Frequently Asked Questions - Billing and Ticket Delivery

Billing and Ticket Delivery

Is my credit card number safe?
Please note that our secure server disposes of a public key certificate and implements the SSL protocol to support encryption / decryption of the confidential information exchanged during the online reservation process, especially the customer’s credit card number. SSL encodes your personal information so that it is available only to you and the travel agent who will help make sure your travel planning goes smoothly. This encryption makes doing business over the Internet as secure as making a purchase by telephone.

Why is my credit card denied?
For your protection, our travel partners require the billing address for ticket delivery to be the same address where the bill for your credit card is sent each month. When you enter your credit card and billing information, please make sure the address and ZIP or postal code are correct. Also, address verification isn't available for certain types of debit cards. In this case, simply enter another valid credit card and billing address.

Do I always have to use the same credit card?
No, you can use as many different credit cards as you wish.

Using internationally-based credit cards
Internationally based credit cards cannot be used for the moment.

How will my flight tickets be delivered?
If you do choose to receive paper tickets, or if the e-ticket option is unavailable for your flight, you will receive paper airline tickets via express mail delivery (including International delivery). A shipping and handling fee will be included with all other charges, and applied to your credit card.

What should I do if my tickets are lost or stolen?
If your paper airline tickets are lost or stolen, please contact us immediately.
In most cases, the airlines require you to purchase replacement tickets at new fare. If your original tickets are not used after a designated period of time—generally 3 to 4 months, depending on the airline—you will receive a credit for the purchase price of the replacement tickets, less the application fee. This fee varies by airline, but is typically $100.00 per passenger. Please note that these policies and fees are subject to change at any time. Our travel agents will be able to provide the most recent information for your airline.
Each airline has its own rules and policies for issuing replacement tickets.

Why did the fare change at purchase time?
Our travel partners use real-time reservation databases, the same used by travel agents worldwide, listing actual ticket prices and availability. If the fare changes before we have managed to issue your ticket we will advise you via email and your ticket will not be issued until you confirm that you wish to purchase the ticket at the new fare.

On what airlines can I purchase e-tickets?
E-tickets are currently available on Aeromexico, Air Canada, Air France, Alaska Airlines, America West, American Airlines, American Trans Air, British Airways, Continental, Delta, Frontier Airlines, Hawaiian Airlines, JetBlue, Lufthansa, Midway Airlines, Midwest Express, National Airlines, Northwest, SAS, Sun Country Air, United Airlines, and US Airways. In order to qualify for e-tickets, all segments of your trip must be flown on the same airline. Note that while all of these airlines offer this service, e-tickets may not be available for every flight.
This list will be updated as e-tickets become available on more airlines.

Refunds to "nonrefundable" fares
Even for tickets that are sold as "nonrefundable," airlines will generally allow refunds in the following cases:
- the death of the passenger or close family member, such as a parent, sibling, child, or grandparent;
- the hospitalization of the passenger;
- a change in the passenger's military orders.
While we will do everything we can to secure a refund, please keep in mind that refunds are given at the sole discretion of the airline. If you do not meet any of the three requirements above but would still like to apply for a refund, please contact the airline directly.
If you are canceling your trip before your departure date, or if you are planning on canceling and seeking a refund for airline tickets you bought as part of a package trip, please contact us directly to cancel your reservations. Please keep in mind that many airlines policies rely on your reservation being cancelled before departure. Failure to do so may affect your eligibility for a refund.