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FAQs - Frequently Asked Questions

BOOKING

  • How do I make a Flights booking?
  1. Enter where you are flying from.
  2. Enter where you are flying to.
  3. Enter your departure date.
  4. Check whether you want a return trip or one way (it is defaulted to return).
  5. Enter your return date.
  6. Enter how many passengers are traveling (it is defaulted to 1 adult).
  7. Under 'More options' you can choose to specify a particular airline and business or first class if you like.
  8. Click on the orange 'Search' button to continue. On an international routing you can tick 'My dates are flexible' and we will show you the lowest fares available taking your flexibility into account.
  9. After a short wait you will be taken to the search results page. These results can be sorted by airline, price, departure time, duration and stops.
  10. When you have decided which flight suits you best simply click the orange 'Book flight' button.
  11. The next page is the review page of the flights and the choice of travel extras (e.g. travel insurance). If you would like more information about any of the products, click on the 'View details' button. When you are ready to pay simply click the 'Continue' button.
  12. The next page is the passenger page where you enter the passenger details.
  13. The payment page follows where you choose the payment method. Once selected, you enter all relevant details as requested. If you choose internet transfer, you can select your bank to retrieve the payment details. Please note that low cost carriers do not allow us to offer the internet transfer option. Once completed, click the 'Pay now' button when you are ready to pay. This may sound like a lot, but it's much simpler when you actually try it out!
  14. You will then receive your booking references and an overview of the booking you made
  • How do I know that my booking is confirmed?

Your booking can only be confirmed once the money you transferred has reflected on our account. Once processed, you will receive an e-ticket email or, for certain low cost carriers, a confirmation email with a reference number.

  1. Your booking reference number with us
  2. Your airline booking reference number
  3. Your flight details
  4. Your payment details

For non-low cost carriers you will receive an e-ticket email, which contains in addition to the points above:

  1. Your e-ticket number
  2. A link where you can log in and view real-time information about your flight

For low cost carriers you will receive a confirmation email from the respective airline with the reference number and a confirmation email from us. Please note that most low cost carriers do not issue tickets.

 

  • What is the difference between a direct flight, a non-stop flight and a flight with a connection?

Many people think nonstop and direct flights are interchangeable terms, but there are differences between the two.

A nonstop flight does as its name suggests: flies from one airport to another without stopping.

A direct flight, on the other hand, makes (so called technical) stops along the way.

Often, passengers traveling on direct flights make a stop at a midpoint airport and remain seated on the plane while some passengers exit and others board.

An itinerary with connecting flights requires passengers to change planes at a midpoint airport, which may be in a different terminal or on a different airline. Please watch out for the little 'i' next to the flight number, which will tell you if there is a technical stop on the flight.

  • Do I have enough connection time between my flights and could i make a stopover?

The minimum connecting time is the shortest permissible time needed to make a connecting flight at a particular airport. This standard is determined for each airport by the airport authorities together with the respective airlines. The connection times we offer on our website are in accordance with these standards.

In the event that your flight is delayed, causing you to miss your connecting flight, it is the airlines responsibility to rebook you on the next available flight provided that all flights are on one ticket. If no other flights are available then, the airline might offer you accommodation and transport to a hotel.

Depending on the waiting period, meals and refreshments could also be offered by the airline.

If you have two separate tickets connecting two flights, the respective airlines will not take any responsibility if you miss your connection.

  • Can I book a flight with an outbound departure from another country than the one I am presently situated in?

Yes you can.

  • Can I book a flight with a stopover?

Yes you can! While it is not possible to book a ticket with a stopover on our website, you can Contact Us

 

  • Can I travel from one destination and return from/to another?

Absolutely. While this is not possible on our website as it only offers a point to point service, you can Contact Us

  • Can you help me with an 'around the world' ticket?

Unfortunately you cannot book an 'around the world' ticket on our website. Please Contact Us

  • Can I make a reservation for more than 9 passengers in the same booking?

No, this is not possible. Please Contact Us

  • How do I book an unaccompanied child?

Please contact the airline directly to book a ticket for an unaccompanied child as we are not permitted to make these reservations.

  • How do I book an unaccompanied child?

Please contact the airline directly to book a ticket for an unaccompanied child as we are not permitted to make these reservations.

  • How do I travel with an infant / request a baby basket?

Children under the age of 2 usually do not get their own seat. They will have to sit on an adults lap. Most airlines offer baby baskets for infants up to six months old (depending on length and weight) to be requested on long haul flights. To make this request, you can Contact Us

service fee will apply to process this request. As the confirmation of the request depends on the airline, we cannot guarantee that this service will be available on your chosen flights.

  • Can I redeem airmiles when I make a booking with you?

Unfortunately we cannot help you redeem your air miles (for example if you would like to book your flight using your accumulated credit). This must be done directly through the airline. You will also need to contact the airline directly if you want information about the status of your frequent flyer account.

However, what we can do is make sure that your frequent flyer number is added to your booking. You can Contact Us for this.

A service fee may apply to process this request. As the confirmation of the request depends on the airline, we cannot guarantee that the miles will be credited to your account.

  • How do I know that the airline has made schedule changes on my booking?

The airlines have the right to reschedule their flights if necessary. We will try our best to inform you of a schedule change on your reservation, but at times it is impossible to reach everybody especially at your destination. Please note that it is ultimately your responsibility to reconfirm your flights prior to departure, by either calling the Airline directly or logging onto any of the following websites to check if your flight itinerary has been changed:

Alternatively, just Contact Us.

 

  • What are your Extras and how can I book them?

You have the option to choose services like Travel Insurance, Cancellation and Refund Policy, Accident Aviation Benefit and Airline Liquidation Policy when you make your booking online and pay for it straight away.

  • Can I book a flight with an outbound departure from another country than the one I am presently situated in?

Yes you can.

  • Why must I provide Date of Birth, Passport information etc. when making a booking on a certain airline carrier or to/from/via the USA?

Certain airlines and/or governments of the country/ies that you are visiting require/s the further information for security reasons before we can issue your ticket (if departure is in less than 96 hours). If you book well in advance we can issue your ticket with the passengers' full names and date of birth but if the remaining information is not in the booking at least 96 hours before departure, the airline will very likely refuse you to board on the day of your first flight.

When you make a booking, we will remind you to provide us with these details via an urgent email with a link that allows you to fill out the necessary information using an online form. We also display information online with the option to fill out a form during the booking process.

For early departures to/from/via the USA or any destination with certain airlines (Egyptair, Emirates, Etihad Airways, Turkish Airlines and Qatar Airways), we can only guarantee the same price if we receive the required information before midnight (Nigerian time) on the same day the booking was made. Should we not receive your information before midnight, we cannot issue your ticket and therefore cannot guarantee your ticket price.

The required information we urgently need from you for each passenger is:

  • Passport number
  • Country where passport was issued
  • Date of passport expiry
  • Nationality
  • Redress number (if applicable)
    (The redress number is only applicable if you are travelling to the USA and have a name similar to or the same as a name on the current terrorist watch list. You might then experience secondary security screenings at airports, which are very time consuming. You can prevent this by providing your Redress Number at the time of booking. A Redress Number is a unique number that helps TSA (Transportation Security Administration) eliminate watch list misidentification. People who this is applicable to can apply for a Redress Number at http://www.tsa.gov/travelers/customer/redress/index.shtm.)
    If you haven't heard of it before, don't worry about it. You can leave it blank.

If you are not travelling from/via/to the USA or with airlines Egyptair, Emirates, Etihad Airways, Turkish Airlines and Qatar Airways, the additional information is not necessary.

If you are interested in more details, please click on the links below:

http://www.tsa.gov/what_we_do/layers/secureflight/http://en.wikipedia.org/wiki/Advance_Passenger_Information_System

 

Payments

  • How do I pay for my booking?

You can pay either by Internet Transfer, Quickteller, etc

Your payment should be made immediately in order to have the quoted price guaranteed.

  • When do I pay for my booking?

Your payment should be made immediately or before midnight (Nigerian time) the same day the booking was made, in order to have the quoted price guaranteed.

  • I am having problems paying for my booking, can you help?

If you have trouble making the payment, please double check that you have typed in your name, all digits (no spaces), expiry date and the 3 digits on the back of card correctly.

If all information is correctly stated, please contact your bank to make sure that the complications are not initiated on their side (for example because you might have a limit for large amounts).

Is it safe to make the payment online?

Yes. Absolutely! Nothing is more important to us than the privacy and integrity of your personal information. Our website is protected with Thawte SGC-enabled SSL Certificates.

  • Can I pay with two different credit cards?

Yes, provided you have more than one passenger and would like to pay for each ticket separately. So you could pay one ticket with one card and the other ticket with another card or via internet bank transfer. It is, however, not possible to pay one ticket partially with two different forms of payment (for example, internet transfer and credit card)

  • How do I check that you have received my payment?

We will email you a ticket confirmation. For low-cost carriers, you will receive a confirmation from the airline directly.

  • Do I have to pay taxes on my tickets? May local taxes be added after my ticket has been issued?

Airport departure taxes are included in the prices you see on our website. However, in certain Countries (like Thailand for example), a local departure tax is payable directly at the Airport on day of departure, in local currency. Prior to ticket issue, taxes can fluctuate due to currency conversions which may alter the total amount due for the booking.

We reserve the right to re-price your booking at the correct amount on day of ticket issue. Should you be unhappy with the new amount, we will refund you in full.

Tickets

  • When and how will I receive my ticket?

It will be emailed to you shortly after we receive your payment.

  • Will I receive a ticket from low cost carriers?

Some low cost carriers do not send out tickets but will email you a booking confirmation which you will use to check-in with instead.

Changes and Cancellations

  • Can I change the dates on my ticket?

Unfortunately there is no simple answer to this question - the rules vary between airlines and different rules pertain to each airfare and booking class.

Please note that a handling fee may apply when we check the fare conditions of your ticket for you even if the outcome is that the airline does not allow changes.

  • Can I travel on one flight leg and cancel the other?

You may choose to fly on your outbound flight and not use your return flight. However, this does not apply the other way around. If you don't check in for one of your flights, the airline will cancel all the remaining parts of the ticket, which will become invalid. Please note that you will not get any money refunded for any parts of the ticket not used.

  • Can I change departure or destination city on my booking / ticket?

No, it is unfortunately not possible to change departure or destination cities on your booking.

  • Can I change the passenger name on my ticket?

With the exception of low cost carriers, most airlines do not accept name changes after the ticket has been issued. It is sometimes possible to correct a few letters on a ticket against a fee, if the name has been miss-spelled.

If the name on your ticket is not correctly spelled, please Contact Us on the day the booking was made to assess whether we can assist

  • Can I correct the spelling of my name on the ticket?

In most cases, the airline will permit us to correct the passenger name on the ticket at a fee should the spelling mistake be no more than 3 letters in the name. Low cost carriers are usually more flexible to such changes, however, may charge a fee.

  • How do I cancel my booking?

Please Contact Us so that we can check the fare regulation of your ticket. Not all tickets are refundable with many being only partially refundable

Once we have established the possible refund you are entitled to, we will request it with the airline on your behalf. The refund will be made by the airline directly to the account the booking was originally paid with. This can take 6 to 8 weeks depending on the airline. Please note that we charge a refund administration fee to facilitate the refund request.

Products

  1. Flights
  2. Hotels
  3. Cancellation & Refund Policy
  4. Getaways
  5. Tours
  6. Group Trip
  7. Visa Assistance
  • Why should I purchase your Cancellation and Refund Policy?

The Cancellation and Refund policy will cover you for at least a partial refund of your booking whatever the reason for cancelling, allowing you to redeem a portion of your ticket when doing so or the entire ticket value when cancelling for medical reasons or in the unfortunate incident of a death in the family. For full information, see the policy wording below:

The policy

  • Full Refund:

Your full airfare and taxes will be refunded if you cannot travel due to the following reasons:

1. Sudden illness^ of yourself or close relative* leading to hospitalisation.

2 .Accident or injury to yourself or close relative* leading to hospitalisation.

3. Death of yourself or close relative*

To qualify for the full refund, you will need to have purchased the cancellation & refund policy at the time of booking your flight. Should you be unable to travel, it is your responsibility to ensure that you cancel your flights prior to the date of departure. If for any reason you cannot get hold of us, please cancel your flight with the airline directly.

An administration fee of NGN5,000 will be payable upfront in order for refunds to be processed.

Official proof of medical incapacitation (i.e. hospital bill, medical report or admission form) or death certificate needs to be sent to Travergy within a week of cancellation. If you have a paper ticket, this should be returned to us along with mentioned documents.

  • Partial Refund:

Any Applicable airfare portion and applicable taxes, will be refunded, if you cannot travel for any reason with exception of airline liquidation / suspension. Please note that the applicable portions are subject to the rules of the airfare.

Definitions:

*we use the term “close relative” to refer to a husband, a wife, a partner, a child or grandchild, a brother, a sister, a parent or grandparent.

^we use the term “sudden illness” to refer to an illness that was not known about at the time of booking or illnesses that could not have been anticipated at the time of booking. “Sudden illness” does not cover passengers who have been advised against air travel by a medical doctor.

Please note: Travergy will process your refund application through the applicable airline. This process can take up to