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Flights help

All Help Topics

For Charter Flight Terms and Conditions click here

For Low Cost Carriers Terms and Conditions click here

Making a booking

How do I know if my booking is confirmed?

In order to complete your booking, you have to submit your credit card details and click on the "buy now" button. This will take you to our confirmation page on the website. Your booking is only complete once you have reached this confirmation page. We will send you a confirmation email shortly afterwards.
The confirmation page will only contain your order number to confirm the booking has been made. The confirmation e-mail that you will receive, shortly after purchasing your reservation, will contain all the details and price of your order, along with your order number. You should quote this order number if you need to get in touch with us, as it will help us identify your order quickly.
If you do not see the confirmation page or receive the confirmation email, your booking may not have been confirmed. Please contact us by using the Purchase History link in order to verify this.

What happens if I haven't received a confirmation email?

If you have not received your confirmation email within 4 hours of making a booking, please check your deleted items / 'Junk Mail' folder.
In order to protect you from junk mail, most email accounts offer a filter service and it is possible that your confirmation has been mistakenly filtered by this service. We also advise that you change your filter settings to allow e-mail from Travelocity.co.uk.

Can I book a flight for someone else if I'm not a passenger?

Yes, but we may require additional information from the cardholder to ensure that the transaction is authorised. Please check our terms & conditions for more information.

I'm having problems booking my flight online. Can I book it over the phone?

Yes you. Please call our sales team on 0871 472 5116.

If I book by telephone will I be charged a booking fee?

Yes, a £10 booking fee will be applied to telephone bookings.

At what age is an air passenger considered an infant/child?

Child: 2 - 11 years for the full travel period.
Infant: 0 - 23 months for the full travel period.
Infants are not allocated a seat and must travel on an adult's lap.

How far in advance can I book a flight?

You can book flights up to 11 months in advance.

What are "online specials"?

Travelocity.co.uk online special fares are specially negotiated and often exclusive rates with reputable well known schedule airlines.
If your travel times are flexible you can make significant savings on our great value fares. The exact airline and flight times will not be disclosed to you until after you have completed your booking, as requested by the airlines. However if you would prefer to know the airline and flight times you can choose from any of our other flights.

What is a Codeshare flight?

A code-share flight is one where an airline sells tickets under its name for a flight operated by a partner airline.
For example a passenger may find, that their Continental flight to New York is in fact a flight operated by Virgin - i.e. that you are flying on a Virgin airplane.

What is a Direct Flight?

A direct flight is normally defined either as one which operates without a change of aircraft between two points Note that it is not necessarily non-stop, e.g. British Airways operates direct to Sydney with flights which go via Bangkok. Passengers may have to get off the plane for it to be cleaned and refuelled, and this may involve clearing immigration in the country concerned.

Your airline tickets

How do I get my airline tickets?

Electronic ticket are now issued as standard and are stored within the airlines reservation system rather than printed on a paper copy. The service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with a paper ticket.

Your boarding passes will be issued upon check-in but you will need to take personal identification with you.

When you arrive at the airline check in desk you will be required to present the following items in order to receive your boarding pass:

1) An official form of identification i.e. driver's license or passport.
2) A printout of your confirmation page or confirmation e-mail to present to the check in representative.
3) The credit/debit card you paid with (This only applies if you are flying with SASK or Air France).

Checking in

What time should I check in?

Please note that it is always best to check with the airline for accurate check in times.
We recommend that you check in at least 2 hours prior to departure for a short hall flight and at least 3 hours for a long haul flight. Please allow extra time if you are collecting any tickets e.g. TOD (Ticket on Departure).

Which terminal am I flying from?

Please check your confirmation email or Purchase history for full details.

Which airline am I flying with?

Please check your confirmation email or Purchase history for full details.

How do I reconfirm my flight?

We strongly recommend that you reconfirm your flights before departing. Please contact the airline directly, 72hrs prior to departure.

What is my baggage allowance?

Baggage allowances can vary by airline and destination. Here is a guide to standard allowances. To confirm allowances for your flight booked, please refer to your ticket or contact the airline you are flying with.

Cabin baggage:

You are allowed to carry 1 piece of hand luggage onto the plane. This must be able to fit under the seat in front of you, which means it must not be larger than 23cm x 36cm x 56cm (9in x 14in x 22 in) overall and should also not weigh more than 6kg (13lbs).
The following items CANNOT be carried in your hand baggage:

Toy or replica guns (plastic or metal)

Catapults

Household cutlery

Knives with blades (of any length)

Paper knives

Razor blades

Tradesmen's tools

Darts

Scissors

Knitting needles

Sporting bats

Billiard, snooker, pool cues

Hypodermic syringes

Lighters (this applies when travelling to/from the USA)

If there's a medical reason that passengers need to inject themselves during the flight (e.g diabetics) they are permitted to carry syringes in the cabin. They may be asked to produce medical evidence when they check in or at the security screenings (a doctors letter will suffice). This should be kept with them at all times.

Checked in baggage allowance:

Transatlantic:

2 pieces total weight 64 kg. No single piece can weigh more than 32 kg (70 pounds) or exceed 158cm (62 inches) maximum dimensions

European and Worldwide flights:

Business - A total maximum luggage weight of 30 kg per passenger.

Economy - A total maximum luggage weight of 20kg per passenger.

Infants not occupying seats - 1 piece at 10 kg and one fully collapsible stroller.

Single pieces of baggage:

Please note, it is not possible to accept any single piece of baggage weighing more than 32kg. This is due to Health and Safety reasons. Please check the weight of your baggage before you leave home.

Booking Amendments and payment enquiries

How do I transfer my ticket into another name?

Can I use just the return portion of my ticket?

You are required to use all flight coupons in order of sequence. If you do not travel on the outbound flight and this requirement is not met the airline may cancel the ticket and any subsequent flights booked.

I have requested a refund. How long does it take to process?

Most tickets are non-changeable/non refundable.
If applicable, we will cancel your reservation upon receiving instructions using the cancellation form in Purchase history. If your ticket is refundable, we require you to send tickets by Recorded Delivery to:
Returns
Ground Floor,
Somerville House,
Bath Road,
Hounslow TW3 3EE Once tickets are received by us, refunds can take 6-10 weeks if we need to liaise with the airline. Please note we cannot be held responsible for non-receipt of tickets if Recorded Delivery is not used.
In other cases your refund will be with you within 7-10 working days.

My name is spelt incorrectly on my ticket

It is not possible to change the name of the passenger on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued. Cancellation penalties will apply (see below).
When booking, please review your information carefully and make sure that the name of each passenger is entered correctly. If there is a minor error after you have placed a booking, please use the amendment form in Purchase history to alert us of the correct spelling. We will need to contact the airline to request a name change and we cannot guarantee that they will be able to make the change.

I want to change the date of travel

If changes are permitted to your booking, the airline may charge an amendment fee. In addition we will charge an administration fee of £45 per person.
In some instances the airline may not permit changes.

I want to cancel my ticket

Most low priced tickets are completely non-refundable, but in some cases airlines will charge a cancellation fee if you wish to cancel your booking. In addition we will charge an administration fee of £45 per person. For this reason we recommend that you take out adequate travel insurance.

Can I receive a refund of taxes on my non-refundable ticket?

All refunds are subject to an administration fee of £45 per person.

I have been charged incorrectly

We will need to investigate, please contact us using the available forms in Purchase history. Evidence of the charge will be required. If we need to refund - it can take 7-10 working days. If this page has not answered your questions and you have an emergency with an existing order, please use Purchase history to contact our customer services department for the quickest reply.