Frequently Asked Questions

What is an e-ticket?

E-ticketing is a 'paper-less' way to book flights. Once you've made your booking, it's stored electronically in the airline reservation system. We will send you a confirmation email with your booking reference number, which serves as a receipt for your e-ticket. You will NOT receive a physical 'e-ticket' or paper tickets to present at the airport. We recommend that you take a printout of your confirmation email with you, although many airlines won't ask to see this.

Some airlines require you to pre-select the form of identification you will present at the airport, during the booking process. If so, you must take this form of ID with you to check-in. However if we don’t ask you to pre-select your form of identification during booking, all you will need is your passport or the credit/debit card you booked with, and your E-ticket number.

What should I do if I lost my e-ticket?

If you lose your original e-ticket confirmation email, please contact our call centre on 0800 048 8600 as soon as possible and they will re-send your confirmation. If you are phoning from outside the UK, then please use this number: 00442037440000

What if I have not received my E-tickets?

The mode you opt for your ticket delivery is subject to uncertainty. If you have selected e-ticket then please call us and ask to forward you again or you can also get a copy from airline’s desk where you need to show necessary documents like proof of booking and passport etc.

Can I change the details of my booking?

Due to competition in travel industry, most of the airlines / supplier are introducing cheap fares which are valid for short time and subject to availability. If your ticket is issued under any of promotional fare that could restrict any amendments or cancellation. Please check cancellation or amendment policy at the time of booking.

For changeable / refundable tickets:

If you wish to amend a booking / order or wish to enquire if a specific change can be made, then please contact us and provide your change or enquiry. We will then be able to check the booking details and get back to you as soon as possible to advise if the amendment is possible and if it will incur a refund or additional charge, typical amendment fees start from £50 pounds per passenger in addition to the charge levied by the supplier, all fees will be advised prior to any amendment occurring.

Will I need a Visa or Transit visa for my trip?

You may check your visa requirements by visiting the following websites which contain the most up to date information on visas, passport, health & travel advice for the travellers.
www.homeoffice.gov.uk
www.fco.gov.uk
www.iatatravelcentre.com
Generally, you may need a visa for entry into a non-EU country. You may need a transit visa in case you have a connecting flight via a third world country. It is often a good idea to find out visa requirement by visiting the individual country pages on the Foreign & Commonwealth Office website. An up to date advice on immigration, visa & entry requirements may also be gathered by contacting the embassy, consulate or high commission of the destination. This is important for non-British citizens including other EU nationals.

You are advised to ensure that your travel documentation is in order prior to departure. It is likely that you will be turned away at check in if you do not have the correct documentation, Furthermore, most countries will not allow you to enter on a one-way ticket without the relevant visa or documentation. It is passenger’s responsibility to check if he needs a visa for destination or a transit visa between the journeys. We do not hold any responsibility for denial at airport due to visa requirements or travel documents.

What is baggage allowance for my flight?

Your baggage allowance is usually shown on your e-ticket or on the itinerary sent along with your paper ticket (if applicable). You may also contact our customer care on 0800 048 8600 if you are unsure about baggage allowance.

Please note that at many airports in the UK, new hand baggage limits have been approved by the Department for Transport with effect from 7 January 2008. As a result of this the restriction previously imposed at these airports limiting hand baggage to one item per person will no longer apply. Please note that these limitations vary depending upon the airport that you fly from and the airline that you fly with.

The following tips may be helpful for you with respect to your baggage:

Please check your hand luggage allowance with your airline prior to packing. As a general guideline, keep the hand luggage up to maximum weight of 5 kilos, and dimensions not exceeding 450mm x 350 mm x 200mm (Height x Width x Depth). Most airlines have a hand luggage measurement gauge at check-in.

Weight limits for most airlines:

• Passengers travelling in Economy Class - 20 kg (44 lbs) without extra charges.
• Passengers travelling in Business Class - 30 kg (66 lbs).
• No single bag weighing over 32 kg will be accepted at check-in and you may be asked to re-pack before you check in.

For passengers flying to the United States and Canada A Piece System is in place. Baggage items, or pieces to be checked in, must not be over 158cm in total dimension each (length + width + height), and must not weigh more than 23kgs.

You are advised to check your baggage allowance by contacting the airline that you are flying with in order to avoid unnecessary delays and inconvenience. Passengers with items that exceed the 32kg weight limit, such as sporting equipment, should make special arrangements with the airline in advance. Please note that you may carry weight more than the permissible limit at an additional cost which can be confirmed by contacting the airline.

Which terminal is my flight departing from?

Your e-ticket or the itinerary sent along with your paper ticket (if applicable) will specify from which terminal your flight departs. You may also contact us on 0800 048 8600 if you are unsure of the information.

Can I pre-book my flight seat?

Unfortunately not all airlines will let you pre-book your flight seats, however if you have specific needs and require certain seating arrangements this can be done directly with the airline. Our reservations team will be able to provide you with a reference number for your airline seat booking.

How long can it take to receive my refund?

Most tickets are non-changeable/non-refundable. If you would like to cancel your booking or have an enquiry please email or call us at 0800 048 8600. Refunds can take 8-12 weeks if we need to speak with the airline.

What is advance passenger information (API)?

Advance Passenger Information (API) is collected for all passengers before travel to or from certain countries, includingDubai, USA, South Africa, Spain, Thailand and China. The law now requires that airlines collect the following Advance Passenger Information (API)
Passport number
Nationality
Gender
Date of birth
Full name as it appears on the passport
Passport number, country of issue and expiry date
Country of residence

Most of the above information can be collected by most passports through a reader at check-in. However, collection of some new information at the check-in would result in longer queues slowing down the check-in for flights. Hence Advance passenger Information is collected in advance at the time of booking. For this you may also contact our customer care advisor on 0800 048 8600.

Please note that for the USA, you will need to provide an address in the USA for your first night's accommodation which may be hotel name, number and street, city, state and zip code.

Can I change my name on e-ticket?

It is not possible to change your name on an airline ticket. The ticket will have to be cancelled and a new ticket will need to be issued (cancellation penalties will apply). When booking, please review your information carefully and ensure that the name of each passenger is entered correctly. If there is a minor error after you have placed a booking, please contact us to alert us of the correct spelling. We will need to contact the airline to request a name change and we cannot guarantee that they will be able to make the change (may incur a charge)

What is the procedure to log a complaint?

All comments or complaints are required to be in writing. To submit a comment or complaint please e-mail us at info@travellord.co.uk this will then get submitted to the correct team and dealt with accordingly.

You may prefer to post your comment or complaint, if so our address is as follows:
Travel Lord LTD
27 Old Gloucester Street
London, WC1N 3AX

Regarding any complaint, Travel Lord LTD would like to take this opportunity to apologize for if you are unhappy with any part of your experience. We aim to resolve the complaint within 28 days pending a full investigation, please be aware that during peak seasons this may take a little longer.