Frequently asked questions

Yes, contact us as soon as possible if you want to cancel a trip. Email your cancellation and include your booking number or invoice number, and the reason for the cancellation.

For faster handling, please attach relevant documentation, for example a medical certificate, if the cancellation is due to illness or other special circumstances.

Which costs may apply and whether a refund is possible depends on the type of trip you have booked, the terms of the booking and when the cancellation is made. Different rules may apply to flights, hotels, package tours and other travel services.

Many flight tickets and hotel rates have limited or no refund options after booking. Other bookings may be changeable or refundable under specific terms. We will help you check what applies to your specific booking.

If you need to cancel at short notice, we recommend that you both email us and call during our opening hours.

It is a good idea to check in advance what protection you have if the trip needs to be cancelled, and which terms, deadlines and documentation requirements apply.

Contact us by email and by phone during our opening hours as early as possible if you want to change or rebook your trip. The sooner you contact us, the better the chance we have of finding suitable options. Provide your booking number or invoice number and describe what you would like to change.

Whether a change is possible depends on the type of trip you have booked, the applicable terms and how close to departure the change is made. Different rules may apply to flights, hotels, package tours and other travel services.

A change may involve additional costs, for example a rebooking fee, a price difference, or fees from airlines, hotels, operators or other suppliers. In some cases a change is treated as a cancellation followed by a new booking.

We will help you check what applies to your specific booking.

Contact us as soon as possible if something in your booking or booking confirmation is incorrect. Provide your booking number or invoice number and describe what needs to be checked or changed.

In particular, check that names, travel dates, route, destinations, number of travellers and contact details are correct. The name in the booking must match the name in the traveller’s passport.

The sooner you contact us, the more we can help. Once a booking is confirmed or paid for, changes may be limited, involve extra costs, or in some cases not be possible at all.

Travel documents are normally sent by email once the booking is confirmed, paid and finalised, unless otherwise agreed.

Exactly when the documents are sent can vary depending on the type of trip you have booked and the conditions of the airline, hotel, operator or other supplier.

Make sure you have provided the correct email address and that you check your inbox before the trip. Also check your spam folder if you are missing an email from us.

Contact us if you are missing travel documents, if a link does not work or if any information appears incorrect.

Many airlines offer online check-in, but procedures vary depending on the airline, destination and type of ticket. Check what applies with the airline you are travelling with.

For online check-in you will normally need the airline’s booking reference, which is found in your travel documents or on your ticket.

If online check-in is not available, you check in at the airport. You are responsible for being at the airport in good time before departure. Allow plenty of time for check-in, baggage drop-off, security, passport control and reaching the right gate.

How early you need to arrive depends on the airline, destination, airport, time of travel and whether you are travelling with checked baggage. Always check the current recommendation from the airport and airline before departure.

Many airports, for example Stockholm Arlanda, publish recommended times on their websites. We recommend that you arrive in good time rather than risk being late for check-in or boarding.

In many cases you can choose or request a seat on the flight, but availability depends on the airline, ticket type, destination and availability.

A seat can sometimes be added at the time of booking or later before departure, depending on the airline’s rules and technical options. A fee usually applies.

If you are travelling as a group or family and want to increase the chance of sitting together, we recommend booking seats in advance.

If you would like us to check whether a seat can be added to your booking, contact us in good time and provide your booking number or invoice number.

Please note that seat requests cannot always be guaranteed. The airline may also change seats for operational or safety reasons.

In some cases you can travel with a dog or cat, but availability depends on the airline, destination, the size of the animal, how it is to be transported and availability on the flight.

Contact us in good time if you want to travel with a dog or cat, and we will help you check what applies to your booking. Transport of animals usually has to be pre-booked and confirmed by the airline. A fee normally applies.

You are responsible for checking which rules, certificates, vaccinations, pet passports and other requirements apply to the trip. Rules may vary depending on destination, layovers and whether the animal travels in the cabin or in the aircraft’s cargo hold.

If your checked baggage does not arrive, is delayed or has been damaged, you should report it directly at the airport to the airline or baggage service staff.

Ask for a PIR report or other written confirmation of your report, and keep all documents, receipts and reference numbers.

The airline is responsible for handling delayed, damaged or lost baggage. Check the airline’s instructions and deadlines for submitting claims or additional documentation.

If you have travel insurance, card protection or other baggage cover, also check what applies under those terms.