Flights FAQ's
Why does your website show the message "Sold Out" when the flight shows available on the flight listing page?

Airline fares change throughout the day based on demand and availability. Between the time of your flight search and actual booking, seat inventory in a particular booking class may sell out, airlines then place their available inventory at a higher price :"We monitor these changes closely and make every effort to keep inventory and fares in our displays as current as possible.

How do I request a special meal for my flight?

Most domestic and no frills international airlines now charge for in-flight meals. Many airlines do not offer a meal service on all flights, however, you have an option to place your meal request when you purchase tickets on line, or call the airline directly. Please note: special meal requests must be done at least 24 hours prior to the scheduled departure. These requests are not guaranteed and are at the discretion of the airline.

Our Best Price Guarantee offers airfare and hotel rates from multiple sources so that we can provide the best value to our customers.

If you find a lower rate with another reputable online travel company, for the same itinerary, please call us within 4 hours of making your reservation. You will need to provide documentation that the flight, date, time, and destination are the same as the itinerary you booked with us. Once we've verified the information provided, we will either refund the fare difference or process a full refund of the booking made with us. This will be decided on a case by case basis at's sole discretion. If you call after 4 hours, but prior to 24 hours, using the same guidelines, we will give you a fifty dollar (C$50.00) coupon good on a future booking with The following fares are not applicable for this offer: Military, Student, Government, Tour Operator Fares, Bulk Rate or an airline's "Web Only" fare. This offer applies only to bookings made online at You must send us the proof of the cheaper fare by copying and pasting the competitive offer and e-mailing it to The refund process may take up to 10 days, plus additional time to reflect on your credit card statement. For complete information about the Best Price Guarantee please read our Terms and Conditions.

I keep getting an error message indicating that my credit card information does not match the what is in my credit card company's records. Please tell me what to do.

Your name, credit card number, address and postal code must be entered exactly how they appear on your credit card statement. Please contact your credit card company and confirm the information, you’re entering on the website, is exactly the same as they have in their records. Alternatively, you may try and book your reservation with another card. If you do not have another credit card, please contact our Customer Service team for assistance at 1-855-464-5126.

How do I book an infant fare?

Infants, under the age of 24 months, will usually travel at no charge on domestic flights as long as they are seated on an adult's lap, and depending on the flights chosen. This should be verified with one of our Customer Service agents. Only one infant is allowed to travel per adult, whether the infant will sit on a lap or pay for a seat is of no matter. Infants traveling internationally will be required to pay a fare and taxes, which may or may not be discounted, and may be required to carry a paper ticket, even though they are traveling on the adult's lap. Please contact our Customer Service team at 1-855-464-5126 to book an infant ticket.

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Billing & Payments
Somebody from called me and left a message in my voice mail. Why are you contacting me by phone?

This means that we need to discuss with you regarding your credit card authorization, a credit card declined Or a schedule change on your flights. Please refer to the "Contact Us" page for the appropriate department’s phone numbers.

My credit card has been charged twice for the same transaction, what do I need to do to get that corrected?

Verify with your bank what company the charges are coming from that have posted. Most tickets issued through OneTravel will have the description of CA, Canada, NY or New York on your statement. If you are certain there are posted duplicate charges from OneTravel, please contact the Billing Department for assistance at 1-855-464-5126.

Do you accept debit cards and personal checks?

We accept debit cards and credit cards online that are issued in the United States and Canada and have verifiable addresses. Checks of any type are not accepted... At the moment we accept only major Canada and Canadian Credit cards including:

American Express
Discover card

*Canadian credit card holders please remember currency conversion rates are in effect.

I would like to pay for my ticket using two different credit cards. Can I do that?

Yes, you may use two different credit cards when booking with one of our inside sales reps. However an additional service fee will be charged based on the dollar amount of the tickets.

Can we pay by cash or check? does not accept cash. We do accept all major credit cards.

American Express
Discover card

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Why should I buy the insurance plan?

Even the best-planned travel can be impacted by the unforeseen death, hospitalization, delayed flights, baggage delay, stolen passports or other covered reasons. Troubles can occur when you least expect them, forcing you to cancel or interrupt your trip, lose your ticket investment, and incur unplanned expenses.

For what reasons can I cancel or interrupt my trip?

Some examples of covered reasons for trip cancellation/interruption include hospitalization, injury or death of you, a family member or traveling companion; being a party to a traffic accident en route to departure; a documented theft of passports or visas; mandatory evacuation; terrorism; and your home made uninhabitable by fire, flood, hurricane or other natural disaster. See description of coverage for more detailed information

What will I need to do if I must cancel my trip?

PLAN CODE: 808483
In the unlikely event you need to file a claim, please refer to the above plan code. First, notify or the airline that you are canceling. Then, call the insurance hotline to request a claim form. For coverage questions or to request a claim form, call Canada & Continental USA 1-855-464-5126

What happens if my flight is delayed or cancelled?

Travel Guard will reimburse You up to the C$100 as shown on the Schedule for Reasonable Additional Expenses until travel becomes possible if Your Trip is delayed 12 or more consecutive hours from reaching your intended Destination as a result of a cancellation or delay of a regularly scheduled airline flight for one (1) of the Unforeseen events listed below:

Common Carrier delay;
You or Your Travelling Companion’s lost or stolen passports, travel documents, or money;
Natural Disaster;
You or Your Travelling Companion is quarantined;
Injury or Sickness of Your or Your Travelling Companion.

Do I have coverage if my luggage does not arrive at my destination?

If your baggage is delayed for more than 12 hours upon your arrival at your vacation destination, this plan will provide coverage for the purchase of emergency essential items up to C$100.

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Car FAQ's
I made a hotel /car reservation online. Do I get a confirmation voucher?

All online bookings of hotel and car rental services will generate a confirmation with the number assigned by the hotel or car rental company. We do not issue any vouchers to confirm this type of transaction.

How is the rate guaranteed?

Our rates are guaranteed in Canadian dollars. For most bookings, there is no requirement for a credit card number for holding the reservation, although, it is required at the time of pick-up. Only specialty vehicles may require a credit card guarantee or deposit.

What do I need in order to pick up a car?

Carry a printed copy of the online confirmation from This confirmation number from the car rental company is needed in addition to a valid driver's license and a major credit card. We do not recommend using debit cards to pay for car rentals. Some car rental companies may also require a good driving record as a prerequisite to rent a car, and they may check this at the time of rental, when the actual rental agreement is completed.

Is there a minimum age requirement to rent a car?

In Canada, most car rental companies require a minimum rental age of 25. There are exceptions, but the renter must pay a surcharge. For corporate travelers, renting a car for business, you can enter a Corporate Discount (CDP) number at the time of booking and your clients may not be subject to this minimum age restriction, depending corporate contract. In Europe, foreign driver's restrictions vary from country to country. Drivers need to be at least 18 in most countries and have a valid driver's license. Please check the official website of the rental company for the country your are traveling to. These sites generally have age restrictions posted, as well as information regarding seat belt laws and speed limits and International Driver’s Permits. These requirements can change often and MUST be verified before arriving at the rental car location.

Do I need an international driver permit?

It isn't required, but it can't hurt. It costs approximately C$20 to purchase an International Driver's Permit (IDP), which is simply a translation of a valid Canadian driver's license. This document can prevent problems for clients driving abroad, especially if they are driving in a country where they don't speak the language, or in a non-tourist area. I.D.P’s are generally required for countries that do not use the Roman or Latin Alphabet.

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Secured Flight Passenger Data
What is Secure Flight?

Secure Flight is a program of the Canada Border Services Agency that streamlines the security watch list matching process. By collecting passenger data, it will improve the travel experience for all airline passengers.

What Passenger data is required?

When passengers travel, they will be required to provide the following Secure Flight Passenger Data (SFPD) when making a reservation:

Full Name as it appears on government-issued I.D that you will be traveling with.
Date of Birth
Future enhancements to the SFPD will include the collection of passport numbers, expiry dates, and nationality.

Redress Number (if available )

What is the objective of Secure Flight Program?

A-The goals of the program are to:
Identify known and suspected terrorists
Prevent individuals on the No Fly List from boarding an aircraft
Subject individuals on the Selectee List to enhanced screening to determine if they are permitted to board an aircraft
Facilitate passenger air travel
Protect individuals' privacy

How does it help?

It is to the passenger's advantage to provide the required data elements as doing so may prevent delays or inconveniences at the airport which may differentiate you from individuals on the government watch list.

What is a Redress Number?

This is a unique number the Department of Homeland Security (DHS) assigns to a passenger who have been previously identified for screening at the airports. For more information on the redress process, visit

If the name printed on my boarding pass is different than what appears on my government ID, will I still be able to fly?

The name you provide when booking your travel is used to perform the watch list matching before a boarding pass is ever issued. You should ensure that the name provided when booking your travel matches the government ID that you will use when traveling. Due to differences in boarding pass systems, boarding passes may not always display the exact name you provided when booking your travel. Differences such as the use of a middle initial instead of a full middle name or no middle name/initial at all, no hyphens or apostrophes) should not cause a problem for the passenger. The boarding pass also limits the number of characters printed, so names may be truncated.

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Hotel FAQ's
I made a hotel /car reservation online. Do I get a confirmation voucher?

"All online bookings for hotel and car rental services will generate a confirmation with the number assigned by the hotel or car rental company. We do not issue any vouchers to confirm this type of transaction at the time of booking; however, some products require vouchers which will be emailed after booking confirmation. We advise all of our passengers to print the booking confirmation to present at the time of check-in, in addition to any other documents required. For guarantee only reservations, we also strongly suggest that all arrangements be confirmed not less than 24 hours prior to departure."

How do I add additional passengers to an existing air, or hotel booking?

An additional passenger can only be booked by making a new reservation. Please note, fares may be different as fares are not guaranteed until issuance of a ticket and we cannot guarantee the availability of the original fare or flight.
Adding a guest to the same hotel room can be done by calling our Customer Service Team at 1-855-464-5126. If you need to book an additional room for the guest you may do so online as a new reservation.

What do I do if the Hotel charges more than the amount in my reservation?

The hotel must honor the rate given to you when you made the reservation. You may use your reservation printout as evidence and get the hotel to rectify the amount that is being charged. If you need additional assistance, please call the OneTravel Customer Service Team at 1-855-464-5126.

What if I have to cancel my hotel booking? Hotel cancellation policy.

General cancellation policies are as follows, and vary by property:

You must request cancellations 96 hours (4 days) prior to check-in.
All cancellations and changes are subject to a C$25.00 per room processing fee.
For cancellations less than 96 hours (4 days) prior to check-in, the cancellation is subject to a fee of first night room stay and a C$25.00 per room processing fee.
Changes or cancellations made on or after the check-in date are subject to 100% penalty. Once you have checked into a hotel you cannot cancel or receive credit for unused nights if you check out early.
These fees may vary based on property, restrictions, or dates of travel. Changes to dates, reduction in rooms, or any other amendments are subject to fees based on hotels policy. Please verify the cancellation policy prior to purchase completion.
Some specially prices hotel reservations are prepaid and are 100% non-refundable and 100% non-changeable at time of booking confirmation.

Do online bookings require immediate payment?

Yes. We require credit card information to confirm your hotel booking. You will either be charged a 1 night deposit or the entire cost for the length of your stay (depending on the hotel rate booked and the hotel policy), in addition to our C$25.00 per night service fee.

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General Questions
Who can I turn to for help once I'm traveling?

Once your journey has begun, it is advisable to contact the airline or service provider in the city/country where you are. For your convenience we have provided a link to the US and CA toll-free numbers of all airlines click here.

What is a Consolidator?

Consolidators are wholesalers of airline tickets to retail travel agencies. Their tickets are generally available through retail travel agencies only. brings consolidator airfares directly to the consumer. Consolidators have an agreement with airlines to purchase airfares in advance in volume, thereby passing on savings to the traveler. Many consolidator tickets allow frequent flyer mile accumulation. Restrictions are similar to an advance purchase ticket.

What do I need to know about a "Consolidator Fare"?

Consolidator Fares are generally 20-50% cheaper than published fares. They may have similar or more rigid restrictions. Cancellations and changes are usually more restricted, so if you are set on your dates do not worry about the conditions. You may still want to purchase travel Insurance in case of any unforeseen circumstances.

Does offer Consolidator Fares?

Yes, offers Consolidator fares under its "Exclusive" Label.

Is a member of any reputable travel organization? is a member of IATA and TICO , both widely recognized and reputable Travel Organizations in the Canada and Internationally.

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