Frequently asked questions
- How can I make a flight booking?
- I've chosen a flight, but the fare is no longer available for booking. What should I do?
- What is the latest time which I can book an airline ticket?
- How can I be sure that my booking was successful?
- I made a flight booking but I didn't receive the confirmation email. What should I do?
- I received the confirmation email but there are errors. What should I do?
- How will I receive my e-ticket?
- Can I book a flight ticket over the phone or via email?
- Will I pay any additional fee for phone or email booking?
- Can I make a group booking?
- Do infants receive their own tickets?
- Why aren't my passport details asked?
- "Mrs" instead of "Miss". Is it correct?
Payment and charges
- How can I pay for a flight booking?
- When is my credit card charged?
- Is it safe to fill in my credit card details? How safe is the tripsta.sg website?
- Can I book a flight ticket for another person using my own credit card?
- Will I be charged in Singapore Dollar (SGD)?
- There is a charge on my credit card but I haven’t received a confirmation email. Is my booking successful?
- What is a pre-authorization and how will the hold on my credit card be released?
- I would like to make a new booking but there is a hold on my account. Is it possible for the hold to be released immediately?
- Can I book a ticket for unaccompanied children?
- What should people with disabilities and people with reduced mobility do in order to travel by plane?
- I want to have a specific meal on board, e.g vegetarian meal. What do I have to do?
- I would like to add to my booking wheelchair assistance. What do I have to do?
- I would like to take my pet with me. What should I do?
Changes and Cancellations
- Can I change my flight booking?
- Is there a change fee?
- Can I change the passenger’s name?
- Can I cancel my flight booking?
- Is there a cancellation fee?
- After how long will I receive my refund?
- What happens if an airline changes or cancels a flight schedule?
- I wish to modify or cancel my booking but my flight is carried by multiple airlines. Which terms apply in this case?
- How can I change or cancel my issued receipt/invoice?
Check-in and Boarding
- Do I have to confirm the departure time of my flight?
- What documents do I need apart from my e-ticket, in order to travel?
- Do children need any travel documents?
- How can I check in?
- Can I choose my seat arrangement?
- Where do infants sit?
- How are the age categories defined usually by the Airlines?
- What are the categories of classes in a plane?
- What are the limits and dimensions of luggage/baggage?
- What am I not allowed to carry in my baggage?
- Can I take my laptop in the aircraft?
- Can I carry electronic equipment on board with me?
- I would like to take special equipment with me, e.g. ski equipment. What should I do?
Frequent Flyer Program
- What is the Frequent Flyer Program (FFP)?
- How can I join a Frequent Flyer Program?
- I own a Frequent Flyer card and I want to make a flight booking with tripsta.sg. Will I lose my benefits?
- I have a frequent flyer program of a different airline than the one I am flying with. Can I still use it?
Low Cost Airlines
- Will I receive a low-cost e-ticket after booking?
- I have booked with a low-cost airline. Is web check-in required?
- I am flying with a low-cost airline. How do I add baggage?
- Do low-cost airlines offer business or first class seating?
Booking Procedure Back to top
How can I make a flight booking?
In our flight search mask you will have to enter the details of your trip (destination, date, number of passengers).
All combinations of flights are displayed beginning with the most economical fare. Few simple steps will follow requesting personal information.
I've chosen a flight, but the fare is no longer available for booking. What should I do?
Such situation may occur when:
a)The last available seat of the actual flight or fare you have chosen was sold while you were in the process of making the booking.
It should be noted that before you receive a message confirming your booking, there is no guarantee that the flight you chose is still available.
b) Seats which are no longer available are still displayed on the seat-reservation system due to insufficient time for the system to reload.
Situations like this rarely happen.
However, in case you come along a similar situation through our system please contact us.
What is the latest time which I can book an airline ticket?
Flight bookings can be created on the same day of travel. However, the exact time period before the departure time will depend on the departure destination and local time of departure destination.
How can I be sure that my booking was successful?
Your reservation is successful once a page is displayed with the following message:
“Thank you for booking with us”
At that point you will also receive an automatic confirmation e-mail, consisting of your reservation number and all your booking details.
I made a flight booking but I didn't receive the confirmation email. What should I do?
If you have not received your confirmation email, it might be due to misspelling of the registered email address during the booking process or arrives in your junk or spam folder of your email provider.
Attention, if you do not find your connfirmation in your inbox, please check your spam or junk folder. If you still cannot find the confirmation email, kindly contact us.
I received the confirmation email but there are errors. What should I do?
If you find errors in your confirmation email, please contact us as soon as possible. Amendments however are not always possible or might have extra cost.
How will I receive my e-ticket?
Flight tickets are only in electronic format (e-ticket) and no longer in printed form. The electronic ticket (e-ticket) is a digital file registered in a database of electronic tickets and this way it cannot be lost, forgotten or stolen.
Within 24-48 hours the e-ticket will be sent to your email address.
Can I book a flight ticket over the phone or via email?
Yes you can. For phone or email bookings, please contact us.
Will I pay any additional fee for phone or email booking?
Yes, for any booking created via phone or email there is a fee of aproximately $33.
Can I make a group booking?
You can book online up to 9 passengers. For group of more then 9 passengers, send your request by mail to our Customer Service.
Do infants receive their own tickets?
Yes, but tickets for infants are issued only when accompanied by an adult. The price is lower, normally consisting of a cheaper fare and the amount of taxes.
Why aren't my passport details asked?
Passport details are not requested from all Airlines and for all destinations.
If passport details are requested, either you will be asked to enter those during booking process or you will be contacted by Tripsta.
"Mrs" instead of "Miss". Is it correct?
Flight tickets with the characterization “Miss” is used only for minor female passengers until 12 years old. Starting at the age of 12, the nomination Mrs. is used.
Payment and charges Back to top
How can I pay for a flight booking?
Bookings can be completed online having as payment only debit or credit card. Acceptable cards are Visa, Visa Electron, Mastercard, American Express, Diners Club and Euroline. Please note that additional fees for credit card payments may arise. They will be shown before the completion of the booking in the price calculation.
When is my credit card charged?
Your credit card is charged after providing your credit card information, requested in the 5th step (Payment). In this step, your data is processed from our system after clicking the "Continue" button at the bottom of the screen.
Is it safe to fill in my credit card details? How safe is the tripsta.sg website?
Your credit card information is sent to us via a secure server. We use the most up-to-date and secure technology available, which encrypts your personal and credit card details.
The encryption method used is the standard technology “Secure Socket Layer” (SSL).
For extra safety, we use a firewall which protects our server and system from unauthorized access.
Can I book a flight ticket for another person using my own credit card?
Yes, you can make a booking for someone else by using your credit card. However, the credit card holder must provide his/her contact details (email and telephone number). It may happen that our customer service representative contact the credit card holder for some additional information.
Will I be charged in Singapore Dollar (SGD)?
Tripsta.sg is based in Greece.
Therefore, although when booking online you are quoted the amount payable in SGD, the charge may also be in euro.
Credit and debit card transactions are charged either in local currency or in euro. This depends on the type of credit/debit card you use to make a booking in our system.
You will be informed in which currency you will be charged (local or euro), at the payment step of the booking procedure. When you choose your credit card type from the drop down list, you can automatically see the currency and the exact amount in which you are being charged.
In case you are being charged in euro, the following apply:
At the last point of the booking procedure the total amount is shown in euro. The foreign exchange (FX) rates used for the conversion to Euro are updated daily and are derived from official sources.
Additional charges and/or different FX rates may be applied by the issuing bank.
There is a charge on my credit card but I haven’t received a confirmation email. Is my booking successful?
No, the air tickets you tried to book have not been confirmed, due to a temporary technical issue of the airline (s), in the itinerary you have selected during the booking procedure.
This resulted in a failed booking while a pre-authorization of the corresponding amount had already taken place.
What is a pre-authorization and how will the hold on my credit card be released?
A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit card and may occur during an online transaction. This could happen due to various reasons: miscommunications between multiple systems involved in the transaction, expired shopping session, delays in authorization of the payment from the bank of cardholder. The pre-authorization is not a charge but a bank practice of blocking the amount on the cardholder’s account until the clearing of transaction, in order to avoid unnecessary transfers between bank accounts. Therefore, you will not be charged if the transaction has failed.
Tripsta sends an automated cancellation request to the bank for the hold to be released. This request states clearly that our company will not charge the hold. It is the bank’s responsibility to release the hold from your account and it depends on its policy when you will have the blocked amount available on your account.
In any case, we advise you to contact your bank and ask for more information regarding this issue.
If you wish to proceed with a new booking, we advise you to try again from a different browser.
I would like to make a new booking but there is a hold on my account. Is it possible for the hold to be released immediately?
Besides sending a cancellation request for the failed transaction to your bank, Tripsta is not allowed to interfere with any bank procedures or policy, in order for the hold to be released sooner. Even after the request has been sent from our side, some banks may require to hold the amount, according to their policies. Hence, we strongly recommend that you contact your bank to ask for further information regarding this issue.
Special Requests Back to top
Can I book a ticket for unaccompanied children?
Children under the age of five (5) years are not allowed to travel without being accompanied by a passenger usually older than fifteen (15) years. Tickets can be issued for unaccompanied children, but only via phone. Every airline follows a different policy regarding unaccompanied children and for that reason we highly recommend that you contact the airline before booking the flight for your best convenience. Many airlines provide an escort service for children but the cost and requirements of such service are regulated by each airline. To ensure the safety of children (aged from 2 to 11 years) traveling alone, please contact us.
What should people with disabilities and people with reduced mobility do in order to travel by plane?
Disabled passengers and passengers with reduced mobility are obliged to inform the airline or the travel agent about the necessity and the nature of assistance at least 48 hours before the departure time.
The aid of an assistance dog is also ensured when requested, provided that the notification has been made in accordance with applicable national rules on assistance dogs’ transport, if they exist. Passenger have to be, 2 hours before the departure time at the airport either at the designated points for disabled passengers and passengers with reduced mobility or at check-in.
I want to have a specific meal on board, e.g vegetarian meal. What do I have to do?
In order to add a specific meal to your booking, please contact us.
I would like to add to my booking wheelchair assistance. What do I have to do?
In order to add wheelchair assistance, please contact us. Have in mind, a brief description will be requested as to why the wheelchair is needed.
I would like to take my pet with me. What should I do?
Regulations and procedures for transporting pets in the cabin, luggage storage areas of the aircraft vary depending on the airline and destination. For more information, we recommend you contact the airline operating your flight or us, before proceeding with a booking. If you have already made a booking please contact us.
Changes and Cancellations Back to top
Can I change my flight booking?
Changes depend upon the fare type and change policy of each airline. For any change enquiries or requests please contact us.
Is there a change fee?
Changes depend upon ticket and policy of each airline. However, there are many fares that cannot be changed, especially those offered by low-cost companies. For those that can be changed, the extra cost will consist of a penalty from the airline and any difference in fare and taxes between the new and old ticket. Depending on the service package selected, Tripsta might also charge change fee.
Can I change the passenger’s name?
Name changes are permitted rarely depending on the policy of the airline. We advise you to pay great attention as the name (name/surname) has to be entered exactly as it is written in the passport or identification card in Latin characters. Even if the name is wrongly entered, the system will proceed and issue the e-ticket automatically.
Can I cancel my flight booking?
For any cancellation enquiries or request’s please contact us. Please note that an Airline can cancel a your booking however the refund procedure will have to be processed by Tripsta.
Is there a cancellation fee?
Cancellation fees depend upon the fare type and cancellation policy of each airline. However, there are many fares that cannot be cancelled, especially those offered by low-cost companies. Depending on the service package selected, Tripsta might also charge cancellation fee.
After how long will I receive my refund?
In case of cancellation, refunds to the clients are processed only after the airline company itself has proceeded with the refund to tripsta.sg. The refund process usually takes up to 15 working days following the cancellation date. Due to bank procedures, though, any corresponding amount may take 7-10 extra days before appearing on your bank statement.
What happens if an airline changes or cancels a flight schedule?
Airlines are allowed to modify the schedules, hours, number of flight and even cancel flights. Our company will make every possible effort to inform you about any changes or cancellation within working hours and will try to reach you by email. In special cases and when needed, we may also contact you by phone. It should be noted that for any change in flight, the responsibility burdens exclusively the airline operating the flight and tripsta.sg bears none responsibility.
I wish to modify or cancel my booking but my flight is carried by multiple airlines. Which terms apply in this case?
Our ‘Best Price Mix’ offers the cheapest flight combination, therefore you may receive different ticket numbers with different airlines for each route of the trip.
Please note that for each separate ticket the terms of the specific airline apply.
How can I change or cancel my issued receipt/invoice?
You can send your request, here. In order to issue a new invoice/receipt, an additional cost of $15 will apply.
Check-in and Boarding Back to top
Do I have to confirm the departure time of my flight?
It is not mandatory to confirm the departure time of your flight. However, we recommend that you do, with the corresponding airline or the airport, since changes may arise in the flight of your choice.
Our office is making every possible effort to inform you about changes to flights, but in case there are problems with the weather, a strike or for any other reason affecting the flight (s) on your travelling day, you will have to contact the airline or airport directly.
What documents do I need apart from my e-ticket, in order to travel?
In order to travel each passenger should have official documents: passport, identity card (identification cards with latin characters are accepted in some cases). Travellers from some countries, depending on the destination, are obligated to issue a Visa/Transit Visa or ESTA. For this reason passengers have to become familiar with the required travel documents by contacting the Embassy. Furthermore, please note that for some destinations a minimum 6 months passport validity is required.
It is the passenger's responsibility to have the necessary documents for travelling.
Do children need any travel documents?
Yes. Just like adults, children need to have passport and visa, considering the country of destination, when traveling.
How can I check in?
You can either check in online through the airlines website providing information received in the e-ticket (24 hours before departure, either directly at the airport 2 hours before departure).
Can I choose my seat arrangement?
You can select your seat arrangment either through the Airlines' website either directly at the Airport before departure. In some special cases, airlines provide seating, that can be booked from us.
Where do infants sit?
Infants will sit on an adults lap. Please be aware that airlines permit only one infant per adult traveler. If you do not want your child to sit on your lap but in a separate seat please contact us.
How are the age categories defined usually by the Airlines?
Adults are usually considered to be passengers who are over twelve (12) years old.
Children are usually considered to be passengers between two (2) and eleven (11) years old.
Infants are usually considered to be passengers who are younger than two (2) years old.
What are the categories of classes in a plane?
Baggage Back to top
What are the limits and dimensions of luggage/baggage?
Hand baggage: It is usually permitted to carry only one piece of hand luggage inside the airplane according to most airlines while the allowable weight of hand baggage varies by airline company. According to the provisions the European Union has set, the dimensions of hand luggage should not exceed the following dimensions: 56cmx45cmx25cm (including handles, exterior cases, wheels).
Registered Baggage: Usually one piece of baggage, not heavier than 20 kg is allowed per passenger.
In any case, the passenger should be aware that allowable kilogram limits of baggage/hand-luggage and their dimensions vary by company and depend on the policy each company follows. For this reason, it would be useful that the passenger contacts the airline for getting precisely informed about the weight and dimensions he/she can carry each time. Furthermore, there is extra charge for any additional baggage/weight, the price of which varies depending on the policy each airline follows.
What am I not allowed to carry in my baggage?
Passengers should not carry in their baggage the following:Compressed gases: deep freeze, flammable, non-flammable and poisonous.
- Corrosive as acids, alkalis, mercury and lead batteries.
- Explosives: ammunition, fireworks, flares, pistols, caps and all types of firearms.
- Flammable liquids and solids: such as lighter fluids, matches, paints, colour solvents and lighters.
- Radioactive materials.
- Bags and briefcases with incorporated alarm devices.
- Poisonous and infectious substances.
- Other hazardous materials such as magnetic materials, materials that cause discomfort or irritation.
Liquid formulations in the hand luggage beyond the checkpoints at the airport and on aircraft. This does not apply to luggage delivered to check-in and to liquid formulations in a container with a capacity of 100 milliliters (ml) at most. The containers must be placed in plastic, transparent, resealable bags with a maximum capacity of 1 liter per passenger. As fluids are defined the following: water, drinks, soups, syrups, ointments, lotions, oils, perfume sprays, gels of all categories, liquids conditioned under pressure such as shaving foam, deodorants, lotions including toothpaste, liquid-solid mixtures, other items of similar consistency.
Exceptionally the following can be transported in the hand luggage:
Medicines, dietary foods and baby food considered necessary during the flight, but passenger may be asked to prove their necessity.
Liquid formulations such as drinks and perfumes the passengers have bought on the plane or at an airport outlet located after the checkpoints. These items are sold in special sealed bags, which passengers should not open before pass the control of hand luggage at all stations of embarkation and transit of airports throughout the route of their travel. Also it is worth noting that under USA legislation, the possession or transfer of all types of lighters is prohibited in luggage and hand luggage for flights bound for USA.
We note here that the above list is indicative. For more information please contact the airport or the operating airline.
Can I take my laptop in the aircraft?
Passengers can take their laptop on board. However, laptops are removed from hand luggage to be checked separately during the airport control.
Can I carry electronic equipment on board with me?
The passenger can carry such devices (e.g., small TVs, radios, etc.) on the aircraft, but they should be given separately to airport control for faster completion of the process. If you have any more queries, we advise you to contact directly the airline company of your interest.
I would like to take special equipment with me, e.g. ski equipment. What should I do?
Special equipment is not included in the allowable free weight the passenger can carry and therefore will be charged extra by the airline. The charge will depend on the type of special equipment, weight and dimensions. If you want to carry special equipment, we advise you to contact us, however please note any extra cost will be paid directly to the airline.
Frequent Flyer Program Back to top
What is the Frequent Flyer Program (FFP)?
The Frequent Flyers Program is a service offered by airlines to their regular passengers to provide them with better services and benefits when traveling with that specific company.
How can I join a Frequent Flyer Program?
It is usually required to register in this program according to the terms set by each airline. For the Frequent Flyer Program of an airline as well as for all information concerning the frequent flyer program you are interested in, it should be useful to make direct contact with the specific company.
I own a Frequent Flyer card and I want to make a flight booking with tripsta.sg. Will I lose my benefits?
No, your points will be added to your card. You can enter your card number by clicking on the box, under the passengers names in step 3 (Passenger details). If you have already made a booking, please contact us in order to enter the details in your booking.
I have a frequent flyer program of a different airline than the one I am flying with. Can I still use it?
Frequent flyer cards be can used only for airlines that belong to the same airline network. E.g. Turkish Airlines and United Airlines belong to the Star Alliance network so one’s code can be used for the other.
Low Cost Airlines Back to top
Will I receive a low-cost e-ticket after booking?
No, low-cost airlines do not provide e-tickets. After completing your booking through Tripsta, you will receive 2 confirmation emails. One from Tripsta with the Airlines booking reference. Another, from the Airline with information of the flight.
I have booked with a low-cost airline. Is web check-in required?
Yes, for most low cost airlines web check-in is required. Some low cost airlines allow to check in directly at the airport however they might charge an extra fee.
I am flying with a low-cost airline. How do I add baggage?
Checked-in luggage is not included in the ticket price of low cost airlines, apart from the hand luggage, which usually allows 5-6 kg.
If you wish to add baggage, you should contact the airline directly. The baggage charges vary by company.
Do low-cost airlines offer business or first class seating?
No, low cost airlines offer only economy type seats.
Customer Support Back to top
How soon will I receive an answer to my email inquiry?
All inquiries received by email are answered within 24 hours by email or telephone if your request is received during working hours.
If your request is received outside working hours we will contact you on the next business day.
For urgent inquiries received outside of our working hours, we advise you, to directly contact the relevant service provider.
I sent my email request and I got an automated reply. What is this?
The automatic email confirms the receipt of your request. This email has a unique transaction number created specifically for your request. You can not reply to this email.