Frequently Asked Questions (FAQ)

In able to best assist our customers with their booking, Just the flight has compiled a list of the most commonly asked questions.

Air Travel Jargon

Making Your Booking

Paying For Your Booking

Before You Travel

Managing Your Booking

Tickets

IATA Withdrawal of Paper Tickets from June 2008

Miscellaneous

Advance Passenger Information (API)

UK Air Passenger Duty

What is the difference between charter flights and scheduled flights?

A charter flight is generally an aircraft chartered by a holiday company, and may operate once or twice a week to various destinations. Most of the seats are sold as part of a package including accommodation sold by the holiday company, but many holiday companies now sell some of the seats without ground arrangements. A scheduled flight is operated and marketed by the airline in its own right, to a regular, published schedule. As the charter flights are for holiday makers they tend to be cheaper but this is reflected in the on board service (meals and drinks are not always included) and seats tend to have slightly less legroom.

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What is a codeshare flight?

A codeshare flight is where one airline sells some seats on another airline's flight using its own airline code. For example, a ticket from London to Madrid might show an Iberia flight number, although the flight is operated by British Airways. The Just The Flight website's quotation will show if you are travelling on a codeshare flight. Passengers travelling on codeshare flights must check-in with the airline which operates the flight.

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Is a nonstop flight the same as a direct flight?

No. A nonstop flight operates between two airports without calling at any other airports en route. A direct flight, for instance from London to Auckland, may have one or more touchdowns en route, although these are not shown on the ticket. In some cases passengers may be asked to leave the aircraft, or even pass through immigration, at these touchdown points. The Just The Flight website's quotation will advise if your flight has any en route stops.

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What is an open jaw?

An open jaw occurs where a passenger departs from one airport, and returns from and/or to another airport. For example London - Rome / Rome - Manchester, London - Rome / Naples - Manchester, London - Rome / Naples - London. To check availability for an open jaw scheduled flight, tick the 'return from a different airport' and / or 'return to a different airport' boxes on the Just The Flight scheduled flight search.

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What is premium economy?

A number of airlines offer an enhanced economy product on some routes, for example Virgin Atlantic, British Airways, Eva Air, and Air New Zealand. Exact benefits vary between airlines, but may include the following: More legroom than in standard economy class, a separate cabin on the aircraft and a dedicated check-in desk.

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What is an e-ticket?

An e-ticket is an electronic ticket. It contains all the information shown on a paper ticket, but is stored as an electronic record in the airline's computer system. When the e-ticket has been issued, the passenger simply needs to print out their receipt / itinerary showing the booking reference. At the departure airport the passenger goes straight to the airline check-in desk. The main benefits to the passenger are that the e-tickets cannot be lost; there is no need to queue for tickets at the airport, and itinerary changes (where permitted by the airline) can be handled more easily.

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I'm having problems booking my flight online. Can I book by phone instead?

Yes, you can book by phone during Just The Flight opening hours. Our Sales team's telephone number is 01481 242 200.

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If I book by phone will I be charged a booking fee?

For our flight offers, the prices are the same whether you book online or by phone - however booking online is quick and convenient, and you save the cost of the phone call.

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Can I pay for a flight for someone else, even if I'm not travelling?

You can book with Just The Flight on behalf of a friend, relative, employee, etc. Please note that we will require the name of the cardholder (as it appears on the card) and correct billing address to which card statements are sent. If this information is not provided it could delay the issue of your tickets. Just The Flight take cardholder security very seriously and we reserve the right to reject any booking if we are not satisfied that the cardholder has given permission for the transaction.

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What if I want to make a booking for more than six passengers / a group booking?

In the first instance please email your requirements or call our Sales team on 01481 242 200. We will try to find suitable flights, and can then contact the airline or tour operator to confirm the availability and price. Please note that it is normally possible to book up to nine seats online on most charter flights. With scheduled flights, we advise against making several small bookings for groups of 10 passengers or more, since some airlines may identify groups and reject the bookings. Normally the group fares offered by airlines mean that each member of the party pays the same fare, and in some cases the group fares offer more flexibility if details need to be changed.

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What if I can't tell if my booking has been confirmed?

If you have been trying to book online but have not been able to see the confirmation screen - for instance because your screen has frozen or you have been timed out - please don't make another booking. Please call our Sales team on 01481 242 200 or email us so that we can check if your booking has confirmed or not.

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What if I want to return from / to a different airport?

Just The Flight's versatile website enables you to book 'open jaw' scheduled flights online. To check availability for an open jaw scheduled flight, tick the 'return from a different airport' and / or 'return to a different airport' boxes on the Just The Flight scheduled flight search.

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Where can I find your Terms & Conditions?

Just the Flight's Terms & Conditions can be found on this page

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How will I know when my booking is confirmed?

If you have booked a scheduled flight, you will receive an email acknowledgment from us shortly afterwards that we have received the booking. When the booking reaches our ticketing staff, the card details are checked and payment taken. When your tickets have been issued, you receive a further email showing your ticket numbers.

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Can I book now and just pay a deposit?

Full payment is required at the time of booking for all travel products booked through Just The Flight.

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How can I pay?

Just The Flight can accept American Express, Mastercard, Visa (including Visa Debit and Visa Electron) and Switch / Solo / Maestro on our website. Please be aware that all our prices are quoted in pounds sterling.

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Are my card details safe?

Just the Flight uses secure servers for any pages that collect financial information. This is a very safe way to pay for products on the Internet because any information you submit is encrypted with powerful technology.

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Is there an extra charge for paying by credit card?

In order to cover the higher bank charges we incur for processing credit card payments, Just The Flight makes a modest surcharge if you pay by credit card. However no surcharge is made for payment by debit card.

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How does the online payment system for scheduled flights work?

As you book your scheduled flight online, an authorisation is taken on your credit or debit card for the cost of the flights. The money is not debited from your account at this stage, the system just checks that the relevant amount is available and reserves the funds. (If the amount is not available, or the transaction is declined by your card issuer, your booking will not be confirmed).

On receiving the completed booking, our ticketing staff then carry out the usual card security checks. When we are ready to issue your tickets, we then take the payment from the debit or credit card, using the existing authorisation.

If for any reason we are unable to accept your booking, we will email you to advise why, and the authorisation will be cancelled. Although the money will not have been debited from your account, it may take your card issuer a few days to adjust your account.

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Do I still need to reconfirm my flights?

For scheduled flights, Just The Flight recommends that you reconfirm each flight 72hrs prior to departure. For some airlines this is a compulsory requirement, but it is a good idea anyway as it gives us a chance to advise you of any last minute changes to your itinerary. To reconfirm your booking, you can call our Customer Services team on 01481 242 200 or email us. We also recommend that you do the same on the return by contacting your airline locally.

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What is my baggage allowance?

Baggage allowances do vary according to the airline you are travelling with and the destination. The following is a guideline only - exceptions do exist. Most airlines still use the weight system, allowing you to check-in 20kgs of luggage (economy class). The allowance is normally 30kgs in business class and 40kgs in first class. Scheduled transatlantic flights often still use the 'piece' system, normally allowing each passenger to check-in a certain number of pieces of luggage (maximum weight per piece varies between 20-32 kgs). The allowance will vary depending on the airline and class of travel. For health and safety reasons items of luggage weighing over 32kgs will not be accepted. Infants are not normally entitled to a luggage allowance. In addition, each passenger may carry one piece of hand luggage, subject to certain weight and size restrictions. Certain articles may not be carried in hand baggage. Excess baggage is normally charged for, and is only carried subject to space being available on your flight.

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How can I cancel a booking and request a refund?

To cancel a booking Just The Flight require something in writing - an email is normally sufficient. This must reach us as soon as possible before your travel date. Requests can only be actioned during JTF office hours. If you have been issued with paper tickets, these must be returned to us by Recorded Post. Just The Flight will advise you if any refund is due. Just The Flight will charge an administration fee (minimum £15 per ticket) for processing refunds on scheduled flight tickets - this is in addition to any cancellation fee charged by the airline. Some airlines may charge an administration fee for processing refunds, in addition to the usual cancellation fee.

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Can I change the name on a ticket?

If you wish to make a name change, please contact us and we will try to help. Most scheduled airlines do NOT permit name changes. If a name change is possible, additional charges normally apply.

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Can I use only the return part of my ticket?

If you do not turn up for your outbound flight, most airlines now automatically record this as a 'no-show' and cancel any onward or return flights. In some cases it may be possible to keep the return flight - call our Customer Services team on 01481 242 200 and we will confirm the airline's policy.

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How long do refunds take to process?

If you are eligible for a refund on a charter flight, we will process the refund on receipt of the tour operator's cancellation invoice. With refunds on scheduled flights, Just The Flight often have to apply to the airline for authority to refund; the time taken varies between airlines but can often take 10 weeks or more.

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Can I change my travel dates?

Date changes may be permitted, depending on the conditions of the ticket you have booked, and availability on the new dates. If you have booked a charter flight, the tour operator's booking conditions (sent to you with your confirmation) will normally tell you if a date change is allowed, and any appropriate charges. In the case of scheduled flights, the conditions which apply to your ticket will be advised once you confirm availability. If you click on 'Read Cancellation & Refund Rules' it should tell you the restrictions on the fare you wish to purchase. If your ticket does permit changes, the airline sometimes charge an amendment fee. In addition, Just The Flight normally make a service charge (minimum £15 per ticket) to revalidate or reissue your ticket.

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How can I enter my frequent flyer card number into my booking?

If booking scheduled flights online, you may enter your frequent flyer card details into the 'Special Requests' box. Please clearly state the name of the issuing airline and membership number.

Alternatively, you may phone us or email us and we can enter the number into your booking.

We would point out that whilst we can enter your frequent flyer details into the booking, we do not have details of the frequent flyer schemes themselves. Certain fare types may not be eligible for frequent flyer awards, or may only qualify for reduced mileage awards. Queries about the entitlement to mileage awards etc. should be directed to the relevant airline.

We also recommend that you retain boarding card stubs in case of any subsequent query.

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The name on my ticket does not exactly match my passport. What should I do?

Most airlines require that the first name and surname on your ticket match the first name and surname on your passport. Please remember that it is not possible to include spaces or punctuation marks in names on tickets, so do not worry if these do not show on the ticket. Many charter airlines still only show your first initial on the ticket. If there is a spelling error on your tickets, or if the first name and surname shown do not match your passport, let us know as soon as you can - we may be able to help. Most charter airlines (and a few scheduled airlines) permit name changes to be made for a fee. With the majority of scheduled airlines name changes are not permitted and it may be necessary to cancel your booking (paying any applicable cancellation charges) and make a new booking in the correct name.

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My ticket does not show my middle name – does it matter?

The majority of airlines simply require that the first name and surname shown on your ticket match the first name and surname shown on your passport. Middle names are not normally required.

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Why is there no space between my forenames on my ticket?

On a scheduled flight booking, all that is required is the passenger's first forename and surname, as they appear on the passport.

If you have entered middle names as well, these will appear on your ticket as one word, since the airlines do not permit spaces or punctuation marks in the names.

As long as the names are spelt correctly, this should not pose any problem.

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I’m having problems printing my e-ticket – what should I do?

Most airlines are moving to the e-ticket (electronic ticket) system. We recommend that you print your itinerary so that you have a record of the flight details for your own reference, but the airline will not generally ask to see this at check-in. You will, however, require valid photo identification to travel. You can usually reprint an e-ticket itinerary by logging in to www.checkmytrip.com entering your reference number and surname. We recommend you try this first before you spend time and money on phone calls to Just The Flight.

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When will I receive my tickets?

For charter flight bookings, tickets normally reach you 10-14 days before your departure date. For scheduled flight bookings, tickets are issued as soon as we have verified your card details and taken payment. This is usually within 3 working days of the booking being made. E-tickets will then be sent to your email address. The delivery time for paper tickets will vary according to whether you select Recorded Delivery (up to 7 days) or Special Delivery (normally delivered next working day by 1300hrs).

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What should I do if I lose my tickets?

If you lose your tickets, notify Just The Flight as soon as possible by emailing us, or calling our Customer Services team on 01481 242 200. We will do our best to help. It is often possible to arrange for replacement tickets to be issued at the airport, but there may be an additional charge for this service.

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What changes are IATA making?

As part of the International Air Transport Association's 'Simplifying the Business' Initiative, IATA paper tickets for scheduled flights will be phased out from midnight on 31st May 2008. From then, IATA travel agents will only be able to issue e-tickets.

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Why are paper tickets being phased out?

E-tickets have advantages for passengers and for the airlines. For passengers, e-tickets can not be lost, and there is no need to collect a ticket from the airport. Changes to the booking (where permitted by the airline) can be made more easily without needing to visit the travel agency or airline office. For airlines, e-tickets cost far less to administer than paper tickets.

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Can e-tickets be issued for all bookings?

The vast majority of airlines have been working to ensure that they are ready for the move to 100% e-ticketing on 1st June 2008.
However in a small number of cases, it might not be possible to issue an e-ticket for certain reasons, for example:
A small number of airlines have not introduced e-ticketing for UK travel agents yet
Some destinations or routes may not offer e-ticketing yet for technical reasons
Some itineraries involving two or more airlines where the various airlines do not have 'interline' e-ticketing arrangements
Some airlines may be unable to issue e-tickets for certain types of passenger, for example infants

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What if an E-ticket can not be issued for my booking?

E-tickets will be possible for the vast majority of bookings. If an e-ticket is not possible for your booking, Just The Flight will endeavour to notify you within 2 working days, and let you know what alternative options may be possible. We will use our best efforts to try to fulfil your booking, but if we are unable to do so we will offer you a full refund of any monies paid.

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I am trying to contact you from overseas, but can't get through.

If you need to telephone us, our main telephone number is 01481 242 200. From overseas, please use +44 1481 242 200.

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What is API?

API stands for Advance Passenger Information.

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How does API work?

Passenger passport data is collated by the airline and transmitted electronically to the authorities of the destination country for checking before the flight departs. The results of the checks are downloaded to Customs and Immigration at the arrival airport.

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Why is API required?

Aviation security has been stepped up by many countries because of threats to national security such as drug trafficking. Because of the increased security controls, and the massive increase in air travel, passengers were experiencing significant delays in processing on arrival. API enables the Customs and Immigration authorities to screen passenger information before the flight lands, thereby improving security and enabling faster clearance of passengers.

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Which destinations require API?

The number of destinations which require API is constantly changing, but at present API is required for passengers travelling to:
Afghanistan
Algeria
Australia
Bahrain
Bermuda
Brazil
Bulgaria
Canada
Caribbean (including Antigua, Barbados, Grenada, Jamaica, St Lucia, Trinidad & Tobago)
China
Cuba
Dominican Republic
Egypt
France
Gambia
Gibraltar
Greece
Hong Kong
India
Iran
Israel
Italy
Japan
Kenya
Kuwait
Luxembourg
Maldives
Malta
Mauritius
Mexico
Morocco
Netherlands
Oman
Pakistan
Qatar
Saudi Arabia
Singapore
South Africa
South Korea
Spain
Syria
Thailand
Turkey
Ukraine
United Arab Emirates
USA
Yemen

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Which details are required?

The majority of information required is shown on the photo page of the passport:
Passport number
Country of issue
Passport expiry date
Given names
Last name
Gender
Date of birth
Nationality

If you are travelling to the USA, the following are also required:
Country of residence
Destination address
Alien Registration Number (for passengers with US residency)

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How do I supply the API?

To reduce delays at check-in, we recommend that you provide API details to Just The Flight at least 72 hours before departure. The easiest way of doing so is online - go to www.apis.uk.amadeus.com , enter your booking reference and surname, and select 'Add Details.' Please note that the online option is not currently available if you have booked one of our 'Web Fares' with flight numbers prefixed with the following codes: 4U, AB, BE, BY, EI, HV, LS, NM, RE, SI, SZ, U2, W6, WW or ZB. In these cases, you can supply the API by emailing us or calling us on 01481 242 200.

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Do I need to supply API if I am travelling on a non-UK passport?

Yes, API is required to be provided by nationals of all countries travelling to destinations where API is required.

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Is there a deadline by which I need to provide API?

The information has to be provided at the latest at check-in on the day of departure. However it helps reduce check-in delays if you supply the information in advance.

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Can I supply API directly to the airline?

Some airline have their own websites where you may be able to provide the API. However Just The Flight may not be able to see this information in your booking if added in this way, so we may continue to request the details from you.

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I have travelled to the same country before an never been asked for API. Why is it now required?

Many countries have started requesting API recently in view of increased security controls. In addition, many countries have had to develop computer systems to process the API before beginning to request the information from passengers.

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What if I don't wish to provide API?

As the airline is legally required to provide this information to the authorities at your destination, refusal to provide the API is likely to result in you being refused travel. Just The Flight will not accept responsibility for passengers refused boarding due to API not being supplied.

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What is Air Passenger Duty?

Air Passenger Duty (APD) is a departure tax levied by the UK Government and collected from airlines by HM Revenue and Customs. The tax applies to passengers departing from UK airports.

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