Help Centre & FAQs

A confirmed booking has two things: a supplier reference (PNR for flights, a confirmation number for hotels, a ticket number for buses) and a status of Confirmed or Ticketed under My Bookings. A booking showing Pending or In Process is not yet a travel document — the supplier has accepted the request but has not finished issuing. Wait for the confirmation email before travelling to the airport, property or terminal.

A PNR (Passenger Name Record) is the airline's booking record — it exists as soon as your seats are held. The e-ticket is issued once the fare is paid and ticketing is complete, and carries a ticket number. You can only fly on a ticketed PNR. If you have a PNR but no ticket number, ticketing has not finished.

Airline and hotel inventory is live, and suppliers re-price continuously as seats and rooms sell. When a supplier returns a different price at the hold stage we show you the new amount alongside what it changed from, and you can accept it or walk away. We never adjust a price silently.

Yes. Your account is used for login, payment and managing the booking — the traveller details you enter can be anyone's. Save frequent travellers under My Travellers so you do not retype passport and date-of-birth details on every booking.

Some airlines and suppliers return a Pending or On Hold result and resolve it on their own schedule. We track it and update your booking automatically, notifying you by email and SMS. Do not create a second booking for the same passenger and sector — duplicate PNRs are routinely cancelled by airlines without refund. If it has not resolved within a few hours, contact support with your booking ID.

Raise it within 24 hours of receiving your ticket. Whether it can be corrected depends entirely on the airline and the fare — some allow a minor spelling correction for a fee, many do not permit a name change at all. Because airlines deny boarding on a name that does not match your ID, this is the one thing worth checking before you pay.

Date changes, sector changes and cancellations depend on the supplier's rules for the fare or rate you bought. Open the booking under My Bookings and use Manage Booking to see what is permitted and what it costs. Where the change cannot be made online, our support team can attempt it with the supplier.

Cabin and check-in allowances are set by the airline and vary by fare family, route and aircraft — they are shown on the flight details screen before you pay. Pre-purchasing extra baggage through us or the airline is almost always cheaper than paying excess-baggage rates at the airport counter.

Web check-in happens on the airline's own website or app using your PNR and last name, typically from 48 hours before departure. Free seat assignment is not guaranteed on any fare. If you bought a paid seat or meal through us, it is already attached to your PNR and will show at check-in.

Two amounts, not one: the airline's change fee, plus any fare difference between your original fare and the cheapest available fare on the new date, plus our service fee. Moving to a cheaper date does not generate a refund of the difference unless the fare rule specifically allows it.

Sometimes. Partial cancellation is governed by the fare rule. On a combined round-trip fare, cancelling the outbound can invalidate the return coupon entirely. The exact refund is always shown before you confirm a cancellation, so you can see the effect before committing.

We notify you as soon as the airline pushes the change, and pass on the options the airline is offering — re-accommodation on another flight, a credit shell, or a refund. Tell us which you want and we process it. Any compensation payable is the airline's obligation under the applicable regulation.

Airlines determine infant age at the date of travel, not the date of booking — so an infant turning two mid-trip needs a child fare for the return. An infant on a lap holds no seat and usually no free baggage allowance. Unaccompanied minor travel must be arranged directly with the airline as a paid service.

Add it as a special service request at the traveller-details stage, or tell support immediately after booking. Wheelchair assistance, medical clearance, oxygen, stretcher travel and expectant-mother travel are subject to the airline's own approval and advance-notice rules — a request placed through us is not the airline's confirmation.

Add your membership number at the traveller-details stage and the airline decides. Deeply discounted and consolidator fares frequently earn nothing, and that is the programme's rule, not ours. Retrospective mileage claims are made directly with the airline using your boarding pass and ticket number.

A passport with sufficient remaining validity for your destination, the correct visa including any transit visa, evidence of onward travel where required, and any health documentation the destination mandates. Airlines check these at check-in and deny boarding when something is missing — a denied boarding on documents carries no refund.

Reaching the gate after it closes is a no-show, and no-show fares are the most heavily penalised — usually fully non-refundable, with only recoverable statutory taxes claimable. If you know in advance you cannot travel, cancel before departure: even a restrictive fare almost always refunds more than a no-show does.

Every adult guest needs valid government photo ID. Foreign nationals must present a passport and valid visa, because Indian properties are legally required to file guest registration (Form C) with the authorities. Some properties do not accept a local ID for a local guest — check the property policy on the booking page.

You can request it and we will pass it on, but it is subject to availability on the day and the property may charge for it. Standard check-in and check-out times are set by the hotel and shown on your voucher.

Anything not shown as included: resort fees, city or luxury tax where applicable, mandatory festive-period gala supplements, parking, laundry, minibar, spa and other incidentals. Your voucher lists exactly what is prepaid, so treat anything absent from it as payable at the property.

Only the plan you booked — room-only, breakfast, half board or full board. Anything beyond it is chargeable, and unused meals are not refundable. If you need a specific dietary arrangement, add it as a request and confirm it at check-in.

Room rates are priced for the occupancy you booked. Extra adults, extra beds, cots and child-age policies are the property's rules and are charged directly by it. Arriving with more guests than the room permits can result in refused check-in, so book the correct occupancy up front.

Raise it with the front desk first and call our support line while you are still at the property — that is when a relocation or a downgrade adjustment can actually be arranged. Photographs, star ratings and amenity lists come from the property or a content provider; where a property has genuinely misrepresented itself we will take it up on your behalf.

No. The e-ticket on your phone plus a photo ID is enough for almost every operator. Keep the SMS with your ticket number handy in case of a network issue at the boarding point.

Seater is an upright reclining seat, semi-sleeper reclines further with more legroom, and sleeper is a flat berth — single or double, upper or lower deck. You choose the exact seat or berth on the seat map, and the price differs by position as well as by class.

A percentage of the fare set by the operator, which rises as departure approaches, and cancellation is usually blocked entirely within a few hours of departure. The exact charge and net refund are shown before you confirm the cancellation.

Yes — you are entitled to the ticket value as released by the operator, and we chase it on your behalf. Call support as soon as it happens so we have a timestamped record. Consequential costs such as a missed connection or replacement transport are not covered.

Road travel is not scheduled the way air travel is. Traffic, weather, road works and boarding delays all move the arrival, and the operator owns the timetable. Do not plan a tight onward connection off a bus arrival time.

For the period stated on the quote, and always subject to availability at confirmation. Air, hotel and transfer components are live inventory, so they are re-priced when you confirm rather than held at the quoted number.

A booking advance confirms the package, with the balance due by the milestone date on your confirmation. Missing a milestone can release the reserved hotels and seats and forfeit the advance under the operator's rules, so diarise the date.

FIT is an independent, individually-priced itinerary for you or your family. GIT is a group departure priced on a minimum number of travellers. MICE covers meetings, incentives, conferences and exhibitions — corporate group movements quoted bespoke with their own deposit and name-submission deadlines.

The sequence can. Weather, monument closures, local holidays, permit issues and operational necessity all force re-sequencing, and we arrange the nearest reasonable alternative. A re-sequenced day is not a cancelled service; a service dropped entirely is adjusted or refunded.

Only for a defined reason: a change in government taxes or levies, a fuel or currency surcharge imposed by a supplier, or a change you request to dates or group size. Any revision comes with a written breakdown before it is charged.

We strongly recommend it for medical treatment, trip cancellation, delay and baggage, and it is mandatory both for some destinations and for visa issue in several jurisdictions — Schengen countries among them.

No. Any agency promising a guaranteed visa or a guaranteed processing time is misrepresenting the process. We can tell you the current published processing time and make sure your file is complete, which is the single biggest factor you actually control.

It varies sharply by destination, but the common core is a passport with sufficient validity, photographs to the specified format, a completed application form, confirmed itinerary and accommodation, proof of funds such as bank statements and tax returns, and employment or business proof. We share the exact destination checklist when you start an application.

Book flexible or refundable options until the visa is issued. Many consulates want to see a confirmed itinerary, but a visa refusal gives you no right to cancel a non-refundable air or hotel booking free of charge — so the refundable fare is the cheaper risk.

Embassy fees, VFS or service-centre charges and our service fee are non-refundable once an application has been lodged, because the work and the government charge have already been incurred. Refunds on your flights and hotels depend on those bookings' own cancellation rules.

From a few working days to several weeks depending on the destination, the season and the volume at that centre. Peak-season queues lengthen sharply. Apply as early as your destination's rules allow — many accept applications 90 days ahead of travel.

Card details are captured directly by a PCI-DSS certified payment gateway and are never stored on Tickettrix servers. Saved cards are tokenised in the gateway's vault under RBI card-on-file norms, so we hold a token and the last four digits — not your card number.

The authorisation is either voided or refunded, and bank reversals typically land within 5 to 7 business days. If it has not arrived, email support with the transaction ID and we will trace it with the gateway. Do not re-book the same sector while a payment is unresolved.

Send both transaction references to support. Once the gateway certifies the duplicate we refund it to the original instrument — we do not make you wait for the supplier, because the duplicate is a payment issue, not a booking issue.

Enter your GSTIN and the exact registered business name at the traveller-details or billing stage, before payment. GST credit cannot be reassigned to a different entity after an invoice is issued, so a missing or wrong GSTIN cannot be corrected retrospectively.

It is a prepaid balance you fund yourself, debited instantly against bookings and fees. Refunds routed to the wallet are the fastest to arrive — usually within 24 to 48 hours of the supplier releasing the money, against 5 to 7 business days back to a card. The balance earns no interest, and promotional credits carry their own expiry.

It covers the cost of running the booking, ticketing and support infrastructure around a supplier's fare. It is itemised in the fare breakdown before you pay, and it is non-refundable once ticketing has been initiated.

INR is the settlement currency. Other currencies displayed are indicative conversions to help you compare — your card issuer's exchange rate, cross-currency markup and any dynamic-currency-conversion charge are applied by your bank and are outside our control.

Not for a validly ticketed booking. Use our cancellation and refund process instead, which is faster and preserves the audit trail — a chargeback on a valid ticket is a breach of our terms, we will contest it with the e-ticket and fare rules, and your account may be suspended until it is resolved.

Timelines start when the supplier releases the money to us, not when you request the cancellation. To the wallet: usually 24 to 48 hours after release. To UPI or card: typically 5 to 7 business days. To net banking: 7 to 10 business days. Airline-held refunds can take several weeks in disrupted conditions.

Two components. The supplier's penalty — the airline fare rule, the hotel rate plan, the operator's slab, the tour operator's day-based schedule — which we pass on exactly as levied. Plus our service fee for processing the cancellation. Both are itemised on screen.

Usually because the fare or rate was non-refundable, or because add-ons were bought separately. Paid seats, meals, extra baggage, insurance premiums, visa fees, convenience fees and gateway charges are non-refundable once ticketed. On a promotional airfare the refundable portion can genuinely be nil beyond recoverable taxes.

No. Always cancel through us. Cancelling directly with the airline or property breaks our audit trail — we then have no record to track, escalate or reconcile, and the refund can sit in the supplier's queue with nobody chasing it.

A no-show forfeits the fare in most cases, but statutory taxes on a wholly unused ticket are often still recoverable, and we will file that claim for you. Raise it as soon as possible — supplier claim windows close.

You choose at cancellation where the supplier permits it. Wallet is materially faster; the original payment method is slower but puts the money back where it came from. B2B bookings are always refunded to the agency wallet, and the agent settles with their own customer.

Refunds then depend entirely on what that supplier or the applicable regulator releases, and recovery cannot be guaranteed. We file and pursue your claim and keep you updated on where it stands.

The wallet is your own prepaid balance, debited in real time as you ticket. A credit limit is a discretionary deferred-payment facility we may sanction against your trading history and any security taken, repayable on the agreed settlement cycle. Every agency starts on wallet; credit is reviewed later and can be reduced or withdrawn.

Prices in the agent portal are your net rates. Any markup you add on top is your own margin and your own commercial decision — configure it per service and route in the portal. You disclose the final selling price and any service charge to your customer, and you issue your customer's invoice. We invoice you at net.

To your agency wallet, never directly to your customer. That is deliberate — you hold the customer relationship and the invoice, so settling with your customer is your step. The refund appears in your wallet ledger with the booking reference against it.

You create sub-agent logins under your own hierarchy, each transacting against your wallet or credit with the permissions you grant. You are fully responsible for everything they do — their bookings, their disclosures to customers and any dues they generate — so revoke access the day someone leaves.

An Agency Debit Memo is a debit an airline raises against a booking for a fare or tax violation, an incorrect commission claim, churning, duplicate bookings or a ticketing-rule breach. Where an ADM is attributable to your booking, the amount plus a handling charge is recoverable from your wallet, credit balance or pending refunds. We always share the airline's ADM reference and supporting detail.

Yes — we offer an XML/API integration for eligible partners. Credentials are issued per partner and must not be shared or embedded in client-side code. You must respect the documented rate limits and maintain a commercially reasonable look-to-book ratio; fare scraping, cache-warming and speculative automated booking lead to throttling or suspension.

It is the number of searches you send for every booking you make. Suppliers charge us per search and cap our query volume, so an integration that searches heavily and books rarely degrades performance for every partner on the platform. If your ratio drifts, we will flag it and work through caching and search-form design with you before applying any limit.

Yes, on agreed commercial terms — your branding and domain running on our booking engine and inventory. You publish your own terms and privacy policy, run your own cookie consent, and make clear to end customers who they are contracting with.

Yes, that is the point of the agent portal — your customer never needs an account. You do need their consent to enter their data, and you must tell them it will be shared with us, the airline or supplier, and where required with government authorities. See Section 9 of our Privacy Policy.

Ticketing fails if the balance is insufficient at the moment of issue, and the held inventory is released. Top up and re-book — the fare may have moved. Set a low-balance alert in the portal and keep a buffer during peak season, when you can burn through a balance in a single morning.

Every debit, credit, top-up, refund and adjustment is in the Wallet and Transactions section of your dashboard with the booking reference against it, exportable for your own reconciliation. Scheme and incentive terms are published in the portal and can be revised prospectively.

Yes. We configure the rules you give us — cabin class caps, advance-purchase windows, hotel rate ceilings, approval routing — and the booking flow applies them. The policy content and any out-of-policy approvals remain your decisions.

Invoicing and credit terms follow your corporate agreement. Provide the correct billing entity and GSTIN at onboarding, because GST credit cannot be reassigned to a different entity after an invoice is issued. Multi-entity groups should register each entity separately.

Yes — meetings, incentives, conferences and exhibitions, quoted bespoke with their own deposit schedule, name-submission deadline and cancellation slabs, which prevail over the standard product terms for that programme.

We supply itinerary and booking data so you always know who is travelling where, and route disruption alerts to your travel desk as well as the traveller. Assessing destination risk and advisories, and approving travel to a location, remains the employer's responsibility.

You decide what employee data enters the platform, and we process it on your instruction as described in our Privacy Policy. Your own employee privacy notice should cover booking travel through an online travel platform.

Yes. Google sign-in is available on the user side and activates your account immediately. We never see your Google password — only the identifier Google returns to confirm it is you.

Everything is editable from your Profile page — contact details, address, GST information and, for agencies, company documents. Keep your email and mobile current: booking confirmations, schedule changes and refund notifications all go there.

A reusable list of the people you book for, holding name, date of birth, gender and passport details, so you are not retyping a passport number at every checkout. Manage or delete them any time under My Travellers.

Use a password unique to Tickettrix, never share an OTP, and sign out on shared devices. Remember that we will never ask for your CVV, UPI PIN, net-banking password, OTP or account password by phone, email, WhatsApp or chat — any message that does is a fraud attempt.

Email info@tickettrix.com from your registered address with "Data deletion" in the subject. We acknowledge within 48 hours and action it within 30 days. Some records — invoices, GST filings, booking history covering an open refund or dispute — must be retained by law, and we will tell you which.

Because a booking is a contract, and Indian law requires contractual capacity. Children and infants travel all the time — the booking simply has to be made by a parent, guardian or authorised adult.

The booking-emergency line runs 24x7 — a same-day flight disruption, a check-in refused at a property, a boarding you are about to miss. General queries, refund follow-ups and agency account questions are handled during business hours and usually answered the same working day.

Reply to your existing ticket marked "Escalate", or write to info@tickettrix.com with the ticket reference. Escalations are acknowledged within 48 hours and targeted for resolution within 15 days. Escalating without a ticket reference takes longer, because the history has to be reconstructed first.

Yes. Write to info@tickettrix.com if support and escalation have not resolved your issue. The Grievance Officer acknowledges within 48 hours and responds within 30 days, consistent with the Consumer Protection (E-Commerce) Rules, 2020.

Almost always because the supplier has not released it yet. Airline refund queues stretch during disruption, and a hotel or operator can hold a release for its own reconciliation. We chase it and we will tell you plainly when the supplier is the constraint rather than us.

Your agent, first — they hold the customer relationship, the invoice and the refund. We can see the booking but the money and the contract run through them. If they cannot resolve it, come to us with the booking reference and we will help.