Question 1

When will I receive my flight confirmation email or ticket?

Accepted Answer

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.

Question 2

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

Accepted Answer

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.

Question 3

Passport validity and transit requirements for international flights

Accepted Answer

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.

Question 4

Do I need a visa?

Accepted Answer

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.

Question 5

Why has the price of my flight changed?

Accepted Answer

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.

Question 6

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

Accepted Answer

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.

Question 7

How do I select my seats?

Accepted Answer

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.

Question 8

Does the Best Price Guarantee apply to flight bookings?

Accepted Answer

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.

Question 9

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

Accepted Answer

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.

Question 10

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

Accepted Answer

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.

Question 11

Do I require travel insurance?

Accepted Answer

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.

Question 12

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

Accepted Answer

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.

Question 13

How do I add additional baggage to a flight booking?

Accepted Answer

You may use your airline reference, which can be found in the Reservation Details section of your booking confirmation email, to add extra baggage directly on the airline's website. If you'd prefer assistance, we can help add extra baggage to your itinerary. Please contact us at least 72 hours before your flight's departure. Note that the airline typically charges a fee for additional baggage.

Question 14

What is my baggage allowance?

Accepted Answer

Your specific baggage allowance on your flight booking depends entirely on your selected airline and fare tier. To view exactly what luggage is included in your booking, please check your official Travala E-Ticket or log into your account dashboard and navigate to the My Bookings section. You can also check your baggage allowance directly on your carrier’s website using your airline reference number noted in your Travala booking confirmation email. What are the standard types of baggage allowances? Flight itineraries generally break down baggage into three categories: Checked baggage – larger items that must be checked in and placed in the aircraft hold (not carried on board) Cabin (or “carry-on”) bag – smaller luggage that you can bring into the cabin and place in the overhead locker Personal item / Underseat bag – such as a handbag, laptop bag, or camera bag which usually goes underneath the seat in front

Question 15

Why can’t I add checked baggage to my flight itinerary?

Accepted Answer

Checked baggage may not be available to add to your flight booking where - you have a self-transfer with a short layover (usually less than 2 hours), or the carrier does not offer checked baggage, or we experience technical issues that prevent you from adding baggage. You can request additional services up to 48 hours before your trip. Please Contact Us for assistance.

Question 16

How do I make changes to my flight booking?

Accepted Answer

Can I change my flight? Flight booking can usually be changed up to 48 hours before departure. To request a voluntary flight change please contact our Customer Support team via chat or email at support@travala.com for assistance. Will changing my flight affect the price? Changing your flight will usually affect the total cost. The final price of your new itinerary depends on: The difference in fare between your original and new flight Any tax difference Airline change fees (if applicable) Supplier or administration fees required to process the change How much will it cost to reschedule? Because flight prices vary, there is no fixed fee for changing a booking—the cost is calculated at the time the change is requested. You can then choose whether to proceed with the change. What happens after I request a change? You receive a personalised quote for your preferred new flight, including a payment link If you accept, we instruct our supplier to proceed with the change Once finalised, you receive an updated confirmation email with your new flight itinerary Please note , in some cased, if your booking contains multiple passengers, any changes made may apply to the itinerary of ALL passengers.

Question 17

What happens if the carrier cancels my flight?

Accepted Answer

An ‘involuntary cancellation’ is when a carrier cancels your flight. If this happens, we will present you with alternative itinerary options as close to your original itinerary as possible. Alternative itinerary options may be free or may require additional payment, depending on the options available. Please note that Travala does not charge you extra for arranging your alternative itinerary. If none of the alternative itinerary options suit you, you may opt for a refund request. Please note that involuntary cancellations initiated by carriers are outside of our control and we are not liable for the consequences of any cancellations made by these third parties.

Question 18

What is an airline schedule change?

Accepted Answer

An airline schedule change, or involuntary change, to your flight can happen for many reasons, such as airport runway works or unplanned aircraft maintenance. If the airline reschedules your flight before you are due to travel, we will email you the new flight details to the address provided in your original booking . We will do our best to contact you using the relevant contact details provided in your booking.

Question 19

How do I check if my flight booking is refundable?

Accepted Answer

To check whether your flight booking is refundable, please live-chat us or submit a Contact Us request form for assistance. We will contact our supplier to determine whether your particular fare type is refundable.

Question 20

What are my flight booking refund options?

Accepted Answer

If you are entitled to a refund, the available refund amount will be refunded to you based on the original payment method used to purchase your booking. Credit card or debit card payment The refund will be sent to the card that you used to pay for the booking. Please note that it may take up to a few months for the refund to be processed by the carrier. Cryptocurrency payments Due to regulatory requirements and price volatility, refunds will be processed in Travel Credits and credited to your Travala account. These credits can only be used to purchase future products on Travala and cannot be redeemed for fiat currency or cryptocurrency. Learn more . Travel Credit payment The amount will be refunded to you in Travel Credits and sent to your Travel Credits Wallet in your Travala account. Promo Credits partial payment Promo Credits that have been used to make a booking are non-refundable in the event of cancellation (whether voluntary or involuntary) or any other circumstances. Binance Pay The refund will be made in USDT and will be sent to your Binance Pay wallet in your Binance account. Crypto.com Pay The original cryptocurrency used to purchase the booking will be credited to your Crypto.com account. Refund in Carrier Vouchers While we will always try to obtain a monetary refund from the carrier on your behalf, it may not always be possible. In such instances, the carrier will usually offer a credit voucher, which can be used for future travel with that particular carrier. Where we receive a credit voucher from the carrier, we will email the credit voucher to the email address of the Travala account used to purchase the original booking. Non-refundable Fares If your fare is non-refundable, you may not be able to receive any of the above refunds. However, your booking can generally be rebooked to new dates if the date change is requested at least 72 hours before flight departure. Please note that, where rebooking is available, the total cost of the rebooked fare may differ depending on change fees and differences in the fare and applicable tax.

Question 21

How do I cancel my flight booking?

Accepted Answer

To request a 'voluntary cancellation' of your flights, navigate to My Bookings in your account and click the cancel button next to the relevant booking. Any cancellation requests must be submitted no later than 72 hours before your departure time , otherwise the carrier will classify your absence as a ‘no show’. If you are unable to request a booking cancellation from your account, please contact our Customer Support team via chat or email at support@travala.com . A voluntarily cancellation may incur a carrier cancellation fee as well as an administration fee from our travel supplier to process the cancellation. The amount of the cancellation fee will vary depending on the carrier and the airfare rules applicable to your booking. There is no guarantee of a refund. Where you request a voluntary cancellation, please be aware that we cannot calculate the refund amount you will receive at the time of your cancellation request. If you are entitled to a refund, your refund option(s) will depend on your original payment method.

Question 22

What is partial payment?

Accepted Answer

We value flexibility, that’s why Travala is proud to offer partial payments. With partial payments, Travellers can pay for part of their booking using any of Travala’s accepted payment methods and the remainder in either Travel Credits or AVA.

Question 23

How can I use partial payment?

Accepted Answer

Partial payments allow you to split your booking cost between a primary and a secondary payment method. How to split your payment Select your preferred main payment method (Credit Card, Crypto, Wallet, Crypto.com or BinancePay) Choose either Travel Credits or AVA as your secondary method Decide how much you want to split the payment. With Partial Payments, you can pay up to 50% of your booking in AVA, and there is no limit on Travel Credits. Can I use more than two forms of payment? You cannot use three (3) or more forms of payment for a single reservation. You also cannot combine Travel Credits and AVA together with a Credit Card (example). If you wish to use an external currency (Dollars/Crypto) to complete a reservation, you must choose to use only your Travel Credits or only your AVA balance as the second split method.

Question 24

How will I receive my refund on a partial payment?

Accepted Answer

If you paid for your booking using a combination of a credit card, Travel Credits, or cryptocurrency, your refund will be split and sent back to the original payment methods used, subject to our terms and conditions. Credit card or debit card payments will be sent to the card used to pay for the booking. Funds may take a few days to appear in your bank account, depending on your bank billing cycle. Cryptocurrency payments will be credited to your Travala account in the form of Travel Credits. This is due to regulatory requirements and price volatility. Travel Credit payments will be refunded to you in Travel Credits and sent to your Travel Credits Wallet in your Travala account. Binance Pay will be refunded in USDT and will be sent to your Binance Pay wallet in your Binance account. Crypto.com Pay will be refunded in the original cryptocurrency used and credited to your Crypto.com account.

Question 25

What are the benefits of becoming an AVA Smart Program member?

Accepted Answer

The AVA Smart Program is a crypto loyalty travel program that offers savings of up to 13% on travel bookings via direct discounts, crypto givebacks on bookings in AVA (all Smart members) and Bitcoin (exclusive to Smart Diamond & Platinum members), and AVA payment discounts, alongside many other benefits. These rewards are available to travellers who choose to use either cryptocurrencies or traditional payment options. The AVA Smart Program has several tiers and can be activated by locking up AVA. You still own 100% of the AVA tokens and can unlock at any time after 30 days. Learn more .

Question 26

Who can join the AVA Smart Program?

Accepted Answer

Any Travala customer with a registered account can participate in the AVA Smart Program and get started with the Smart Basic tier for FREE. Don’t have an account? Create one now!

Question 27

Can I use the AVA Smart Program and another program at the same time for my booking?

Accepted Answer

The AVA Smart Program cannot be used in conjunction with any other incentives or programs.

Question 28

How much discount can I get with the AVA Smart Program?

Accepted Answer

In total, you can receive up to 13% cheaper rates on the listed Travala price when combining the discount and rewards based on your membership tier, your payment method and the travel product you book. See the membership comparison table for a full breakdown.

Question 29

How to make a booking using Travel Credits

Accepted Answer

You will find the option to pay with Travel Credits at checkout. If your Travel Credit balance covers the total amount of the booking, select Pay with Travel Credits . You may also choose the Partial Payment option to use your Travel Credits and pay the remaining balance with one other payment method (including Credit/Debit Cards, Cryptocurrencies, or your Wallet). You can only use a maximum of two (2) payment methods per booking. You cannot combine Travel Credits with both AVA and a credit card at the same time.

Question 30

How can I buy Travel Credits?

Accepted Answer

Travel Credits can be purchased with cryptocurrencies via the Credits tab under My Profile . There is no limit on how many Travel Credits you can purchase or have in your account. However, the minimum amount per transaction is 50 Travel Credits and the maximum is 25,000.

Question 31

What are Travel Credits?

Accepted Answer

Travel Credits are a US dollar-equivalent credits stored in your Travala account used exclusively to pay for bookings. They are valued at a fixed rate of 1 Travel Credit = 1 USD, though the total balance will display in your locally selected fiat currency. How Can I Obtain Travel Credits? Travel Credits are automatically added to your Travala account through several standard account activities: Purchased directly using your preferred cryptocurrency. Issued as a refund from a canceled or eligible booking. Earned as rewards via the Ambassador program or specific promotional bonuses. Gifted to your account as loyalty or birthday rewards. Can I withdraw or cash out Travel Credits? Travel Credits cannot be withdrawn, cashed out, or converted into real money or cryptocurrency once they are issued or purchased. They hold no external cash value and can only be used to pay for bookings directly on the Travala platform. Do Travel Credits Expire? Travel Credits purchased or received as a refund have no expiration date. Travel Credits received via promotions or other methods may have specific expiration rules depending on the manner in which they were obtained

Question 32

How do I make a booking using Promo Credits?

Accepted Answer

You’ll find the option to pay with Promo Credits at checkout. Simply select the Partial Payment option to use some or all of your Promo Credits and pay the remaining amount with another payment method, including cryptocurrencies or credit card. The minimum total booking value to use Promo Credits is US$200. Promo Credits may only be redeemed in multiples of US$25, with the maximum redeemable amount dependent on the total booking value. See the table below for details. Booking Value Max Promo Credit Spend Less than US$200 0 US$200 or more 25 US$400 or more 50 US$600 or more 75 US$800 or more 100

Question 33

What are Promo Credits?

Accepted Answer

Promo Credits can be obtained through offers or competitions. Can I withdraw or cash out Promo Credits? Promo Credits cannot be withdrawn, cashed out, or converted into real money or cryptocurrency. They hold no external cash value and are used exclusively to pay for bookings directly on the Travala platform. Do Promo Credits Expire? Yes. Unlike standard Travel Credits, all Promo Credits have a strict, set expiration date. The specific validity window depends entirely on the terms of the individual campaign or promotion through which they were obtained. You can view your specific expiration dates directly inside your Travala account wallet.

Question 34

Can Travel Credits be used to pay at the property?

Accepted Answer

Yes, Travel Credits can be used together with the “Pay at Property" method. Simply choose to pay with Travel Credits at checkout, then select “Pay at Property'' as your secondary payment method. Please note that your total Travel Credit balance must be lower than the total booking price in order to select the secondary payment method.

Question 35

How long are Travel Credits & Promo Credits valid for?

Accepted Answer

Travel Credits that are purchased or received as a refund have no expiration date. Obtaining Travel Credits in any other way will involve an expiration date specific to the manner in which they were obtained. Promo Credits always have a set expiration date.

Question 36

What is a discount voucher?

Accepted Answer

A Discount Voucher is issued by Travala and can be used to save more when you book on Travala. You can redeem the voucher at the checkout step by entering the voucher code in the Apply Discount Voucher box.

Question 37

How can I use a discount voucher?

Accepted Answer

At the checkout step, you can apply the discount voucher code to receive the discount for your booking. Your discount will be displayed immediately on your Booking Summary. To find the room offers eligible for Discount vouchers, login on your account, search for your property, and see the room offer with Voucher Supported label. Discount vouchers can be used with almost all the payment methods on Travala except Pay at Property . Discount vouchers can only be applied when the booking value is higher than 100 USD Only one discount voucher can be used per booking transaction Only one discount voucher may be used per person Each discount voucher will have its own validity and terms and conditions Discount voucher types can have a fixed or percentage value The discount voucher can only be used for supported room offers Discount Voucher Terms and Conditions By using discount vouchers, the customer agrees to be bound by the Discount Voucher Terms and Conditions. To be eligible to use a discount voucher, the customer must be over 18 years of age and must have a registered account on Travala. Discount vouchers can only be used and valid for travel products on Travala. The discount value of the discount voucher will be deducted from the total booking value. The remaining payment must be paid by you. Only one discount voucher can be used per booking transaction Only one discount voucher may be used per person Discount vouchers cannot be paid out in cash or transferable or assignable. Discount vouchers are issued with specific terms and conditions and validity. For example, a discount voucher may only be used for bookings made during a specific validity period, bookings where the check-in date is within a specific period, bookings that check-in on specific days of the week, and/or bookings above or below a booking value threshold. The Discount Voucher will expire on the date specified in the specific terms relating to the Discount Voucher, or before subject to availability of which we will notify you via the website. You cannot use the Discount Voucher after this date. In the event that a discount voucher is used and the booking is cancelled by the customer, the discount voucher will no longer be valid. The discounted voucher amount will not be reallocated or refunded. Travala reserves the right to modify or cancel any discount voucher at any time. Travala reserves the right to revise and amend the Discount Voucher Terms and Conditions at any time at its sole discretion with or without notice including to reflect changes affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our site's capabilities. If a customer is found to be acting in breach of these Terms and Conditions, or in an illegal, deceptive or fraudulent manner, Travala reserves the right to render the customer's Discount Voucher void.

Question 38

How can I check the validity of a discount voucher?

Accepted Answer

When you enter a discount voucher code at checkout, you’ll be able to see whether the discount voucher was successfully applied by checking the price listed under your Booking Summary.

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