Frequently asked questions - FAQs

Got a question?

• How do I contact you?

  Click here to visit our 'Contact us' page

• What documentation will I receive?

  Click on our Your travel documents page where we explain your documents and how you can use them in a variety of ways. Whether through the ‘My trip’ function on Netflights.com (take a look top right), on your airline’s website or on www.viewtrip.com.

• When will I get my documentation?

  Click on our Your travel documents page where we explain this.

• What's an e-ticket?

  Most tickets are now electronic (e-tickets). For these, we will send an e-ticket receipt by mail or email, and this is sufficient for travel, as the Airlines hold your reservation electronically in their systems. You may be able to access your e-ticket information online by logging to www.viewtrip.com. You will need the Galileo locator/PNR, which is shown on your invoice, and the lead passenger name.
  
  For further information on tickets and documents click here - Your travel documents.

• When will I get hotel, tour and/or transfer vouchers?

  For further information on vouchers and documents click here - Your travel documents.

• When will I get my car hire voucher?

  For further information on vouchers and documents click here - Your travel documents.

• Is there a charge for booking over the phone?

  Yes, bookings made over the phone will incur a £7 per person charge.

• Will I get charged for using a credit card?

  No, there are NO FEES when paying by credit or debit card.

• How do I request meals/seats on my flight?

  Seat requests

  Most airlines charge a fee to request your seat. Some offer free seat selection close to departure.

  Airlines sometimes switch the aircraft type close to the departure date due to load factors and maintenance. When these changes are made, pre-reserved seats are re-assigned and you could lose the seat you so carefully selected. In addition, airlines may release seats that were previously not available for assignment.

  Meal requests

  You can request a meal for select international flights with most airlines once you have completed your online booking. If you have certain dietary requirements, for example, vegetarian, low-fat or kosher meals then you should request them as soon as possible. Please bear in mind that airlines do not always guarantee availability.

  
  For links to request your seats or book a meal please click on our airline information page.
  
  If you are experiencing problems contacting your airline then please feel free to contact Netflights Customer Contact Centre who will be happy to assist. Email: [email protected]

• Who do I contact for special assistance?

  Passengers with a disability, reduced mobility or medical condition travelling by air are advised to visit our special assistance page for more information.

• What is ATOL protection?

  This website is intended primarily to provide services to residents of the UK and all bookings are subject to our terms and conditions found here. ATOL protection does not apply to departures from outside the UK and Ireland.

• What is Air Passenger Duty (APD)?

  Air Passenger Duty is an excise duty charged on the carriage of passengers flying from a United Kingdom airport on an aircraft that has an authorised take off weight of more than ten tonnes or more than twenty seats for passengers and duty is payable in full.

• What is Advance Passenger Information (API)?

  For security reasons, the US, 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).

  API data requirements apply to certain countries such as Antigua and Barbuda, Australia, Barbados, Bermuda, Canada, China (except Hong Kong), Cuba, Dominica, Grenada, Guyana, Jamaica, Japan, Korea, Kuwait, Mexico, New Zealand, South Africa, Spain, St Kitts and Nevis, St Vincent and the Grenadines, Thailand, Trinidad and Tobago, United Arab Emirates, United Kingdom and USA.

  Adding Advance Passenger Information (where applicable) in advance will speed up check-in for flights. Please proceed to the your airline's website, you will be required to enter your airline reference number situated in the 'Airline Info' section at the top of your E-ticket receipt. For 'Viewtrip' documents the reference is situated as the Airline Confirmation number in the 'Flight Information' section.
  
  For more information, read our API FAQs

• Do I need travel insurance?

  This is an essential part of your holiday package. The cost of the insurance policy is negligible compared to the costs that you could incur if something were to go wrong. It is well known that medical bills in the US can be very high but an air ambulance from the Canaries can cost as much as £16,000. Add to this the cancellation and personal belongings cover and its value becomes apparent. If you already have an insurance policy then make sure it provides suitable cover for your trip. In particular, please ensure you check the details if you are relying on cover provided 'free' with a credit card or bank account. Some do offer suitable cover but many do not.

• What are the entry requirements for where I am travelling to?

  Find all the latest information and advice concerning visa applications, entry requirements and other travel documents that may be required when travelling to a specific destination – use the link below to find your destination
  
  https://www.gov.uk/foreign-travel-advice

• How long do I need on my passport to travel?

  You must have a valid Passport with a minimum of 6+ months on it or you will not be able to travel. Your passport must also be in excellent condition - the presentation of damaged passports may mean they are unable to travel. Your passport must be machine readable otherwise you will be denied boarding. For further advice, please contact your local passport office.

• Do I need a visa?

  If you do not have the correct documentation to travel, including visas where required, you will be turned away at check-in. It is your responsibility to ensure that your travel documentations are in order. Please note that if you are travelling on a one-way ticket, most countries will not allow you to enter without relevant visas or documentation.

  If you have a connecting flight via a third country, you may also require a transit visa. For further information, please ensure you contact the consulate of the country you are travelling through. For the most up-to-date information on visas, passports, health and travel advice worldwide, please ensure you check on the following websites for Visas, Home Office and The Foreign, Commonwealth and Development Office (FCDO).

  • www.thetravelvisacompany.co.uk
  • www.homeoffice.gov.uk
  • www.gov.uk/fcdo

• Do I need a visa to go to the USA?

  If you hold a British Citizen Passport and are travelling to America (USA) for tourist purposes, you will need a visa.
  
  Visit these websites for more information:
  

  • www.thetravelvisacompany.co.uk
  • www.gov.uk/fcdo

• How do I find out about healthcare abroad?

  Find all the latest information and advice regarding pre-travel health preparations and healthcare abroad; including medication, vaccinations, how to seek medical assistance and all other health related issues when travelling to specific countries - use the link below to find your destination.
  
  https://www.gov.uk/foreign-travel-advice

• What happens if my flight times change?

  If an airline advises Netflights.com of a schedule change on your bookings we will notify you of changes over 1 hour. Depending on your chosen method of communication this will be either by e-mail or post.

  For changes under 4 hours we will send you a new invoice showing the new flight details and will automatically arrange for the ticket to be re-issued.

  For changes of 4-8 hours we will send you a new invoice showing the new flight details and will request that you contact us within 14 days if you require further assistance with regards to the schedule change. If we do not hear from you within 14 days we will consider this as an acceptance and re-issue your e-ticket. Once the ticket has been re-issued any further changes will be classed as an amendment and charges will apply.

  For changes over 8 hours we will send you a new invoice showing the new flight details and will require you to contact us to discuss your requirement in further details. We will not re-issue the ticket until you have instructed us to do so.

  If you wish to accept a schedule change you can do so by e-mailing us at [email protected]

  Please note: we encourage you to utilise www.viewtrip.com to check your flights 72 hours prior to departure. This is a free online service where you can check the latest flight scheduling information, as provided by Galileo. To use this service, you will need your Galileo booking reference (PNR) shown on your ticket and the lead passenger surname.

• How long before my flight do I need to check-in?

  Click on our Online check-in page where we explain this.

• Which terminal am I flying from?

  Your terminal details will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about which terminal you are flying from please visit your airline's website, see links here.

• What if I am travelling with a child with a different surname?

  The UK Border Agency has a duty under Section 55 of the Borders, Citizenship and Immigration Act 2009 to safeguard and promote the welfare of children. They take this duty very seriously and work to protect vulnerable children and those who potentially may be trafficked.

  If you are travelling with a child (under 18) and are not the child's parent, or appear not to be the parent (for example, if you have a different family name), you may be asked a few questions to establish your relationship with the child. This will always be done as quickly as possible and in a way which is sensitive to the interests of the child and the adult involved.

  It is not the intention to delay your journey any longer than necessary. It may help you next time you travel if you could carry evidence of your relationship with the child and/or the reason why you are travelling with the child. This evidence could include copies of:

  • a birth or adoption certificate showing your relationship with the child
  • divorce/marriage certificates if you are the parent but have a different surname to the child
  • a letter from the child's parent/s giving authority for the child to travel with you and provide contact details if you are not the parent.

  UK Border Agency officers will seek to establish the relationship between children and the adults who are accompanying them or who are meeting them on arrival in the UK, before allowing them to leave the UK border. Performing these checks does not affect the right to freedom of movement for UK and other EEA citizens.

• What happens if the airline brings my deposit deadline (ticket-by) date forward?

  If you have already paid Netflights.com in full for your airline ticket we will issue the ticket prior to the new deadline to avoid any additional charges.

  If we have not received full payment we will make every effort to contact you either by phone, letter or email to advise you of the new deadline. At this point you have the option to pay in full so we can issue the ticket on the new deadline date or will endeavour to rebook you on the next available fare. Please note additional charges will apply.

  Please note: notification periods are governed by the airline, and occasionally this notification period can be limited.

• What happens if the airline implements a fuel surcharge?

  If you have already paid Netflights.com in full for your airline tickets we will issue the ticket prior to the deadline to avoid you incurring any additional surcharges.

  If we have not received full payment we will make every effort to contact you either by phone, letter or email to advise of the fuel increase. At this point you have the option to pay in full so we can issue the ticket at the original price or once the deadline has passed we will re-invoice you showing the additional fuel supplement.

  Please note: notification periods are governed by the airline, and occasionally this notification period can be limited.

• What is the baggage allowance for my flight?

  Your baggage allowance will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about your baggage allowance please click on our airline information page.

• Does my baggage allowance include hand luggage?

  No, unless you have booked a hand luggage only ticket. Always check the exact hand luggage allowance with your airline prior to packing. Your baggage allowance will usually be shown on your e-ticket or on the itinerary sent with your paper ticket (if applicable). If you are unsure about your baggage allowance please click on our airline information page.

• What happens if there are renovations at my hotel?

  If a hotel supplier notifies us of a renovation that may affect your stay, we will notify you as soon as possible by either phone or post. To advise your acceptance of the renovation please e-mail [email protected]. If you need to discuss the renovation in more detail, please contact the amendments department on 0800 054 6843

• Who do I contact for general enquiries?

  For general enquiries, including seating and meal requests, baggage & terminal information and cancellation & amendment queries, please email [email protected] and we will respond within 24 hours.

• Who do I contact with post-travel feedback?

  Complaints from customers should be posted, emailed or faxed, along with any relevant receipts, credit card statements etc, to:
  
  Customer Relations Department
  Netflights.com
  Lancaster House
  Centurion Way
  Leyland
  PR26 6TX
  
  Email: [email protected]
  
  Fax: 01772 835 267

• How do I give feedback on your website?

  If you have any website feedback for us, please click here to fill in a short form. Thank you