Question 1

Do you charge a fee for your help?

Accepted Answer

Yes — we charge a service fee for the assistance we provide, and it is quoted to you on the call before anything is processed. This is separate from any airline change fee or fare difference, which is paid to the airline.

Question 2

Can you guarantee a refund?

Accepted Answer

No one can. Refund eligibility is set by the fare rules of your ticket and by the airline. What we can do is read those rules accurately, tell you upfront whether you're looking at cash, a travel credit or nothing, and file the request correctly the first time.

Question 3

How long does a refund take?

Accepted Answer

Most airlines quote 7–20 business days for card refunds, and longer for bank transfers or tickets bought through third parties. We record the airline's refund reference so you can track it.

Question 4

How quickly can you change my flight?

Accepted Answer

Most changes are completed while you're still on the call. Complex itineraries, codeshares and involuntary rebookings during major disruption can take longer, and we'll tell you if a callback is needed.

Question 5

Which airlines do you work with?

Accepted Answer

We assist with bookings on most major domestic and international carriers. We are independent and not affiliated with any single airline.

Question 6

Can you fix a misspelled passenger name?

Accepted Answer

Often, yes. Minor spelling corrections are allowed by most airlines within a time window; full name changes usually are not. Call us with the booking reference and we'll check your specific fare.

Question 7

What if I booked through another travel site?

Accepted Answer

Tell us where you booked. Some changes must be made by the original seller, and in those cases we'll guide you on exactly what to ask them for.

Question 8

What are your operating hours?

Accepted Answer

We are available 24 hours a day, 7 days a week, including public holidays.

Questions travellers ask us most