Please browse the most frequently asked questions by our customers and you may easily find the answer to your question:
Flights FAQ's
Q. How do I change my flights?

We have negotiated many different types of agreements with different airlines; thus, the rules and restrictions for exchanges and cancellations vary greatly if allowed at all. When allowed, airlines require that we collect a fee for the exchange plus any difference in fare when necessary. Exchange fees start at $125 USD and go as high as $350 USD. Your exchange agent can tell you when you call.

We must insist, however, that you do not book an itinerary for the exchange. Please keep in mind that all exchanges must be on itineraries provided by the same airline that issued the original ticket. In some cases, the airline may restrict or deny exchanges requested with as few as seven days before departure.

Once you are prepared to give our exchange agent the new itinerary, please call us at (646)-738-4832. To expedite this process, please have your old ticket and/or file number with you as well as the new itinerary you wish to book.

Q. What is an "E" ticket?

E-tickets, are offered by many major airlines, and allow you to travel without a paper ticket, eliminating the worry of leaving your tickets behind. offers e-tickets when they are available.

Bring government issued photo identification (such as a driver’s license or passport) to the airport. E-ticketed passengers must have a printed boarding pass in order to proceed directly through security for check in at the gate. Customers with check-in baggage or E-tickets who do not have printed boarding passes must go to the ticket counter prior to going through security checkpoints.

Q. Why are the fares different from other sites?

Airlines practice the marketing concept known as "yield management,"where they sell as many seats as they can at the highest price they can get. It is impossible to pinpoint the cost of any single seat on any given flight. For example, some seats will be assigned special fares for corporate clients, while other seats will have been sold through a consolidator at a discount. Similarly, some fares may have been bought at a discount with frequent-flier award points or from a last minute Web special. At our site, you will always be quoted the lowest fare available to us at that time.

Q. How do I cancel this reservation?

Most airline tickets issued are non-refundable, and non-transferable. Name changes are not permitted. However, you may be able to exchange your tickets for different dates. Penalty fees apply and not all tickets are changeable. Please call our exchange department for details. (646)-738-4832

Q. Please quote me a fare.

As airlines fill flights or change fares, our database immediately reflects those changes. Since the fares change frequently we are unable to quote fares via email.

Please call our sales team at (646)-738-4832

Q. What is a 'return period', and how long is it for partners?

The ‘return period’ is an amount of time referral traffic from an affiliate partner is ‘tagged’ for that specific affiliate partner. The ‘return period’ for the Affiliate Partner Program is 90 days.

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Billing & Payments
Q. When can I expect my refund?

When a reservation is cancelled the same day it was booked, funds for the Airline portion are not collected. Any pending charges you may have seen would have been a "pending hold" for verification. These funds will return to your available credit and will not reflect as a refund. This process normally takes from 3 - 7 business days, depending on your banking institutions procedures.

Please note: Some Prepaid credit card companies will hold pending authorizations for up to 30 days.

If the airline rules allow for cancellation the day after booking, funds for the Airline portion will be refunded within 7 - 14 business days. It will depend upon the Airline(s) and your banking institutions policies. At times the refund will post before the charge is processed or may not appear on your current statement. Please contact your bank to verify the refund was received.

Any refunds requested after 48-hours of purchase are based solely upon the Airline(s) rules. If approved, the refund will generally take 1-2 billing statement cycles. In some exceptional cases refunds may take longer than originally anticipated. An email update will be sent to you advising of any delay.

Q. I received an email advising of a refund I did not request.

These refunds are typically for seat assignment requests that could not be fulfilled by the Airline or during a quality check if we detected an overcharge. This refund does not affect your airline ticket purchase.

Q. I have multiple charges on my account

This occurs when multiple Airlines or passengers are booked in a reservation. You will see a charge for each ticket processed separately. Any service fees, taxes or additional services may also show as separate charges with the description of Airline/Taxes and Fees. When added together these amounts should total the amount you were quoted.

Q. I have duplicate charges for the same trip on my account.

Verify with your bank what company the charges are coming from that have posted. Most tickets issued through OneTravel will have the description of NV or Las Vegas on your statement. If you are certain there are posted duplicate charges from OneTravel, please contact the Billing Department for Assistance at (646) 738-4943.

Q. I’ve been charged more than what was quoted.

Confirm with your bank whether the charges in question have posted or are pending to your account. At the time of reservation a "pending charge" is placed on your account for the full amount. The bank/credit card company then puts a "hold" on that dollar amount, until the transaction either posts or is cleared. With a successful transaction, the charge will typically post to the account within 2 - 3 business days, at that time the money will be deducted from your account, and the "hold" will be released. At times the "pending hold" can show on your account after the charge has posted. Please allow time for the "pending hold" to return to your available credit. This is dependent on your banking institutions policies.

Please note: Your initial quote may not include seat charges, insurance or any additional services requested. These services are charged at the time they are selected and will increase the total cost of your trip. Posted charges may appear in multiple transactions which should total to the amount you were quoted.

Q. I do not recognize the charges on my bank statement.

Charge descriptions can vary depending on the type of reservation you have booked

• For pre-paid hotels, the description can appear as:
• OT Hotel/Taxes and fees
• OneTravel or Agent fee

• For non-prepaid hotels, charges will appear from the Hotel directly

Please note: Non-prepaid hotels may obtain an authorization on your account prior to arrival.

• Most tickets issued through OneTravel will have the description of NV or Las Vegas
• Any service fees/taxes or additional services may also show as separate charges with the description of:
• OT Airline/Taxes and Fees
• Agent Fee
• OneTravel

Car Rentals
• Car rentals are paid to the Car Rental Company directly at the time of pick up or drop off
• Any optional insurance purchased and or Service fees will be charged at the time of booking. These charges will hold the description of:
• OT Car/Taxes and fees
• OneTravel
• Agent fee

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Travel Protection
Q. What does my flight protection plan cover?

Sickness, injury, or death of the Insured, a Traveling Companion, Family Member, or Business Partner while coverage is in effect. A doctor must provide treatment before you cancel or interrupt. Exclusions may apply, such as pre-existing medical conditions.

• The Insured’s principal residence being made uninhabitable by fire, flood, burglary or natural disaster.
• Being required to serve on a jury, hijacked, or quarantined.
• Being directly involved in a traffic accident, substantiated by a police report, en route to departure.
• Inclement weather, mechanical breakdown, or unannounced strike that causes complete cessation of services for 12 hrs.
• A Terrorist Incident in a city listed on the Insured’s itinerary within 30 days of the scheduled departure date (not applicable if a substitute itinerary is provided). Refer to your plan document for definition of a Terrorist Incident.
• A documented theft of passports or visas.
• Bankruptcy of an airline, causing a complete cessation of travel services. Bankruptcy must occur more than 14 days following Insured’s Effective Date. The Plan must be purchased within 10 days of initial deposit/payment for Trip. See plan document for additional details.

Reasons not covered:
• Travel arrangements cancelled by the tour operator, airline, or cruise line.
• Change in plans (“I no longer wish to travel.”).
• Normal pregnancy or childbirth.
• Financial circumstances (“I can no longer afford to travel.”).
• Business or contractual obligations (“My boss needs me to work.”).
• Anything not listed under the covered reasons in your plan document.

Q. How do I file a claim?

Claims should be reported online at

com. After you report your claim online, you will receive an email with details on how to submit documentation so we may process your claim. For assistance, contact Trip Mate at 1- 866-501-3253.

Information needed to report a claim: traveler’s names, dates of birth, dates of travel. Plan # and booking # are helpful.

Q. What if I have a travel emergency?

If you’re experiencing travel problems during the trip, contact Generali Global Assistance:

1-866-802-9530 Toll Free in US and Canada
1-954-334-4828 Collect Outside US Email

Q. What if my trip is interrupted or delayed?

The Travel Protection Plan can reimburse:

• Return flight cost for covered injury or sickness of the Insured traveler (and Traveling Companion).
• Reimbursement of up to $200 for hotel, meal and local travel expense if you are delayed 12 hours or more due to:
    o Common Carrier delay.
    o Lost or stolen passport, money, or travel documents (obtain a police report!).
    o Quarantine, terrorism, natural disaster.
• Remember to retain receipts for your claim!

Q. Should I cancel my flights if I need to file a claim?

If you are certain you cannot travel, call the airlines directly to cancel or OneTravel customer service at 1-646-738-4832. The Travel Protection Plan provider cannot cancel your travel arrangements.

Q. Does my flight protection plan cover lost baggage?

Plans vary so please check your plan document.

• If your plan lists “Baggage Delay” in the schedule of benefits, reimbursement is up to $200 for the purchase of essential items if baggage is delayed for more than 12 hours during your trip. Remember to save receipts!
• If your plan document lists “Baggage and Personal Effects” in the schedule of benefits, coverage is for lost, stolen or damaged baggage. Some plans are subject to a $50 deductible. A written report from an official is needed (airline, hotel or police report).

Q. If I change my mind and don’t travel, am I covered?

No, the Travel Protection Plan does not cover cancellation for any reason. The plan provides the listed benefit when a trip is canceled due to one of the listed covered reasons only. View your plan document for details.

View plan documents here:

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Car FAQ's
Q. I made a car reservation on-line, do I get a confirmation voucher?

All on-line bookings of car rental services will generate a confirmation number assigned by the car rental firm. Please take a copy of your booking confirmation email with you for check in. does not issue any vouchers to confirm car rental reservations.

Q. What are the age requirements to rent a car?

In the United States, most car rental companies have a minimum age of 25 or above. There are exceptions, but the renter must pay a surcharge. In Europe, foreign driver restrictions vary from country to country. Drivers need to be a minimum of 18 in most countries and have a valid US drivers license. Please check the official website of the rental company. These sites generally have age restrictions posted there, as well as information regarding seat belt laws, child seat requirements, and speed limits.

Q. How do I pay for the car rental?

Generally a credit card is required to secure a car. Many car rental companies will not accept a Debit card, cash for payment or 3rd party credit cards as payment. Check with the individual car company for their policies. All rates are quoted and guaranteed in US Dollars.

Q. What do I need in order to pick up a car?

Print or email the online confirmation from This confirmation number from the car rental company is all that is needed, other than a valid driver's license and a major credit card. We do not recommend using debit-cards to pay for car rentals. Some car rental companies may also require a good driving record as a pre-requisite to rent a car and proof of insurance. They may check this at the time of rental, when the actual rental agreement is completed.

Q. Do I need an international driver permit?

It isn't required, but it can't hurt. It costs approximately $20 USD to purchase an International Driver's Permit (IDP), which is simply a translation of a valid U.S. driver's license. This document can prevent a lot of problems for clients driving abroad, especially if they are driving in a country where they don't speak the language, or in a non-tourist area. Per the U.S. State Department only two companies are allowed to issue IDPs.

Q. What does the collision insurance cover?

If You rent a car while on the Covered Trip, and the car is damaged due to collision, theft, vandalism, windstorm, fire, hail, flood or any cause not within Your control while in Your possession, the Company will pay the lesser of:
• the cost of repairs and rental charges imposed by the rental company while the car is being repaired; or
• the Actual Cash Value of the car, meaning purchase price less depreciation; or
• the amount shown on the Confirmation of Coverage. Other restrictions may apply.

Coverage is provided to You, provided You and Your Traveling Companions are licensed drivers, and are listed on the rental agreement. Coverage is not available to residents of Texas and Oregon. This benefit does not apply to cars rented in Jamaica, Republic of Ireland, Northern Ireland and Israel. OneTravel recommends taking a copy of the policy coverage along with you to the rental car company.

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Visa and Passport Assistance
Q. How do I know if I need a Passport and/or Visa for my travel? What are the required documents and forms?

Passport and Visa requirements can be determined any time of the day by clicking here. If the web resources do not answer your questions, please call us at 1-866-592-9685 to speak to a live customer service specialist.

Q. What is the difference between Visa validity and duration?

Validity refers to the amount of time before a travel document expires. Duration refers to the maximum stay in a country that is permitted on a visa. A Brazilian multiple entry visa may have a validity of five years, however, the maximum duration of stay at any one time is 90 days.

Q. What is an Australian ETA and am I eligible to get it?

An Australian ETA is equivalent to a visa, but there is no stamp or label in your passport, and there is no need for you to visit an Australian diplomatic office to submit an application. U.S. and Canadian citizens and about 25 other nationalities can take advantage of Australia's new use of technology for immigration clearances. Click here to start processing an Australian ETA.

Q. I have an urgent need for a Passport, what can I do?

Passport processing can be expedited based on the requirements. Once all documents are received, “Rush” services apply when 3 - 10 business days are available for the processing, whereas “Emergency” services apply when 1-2 business days, or less, are available. Click here to start processing your passport.

Q. What are the fees associated with Visa and Passport processing?

The cost of services usually comprises of government/document issuing fees, delivery charges, rush surcharges (if any), our service fees and foreign national surcharges.
- Government/document issuing fees refer to foreign consular fees or U.S. Passport Agency fees
- Foreign national surcharges are added for all travelers who are non-U.S. citizens. A research fee for providing forms and requirements will be charged for all travelers residing outside the U.S.

Q. If a Visa is required; do I need to send in my actual Passport?

Yes. For most countries, a passport needs to be submitted so the visa may be stamped on one of the blank visa pages.

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Secured Flight Passenger Data
Q. What is Secure Flight?

Secure Flight is a program of the United States Department of Homeland Security (DHS) that streamlines the security watch list matching process. By collecting passenger data, it will improve the travel experience for all airline passengers.

Q. What Passenger data is required?

When passengers travel, they will be required to provide the following Secure Flight Passenger Data (SFPD) when making a reservation:
Full Name as it appears on government-issued I.D that you will be traveling with.
• Date of Birth
• Gender
• Redress Number (if available)

Q. What is the objective of Secure Flight Program?

A-The goals of the program are to:
• Identify known and suspected terrorists
• Prevent individuals on the No Fly List from boarding an aircraft
• Subject individuals on the Selectee List to enhanced screening to determine if they are permitted to board an aircraft
• Facilitate passenger air travel
• Protect individuals' privacy

Q. How does it help?

It is to the passenger's advantage to provide the required data elements as doing so may prevent delays or inconveniences at the airport which may differentiate you from individuals on the government watch list.

Q. What is a Redress Number?

This is a unique number the Department of Homeland Security (DHS) assigns to a passenger who have been previously identified for screening at the airports. For more information on the redress process, visit

Q. If the name printed on my boarding pass is different than what appears on my government ID, will I still be able to fly?

The name you provide when booking your travel is used to perform the watch list matching before a boarding pass is ever issued. You should ensure that the name provided when booking your travel matches the government ID that you will use when traveling.

Due to difference in boarding pass systems, boarding passes may not always display the exact name you provided when booking your travel. Differences such as the use of a middle initial instead of a full middle name or no middle name/initial at all, hyphens or apostrophes) should not cause a problem for the passenger.

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Hotel FAQ's
Q. Can I add additional people to an existing hotel booking?

Yes. You can add a guest to the same hotel room by calling our customer service desk at (646)-738-4832. Please note there may be a charge for additional guests.

If you need to book an additional room for the guest you may do so online as a new reservation.

Q. Are the hotel rates in US dollars?

Currency Conversions are based on approximate exchange rates at the time of booking and should be used for an approximate guide only.

Q. What types of Credit Cards are accepted?

We accept Discover, American Express, Visa, MasterCard and Diners Club.

Your current billing address and phone information must be included with every order.

Sales Tax will be charged on certain products depending on the shipping address required by law.

Q. I've just completed my online hotel reservation booking, how do I receive my voucher?

If your hotel was an Exclusive (pre-paid) reservation a voucher will be generated upon payment with your credit card. This voucher will be e-mailed to you and is part of your confirmation page.

All non pre-paid bookings, you will receive a confirmation e-mail with the details of your reservation.

Q. Can I cancel or make changes to my hotel booking?

Many pre-paid hotels are non refundable and cannot be cancelled or changed. There is a cancellation fee of $35 USD charged by OneTravel com. You may also be subject to penalties and fees from the hotel. advises you to verify all hotel rules on your pre-paid reservation.

Q. When will I be charged for my hotel reservation?

If you have reserved an Exclusive (pre-paid) hotel reservation, your credit card will be charged at the time of booking and includes most taxes and fees. Any additional costs such as meals, laundry, telephone and parking and resort fee’s are not included in your reservation rate.

For non Exclusive rates payment is made at the time of check-out. Some hotels require a one night deposit charged at the time of booking. Local and state taxes, fees and any additional costs incurred by you are not included in the quoted rate unless stated.

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General Questions
Q. Once I’ve begun my trip, who should I contact for help?

Once your journey has commenced, it is advisable to get in touch with the Airline or service provider in the city/country where you are situated.

For your convenience we have provided a link for the toll-free number of all airlines, click here.

Q. What is a Consolidator?

Consolidators are wholesalers of airline tickets to retail travel agencies. These tickets are generally available through retail travel agencies only.

We bring consolidator airfares directly to the consumer. Consolidators have an agreement with airlines to purchase certain seats in advance in big volumes, thereby bringing savings to the traveler.

Most Consolidator tickets offer frequent flyer miles. Restrictions are similar to an advance purchase ticket.

Consolidator Fares are generally 20-50% discounted than published fares, they may have similar or more restrictions. Cancellations and changes are usually more restrictive, so if you are set on your dates do not worry about the conditions. You may want to purchase Travel Insurance.

Q. Is a member of any Travel Organizations?

We are a member of IATAN and ASTA, both widely recognized and reputable travel organizations in the US and Internationally.

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