FAQ

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 you return date.
6. Enter how many passengers are traveling (it is defaulted to 1 adult).
7. You can choose to specify a particular airline if you like (this is optional).
8. Click the giant orange Search! button and you're off!
9. After a short wait you will be presented with a page of results (the cheapest fares from each of the airlines that fly to your destination).
10. When you have decided which flight suits you best simply click the 'add to basket'.
11. After another short wait you will be taken to a screen where you will see your shopping basket (with your flight in it), a choice of travel extras (such as SMS Alert and Cancellation policy) and a choice of hotels that match the dates of your flight. If you would like more information about any of the products, click on that product's icon. If you would like more information about a hotel, click on the hotel's photo (or the 'read more' button). At any time you can add a product or hotel to your basket by clicking the 'add to basket' button. When you are ready to pay simply click the 'check out now' button.
12. After a short wait you will be taken to a booking page where you can verify your choices and enter your credit card details. Click the 'book now' button when you’re ready to pay. This may sound like a lot, but it's much simpler when you actually try it out!

Your booking can only be confirmed once your credit card transaction has been processed. First we send you a 'booking confirmation' e-mail. This contains:

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

When your credit card transaction has been processed we send you a 'Payment received' e-mail. This contains:

1. Confirmation of payment received
2. A link to your booking confirmation page on our website
3. A link where you can log in and view up-to-the-minute information about your flight

We reserve the right to cancel the reservation and refund the amount paid, and we reserve the right to adjust prices and taxes before the ticket has been issued if this is considered necessary. When your ticket has been issued we send you a "Ticket Confirmation" email. This contains

1. The information if a paper ticket or E-ticket has been issued
2. The ticket number in case it is an E-ticket
3. A link where you can access your booking online at any time

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

A non-stop 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.

The minimum connecting time is the standard amount of time needed to make a connecting flight at a particular airport. This standard is determined by the air traffic conferences and varies according to the airport and the airline. The connection times we offer on our website are in accordance with these standards, so you don't have to worry about them.

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. Should there not be other flights that day the airline should offer you accommodation.

Meals and transport should also be offered by the airline if the waiting period is long.

Yes you can, but please note that we do not send paper tickets outside of South Africa

Yes, you can! While it is not possible to book a ticket with a stopover on our website, you can contact our Direct Sales Team, Travelbar, to assist you with the booking. Please send them an email to travelbar@travelstart.com or contact the team on 0861 878 278 option 5 - they will be happy to hear from you.

Absolutely. While this is not possible on our website as it only offers a point to point service, simply contact our Direct Sales Team, Travelbar, to assist you with the booking. Please either send them an email to travelbar@travelstart.com or contact the team on 0861 878 278 option 5 - they will be happy to hear from you.

Unfortunately you cannot book an "around the world" ticket on our website, please contact our Direct Sales Team, Travelbar, to assist you with the booking. Please either send an email to travelbar@travelstart.com or contact them on 0861 878 278 option 5 - our Travelbar colleagues will be happy to hear from you.

It is not possible to book more than 9 people at the same time. BUT you can make two separate reservations on the website. Please bear in mind that we cannot guarantee that there still will be seats available when you make the second reservation as you might have grabbed the last seats with your first booking. If you are nervous about this just call our travel experts, Travelbar, on 0861 878 278 option 5 or send them an email to travelbar@travelstart.com.

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

Children under the age of 2 will not get their own seat. They will have to sit on an adult’s lap. Most airlines offer baby baskets to be requested on long haul flights. To make this request, please do the following:

• If you have purchased our TravelAssist Product, please send us a mail with your special request to the e-mail address provided on your 'wish list' e-mail.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. A service fee will apply to process this request.

Unfortunately we can't 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. For example: how many miles you have accumulated.

What we can do is make sure that your frequent flyer air miles are credited to your account when you book with us.

• If you have purchased our TravelAssist Product – please send us a mail with your frequent flyer membership number to the e-mail address provided on your "wish list" email.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. A service fee will apply to process this request.

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 either of the following websites to check if your flight itinerary has been changed:

www.checkmytrip.com
www.viewtrip.com
www.mytripandmore.com

We will inform you, which website applies to you, in the ticket confirmation and the travel soon email you will receive before you leave.

You have the option to choose services like TravelAssist, Cancellation Policy, SMS Service, Aviation Accident Benefit and in most cases an Airline Liquidation Policy when you make your booking online and pay for it straight away.

After your ticket has been issued you can also purchase the above additional services via email on info@travelstart.com or by telephone on 0861 878 278.

If you have purchased our TravelAssist Product – please send us a mail with your wheelchair request to the email address provided on your 'wish list' email.If you have not purchased our TravelAssist product, please contact us via email on info@travelstart.com or by telephone on 0861 878 278. Kindly provide us with the information, which passengers will be in need of wheelchair assistance, their age, if they can walk short distances, climb step and help themselves on board or if they are wheelchair-bound on a permanent bases. Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline.

Mango is the only airline requesting to see the credit card at check-in in order to avoid possible fraud. If a third person has paid for your flight it will be sufficient to bring a copy of the credit card as well as a copy of the credit card holder's ID.

With pleasure! Our Direct Sales Team, Travelbar, will be happy to assist you with your booking. Simply send them an email on travelbar@travelstart.com or call our team on 0861 878 278 option 5. They will be happy to assist you.

Often these problems are caused by certain settings on your computer. Please delete your cookies and temporary offline files / cache of your internet browser and see if that makes a difference. If this doesn't help - have you checked your security settings on your computer? Perhaps these settings are too high (sensitive) and therefore block access to certain web pages.

Please also check your firewall settings as these could cause problems while you are connecting to secure web pages like our payment form. Another reason could be that your anti-virus software can interfere with your connection to certain secure websites.

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 (South African 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

You may pay either by Internet Transfer or by Credit Card (against a processing fee). At present, we accept Visa, Mastercard, American Express and Diners Club. You need to enter your credit card details on our website when making your booking in order to process your payment and confirm your booking.

If you prefer to pay via Internet Transfer, please use the following bank accounts:

Bank: NEDBANK
Branch: 1232090
Account: 1232117978

STANDARD BANK
Branch: 020909
Account:070638241

ABSA
Branch:632005
Account: 4069885562

FIRST NATIONAL BANK
Branch:202509
Account: 62182487895

Reference: Your Travelstart booking reference number (7 digit number starting with a 5) and any PASSENGER SURNAME on this booking.

Then send us a transfer confirmation (Please note that this cannot be accepted as proof of payment). Fax it: 086 679 5337 or Email it to: payments@travelstart.com

Your payment should be made immediately in order to have the quoted price guaranteed or by midnight (South Africa time) on the same day the booking was made.

Your payment should be made immediately or before midnight (South African time) the same day in order to have the quoted price guaranteed.

If you have trouble making the payment, please double check that you have typed in all digits (usually 16 digits), expiry date and 3 digits on 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.

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 and displays the Thawte Secured Seal on secure pages.

For more information, please check out Thawte's website

Yes, if 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 credit cards or with credit card and bank transfer.

We will email you a receipt of payment as soon as we have received it. You can also access your personal booking page online via the link in your booking confirmation email to check status of your payment.

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.

VAT is only charged for Domestic air travel and not for International air travel and is included in all our airfare quotations and confirmations.

Often these problems are caused by certain settings on your computer. Please delete your cookies and temporary offline files / cache of your internet browser and see if that makes a difference. If this doesn't help - have you checked your security settings on your computer? Perhaps these settings are too high (sensitive) and therefore block access to certain web pages.

Please also check your firewall settings as these could cause problems while you are connecting to secure web pages like our payment form. Another reason could be that your anti-virus software can interfere with your connection to certain secure websites.

If you have booked an e-ticket, it will be emailed to you shortly after we receive your payment.

In the unlikely event that your ticket is a paper ticket, it will be sent from us with registered mail to the address in the booking within a couple of days after we receive your payment. Please note that we do not send paper tickets to addresses outside and South Africa (www.travelstart.co.za).

Electronic ticket or 'e-ticket' is a paperless ticketing system whereby the ticket is held in the airline's database. So we are not sending you the actual ticket via email but only the information you need at the check-in. Etickets cannot be lost or be used by anyone else, so they are safer than standard paper tickets.

No, this is not possible. Most of our tickets are issued as an e-ticket. It is very unlikely that you will receive a paper ticket. It will depend on the airline and/or destination if a paper or Eticket is issued. Kindly note that we might have to change the ticket to a paper ticket or Eticket after the type was confirmed online. As we do charge a fee to send paper tickets via registered mail, we will contact you to confirm with you before we issue the ticket. In case you have paid for a paper ticket to be sent already we will, of course, refund you the fee we have charged in case an electronic ticket is possible.

Kulula, Mango and 1Time do not send out tickets but will email you a booking confirmation which you will use to check-in with instead.

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 handling fees will apply when we check the fare conditions of your ticket for you even if the outcome is that the airline does not allow changes.

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 useless. Please note that you will not get any money refunded for any parts of the ticket not used.

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

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 misspelled.

If the name on your ticket is not correctly spelled, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. Please note that handling fees will apply when we check if the correction is possible even if the outcome is that the airline does not allow changes.

In most cases, the airline will permit us to reissue the ticket at a fee should the spelling mistake be no more than 3 letters in the name. Please contact us via email on info@travelstart.com or by phone on 0861 878 278. Please note that handling fees will apply when we check if the correction is possible even if the outcome is that the airline does not allow changes.

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 either of the following websites to check if your flight itinerary has been changed:

www.checkmytrip.com
www.viewmytrip.com
www.mytripandmore.com

We will inform you, which website applies to you, in the ticket confirmation and the travel soon email you will receive before you leave.

Please contact us via email or phone, our details can be found through our Contact Us section on our website. Please note that if you did not purchase our Cancellation and Refund Policy, your ticket is non-refundable.

The policy:

No flight reservations purchased on our website are refundable without our Cancellation & Refund policy. With this policy you are always guaranteed a full or partial refund for any reason.

Full Refund:

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

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

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

3. Death of yourself or close relative*

To qualify for the full refund you will need to have purchased the Cancellation & Refund Policy prior to departure. 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.

A doctor's certificate and hospital bill needs to be sent to Travelstart within a week of cancellation. If you have a paper ticket, this should be returned to us along with above mentioned documents.

The doctor's certificate must state the diagnosis.

* 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. 'Sudden illness' does not cover illnesses that were known about before booking, or illnesses that could have been anticipated at the time of booking.

Partial Refund:

We will guarantee a partial refund on all reservations where the reason for cancellation is not due to illness or death. This partial refund is comprised of taxes and any applicable portion of the airfare after the airlines penalties have been levied.

Excess:

* R600 per person for Full Refund on International Tickets

* R250 per person for Partial Refund on International Tickets

* R250 per person for Full Refund or Partial Refund on Domestic Tickets.

This excess needs to be paid upfront. The refund amount due will be transferred to the bank account or to the credit card that was used to make the reservation.

Please note: Travelstart will process your refund application through the applicable airline. This process can take up to 4 to 6 weeks.

Disclaimer:

The Cancellation & Refund policy must be purchased when you book your ticket. It is not possible to add the cancellation & refund policy afterwards.

The Cancellation & refund policy is only valid for flights cancelled before outbound travel has commenced.

If you have purchased a Cancellation & refund policy through a third party (not Travelstart), we will not refund any money if you choose to cancel a booking.

This policy does not cover car or hotel reservations.

Our TravelAssist Policy provides you with a full travel service. You will receive our contact telephone numbers, a special e-mail address for prioritized assistance, a "wish list" on e-mail so that you can tell us what your special requests are and we will assist you with any/all information pertaining to your booking and airfare. We will provide the following services FREE of charge: seating / meals / frequent flyer number / baby baskets / wheelchair requests and special baggage.

Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself. In some cases the airline might also charge a fee, which we will have to charge you additionally or it might be possible to pay the airline directly before check/-in.

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 that require hospitalization or in the unfortunate incident of a death in the family. For full information, see the policy wording below:

The policy:

No flight reservations purchased on our website are refundable without our Cancellation & Refund policy. With this policy you are always guaranteed a full or partial refund for any reason.

Full Refund:

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

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

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

3. Death of yourself or close relative*

To qualify for the full refund you will need to have purchased the Cancellation & Refund Policy prior to departure. 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.

A doctor's certificate and hospital bill needs to be sent to Travelstart within a week of cancellation. If you have a paper ticket, this should be returned to us along with above mentioned documents.

The doctor's certificate must state the diagnosis.

* 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. 'Sudden illness' does not cover illnesses that were known about before booking, or illnesses that could have been anticipated at the time of booking.

Partial Refund:

We will guarantee a partial refund on all reservations where the reason for cancellation is not due to illness or death. This partial refund is comprised of taxes and any applicable portion of the airfare after the airlines penalties have been levied.

Excess:

* R600 per person for Full Refund on International Tickets

* R250 per person for Partial Refund on International Tickets

* R250 per person for Full Refund or Partial Refund on Domestic Tickets.

This excess needs to be paid upfront. The refund amount due will be transferred to the bank account or to the credit card that was used to make the reservation.

Please note: Travelstart will process your refund application through the applicable airline. This process can take up to 4 to 6 weeks.

Disclaimer:

The Cancellation & Refund policy must be purchased when you book your ticket. It is not possible to add the cancellation & refund policy afterwards.

The Cancellation & refund policy is only valid for flights cancelled before outbound travel has commenced.

If you have purchased a Cancellation & refund policy through a third party (not Travelstart), we will not refund any money if you choose to cancel a booking.

This policy does not cover car or hotel reservations.

The policy

No flight reservations purchased on our website are refundable without our Cancellation & Refund policy.

1. Full Refund

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

1. Sudden illness^ of yourself or close relative* leading to hospitalization.
2. Accident or injury to yourself or close relative* leading to hospitalization.
3. Death of yourself or close relative*

To qualify for the full refund you will need to have purchased the Cancellation & Refund Policy prior to departure. 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.

A doctor's certificate and hospital bill needs to be sent to Travelstart within a week of cancellation. If you have a paper ticket, this should be returned to us along with above mentioned documents.

The doctor's certificate must state the diagnosis.

*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. 'Sudden illness' does not cover illnesses that were known about before booking, or illnesses that could have been anticipated at the time of booking.

1. Excess

Please note: Travelstart will process your refund application through the applicable airline. This process can take up to 4 to 6 weeks.

An excess amount will be charged per person for all cancellations, which needs to be paid upfront. The money will be refunded to the bank account or to the credit card that was used to make the reservation.

Disclaimer

The Cancellation & Refund policy must be purchased when you book your ticket. It is not possible to add the cancellation & refund policy afterwards.

The Cancellation & refund policy is only valid for flights cancelled before outbound travel has commenced.

If you have purchased a Cancellation & refund policy through a third party (not Travelstart), we will not refund any money if you choose to cancel a booking.

This policy does not cover car or hotel reservations.

You can simply add the SMS Alert to your shopping basket and once your booking is confirmed we'll send you an SMS with your booking details. This means: No more last minute panicking or rummaging around in your bag at check-in for scraps of paper with reference numbers. Please note that the service includes only the one sms as all other communication will be sent via email.

Our travel insurance only applies for international travel out of South Africa for passengers from 3 months to 69 years of age. Once you purchased the insurance we will send you an email asking for the date of birth, ID/ passport number, address and telephone number and email address. We then issue the travel insurance for you, which includes amongst others:

• Increased medical benefits up to ZAR25 million
• Increased benefits on baggage, cancellation and curtailment
• Personal Accident
• Legal assistance abroad
• Return of mortal remains / burial expenses

• If you have purchased our TravelAssist Product - please send us a mail with your special request to the email address provided on your "wish list" email.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278.

Once we have received the request, we will then check with the airline to see if your baggage can be accepted on your flights.Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself.

The airline may charge a fee for your special baggage which is to be paid directly to the airline at check in.

Most airlines offer meals on board long haul flights (flights with duration of more than 6 hours) as part of the flight. Only a few airlines offer menus and charge for their meals on board especially on short haul flights or domestic / regional flights. Sometimes a light snack is served and if not, you will be able to purchase food on board. If you are traveling on a long-haul flight and would like to request a special meal:

• If you have purchased our TravelAssist Product - please send us a mail with your special request to the email address provided on your "wish list" email.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. A service fee will apply to process this request.

Please note that a special meal needs to be requested at least 72 hours prior to departure and that we cannot guarantee this service as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself.

On short haul flights (domestic / regional) it is not possible to reserve seats in advance, all seating will be done at check in. If you are flying on a long haul flight (flights with duration of more than 6 hours) and would like to add a seat request, you need to do the following:

• If you have purchased our TravelAssist Product - please send us a mail with your special request to the email address advised on your "wish list" email.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. A service fee will apply to process this request.

We will make a request on your behalf to the airline you're flying with and advise you of the procedures and charges by e-mail. Please note that seat requests have to be confirmed by the airline and cannot be guaranteed and that some airlines do not allow pre-seating at all. Most airlines reserve their exit row seats for their Gold members or make them only available at check/in. Bulk seats behind a divider are usually reserved for parents traveling with infants as baby baskets can be attached to the wall but remaining seats can be requested directly at check-in.

Please note that we cannot guarantee these services as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself. In some cases the airline might also charge fee, which we will have to charge you additionally or it might be possible to pay the airline directly before check-in.

Children under the age of 2 will not get their own seat. They will have to sit on an adult's lap. Most airlines offer baby baskets to be requested on long haul flights. To make this request , please do the following:

• If you have purchased our TravelAssist Product - please send us a mail with your special request to the e-mail address provided on your "wish list" e-mail.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by telephone on 0861 878 278. A service fee will apply to process this request.

Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself.

Please book your pet directly with the airline. We are unfortunately not permitted to handle any pet bookings.

• If you have purchased our TravelAssist Product - please send us a mail with your frequent flyer number to the e-mail address provided on your "wish list" e-mail.
• If you have NOT purchased our TravelAssist product, please contact us, via email on info@travelstart.com or by phone on 0861 878 278. A service fee will apply to process this request.

Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline. We charge a fee for requesting the service and not for the service itself.

If you have purchased our TravelAssist Product - please send us a mail with your wheelchair request to the e-mail address provided on your "wish list" e-mail. If you have not purchased our TravelAssist product, please contact us via our contact us form. Kindly provide us with the information, which passengers will be in need of wheelchair assistance, their age, if they can walk short distances, climb step and help themselves on board or if they are wheelchair-bound on a permanent bases. Please note that we cannot guarantee this service as the confirmation of your requests depends on the airline.

No. It will necessary for you to contact the embassies of the countries in your itinerary to find out which travel documents are needed. We recommend to do so before you make your booking as some countries require you to apply for a visa at the embassy in person.

The Airlines recommend the following standard check-in times:

• Domestic flights: 1 hour prior to departure
• International flights: 2 hours prior to departure
• Flights to and from USA: 3 hours prior to departure is recommended

To find out which Terminal you depart from and arrive in, please refer to the website address on your E-ticket confirmation, insert your flight reference number and surname, and this will give you full access to all info regarding your flight reservation.It will be one of the following website addresses:

www.checkmytrip.com
www.viewtrip.com
www.mytripandmore.com

The minimum connecting time is the standard amount of time needed to make a connecting flight at a particular airport. This standard is determined by the air traffic conferences and varies according to the airport and the airline. The connection times we offer on our website are in accordance with these standards, so you don't have to worry about them.

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. Should there not be other flights that day the airline should offer you accommodation. Meals and transport should also be offered by the airline if the waiting period is long.

The rules vary between airlines and it also depends on the destination you are traveling to. General rules allow you to check in 20 kg per passenger unless you are traveling to the United States, where the airlines permit 2 bags per person with a maximum weight of 23 kg per bag.Additionally you can take hand luggage / carry on baggage into the cabin. The rules also vary between 6 to 8 kg and depend on the airline.

Please note that some airlines don't have a baggage allowance as part of the airfare and charge all luggage additionally per kilogram.The best way to check what applies for your travel is to visit the website of the airline you are traveling with.

New security measures have been released concerning articles prohibited in the cabin and the transportation of liquids. These new regulations apply, regardless of destination, to all flights departing from or with transfer via any of the 27 countries in the European Union.

No cutting tool, metallic or non-metallic, or anything that can be used as a weapon, can be brought into the cabin. These objects will be removed when your luggage is inspected. Any object that has been removed is subject to destruction. When in doubt, please place these objects in your checked luggage.

We strongly advise you to place all liquids in your checked baggage prior to departure. The following are considered as liquids: gels, semi-solid materials, lotions and the contents of pressurized containers such as: toothpaste, hair gel, drinks, soups, syrups, perfumes, shaving foam, aerosols and all other articles of similar consistency. Please note that you are only permitted to take a maximum of 100ml per item with you in your hand luggage not exceeding one litre in total. The containers need to be packed in a re-sealable plastic bag (for example a sandwich bag). If you left it to last minute, most shops at the airport sell them as well.

If you are traveling with the same airline the entire journey, your luggage is most likely to be checked through to your final destination. However, in some countries you need to re-check your luggage at the first stop in that country, for example in the United States, Thailand and South Africa. If your journey includes different airlines, please ask at check-in if it is possible to through-check your luggage to the final destination. If you travel on two tickets in order to get to your final destination, please advise the check-in staff accordingly to find out if your luggage will be checked through.

Yes, you need a Passport. Your passport must be valid for at least 6 months after your return and some countries (like South Africa) require that you have at least one blank page in your passport.

As Visa regulations differ from country to country, please call the respective Embassy directly. Please note that you might need a transit visa for certain countries or if you transit for longer than 8 hours.

You could also access the following website for more information: www.iatatravelcentre.com

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 (South African 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

As we cannot assist with visas and other travel documentation we advise you to use the following useful website with regards to the UK regulation: http://www.vfs-uk-za.com.

As Health Requirements differ from country to country, please call the respective Embassy or contact your doctor.

You could also access the following website for more information: www.iatatravelcentre.com.

Only a few airlines still require this to be done but as a safety measure, we strongly recommend that you call the Airline directly at least 72 hours prior to departure to reconfirm your flight and ensure that no changes were made to your itinerary - especially for your return flight as the airlines struggle to reach their passengers when they are at their destination.

Yes you can! First, make sure you are signed in. Then click the 'newsletter subscription' link in the footer of any page. You will be taken to a page with a big orange 'unsubscribe me' button. Click it and you're done.

Mango requires to see the Credit Card at check-in as a protection of possible fraud. In case you don't have the Credit Card the booking was paid with it will be sufficient to bring a copy of the credit card and a copy of the credit card holder's ID.

Often these problems are caused by certain settings on your computer. Please delete your cookies and temporary offline files / cache of your internet browser and see if that makes a difference. If this doesn't help - have you checked your security settings on your computer? Perhaps these settings are too high (sensitive) and therefore block access to certain web pages.

Please also check your firewall settings as these could cause problems while you are connecting to secure web pages like our payment form. Another reason could be that your anti-virus software can interfere with your connection to certain secure websites.

Please send us an email to urgent@travelstart.com and we will respond to you as soon as possible.