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  • How do I contact you?
  • Booking and payments
    • Airline Information
    • Can I book a child traveling on their own?
    • Can I book a ticket if I am under 18 years old?
    • Can you send me an invoice?
    • Destination Information
    • Do I have to write all the names shown in my passport in my booking?
    • Do I need a health certificate to travel?
    • How can I book a ticket for my baby?
    • How do I book a ticket for my yet unborn children?
    • How do I find my order number and booking number?
    • How many people can I book for at the same time?
    • I can't get online banking to work - why?
    • Is there any charge when I pay by card?
    • My discount coupon doesn't work, why is that?
    • My previous search is still there, why can't I change it?
    • What does the payment discount mean?
    • Why are you asking for my bank details?
    • Why do I get an error message saying that there are no seats left at the price I want to book for?
    • Why has my card been charged in a different currency than my card currency?
  • Changes and Cancellations
    • Can I cancel my ticket if I have bought it from a low-cost airline?
    • Can I cancel my trip without cancellation protection?
    • Can I change my flight or change the name/person once I have bought a ticket from a low-cost airline?
    • Can I change my flight tickets with the airline if I have a Flexible Ticket?
    • Can I change the name on my ticket?
    • Can I rebook my flight, hotel or rental car?
    • Can I receive a refund for my open ticket/voucher?
    • Canceling a hotel?
    • Canceling a rental car?
    • Do I have to rebook all passengers in my booking or can I rebook only one passenger?
    • Do you need help with your rebooking?
    • Does it cost anything to rebook my flights when I have the Flexible ticket service?
    • For how long can my voucher or open ticket be used?
    • For US customers. Does the 24 hours cancellation rule apply if I booked with an online travel agency?
    • How do I cancel my trip if I have cancellation protection?
    • How do I make sure my flight time is current?
    • How do I rebook my tickets when I have the Flexible Ticket service?
    • How does the refund process work?
    • I have received an email with a Voucher Code from you, what should I do now?
    • I have spelled my name incorrectly, can I change it?
    • If you have informed me that I will receive a refund, how will this work?
    • The new timings I have received are not suitable at all, what should I do ?
    • Want to cancel your flight?
    • What is the Assisted Handling Fee?
    • What is the Assisted Handling Fee?
    • Where can I see the status of my refund?
    • Why do I have to contact the airline for a refund? (Low-cost carrier booking)
    • Why have I received changed times for my trip?
    • Why is the value of the voucher less than the value of my original flight?
    • With regard to compensation claims under Regulation (EC) No 261/2004
    • With regard to compensation claims under Regulation (EC) No 261/2004
  • Covid-19 Information
    • Can I cancel my booking because of health concerns?
    • Can I receive a refund for my open ticket/voucher?
    • Do I have to rebook all passengers in my booking or can I rebook only one passenger?
    • Do I need a COVID-19 PCR test or a Vaccine certificate to travel?
    • For how long can my voucher or open ticket be used?
    • How do I find my order number and booking number?
    • How does the refund process work?
    • I have received an email with a Voucher Code from you, what should I do now?
    • The airline says I need to contact you to get a refund?
    • What is the EU Digital COVID-19 Certificate/Corona Passport, and is it required for my trip?
    • What should I check before contacting you?
    • Who can answer my questions related to COVID-19?
    • Why do I have to contact the airline for a refund? (Low-cost carrier booking)
    • Why is the value of the voucher less than the value of my original flight?
    • Will additional products like baggage or seating be transferred when I rebook my tickets?
  • Feedback and Complaints
    • I am not satisfied with my hotel stay or my rental car, can I give my feedback to you?
    • I want to give feedback about my trip once I have returned home, how should I do this?
  • Products and Services
    • Can I book special food, my seat on the flight or add my frequent flyer card?
    • How do I contact you?
    • How do I unsubscribe from the newsletter?
    • How does your cancellation protection work?
    • I have not received my hotel/rental car voucher, what should I do?
    • If something happens on my trip and I have taken out travel insurance, who should I contact?
    • What are the advantages of the Support package?
    • What do I need to know about my car rental booking?
    • What does the Flexible ticket Service mean?
    • What is the Mobile Travel Plan?
    • What policy do you have in terms of my email address?
    • What should I check before contacting you?
    • Who do I contact about my hotel booking?
    • Why has the hotel reserved an amount on my account?
    • Will additional products like baggage or seating be transferred when I rebook my tickets?
    • Hyperwallet
      • My Hyperwallet account got locked! What should I do?
    • My booking
      • Are you flying with a low-cost airline (such as Ryanair, Wizzair, easyJet etc)?
      • Can I check in online?
      • Can I purchase an additional baggage allowance or add sports equipment to my trip?
      • Can I take a pet with me on my trip?
      • Can I use only parts of the travel, for example miss the outward flight and only take the return?
      • Do I always need a valid passport and visa when travelling abroad?
      • How can I be sure that I have enough time to change if I have a stopover?
      • How can I find and print my receipt?
      • How do I know if I need a passport and a visa for the destination I am visiting?
      • How much baggage can I take with me?
      • I booked a trip with you and lost my baggage. What should I do?
      • I gave the wrong email address when booking and haven’t therefore got a confirmation - what do I do now?
      • I need assistance when I am travelling, can you help me?
      • What are the rules regarding liquids, medication, baby food and special dietary items in hand luggage?
      • What should I be aware of if my return trip consists of two single tickets?
      • When I booked my trip I did not receive my receipt by email, what should I do?
      • Where can I find my ticket and what documents do I need to take with me on my trip?
  • Travel Alerts
    • How do I know if it is possible to change my booking in the case of travel disruption?
    • Will I receive a refund if my flight is canceled?

Frequently asked questions

This page has answers to our most frequently asked questions. Can't find what you're looking for? Please contact us using the contact form on our contact page.


Image for article: How do I contact you?

How do I contact you?

Booking and payments

Airline Information
Can I book a child traveling on their own?
Can I book a ticket if I am under 18 years old?
See all articles

Changes and Cancellations

Can I cancel my ticket if I have bought it from a low-cost airline?
Can I cancel my trip without cancellation protection?
Can I change my flight or change the name/person once I have bought a ticket from a low-cost airline?
See all articles

Covid-19 Information

Can I cancel my booking because of health concerns?
Can I receive a refund for my open ticket/voucher?
Do I have to rebook all passengers in my booking or can I rebook only one passenger?
See all articles

Feedback and Complaints

I am not satisfied with my hotel stay or my rental car, can I give my feedback to you?
I want to give feedback about my trip once I have returned home, how should I do this?
See all articles

Products and Services

Can I book special food, my seat on the flight or add my frequent flyer card?
How do I contact you?
How do I unsubscribe from the newsletter?
See all articles

Travel Alerts

How do I know if it is possible to change my booking in the case of travel disruption?
Will I receive a refund if my flight is canceled?
See all articles
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