Important Information

We’ve compiled all of the important information we want you to know about traveling on your AirTreks tickets. Some of these things may not apply to your particular trip, and some only apply if something goes wrong. We just want the information to be easy for you to get to if and when you need it.

Have a question about something that isn’t on this list? Email us at customercare@airtreks.com, or call us on 415-977-7171 and we can help.

As soon as you pay: Proofread your tickets immediately

Make sure to check these important things for each flight:

  • Passenger name. Does it match the information on your passport exactly, including your first, middle, and last names?
  • Departure and Arrival cities. Are they what you expected?
  • Travel dates. Are they correct?
  • Times. Note that your itinerary is displayed using the 24-hour clock. 1300 is 1PM, 0100 is 1AM. Make sure you understand when your flights arrive and depart. All times shown are local time at the point of departure and arrival.

If there are any discrepancies between your ticket receipts and reservations, or you need any changes, please contact us immediately at customercare@airtreks.com or (1)415-977-7171.

 

Before you leave: Print your ticket details

We recommend printing out your itinerary and e-tickets and bringing them with you to the airport. That way, you have all of the necessary information literally in-hand (or at least in your carry-on) should you encounter any problems.  Make sure you have your confirmation email from AirTreks with your e-tickets handy, too.

As your departure approaches: Verify flight details

We recommend reconfirming each flight AT LEAST 72 hours before departure, just in case. For the most part, airlines notify us of all changes, even small ones, such as a schedule change of a few minutes and we communicate them to you. But occasionally they don’t notify us of major changes, such as a flight cancellation or a change of date until the last minute and we may not be able to reach you in time.  Here are 2 ways you can reconfirm:

  1. Via the airlines. Check their website or call. Verify that your reservation is confirmed and that flight times have not changed.
  2. Via AirTreks. Just email or call our support team (customercare@airtreks.com / 415-977-7171), and we can reconfirm your flights for you.

Special Meals, Special Seats, and Special Services

If you have special service requests (special meals, pre-reserved seats, wheelchair requests, etc.), please verify them both on your itinerary and when you reconfirm each flight. Some airlines assign seats only at check-in on the day of the flight.

Seat assignments and special meals are never guaranteed, even when specific meal types or seats have been reserved. Airlines can and do change the model or type of aircraft used on a flight, and available special meals, and can reassign seats, at any time and for any reason. 

Frequent Flyer Programs

Include your frequent flyer details on your trip one of 2 ways:

  1. Advise AirTreks of your frequent flyer numbers at least 72 hrs before departure. We will add them in on your booking for you.
  2. Put in your frequent flyer number when you check in,  online or at the airport.

More information about mileage accrual:

  1. Not all airlines allow for 100% mileage accrual on every fare. The rules change frequently and vary from airline to airline. Some airlines are switching to a model where you receive miles based on the fare class and price.
  2. Check to ensure that your mileage account number appears on your boarding pass. If it doesn’t, keep your boarding pass so that you can petition for the miles to be credited to you after the flight (you may have to fax or email a scanned copy).
  3. AirTreks cannot guarantee that you’ll be able to accrue 100% of the miles flown on your trip into any particular frequent flyer account. If you have specific questions about accruing frequent flyer miles, please let us know.

Know before you go: Argentina, Turkey, and South Africa

ARGENTINA:

If your trip includes a stop in Argentina, depending on where your passport is issued from you may need to pay a “reciprocity” entry fee online in advance. Contact the embassy or consulate nearest you for the most up-to-date information on travelers from your country.

This fee is a government fee and has nothing to do with the airlines or AirTreks. Passengers will need to check with the embassy  if they have any questions and/or need to request a refund. It is your responsibility to obtain all other necessary visas and travel documents.  

TURKEY:

Effective as of April 11, 2014, the practice of obtaining paper visas upon arrival at points of entry in Turkey will no longer be available.

Visas for tourist or business purposes can be obtained via the new ElectronicVisa Application System: www.evisa.gov.tr

Visitors to Turkey who arrive without a visa can obtain an e-Visa via interactive kiosks in the airport. Fees for e-Visas obtained through the kiosks will be higher than fees for e-Visas arranged online in advance.

More information can be found online at www.mfa.gov.tr

This fee is a government fee and has nothing to do with the airlines or AirTreks. Passengers will need to check these web sites if they have any questions and/or need to request a refund.

SOUTH AFRICA:

Travelers age 17 and younger will need to show a birth certificate to enter the country. If the minor is not traveling with both parents listed, additional documentation may be required. Please  refer to South Africa’s consulate for more information:

 

Know before you go: Visas

You are responsible for obtaining any necessary visas and travel permits for all countries that you will be traveling to or transiting through, and for getting informed about to which countries/areas require visas and/or special permits. Visa and entry requirements may vary widely depending on your nationality, the length of your stay, and the purpose of your visit, among other factors.

Please take the time to double check all points of entry and transit for your trip and make sure that you are aware of visa and entry requirements.

Visa information and visas can be obtained by contacting the Consulate or Embassy of the countries you plan to visit or from a visa service in your area. If you need assistance organizing your visas, AirTreks recommends  Visa HQ 

Emergencies

If you miss a flight, or you need to make a last-minute change to your tickets, the best resource to get your trip back on track is the airline staff at the airport. They can check to see what’s available and re-book you if required.

This may involve some waiting around, so use that time to let us know what’s going on and we’ll do what we can to assist. Contact us at customercare@airtreks.com or (1)415-977-7171

You can also check out our emergency page for more advice on how to handle emergencies.

If you’ve got travel insurance, it’s also a good idea to contact their customer service department to see if they can help.

Changing flight dates and times

If you want to make changes to dates or times of flights, you can generally do so directly with the airline on which you are scheduled to fly, by phone or in person. Some dates and flights cannot be changed. Others can only be changed only for a fee, or directly through AirTreks, not through the airline. Check with us before trying to make changes if you have any questions about the rules for changing specific flights.

If you’re on the road and want to make changes on your own, we strongly recommend that you visit the airport or an airline office to make changes rather than going through the airline call center. We’ve found that airport offices are  more able (or more willing) to assist our clients with changes in person.

Missing Flights

All flights have to be used in the order they were issued. Flights cannot be skipped, missed or canceled 99% of the time. In rare cases when they can be skipped, tickets will have to be reissued or refunded.

Airlines are quite strict about passengers using their ticketed flights in the order they were issued in order to protect their pricing structure. If a flight is missed or canceled in a series of ticketed flights, the remainder of the flights in that sequence will also be canceled.

If you intend to miss or cancel a particular flight, please email us at customercare@airtreks.com before doing so and we will advise you on whether or not such action will affect the remainder of your itinerary and whether or not flights will have to be reissued or refunded.

What do I do if I need help when AirTreks is closed?

Your best and fastest source for immediate customer service assistance outside of AirTreks customer service hours is to contact the airline directly. If needed, you can also contact AirTreks Customer Service to leave an after-hours voicemail message. We don’t have 24/7 staffing but we check our voicemail at least once every 8 hours even when our office is closed.  Emailing is also a good way to reach us outside of office hours. We check customercare@airtreks.com on weekends and holidays.

You can find a comprehensive list of international and domestic airline phone numbers and by going to the following site: AirlineContact.info

If you have an emergency situation when our office is closed, we’ve compiled a list of common situations and what to do in each case on our emergency page.  If you have an emergency and you’ve purchased travel insurance, review your policy and contact the insurance company directly. They may be able to assist.

Airline Refunds

If you are promised a refund, get it in writing on airline letterhead, with a legible signature from an airline “station manager”.  Airline staff members often are unfamiliar with the rules of discounted tickets, and often mistakenly advise travelers that tickets will be refundable, when they are not. Never assume that tickets are refundable. Most tickets we sell are NOT refundable.

If your tickets are refundable, you must cancel your reservations before your scheduled flight to qualify for any refund. If you fail to cancel your reservations and “no-show” for a flight, you usually forfeit any possibility of even a partial refund. AirTreks will refund to you any amount we receive back from the airlines or our suppliers, less our refund processing fee of 30% of the amount received or US$50 per ticket, whichever is greater.

Need more help? Chat with us here!