What an agency can and cannot do for you
People are often bounced between an airline and an agency, each saying the other has to fix it. Usually one of them is right. This page explains which.
Who holds the ticket
Whoever issued the ticket controls it. That seller can reissue it, refund it, add services to it and see its full history. Everyone else — including us — can see nothing and change nothing. The airline can operate the flight and act on the day of travel, but will normally refuse to alter an agency-issued ticket before then.
The issuing seller can
- Reissue, reroute or cancel the ticket.
- Process a refund back to the original payment method.
- Add or correct passenger details where the fare permits.
- Add bags, seats and other services.
How we handle these requests
If you contact us about a booking made elsewhere, we will say so immediately rather than opening a case that goes nowhere. We will tell you who to contact, what to ask for, and what a reasonable outcome looks like. If you want us to price an alternative, we will — and we will be clear that it is a new ticket, not a fix to the old one.
AFS. Support on this site does not extend to bookings issued by airlines or other agencies. Reach us on (855) 820-3470 or [email protected].