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Frequently asked questions

Booking a flight
A self-transfer flight is a specific type of booking when your route includes multiple flights to a destination. Typically, if your flight includes a stop, your transfer (i.e., your layover) is managed by the airline, and you connect to your next flight using the same ticket. With a self-transfer, you instead have separate tickets for the flights before, and after, your transfer. We combine these tickets into one booking to offer you cheaper fares and a wider choice of routes and flight times.
How to self transfer
In short, you’ll transfer to your next flight on your own, with a new ticket for your next flight. This means:
  • Collect and re-check your baggage – If you checked a bag, you’ll need to collect it during your layover and check it again for your next flight.
  • Visa or security checks – Depending on your visa requirements, you might need a transit visa to enter security and board your next flight. It is your responsibility to check this ahead of time and prepare for any required travel documents.
Self-Transfer Guarantee
When you book a self-transfer flight, you’re automatically protected by the Self-Transfer Guarantee. This means:
  • If something goes wrong during your transfer and you miss your connecting flight for reasons outside your reasonable control (e.g., flight changes, baggage delays or entry procedures), you’ll get help finding an alternative flight at no extra cost, or obtaining a refund for any unused flights, depending on the options available for your case.
  • You may also be entitled to a refund for accommodation and/or meals.
  • Please note that the Self-Transfer Guarantee only applies to connections marked as ‘Self-transfer.’ It’s possible your booking may also include layovers that are not self-transfers.
  • The Self-Transfer Guarantee does not apply if you decide to check a bag with a connection time of less than two hours, or for unforeseen circumstances like extreme weather conditions, airline bankruptcy or strikes.
How to use the Self-Transfer Guarantee
  • Contact us by phone or chat as soon as you know you won’t be able to transfer to your next flight. You can do this through the Help Centre.
  • Depending on the options available fo

No, it’s not possible to book tickets for unaccompanied children with us. Some airlines may allow this, so please check their policy and book with them directly.

Enter your name exactly as it appears on your passport/travel document. Airlines are usually very strict about this. You might not be allowed to board your flight if the name on your passport/travel document and ticket don’t match.

What if I haven’t received my booking confirmation?
Most bookings are confirmed straight away, so please check your spam folder if there’s nothing in your inbox.
You can always check the status of your booking online:
If you’re using the app, tap ‘Bookings’ at the bottom of the screen.
If you’re using the website, make sure you’re signed in and on the ‘Car rentals’ page – then hit ‘Manage booking’ at the top.
What’s the status?
If you find that your booking isn’t confirmed yet, we’re working on it – and we’ll email you as soon as it is. In the unlikely event that we run into any problems, we’ll let you know as soon as we can.
The main driver will need to present a credit card in their own name to cover the security deposit. Very few rental companies accept debit cards for the deposit – please check the car’s rental terms.
They’ll also charge you for:
1. any extras (GPS, child seats, etc.)
2. any fees (young driver fee, one-way fee, etc.)
3. any additional cover that you buy from them.
If you’re using the app, tap ‘Bookings’ at the bottom of the screen.
If you’re using the website, make sure you’re signed in and on the ‘Car rentals’ page – then hit ‘Manage booking’ at the top.
How much is my deposit?

Your voucher will show you how much the deposit is. So will the car’s rental terms – you’ll find it in the ‘Deposits, Excess and Cover’ section.

Your booking reference number is a 9-digit number that’s unique to your booking. You’ll find it on the email we send you to confirm your booking, and on your rental voucher.
If you need to contact us, it’ll help us find your details quickly if you have your booking number to hand.
It’s a security deposit, so you’ll get it back after your rental.
Of course, if the car gets bumped or scraped during the time you’ve got it, the rental company will hang on to some or all of your deposit to pay for the damage.
They might also retain part of your deposit if the car’s really dirty – or if you drop it off late or at the wrong rental counter.

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