Frequently asked questions - Flights
Changes and cancellation
Is it possible to cancel my booking?Yes you can cancel your booking, however Megabon has a non-refundable policy and therefore if you wish to cancel your flight we are unable to offer you a refund.Although a refund is not possible there are still several options available to you, possibilities include a change of date, destination or passenger. Please note that each of these options can incur further costs.If you make a decision to take one of these options we ask you to login into your account or open your booking via Manage My Booking where you will be able to see what is available to you. Please contact our customer support team via the email info@megabon.eu should you have any further questions or queries relating to this topic.
Is it possible to change my reservation?
In general yes, changes to your reservation are possible. Changes can include a change of passenger, a change of destination or a change of date. Each of these options can incur further costs to your journey, costs are calculated on an individual basis and are case specific. If you wish to make any changes to your booking please log on to your account or review your flight details via the Manage My Booking section.We ask you to keep in mind that we work alongside several different airline carriers and each airline have their own rules and regulations. Therefore in some circumstances it can happen that not all options for changes are available to you.Should you not be able to make suitable changes via your account or Manage My Booking then please do not hesitate to contact our customer support team.
Need to make changes to my flights due to unforeseen circumstances, am I covered by your guarantee?
For all questions relating to our guarantee please review the guarantee policy section of our site. Go to Kiwi.com Guarantee.Here you will find a brief overview detailing what you can expect to be covered. If you still have questions outside of this then please reach out to our customer support team via the contact us page and they will be able to assist you further.
How can I pay for my flights and what methods are accepted?
Things To Check Before You Book
Can a child/or children travel unaccompanied?
Please note that some airlines will not allow your child to board if they are under the age of 18. However for most carriers an unaccompanied child is allowed to travel from their 16th birthday. A child younger than this will not be able to travel alone.Due to varied regulations we ask you to check the policy of the airline(s) which you will be travelling with before confirming your booking. If you have any further questions on this topic please contact our customer support team.
Do I require an Entry Visa or Transit Visa for my journey?
When traveling you may require an entry visa for your final destination or in some cases in order to catch connecting flights a transit visa may be required. In each situation it is your responsibility to check the country visa regulations before booking services with Kiwi.com.Note that if a passenger does not have the appropriate visa arranged before flying out then you may not be able to board and you will lose your flight and any connecting or returning journeys. The responsibility of visa arrangements is solely with the passenger(s). Kiwi.com does not accept any liability for issues encountered with visa/transit visas.As we provide flights globally it is very difficult for us to be kept updated with the visa policies of all countries, however here is a useful link which may help you better understand each country's requirements.http://www.iatatravelcentre.com/passport-visa-health-travel-document-requirements.htmlIf you are unable to find out the full requirements via the above links or if you are still in doubt then please reach out to your local embassy or ministry of foreign affairs for more information.
What identification documents are accepted when travelling?
Identification document requirements can quite often be country specific. Below however we have tried to summarise some guidelines to help you better understand these requirements.In all cases we strongly advise you to check what is needed before your departure. It is the responsibility of the passenger(s) to ensure you have the correct identification documentation available for checking. If you do not have the correct form of identification then you may not be allowed to travel. Note that Kiwi.com does not accept any liability for issues encountered relating to identification concerns.
You must still show a valid ID card or passport when travelling to or from Bulgaria, Croatia, Cyprus, Ireland, Romania and the United Kingdom. Though part of the EU, these countries do not belong to the border-free Schengen area. Before travelling please check which documents you must have to travel outside your home country and to enter the non Schengen EU country you plan to visit.
Documents for EU Nationals Within The EU
If you are an EU national, you may not be asked to produce your national ID card or passport when travelling from one border-free Schengen EU country to another. However we do recommend you to keep your identity card or passport with you as Schengen EU countries have the possibility of adopting national rules obliging you to hold or carry papers and documents when you are present in their territory.Note that driving licences, post, bank or tax cards are not accepted as valid travel documents or proof of identity.The border-free Schengen area includes:Austria, Hungary, Norway, Belgium, Iceland, Poland, Czech RepublicItaly, Portugal, Denmark, Latvia, Slovakia, Estonia, Liechtenstein, Slovenia, Finland, Lithuania, Spain, France, Luxembourg, Sweden, Germany,Liechtenstein,Greece,Netherlands.You must still show a valid ID card or passport when travelling to or from Bulgaria, Croatia, Cyprus, Ireland, Romania and the United Kingdom. Though part of the EU, these countries do not belong to the border-free Schengen area. Before travelling please check which documents you must have to travel outside your home country and to enter the non Schengen EU country you plan to visit.
Documents for Non - EU Nationals Within The EU
If you are a non-EU national wishing to travel within the EU, you will need a passport and quite often a visa.As we provide flights globally it is very difficult for us to be kept updated with the visa policies of all countries, however here is a useful link which may help you better understand each country's requirements.http://www.iatatravelcentre.com/passport-visa-health-travel-document-requirements.htmlFor further details please refer to our Do I require an Entry Visa or Transit Visa for my journey? section of the FAQs.International Flights Outside Of The EU
In all cases relating to international travel we advise you to have your passport available as proof of identification. In some local cases an identity card may be accepted but as we provide flights globally we cannot be kept updated of all country requirements. If you are in doubt as to what type of identification document you would need please contact your local embassy for more details.For further details relating to visas please refer to our Do I require an Entry Visa or Transit Visa for my journey? section of the FAQs.Making Payment
Megabon accepts only VISA (Electron is not accepted) or MasterCard for online payments. No other type of credit/debit cards will be accepted. In some countries you may pay via Sofort (DE, NL, FR, PL, ES, HU & SK) or Trustly (SV & DA).
Where can I find out the card details?
Credit Card Number is 16 digit number found on the front side of your card.
Expiration Date is usually just below your card number on the front side.
CVC/CVV code is 3 digit number found on the back side of our card next to the signature strip.
Cardholder's Name is on the front side
Expiration Date is usually just below your card number on the front side.
CVC/CVV code is 3 digit number found on the back side of our card next to the signature strip.
Cardholder's Name is on the front side
My card payment was declined, what are my options?
If your payment has been declined then please check the following:
- You have used a VISA or MasterCard. No other type of credit cards will be accepted.
- You have added all card details correctly:
- Credit Card Number: 1234 1234 1234 1234
- Expiration Date: 01/16
- CVC/CVV: 123
- Cardholder's Name: John Smith
- Your account balance is high enough to cover your order
- Online payments have been authorised for your credit/debit card
- You have not exceeded your daily limit for spending on your card
- Your web browser is the most updated version.
My booking was declined due to suspicion of fraud. What can I do?
Kiwi.com&Megabon are working alongside our partner Riskified whom help us to prevent fraudulent cases. As part of this partnership you may be asked to provide additional information in order for us confirm your booking. We understand that although this experience may not be a pleasant one we want to ensure you that this is just part of our fraudulent screening process.In all cases where Riskified have identified a possible fraud risk an email will be sent to you requesting for additional information. Please work with them as we will then look to process your request following a successful evaluation of your case.In the unfortunate event that your order has been declined and you feel that there was no risk of fraud from your side. We ask you to reach out to our customer support team who will review your case in more detail and look into what can be done to help you process your order.
I have booked with you online, when will I receive my confirmation of booking?What is hand baggage and what are my restrictions?
Is it possible to update or amend passenger details including name, date of birth and documentation details?How to pay an invoice for additional services which I have ordered with you?
In the event that you have requested additional services with us and a payment will be required, for example baggage or passenger updates, Kiwi.com will add the charge to the manage my booking section of our site. You will receive a link via email which will direct you to this section of our site where you will then be prompted to enter your credit/debit card details for the processing of the payment.If you are unsure of how this payment process works please reach out to our customer support team.
Booking Confirmation
Your confirmation will be usually ready within 30 minutes after your order. We try our best to confirm your flight as soon as possible but sometimes it can take longer due to technical difficulties. If there is a delay with your booking we will also keep you informed via email.Please note that we strongly advise you not to book any hotels, car hires, connecting transports etc, until you have received full confirmation that your flights have been booked with us.
Baggage
Hand/cabin/carry on baggage is something which you can take on board the flight with you, for example a handbag or small suitcase. Normally one piece of hand baggage is included with your order for free.Megabon does not accept responsibility for misunderstandings which can occur due to incorrect weight and height restrictions for hand baggage. Therefore we ask you to check the restrictions which are applicable to your airline(s) carefully to avoid any inconvenience or additional cost at the airport. We will do our best of course to inform you of the correct weight and restrictions during the booking process.
What is hold baggage/checked baggage and what are my restrictions?
Hold or checked baggage refers to baggage which you can check-in with an airline which is then carried in the aircraft's undercarriage. This usually includes larger items such as suitcases, pushchairs or sports equipment. Basically, anything too large to be carried on the cabin as hand baggage has to be checked in as hold baggage.Kiwi.com does not accept responsibility for misunderstandings which can occur due to incorrect weight and height restrictions for hold baggage. Therefore we ask you to check the restrictions which are applicable to your airline/s carefully to avoid any inconvenience or additional cost at the airport. We will do our best of course to inform you of the correct weight and restrictions during the booking process.In most circumstances for low cost airlines, hold baggage requires additional payment and is not always included in your reservation. A lot of charter flights will include some sort of allowance for long haul flights. We do ask you to be aware that it is important to check these options during your initial booking phase. You are able to view your weight and size allowance under the section Your flight information which can be found on the righthand side of the booking form.
I have connecting flights, do I have to check-in my hold baggage once again when changing flights?
Yes! Most low cost airlines do not offer a transition service of your hold baggage to other airlines. You will need to collect your baggage from your first flight, leave arrivals and then head to departures to recheck your baggage in again.In some circumstances you may be able to transition your baggage and avoid this process but this is your responsibility to ask about the possibility during your initial check in for your first flight.As a result of this process we kindly ask you to leave appropriate time between transfers to avoid any issues as well as to avoid any belongings from being lost or misplaced.
I completed my booking, is it possible to add new or additional checked baggage to my reservation?
Yes of course, adding hold baggage/checked baggage to an existing reservation is usually possible, but depends on the carriers policy. Baggage can be added by logging in to your account or via the Manage My Booking section of our website. You are able to add one piece of baggage per passenger online, therefore if you require anything more than this or simply if you have any questions please contact our 24/7 customer service team for support.Once the order is processed you will receive confirmation via email, it is only possible to add baggage online upto 36 hours before departure. If you have a circumstance which requires assistance outside of this rule, please contact our customer service team.Lastly we advise you to always add baggage before you fly as it tends to be cheaper to add in advance than paying for this service at the airport.
What is the weight and dimension allowance of my hand/checked baggage?
Weight and dimension restrictions are solely dependent on the carrier which you will be flying with. Confirmation of your allowance can be found at the bottom of your booking confirmation and e-ticket.Note that when flying with various airlines it can sometimes happen that your baggage allowance can change. Kiwi.com does not accept any liability in cases where this situation can occur and therefore we strongly advise you to check your limitations in advance of your initial departure.
Passenger Details
Yes it is. There are various ways which you can update personal details. When update requests are made we strongly advise you to provide us via email with a copy the passenger(s) passport(s). This will to help speed up the change process as most airlines will request a copy.
Is it possible to order a flight if I am waiting for a passport to be issued?
Yes, you can make an order with our interim passport details. However please note that on some occasions changing of your passport details can incur a charge so we would advise to have your passport in advance of your booking.You may use the following details when booking:
Travel document number: 123456789
Travel document expiration date: 1/1/2020Once the new passport is ready please contact customer support and be ready to provide us with the new number and expiration date, we will then update the details for you.Should you not update the passport data following the usage of our interim passport details, there is a chance that you will not be able to board. Please avoid this situation by updating us no later than 36 hours before the flight departure.Online Check-In & Boarding Passes
Is Kiwi.com/Megabon going to process the online check-in for me?As long as you have provided all of the relevant information, passenger names, passport & contact details., then yes, Kiwi.com will automatically process an online check-in for all situations where online check-in is available. The boarding pass/es will then be forwarded to you via email immediately after.As each carriers have different regulations we will treat each journey on an individual basis. Online check-in timeframes can be 3 days before, 1 day before, 12 hours before or in some cases not available at all.We will advise you of your boarding pass availability during the initial booking. Below is a snapshot of where you can find these details. This info can be found in your booking confirmation email.Kiwi.com may request for additional information in order to process your online check-in. Therefore we ask that you take responsibility for checking your mails or reaching out to our customer service team if you have not received your boarding pass/es within the timeframe which is printed on your booking confirmation.
If you would like us to arrange the online check-in for your flight where the check-in is available less than 72 hours before departure, please contact our customer support.
If you would like us to arrange the online check-in for your flight where the check-in is available less than 72 hours before departure, please contact our customer support.Can I check-in online directly with the airline?
In most cases the answer to this question is unfortunately no as Kiwi.com acts as a beneficiary on your behalf and all bookings are made under the account of Kiwi.com. As such, airlines may not be able to locate your booking with just your details.
Am I able to retrieve my boarding pass via a mobile application and download it to my phone?
Currently this is not an option which is available at present. Please either print off your boarding pass or, in some cases airlines will accept a PDF version on your phone. As airlines vary you will need to check the regulations with the carrier which you will be flying with in advance.
