page, enter credit card information (name and billing address) as it is registered with the card company. **Note: Billing information does not have to match passenger information. This will not change the passenger information already confirmed.

If the tickets are to be delivered to an address that is NOT the billing address, enter the information in section 2 (delivery information). **Again, changing the recipient's name in the "delivery information" section will not change the name of the passenger you have already confirmed.

Can I make airline reservations by phone?
At this time we do not offer airline reservations by phone. However, our agents are available to assist you with any questions you may have regarding your online booking. Contact us at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada). Should you experience technical difficulty that prevents a booking from being made online, please call us for assistance.

Can I make seat assignments for my airline flights?
If your reservation is with an airline that provides pre-reserved seating, you can reserve your seat online at the time you are making your reservation.

  • The seating option page will be presented to you automatically during the booking process for both electronic and paper ticket reservations.
  • If no seat map appears, individual seat selection is not permitted online for that flight.
  • We will still pass on your seating request (as listed in your profile) to the airline. The airline will assign you seats as long as the requested flight(s) allows pre-assigned seating. If you've already booked your reservation, you will need to contact our customer care department at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada) or the airline directly for assistance. Both will be able to assist you with your seat assignments.

How do I know my reservation is confirmed?
A confirmation e-mail will be sent to the address listed in your reservation immediately after you complete your reservation. This e-mail will include your itinerary details. If you do not receive your confirmation e-mail, please contact our customer care department by phone at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada).

Can I make airline reservations for my pet?
Unfortunately, we cannot process air reservation requests for pets. Rules, fares, and procedures regarding the transportation of animals in the passenger and cargo section of the aircraft vary from airline to airline. We suggest that you contact the airline directly for assistance. In most cases there will be a charge for the animal.

We suggest reviewing the following guidelines:

  • Let the airline know well in advance that you are planning to travel with your pet, and reconfirm your plans 24-48 hours prior to departure. This is especially necessary during periods of adverse weather conditions. It also is advisable to arrive at the airport with plenty of time to spare so you will not be rushed.
  • Check with a veterinarian to make sure your pet is fit to travel. Airlines will not transport a sick or violent animal and most require a certificate of good health from a veterinarian that has been signed within 30 days of the travel.
  • It is preferable to book pets on direct, non-stop flights to minimize travel time, especially important during the hot summer months to avoid flights in the middle of the day. Try to schedule an evening flight or one early in the morning when daily temperatures are normally at their lowest. Keep in mind that some airlines do not allow pets to travel in the cargo hold during the summer months. Check with them directly.
  • If you are planning to take your animal in the cabin, check with your airline to ensure that this is allowed on your flight and that there is space available. Carry-on animals are limited to smaller breeds, usually less than 10 pounds, and kennels must fit under the seat. There may be additional charges for this service.
Be sure your pet wears a collar with complete identification and a license tag. Have a rabies vaccination certificate if the flight crosses state or international borders. Be aware of any quarantine regulations that are being enforced at your destination.

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Changing/canceling/confirming reservations

Once I accept a schedule change from the airline on an itinerary can I change my mind?
Once you have accepted a schedule change from the airline (either by speaking with a representative of the airline or with one of our agents), future changes, requested by you, will require payment of any applicable penalties and/or fees. If an airline has changed your flight schedule without your request, you will not be charged any fees or penalties for that change.

Can I cancel my airline reservation?
All airline tickets are subject to the rules and restrictions you agreed to at the time of purchase. Many tickets (most advance purchase-lower priced tickets, for example) are non-refundable and have no value for future purchase.

PLEASE NOTE: We have a new feature to help you determine the cost to cancel your airline ticket. For most flight-only reservations, you can use the cancellation calculator and see the refund or approximate credit you will receive if you decide to change or cancel your reservation.

  • Display the trip you want to review by entering the Trip ID and email address, used when your reservation was made, on the Trip Lookup page.
  • Click Retrieve Booking
  • On the Trip Details page scroll down to the Change or Cancellation Policy section
  • Click on the "Online Calculator" link
  • The calculator will display the amount of refund you would receive if you cancel the trip or the amount of credit you can use towards future travel if your ticket was issued on a non-refundable fare.

Cancel your ticket:
If you purchased airline tickets online and cancel within 24 hours of your purchase you can cancel your reservation without penalty. Please note that booking fees are not refundable.

If you wish to cancel your trip, you can use the calculator tool to cancel online and you will receive a confirmation email with the details of your refund or the rules to use your ticket towards future travel. To cancel your reservation, access your trip and view the cancellation calculator, then select the "Cancel Reservation" button.

You can cancel your airline reservation after 24 hours; however, your ticket may have no value or be subject to penalties for any changes to your itinerary. All airline tickets are subject to the rules and restrictions you agreed to at the time of purchase. Many tickets are non-refundable and some have no value for future purchase.

Change your ticket: Most tickets carry penalties for changes. If you change your itinerary, a new ticket must be issued. Airlines charge a fee to exchange your original ticket for credit. The average reissue fee for a non-refundable or restricted domestic ticket is $100 and $200 for international tickets. If the new airfare is greater than the original airfare, you must pay the fare difference in addition to the reissue fee. We do not control the fees set by the airline and have no authority to waive them.

Some tickets do not allow any changes, even with a fee. Some types of changes are not allowed, even if the ticket allows changes. Here are some general restrictions:

  • You cannot change the name on an airline ticket or give the ticket to someone else to use.
  • You cannot exchange a ticket from one airline to another.
  • Some airlines will not allow the ticket to be reused if the original reservation was not cancelled within their designated timeframe.

To change your ticket, please choose from the following options:

  1. Contact our customer care department for assistance at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada). Be sure to have your Trip ID/reservation code available. Our support agents are available 24 hours a day, seven days a week.

  2. 2. Contact the airline. You can contact the airline directly to change your ticket. The airline will provide you with instructions on exchanging your original ticket when you confirm your new itinerary.

Do I need to reconfirm my flight before departure?
It is not necessary to reconfirm your flight for domestic travel. Some international airlines do require passengers to call and reconfirm their flights with the airline 24 - 72 hours prior to departure.

What are my options if I don't like the changes the airline made to my reservations?
If you have questions about the changes made to your itinerary, please contact our customer care department at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada) and we will be happy to assist you and discuss your travel options.

Can I add additional passengers to an existing air booking?
It is not possible to add additional passengers to an existing air reservation either on-line or by phone. For additions to your air reservation please go on-line and create a new reservation for your additional passenger (do not cancel your existing reservation). Once completed you will be able to adjust seat assignments directly with the airline or with our customer care department.

How do I know my reservation is confirmed?
A confirmation e-mail will be sent to the address listed in your reservation immediately after you complete your reservation. This e-mail will include your itinerary details.

If you do not receive your confirmation e-mail, please contact our customer care department by phone at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada).

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Payments and fees

When I select electronic ticketing, when is my credit card billed?
Your credit card is billed at the time we ticket your reservation just as when you purchase a paper ticket. In nearly all cases this charge will be immediate.

What credit cards do you accept?
We accept Visa, Mastercard, Discover, Diner's Club, and American Express.

Can I use more than one credit card to purchase my reservation?
Only one credit card can be used to purchase a reservation. If multiple travelers wish to book the exact same itinerary and pay with differing cards, individual reservations will have to be made.

Can I pay for a reservation by cash or check?
All reservations booked on our site must be purchased with a credit card.

  • You will need to contact the airline, hotel or car company directly (or your local travel agent) to book a reservation using a form of payment other than a credit card.

    We accept most major credit cards for travel reservations.

    Can I use a debit card to purchase reservations?
    Yes, we do accept debit cards. Please be advised that funds are immediately withdrawn from your account at the time of purchase.

    • On the "Complete your credit card information" page, be sure to mark the box that says, "This is a debit card" located just beneath the "Expiration Date" field.
    • Some debit cards cannot be verified. This may delay the issuance of your tickets and may affect the fare. If you wish to use a debit card, please have a credit card available as a backup in case we're unable to verify your debit card.

    What fee is charged for changing my airline ticket?
    Typically, the total fee to change a reservation for a restricted ticket is $130 for domestic and $230 for international itineraries per ticket. Non-restricted coach, business, and 1st class fares normally carry a nominal reissue fee of $30. However, some of these fares now also carry change fees.

    These fees are in addition to any fare increases that may also be charged by the airline. Please note that travel agencies do not control the fees set by the airline and do not have the authority to waive these fees.

    If you have purchased a Flex or Exclusive Fare your ticket cannot be changed or cancelled.

    Other items to note regarding reservation changes and change fees:

    • Airlines fees vary from carrier to carrier.
    • No travel agency has the authority to waive airline-imposed charges.
    • At the time of purchase the individual making the reservation checked a box that stated that they had read and understood the rules and fees that applied to the reservation.
    • Tickets are non-transferable. Once issued, you cannot change the name on an airline ticket or give the ticket to someone else to use. Also, you cannot exchange a ticket from one airline to another.

    How to Request A Change To Your Reservation?
    All changes must be made with an agent by phone. Please call our customer care department at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada).

    Do you charge service fees?
    A non-refundable fee is charged for each air transaction. To the extent any air transaction service fee applies, it will be included in the airfare and itemized prior to purchase. The current maximum number of tickets per transaction is six. Purchasing more than six tickets begins a new transaction with its own air transaction service fees. This air transaction service fee applies to both e-tickets and paper tickets.

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    Types of fares

    Do you offer Infant, Child, Unaccompanied Minor, Companion and Senior air fares?
    Both Child and Senior fares are offered automatically on our site. Please review the information below. At this time we do not offer infant, unaccompanied minor, or companion discount bookings on-line. Adding these options as a product enhancement is in our future plans.

    Be sure to input the number of children and/or senior travelers on the search form.

    • Senior Fares: Our booking system will automatically quote senior discounts as long as you indicate how many travelers are 62 years or older (62+) on the "Search for Flights and Fares" page.
    • Child Fares: Please note that most carriers do not offer discounted domestic fares for children over the age of two years. International fares vary for children but generally are offered if the child is over 2yrs and under 12yrs.
        Infants - If you are traveling domestically with an infant (under 2yrs) on your lap, the child flies for no charge and you do not need a ticket. However, you will need to contact the airline or us with this information after making your booking and prior to arriving at the airport.
        If you are traveling domestically and wish to purchase a seat for your infant, or are traveling internationally, it will be necessary to call the airline or us to have the addition made to your reservation.

    Unacommpanied Minors - Each airline carries its own restrictions for unaccompanied minor travel. You should always check directly with the carrier to learn its specific rules and regulations. In general, airlines have age restrictions (children under 5yrs cannot fly alone, children up to 18 can be considered unaccompanied minors), charge a fee of $25-$75 per flight (paid at the time of check-in), and only permit the use of nonstop or direct flights (those which stop but do not require a change of planes).

    Can my child fly alone?
    A child who is traveling without the accompaniment of an adult over the age of 18 years is considered by the airlines as an unaccompanied minor.

    • Each airline carries its own restrictions for unaccompanied minor travel. You should always check directly with the carrier to learn their specific rules and regulations.
    • In general, airlines have age restrictions (children under 5yrs cannot fly alone, children up to 18 can be considered unaccompanied minors (depending on the carrier the age can vary from 14-18yrs.), charge a fee of $25-$75 per flight segment (paid at the time of check-in), and only permit the use of non-stop or direct flights (those which stop but do not require a change of planes).
    • Unaccompanied minor reservations cannot be booked on our site.

    Unaccompanied minor bookings must be made directly with the airline on which the child will fly.

    Do you offer bereavement fares?
    No, bereavement fares are special rates offered for sale directly by the airlines due to the death of an immediate family member.

  • Unfortunately, the airlines do not allow travel agencies access to bereavement fares at this time and we cannot assist you with the booking of these fares.

    We suggest that you contact the specific airline you wish to fly directly for assistance with a bereavement fare booking.

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    Tickets and travel documents

    What ticket delivery options are offered?
    We offer three convenient ticketing options: Electronic Ticketing, Delivery by FedEx or Priority Mail, and Purchase from Travel Agency. Delivery by standard U.S. Mail is not offered.

    1. Electronic Ticketing:
      • Available for tickets for air travel on eligible flights with participating airlines.
      • If you request an electronic ticket, you will not receive a ticket in the mail.
      • The airline will access the electronic ticket record when you check-in for your flight.
      • After your tickets have been issued electronically, a copy of your passenger receipt will be available online.
      • A copy of your passenger receipt will not be sent by mail.
      • You must agree to the Terms & Conditions of Travel before your tickets can be issued electronically.
      • By selecting "Ticket Electronically" you agree to these Terms and Conditions of Travel.
    2. Delivery by FedEx or Priority Mail:
      • For U.S. & Canada, we deliver all paper tickets to street addresses via FedEx second-day delivery for only $19.95, or FedEx next business day delivery for $24.95.
      • Deliveries to P.O. or A.P.O. addresses will be via Priority Mail or other expedited service.
      • International FedEx shipping charge is $39.95.
      • Tickets purchased after 3pm (CST) will not be shipped until the next business day.
      • Required delivery time for International FedEx is 7 days if shipped Sunday through Thursday, or 10 days if shipped on Friday or Saturday.
      • Once shipped, rerouting or redirecting requests cannot be accepted.
      • Shipping via FedEx allows us to track the delivery and gives us recourse if your tickets do not arrive as expected. The delivery charge is good insurance!
        -We cannot be responsible if documents are lost in the US Mail.
        -Lost or delayed tickets must be replaced.
        -Airlines charge a $100.00 Lost Ticket Application fee plus any applicable fare increases.

    Note: Ordering paper tickets may add an airline-imposed fee of up to $25 per ticket (dependent on the airline).

    How can I check the status of my tickets?

    1. If you have ordered an electronic ticket:
      • No documents (ticket or receipt) will be delivered to your address.
      • You may verify that your electronic ticket has been processed by accessing your itinerary online.
        • Please locate the trip reservation retrieval link located in your confirmation email or on the website. You will be prompted to provide your email address and Trip ID number in order to retrieve your reservation.
        • If your reservation has been processed, you should see a "View/Print Receipt" link or button on your itinerary page.
        • If you do not see a "View/Print Receipt" link or button, check back in a few hours. Tickets are issued on a priority basis and can take several hours to be printed. Once the "View/Print Receipt" link or button appears, your online itinerary becomes your passenger receipt.
        • If your ticketing information still does not appear after several hours, you may contact our customer care department at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada) to verify your reservation. Please have your Trip ID number available.
    2. If you are expecting your paper ticket by FedEx or Express Mail:
      • Once tickets are issued, delivery information can be viewed by accessing your itinerary online.
        • Please locate the trip reservation retrieval link located in your confirmation email or on the website. You will be prompted to provide your email address and Trip ID number in order to retrieve your reservation.
        • If no information appears check back in a few hours. Tickets are issued on a priority basis and can take several hours to be printed.

    What is electronic ticketing?
    Rather than printing a paper ticket, a computer record advising the airline your ticket has been purchased is created and instantly delivered to the airline(s) with all payment information included.

    • This ticket record is stored in the airline's computer system.
    • At the time of booking, you will receive a confirmation of your purchase as well as a follow-up confirmation e-mail detailing your booking.
    • When you check-in for your flight, you only need to present a printed copy of your reservation (obtainable from our site) or your e-mail confirmation and photo ID to airline personnel. They will access your ticket record on-line and issue your boarding pass.

    Electronic ticketing makes the overall travel experience less stressful for you. There is no need to worry about forgetting, losing or not receiving your paper ticket. Most airlines charge a $100 lost ticket fee. All itinerary changes can be made over the phone without the need of returning your original ticket for reissue. In addition, major U.S. carriers are now charging a paper ticket fee of up to $25 per ticket.

    Will I receive travel documents when I select electronic ticketing?
    No documents will be sent to you. Once your electronic ticket has been processed, you can verify it by accessing your itinerary online.

    How do I travel with an electronic ticket?
    Electronic tickets allow the airline you are flying to store your ticket on their computer systems. The customer has no need to worry about carrying or possibly losing their tickets. No paper document is issued until you check-in with the airline.

  • While it is a good idea to bring a copy of your e-ticket receipt with you on your day of travel, it is not required to have a receipt to check-in. You will need your proper identification (government issued photo ID - driver's license, state identification card, or passport) for all travelers.

    The Transportation Security Administration has enacted a policy at most airports that requires all passengers, including e-ticket holders, to obtain a boarding pass (obtained at the airline check-in counter or airline kiosk if available) before entering any security checkpoint that leads to a flight gate.

    Do my unused or partially used non-refundable airline tickets have any value?
    Beginning the week of Aug 26th, 2002, most airlines have applied new rules for determining the value of unused non-refundable tickets.

    • For most carriers, the face value of a completely unused non-refundable ticket can be applied towards the purchase of a new ticket on the same airline for up to one year as long as the change is made on or before the departure time of the first ticketed flight.
    • Unused partial non-refundable tickets have no value for future purchases or exchange once the flight dates have past.
    • To help you determine the cost to cancel your airline ticket, you can use our new cancellation calculator. The calculator will display the amount of refund you would receive if you cancel the trip or the amount of credit you can use towards future travel if your ticket was issued on a non-refundable fare.
      • Display the trip you want to review by entering the Trip ID and email address, used when your reservation was made, on the Trip Lookup page.
      • Click Retrieve Booking
      • On the Trip Details page scroll down to the Change or Cancellation Policy section
      • Click on the "Online Calculator" link
      • The calculator will display the amount of refund you would receive if you cancel the trip or the amount of credit you can use towards future travel if your ticket was issued on a non-refundable fare.
    • If your ticket can be used as a credit:
      • Keep your (paper) ticket. (If you lose your paper ticket the airline will charge you a lost ticket fee of up to $100 in addition to the $130 penalty fee plus any additional fare.)
      • If you have an e-ticket, keep a record of your Trip ID or the ticket number until you are ready to book your next trip (most ticket credit value is only good for 1 year from the original date of issue). You will find your ticket number on your credit card statement.
      • When you are ready to book your new itinerary, contact our customer care department at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada).

    How do I print a copy of my e-ticket receipt?
    Once your electronic ticket (or "e-ticket") has been processed, your online itinerary becomes your passenger receipt.

    *Note: While it is a good idea to bring a copy of your e-ticket receipt with you on your day of travel the airline has your record on their computer. It is not required to have a receipt to check-in. You will need your proper identification (government issued photo ID - driver's license, state identification card, or passport) for all travelers.

    Printing Your Itinerary/Receipt

    • Please locate the trip reservation retrieval link located in your confirmation email or on the website. You will be prompted to provide your email address and Trip ID number in order to retrieve your reservation.
    • Select "View/Print Receipt."
    • Note: It may take a few moments for the "View/Print" link (or button) to display. It will appear once your reservation has been processed. If you do not see this link or button, check back later to print your receipt.

    Your itinerary/passenger receipt is available on-line until you have completed your air travel.

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    Contacting Customer Care

    How do I contact customer care?
    You may contact our customer care department by phone at 1-877-657-4874 (or 800-79645630 or 210-507-6512 if you are calling from outside the United States and Canada).

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