Frequently Asked Questions

For frequently asked questions, help and support please visit our support center

Purchase & Confirmation of Travel Products

When you make a booking request for a Flight "Travel Product", Travelomile will send a "Booking Request" via airlines reservations systems for your flights to the airlines. "Travelomile" then processes your request and sends you a confirmation email when the booking is confirmed (e.g., when an itinerary has been ticketed). The "Booking Confirmation Email" is not a confirmation of tickets though. Note that the fares and availability of your booking request may change during the time we process your booking request. Your reservation is not confirmed and your purchase is not completed until "Travelomile" sends you an electronic confirmation "E-ticket".

In some cases "Travelomile" may determine that it is unable to confirm your tickets. Reason being:

• Fare Change
• Flight availability
• Airline's failure to confirm the booking request
• Incomplete or inaccurate payment information
• Rejection of a method of payment, concerns that the booking request was unauthorized or fraudulent
• Other issues that may prohibit fulfillment of your request.

In any case, Travelomile will notify you. If "Travelomile" is unable to process your request, we may suggest an alternative Travel Product for you. You are, however, under no obligation to purchase any such alternative.

Insurance

We encourage all passengers to take out adequate travel insurance coverage to protect themselves against cancellation due to illness prior to or during travel. In the event of a traveller becoming ill during a tour, all hospital and medical expenses are the traveller’s responsibility and they shall not be entitled to any refund, either total or partial, of passage money paid. Check with your travel agent as to what conditions and charges apply if you cancel your flight and/or land reservations

Force Majeure

We shall not be liable for any claims, losses, damages, costs, expenses, delays or loss of enjoyment, of any nature or kind whatsoever, resulting from events beyond our or a supplier’s reasonable control, including but not limited to acts of God, strikes, lockouts or other labour disputes or disruptions, wars, blockades, insurrections, riots, earthquakes, weather conditions, floods or acts or restraints imposed by government authorities.

Credit Card Billing

Your credit card statement may show multiple charges, because credit card may have been billed in multiple charges not exceeding the total amount by us. Example - Airline charges (cost of the airline ticket) PLUS an additional booking transaction service fees by "Travelomile" to process your E-ticket. All types of service fees may change at any time and the most updated fees may not be reflected here.

Ticket Policies, Rules And Restriction

• Once purchased, most tickets are non-refundable and non-transferable. All service fees are non-refundable.
• Name changes are not permitted. Prices do not include Baggage and Carry-On Fees or other fees charged directly by the airline.
• Fares are not guaranteed until ticketed. All changes are subject to availability, additional fees, airlines rules and regulations.
• All travelers must confirm that their travel documents required are current and valid for your destination.

AGREEMENT BETWEEN CONSUMER AND Travelomile.COM LTD FOR USE OF CREDIT/DEBIT CARD PAYMENTS

This Website is provided solely to assist customers in gathering travel information, determining the availability of travel—related goods and services, making legitimate reservations or otherwise transacting business with travel suppliers, and for no other purposes. Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in court. By accessing or using this Website, booking any reservations for travel products or services, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents. PAYMENTS AND USE OF THE WEBSITE

• You possess the legal authority to create a binding legal obligation
• You will use this Website in accordance with these Terms of Use;
• All credit cards must have a verifiable US, Canadian or other country billing address.
• When you submit your credit or debit card for a purchase, we request an authorization for the amount of your anticipated transaction (placing a temporary "hold" on the funds). If for some reason we are unable to confirm your booking, you will not be charged and we will request that such hold be released by your credit or debit card bank; until then, funds subject to the hold will not be available to you for other purposes.
• Paying with a credit/debit card for your travel services, you are in agreement that the charges will not be disputed with your bank for any reason including but not limited to "product not received" or "payment should have been refunded"., you will first contact us and resolve the matter without filing a dispute with your bank.
• You agree to be liable for any and all credit card payments and you agree not to dispute charges after the purchase has been made and your tickets and/or other products have been delivered by email confirmation. You agree to reimburse Travelomile in cases of charge back or credit card disputes where you have genuinely purchased a service on our website.
• If a dispute is filed with your credit/debit card issuing banks, then you are in breach of our "Terms and conditions" of use.
• Most credit card transactions over the phone to our Customer Service Department are recorded and are available as evidence in case of any dispute.
• Online credit card transactions are authorized at the time a user or anyone acting on their behalf accepts these Terms & Conditions and continues with the purchase.
• When certain transactions are determined to be high risk by our systems, we will not process such transactions unless our credit card verification team has determined that it's safe to process them. In order to establish validity of such transactions, we may contact you or your bank.

Useful Information for Travelers

Baggage Rules & Fees

Additional baggage fees may apply. For more details, click here: Baggage and Carry-On Fees. Since the baggage fees may change, we recommend that you contact the airline you are traveling on for the latest information regarding airline specific baggage rules, requirements and fees.

Seats

If you have requested a seat to be assigned, we will send your request to the airline. Airline may or may not be able to confirm your request. At times airlines may not be able to assign specific seats or seats sitting together. Occasionally seats can be assigned only at the check-in counter at the airport.

Cancellation of Flights

Most airline tickets are 100% non-refundable and non-transferable. In certain cases where the airline may allow cancellations, we will be able to process refunds less Airline penalties. Please call us or email to find out the penalties. Ticket cancellations/refunds must be processed prior to the scheduled departure time of the first flight segment by calling our customer service center. Incase of NO-SHOW ticket is 100% non-refundable.

Voluntary Flight Changes

Although most itineraries/tickets allow changes, as per airline policy - the majority of these itinerary changes require the issuance of a new ticket. All changes are subject to availability, airline rules and regulations, penalties and a difference from the original airfare and our service fees. The airline has the final authority regarding itinerary changes and penalties.

Involuntary Changes (Changes done directly by the airline)

Airlines may make changes to a scheduled flight itinerary that is beyond our control. In these cases, if the airline notifies us with a viable option, we will send you an email with the changes as well as the option the airline is offering. If the airline does not provide us with a viable option, as a valued customer, your reservation will be reviewed and assisted by one of our Schedule Change Specialists.

Refund timelines

Travelomile may take up to 3 weeks or more to process your refund depending upon airline terms and conditions for refunds. Once your refund is processed, your financial institution may take up to 10 business days to post the credit to your account, and in some cases upto 2 billing cycles to show the credit on your statement.

Your refund will be processed to your original method(s) of payment

Your Travelomile refund receipt email contains details regarding your refund amount, how, and when you'll get your refund.

If your credit card statement includes a charge from a third party (e.g., a low-cost airline, other suppliers), you will receive your refund from that third party, not Travelomile. Please contact the respective third party regarding refund timelines and related questions.

Travel Protection Plan

If you have not already purchased the Travel Protection Plan, we recommend purchasing our Travel Protection Plan. The coverage you have purchased will only cover the arrangements booked through the website in which you have purchased your protection plan. You should review detailed rules on the protection plan by reading the Description of Coverage.

Valid Photo ID

A valid government photo I.D. must be presented by all travelers in order to board flights. Minors traveling domestically with parents generally do not need a photo I.D. If traveling with children less than two (2) years old, a birth certificate may be needed to confirm the infant's age. More information

Checking in for Domestic Flights (within United States)

• It is recommended that you check-in at least three (3) hours prior to the scheduled flight departure time for International flights.
• Please allow extra time if traveling with children or need assistance boarding the aircraft

Checking in for International Flights

• It is recommended that you check-in at least three (3) hours prior to the scheduled flight departure time
• Please allow extra time if traveling with children or need assistance boarding the aircraft
• NOTE: The airlines reserves the right to deny boarding to passengers that do not arrive at the Ticket Counter or Departure Gate with adequate time to check-in. Check-in times can vary for certain cities and airlines, so it’s recommended that you confirm with the airline you are flying the required check-in time

Passport / Visas

For international travel, all passengers must be in possession of valid travel documents such as tickets, passport, visas, transit visas, Schengen Visas and all other entry permits. Your passport must be valid for 6 months from your return date. It is solely the responsibility of the passenger(s) to arrange for all documents needed to enter the country you are traveling to, or passing through in transit. Please note, a roundtrip or ongoing ticket may be required for certain international cities. If you are traveling one-way, please verify with the airline or Consulate General to prevent any issues at time of boarding.

Operated by... (Flight number/details)

Please note that your flight itinerary may consist of flights that are operated by what is called a “CodeShare” partner of the airline on which you are traveling. It is for this reason we advise you to make sure that you check-in and board your flight at the corresponding airline’s terminal. For example – The flight number on your itinerary may indicate a United Airlines flight number but in fact this flight may be “Operated by Air Canada" in which case you are required to check-in at the Air Canada ticket counter and board at the corresponding Air Canada gate. The same would be likewise for other airlines too.

Fare Changes

Prior to ticketing, all fares are subject to change. In these rare cases, we reserve the right to notify you of any rule or fare change within three (3) business days. As a courtesy to our valued customers, we will absorb the difference of the fare up to $25.00 per passenger. In the event that the fare difference is higher than $25.00, you will have the option to not purchase this ticket and your credit card will not be charged.

Up-to-the-Minute Flight Details

Check the details of your itinerary, E-ticket status by visiting our Check My Booking page.