Manage a booking
Bookings are handled by a person rather than a self-service portal. Call or send us the reference and what you need, and an agent will tell you any costs before anything is changed.
Note
Booked in the last 24 hours?
If your itinerary touches the United States and you booked at least seven days before departure, US Department of Transportation rules give you 24 hours from ticketing to cancel for a full refund, with no penalty from us or the airline.
Contact us immediately if you want to use it — the window is counted from when the ticket was issued, not from when you noticed. Full detail is in the refund and cancellation policy.
What to send us
Including all of this in the first message saves a round trip and, when a fare rule has a deadline attached, sometimes saves the fare:
- Your booking reference, from the confirmation email we sent you.
- The lead passenger's name, as it appears on the booking.
- What you need — the new dates, the correction, or the question.
- How urgent it is, and when you travel. We prioritise imminent departures.
Please do not email passport numbers, card numbers or dates of birth unless we have specifically asked for them. If we need something sensitive to make a change, we will tell you how to send it safely.
What we do, and what the airline does
We are the travel agent, not the carrier. That split decides who can actually help you, and it is worth knowing before you spend an hour on the wrong line.
Come to us for
- Changing or cancelling a booking we made for you.
- Name spelling corrections — these have tight airline deadlines, so tell us the moment you spot one.
- Understanding what your fare rules permit and what a change will cost before you commit to it.
- Invoices, receipts, and confirmation resends.
- Adding baggage or requesting special assistance.
Go to the airline directly for
- Online check-in and boarding passes.
- Seat selection once check-in has opened.
- Same-day disruption — a cancelled or delayed flight at the airport.
- Frequent flyer numbers and mileage claims.
- Lost, delayed or damaged baggage claims.
Before you ask to change
Two things are worth knowing so the answer is not a surprise. First, a change usually costs the airline's change fee plus the difference in fare, and the fare difference is frequently the larger of the two. Second, “changeable” and “refundable” are separate permissions — a ticket can be one without being the other.
We will tell you the total cost before anything is changed, and nothing is charged until you agree to it. Our own fees are listed on the fees and charges page.
