Frequently Asked Questions
How do I make a booking?
- Select a travel destination, dates and search. It’s that easy.
- Filter for your preference and select the best flight for you.
- Add travel products for example insurances or flexible travel dates.
- Select your preferred payment method.
- You have now successfully made a booking.
- Follow the same flow to book hotels and cars with Travelstart.
- Please make sure that the names of the travellers are correct, as your computer may have stored the details from a previous booking. In order to delete the history, you need to clear your cache/cookies which can be done in your settings on the Internet Browser.
How do I know that my booking is confirmed?
You will receive a booking confirmation after you have successfully made a booking.
Once your payment has been successfully completed you will receive an E-ticket from Travelstart.
Your E-ticket is the final confirmation of your Booking.
How do I request or re-send my e-ticket?
Sign into your account, click on the profile icon and select dashboard.
Select upcoming flights in the pane on the left of the page, choose the correct flight that you would like to resend a ticket for and click resend ticket.
On our app you can view your e-ticket with an option to also re-send your e-ticket to yourself.
If you do not have an account with us, you can register for one, using the same email address that you used to make the booking. Your booking will automatically appear in your account.
Should you still require assistance please use the contact form.
What happens if I make a booking and do not receive any confirmation?
Please do not book a new ticket without contacting us first. For assistance visit our contact us page online, or select ‘Support’ on our app, then choose the relevant category. If you opted for cash payment, the payment has to be made by 23:59 on the day of booking.
What is the difference between a direct flight, a non-stop flight and a flight with a connection?
Non stop flight gets you to your destination with no stops along the way.
Direct flights, despite the name, will also take you to your destination, but may stop elsewhere in between without you having to leave the airplane. Please note you may need a transit visa for these flights. A flight with a connection requires the passengers to change from one plane or airline to another at an intermediate point, called the connecting point, on the way to their destination.
Do I have enough connection time between my flights?
Any connections offered by Travelstart, is guaranteed by the airline that you are being offered enough time to connect from one flight to another.
Distances between gates differ vastly from airport to airport. It is your responsibility to arrive at the gates on time.
What if you booked two or more separate tickets?
Then the airline will not guarantee that the connection times are sufficient, or that you will be taken care of in the case of the delay.
Can I book a flight with a stopover?
Yes, you can. Just book a multi city flight on our website or app. Ensure you have the right visas for all stopovers.
Can I travel from one destination and return from/to another?
Absolutely, using our multi city feature on both web and App. Select all of your departure and returning cities and date, then search, filter and select the best flight for you.
If you need assistance, you can contact us using the Contact Form.
Can you help me with an ‘around the world’ ticket?
Unfortunately you cannot book an “around the world” ticket on our website or app. Please Contact Us to speak to an expert.
Can I make a reservation for more than 9 passengers in the same booking?
This is not possible on our website or app. Please contact our Groups Department to request a quote or speak to an expert.
How do I book an unaccompanied minor?
Please contact the airline directly to book a ticket for an unaccompanied child as we are not permitted to make these reservations.
What is the price difference for children/ minors?
The price difference for children is always airline-dependent. Generally one can expect to pay about 25% less than the adult base fare
How do I travel with an infant / request a baby basket?
Children under the age of 2 usually do not get their own seat. To make a request for a baby basket, Contact Us to process this request.
A service fee will apply to process this request.
Can I earn Airmiles when I make a booking with you?
Unfortunately we cannot help you redeem your air miles.
You can earn air miles when you book with us, be sure to add your frequent flyer number to your booking.
Am I able to use third party loyalty points to make a booking on the Travelstart Website?
At this time, we are not able to process any Bookings paid using loyalty points. Should you wish to use your loyalty points please contact the relevant Third Party.
Where can I put in my frequent flyer number?
You can also add your Frequent Flyer number directly on the website in the booking flow. For an existing booking or should you require assistance to add your frequent flyer number to your booking, please Contact Us using the contact form.
How can I get a tax invoice for my booking?
If you require a tax invoice, please visit our contact us page and submit your VAT invoice request / details in the comment box along with your Travelstart booking reference and we will forward the invoice to you.
How long after making my booking on the Travelstart app or the website should it take before I receive a booking confirmation?
The booking confirmation is automated and therefore you should receive this within 24 hours. If you do not receive an email it could be that your details were incorrectly recorded. Please contact us.
When I book a ticket through you what additional services/products am I able to purchase?
Travel extras that we offer will differ from flight to flight. Please click here to see a full list of our offerings.
How do I add additional baggage to my booking?
To increase your baggage allowance, you can do this directly on the airline’s website by using your check-in/airline reference displayed on your e-ticket.
How do I request a wheelchair?
Please Contact Us and we will assist you at no additional charge.
Why do I need to present my credit card for certain flights?
Certain airlines may request to see the credit card that was used to pay for the booking at check-in in order to avoid possible fraud.
Need help with a NEW booking?
Contact our Travelstart Live agents for guidance and assistance on making a new booking via email at travelbar@travelstart.com. phone number: +27 21 468 4321
How do I pay for my booking?
You can pay with:
Credit Card
EFT
Can I pay via EFT?
We accept payments through Electronic Funds Transfer (EFT).
Paying into our bank account with Nedbank, Standard Bank, FNB, Capitec or ABSA will result in the payment being cleared same day.
Please note: If you are with a bank not listed here, or if you make your payment on a weekend or a public holiday, the payment will only reflect in our account on the first business day thereafter. This might result in an increased fare or your booking being cancelled.
When do I pay for my booking?
You should pay immediately or before midnight (South African time) on the day the booking was made in order to have the quoted price guaranteed.
Is it safe to make the payment online?
Yes, absolutely! Nothing is more important to us than the privacy and integrity of your personal information.
Our website is protected with Cloudflare SSL Certificates.
Can I pay with two different credit cards?
It is not possible to pay partially for one ticket with two different forms of payments.
If you have more than one passenger and would like to pay for each ticket separately, then you will need to make separate bookings.
My payment was declined, but I would still like to book?
Please Contact Us
Do I have to pay taxes on my tickets?
Airport departure taxes are included in the prices you see on our Website and App.
What is the processing fee?
The processing fees cover expenses related to customer support, and maintenance costs for our online booking platform. This ensures that our customers will benefit from secure and efficient ways to book and pay online.
When and how will I receive my ticket?
It will be emailed to you after we receive your payment. Please note that this may take up to 24 hours.
Where can I find my reference number to check-in?
Your reference number can be found on your e-ticket right next to the flight information.
On App, your check in reference is available when you view your e-ticket or select to check in on your booking.
Will I receive a ticket from low cost carriers?
Some low cost carriers do not send out tickets but will email you a booking confirmation which you will use to check-in with instead.
Can I change the dates on my ticket?
Whether you can change the dates on your ticket depends entirely on the specific airline’s fare rules and your booking class. If changes are permitted by the airline, all applicable airline fees will apply, along with an administration fee.
Can I get a quote for changes to my booking?
Should you wish to make any changes to your bookings, kindly Contact Us and one of our agents will be in contact with you to provide further assistance.
What if I booked a ticket with more than one flight and only want to use some of the flights and cancel the other/s?
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 invalid. Please note that you will not get any money refunded for any parts of the ticket not used.
Can I change departure or destination city on my booking / ticket?
You need to complete the online contact form and send request. Team will look at fare rules of the ticket and respond/advise if possible or not.
Can I change the passenger name on my ticket?
Most airlines do not allow a full name change once a ticket has been issued. If you need to correct a spelling mistake, the options depend on the airline’s policy.
Some airlines may allow a name correction for a fee. Others may require you to purchase a new ticket with the correct name and submit the original ticket for a refund, where applicable. Low-cost airlines are often more flexible, but a fee may still apply.
If the name on your ticket is not correctly spelled, please Contact Us on the day the booking was made to assess whether we can assist you.
Can I correct the spelling of my name on the ticket?
In many cases, airlines allow minor spelling corrections of up to three letters, although this depends on the airline’s fare rules and may incur a fee.
If the name cannot be corrected, some airlines may require you to purchase a new ticket with the correct name. The original ticket may then be eligible for a refund, depending on the airline’s policy.
Low-cost airlines are often more flexible with name corrections, but a fee may still apply.
If the name on your ticket is not correctly spelled, please Contact Us on the day the booking was made to assess whether we can assist you.
How do I cancel my booking?
Please Contact Us so that we can check whether your ticket is refundable. Not all tickets are refundable with many being only partially refundable
Once we have established the possible refund you are entitled to, we will request it with the airline on your behalf. The refund will be made by the airline directly to the account the booking was originally paid with. This can take 6 to 8 weeks depending on the airline. Please note that we charge a refund administration fee to facilitate the refund request.
I have booked a low cost carrier (For example Flysafair, Easy Jet) I need to cancel/amend my booking? Is this possible?
If you have booked a ticket on a low cost carrier and have received your booking confirmation/ticket then it may not be possible to cancel/amend your booking. Kindly contact us immediately/or as soon as possible after you notice the error/or realise you need to cancel/amend your flight.
If I miss my flight, can I still make changes to my Booking?
Airline Rules differ in this regard, in order to confirm whether a change is possible, kindly contact us.
Call us: +27 21 468 43 00
Chat on WhatsApp: +27 71 482 7158
Operating hours:
Monday – Friday :07:00-19:00
Weekends and Public holidays: 08:00 – 14:00
For emergencies only, contact us on WhatsApp until 10pm
I have made an error with my booking am I able to cancel and get a full refund if I contact you before close of business on the same day of my booking?
It is always best to make contact with us as soon as possible after making your booking in order for us to try to assist you as quickly as possible. We are not able to able to guarantee a refund will be possible as this would depend on the airline rules. In relation to low cost carriers we refer to you section 7.
What Products are available to the South African Market?
How do I book special baggage, for example sporting equipment?
Airlines do request that special luggage / additional luggage is reported before departure and they will charge a fee that will need to be paid at the airport with the respective airline.
How do I make a seat and meal request?
You are able to book a seat/s or select a meal preference during the booking flow. Please note that we are only able to offer this for certain airlines, should it not be available you will be able to do this 24 to 48 hours before your flight when the online check in opens.
What must I do if I want to bring my pet (cat or dog)?
Please book your pet directly with the airline. We are unfortunately not permitted to handle any pet bookings.
Do you provide visa information?
Unfortunately we do not currently offer visa services at Travelstart. Please visit the nations consulate/ embassies site and follow all the relevant procedures and requirement to apply for a Visa.
When do I check in and at which terminal?
- Domestic flights: 1 hour prior to departure
- International flights: 2-3 hours prior to departure
- Flights to and from USA: 3 hours prior to departure is recommended
How much luggage can I take with me?
The rules vary between airlines and destinations.
The rules vary between airlines and destinations. Your baggage information is also available in your confirmation email. Please visit your airline website to find out more.
What am I not allowed to bring on board?
Airline regulations differ and are constantly changing. For an accurate list of items that are not permissible on board kindly contact the airline.
Will my luggage be checked through even though I have a transfer to my final destination?
If you are travelling 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 you travel on two tickets in order to get to your final destination, please advise the check-in staff to find out if your luggage will be checked through.
Do I need a passport?
You will need a passport for regional and international travel. It is widely recommended to always have at least 2 consecutive blank pages. Your passport must be valid for at least 6 months after your return and some countries require that you have at least one blank page in your passport. Not complying with these rules will most likely cause the airline to deny you boarding.
As visa regulations differ from country to country, please call the respective embassy directly. Please check with every relevant embassy as per your itinerary about their visa regulations. Please note that certain countries will require a visa even if you are only transferring in that country.
Do I need a Visa?
As visa regulations differ from country to country, please call the respective embassy directly. Please check with every relevant embassy as per your itinerary about their visa regulations. Please note that certain countries will require a visa even if you are only transferring in that country.
How do I find out if there are any Health Requirements for the country I am travelling to?
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.
Do I need to reconfirm my flights with the airline? How do I do it?
It is not necessary to reconfirm your flight. However, we strongly recommend that you call the airline directly at least 48 hours prior to departure or alternatively you can check your booking on the airline’s website.
Can I easily unsubscribe from your newsletter?
Yes you can. You will find a link to unsubscribe in the footer of the newsletter. When you click on it, your browser will open a pop-up where you enter your email address and submit the request. This will stop the newsletter being sent to you.
How do I take advantage of your Promotions/Sales?
When Travelstart has a Promotion or Sale, the details of which will be displayed on the specific section. All Promotions/Sales have their own restrictions. (Booking and Travel Dates, Domestic/International, Airlines, Availability).
still have unanswered questions?
Feel free to contact us via our Contact Form, our Whatsapp support channel, call us, or on any of our social media accounts.
