If your flight has been changed or cancelled, a notification will be sent to your email address and phone number. Sometimes the carrier will inform you via a text message or phone call. It is important to receive your flight updates notifications in a timely manner as in some cases you will need to confirm the changes to your ticket.
How to confirm changes to a ticket?
Click Confirm Сhanges in the notification. You will be redirected to your booking where a request for an involuntary change will be created. It will take time to process the request. Once the process is complete, you will receive notifications that the change request has been processed and a new ticket has been sent to you. You can also download the ticket in your booking.
What to do if you disagree with the changes?
1. Get information on alternative flights.
Please contact our customer support or the airline to see whether your ticket can be changed.
Conditions of involuntary change:
- You cannot change your airline or carrier when changing your ticket.
- Due to the nature of the agency's operation change requests are accepted only if more than 24 hours are left before departure. In any case, you can contact the airline directly to change your ticket.
2. Requesting an involuntary refund.
When there are significant changes in departure time (2–3 hours or more), you can request a ticket refund. Click Refund a Ticket in the notification letter to go to your booking where you will be able to create an involuntary refund request.
Conditions of involuntary refund:
- If you are definitely not flying, make sure to cancel your ticket before check-in closes. Once cancelled, the ticket becomes invalid and cannot be used.
- If you have already checked in for your flight, you will need to cancel your check-in to get a refund. You can do this on the airline's website, through its customer support or through its representatives at the airport.
- The decision to approve your refund request is made by airlines (service providers), each case may be individual and have its own exceptions.
- The agency fee is non-refundable when tickets are refunded.
How to create an involuntary refund request
In the OneTwoTrip mobile app, go to Bookings and select your booking. Click Ticket Change and Refund → Create a Request → Refund a Ticket". Enter details of passengers and flights, then select Involuntary Refund.
On the OneTwoTrip website, go to My Travel, select Ticket Change and Refund → Refund a Ticket. Enter details of passengers and flights, then select Involuntary Refund.
What to do at the airport if your flight was delayed or cancelled?
If you are already at the airport and your flight was significantly delayed or cancelled, contact the airline representative and ask them to put a mark on your ticket or boarding pass that the flight was delayed or cancelled, to cancel your ticket and to allow requesting an involuntary refund. Then create an involuntary refund request in your booking.