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FREQUENTLY ASKED QUESTIONS

We have collected the most common questions we are asked on one page.  Please contact us anytime if your question is not covered or you require more detail, we look forward to hearing from you.

General

Why can't I book online through Propeller Travel?

Propeller Travel is a high touch full-service travel agency. In order to provide you with the best value, our agents check for the best options, prices and value which many times we can not publish through an online booking system.   

Our business and corporate customers can access our online booking tool which allows them to book their specific discounted negotiated rates, hold issue and cancel air tickets, along with managing all aspects of their travel, or use their dedicated account manager and agents. 

Air Travel Booking

When is the best time to make a booking?

The short answer is there is no such thing as the best time to make a booking. While it is commonly believed that the best time to book is as far in advance as possible, this is not always the case.

How do I make a booking?
If you would like to book a hotel or a flight or both you can simply contact us with the details here:

Hotel Quote, Air Travel Quote (which has a place to provide hotel details) or you can simply use  Contact Us for anything else.

We will shortly compile a list of options based on the details provided and will let you know how to take it from there.

Which airlines can I book through Propeller Travel?
You can book any airline worldwide with Propeller Travel. In some cases (for example some Chinese airlines we will handle your booking through a partner agency)
Do I have to pay for my booking straight away?
Depending on the type of booking, there are multiple scenarios; your agent will be happy to walk you through all the options.   Generally:

Air bookings – Depending on the airline, fare and class of travel, we may be able to hold the reservation for a few days, depending on the rules of the specific ticket.  It’s important to note, though, that while a reservation may be held, the price is never guaranteed until the ticket is paid for and issued.  Some carriers (for example, “low-cost carriers (LCC)” require instant ticketing, in which case we would need to reserve and issue the ticket with final payment on booking day.

Hotel Bookings – Most hotel bookings booked through Propeller Travel, will require a guarantee, which means a credit card number that the hotel can charge you, in case you did not check in and did not cancel your booking in accordance to the conditions of the booking (often 48 hours before check-in.)   Actual payment in this scenario will be taken, as usual, by the hotel at check-out.

There are instances where the price of a room booking is lower with instant payment. When that is the case, your dedicated agent will advise you of the options. Lastly, some hotels charge a deposit at time of booking (usually one night), which is refunded if your booking is cancelled within the conditions of that booking.    

Airline and Hotel bookings can be complicated. We are here, always, to answer your questions and make sure you have all the required information to make an informed decision.

How can I pay for my booking?
Airline tickets can usually be paid using all major credit cards. (Visa, Mastercard, Diners, Discover, American Express, etc.).    If you have an airline-branded credit card (for example, American Express British Airways, or American Airlines Aviator card, etc.), you will receive all the promotional credits (for example, with British Airways, Triple Avios on BA bookings) just as if you have booked directly. Hotels can also, usually be paid by all major credit cards.   

There are some exceptions to these rules, which will be fully explained to you in case a specific booking scenario requires a specific by a specific form of payment.

How will I receive confirmation of my booking?
Confirmation of your booking will be sent to the email address on file for you. We can arrange copies to be sent to additional authorised email addresses (PA, Secretary, Family Contact, etc.)
What information do I need to book a flight?
To book a flight we will need to know your desired itinerary, departure and return dates and if is any flexibility (for example +/1 day) and any specific requirements you may have such as booking class or if you want to choose a certain airline where you a loyalty card.  Please fill out the Air Travel Quote form to provide us with those details.
What are your service fees?
All hotel bookings are free of charge. Our Airline booking service fees depend on multiple factors and can be found on the Fees page.
What documentation do I need to travel?
A valid passport (please note some countries require your passport to be valid for six months or more), VISA / Entry permit, electronic permit or ESTA for each destination you will be visiting in your journey.   Up to date information can be found on the IATA website.
Can I book a one-way ticket?
Yes, if you want to book a one-way ticket, we are here to help!
Does my flight include a luggage allowance?
Each ticket type and airline have different luggage allowance. You may have additional allowance depending on your airline loyalty status. Please consult our agents who are in hand to give you full details.
Do I have to pay to reserve seats?
If you are flying with British Airways, Propeller Travel offers a FREE pre-assigned seat, no matter which ticket type or frequent flyer status you hold.

For all other airlines, pre-assigned seat request availability and cost differ by ticket type, class of travel, frequent flyer status and airline. Please consult one of our agents, and they will be happy to provide full details and assistance.

Is food/drinks included?
Food, Drink and other in-flight services provision depend on the specific airline and route; please ask your agent for further details about your specific flight.
Can I change my ticket?
The rules of whether it is possible to change the ticket and at what cost differ according to ticket type, class of travel, frequent flyer status and airline. Please consult one of our agents, and they will be happy to provide full details and assistance.
Will I get a refund if I cancel my ticket?
Your Propeller Travel agent will inform you of the key ticket restrictions, including whether a ticket is refundable, how much of the fare is refundable and what penalty is imposed by the airline at the time of booking.
What are the restrictions on my ticket?
Restriction varies widely between tickets, fares, routes and airlines.   At the time of booking your agent will explain whether a specific booking is changeable, refundable, and the key penalties for making changes.

Your Flight

What happens if I miss my flight?
If you miss your flight, or any flight in your reservation, the airline, in most cases will cancel the rest of your booking and forfeit the amount paid.  It is imperative that you get in touch with us, or the airline, if you are unable to make a flight (for example, being ill, late due to traffic etc.) at which point it might be possible to rebook you.
When should I check in for my flight?
The recommended check-in time depends on the airline, class of service, whether you have baggage to send and your loyalty status. Our agents can provide specific details for your booking. However, a good rule of thumb is no later than 2 hours before the flight.
How long before my flight should I turn up at the airport?
From our experience, we can recommend showing up at least 2 hours before your flight time.

Hotels

Can I book a hotel through Propeller Travel?
At Propeller Travel we can book any hotel worldwide.
What are the benefits of booking my hotel through Propeller Travel?
When booking your hotel stay through Propeller Travel, we can provide the same or better price and benefits as if you book directly, such as loyalty scheme points, breakfast and so on.
Can I cancel a hotel booked through Propeller Travel?
Cancellation policies differ by hotel and rate type, you would be advised about the cancellation policy upon booking, and we are here to assist you at any time.
Will I still earn points through my preferred hotel scheme if I book through Propeller Travel?
When booking your hotel stay through Propeller Travel, you will also collect points on your preferred hotel scheme.
Will breakfast be included with my hotel booking?
The services and amenities, in this case, breakfast, will be detailed in your rate quote. Please consult our agents if you are unsure.
Will I still receive benefits through my existing hotel rewards’ scheme if I book through Propeller Travel?
When booking your hotel stay through Propeller Travel, you will also receive benefits through my existing hotel rewards’ scheme.
Can Propeller Travel arrange an upgraded room for me?
We will always do our best to get the most value for our customers, and that includes trying to get an upgrade, however, please remember upgrades are never guaranteed and always subject to availability.

Frequent Flier Programs 

Which frequent flier scheme is best for me?
The Frequent Flyer scheme best for you depends on your travel pattern – your common destinations, how often you travel and at which ticket class. We have vast experience and knowledge of all programs and would be happy to discuss and advise you.
Can I join more than one frequent flier scheme?
You can join as frequent Flyer programs you want. However, it is beneficial not to do your flights on too many carriers so you can achieve better status and rewards on specific schemes.
Can I book reward travel through Propeller Travel?
No, to book a reward flight you will have to book through the airline.
Will I still earn points when I book through Propeller Travel?
You will earn full credit for travel booked through Propeller Travel, including any specific frequent flyer program terms (elite status, qualifying segments, qualifying spend, MQM/MQS/MQD, tier points, and the equivalent.)
Can I upgrade a flight with frequent flier points if I book through Propeller Travel?
Subject to availability, and depending on the airline and fare, we might be able to assist you with your upgrade.
How do I add my frequent flier membership number to my booking?
When you do, your booking will ask you to fill out details including your frequent flyer number.
Can I use a British Airways Gold Upgrade (GUF) on a flight not booked through Propeller Travel?
You can not redeem a British Airways Gold Upgrade Voucher (GUF) through Propeller Travel on a flight not booked and ticketed by us.