Frequently Asked Questions

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Airline Tickets

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Booking and Payment
How do I book a flight for someone else?
How do I know if my airline ticket booking has been completed?
How do I reserve my seats when booking my flight?
What if I misspelled my name?
What if the name printed on my boarding pass is different than the name on my legal ID?
What if I typed in the wrong travel information?
Are all prices in US Dollars?
Can I pay for an airline ticket with a debit card?
Do you accept Canadian credit/debit cards?
Do you accept non US/Canadian credit cards?
Why was my credit card declined?
Why are there different charges on my credit card?
What if I have not received my confirmation email with my booking reference code?

Ticketing and Shipping
How will I get my electronic ticket (e-ticket)?
What if I have not received my e-ticket?
How will I get my paper ticket?
Is there a shipping charge for paper tickets?

Ticket Confirmations, Changes and Cancellations
How do I review, confirm or print my flight itinerary?
How do I change a flight reservation?
How do I cancel my flight reservation?
Can I exchange my airline ticket for a different date or time?
I cancelled my flight reservation within 24 hours of it being purchased, when will I be credited?

During Travel
How do I check-in for my flight?
How early do I need to check in for my flight?
What documents do I need to go through airport security?
I currently do not have a passport or birth certificate, how can I get them?
What are the airline baggage or carry-on restrictions?
What are the airline rules for traveling with infants or children?
What are the airline rules for unaccompanied minors/children traveling alone?
What is the TSA Secure Flight Program?
What are airline schedule changes?

General
How do I contact the airlines with a question?
How do I contact a Jetsetz travel consultant with a question?



How do I book a flight for someone else?
If you are booking a flight for yourself and another passenger, you can add their Name and Passenger Information in the Passenger Information Section of the Check-out page. If you are the primary credit card holder, enter your name and TSA Secure Flight Information as Passenger 1. You can then add the name and TSA Secure Flight Information for the remaining passengers that you are booking the flights for. The Passenger Information Section is also where you can make your seat and meal request and add your frequent flyer account information. Learn more about the TSA Secure Flight Program.

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How do I know if my airline ticket booking has been completed?
As soon as the booking process is complete, we will send an email to the address entered during check-out to confirm your booking. You can confirm your Itinerary online by following these steps:

  1. Click "My Itineraries."
  2. Sign into your account.
  3. Select the Itinerary you want to confirm.
  4. Verify the flight details in the "Flight Summary" section of your Itinerary.
  5. Print your itinerary.

We recommend that you check-in and confirm your flight reservation with the airline at least 24 hours prior to departure for domestic flights (72 hours for flights to Hawaii and international destinations). Many airlines offer online check-in where you can confirm your seat, verify flight times, and print your boarding pass. Please use our airline contact page to access links to the most popular airline check-in sites.

If you don't see a confirmation, please call our Help Desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) for help with your reservation.

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How do I reserve my seats when booking my flight?
As you book your flight, you can make seat requests using our Seat Map Tool. Some airlines do not provide us access to their seat inventory. For some airlines you will be able to select a specific seat, while others may only allow you to put in a request for either a window or aisle seat. Once seats are assigned, they are included in your itinerary information and stored in "My Itineraries" under the itinerary details. This information is also provided in the confirmation emails.

Please note: Although Jetsetz passes seat, meal, and special assistance requests to the airlines, we cannot guarantee that all requests will be honored. Policies on advanced seating vary by airline. Some airlines assign seats immediately, others may only assign seats 90 days before the flight, and some airlines assign seats on the day of the flight.

If, for some reason, the airline does not confirm your seat assignment request, we will notify you by email and give you the option to request another seat. For special seat assignments, such as seats for travelers with special needs, please call the airline directly. Special seat requests may override frequent flyer and full price, unrestricted fare premium seating.

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What if I misspelled my name?
For security reasons, it's important that the name on your travel reservation matches the name on your government-issued photo ID (e.g. Passport or Driver’s License, etc.). Please make sure that the name you book your travel under is spelled the same way as the name on your ID.

If there is a misspelling on your flight reservation, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) so we can correct the mistake. Most airlines allow for minor corrections or misspellings on their tickets (such as corrections of nicknames). However, complete name change requests are treated the same as a reservation change request and may incur a fee by the airline.

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What if the name printed on my boarding pass is different than the name on my legal ID?
To avoid delays at the time of travel, it's important that the name on your itinerary and boarding pass matches the name on the government-issued photo ID (e.g. Passport or Driver’s License, etc.) you will use when traveling. If the name on your ticket no longer matches your government-issued photo ID due to marriage, divorce, or a legal name change, you will need to arrive at the airport early and present the legal documents with proof of the name change (e.g. a marriage certificate) at the airline counter.

Please note: Women changing their maiden names after marriage should continue traveling under their maiden name until their passport and government-issued ID’s are updated with their married name.

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What if I typed in the wrong travel information?
Most airlines allow us to void a transaction within 24 hours of the initial purchase for a nominal fee. Please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) to have one of our agents void your request. If 24 hours have passed, our Help Desk can check on the airline penalties and rules for your specific ticket. Please note some airlines do not allow any changes after the ticket has been purchased.

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Are all prices in US Dollars?
All prices on Jetsetz.com are displayed in U.S. dollars (USD), unless specifically stated otherwise. International rental car prices are listed in the local currency.

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Can I pay for an airline ticket with a debit card?
For most bookings, you can pay with a debit card. When booking your reservation with a debit card, please make sure you have sufficient daily spending limits so your credit card company/bank will not block your account. Call the bank ahead of time if you're making a large payment on your card.

Although Credit Cards are suggested, we do accept Debit cards with Visa or MasterCard logos on them. Debit cards normally have a lower daily spending limit of $300 to $500. This can cause complications when purchasing an airline ticket online. It is highly recommended you contact your bank prior to purchase to ensure the daily spending limit will cover the cost of the airline ticket. Please advise them you are purchasing airline tickets online. This may also protect you from a security block being placed on your account.

Please note: Debit cards have a stricter fraud screening process which can cause delays in confirmation. If for any reason your card is declined, you will be notified via email. Please be advised that you will be responsible for contacting your bank to clear up any problems associated with your Debit Card. The airlines have the right to allow a booking request to expire when full payment is not received.

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Do you accept Canadian credit/debit cards?
Yes, we do accept Canadian credit/debit cards for payment. The amount in US Dollars (USD) will be converted to Canadian Dollars and these amounts are what will appear on your billing statements. Since the currency exchange rate is based upon your credit card company’s conversion rate at the time your charge is processed, your final amount may vary.

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Do you accept non US/Canadian credit cards?
Jetsetz.com is unable to accept credit cards issued outside of the US or Canada as payment towards your airline ticket.

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Why was my credit card declined?
There are many reasons why a card may be declined. Some problems include: insufficient funds, low daily spending limit, billing address verification failure, and internet fraud screening. As the airlines will only allow a flight request to hold for 24 hours before the fare expires, when the credit card is declined the flight request will be canceled. You will be notified if your card is declined and you will have to contact the credit card company to clear up the problem. Once the problem is resolved you can go back to the website to purchase your ticket or call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) and we can handle the booking for you.

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Why are there different charges on my credit card?
You will see separate charges on your credit/debit card for accounting reasons. In most cases it has to do with more than 1 travel supplier providing a service for you or a service fee that is charged separately. However, when all amounts are added up they will add to be the final amount you agreed to pay online. If the amounts do not add up to the final amount that you agreed to pay online please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) and we can resolve the problem for you.

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What if I have not received my confirmation email with my booking reference code?
Once you have completed the online request you will instantaneously receive an email acknowledging your Reservation Request which will include a Booking Reference Code. If you don’t receive this email, you may have entered your email address incorrectly or your email server may have routed the email to a spam/junk folder. Some of the large ISP’s such as AOL, GMAIL, EARTHLINK, YAHOO, and HOTMAIL have a problem with this. If you have not received an email from us confirming your Reservation Request, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) and we will solve the problem for you.

Please note: Your Booking Reference Code is different than your e-ticket. The Booking Reference Code confirms that we have received your Reservation Request and that we are in the process of ticketing your flight. Once we have ticketed your flight, you will receive a separate email confirmation with your e-ticket information. Depending on the type of ticket, this can take anywhere from 30 minutes to 24 hours to complete.

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How will I get my electronic ticket (e-ticket)?
Whenever possible, Jetsetz will issue electronic tickets (e-tickets), although this option may not be available on all itineraries. Electronic or "paperless" tickets are paid reservations stored in the airline's computer system. An e-ticket exists only as a digital record in the airline computers - no tickets will be mailed to you.

Once an e-ticket is issued with the airlines, the airlines will send us an airline reference code that we will forward to you in an email. This email should arrive anywhere from 30 minutes (for retail tickets) to 24 hours (for wholesale tickets) after you complete your booking on the website.

With e-tickets, all you need to travel is your government-issued photo ID (e.g. Passport, Driver’s License, etc.). It may also be helpful to bring a copy of your itinerary, which contains your airline confirmation and ticket numbers. If you're traveling outside the U.S., all travelers will need a valid passport and you may also need to show additional documentation at your destination and/or in connecting countries such as tourist or working visas. It is your responsibility to inquire about the proper documentation prior to your international travel.

To receive your boarding passes, you can check-in online on your airline’s website or go directly to the airline’s check-in counter. Click here for a complete list of airline toll-free customer service numbers and web sites.

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What if I have not received my e-ticket?
Once an e-ticket is issued with the airlines, the airlines will send us an airline reference code that we will forward to you in an email. This email should arrive anywhere from 30 minutes (for retail tickets) to 24 hours (for wholesale tickets) after you complete your booking on the website.

If you don’t receive this email, you may have entered your email address incorrectly or your email server has routed the email to a spam/junk folder. Some of the large ISP’s such as AOL, GMAIL, EARTHLINK, YAHOO, and HOTMAIL have a problem with this. If you have not received an email from us confirming your Reservation Request, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) and we will solve the problem for you.

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How will I get my paper ticket?
Jetsetz.com will always try and issue e-tickets whenever possible. If the airline forces us to issue paper tickets or if you choose to request paper tickets, our shipping department will ship out your tickets to the credit/debit card billing address only. We can also over night packages and set up Saturday deliveries when necessary. Please know that we do NOT ship outside the US/Canada. Please allow extra days if purchasing a ticket on the weekends or holidays.

If you purchased paper tickets, our shipping department will send them out to you via FedEx Second Day Delivery. We will also send an email to the address you provided advising you of the FedEx tracking # in order for you to track your package. Once you receive your tracking number, you can find out exactly where your tickets are and when they'll arrive by contacting the delivery company. The toll-free phone numbers and web address for the delivery company are listed below:

FedEx
Phone: 1-800-463-3339
Web: www.fedex.com

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Is there a shipping charge for paper tickets?
Jetsetz.com uses FedEx Second Day Delivery (2 day business day shipping) to send all paper tickets to our customers. For shipments within the continental US, the FedEx shipping charge is $24.95 USD per booking. For shipments including Hawaii, Alaska, Puerto Rico, and the US Virgin Islands, there will be a $29.95 USD shipping charge. If we have to ship to anywhere in Canada, there will be a $39.95 USD shipping charge. This fee will be disclosed to you in the Total Trip Cost prior to submitting your request to purchase.

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How do I review, confirm or print my flight itinerary?
If we successfully booked your reservations, we will immediately send you a confirmation email and display your itinerary for you to view and print from the website. Current reservations can be viewed at any time by accessing the "My Itineraries" section of our website. You will need the Reservation Request Number and the e-mail address you entered during the request process. Your Reservation Request Number is also referred to as your Reference Number.

From the “My Itineraries? section of the website you can retrieve and print your itinerary. This page serves as confirmation of your reservation and your receipt. We advise all customers to confirm their flights at least 24 hours before each departure by calling the airline directly. Airlines will occasionally change flight schedules and it is the travelers' responsibility to be aware of these changes. Click here for airline contact information.

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How do I change a flight reservation?
If your travel plans change and you need a different flight, the Jetsetz.com Help Desk can change your flight times, dates, and/or destination. If you need to change your flight arrangements, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time).

Please Note: Most airlines do not allow changes to traveler names on a ticket. Most fares have an airline-imposed fee per passenger for changes and cancellations ($150 for domestic tickets, $200 for international tickets, plus the difference in fare). We will provide a comprehensive summary of all charges before you change your flight.

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How do I cancel my flight reservation?
Your options to cancel are dependent upon the airline's fare rules and restrictions. If you need to cancel your flight reservation, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time). If you need to make a change to the reservation outside of the airlines 24 hour void window, a change fee will be charged by the airline that typically ranges from $100 to $250 USD per ticket. This fee will vary by market, carrier and specific fare rule. Any changes to your itinerary outside of the 24 hour void window will also incur a $30 USD per ticket Jetsetz service fee to process the void with the airlines.

If changes are allowed, please review alternate flights and fares offered by your ticketed carrier on our website and contact us or your airline prior to your scheduled departure. If your itinerary includes more than one airline, the airline whose name appears on your original credit card charge controls your reservation; your new itinerary must include at least one flight on the airline that processed the original charge.

If you don't know when you can travel, some airlines allow you to retain the value of your unused ticket, less any airline-imposed exchange fees, for up to one year. If you would like to put the value of your tickets on hold and exchange your tickets at a later date, please contact your airline prior to your scheduled departure.

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Can I exchange my airline ticket for a different date or time?
Your ability to exchange an airline ticket for a different date or time depends on the fare rules of each airline. Some airlines allow you to exchange certain classes of airline tickets, while some tickets are non-refundable and only allow for a full or partial credit of your airline ticket towards a new airline ticket that is purchased within a year.

If the airline allows you to exchange your ticket, you must first determine your estimated cost to exchange your old ticket for a new ticket. To determine your estimated cost to change your ticketed reservation, simply subtract the cost of your original fare from the cost of the new fare, and add the airline-imposed change fee if applicable. Generally, airfares increase as the travel date approaches, so if you have to exchange tickets then you should try and do it as soon as possible.

If you have confirmed that your ticket's fare rules allow for an exchange and you are ready to exchange or cancel your reservation, please contact us or call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time). When you call us, please be prepared to provide us with your new dates of travel and new city pairs (if applicable). You will also want to be aware of the following:

  • Due to constantly changing availability, your preferred flights and/or fare may no longer be available at the time of exchange.
  • Carriers assess penalty fees for ticket exchanges.
  • Fare rules and change/cancel penalties are controlled by the airline; Jetsetz is unable to override or waive airline fare rules.
  • In addition to the carrier penalty fees, itinerary changes will incur an additional $30 USD per ticket Jetsetz service fee.
  • If your new flight costs more than the original, you will be required to pay the difference.
  • If your new flight costs less than the original, the difference in fare (residual) is forfeited; some carriers will provide a voucher or apply the difference to any exchange fees - contact your carrier directly to review this option.
  • Name changes are not allowed; tickets are non-transferrable.
  • Partially-flown round-trip tickets which allow changes typically only allow changes to the date and time of the return flight. Routing changes are generally not allowed.
  • If the value of your ticket is less than the airline-imposed exchange fee, it may be better to forfeit the value of the tickets and purchase new tickets on our website. This option would allow you to avoid the change fees and you'll have the option to choose a new itinerary on any airline.

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I cancelled my flight reservation within 24 hours of it being purchased, when will I be credited?
In most cases, you should see a credit on your next billing cycle or on your card's billing statement within 30 days of the request for credit. If you do not see the proper credit, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time).

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How do I check-in for my flight?
We recommend that you check-in and confirm your flight reservation with the airline at least 24 hours prior to your departure. Many airlines offer online check-in where you can confirm your seat, verify flight times, and print your boarding pass. See our online flight check-in information for links to some popular airline check-in sites.

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How early do I need to check in for my flight?
If you are checking baggage on a domestic flight, checking in at least 90 minutes prior to departure time is recommended. International travel requires checking-in two to three hours prior to departure. You may want to allow more time if you're traveling out of a major airport during peak travel periods. Check with the airline you are traveling on.

What documents do I need to go through airport security?
To proceed through airport security to the departure gate, you must present two documents:

  1. A valid government-issued photo ID, such as a driver's license or passport. The ID must show your name, date of birth, gender, expiration date and a tamper-resistant feature. For more information on what constitutes a valid ID, please see the Transportation Security Administration's ID Requirements.
  2. An airline-issued boarding pass for the current date. Boarding passes are issued at the airline's ticket counter at the airport, curbside check-in, the airline's self-service ticket kiosk, or online from the airline's Web site.

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I currently do not have a passport or birth certificate, how can I get them?
If you are a U.S. citizen and have a birth certificate with a raised seal, a passport can be purchased online at the CIBT Web site. If you wish, you can also purchase your passport through a government agency (see the U.S. Department of State Web site for a list). You should expect to receive your passport within eight weeks (two weeks if an expedited passport is requested), although processing time cannot be guaranteed. If you need a passport and you are not a U.S. citizen, please check with the appropriate government agencies within your country of citizenship.

If you are a U.S. citizen and you need a copy of your birth certificate, contact the city hall located in your town of birth.

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What are the airline baggage or carry-on restrictions?
Each airline has its own baggage policies. While some airlines may offer a free bag allowance, many airlines now charge travelers extra fees for checked and carry-on baggage. Baggage fees are not included in your trip cost and you will be charged directly by your carrier at check-in. Some carriers offer online check-in, which may offer reduced baggage costs.

Generally, travelers are allowed one carry-on bag and one personal item; however, some airlines may also charge for carry-on bags. Personal items typically include a purse, briefcase, laptop or diaper bag. Carry-on baggage must be stowed under a seat, or in an overhead compartment. Sharp objects, such as knives or scissors, are not allowed in carry-on luggage and all bags are subject to search. For a complete list of items that are not allowed in carry-on or checked baggage, visit www.tsa.gov

We recommend that you contact your airline directly to confirm it’s checked and carry-on baggage allowances and fees. Be prepared to provide the weight and/or dimensions of each piece of baggage that you wish to transport. To contact the airlines, please use our airline contact page to access links to the most popular airline web sites.

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What are the airline rules for traveling with infants or children?
For domestic travel in the U.S., passengers under the age of 18 are not required to have identification. However, the adults who are responsible for the child at the departure airport and arrival airport are required to have identification. While the airlines typically do not specify the identification required for children, the same kinds of photo identification that an adult uses for airline travel should be sufficient and/or a valid Birth Certificate.

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What are the airline rules for unaccompanied minors/children traveling alone?
Most airlines allow unaccompanied children at or above a certain age to fly, though usually with several restrictions. Programs vary widely from airline to airline, and no two airlines will have the same policies, which is why we suggest making direct reservations with the airline for unaccompanied minors. In the U.S., there are no clear regulatory guidelines with respect to unaccompanied children, so it is important that you take the time to understand the specific policies of each airline by visiting their website or calling them. Please use our airline contact page to access links to the most popular airline web sites.

If a child is traveling unaccompanied on an international flight, there may be additional requirements such as Passports, Visas, inoculations, etc. Depending on the circumstances, you may need to have additional documentation to allow a child to leave the departure country or to enter the destination country. Contact the appropriate authorities for each involved country to ensure that all requirements are being met.

Please note: Most of the airlines that accommodate unaccompanied minors charge an administrative fee for the process.

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What is the TSA Secure Flight Program?
The U.S. Transportation Security Administration (TSA) is now handling all security watch list screenings for U.S.-based airlines as well as for flights into, out of, or over the U.S. As a result, passengers are required to provide additional information for every applicable flight. Failure to provide this information may result in your itinerary being cancelled. This Secure Flight information includes the following:

  • Full name, including your middle name (if it exists) as it appears on the valid government-issued identification you use when traveling
  • Date of birth
  • Gender

Please note: Jetsetz now collects the full name, date of birth, and gender information for each passenger on all applicable flights. This enables the airlines to pass passenger information to the TSA 72 hours prior to departure. Learn more about the TSA Secure Flight Program.

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What are airline schedule changes?
Airlines, for various reasons, will occasionally adjust their flight times and schedules. As a courtesy, if your itinerary undergoes a schedule change, we will make every attempt to notify you of the changes via email, prior to departure. In addition, we strongly recommend passengers confirm their flights and check-in location directly with the airline prior to each departure. Please use our airline contact page to access the most popular airline web sites for check-in.

Schedule changes can sometimes result in an itinerary that falls outside of contractual agreements. If a schedule change results in an unacceptable itinerary, please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time). Requests to change or cancel your reservation may be denied based on airline policy and credit will not be given for unused tickets.

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How do I contact the airlines with a question?
Please use our airline contact page to access links to the most popular airline web sites.

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How do I contact a Jetsetz travel consultant with a question?
Please call our Help desk at 855-538-7389 between the hours of 8 am & 6 pm PST (Pacific Standard Time) for help with your reservation.

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