Frequently Asked Questions

  1. How do I locate my booking reference? 
    The booking reference is a five or six alpha-numeric code (5GIW3R , J27SK ) and can be found on the top left/ top right side of a ticket page.
  2. How do I know my departure/arrival terminal?
    The terminal for your trip should be indicated on your ticket, if you are unable to determine it, please call up your travel agent or carrier.
  3. What do I do if my ticket is lost/missing/damaged?
    Tickets issued are electronic in nature and can be lost, stolen or damaged prior to travel. Kindly contact your agent to send your reference or ticket number to present at airport of check in.
  4. What do I do if I miss my scheduled flight?
    As most tickets are restricted and permit no changes, please ensure to be prompt for check-in. If ticket is flexible, call up agent to rebook for next available flight (may be subject to penalty) or make necessary changes if you are present at the airport of departure.
  5. What do I do when bags are delayed, flight disruptions, and cancellations?
    When your scheduled flight has been delayed or cancelled, kindly approach customer service to make a complaint, ensure complaint is documented, and do same for baggage issues.
  6. How do I know baggage allowance I am entitled to?
    Always refer to the airline website which is always up to date on baggage policy or contact issuing agent. Please note that when different carriers are involved in a journey, the baggage policy on each carrier will apply.
  7. My special requests are never granted on board?
    Request for special needs, e.g, meals, wheel chair, bassinet, seats must be sent to the carrier 72hours before departure for it to be confirmed. Always ensure your travel agent makes such request at the time of booking flights.
  8. I have a ticket on Virgin Atlantic to Canada but flew Air Canada from London to Toronto?
    Airlines can be validating/issuing carriers and operating carriers or operating carriers alone. Always observe tickets issued to determine the operating carriers for your journeys and their check-in terminal, or call your travel agent for further clarifications.
  9. Why do I have to pay a huge sum to make changes on my ticket? 
    Please note that change fee only applies to changes made in same booking code purchased. If a passenger makes a change to a date where code purchased isn’t available, the difference in fare to the new class code will be collected plus change fee and ticket will be reissued. 
    Some airlines also charge for changing flight schedules on the same day of travel, ie , if you are booked to depart London to Newyork on British Airways at 9am and decide to travel on the 4pm flight, a change fee may be applicable
    Stop-over charge: There is also a charge for making a stop in your transit city on most airlines. If one is booked Lagos/Miami on Virgin Atlantic with no stop in London, London tax will be applicable if one decides to enter London for more than 24hours.
    Weekend/Midweek variations: Fares also differ based on travel dates. Mid week is classified as Mondays to Thursdays and Weekend as Fridays to Sundays. If one is booked on a Thursday and changes to Sunday, a fare difference will be applicable.
    Seasonality: There are low seasons ( February to June, September to November ) and High season ( June to September ), If ticket purchased was in low season and travel date is changed to a date in high season, a huge fare difference will be paid.
  10. I purchased a ticket online and now need to make a change or cancel?
    Changes to tickets booked online will be referred back to the airline involved or read refund policy on their website. Please always read the penalty and cancellation policy before making payments on online bookings as most bookings made online are restricted or non – refundable.
  11. How do I know when I need a transit visa?
    Some destinations do not require transit visa, but please call up the airline/ authorised agent to know visa waiver destinations.
  12. I am travelling on medical reasons, what do I need to do?
    Please note that medical issues are very delicate in the travel industry, so therefore, passengers must get a valid doctor’s report, present this report with a duly filled form at airline’s office. An approval is always granted from airline involved prior to travel to ensure passenger if fit for travel
  13. I have been a loyal customer to a particular airline without any rewards or offers?
    Most airlines operate what is called a membership program which is used to accrue miles on journeys flown. Sign up on their website or get your agent to complete one on your behalf. Your membership number must always be added to your bookings and should reflect on your boarding pass when check in is completed for your miles to be counted. Rewards are mostly given when certain number of miles have been accrued
  14. How do I claim missing miles?
    Always keep your boarding passes to make claims on miles not credited to your account. Some airlines require you claim missing miles online, while others, you need to make a call or send boarding passes with booking reference to their offices. Your agent can also do this on your behalf with an authorisation from you.
  15. I have lots of miles I have been unable to use. What do I do as they will soon expire?
    Tickets purchased with miles are called reward tickets, and like revenue tickets (tickets paid for in full), they can be booked online (you should have a username and password to access your account) or booked directly with airline. The difference with rewards tickets is the seats are not readily available and booking should be completed well in advance or travel should be taken at low seasons when passenger traffic is low.
  16. Am I entitled to a hotel with long lay-over on my flight?
    Booking stop over hotel is at the discretion of airlines and also subject to class of travel or a lay-over beyond 8-hours in most cases.
  17. Do I always require vaccinations for my trip?
    No, but some countries with known epidemic would recommend you take a vaccination to prevent infection, some insist you have a vaccination card when arriving from infected countries, e.g. a yellow fever card is mandatory for a passenger travelling to South Africa from Nigeria, failure to present vaccination card at immigration attracts a fine and passenger maybe subjected to quarantine. 
  18. Can I cancel my flight after check in?
    Yes you can but need to be present at the airport to get offloaded. If you’ve checked in online and not able to get to the airport, note that you have made a ‘no-show’ which is subject to a fee for flexible tickets only. For non-refundable tickets, a change after no-show is not permitted and therefore ticket will have no refund value.
  19. I bought a return ticket and only used the outbound, can I get a refund on the inbound?
    Most tickets (economy/promotional tickets) issued today do not have refund value after outbound journey has been completed. For flexible tickets, airlines charge the applicable routing flown, which will be a one-way fare and refund residual amount. Please note that when a one-way fare for the segment flown is higher than the return ticket purchased, there will be no refund value.
  20. I am planning my wedding soon and need advice on where to go?
    For destination weddings or honeymoon packages, always look for an authorised travel agent with good destination knowledge as this comes extremely helpful in planning vacations.
  21. Do I need to still check in at the airport when I have checked in online?
    Yes, you still need to check in at the airport if you have luggage to check in or proceed to bag drop for airports with such facility. Should you have only hand luggage, please ensure you have your boarding pass PRINTED after completing online check in and proceed to immigration. 
  22. What is revalidation and reissue? 
    Revalidation basically means making your ticket valid for travel. If a ticket is issued and changes are made thereafter, such tickets (based on rules guiding it) can be revalidated free of charge or with minimal change fee to same booking code. Reissue on the other hand, means changes done to tickets resulted in fare difference and this happens when you change from low season to high season, change destinations, or change class codes or class of travel, in this case, the fare difference and change fee penalty will be collected and ticket reissued.