How can we help?
We've gathered answers to the most important and popular questions about flights.
Jump to section
No matching questions.
Try different words, or email us at support@travelflow.io.
Top questions
I didn't receive my ticket. What should I do?
After you pay, the seller emails your itinerary receipt (ticket) to the address you entered in the booking, usually within 3 hours. If it isn't in your inbox, look in your Spam folder first: booking emails often end up there.
It's not in my Spam folder
If 3 hours have passed since you booked and the email isn't in Spam either, there may be a typo in the email address you entered. Get in touch with the seller you booked with, and they'll send the ticket to the correct address.
I don't remember who the seller is
- Look at the SMS or the online banking receipt you got when you paid. It shows the seller's name.
- Find the seller's contact details and get in touch with them.
- Give them the passenger's first and last name, the travel dates and the destination.
- They'll find your booking and resend the itinerary receipt to the right email address.
Why can't TravelFlow send me my ticket?
I want to return my ticket. How do I do that?
Whether you can get your money back depends on the fare you bought and the airline's rules. The cheapest tickets are usually non-refundable, or a fee is deducted when you return them.
In some situations, though, you can get a full refund even on a non-refundable ticket. This is called an involuntary refund, and it usually applies when:
- the airline canceled your flight or delayed it significantly (many airlines accept delays of 2–3 hours or more, and under EU rules a delay of 5 hours or more gives you the right to a refund);
- the airline changed the route or schedule so that you'd miss a connecting flight on the same ticket;
- you, or a close relative traveling with you, fell ill and can't fly (a medical certificate is required).
How to return a ticket
Contact the seller you bought the ticket from: the travel agency or the airline. You'll find their name on your ticket and in your bank's payment confirmation. If possible, send your request at least 24–48 hours before departure.
Why can't TravelFlow return my ticket?
I need to change my departure date. What should I do?
Whether you can exchange your ticket for another date depends on the fare rules set by the airline. On most budget fares, a change means paying a fee, plus the difference in price if the new ticket costs more.
How to exchange a ticket
Contact the seller (the airline or the agency) you bought the ticket from before check-in for your original flight closes. The seller's name is on your itinerary receipt and your bank statement.
Why can't TravelFlow change my departure date?
I made a mistake in my details when booking. How do I correct it?
Airline rules differ. Some accept up to 3 typos in a passenger's first or last name as long as the name still sounds the same, while others require every detail to match the passport exactly.
How to fix a mistake in your ticket
Contact the seller (the airline or agency you bought from) as soon as possible. Depending on the airline's rules, they'll either correct the details in your booking, sometimes for a small service fee, or explain how to reissue the ticket.
Why can't TravelFlow fix my booking details?
How do I add baggage?
You can add baggage while you're searching for tickets, or after you've already bought one.
How to add baggage after purchase
- Go to the airline's website, open Manage Booking with your 6-character booking code (PNR) and last name, and pay for the baggage online.
- Or contact the ticket seller (agency or airline) and ask them to add it. Adding baggage online in advance is usually much cheaper than paying at the airport.
Why can't TravelFlow add baggage for me?
Will TravelFlow ever call me or ask me to pay by phone?
Never. TravelFlow doesn't call travelers, doesn't send payment links and never asks for card details, passport data or extra payments by phone, SMS, email or messaging apps.
If someone contacts you claiming to be from TravelFlow, or tells you your ticket "wasn't confirmed" and asks you to pay more, it isn't us. Don't share any information and end the call. Then check your booking directly with the seller or the airline, using the contact details on their official website or in your confirmation email.
Be careful with "customer service" phone numbers found in search results or ads: scammers often publish fake ones. Only call numbers listed on the seller's official website.
To report a suspicious call or message, email us at support@travelflow.io.
Ticket and check-in
Do I have to print my ticket?
Short answer: no. The itinerary receipt emailed to you after payment is your proof of purchase, and you don't need a paper copy: the passenger and flight details are already in the airline's system. At the check-in desk, you only need to show your passport.
That said, the itinerary receipt is handy at the airport (for example, to check your terminal) and at passport control, where you may be asked to prove you have a return flight. Keep it on your phone, or print a copy just in case.
I haven't received an SMS message with a payment confirmation code. What should I do?
The SMS with the confirmation code (3-D Secure) comes from your bank, not from TravelFlow or the ticket seller.
- Wait a couple of minutes, then tap Resend code on the payment page.
- Open your banking app: many banks send a push notification there instead of an SMS.
- Check that your phone has signal and enough free memory to receive messages.
- If the code still doesn't arrive, call your bank on the number on the back of your card, or pay with another card.
I want to cancel additional services. How do I do that?
If you added extra services when you bought your ticket, such as travel insurance, SMS flight updates, seat selection or a refund guarantee, and you want to cancel them, contact the ticket seller directly.
Why can't TravelFlow cancel additional services for me?
How do I check in for my flight online?
Checking in online saves time and stress at the airport. It usually opens 24 hours before departure (sometimes earlier) and closes about 40 minutes before. The airline often emails you a link to check in. If you haven't received one, go to the airline's website, open the online check-in section and follow the steps.
You may be asked for:
- the passenger's first and last name;
- the booking code (PNR, 6 characters) or the e-ticket number, which you'll find in the itinerary receipt emailed to you after booking;
- the email address used for the booking;
- the departure airport, and sometimes the departure date and time or the flight number.
You can choose a seat while checking in. It's sometimes free, but many airlines, especially low-cost carriers, now charge for it. If you don't choose one, a seat is assigned to you.
Once you've checked in, your boarding pass is sent by email. If you're flying without checked baggage, you can skip the check-in desk: print your boarding pass at a self-service kiosk, or show the mobile boarding pass on your phone.
Online check-in can save you money as well as time. Ryanair, for example, charges more than €50 per passenger for checking in at the airport instead of online, and also charges for reissuing a boarding pass there.
Online check-in isn't available for every flight. It's often unavailable for unaccompanied minors (5–12 years old) and for passengers flying with an animal.
How early should I arrive at the airport?
Plan to arrive 2 hours before a domestic flight and 3 hours before an international flight.
Check-in and bag drop usually open 2–3 hours before departure and close strictly 40 minutes before takeoff. Boarding gates usually close 15–20 minutes before departure. Arriving early gives you plenty of time for security and passport control.
How do I select seats for my flight?
You can choose a seat when you buy your ticket, or when you check in, online or at the airport.
Airlines sometimes charge for choosing a seat in advance, especially window seats, seats with extra legroom and front rows. If you'd rather not pay, skip this step: the airline will assign you a seat for free at check-in.
Already have a ticket and want to choose a seat now? Go to the airline's website, open Manage Booking, and enter the passenger's last name and the booking code (PNR).
Checked and carry-on baggage
How do I find a ticket including baggage?
On the TravelFlow website or in the Low Fare Flights app, turn on the With baggage filter in the filters panel to see only flights that already include baggage.
Below the buy button, you'll also see whether baggage is included in the ticket you selected and, if it isn't, how much it costs to add.
How do I check the size and maximum weight allowance for baggage?
Every airline sets its own size and weight limits for carry-on and checked baggage. As a guide:
- Carry-on baggage: most airlines allow 1 bag of 7–10 kg, up to 55 × 40 × 20 cm.
- Checked baggage: a standard economy ticket usually includes 1 bag of up to 20–23 kg, with a maximum of 158 cm in total (length + width + height).
Check the exact limits for your flight in your itinerary receipt or in the Baggage section of the airline's official website.
How do I add baggage if I've already bought a ticket?
To add baggage after purchase:
- Contact the ticket seller (their name is on your ticket) and ask them to add baggage. Adding it in advance is usually cheaper than at the airport.
- Or go to the airline's website and change your booking in your account or in Manage Booking, using your PNR code.
- You can also pay for extra baggage at the check-in desk, but airport prices are much higher.
Why can't TravelFlow add baggage for me?
How do I add baggage for just one passenger?
When you book, the same conditions apply to every passenger in the booking: either all the tickets include baggage, or none of them do.
If only one passenger needs baggage, you can make two separate bookings, one with baggage and one without. This only works if both passengers are adults (12 years and older). Another option is to buy tickets with carry-on only, then add checked baggage for one passenger after purchase.
How to add baggage after purchase
- Contact the ticket seller (their name is on your ticket) and ask them to add baggage. Adding it in advance is usually cheaper than at the airport.
You can also change the booking in your account on the airline's website. Paying for extra baggage at the airport is possible too, but it's very expensive.
Why can't TravelFlow add baggage for me?
My baggage is lost. What should I do?
If your suitcase doesn't appear on the baggage carousel after landing:
- Don't leave the baggage claim area. Go straight to the Lost & Found (baggage tracing) desk in the arrivals hall.
- Show your boarding pass and the baggage tag sticker (often stuck to your boarding pass or passport cover), and fill in a Property Irregularity Report (PIR).
- Keep your copy of the report and its 10-character reference number. You'll use it to track the search online, for example through WorldTracer.
- If your baggage isn't found within 21 days, it's officially considered lost, and you can claim compensation from the airline.
Where can I find the baggage allowances?
Before you buy, the flight card in the search results shows whether carry-on and checked baggage are included.
After you buy, the allowance is listed in the itinerary receipt (e-ticket) emailed to
you. Look for the Baggage column: 1PC means one piece of baggage, and 20K or
23K is the maximum weight in kilograms.
Traveling with children
I'm pregnant. Am I allowed to fly?
Yes, you can fly while pregnant as long as there's no medical reason not to. Airlines do have rules depending on how far along you are:
- Up to 28 weeks: most airlines let you fly without a medical certificate.
- From 28 to 36 weeks (up to 32 weeks if you're expecting twins or more): you'll need a certificate from your doctor confirming how many weeks pregnant you are and that you're fit to fly. It usually has to be issued no more than 7 days before departure.
- After 36 weeks: most airlines don't accept pregnant passengers, for safety reasons.
Always check the exact rules on your airline's website before you fly.
Do infants need a ticket?
Yes. Children under 2 (infants) need a ticket even if they sit on an adult's lap without their own seat.
- An infant ticket without a seat is free on some domestic flights. On international flights it's usually discounted by up to 90%, although taxes may still apply.
- Each adult can hold only one infant on their lap. If one adult travels with two infants under 2, the second infant needs a child ticket with its own seat.
- When you search on TravelFlow or in the Low Fare Flights app, enter the number of infants in the passenger selector so the total price is calculated correctly.
Traveling with pets
What do I need to do to bring my pet with me?
Airlines limit the number of animals on each flight, so you need the airline's approval in advance:
- Contact the airline before you buy your ticket, or right after: ask them to add your pet to the booking. Small cats and dogs (usually up to 8 kg including the carrier) can often travel in the cabin, under the seat in front of you. Larger animals travel in a heated, pressurized hold. Many low-cost airlines don't carry pets at all.
- Prepare the veterinary documents: a pet passport, a microchip certificate, a valid rabies vaccination (given at least 21 days before departure) and an official veterinary health certificate.
- Get an IATA-compliant carrier: make sure the crate or soft carrier meets the airline's size requirements. Arrive at the airport at least 3 hours before departure to go through veterinary control and pay the pet fee.
Ticket refund and exchanges
I missed my flight. What should I do?
Talk to the airline's staff at the airport right away, or call the airline's hotline:
- Protect your connecting or return flight: if you miss the first flight of a round trip, or of a connection booked on one ticket (a "no-show"), the airline may cancel all the remaining flights in your booking unless you let them know before the first flight departs.
- Ask about rebooking: depending on your fare rules, the airline may move you to the next flight for a fee. If you missed the flight for a valid, documented reason (such as a medical emergency at the airport or a delay at security), ask the staff to note this on your ticket or give you written confirmation. It can help you get an involuntary refund or free rebooking.
I wasn't allowed on the flight. What should I do?
Airlines sometimes sell a few more tickets than there are seats on the plane (overbooking), or replace the aircraft with a smaller one. If you weren't allowed to board:
- Ask the airline representative to note on your boarding pass or ticket why you were denied boarding.
- Choose a replacement flight or a full refund: the airline must either fly you to your destination on the next available flight at no extra cost, or refund your unused ticket in full.
- Claim care and compensation: while you wait for your new flight, the airline must provide drinks, meals and, for overnight waits, a hotel. Where regulations such as EU Regulation 261/2004 apply, you're also entitled to financial compensation.
All about layovers
How do I select tickets without layovers?
In the search results on TravelFlow or in the Low Fare Flights app, open the Stops filter and choose Direct. Only non-stop flights will stay in the list.
How long is my layover? Will I be on time?
The layover length and airport details are shown on the flight card before you buy, and in your itinerary receipt.
- Both flights on one ticket (one PNR): no need to worry. Airlines plan connections around each airport's official minimum connection time (MCT), so even a 1-hour layover is enough when it's sold on one ticket, and your checked baggage is usually transferred to the next plane automatically.
- Separate tickets (self-transfer): you'll need to collect your baggage, go through customs and check in again for the next flight. Make sure the layover is at least 3 hours.
If my plane is delayed and I miss my connection flight, what should I do?
It depends on how your flights were booked:
- One ticket (one booking code / PNR): the airline is responsible for getting you to your final destination. Go to the airline's transfer desk at the layover airport. They'll put you on the next available flight for free, and give you meal or hotel vouchers if the wait is long.
- Separate tickets (two different bookings): the second airline doesn't have to wait for you or rebook you for free. Contact the seller of your second ticket right away to see whether you can change it before departure.
Can I see the city on a long layover?
Yes, you can leave the airport and explore the city during a layover if:
- You have enough time: a layover of at least 6–8 hours lets you go through border control, get to the city center and be back at the airport at least 2–3 hours before your next flight.
- Visa rules allow it: check that citizens of your country can enter the transit country without a visa, or get a transit or tourist visa in advance.
I'm on my layover and I don't want to keep flying. Is that possible?
Nobody can force you to board your next flight, but skipping part of your trip has serious consequences:
- The rest of your booking will be canceled: if you skip the second flight of your outbound journey on a round-trip ticket, the airline treats it as a no-show and automatically cancels your return flight, without a refund.
- Your checked baggage will fly to the final destination: bags are usually tagged through to the last airport on your ticket. Airlines often refuse to unload a bag during a short layover, unless it's a long overnight stopover.
Pricing
Why do different sellers sell the same ticket at different prices?
Travel agencies set their own final ticket price. It depends on their agreements with airlines, special partner discounts, currency exchange rates, payment system fees, and their own markups or promotions.
That's why the very same seat on the same flight can be cheaper at an agency than on the airline's website, or the other way around. TravelFlow compares them all at once, so you can pick the lowest price.
What do I do if the price is not the same as in the search results when I go to buy the ticket?
Flight prices change all the time with demand, seat availability and exchange rates. Sometimes the last cheap seat at a fare is bought by someone else moments before you click to buy, and the seller's website then shows the next available fare.
If this happens, refresh your search on TravelFlow to see updated prices, or choose another seller offering the same flight.
Do the prices in the app and on the website differ?
No. Prices in the Low Fare Flights app and on the TravelFlow website are the same, because both use the same search engine and the same partners.
If you notice a small difference, make sure you've selected the same currency, number of passengers and baggage filter on both.
What do ticket prices consist of?
The total price of a plane ticket is made up of:
- Base fare: the price the airline sets for flying from point A to point B.
- Taxes and airport fees: charges for airport services, security screening and customs, plus fuel surcharges.
- Service fee: a small fee charged by the booking agency or payment system for issuing the ticket.
Does TravelFlow take a commission?
No, we don't charge travelers any commission.
TravelFlow and the Low Fare Flights app are completely free. We don't sell tickets ourselves: we help you find the cheapest flights across hundreds of airlines and travel agencies. Because the ticket is sold by the seller, we don't add anything to its price. Instead, airlines and agencies pay us a small partner fee for sending them customers.
Contact TravelFlow
Didn't find your answer? Email us and we'll be happy to help.