During the purchase process

Frequently asked questions

During the purchase process

Here at Travelgenio we gather our user’s opinions to solve any doubts that may arise during the purchasing process on our platform. Check the most frequent questions that may arise while purchasing with Travelgenio; if you have more questions, please check our customer service.

1 - When will I receive the second confirmation email?

When you make a purchase on our website, you will receive an automated email with the details of your booking. Please check that the information is correct. If this is not the case, contact our customer services.

Within 24 hours of the first email you will receive a second email with your booking which has been already issued. This email contains the electronic tickets and all the necessary information for your trip. We recommend that you print this electronic ticket and keep it on you during the whole trip. Always check your spam folder, and if you do not receive anything within 24 hours, contact our customer services.

2 - How do I know that my booking has been confirmed?

Once the booking process is finished, you will see the confirmation page with the relevant information about your booking and booking code. At the same time, an automatic email is sent to the email address given by you in the booking process which includes all the details of your booking.

Please make sure that all the information contained in this email is correct. If this is not the case, contact our customer services immediately.


If all the information contained in the booking is correct, and your payment has been processed correctly, you will receive a second email confirming your booking. From that moment on, you are ready to start your trip. We recommend that you print this electronic ticket and keep it on you during the whole trip.

3 - What do I need to do if the confirmation page does not appear or I do not receive any confirmation email?

First of all, take a look in your spam folder. It might have ended up there. If you definitely have not received the confirmation email, contact our customer services.

4 - Can I just make a reservation, or is the purchase effective immediately?

The booking becomes effective immediately. The payment must be made during the booking process on our website. Payment must be made by card, so your card must be enabled for online purchases. This allows us to guarantee the rate from the beginning all the way to completion of your booking process.

5 - How can I find cheaper rates?

Our website helps you find the best flight combinations and the most affordable fares because we work with airlines from all over the world. Our practical search engine allows you to change dates once you have chosen your desired route, and always shows you the best available rates and timetables.

6 - Can I make a booking by phone?

Bookings can be made by phone, but are subject to a surcharge of 50 euros (or the equivalent in your local currency) per person. Payments are made via a secure platform. You will be sent a link by email which allows you to contact your bank and complete the payment efficiently and securely. We will be happy to answer any questions in our customer service centre.

7 - Which are the operating hours of our customer service centre?

Check out our timetable here

8 - How will my card be charged?

Most of the time, your credit or debit card will be charged the total amount in two different transactions. You will be charged the price of your tickets and taxes by the airline itself and, additionally, Travelgenio S.L. will charge you for all other applicable fees (administration fees, credit card fees, your contracted insurance etc.). The sum of these two payments equals the total amount of your booking.

9 - My card has been denied. What can I do?

Usually this is because of a daily purchase limit of 600 to 800 euros. We recommend you contact your bank to increase this limit and complete your booking. Usually all it takes is a quick phone call.

In order to finish your booking after contacting your bank, get in touch with our customer services. Our staff will be glad to help you complete your booking.

10 - Why has my card been charged twice?

Financial institutions may issue temporary blocks on the amount which you have left to spend, prior to the definitive charge, in which case, the temporary charge is later refunded. This means that you will temporarily see duplicate charges, one of which will be reversed automatically by your financial institution.

This situation will automatically disappear from your card statement in an estimated period between a week and 15 days.

Bear in mind that this retention exists for all travel agencies, according to existing procedures in Spain between financial institutions, debit/credit card companies, and IATA, due to the fact that travel agencies are issuing the payment order but the process is managed between the other two above-mentioned parties.

11 - Why am I being asked for additional information after completing my booking?

For security reasons, we reserve the right to collect additional information about the person making a booking. In this case, we will contact you by email or phone and ask you to send us a copy of your ID as well as the credit or debit card used to make the booking.

12 - The discount link which you sent me is not working. What do I have to do?

We sent you this discount link so that you may finish a booking which for some reason you were unable to complete. Bear in mind that the discount link is only active while the same rate is still available, so hurry up and complete your booking as soon as possible. Should the rate no longer be available, please choose the option New booking within the same link. You will then have to start your search again.

13 - I have detected an error in my booking. How can I fix this?

Contact our customer services. Our staff will be glad to help. Additional charges will apply.

14 - Administrative fees and ticket issuing fees. When are those fees charged? Are they refundable?

For changes and cancellations, €50 (or the equivalent in your local currency) per passenger will be charged; this is in addition to any fees which the airline might charge you (except infants under 2 years of age on the date of departure). This fee is not refundable under any circumstances, and independent from the rate chosen by the user. In case of modifications on behalf of the client, wherever the tariffs allow them, these administrative fees may be charged again.

15 - I have made a booking, and now I am asked for my passport number. Is this correct? Can I add this information?

Being asked for your passport information depends on your route. Should you have to fill in any special form before getting to the airport, this information will be requested during the booking process. If this is not requested, you only need valid travel documents on the day of your flight.

16 - What is the resident discount? Can I apply for it?

The resident discount, regulated by Law 33/1987 and the Royal Decrees 1316/2001 and 1340/2007, consists of a 50% discount on regular flight tickets, and is applicable exclusively to residents of any of the autonomous communities of the Balearic Islands, the Canary Islands and Ceuta and Melilla who are citizens of Spain, the EU, or other EEC states, or Switzerland.

This discount is valid for direct flights (one-way and round trip) between the above-mentioned autonomous communities and the rest of the Spanish territories, as well as flights between the islands themselves.

The resident discount is applicable to citizens of Spain and other EU or EEC (Norway, Iceland, and Liechtenstein) member states, or Switzerland who are resident on the Balearic Islands, Canary Islands, or Ceuta and Melilla. Passengers must prove their residency via a valid residence certificate (according to Law 7/1985, articles 15 to 17).

The resident’s status will be checked by the airline, which is why the accrediting documents must be shown at the registration desk or boarding gate. Otherwise travellers might be denied boarding with their discounted tickets. In any case, it is the sole responsibility of the traveller to make sure they hold the necessary documentation.

No resident discount is applied to bookings where this is not requested before the booking is completed.

17 - In which cases do I have to complete Advance Passenger Information (API) during the booking process?

If you fly to the United Kingdom of depart from a country outside the Schengen territory towards Europe, you must complete Advance Passenger Information (API) forms during your booking process. This information is required by the governments of these countries.

Currently, the following countries are part of the Schengen agreement:

Germany, Austria, Belgium, Denmark, Slovenia, Spain, Estonia, Finland, France, Greece, Holland, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Czech Republic, Slovak Republic, Sweden and Switzerland.

All passengers departing from non-Schengen countries must complete Advance Passenger Information (API) before travelling.

According to US regulations, the following passenger information is required for persons travelling to or via the USA:

  • Passport information, including:
    • Passport number
    • Passport issuing country
    • Expiry date
    • Name(s) (as they appear on the passport itself)
    • Surname(s)
    • Gender
    • Date of birth
    • Nationality
    • Alien Registration Number (Residence Card) for passengers resident in the USA.
    • Country of residence