FAQ


Do we include fees in the prices?

We do our best to include all mandatory fees and surcharges (fees that cannot be deselected) in the prices which we display. Our goal is to create as much transparency in prices as possible and we’re constantly working on making the prices more transparent. The challenge for us is all the (hidden) and constantly changing extra fees which the suppliers add to their prices.

Does Travellerz raise prices on flight tickets?

No, absolutely not! Travellerz never tracks your IP address or uses cookies to push prices up. We make real-time, live searches and find the best prices available at the time of your search. We have no intentions of pushing up prices, because we always want to avail to you the best and cheapest prices.

How often do you update currencies?

We update currencies exchange rate every day, unless a severe fluctuation occurs. Please be advised that prices are not always displayed in the same currency on Travellerz and on the supplier’s site which we link you to.

What should I do if I experience inaccurate information on  Travellerz?

Our goal is always to show the cheapest prices and accurate information. Therefore we’d really appreciate if you would please inform us via our Feedback if you experience that we display information which is incorrect. Then we’ll look into the issue and take action.

Whom should I contact with questions regarding booking?

If you experience problems with a booking and/or want to change it, you must contact our company through our hotline or by sending an e-mail to customerservice@travellerz.com , our travel consultant should reply to your e-mail within 12 working hours

What should I check before booking a flight?

Before clicking on the “confirm booking “ button on our site you should always (double) check that you’ve given the correct information such as:

Travel dates, Departure and arrival airports, Number of passengers, Names of passengers, Email.

What is ‘Best’ flights?

‘Best’ flights are the flights with the best balance between price and flight time. We show ‘Best’ flights because often paying a bit more is worth not having a 12 hour layover.

Can I search group tickets on Travellerz?

You can select up to 9 adults and 7 children each time you search for a flight on Travellerz, and if you want to search more than 9 adults , you can send us an e-mail t our group desk on  Groups@travellerz.com , and you expect a reply within 12 working hours.

Where do I find trains , buses , cruises on Travellerz?

You have three option to do so , first you can contact our travel consultant through our hotline , second you can talk to our customer service through live chat ( on top of the website home page ) , third send an e-mail to customerservice@travellerz.com

What is the refund policy for hotel bookings?

If you find an issue with your hotel booking. Some changes are free of charge, while charges may apply for others.

Free of charge:

Charges may apply:

Room type

Number of guests

Travel dates

Most hotel bookings can be cancelled without penalty before the hotel's cancellation deadline.

Refund policy

When you cancel your hotel booking, you are eligible to receive a refund of the amount you paid, depending on the terms and conditions of your booking. When and how you receive that refund will depend on how you paid for your booking.

When you paid with a credit or debit card

We will process your refund and credit the card you used to pay for your booking within 24 hours or at the earliest possible.

The credit may take 7 days to post to your account and 2 billing cycles to show on your statement.

If you have not received a credit within 7 days, please contact your bank or credit card company.

 Nonrefundable bookings

When you cancel your booking, you will not receive a refund of the amount you paid.

The hotel may charge you an additional cancellation fee.

What your refund policy for flight bookings?

 You may receive a refund on an online booking only if allowed by the fare conditions of the booking at the time of booking. However, there may be a cancellation penalty or refund fees, which will be deducted from the refunded amount. Please be sure to check the fare conditions before making a purchase. You may make a refund request for your ticket by contacting our agents through live chat, our hotline or through emailing to caustomerservice@travellerz.com

Once you request a refund, all flights in your booking will be cancelled.

It may take up to 2 weeks to handle your refund request. The refund will be made in the same currency and to the same payment form of payment  as used to purchase your ticket. Please note that the booking fee and credit card surcharge are non-refundable.

 How do I give the most useful feedback on Travellerz?

Your feedback is very valuable to us because it helps us improve our services. If you contact us by sending message from contact us page here or contacting our customer service agent through live chat on our website or you can fill our feedback form here 

How do I unsubscribe from newsletters?

If you go to your profile settings, you can choose to unsubscribe from each newsletter by clicking on the icon.

I want to delete my profile, will you keep my data in your  systems?

No, if you choose to delete your account, all your profile information will be removed from our database.

Do I need to login every time I access the website/app?

You will stay logged into your profile until you actively choose to log out, which you can do from your profile settings.

How did you get my photo on your website/app?

If you chose to log in with Facebook or Google+, your profile photo was imported from that account.

Is it required that I fill in my personal information and set my preferences  to use your service?

Absolutely not. We respect your privacy, so all the fields are optional and you can choose which ones you want to fill in.