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Help & Support

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How can I Contact Customer Support Service

The best way to get in touch with our Experts is by calling +1-888-983-1771 or by emailing support@luxflight.com

Tips
  • If you've already made a booking on LuxFlight.com, make sure you have your Booking Confirmation Number and travel documents ready.
  • If you need more information before booking your trip, please access Travel Information articles, Flights and Billing & Payment articles to find the answers to many common questions.
  • If you have any inquiries regarding reservation changes or cancellations, please contact the Customer Support center of LuxFlight.

Travel Information

What do I need to know before booking a flight?

When planning your flight, several aspects need consideration such as pricing, different fare categories, baggage rules, the challenges of long-distance travel, and adhering to airport guidelines. To streamline your booking experience, LuxFlight has created a detailed flight guide. It offers tips on discovering budget-friendly flights, packing smartly, and making effective use of top travel resources.

It's a well-known fact that flights are generally cheaper in the low season compared to the high season. The month when you'll find the lowest-priced plane tickets depends largely on the season and destination you're intending to visit. Our data from LuxFlight over the past year shows that, for international flights, January has been the best priced month to fly, with July being the most expensive month. This information can help you save money by booking your flights during the more affordable times of year and also avoid high season months with overcrowded airports and planes.

Flights

Flight Pricing on LuxFlight

All flight prices on LuxFlight include applicable taxes and fees. The only exceptions are optional fees, such as additional checked baggage, seat selection, pet accommodations, etc. These add-ons must be arranged separately on the airline's website after the purchase is complete or ask our travel specialists for assistance and they will arrange the add-ons for you.

Itinerary Review:

Before proceeding and confirming your booking you will have a chance to review the itinerary and all the details you need will be highlighted (departure, arrival dates/times, stop-overs, layover time, airport changes and all the important information).

Fare rules and restriction review:

There are general rules and restrictions that are common for most fares regardless of the class of service you choose to purchase. But, also there are specific rules for each flight and booking that can be unique for the fare you choose. Please review the fare restrictions and rules for the chosen itinerary. In case something is not clear enough or you have questions left after you read the dedicated fare rules and restrictions for your itinerary, please contact the Customer Support Center and ask for assistance.

Basic Fares

If you've booked a basic or light fare ticket, it is the airline's most restrictive non-refundable fare. The airline will not allow you to make any changes or cancellations to the itinerary and there are no exceptions that can be applied.

Seat selection

Advanced seat selection is not available for basic bookings and passengers traveling together will, most likely, not be able to sit together. Some airlines may allow seat selection in advance for a fee.

European carriers have additional fees for economy fares, premium economy fares and some even for business class fares (British, Scandinavian, FinnAir).

Baggage

Depending on the itinerary and class of service you choose, a check-in bag may or may not be included in the fare. In the case that a carry-on is not permitted, you will be required to check your bag and pay the airline's checked bag fee. Please check baggage allowance for your specific itinerary before booking.

Flight Status

It is always good to check the status of your flight before you leave for the airport. Last minute changes can happen from time to time, due to bad weather or technical issues.

You should be able to check your flight's status on the airline's web page or the airport's website. We recommend keeping an eye on those big screens in the airport while waiting for connecting flights! Some airlines offer a flight status text alert feature which you can sign up for when managing your booking on their website.

What time is my flight?

All flight departure and arrival times are shown in the confirmation email that we send you after the payment is confirmed. Times are always displayed in the local time of the departure/arrival airport.

If you have an overnight or international flight, you will be shown the date/time of departure and arrival, local to your connecting flight and local to your final destination.

What happens if I skip one of my flights?

If you don't take one of your flights without notifying the airline in advance, your ticket will be marked as a 'No-show' in the airline's system and all the following flights of the itinerary will be cancelled.

In most cases, this means that the ticket value is forfeited and it will be impossible to make any claims or requests with the airline regarding the ticket. Some airlines may have a "No-show" fee, which can be applied in order to recover some of the ticket's value.

If you do not take your outbound flights, your return flights will be automatically cancelled by the airline and the value of the tickets will be considered lost.

Before Departure

Flight Check-In

You can check-in directly on the airline's website up to 24 hours before departure for domestic flights and up to 48 hours before departure for international flights.

If online check-In is not available, don't worry - you can check-in at the airport on the day of travel, where your boarding passes will be printed for you.

It is not mandatory to check-in on-line in advance, but it is something you may want to do to save time at the airport.

Depending on a variety of factors (such as country of residence, randomized security checks, visas, etc.) you may not be able to fully complete the check-in process online. If that is the case, simply check-in directly at the airport on the day of travel.

You don't need a paper ticket to check-in at the airport. All you'll need is your airline confirmation code and your Travel Documents (Passport, Visa, ID, etc)

Boarding passes (both electronic and paper) will always be provided directly by the airline and cannot be sent to you by LuxFlight.

Terminals and Boarding Gates

The boarding gate will usually not be determined until after check-in on the actual day of travel. For trips with layovers, it is advised to check the flight information display systems (large screens located throughout the airport) at the connecting airports for the most updated, accurate information, Gates and Terminal may change at any time, even in Connecting airports, so it is your responsibility to make sure you are following the information and instructions from the airline.

Since terminals and boarding gates are often not determined until the coming weeks before your departure date, this information can not be displayed on your booking confirmation. If you'd like to request more information about your departure terminals before arriving at the airport, please check it on the airline's website.

Visa/Passport Information

It is each passenger's own responsibility to research and secure any required visas or other travel documentation prior to departure flight.

Most destinations require a Passport Valid at least 6 months after your return date, so please make sure all your Travel documents are in order and ready for your trip.

Please note that LuxFlight is not liable for any issues caused by incorrect or invalid traveler information such as misspelled name or incorrect date of birth entered at the time of booking.

Furthermore, LuxFlight is not responsible for any issues caused by Visa/Passport or other travel documentation, it is Passenger's own responsibility to be ready for the trip and have all required Travel Documents.

Flight Disruptions and Delays

In case you are at the airport and your flight is either delayed or cancelled, see an airline representative at the airline counter right away. In most cases, they are able to book you on the next available flight or offer a refund.

Mostly, after you complete the check-in process and get your boarding pass, the ticket is under the airline's system control, and only the airline's representative can change or modify your itinerary.

If they are unable to assist you after speaking with them, please contact our Customer Support Center at LuxFlight. We are always happy to assist you with changes or cancellation, but we follow the airline's rules, so we can only do what the airline is authorizing us to do.

When should I get to the Airport?

It's important to get to the airport well in advance of your flight time in order to manage to complete the check-in, drop off your bags, and get through airport security.

For domestic flights - at least 2 hours in advance of the scheduled departure time.

For international flights - at least 3 hours in advance of the scheduled departure time.

Managing your Booking

You can always do the following directly on the airline's website:
  • View your entire itinerary
  • Select seats
  • Pay for add-ons (seats, upgrades, additional baggage, assign meals, special assistance for impaired passengers)
  • Add frequent flyer numbers, global entry numbers, TSA-precheck, Known Traveler numbers
  • Check-in or print itinerary/boarding passes
  • Some airlines may allow you to modify your booking on-line !
Important to Know

In case you have made changes to your itinerary directly with the airline, the changes will not be automatically displayed on the Booking Confirmation or Travel reminder that we sent you, that is why it is Important to check the latest itinerary on the Airline's website. Also, once you make changes directly with the airline, LuxFlight is no longer responsible for your ticket, and we will not be able to make additional changes or cancel your ticket.

  • Some airlines will not allow you to manage your booking online because the booking was not made directly through them. Nothing to worry about, your booking is still confirmed and the airline will simply redirect you to the booking agency for any assistance you may need.

Payment and Cardholder Verification

Our customer's security is most important to us, we want to make sure no malicious transactions occur and the card usage is authorized by the Credit Card Holder. That's why you might receive an email or call from a LuxFlight representative. It is important to follow the instructions provided to avoid your booking being canceled. You may be required to verify your identity and the legitimacy of the payment method.

To combat internet fraud, we want to ensure that the cardholder has authorized the transaction and booking. Our automated system flags bookings that need closer scrutiny. Rest assured, we will never ask for sensitive information beyond what is necessary to verify the cardholder's identity.

Can I Change My Payment Method?

For security reasons, you cannot change the payment method for a booking once the purchase is completed, however if you have a valid reason for the card change please contact support@luxflight.com. Also If you need to change your itinerary, you may be able to add a different payment method to cover the airline's change fees.

Questions About Refunds

Refunds

If you have submitted a cancellation, please allow 15 business days for processing. We will notify you via email once the process is complete.

Important
  • Refunds are subject to the airline's discretion, and LuxFlight can only process refunds authorized by the airline.
  • LuxFlight cannot change the original form of payment for the refund. If your original payment method has expired or been canceled, contact your financial institution for assistance. They can usually transfer the refund to your new card.
  • If you booked within the past 24 hours, you might be eligible to cancel your booking for a refund minus LuxFlight service charges.
  • Our agreement with most low-cost carriers, such as Spirit, Frontier, or Norwegian Air, requires us to collect the funds directly and then forward payment to the airline from the LuxFlight account. Refunds in these cases may take 1-2 weeks to be processed back to your account.
  • If you are canceling due to illness or death in the family, we may be able to apply for a goodwill refund with the airline.

Questions About Charges and Fees:

I think I may have been double-charged or overcharged!

If you notice double charges or overcharges for one booking, don't worry! This is normal. Airlines often place an authorization hold to ensure sufficient funds before processing the payment. Once the payment is processed, the authorization will be removed within a few business days, leaving only the official charge, for any questions regarding the payments please contact support@luxflight.com.

If you're booking for multiple passengers, the airline may place individual charges for each ticket, resulting in multiple charges of the same amount that add up to the total trip cost.

I was charged but I don't have a confirmed booking

Occasionally, when booking a flight on LuxFlight, the airline places a credit card authorization hold before the booking is confirmed and processed. If the booking is unsuccessful and cannot be confirmed by the airline, the authorization will be removed within a few business days.

If you haven't received a confirmed ticketed reservation, it's possible that our team needs to verify the cardholder before confirming the booking and completing the transaction. Therefore, please rest assured that one of our Customer Support specialists will contact you with further information and will guide you through the process.