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FAQ's
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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 dewsburytravel.com and how do
I know if my ticket has been issued?
2. Separate charges made by www. dewsburytravel.com or the airline.
3. I haven't received the confirmation of my booking. What shall I do?
4. Bookings made for third parties (i.e. the person purchasing the ticket is not
one of the passengers travelling)
5. What is an electronic ticket? What advantages does it have?
6. Acceptable forms of payment.
7. Payment by bank transfer..
8. Does dewsburytravel.com require a signed authorisation in order to charge the
tickets paid with credit card?
9. I have bought a ticket and there is a double charge on my credit card. Why is
that?
10. Is it possible to cancel a booking after having bought the ticket?
11. Can I ask for a refund?
12. Can I modify my booking?
13. How can I modify a surname in a booking?
14. What documents does dewsburytravel.com require to process my booking?
15. What documentation do I need to travel?
16. Who is responsible for having all the documentation necessary to travel?
17. What shall I do if I have failed to complete the booking?
18. What shall I do if I have made a mistake with the date or the time?
19. What shall I do if I haven't seen the last confirmation page?
20. How are childrens' bookings made?
21. Will I receive a receipt?
22. Will I receive a cancellation invoice?
23. What do I have to do when I arrive at the airport
24. How do I make a complaint or suggestion?
25. What kind of ATOL protection is provided by Travel
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Answers
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1.What happens after you make your booking with dewsburytravel.com and how do
I know if my ticket has been issued?
After making a booking with dewsburytravel.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 customer-care@dewsburytravel.com 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 dewsburytravel.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 dewsburytravel.com and the airline (see below) and (b) due to temporary
withholding of funds made by your bank. A) Separate charges made by dewsburytravel.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 dewsburytravel.com Charges made by the airline include:
* Fare * Taxes The charges made by dewsburytravel.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 dewsburytravel.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 dewsburytravel.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, dewsburytravel.com
reserves the right to review the legitimacy of such bookings as appropriate and
authorise accordingly. In these cases, dewsburytravel.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.
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, dewsburytravel.com
reserves the right to review the legitimacy of such bookings as appropriate and
authorise accordingly. In these cases, dewsburytravel.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 dewsburytravel.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 dewsburytravel.com require a signed authorisation in order to charge
the tickets paid with credit card?
dewsburytravel.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. dewsburytravel.com will issue
all booked tickets upon confirmation and receipt of payment. This is in effect a
contract between dewsburytravel.com and the airline and thus in turn considered the
same between dewsburytravel.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 dewsburytravel.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. dewsburytravel.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 customer-care@dewsburytravel.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,
dewsburytravel.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 dewsburytravel.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 dewsburytravel.com administration
fee of £50.
14. What documents does www. dewsburytravel.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 customer-care@dewsburytravel.com
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
dewsburytravel.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 customer-care@dewsburytravel.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 customer-care@dewsburytravel.com
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 customer-care@dewsburytravel.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 customer-care@dewsburytravel.com.
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. dewsburytravel.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 dewsburytravel.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 customercomplaint@dewsburytravel.com. At dewsburytravel.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 customer-care@dewsburytravel.com
25. What kind of ATOL protection is provided by dewsburytravel.com?
dewsburytravel.com is not ATOL bonded itself. We act as ticketing agents for ATOL
agencies. All the tickets purchased through dewsburytravel.com is covered under ATOL
of the respective Travel Consolidator. The Invoice of the purchased itinerary will
be sent by dewsburytravel.com and will have the ATOL number of the respective Travel
consolidator mentioned on it.
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Currency Convertor
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Dewsbury Travel,
28 Northgate, West Yorkshire,
WF13 2DX,
United Kingdom
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The flight booking we make are ATOL protected by the Civil Aviation Authority, except
when ticket for schedule flight are sent to you within 24 hours of payment being
accepted, Our ATOL number is 3550. We also act as agent for other ATOL holder, ATOL
protected extend primarily to customers who book and pay in the United Kingdom,
This Website is operated by dewsbury travel Ltd, a company registered in England
under registaration no is 7930573620, whose resistered office is 28 Northgate, West
Yorkshire,WF13 2DX, United Kingdom
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