Frequently asked questions:

To assist you in promptly finding the answer to your enquiry, we have broadly categorised information under the following sections. Please click on the category on the left to view all FAQs in this specific section.

General

  1. Why should I give my personal references & traveller profile?
  2. Can I change my reservations?
  3. Can I cancel my ticket once issued?
  4. How can I pay if I book online?
  5. Are credit card transactions secure on this site?
  6. How long does it take to receive my ticket or travel documents and how can I get them?
  7. How can I contact you if I have any booking problems?
  8. What should I do if I have a special request or if I cannot find the flight that I am looking for on the website?
  9. Can I book my hotel and car rental online?
  10. What should I do if I want to book a package?
  11. If our company wants to open a corporate account with Al-Futtaim Travel, whom do we contact?

Why should I give my personal references & traveller profile?

This will help us to store your data in our client file whereby our sales department can include those in the bookings which will be beneficial for you as well as the provision of a higher level of personalise service from Al-Futtaim Travel.

Can I change my reservations?

Yes, you can change your reservations provided it is done before the ticket is issued. After the ticket is issued, it is still possible to change a reservation although this would be based on the airline fare level type and the terms and conditions.

Can I cancel my ticket once issued?

Yes, you can cancel your ticket once issued but this is subject to the fare level conditions. There may be a cancellation fee subject to charge according to the airline policy and season of travel.

How can I pay if I book on-line?

You can pay using your credit card or by sending us cash in person, by bank transfer or by visiting our retail offices. Please contact your Al-Futtaim Travel representative for bank transfer information or alternatively you can also download an authorisation form for credit card payments and fax it to us on +971 4 294 2746.

Click here to download the credit card authorisation form

Are credit card transactions secure on this site?

Yes, once you enter the online booking section, you are automatically logged onto a secure server.

How long does it take to receive my ticket or travel documents and how can I get them?

Since, most airlines are equipped with electronic ticketing, once the payment is arranged, we can email the e-ticket receipt to you. If physical document required delivery within the UAE, we will use our messenger or courier services within 48 hours of receiving the payment. If it is outside the UAE, we will deliver your travel documents through courier services within 62 hours of receiving payment.

How can I contact you if I have any booking problems?

You can contact us using the enquiry form on this website or by email, phone or fax as mentioned in the” contact us” section.

What should I do if I have a special request or if I cannot find the flight that I am looking for on the website?

Please feel free to contact us using the enquiry form on this website or by email, phone or fax and we will get back to you.

Can I book my hotel and car rental online?

Yes you can. Once you have submitted your user name and password, you can book flights, car rentals and hotel accommodation.

What should I do if I want to book a package?

You can send us your request details using the enquiry form on this website or by email, phone or fax. An Al-Futtaim Travel representative will reply promptly to your enquiry with the best possible options.

If our company wants to open a corporate account with Al-Futtaim Travel, whom do we contact?

Please contact us to discuss your individual requirements in more depth:

Al-Futtaim Travel
P.O. Box 7880
Dubai, United Arab Emirates
Tel: + 971 4 231 9200
Fax: + 971 4 294 2746
Email: aftravel@alfuttaim.ae

Registration

  1. Why is registration important?
  2. How do I change my registration details?
  3. How can I unsubscribe to the newsletter?
  4. Is my data safe?

Why is registration important?

Although registration is not necessary until booking your holiday reservation, it provides a host of other benefits that will enrich your Al-Futtaim Travel experience. By registering with us, we can tailor our products to your exact requirements, making sure you only see the packages that you want to see. Other benefits include a monthly email keeping you abreast of our latest news and special offers which is exclusively for our subscribers.

How do I change my registration details?

It is important that you keep your registration details up-to-date so that we can contact you should there be any uncertainty with regard to your booking. To change your registration details, please go to the "BOOK ONLINE" section of the site and login using your existing details. Once logged in please select "Profile". Your registration details will then be diplayed on screen to edit.

How can I unsubscribe to the newsletter?

Please use the unsubscribe link found at the bottom of your monthly email. This will automatically remove you from our mailings.

Is my data safe?

Al-Futtaim Travel uses the latest security technology to ensure your transaction is safe and secure. If you wish to know more about your security on this website, please read our security policy. For more information about your privacy and the data we collect from you, please read our privacy policy.

Technical

  1. On which browsers does the Al -Futtaim Travel website operate?
  2. How do I know which browser version I have?
  3. What is the best screen resolution to use?
  4. Is it important to purchase travel insurance?

On which browsers does the Al -Futtaim Travel website operate?

Al-Futtaim Travel fully supports MS Internet Explorer, version 5.5 and above. If you wish to transact online, do not use any MS Internet Explorer browser below version 5.5. This site also supports other browsers, such as Firefox, Safari and Google Chrome.

How do I know which browser version I have?

This varies from browser to browser but most will have an ‘About’ button this can be commonly found under the ‘Help’ menu or ‘Settings’ menu and should provide you with information about the browser version you have installed on your computer.

What is the best screen resolution to use?

Al-Futtaim Travel’s website is optimised for a resolution of 800 x 600 and above. If you have a lower resolution, you can still use the full functionality of the website however you may need to use the scroll button on your mouse or computer to see all the information displayed.

Is it important to purchase travel insurance?

Al-Futtaim Travel recommends the purchase of adequate travel insurance for all overseas travel. Please note that Immunisation may be recommended or required for your destination or stopover points and we advise you to check with the respective embassy for up-to-date information and requirements well in advance of commencing any travel.

Flight Booking

  1. How do I pay for my flight?
  2. Will you accommodate special seating or meal arrangements on my flight?
  3. I know there's a flight on an airline at a particular time, but your site doesn't list it. Why not?
  4. May I book tickets for other people using Al-Futtaim Travel?
  5. How will I know if my ticket is confirmed?
  6. What identification do I need for airport check-in?
  7. How can I make my travel arrangements as flexible as possible?
  8. How can I cancel or change my booking?
  9. May I change the name on my ticket?
  10. If I can't use my ticket, can I get a refund?

How do I pay for my flight?

You can pay for your flight using a credit card or by bank transfer, or pay in cash in person by visiting our retail offices. Please contact your Al-Futtaim Travel representative for bank transfer information or alternatively you can also download an authorisation form for credit card payments and fax it to us on +971 4 294 2746.
Click here to download the credit card authorisation form

Will you accommodate special seating or meal arrangements on my flight?

Yes but we would appreciate your understanding that special seating is at the discretion of the airline. Please provide your traveller profile with the required details in advance. Confirmation is subject to airline terms and conditions.

I know there's a flight on an airline at a particular time, but your site doesn't list it. Why not?

We only provide you with the flights and fares that are available at the time of your request. If you cannot find information about a specific time or flight, the airline may have sold all the available seats or it may be that the airline has amended its operating schedule Please contact us using the enquiry form on this website or by email, phone or fax so that we can recheck and provide you the correct options as per your requirements.

May I book tickets for other people using Al-Futtaim Travel?

Yes. You can make reservations and purchase tickets for up to seven individuals (including yourself) in a single booking. This is subject to airline and supplier terms and conditions, if any.

How will I know if my ticket is confirmed?

After you make your purchase, we will send you an email message that includes your booking reference number and full details of your flight. Please note that, depending on the airline, you should always pay and ticket your flight arrangements before the mentioned time limit on your flight itinerary.

What identification do I need for airport check-in?

You must show a valid passport to board most flights. For security reasons, the name on your passport must match the name on your ticket. You may be required to obtain a visa for some destinations. If you require any further information on passport or visa requirements, we advise you to check with the respective embassy for up-to-date information and requirements well in advance of commencing any travel.

How can I make my travel arrangements as flexible as possible?

Purchasing unrestricted tickets is the most flexible option, although these tickets often cost more. If you need complete flexibility to change your travel plans, buying unrestricted tickets may be the best solution. Please read the fare rules (on the ‘Flight Details’ results page) closely before you make your final purchase.

How can I cancel or change my booking?

At present, we regret that we are unable to provide modifications to your travel plans (including cancellation) online. You may contact the ticketing agent mentioned in your confirmation email message to cancel or amend your booking. Please ensure you have read the terms and conditions applicable to your ticket, as cancellation charges may apply. Please contact us directly for any further clarifications.

May I change the name on my ticket?

Airlines do not allow a name change on a ticket. The ticket is a contract between you and the airline, based on the fare and rules in effect on the date you bought the ticket. If you cannot use a ticket that has been issued in your name, you must cancel the ticket. If another person wants the same itinerary as what you have booked, the individual must buy a new ticket based on the fare and rules in effect on the day the new ticket is purchased.

If I can't use my ticket, can I get a refund?

All refunds are subject to the terms and conditions to which you agreed at the time of purchase. Please contact our ticketing agent mentioned in your confirmation email message; the agent will calculate any refund due. Refunds can only be credited back to you based on the mode of payment with which you used to originally purchase your ticket.

Hotel Booking

  1. How can I be assured that the hotel will confirm my reservation?
  2. Is it possible to place a hotel reservation on hold?
  3. Why are some hotels unavailable on Al-Futtaim Travel?
  4. What credit cards can I use to guarantee my hotel reservation?
  5. Can I cancel my hotel reservation?

How can I be assured that the hotel will confirm my reservation?

All hotel reservations confirmed through Al-Futtaim Travel are immediately sent to the hotel's central reservations system. The hotel property transmits a unique confirmation number for your reservation which is shown on your Al-Futtaim Travel itinerary and may be used for future reference. We recommend that you carry a copy of the itinerary to the hotel and present this upon arrival.

Is it possible to place a hotel reservation on hold?

All Al-Futtaim Travel reservations made online are guaranteed with a major credit card and therefore, hotel reservations cannot be placed on hold. Hotel transfers are not included unless otherwise specified. To arrange hotel transfer please contact the hotel directly. Please note that the hotel may levy additional transfer charges.

Why are some hotels unavailable on Al-Futtaim Travel?

Our hotel inventory system is provided by one of the world's largest suppliers of hotel inventory. We return all hotels that are available according to your search criteria from a wide selection of hotel properties and more hotel options are being added every day.

What credit cards can I use to guarantee my hotel reservation?

Al-Futtaim Travel currently has the capability to accept MasterCard only. Please note that on clicking the ‘secured payment’ button, your credit card will be charged the total amount. Hotel transfers are not included unless otherwise specified. To arrange hotel transfers, please contact the hotel directly and note that the hotel for this service may levy additional charges.

If you secure your reservation with a credit card, the hotel agrees to hold your reservation. Please make sure you familiarise yourself with the individual hotel cancellation policy, which varies by property. The cancellation policy is found within the ‘Cancellation Policy’ details displayed during the booking process. If you fail to cancel your reservation by the deadline, the hotel may charge your credit card for the first night’s stay (or multiple nights stays), as well as for any applicable taxes and service charges.

Can I cancel my hotel reservation?

At present, we do not provide the option to cancel a hotel reservation online. We recommend that you contact us so as assist you with the cancellation as per the supplier terms and conditions.

Please check the individual hotel cancellation policy at the time of booking. If you fail to cancel your reservation by the deadline, the hotel may charge your credit card for the first night’s stay (or multiple nights stays), as well as for any applicable taxes and service charges.

Booking Your Rental Car

  1. How can I be assured that the car company will confirm my reservation?
  2. Can I rent a car from locations other than an airport?
  3. Will the car rental price quoted be the total amount of my car rental?

How can I be assured that the car company will confirm my reservation?

Once you have made your reservation, we will email your travel itinerary and booking reference number to you. It is recommended that you print your email messages, in case you have any queries prior to your pickup.

Can I rent a car from locations other than an airport?

Yes. At the time of booking, all available pickup points are presented. It is then up to you to decide where you would like to pick up your vehicle.

Will the car rental price quoted be the total amount of my car rental?

There are no hidden costs - all car rental rates are from our provider and includes unlimited mileage (except in Canada and Australia), third party insurance, collision damage waiver liability (CDW), theft waiver, insurance excess refund, airport surcharges, bail bonds (where needed), and all local taxes (except in Australia, where taxes are paid locally by law).

Booking Your Travel Package

  1. How do I book a holiday package from Al-Futtaim Travel?
  2. How do I change, cancel or get a refund for a holiday package booking?

How do I book a holiday package from Al-Futtaim Travel?

When you have identified a holiday package that you are interested in, your exact holiday details (such as the travel dates and the number of passengers) are sent to the travel supplier for a price quote. Once we receive the quote from the supplier, it is automatically forwarded to you. Each price quote is valid for 72 hours once issued.

How do I change, cancel or get a refund for a holiday package booking?

If you wish to make any changes to a holiday package or special offer, you should contact our travel consultants. Please read the cancellation policy of your package carefully, as charges may apply (the policy is provided when you pay for the package from the travel supplier).

 
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