Frequently asked question
Here you will find useful information on our policies and procedures. This includes information about how to book, what happens once you have booked and how to contact us if you have any questions or concerns or need to make a complaint.
Please ensure that you read the information about cancellations, refunds and form of payment information included below.
Bookings are considered a purchase and refunds have costs which depend on the airline used and in some cases may not be permitted. This is explained in more detail below.
Below are some of our most frequently asked questions - please click on the link to be taken directly to the relevant response:
1. What happens after you make your booking with ezeeflights.com and how do I know if my ticket has been issued?
After making a booking with ezeeflights.com (either thru the Online Booking Engine or thru our Travel Consultants over the phone) you will get a booking reference and confirmation number confirming that your booking has been completed. This is automatically generated once you give all your details to our Travel Consultant. In addition, you will receive an automatically generated booking confirmation email including the same confirmation number. If for any reason you do not receive the confirmation number and email, please contact us giving full details of your booking at firstname.lastname@example.org In case of changes: It is not uncommon that departure times are modified by the airline. This is of course outside of our control, however, we will endeavour to contact you should this occur. We strongly suggest that you give us you mobile phone number to enable us to contact you by phone or text message, if necessary, due to payment processing problems, changes to your flight schedule or for any other valid reason.
2. Separate charges made by ezeeflights.com or the airline.
Occasionally you may see more than one charge related to your purchase in your credit or debit card balance. This happens for two reasons: (a) because separate charges have been made by ezeeflights.com and the airline (see below) and (b) due to temporary withholding of funds made by your bank.
A) Separate charges made by ezeeflights.com and the airline company:
Frequently, the purchase you make includes several payment concepts which are generally divided into two separate charges, one made by the airline and other one made by ezeeflights.com
Charges made by the airline include:
The charges made by ezeeflights.com include
* The sum of all the other components e.g. hotel accommodation, ground transfers and any other products
* Our Service fee
Please note: The ezeeflights.com charges plus relevant airline charges will always be the total amount you will see, agree and confirm on the website when making a booking.
Our back-offices are located outside UK as well. Occasionally, depending on the work-load, reservations get processed in our overseas back-offices as well. In such cases, the credit/debit card statement of the customer may show the payment-charged in a currency different from GBP. Still, the overall amount charged from the debit/credit card will remain exactly the same as what has been Quoted by our Travel Consultant and agreed by the customer.
B) Temporary withholding of funds made by your bank Some banks
can temporarily block the amount available in your account until the definitive charge is made and then they release the temporary charge. That is to say, you may temporarily see duplicated charges, however, one of these "duplicate" charges will be released by your bank once payment is collected.
3. I haven't received the confirmation of my Booking. What shall I do?
If your email is working normally but you haven't received a confirmation e-mail within 24 hours of booking, it could be that an email or spam filter is blocking mails from ezeeflights.com
If this is the case, please use the form provided in our ContactUs section to send us a message indicating your mobile number and an alternative e-mail address where we can contact you.
4. Bookings made for third parties (i.e. the person purchasing the ticket is not one of the passengers travelling)
You can make a booking even if you are not one of the passengers. However, ezeeflights.com reserves the right to review the legitimacy of such bookings as appropriate and authorise accordingly. In these cases, ezeeflights.com requires an express authorisation from the purchaser and a legible photocopy of the holder's credit card and ID card or passport. These documents will be required by fax or by email as scanned copies. In order to ensure that the booking is processed promptly and efficiently, it is essential that you provide us with a mobile phone number so that we are able to contact you by phone or text message in case further information is required to process the payment.
5. What is an electronic ticket? What advantages does it have?
An electronic ticket is a paperless means of ticketing. In comparison to traditional paper tickets, the new electronic ticket system has important advantages:.
* It is cheaper, * It is quicker - Once your payment has been authorised and you have received your confirmation email, you have all you need to travel! * You can't lose your ticket * It is more environmentally friendly
E-ticketing is now standard throughout the travel industry. It is therefore advisable that you take a copy of your confirmation email/ receipt with you at all times when travelling or keep a note of your confirmation number. NB. You will be required to have a printed copy of your confirmation when checking in for flights to and from the United States.
6. Acceptable forms of payment
At ezeeflights.com we accept payment for tickets using either a credit or debit card or bank transfer.
7. Payment by bank transfer
If you decide to pay through bank transfer, you will receive an email with the account information necessary to make the transfer after completing your booking with us. You must make the payment within the term indicated in the booking confirmation e-mail so that the booking can be confirmed. If we don't receive your payment within that agreed term, your booking will be cancelled and you will need to re-book.
When paying by bank transfer we will take a valid credit or debit card to act as a guarantee until the payment is confirmed.
After verifying your payment, you will receive a second e-mail confirming the issuance of your ticket, including the receipt and ticket information.
8. Does ezeeflights.com require a signed authorisation in order to charge the tickets paid with credit card?
ezeeflights.com may require an express authorisation from the purchaser and a legible photocopy of the holder's credit card and ID card or passport, in certain cases. When required, these documents must be sent by fax or email as a scanned copy.
There are some frequent cases where we will ask you for this information – as follows:
* When the total amount of the confirmed booking is equal or greater than two thousand (£2,000) pounds.
* When the holder of the credit card that was used as the form of payment is different from the name of the passenger indicated on the booking
* We reserve the right to request this information for any booking. Please do not be offended if we ask you for this information even if it does not fit in with one of the examples shown above. We carry out random checks to ensure that we minimise our exposure to fraudulent transactions which are prevalent in the arena of travel booking. It is in this way that we are able to keep our fares as low as they are.
9. I have bought a ticket and there is a double charge on my credit card. Why is that?
If you have paid for a ticket with a debit card, there may be a temporary double charge shown on your card although the amount is not actually taken. This double charge is made by the bank as a temporary withholding of funds to cover the total amount of the ticket and another charge for the total amount of the ticket.
The charge will automatically be released once the payment is processed. This temporary withholding of funds is standard for every travel agency and is related to the complex operations between banks, the debit card issuers and IATA.
10. Is it possible to cancel a booking after having bought the ticket?
Once confirmed, bookings will be treated as definite. ezeeflights.com will issue all booked tickets upon confirmation and receipt of payment. This is in effect a contract between ezeeflights.com and the airline and thus in turn considered the same between ezeeflights.com and the customer.
In effect, it is not possible to cancel a booking. As per IATA rules, only the Airport Taxes "must" be refunded irrespective of whatever is the reason and the time-frame of cancellation. The rules governing refunds are set out below and will carry a £50 administration fee.
11. Can I ask for a refund?
If you are unable to travel you should in the first instance ask for a refund. In some cases, refunds are possible although an administration fee will be charged. The alternative would be to make a claim using your travel insurance if applicable.
At ezeeflights.com we do not force our customers to take out travel insurance, however, we strongly recommend you have some form of comprehensive travel insurance in order to ensure that you are able to get your money back for example in the case of unforeseen circumstances such as health problems.
The ability to issue a refund is determined by the airline. Refunds will be subject to the fare conditions relating to the ticket that you purchase. Usually the cheapest fares will not be refundable as with all fares on low-cost carriers.
ezeeflights.com charges £50 for processing of refunds or cancellations. This is in addition to any charge that the airline company may levy.
All cancellations and refunds will be handled as quickly as possible although we recommend you allow 4-6 weeks for processing. In exceptional circumstances we may be able to provide refunds in shorter times.
12. Can I modify my booking?
You may make a request for changes by sending an email message to our customer care team at email@example.com or by calling the number on the website. In most cases (depending on your fare conditions), the airline will make a charge for making any kind of changes.
Please note that in some cases, especially those concerning cheap or discounted fares, or for bookings made using low-cost carriers, the airline will not accept any changes or the cost of these changes may equal the cost of the original ticket.
Apart from the airline charges relating to such changes, ezeeflights.com will charge an administration fee of £50 for any such changes made.
13.How can I modify a surname in a booking?
As with most changes to bookings, in many cases, especially those concerning cheap or discounted fares, or for bookings made using low-cost carriers, the airline will not accept name changes. Alternatively the cost of these changes may equal the cost of the original ticket.
In this case ezeeflights.com must cancel the existing booking and issue a new ticket, with all related costs charged to the purchaser. At best, these costs will include the airline cancellation and management fees which we are required to pass on to the customer along with the ezeeflights.com administration fee of £50.
14. What documents does www. ezeeflights.com require to process my booking?
For security reasons the United States as well as most EU States, and other countries now require airlines to provide details about their passengers before they travel. This is known as Advance Passenger Information (API). In order to ensure that this information is passed on to the relevant airline in a timely manner we may need details of your passport, nationality and several other details at the time of booking.
API has nothing to do with applying for a visa. You are still required to follow the entry rules for every country you visit, as well as any required customs and passport control regulations.
15. What documentation do I need to travel?
For domestic flights some form of official picture identification is required (usually a driving license, ID card or passport).
For all international flights your passport is mandatory and, depending on the destination country, you might also need a visa. If you are in any doubt about visa requirements we strongly advise that you contact us as soon as possible at firstname.lastname@example.org
16. Who is responsible for having all the documentation necessary to travel?
We can of course offer advice on travel documentation and visa requirements, however, the onus is on you to ensure that you have the required documentation when you arrive at the airport.
If for any reason you are denied boarding (or indeed entry to the destination country) because you do not have the required documentation to travel, we will be unable to issue any refund. The passenger is solely responsible for carrying the required documentation at all times.
17. What shall I do if I have failed to complete the booking?
Occasionally there may be connection or communication errors between booking systems which prohibit you from completing your booking as desired. We can assure you that ezeeflights.com does not store the payment data provided by you and thus your details are secure.
If this occurs, we suggest you immediately call our Travel Consultants at the phone numbers given on our website. If you have any doubts or questions, you can contact us at email@example.com to confirm the status of your booking and to rebook.
18. What shall I do if I have made a mistake with the date or the time?
Unfortunately many fare types prohibit changes or cancellations (or there may be significant charges) once the booking has been confirmed. It is therefore absolutely essential that you take extra care when entering the date, time, passenger's names or any other information required when making the booking as the tickets will be issued automatically.
In the event, however, that you do make a mistake with your booking, we suggest you contact us immediately at firstname.lastname@example.org or call us on the number listed on the website. We can then contact the relevant airline and may be able to reduce the costs of a possible cancellation.
19. What shall I do if I haven't seen the final confirmation page?
If for any reason you do not see the final confirmation page when making your booking, your booking has not been made and your data has not been stored. In that case, we suggest you try again later or contact us at email@example.com with the relevant name, mobile phone number and the itinerary you have been trying to book.
20. How are childrens' bookings made?
When searching your flight, you must specify the number of every type of passenger travelling i.e. adults, children and infants. In order to make the booking, we will require the children's age and passport details. Please ensure that the correct details are given as the age of the child will influence the cost of the fare.
Remember that depending on the airline, passengers under a certain age must be accompanied by an adult.
21. Will I receive a receipt?
You will receive a receipt automatically by e-mail when your ticket is issued. If you do not receive this email receipt, please contact us at firstname.lastname@example.org.
22. Will I receive a cancellation invoice?
In the event that you have to cancel for any reason, we are able to issue you with a cancellation invoice for the purposes of any insurance claims. ezeeflights.com charges an administration fee of £25 for any such invoice.
23. What do I have to do when I arrive at the airport?
You must go to the check-in counter of the relevant airline and show your passport. You will also need to provide the airline with a print out of the confirmation email or the booking reference.
24. How do I make a complaint or suggestion?
At ezeeflights.com we endeavour to ensure that your booking is handled efficiently and competently at all times. From time to time, however, you may feel that we have not lived up to your expectations.
If this is the case, you can register your complaint by writing to email@example.com. At ezeeflights.com we are constantly striving for service improvement and our customers' needs are our first priority. If you have any suggestions that you feel would help to improve our service, please contact us at firstname.lastname@example.org