Customer Support &
Flight Assistance

Destination changes are subject to the airline's fare rules. In most cases, a destination change is treated as a new booking — meaning the original ticket may need to be cancelled and a new one issued, often at the current fare.

However, some airlines allow re-routing within the same region. Our agents can quickly assess your options and find the most cost-effective solution. Contact us as early as possible since last-minute changes are more expensive.

Most airlines do not permit full passenger name changes after ticketing. Minor corrections (e.g., fixing a typo of 1–3 characters) are generally allowed within 24 hours of booking at no extra charge.

If there is a significant name discrepancy that does not match your passport, your boarding could be refused. Contact us immediately at (800) 123-4567 so we can contact the airline on your behalf as soon as possible.

If the airline has involuntarily changed your flight time or route by more than 3 hours, you are generally entitled to either:

• Accept the new schedule at no additional charge
• Request re-booking onto an alternative flight of your choice (subject to seat availability)
• Claim a full refund if the new schedule is unacceptable

Please call us immediately and we will fully manage this process with the airline and ensure you are protected under applicable passenger rights regulations.

To cancel your booking, please call us at (800) 123-4567 or send an email to support@tracktorunway.com with your booking reference number.

Refund eligibility depends entirely on the fare type — fully refundable fares are returned in full within 7–14 business days. Non-refundable fares may retain the base fare as an airline credit or charge a cancellation fee. Our agents will advise you on the exact applicable rule before processing.

Yes, for bookings originating in the United States, the U.S. DOT requires airlines to allow free cancellation within 24 hours of booking, provided the ticket was purchased at least 7 days before departure.

Please note this window applies to direct airline purchases. For tickets booked via our consolidator network, which may carry special fare rules, the cancellation window and conditions are outlined at the time of purchase. Contact us within 24 hours and we will assess your specific ticket.

If the airline cancels your flight, you are entitled to a full refund of all fares and fees paid, regardless of whether your original ticket was refundable or not. This right is protected under aviation regulations in most countries.

You may also be entitled to compensation (EU Regulation 261/2004, US DOT rules, etc.) depending on the length of delay and your origin/destination. Call us immediately and our team will handle the claim and rebooking process on your behalf.

Once a refund is approved and submitted to the airline, the processing timeline is:

• Credit/Debit Card: 7–14 business days to appear on your statement
• Travel Credit / Voucher: Issued within 3–5 business days
• Bank Transfer: 5–10 business days depending on your bank

Airline refund timelines vary. We actively follow up with the airline on your behalf and will notify you by email once the refund has been processed and confirmed.

Baggage allowances vary significantly by airline, route, and fare class. As a general guide:

• Economy Class: 1–2 checked bags, 20–23kg per bag (some budget carriers charge separately)
• Business Class: 2–3 checked bags, 32kg per bag
• First Class: 3 checked bags, 32kg per bag
• Carry-on: 1 bag + 1 personal item, typically 7–10kg

Always verify your specific allowance with the airline confirmation email or by calling us. Excess baggage fees at the airport can be expensive — pre-purchasing additional baggage online is significantly cheaper.

Extra baggage can be added before your departure, either through the airline's website, at the airport check-in counter, or by calling us. Pre-purchasing is always cheaper — airport excess baggage fees can be 3–4 times more expensive than pre-purchased allowances.

Call us at (800) 123-4567 with your booking reference and we will add extra baggage on your behalf at the best available rate.

If your checked baggage does not arrive or is damaged upon delivery:

• Report it immediately at the airport's airline baggage desk before leaving the arrivals hall
• File a Property Irregularity Report (PIR) — keep a copy of this document
• Photograph all damage and retain all receipts for items purchased due to the delay

Under the Montreal Convention, airlines are liable for up to approximately $1,780 (SDR 1,288) for delayed, lost, or damaged baggage. We can assist you in filing and escalating your claim.

Most airlines accept sports equipment (golf clubs, surfboards, bicycles, ski equipment) as checked baggage with advance notice and an additional fee typically ranging from $50–$200 per item depending on size, weight, and the airline.

Musical instruments, medical equipment, and oversized items also have special handling rules. We strongly recommend calling us at (800) 123-4567 before booking to confirm the airline's policy and pre-arrange any special baggage requirements.

Online check-in typically opens 24–48 hours before departure, depending on the airline. Some premium carriers open check-in up to 96 hours (4 days) in advance.

Checking in early allows you to select your preferred seat (window, aisle, exit row) without paying seat selection fees. We recommend setting a reminder for when check-in opens for your specific flight.

You will typically need:

• A valid passport (check expiry — minimum 6 months validity required for most international routes)
• Your boarding pass (printed or on your mobile device)
• Any required visas, entry permits, or travel authorizations (ESTA, eTA, etc.)
• Health documentation if required by the destination country

If you are unsure about entry requirements for your specific destination, our agents are available 24/7 at (800) 123-4567 to advise you.