Flights by SATENA

Flight Bookings

• When will I receive my flight confirmation email or ticket?

  

  Flight reservations are usually confirmed shortly after booking. If your booking is paid but your ticket has not been received, please don't worry. Flight reservations are usually confirmed shortly after booking, but it can occasionally take up to 24 hours for the ticket to be fully issued by the airline.

  Where to track booking status

  You can view your booking status via My Trips on our website, or the My Bookings section of your account dashboard.

   

  If you need further assistance, please contact our Customer Support team via Live Chat or email [email protected].

  To help us resolve this quickly, please provide your Order Number and your Transaction Hash / Proof of Payment.

• I entered incorrect passenger details when placing my booking. What can I do?

  

  If you notice any part of the traveller details are incorrect, such as wrong name or name misspelt, please contact our Customer Support team immediately via chat or email at [email protected].

  Depending on the carrier, there may be a fee associated with correcting the passenger details. If this is the case, we will request payment from you to cover the fee before making the change and send you a new itinerary with the correct passenger details.

  The airline may also request documentation, such as passport and/or marriage certificate, to support the name change.

  If your passenger details are not corrected, you may not be allowed to board or you may face difficulties passing through immigration.

• Passport validity and transit requirements for international flights

  

  Whether you are booking a direct flight or a multi-city journey with layovers (for example, flying from Asia to Europe via a Middle Eastern transit hub), you will always require a valid international passport.

  • The 6-Month Expiration Rule: While many international destinations and transit hubs require your passport to be valid for at least six (6) months from your return date, it is the customer’s responsibility to check and verify the exact passport expiration requirements for every country on their specific itinerary. 

  • Machine-Readable Passport Verification: Many countries strictly require passports to be machine-readable to clear customs. The customer needs to verify if their current passport meets the digital scanning requirements of their destination and layover airports before completing a booking.

  • Transit & Visa Requirements: The customer must manually verify all visa, entry, and transit checkpoint rules for all destination and connection airports before completing a booking.

   

• Do I need a visa?

  

  It is each traveller’s sole responsibility to ensure they have the necessary visas, passports and travel documentation for all destinations of travel, including where a visa is required for a country you are transiting through. While we may provide advice to you, this advice is general in nature and should not be solely relied upon.

  Please refer to your respective consulates/embassies for more information on what visas and/or other documents you may need to arrange before your trip.

• Why has the price of my flight changed?

  

  Prices for flights are received from our partners and carriers. All prices are updated automatically when the price changes, which is usually (but not always) based on demand. 

  Sometimes, the price of your flight may change while you are in the process of making a booking. In this scenario, we will notify you of the price change before you proceed with your purchase. You can then choose to proceed with the new price or return to your search results to view other options. We will never charge you for a price that you did not agree to.

• I made a mistake when making my booking. What can I do?

  

  If you notice the mistake before your itinerary is issued, you may be able to cancel the booking and request a refund. The status of your booking will show as Processing.

  If your itinerary is issued, it may not be possible to correct the error without a booking change or cancellation. Depending on the conditions of your booking there maybe a costs associated with the change or cancellation.

  Please contact the Customer Support team immediately via chat or email at [email protected] for assistance.

• How do I select my seats?

  

  To select the seats for your flight, please visit the carrier's website directly and enter your airline booking reference to view and make changes to your itinerary.

  Please note, in some cases, the airline may charge a fee for seat selection.

• Does the Best Price Guarantee apply to flight bookings?

  

  Best Price Guarantee applies to stays (accommodation, hotels, properties) and activity bookings. It does not apply to flight bookings.

  For more information on Best Price Guarantee terms and conditions.

• Can I add a frequent flyer or loyalty number when making my flight booking?

  

  Yes. You will have the option to add your frequent flyer / loyalty number when you enter your passenger details during your booking.

   

  Add Before Travel

  To add your frequent flyer details after your booking is confirmed, please contact the Customer Support team via chat or email at [email protected] before your flight departure.  

   

  Add After Travel

  To add your frequent flyer number after you have travelled, please contact the relevant carrier directly. Generally the airline will request your booking reference, which is located on your travel itinerary, and a  copy of your boarding pass.

• Do I need to book an airline ticket for my child or infant?

  

  Yes. All passengers require a valid e-ticket with a confirmed booking reference, including children and infants.

  To include a child and/or infant in your flight search, select Passenger and add the number of children and/or infants required.

   

• Do I require travel insurance?

  

  Travel insurance is highly recommended for all international and domestic travel. In some cases, travel insurance is compulsory, depending on your jurisdiction. Please refer to any guidelines issued by your relevant local authorities.
  
  Travala does not currently offer Travel Insurance for purchase.

• How can I obtain a payment receipt or invoice for my flight booking?

  

  To request a payment receipt or invoice for your flight booking, please submit a Contact Us request form. Once your request is received we will email you an electronic receipt.