Frequently asked questions
Answers to the most common questions about booking, refunds, visas and travel.
How do I refund a ticket?
Open the order in My trips, choose Refund, review the penalty and confirm. The amount goes back to your wallet or IBAN.
When will I receive my refund?
Wallet refunds are instant; IBAN transfers take up to 72 working hours.
What is the difference between charter and scheduled flights?
Charter tickets are usually cheaper but non-refundable, with stricter change rules.
How early should I be at the airport?
Two hours before a domestic flight and three hours before an international one.
What is a private compartment?
Buying every berth in a compartment reserves it for you and your companions only.
Why can't I pick the seat next to someone?
A seat beside a passenger of another gender can only be taken by companions on the same booking.
What is a provisional rate?
The rate is provisional and becomes final once the hotel confirms; we will tell you before it is final if it changes.
Where can I see my visa application status?
In your account under My trips and on the application page; every status change is sent by SMS.
I was charged but no ticket was issued
The system retries issuing several times; if it still fails the full amount is returned to your wallet.
How do I change the site language?
Use the four language icons at the top of every page; your choice is saved to your account.