Frequently Asked Questions - FLIGHTS
1. What is your billing currency and what currency is the fare price quoted in?
2. How do I make changes to my flight booking or my profile?
3. How do I make flight bookings for infant(s)?
4. How can I add a stop over city/ies to my flights?
5. How do I enter my frequent flyer number, meal requests and seat preference?
6. Can I cancel my flight booking?
7. Can I make a booking for and on behalf of someone else?
8. Do I need to reconfirm my flights?
9. Are those departure and arrival times shown in each city local?
10. What should I do if the name on my ticket is different than my passport name?
11. Can I have an open-dated ticket?
12. What should I do if I didn’t receive any confirmation e-mail in relation to my flight booking?
13. Do I have to enter my names as shown in my passport for flight booking?
14. What is the maximum number of seats I can book for one reservation?
15. Does my flight booking qualify for Frequent Flyer Points?
16. Will all of my traveling companions be seated together during our flights?
17. Can I book flights from Asiatravel.com when I am living overseas?
18. Can I book flights from Asiatravel.com for all departure cities in the world?
19. Can I book flights through the phone or at your Ticketing Office?
20. Must I accept the new flight itinerary offered as a result of flight schedule change?
21. If my computer hangs during the booking process, how can I confirm whether my booking was successful?
22. Why does my itinerary say there are seats available, but when I go to reserve them it says none are      available?
23. Why am I unable to access Asia Travel’s site?
24. I purchased travel insurance earlier but now I need to change my flight. What should I do?


TICKETING FAQ's - Go Back<<


1. What is an Electronic Ticket? (E–Ticket)?
2. How do I know if my flight booking is confirmed?
3. When and how will I get my air ticket?
4. Which ticketing office to contact?
5. What should I do if I want to make changes to my ticket?
6. Can I purchase multiple flight itineraries or round-the-world tickets on-line with you?
7. How do I know the total cost for my flight bookings are inclusive of taxes, surcharges and fees?
8. Are all my airport taxes and surcharges already been paid for?
9. Why the current online airfare is different to the one I have already paid for earlier?
10. Why do my tickets appear to carry additional restrictions?
11. What does “non-refundable, non-exchangeable and non transferable” mean?
12. Where do I check the rules and conditions for my airfares?
13. What does it mean when a flight number has one airline’s name but the flight is actually operated by      another airline?
14. What will happen to My Booking if I do not come and pay for it?
15. Do I need to change my ticket as a result of flight schedule change?
16. What should I do if I cannot travel on the day of my departure?
17. What should I do if I lose my paper ticket?
18. Where is Asiatravel.Com office?


PAYMENT FAQ's - Go Back<<


1. How can I pay for my flight booking?
2. Why is the fare amount printed on my ticket different from the amount I paid?
3. Will charges be billed to me once I enter my credit card details on-line?
4. Is it safe to provide my credit card information safe in your Booking Engine?
5. How do I get my refund of unutilized tickets or document?
6. How long does it take to process refund after cancellation of my transaction?
7. Why do I get “payment is unsuccessful” when paying online?
8. Why is there additional charges appearing on my visa statement?


DOCUMENT FAQ's - Go Back<<


1. What are the standard procedures for airport check-in?
2. What documents and documentation are required for my travel?
3. Does children and infants require passport to travel?
4. What is the minimum validity before passport expiry date on my passport to travel?
5. What will you do with my personal information?
6. Where can I find information on Travel Advisory?


Q: What is your billing currency and what currency is the fare price quoted in?

A: The fare price displayed on the flight search result is the billing currency that you will be billed in. We have     included a currency converter which allows you to preview the fare in your desired currency. Please note     however that this conversion tool is for viewing purposes only. You will still be billed in the billing currency     as indicated.

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Q: How do I make changes to my flight booking or my profile?

A: When a flight booking is confirmed, an email confirmation is sent out to you from our ticketing office that is     nearest your departure city. The ticketing office is also your Customer Service Centers for all future     correspondence with regards to change request, cancellation, updating of profile, meal request, enquiry on     any travel related matters, etc. Alternatively, you may also send an email to Flight Support for assistance     or use My Booking account to forward us your information.

    Changes will be subject to the fare conditions of the ticket you purchased. Fare conditions can be viewed     through “Ticketing Conditions” link before purchasing. For tickets that permit changes, it will be subjected     to Asiatravel.com administration fee and Airlines handling charges.

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Q: How do I make flight bookings for infant/s?

A: Flight booking for infant/s cannot be processed online. Please contact our Customer Service Centers     that is nearest to your departure city for assistance OR send an email Flight Support and provide following     information:

    - Name as Shown in Passport
    - Date of Birth
    - Booking Reference Number of Adult Passenger
    - Passport Details

    Note: What is “Infant passenger”: A child that is below 2 years of age at time of traveling (Whole Journey)     without occupying a seat, and must be accompanied by an adult passenger. If the infant turns 2 during     the travel period, i.e. before you use the return journey of your flight, the infant must travel on a child's     fare. Please be advised that infant passenger is not allocated a seat and must travel on adult's lap.

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Q: How can I add a stop over city/ies to my flights?

A: Stopover cities cannot be processed online. Please contact our Customer Service Centers that is     nearest to your departure city for assistance or email to Flight Support and provide following information:

    - Name as Shown in Passport
    - Date of Birth
    - The Booking Reference Number that you are earlier confirmed on
    - Passport Details

    Note: First, check if the fare you are booked on allows the stopover. Fare conditions can be obtained by     clicking on the "Ticketing Conditions" link on the flight search result page.

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Q: How do I enter my frequent flyer number, meal requests and seat preference?

A: Our current flight booking system does not allow you to enter your frequent flyer number, meal request or     seat preference. However, you may submit these information or request to our ticketing office once your     flight booking is confirmed. Which ticketing office to contact? When a flight booking is confirmed, an email     confirmation is sent out to you from our ticketing office that is nearest to your departure city. The     ticketing office is also your Customer Service Centers for all future correspondence in regards to change     request, cancellation, updating of profile, meal request, seat preference, enquiry on any travel related     matters, etc. Alternatively, you may also email to Flight Support for assistance or use My Booking     account to forward us your information.

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Q: Can I cancel my flight booking?

A: Yes, cancellation is permitted. However, depending on the fare conditions of your ticket, some ticket are     not refundable. Always check the fare conditions before purchasing your ticket. Fare conditions are clearly     displayed and can be viewed through “Ticketing Conditions” link before purchasing.

    For tickets that are refundable, please contact our ticketing office for assistance. Which ticketing office to     contact? When a flight booking is confirmed, an email confirmation is sent out to you from the ticketing     office that is nearest to your departure city. The ticketing office is also your Customer Service Centers     for all future correspondence in regards to change request, cancellation, updating of profile, meal request,     seat preference, enquiry on any travel related matters, etc, etc. Alternatively, you may also email to      Flight Support for assistance or use My Booking accountto forward us your information.

    Cancellation must be made at least 24 hours prior to your scheduled flight departure date. Cancellation if     permitted by airline is subject to airline penalty fee. Ouradministrative fee is S$30.00 per passenger. If you     are holding a paper ticket, please return the ticket to our Ticketing Office as soon as possible in order for     us to file a refund with the airlines.

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Q: Can I make a booking for and on behalf of someone else?

A: Yes, you are allowed to make payment on behalf of another passenger. However, for payment on behalf,     we will require the credit cardholder to authorize payment on behalf of traveling party/guest by completing     and signing the Credit Card Authorization Form and return to us via fax along with a photocopy of the front     and back of the credit card.

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Q: Do I need to reconfirm my flights?

A: Reconfirmation is not required for some airlines. However, you are strongly recommended to reconfirm your     flights directly with the airlines at least 24 hours prior to your departures. This is to ensure that you are     made aware of any changes by airline if any, such as change of flight numbers, change of departure /     arrival times, or terminal.

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Q: Are those departure and arrival times shown in each city local?

A: Yes, all times shown are local times in each respective city.

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Q: What should I do if the name on my ticket is different than my passport name?

A: You must immediately contact our ticketing office for assistance. Which ticketing office to contact? When     a flight booking is confirmed, an email confirmation is sent out to you from the ticketing office that is     nearest to your departure city. The ticketing office is also your Customer Service Centers for all future     correspondence in regards to change request, cancellation, updating of profile, meal request, seat     preference, enquiry on any travel related matters, etc, etc. Alternatively, you may also email to Flight      Support for assistance or use My Booking account to forward us the amendments.

    Please note that change of name is subject to airline penalty fee and our administrative fee of S$30.00     equivalent per passenger.

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Q. Can I have an open-dated ticket?

A: Our Booking Engine will not accept open-dated booking, as most Airfares required both the departure and     return sectors. You must enter a date closest to your desired return date in order to process your booking.

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Q: What should I do if I didn’t receive any confirmation e-mail in relation to my flight booking?

A: Write to Flight Support or contact our Customer Service Centers that is nearest to your departure city     and furnish the following information:

    - Your email address used when making the booking
    - Name of the person traveling on the booking 
    - Departure and destination cities 
    - Date of travel

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Q: Do I have to enter my names as shown in my passport for flight booking?

A: Yes, names appeared in your flight ticket must match your passport names. However, maximum name     space for air ticket been constrained to 29 Characters including title and spacing between names. If it     exceeds this limit, you will need to first enter your surname or family name in full, follow by the first     alphabet of each of your given names. You may also omit names such as; “Bin”, “Binte”, “Daughter of” or     “Son of” from your flight ticket name if necessary.

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Q: What is the maximum number of seats I can book for one reservation?

A: Our search engine is able to accept up to a maximum of nine (9) adult and child passengers in one     reservation process. However if you have a party of more than nine passengers, please contact our     Customer Service Centers that is nearest to your departure city for assistance. --------------------------------------------------Top---------------------------------------------------  
Q: Does my flight booking qualify for Frequent Flyer Points?

A: Qualification for Frequent Flyer Points will depend on the type of ticket you purchased. Fare conditions can     be obtained by clicking on the "Ticketing Conditions" link on the flight search result page. If your fare type     qualifies for the Frequent Flyer Points, you may contact our ticketing office to enter your membership     number into the airline system. Which ticketing office to contact? When a flight booking is confirmed, an     email confirmation is sent out to you from the ticketing office that is nearest to your departure city. The     ticketing office is also your Customer Service Centers for all future correspondence in regards to change     request, cancellation, updating of profile, meal request, seat preference, enquiry on any travel related     matters, etc, etc. Alternatively, you may also email to Flight Support for assistance or use My Booking      Account.

    Alternatively, present your frequent flyer membership details to the airlines check-in personnel at the     airport. Please note that frequent flyer programs are owned by the individual airlines and are subject to     individual airline policies. 

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Q: Will all of my traveling companions be seated together during our flights? 

A:  Normally, airlines will try to seat all members of the traveling party within a single booking reference     together. However, it is advisable to contact the airlines concerned to request for pre-seating     arrangement. If booking has been made separately, you may wish to check-in together at the airport and     inform the check-in staff of your seating preference. Alternatively, please contact our ticketing office to     help you make the arrangement. Which ticketing office to contact? When a flight booking is confirmed, an     email confirmation is sent out to you from the ticketing office that is nearest to your departure city. The     ticketing office is also your Customer Service Centers for all future correspondence in regards to change     request, cancellation, updating of profile, meal request, seat preference, enquiry on any travel related     matters, etc, etc. Alternatively, you may also email to Flight Support for assistance or use My Booking     account to forward us your request.

    Note: Please note that seat requests are not guaranteed and will be on request basis only.

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Q: Can I book flights from Asiatravel.com when I am living overseas?

A: Yes, you can. E-tickets can be delivered via email regardless of the country you are residing in.

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Q: Can I book flights from Asiatravel.com for all departure cities in the world?

A: Yes. You can choose from our vast list of destinations with more departure cities being opened and     updated regularly.

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Can I book flights through the phone or at your Ticketing Office?

A: Our flight-booking engine is fully integrated with an E-Commerce business module. It empowered users to     search for the lowest possible fares with available seat inventory at time of booking. You are encouraged     to explore and transact through our website to enjoy these benefits directly. We do not make booking for     flights over the phone with the exceptions of infant booking, or if you encounter system error and unable     to proceed with your booking.

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Q: Must I accept the new flight itinerary offered as a result of flight schedule change?

A: Minor flight schedule change is quite common in the Aviation Industry and it does not constitute to a flight     delay, thus cancellation of ticket in such circumstance is consider voluntary and will attract applicable     charges by Airlines and Asiatravel.com. However, if major changes of flights or routes occur, you may be     able to change your itinerary to accommodate your needs or receive a full refund. Options of such will     solely be at the discretion of the airlines and are not under the control of Asiatravel.com. 

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Q: If my computer hangs during the booking process, how can I confirm whether My Booking was      successful?

A: If you do not see a confirmation screen before your computer hangs or before your internet connection is     disconnected, it is likely that your booking is not completed. We suggest you to try again. However, if a     booking reference is generated, you may check your booking status using My Booking account .

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Q: Why does my itinerary say there are seats available, but when I go to reserve them it says       none are available?

A: Availability can change between the time an itinerary is created and the ticket is reserved or purchased.     Tickets are constantly being sold around the world, so a flight can be sold out minutes after your search.     The same applies to hotel rooms and car rentals.

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Q: Why am I unable to access Asia Travel’s site?

A: The difficulty you are experiencing could be related to issues of Connectivity, Internet Service Provider     (ISP) or System Updating which generally should not last for more than 10 minutes. Please try again at a     later time or contact Customer Service Centers.

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Q: I purchased travel insurance earlier but now I need to change my flight. What should I do?

A: Any revision or amendment of flight itinenary, kindly contact Mondial Assistance at +(65) 6325 4410 or     email to asiatravelsales@mondial-assistance.com.sg to ensure you receive the appropriate cover for     your trip.

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Q: What is an Electronic Ticket? (E–Ticket)

A: Electronic Ticket (e-ticket) is a paperless ticket. Unlike paper ticket that must be presented to airport     check-in staff for acceptance to boarding, an e-ticket is stored in airlines’ system and can be retrieved     electronically for Check-in to flights. However, it would be advisable to bring along a printed copy of your     e-ticket for faster check-in process or upon request for viewing by the airline staff. Electronic ticket     record/s can be retrieved by names, passport number and/or ticket number.

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Q: How do I know if my flight booking is confirmed?

A: Once you click “finalize your booking” button, you will see a confirmation page showing our Booking     Reference Number, your name, flight itinerary, ticket price, the airline confirmation number. We will also     send you an email bearing the same confirmation page. Alternatively, you can view your booking     confirmation via My Booking Account.

    In case you did not receive your email confirmation, we suggest you to check your email Spam Folder

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Q: When and how will I get my air ticket?

A: Upon full acceptance and successful clearance of payment process, e-ticket will be forwarded to you via     email and generally it is send within the next 24 hours. A slight delay may occur if payment process is     made during a holiday period or over the weekend. Any delay in the issuance of ticket if any will be     informed to you by email. In theevent your flight booking is with an airline that is not e-ticketable, paper     ticket will be ssued instead. Paper ticket can be delivered to you by local/overseas courier (courier charges     apply). Alternatively, you can pick up your paper ticket in person at our ticketing office. 

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Q: Which ticketing office to contact?

A: When a flight booking is confirmed, an email confirmation is sent out to you from the ticketing office that is     nearest to your departure city. The ticketing office is also your Customer Service Centers for all future     correspondence in regards to change request, cancellation, updating of profile, meal request, seat     preference, enquiry on any travel related matters, etc.

    Alternatively, you may also email to Flight Support for assistance or use My Booking Account to forward     us your amendments.

    Changes will be subjected to fare conditions of the ticket you purchased, and fare conditions are clearly     displayed and can be viewed through “Ticketing Conditions” link before purchasing. For tickets that permit     changes, it will be subjected to Asiatravel.com administrative fee and Airlines handling Charges. --------------------------------------------------Top---------------------------------------------------  
Q: What should I do if I want to make changes to my ticket?

A: Contact our ticketing office for assistance. 

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Q: Can I purchase multiple flight itineraries or round-the-world tickets on-line with you?

A: Yes. You can make multi-destination bookings as well as Open-Jaw bookings.

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Q: How do I know the total cost for my flight bookings are inclusive of taxes, surcharges and fees?

A: Once you have selected a flight itinerary, you will be shown the applicable fares and breakdown     components of taxes, service fee and charges.

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Are all my airport taxes and surcharges already been paid for?

A: All collectable taxes and surcharges are included in your tickets. However, some local taxes and     surcharges in some countries cannot be collected with the ticket and must be paid at the departure point     in local currency. Click http://travelcentre.iata.org to find out more information on locally paid     Airport tax, i.e. departure tax, by destinations. --------------------------------------------------Top---------------------------------------------------  
Q: Why the current online airfare is different to the one I have already paid for earlier?

A: Our search engine display real time fares with matching seat inventories according to the date and flight     being selected. It is possible that seat inventory with lower sales fares became available again after you     have completed your transaction. However, the reverse can happen too, the fare will become more     expensive if cheaper seats are no longer available.

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Q: Why do my tickets appear to carry additional restrictions?

A: Special fares offered by airlines are subjected to terms and ticketing conditions. You are encouraged to     read through the “Ticketing Conditions” link carefully before purchasing.

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Q: What does “non-refundable, non-exchangeable and non transferable” mean?

A: - Non-refundable: Cannot be refunded but to follow the refund conditions set by airlines
    - Non-exchangeable: Cannot be exchanged for any other service required. 
    - Non-transferable: Cannot be transferred to another person

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Q: Where do I check the rules and conditions for my airfares?

A: Ticketing conditions are clearly displayed and can be viewed through “Ticketing Conditions” link before     purchasing.

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Q: What does it mean when a flight number has one airline’s name but the flight is actually     operated by another airline?

A: It means that both airlines have a code-sharing agreement with each other to transport passengers from     both airlines.

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Q: What will happen to My Booking if I do not come and pay for it?

A: Your booking will be cancelled within 24 hours from booking made, and if you wish to rebook your flights,     Asiatravel.com cannot guarantee the availability of the same price and seat.

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Q: Do I need to change my ticket as a result of flight schedule change?

A: Normally, you are not required to change your ticket due to flight schedule change, unless routing of flights     are affected and also been changed. In such case, our ticketing office will be in contact with you should a     new ticket is required.

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What should I do if I cannot travel on the day of my departure?

A: You must notify the airlines directly or inform our ticketing office to cancel your flight(s) at least 4 hours     prior to your flight departure to avoid no-show penalty fee implemented by carriers. Please note that some     tickets do not allow refund or change of flight, and such ticket is considered Null, Void and Invalid. Other     tickets may incur additional charges for use at dates other than ticketed flight dates.
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What should I do if I lose my paper ticket?

A: You must have the following for the airline concerned to issue you a new set of ticket:

    - Police Report
    - Form of Indemnity (Obtainable from Airline office)

    Please note that Replacement of airline ticket can only be issued by the carrier concerned and subject to     their handling charges. Some airline may not allow replacement of ticket and required you to purchase new     set of ticket.

    If you lose your ticket at destination other than Singapore, you must contact the airlines’ local office     directly to go through the lost ticket reporting process.

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Q: Where is Asiatravel.Com office?

A: To view Asiatravel.com Worldwide Ticketing Offices click here Customer Service Centers

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Q: How can I pay for my flight booking?

A: We provide 3 different payment options:

    - Pay online with Visa or Master Card - your credit card will be charged upon confirmation of your booking.
    - Select Phone Option – to call our ticketing office and provide us your visa or Master Card details over       phone within 24 working hours or by end of next working day.
    - Select office Option – to come to our office and pay in person by Visa, Master Card, nets, cash within 24       working hours or by end of next working day.

    Note: Please note fares and taxes are not guaranteed until full payment is received.

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Q: Why is the fare amount printed on my ticket different from the amount I paid?

A: Airline ticket has to be issued in accordance to airlines’ ticketing requirements, thus the fare amount     printed on your ticket may be different from the actual fare amount you have paid (as shown in your     booking summary). 

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Q: Will charges be billed to me once I enter my credit card details on-line?

A: If you choose online payment option, charges will be billed to your credit card account immediately after     you complete the purchase. 

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Q: Is it safe to provide my credit card information safe in your Booking Engine?

A: We place utmost importance to keep your data safe and secure under our Security Measures. Your credit     card details are encrypted through the use of SSL (Secure Socket Layer) technology when transmitted     online. We have also obtained a digital certificate from Thawte; a recognized industry leader in providing     SGC enabled certificates. To preview Asiatravel.com complete Privacy Policy, please click here policy.

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Q: How do I get my refund of unutilized tickets or document?

A: Ticket refunds are subjected to the term and conditions of the ticket purchased, and handling fees of     Asiatravel.com with Airlines’ applicable refund charges will be applied. Any legitimate refunds will be     credited to your credit card account directly (If credit card was used for payment earlier on). If cash     payment was made, refund can be cash collectable at the same ticketing office where payment was made     earlier on. 

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Q: How long does it take to process refund after cancellation of my transaction?

A: Asiatravel.com makes every effort to process your refund as quickly as possible. As payment process     varies with the product you purchased, the time for a refund credit to appear in your credit card account     depends on the product that was being purchased earlier on. 

    For air ticket, refund will generally takes from 2 to 5 months

    For hotel accommodation, refund will generally takes from 1 to 2 weeks

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Q: Why do I get “payment is unsuccessful” when paying online?

A: When you see the "payment is unsuccessful ", it means payment was rejected by your issuing bank which     may be due to:

    - The electronic link to your credit card company is temporary unavailable.
    - There is insufficient fund in your credit card.
    - Your credit card company has imposed a credit limit for online transactions.

    Credit card issuers in some countries, i.e. Hong Kong, imposed a credit limit for online transactions. As the     credit limit is often a small amount for security reasons, your online flight purchase will often exceeds this     amount. You will need to contact the card issuer to have your limit lifted in order to proceed.

    Alternatively, you can try again with another credit card to complete your purchase.

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Q: Why is there additional charges appearing on my visa statement?

A: Please be advised that credit card issuing banks may impose additional charges on all CROSS BORDER     transactions. CROSS BORDER transactions are defined as transactions whereby the country of the     cardholder's bank differs from that of the merchant.

    Please note that the additional charge is not imposed by www.asiatravel.com and neither do we benefit     from it. You are advised to seek further clarification from your credit card issuing bank should a CROSS     BORDER charge be applied to this transaction.

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Q: What are the standard procedures for airport check-in?

A: We recommend that you check-in at least 60 minutes prior to flight's departure for domestic travel and 2     hours prior to flight's departure for international travel. 

    You will need to present your passport and ticket at the airline check-in counter to obtain your boarding     pass. For those travelling with e-tickets, please print a copy of your itinerary or e-ticket receipt as airlines     may request to view.

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Q: What documents and documentation are required for my travel?

A: Your Passport must have a minimum validity of 6 months from your return flight date, Visa or Transit visa (if     applicable) to your destination countries, Vaccination Certificate for traveling to countries in areas affected     by Cholera, Yellow Fever, Malaria, etc. You are advised that Non Compliance to the applicable entry     requirements will result in denied boarding by the airline or denied entry by the Health or Immigration     Authorities.

    Asiatravel.com strongly urged that you refer to World Health Organization for general information and     always check with your doctor before embarking on your journey.

    As for traveling pregnant ladies, you must check with the airlines directly for flight bound requirements.     Most airlines required medical clearance for pregnancy of 32 weeks and beyond. Some countries also have     entry restrictions in placed on foreign pregnant woman; please check with the embassy, high commission or     consulate office concerned directly.

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Q: Does children and infants require passport to travel? 

A: Yes, and you must always check with the passport authority of your country for more information as some     countries, e.g. Australia, requires each child, including a newborn infant, to have a passport issued.

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Q: What is the minimum validity before passport expiry date on my passport to travel?

A: Your Passport must have a minimum validity of 6 months after your intended return flight date.

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Q: What will you do with my personal information?

A: All personal information you provide on our flight booking form is necessary for the completion of your     booking/s and will be provided to the airline. Additionally, due to upgraded security measures imposed by     authorities worldwide, Advance Passenger Information is also made mandatory during flight booking     process.

    Periodically, we may also send you (if you have authorized and opted-in to receive) our newsletters, latest     updated information about airlines’ special fare sales, Asiatravel.com’s exclusive Hot-Destination specials or     other travel-related news for your more informed decision making. --------------------------------------------------Top---------------------------------------------------  
Q: Where can I find information on Travel Advisory?

A: For up-to-date travel advisory and information, please consult your country’s foreign affairs department.

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