| Answers |
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| 1. What happens after making a booking at TerminalA.com? How do I know if my ticket has been issued? |
When making a Booking at www.TerminalA.com, at step 5, you can check if your Booking has been confirmed and see the corresponding confirmation codes. After you have completed the purchase process at www.TerminalA.com, you will also receive a Booking confirmation e-mail including the same confirmation codes. If you stated that you would pay through bank transfer, the e-mail will include the information about the maximum payment term, usually 24 or 48 hours. If we don’t receive your payment within that term, your Booking will be cancelled and probably the fare will change.
After verifying your payment, you will receive a second e-mail confirming the issuance of your ticket and including the receipt and the ticket information.
VERY useful suggestions:
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It is essential that you reconfirm your flight 24 hours before departure. This can be done by calling the airline company or http://www.checkmytrip.com (for location codes generated by Amadeus). The departure times may be modified by the airline companies.
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We suggest you give us you mobile phone number, so we can contact you by SMS message, if necessary, due to payment processing problems, changes on the flights or other reasons.
Amadeus is a systems used by the airline companies to store all the information about flight tariffs, available seats and reservations made. The codes that identify your reservations and tickets are generated by one of these systems and provided to you by Terminal A.
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| 2. Separate charges made by Terminal A and the airline company |
You can often see more than one charge related to your purchase in your credit or debit card. This happens for two reasons: (a) separate charges made by Terminal A and the airline company and (b) temporary withholdings made by the bank.
A) Separate charges made by Terminal A and the airline company:
Frequently, the purchase You make includes several payment concepts which are generally divided into two separate charges, one made by the airline and other one made by Terminal A.
The charges made by the airline include:
The charges made by Terminal A include the sum of the all the other concepts (except for the Terminal A discount which is subtracted from the sum total):
- Our Service fee
- Insurance charges (optional, only if You have hired an insurance)
- Terminal A discount: this amount is a discount, not a charge, and it is equivalent to the percentage of the airline commission.
The charge made by Terminal A will include all these concepts except for the Terminal A discount, which will be subtracted from the sum total. Terminal A charges plus airline charges will always be the total amount You’ll see on the website when making a Booking.
B) Temporary withholding made by the bank:
Some Banks can temporarily block the amount available in your account until the definitive charge is made and then they revert the temporary charge. That is to say, You will temporarily see duplicated charges, and one of them will then be reverted by your bank.
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| 3.
I haven’t received the confirmation of my Booking. What shall I do? |
If you haven’t received a confirmation e-mail within 2 hours, probably your mail inbox is not working properly or some unwanted mail filter is blocking mails from Terminal A.
In that case, please, use the form provided in our Customer Service section to send us a message indicating your mobile number and an alternative e-mail address where we can contact you.
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| 4. Bookings made for third parties (the person who pays the ticket is not one of the passengers) |
You can make a Booking even if you are not one of the passengers. Terminal A reserves the right to review and authorize such Booking or not. In these cases, Terminal A requires an express authorization from the purchasor and a legible photocopy of the holder’s credit card and ID booklet or passport. These documents shall be sent by fax.
In order to ensure that the Booking is processed, it is essential that you give us a mobile phone number so that we contact you by SMS message in case it is necessary to process the payment.
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| 5. Flights to the United States with e-tickets |
If you fly to the United States, please visit the following site and print the corresponding documentation:
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If your confirmation code is from Amadeus: visit
http://www.checkmytrip.com and print the itinerary
For both cases you can choose Spanish language, if available.
The Electronic Expense Receipt or e-ticket receipt could be required, according to the Security regulations in force in the United States. We suggest you print the documents above mentioned, confirmation e-mail and the Terminal A receipt and attach them to the trip documents.
Amadeus is a system used by the airline companies to store all the information about flight fares, available seats and Bookings made. The codes that identify your Bookings and tickets are generated by this system and provided to you by Terminal A.
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| 6. Ticket forms of payment |
You can pay your tickets with credit or debit card or through bank transfer.
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| 7. Payment through Bank Transfer |
If you decide to pay through bank transfer, you will receive the account information necessary to make the transfer after making the Booking through the website and in the confirmation e-mail. You must make the payment within the term indicated in the Booking confirmation e-mail so as not to loose the Booking.
If You do not make the payment and send us the corresponding fax within the said term, we won’t be able to issue your ticket and your Booking will be cancelled.
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| 8. Does Terminal A need a signed authorization in order to charge the tickets paid with credit card? |
Terminal A will often require an express authorization from the purchasor and a legible photocopy of the holder’s credit card and ID booklet or passport, in certain cases. These documents shall be sent by fax.
Some frequent cases where sending these documents is usually required are:
- When the total amount of the confirmed Booking is equal or greater than one thousand (1,000) Euros.
- When the holder of the credit card that was used as form of payment is different from the name of the passenger indicated on the Booking
- Other
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| 9. What is an electronic ticket? What advantages does it have? |
The difference between an electronic and a “normal” or paper ticket is that the electronic ticket is registered directly and safely by the airline company and no paper documents or tickets are generated. Your electronic ticket is identified by a location code generated by Galileo or Amadeus and given to you by Terminal A. You will always have at least one of these location codes and in some cases you will have both –one by Galileo and the other one by Amadeus.
In comparison to a paper ticket, the electronic ticket has important advantages:
- It is cheaper
- Once we authorize your payment and send you the receipt by e-mail, You will already have everything you need to fly!
- You can’t loose it
- There is no paper usage, thus there is no damage to the environment
If you want to check the authenticity of this code, you can do so by entering the computer systems of the airline companies, entering your booking code and your surname without spaces.
For your own safety and convenience, you can print the “Electronic Expense Receipt” and the itinerary from www.checkmytrip.com, with your Amadeus confirmation code). This way you will always be able to remember your itinerary and will have your confirmation codes available. These documents might be required if you travel to the United States; in that case it is mandatory that you print them.
With your electronic ticket, it is not necessary to show any document as written proof before departure, you simply have to show this code (or Booking code) and identify yourself in order to receive your boarding pass at the airline company counter on the departure day. You will not need or receive any physical documentation when you have an electronic ticket!
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| 10. I have bought a ticket and there is a double charge on my credit card. Why is that? |
If you have paid a ticket with a debit card, there will be a temporary double charge on your card. This double charge is a withholding of the total amount of the ticket and another charge for the total amount of the ticket.
The withholding will automatically disappear within a period of one week to one month. This temporary withholding exists in every travel agency and is related to the operations among banks, the debit card issuers and IATA.
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| 11. Is it possible to cancel a Booking after having bought the ticket? Can I ask for a refund? |
The Bookings are definitive. Terminal A will issue all booked tickets. Terminal A does not cancel Bookings because it issues the tickets after the Bookings are made, usually automatically after verifying the credit card or the payment through bank transfer. If you are not able to travel You should ask for a Refund or use your Cancellation Insurance if it is applicable. In order to get your money back in case of unforeseen circumstances such as health problems, we suggest you contract the Cancellation Insurance whenever available.
Refunds are effected by the airline companies and are subject to fare conditions. The cheapest fares, also known as discount fares or “Tourist with Restrictions” fares (identified in the website as “CHANGE/REFUND RESTRICTED” under step 2 of fare regulations) usually ARE NOT refundable. Terminal A suggests you purchase the Cancellation Insurance, if it is available. Terminal A charges an extra 15 € charge for refund processing plus the charge that the airline company might establish.
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| 12. Can I modify my booking? |
You can ask for changes by sending a message to the Customer Service section. In most cases, the airline companies charge extra expenses for making any kind of changes.
In certain cases, especially those of cheap fares or discounts, the airline companies don’t accept any changes or the cost of these changes are the same as the cost of the ticket. Apart from the costs charged by the airline company in relation to the changes made, Terminal A will charge additional administrative fees per passenger. You can see the charges for the service and the changes under General Conditions.
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| 13. How can I modify a surname in a booking? |
In most of the cases, especially those of the cheapest fares or discounts, it is impossible to change the surname in an existent Booking, or such a change implies the total loss of the amount paid for the original ticket.
In those cases we must cancel the existent Booking and issue a new ticket, and all related expenses are charged to the purchasor. At best, those expenses will include the airline company cancellation and management fees and Terminal A management fees, usually of 10 €.
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| 14. What documentation do I need to travel? |
| For domestic flights you will only need your ID Booklet, but sometimes your passport will also be necessary. For flights within the Schengen countries, your ID Booklet is valid only if it hasn’t been temporarily revoked. For the rest of the world your passport is mandatory and, depending on the destination country, you might also need a visa. |
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| 15. Who is responsible for having all the documentation necessary to travel? |
The competent administrative authorities will inform you about all the specific documents necessary to travel (passport, visa, vaccine certificates, etc). It is your responsibility to have all these documentation.
If you are denied to board because you don’t have the documentation necessary to travel, you will have no right of receiving any kind of refund. The passenger is solely responsible of having the adequate documentation. |
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| 16. What shall I do if I have failed to complete the booking? |
YIn some cases there are certain inconveniences with the Booking systems of airline companies that may stop you from completing the Booking. Terminal A does not store the payment data provided by the client. You will keep your user and password, but under no circumstances do we to store any information about your credit card or any other form of payment.
We suggest you write us a message through the Customer Service section so that we can process your Booking.
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| 17. What shall I do if I have mistaken the date or the time? |
It is essential that you don't make a mistake with the date, time, passenger’s names or information regarding your Booking since we often issue the tickets automatically.
But if You make a wrong Booking, we suggest you immediately write us a message through the Customer Service section so that we can go through the corresponding formalities with the airline company and reduce the costs of a possible cancellation to the greatest extent, if possible.
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| 18. What shall I do if I haven’t seen the final confirmation page? |
If You haven’t seen the final confirmation page, your Booking has not been made and your data has not been stored. In that case, we suggest you write a message to us through the Customer Service section telling us your name, surname, mobile phone number and the itinerary you have been trying to book.
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| 19. What shall I do if I haven’t received the confirmation e-mail? |
If You haven’t received a confirmation e-mail, please write a message to us through the Customer Service section indicating to us your mobile phone number (essential) and a fixed line phone number where we can easily contact You.
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| 20. How are children passengers’ Bookings made? |
When searching your flight, you must specify the amount of every type of passenger: adults, children and infants. In order to make the Booking, we will ask for the children’s age and IDs or passports. Remember that passengers under 14 or 16 years old (depending on the airline company) must be accompanied by an adult.
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| 21. How do I ask for a receipt? |
You will receive a receipt automatically by e-mail when your ticket is issued. If you do not receive it, please write a message to us through the Customer Service section.
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| 22. What do I have to do when I arrive at the airport? |
You must go to the check-in counter of the airline company and show your ID booklet or passport and inform the location code.
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| 23. What do I have to do to place a complaint or suggestion? |
Please write a message to us through the Customer Service section.
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| 24. Terminal A fax numbers – Bank transfer receipt by fax delivery |
Please send us a fax with the bank transfer receipt preferably to +34 93 520 7099. If you can’t contact that number, please use this number: 0845 3510028.
Terminal A requires that bank transfer receipts are sent by fax to the numbers above mentioned, within 24 hours after making the Booking.
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