The 10 most frequent asked questions

Frequently asked questions

The 10 most frequent asked questions


At Travelgenio we have gathered the opinions of our customers to offer you the 10 most frequently asked questions by travellers when buying a trip using our services. If you cannot find the answer you are looking for, our customer service is available for you.


1 - When will I receive the second confirmation email?

When you make a purchase on our website, you will receive an automated email with the details of your booking. Please check that the information is correct. If this is not the case, contact our customer services.

Within 24 hours of the first email you will receive a second email with your booking which has been already issued. This email contains the electronic tickets and all the necessary information for your trip. We recommend that you print this electronic ticket and keep it on you during the whole trip. Always check your spam folder, and if you do not receive anything within 24 hours, contact our customer services.

2 - How do I check in online?

Online check-in saves time at the airport by removing the need to queue at check-in desks. The majority of airlines allow you to check in online 24 – 48 hours prior to flight departure or directly at the airportThe booking code which you will need for this is the same as that stated on your electronic ticket as: Airline code

3 - Is luggage included in my booking?

In the second step of your online purchase, your baggage allowance will be displayed.  A suitcase icon is displayed next to the selected flights. If there is a red checkmark above this icon, there is no luggage included for this part of your itinerary. If a single suitcase is displayed, you may check in one piece of luggage, usually 23 kg, but this depends on the airline. If two suitcases are shown, you may check in two pieces of luggage, and so on. Bear in mind that hand luggage is always included. If you want to add luggage to your booking, we recommend you to select the “Personalised Service” during the booking process. In addition to luggage, with this service you will also be able to book seats, meals or special meals, etc.

4 - I want to change my reservation. What do I have to do?

Just contact our customer services. We will help you with your request and inform you about the possibilities depending on your airfare. We can process changes up to 24 hours before the scheduled flight departure; after that, you must contact the airline directly.

5 - I want to cancel my booking. What do I have to do?

Just contact our customer services. We will help you with your request and inform you about the conditions depending on your airfare. Bear in mind that most tariffs do not allow any cancellation, which is why we recommend that you purchase our Cancellation Insurance Plus when you make your booking. This enables you to cancel your booking for any reason.

6 - Which methods of payment can I use?

The most secure and easiest method of payment for your bookings is by credit or debit card. Our secure servers accept all types of credit or debit cards. All payment information is protected by the SSL protocol. SSL (Secure Socket Layer) technology guarantees the confidentiality of your payment information through encryption. Therefore, payments on our site are 100% secure.

7 - Administrative fees and ticket issuing fees. When are those fees charged? Are they refundable?

For changes and cancellations, €50 (or the equivalent in your local currency) per passenger will be charged; this is in addition to any fees which the airline might charge you (except infants under 2 years of age on the date of departure). This fee is not refundable under any circumstances, and independent from the rate chosen by the user. In case of modifications on behalf of the client, wherever the tariffs allow them, these administrative fees may be charged again.

8 - The airline has made a change to my flight times. What do I have to do?

If you have received a notification about changes to your flight times, you may contact our customer services and let us know if the alternative itinerary offered to you by the airline is correct and adequate for your needs. Bear in mind that such changes do not depend on us; you can also contact your airline directly in order to find an alternative itinerary. We recommend that you contact the airline directly if less than 72 hours remain before flight departure.

9 - My flight includes a stopover in the USA. Do I need a visa? What travel documentation do I need?

Citizens under the Visa Waiver Program (VWP) transiting or entering the United States are required to apply for an Electronic System for Travel Authorization (ESTA) 72 hours prior to the departure flight at the following link: https://esta.cbp.dhs.gov/esta/

IMPORTANT:  Effective April 1, 2016, in addition to a valid ESTA, all VWP country citizens  must possess an electronic passport (e-chip). If not in possession of an electronic passport, a valid nonimmigrant visa is required to travel to the United States.

10 - How do I request an invoice?

If you have already completed and paid for your booking, you may request an invoice through our customer services. For this purpose, you need to tell us your booking code and the invoice information (name, tax no., address).