Flights Guide - FAQs

Booking a Flight

Q. Which name should I use on my airline ticket?
A. You must use your full legal name as it appears on your official, government issued photo identification (such as your passport, permanent residency card, citizenship card).

Please note: Airlines reservation systems do not accept punctuations in the name such as hyphens, commas, apostrophes or periods, so please leave these out.

It is extremely important not to use nicknames, abbreviations or other names (such as your married name) if they do not appear on your identification.

In order to board your flight, your photo identification must match the name on your ticket. Airlines are generally unable to change the name on airline tickets after they have been purchased.
Q. Can I select a particular seat when I book my flight?
A. At the time of booking you may specify your seat preference in the "Special requests or comment" field, or call Customer Service on 1866 368 0396.

Please be aware that certain carriers charge an extra fee for seat selection.

Note: Seat assignments are not guaranteed. Flight Centre forwards your seat request to be processed by the airlines and the final seats assigned by the airline may be different from the original request. Airlines may alter your assigned seat for various reasons, especially if there has been a change in schedule or equipment on your flight.

Reasons or scenarios why seats may not be assigned:
1. For airlines that generally do pre-assign seats, after 70% of the seats have been assigned, the remaining seats are restricted to airport check-in on the day of the flight.
2.Some airlines will not assign seats until 90 days before the flight or except on the day of the flight.
3. In some cases, if departure is within 24 hours, seats cannot be assigned other than at the time of check-in as the seat manifest is under airport control.
4. Commuter flights, flights under 1 hour or shuttle flights may not allow for pre-assigned seats.
Q. How do I request special meals?
A. Please enter your special meal request in the "Special requests or Comments" field on the booking screen, or call Customer Service on 1866 368 0396.
Q. Why can't I book a Round the World ticket?
A. Around the world tickets involve complex routings and fares that cannot be loaded in our system.

Please contact our Round the World specialty shop on 1866 940 0221 or email your request to rtw@flightcentre.ca.
Q. How far in advance can I book a flight?
A. Charter flights are generally operated by smaller companies and the flights are scheduled on particular days of the week E.g. Saturday and Sunday, where the flight leaves only operate on those days and they usually only offer one flight time. Charter seat flights are usually bundled in a holiday package and the seat pitch is usually smaller than on a scheduled airline.

Scheduled flights are operated by major airlines. The large airlines have enormous fleets and set schedules. For example, an airline may fly from Toronto to Los Angeles five times a day every business day at the same time each day.
Q. Can I purchase a ticket for someone else?
A. You may make a reservation for someone else, but you may be contacted to confirm the booking and be asked to present yourself with your credit card and photo identifications at your local Flight Centre Store location.

Please ensure that the names of the travelers match their government-issued photo identification in order to avoid problems with check-in or airport security.
Q. Why is the fare shown not available when attempting to purchase?
A. Because we use a real-time reservation database, availability can change between the time an itinerary is created, and when a ticket is reserved or purchased. Tickets are constantly being sold around the world, so a flight can be fully sold out minutes after your search. The same applies to packages, hotel rooms and car rentals.

If the fare you are trying to book gets sold out then the airline may offer you the next best available fare.
Q. What is a one-way ticket and can I book one?
A. A one-way ticket will take you to your destination only and will not bring you back to where you departed from. You may book a one-way trip if it is offered by the airline, however if you are a not a citizen of the country you are traveling to you may need additional documentation in order to be permitted entry into the county. Some countries will no allow you to travel without a return ticket, others require you to have proof that you have sufficient funds to live there and will want to know when you are planning on leaving. It is your responsibility to check with that countries' consulate or embassy for specific details.

Flight Centre will not be held responsible if you purchase a one-way ticket and do not have necessary documentation to enter the country or are denied boarding by the airline.
Q. How will I receive my confirmation and travel documents when I book online?
A. Your itinerary confirmation will be emailed to you after your have booked.

If you are travelling with a chartered airline your E Tickets will be emailed to you 2 weeks prior to your departure or as soon as they become available from the supplier.

If your flight is within Canada you do not require an Electronic Ticket. All that is required at time of check in is your Confirmation Number.

All International flight E Tickets will be sent to you within 72hrs of authorization of your payment.

Ticketing

Q. How are the tickets delivered?
A. If you are travelling with a chartered airline your E Tickets will be emailed to you 2 weeks prior to your departure or as soon as they become available from the supplier.

If your flight is within Canada you do not require an Electronic Ticket. All that is required at time of check in is your Confirmation Number.

All International flight E Tickets will be sent to you within 72hrs of authorization of your payment.
Q. What is an Electronic ticket?
A. Electronic tickets otherwise known as e-tickets, are offered by most major airlines for destinations within Canada and the U.S., as well as most international destinations. Electronically, your ticket information is sent from our reservations system to the airline. When booking an e-ticket, you are e-mailed a confirmation number along with your itinerary which should be printed out and taken to the airport.

There is NO paper ticket or any receipt with an e-ticket. When checking in with your airline at the airport you can give them a copy of your itinerary or your full name and flight number and a valid piece of photo identification (Passports).
Q. Are taxes included in the price of my fare?
A. The price of the tickets includes taxes and fees which are imposed on air transportation by government authorities. Some Government taxes cannot be collected at the time of purchase and must be paid locally, so remember to keep a little cash when you leave the country.
Q. Is my ticket refundable or transferable?
A. Please note all the terms and conditions of the flight are listed under the "Flight Conditions & Booking Terms" on the booking screen at the time of purchase. If you need further information please call 1866368 0396.

Airline tickets are not transferable, you cannot change the name on an airline ticket or give the ticket to someone else to use and you cannot exchange a ticket from one airline to another.
Q. Can I make changes to my reservation once the ticket is issued?
A. If you need to change or cancel your flight arrangements, please call 1866 368 0396.

Please note all the terms and conditions of the flight are listed under the "Flight Conditions & Booking Terms" on the booking screen at the time of purchase.

ID Requirements & Visa's

Q. What documents to I need for travel within Canada?
A. Intra-Canada Flights:

As per the Passenger Protect Program http://www.passengerprotect.gc.ca/home.html all passengers planning to travel on Canadian domestic flights within Canada who appear to be 12 years of age or older, must present:

One piece of valid government-issued identification that includes a photograph showing the passenger's name, date of birth and gender
OR
Two pieces of valid government-issued ID that do not include photographs, one of which shows the passenger's name, date of birth and gender.

IMPORTANT: The name on the identification that is provided must match the name on the boarding pass.

The following pieces of valid government-issued ID may be counted toward the requirements of the Identity Screening Regulations:
- Passport
- Canadian Citizenship Card
- Canadian Permanent Resident Card
- Drivers Licence
- Health Card
- Provincial/Territorial Government Identification Cards (GIC)
- Birth Certificate
- Record of Landing Form / Confirmation of Permanent Residence (IMM 5292)
- Immigration documents issued to foreign nationals (Work Permit, Study Permit, Visitor Record, Temporary Resident Permit, Refugee Approved Status)
- Canadian military ID
- Federal police ID
- Federal, Provincial, and Municipal government employee ID
- Social Insurance Number (SIN) card
- Old Age Security (OAS) Identification Card
- CBSA NEXUS Card

Check with the airline if you are still unsure of what identification they will accept.
Q. What are the Passport requirements for international travel?
A. Transborder Flights between Canada and the United States - Canadian Passport Holders:
Since January 23, 2007, a valid passport is the only acceptable form of identification for entry by air into the United States. If you do not have a passport, or your passport has expired or will expire prior to your trip, please begin the application process well before your date of travel to allow ample time to process and deliver your passport. http://www.pptc.gc.ca/

International Flights:
ALL Canadian citizens travelling outside of Canada, including children and infants, require a valid passport for travelling to most countries. Some countries may even require a visa. Please check that your passport is valid for 6 months or longer than your intended travel time
To determine the documentation required for your trip, visit the Foreign Affairs Canada Web site.

Special documentation may be required for unaccompanied minors or children traveling without both parents. If you do not have the proper documentation for boarding, the airline may refuse boarding. Flight Centre will not be held responsible for incorrect documentation whatsoever.
Q. Do I need a visa to enter the country I am visiting or traveling through?
A. A Visa is an endorsement stamped on your passport by foreign customs officials that allow you to visit that country.
Many countries require that you obtain your visa before you enter their country. It is your responsibility to obtain at your expense a visa (if required) for each country you plan to visit.
Visa requirements for each country vary depending on your citizenship status.

Canadian passport holders - for visa details and recommendations click here http://www.voyage.gc.ca/preparation_information/visas-eng.asp

U.S. passport holders - for visa details and recommendations click here http://travel.state.gov/visa/visa_1750.html

For all other passport holders - please call the Embassy or Consulate of the country you intend to visit for visa requirements.
Q. What documents will I need at the airport for my children and/or infant?
A. Prior to any travel that includes a child, you should contact the embassy or consulate of all countries the child will be visiting to inquire about entry requirements.

The following documents may be required to support the entry of a child to another country:
  • Birth certificates showing the names of both parents.
  • Any legal documents pertaining to custody.
  • A parental consent letter:
  • If the child is traveling with one parent, the consent letter authorizing travel must be signed and dated by the other parent.
  • If the child is traveling alone or without either parent, the consent letter authorizing travel must be signed and dated by both parents.
  • A death certificate, if one of the parents is deceased.
  • Status Document from Citizenship and Immigration Canada.


If a person younger than 18 is traveling to the United States alone or with only one parent or another adult, certified documentation proving that the trip is permitted by both parents should be carried.

If you are traveling outside of the U.S. and Canada, you must contact local authorities of the country you are planning to visit to find out what other documentation you may need.

For an example of a certified consent letter, visit the website of the Canadian Department of Foreign Affairs.

Before Your Flight & Checking In

Q. Do I need to reconfirm my flight reservation?
A. Yes, it is possible for airlines to make changes to your flight times. By reconfirming your flights in advance of both your outbound and return flights you will be made aware of any possible changes.

Flight Centre strongly recommend that you reconfirm your flight times and status by calling the airline directly 12-24 hours prior to departure for flights in Canada and U.S. and 48 hours prior to departure for international flights.

Some international airlines do require passengers to call and reconfirm their flights a certain number of days/hours prior to departure. If the airline does not receive reconfirmation from the passenger, the reservation may be cancelled.

If you are traveling on an airline that requires reconfirmation, we recommend that you call the airline to find out how far in advance you must reconfirm and any other applicable requirements the airline might have.
Q. Where can I find airline toll free numbers?
A. Click here for full list of airline details
Q. Will Flight Centre notify me if there is a schedule change on my flight reservations?
A. Airlines sometimes make changes to their flight schedules. Flight Centre will attempt to notify you by e-mail and/or phone using the contact email address and phone number you provided at the time of booking.
It is very important that you provide us with an accurate email address and phone number when you make your booking.

In some cases airlines make last minute changes and Flight Centre are not notified. We therefore strongly recommend that you reconfirm your flight time and status by calling the airline directly 12-24 hours prior to departure for flights in Canada and U.S. and 48 hours prior to departure for international flights.
Q. Why did my flight schedule change?
A. Unfortunately, airlines sometimes have to make changes to their flight schedules because of operational necessities. These changes can occur at any time prior to departure. Some are minor (such as small time changes or flight number changes), while others are more severe (such as changes to the departure or arrival cities).

Flight schedule changes can impact your itinerary in any of the following ways:
  • Flight number
  • Departure and/or arrival time
  • Type or size of aircraft
  • Routing, i.e. Arrival or departure city
  • Connection city
  • Number of stops
  • Flight cancellation
Q. Do I need new tickets if the airline changes my flight schedule?
A. Unless you receive an email or phone call from a Customer Service Representative, you can use your original tickets for the new schedule.

If you have an electronic ticket (e-ticket):
Print a copy of your current reservation and bring it with you to the airport for reference. (A copy is not mandatory to check-in.)

Present a government-issued photo ID (such as a driver's license, passport, or state-issued identification card) at the airport ticket counter at check-in.

The airline will issue your boarding pass with current flight, gate, and time information.

If you use a kiosk for check-in, you will need a credit card or frequent flyer card to access your reservation.

Proceed through the security checkpoint and then go to your assigned gate to board your flight.
Q. When should I check-in?
A. arly check-in is recommended to enable you to complete security checks and get to your gate on time. If you are not in possession of a boarding pass by the time indicated by the airline, you will not be accepted for the flight.

Check-in opens 3 hours prior to scheduled departure, and closes 60 minutes prior to departure for all flights from all airports in all countries. Latest time at the gate for boarding is 30 minutes prior to departure
Q. What is required when I check-in?
A. At the airline counter or kiosk, you will require travel documents, copy of electronic confirmation or paper tickets.

The airline will access your information and issue your boarding pass.

Once you receive your boarding pass, proceed to the security checkpoint and your departure gate.

When you arrive at the security checkpoint, please take laptops out of carrying cases before putting them through screening devices, and prepare for additional carry-on searches.

Additional tips and information on airport security and check in procedures can be reviewed on the Canadian Air Transport Security Authority website http://www.catsa-acsta.gc.ca/english/

Travelling with Children

Q. What is the airfare for infants?
A. When you search availability for a flight be sure to indicate the number of travellers in each age category.

For domestic travel, children under the age of 2 years without a seat fly free of charge. Child fares may vary for children under the age of two years with a reserved seat, and may be the same price as the adult fare. On international flights, infants without a seat will commonly be charged 10% of the adult fare. International fares vary for children under 2 years old with a reserved seat.

If you have purchased a reserved seat for your child, it's best to bring your carrier. If you have booked your infant as a "lap child", bring your child seat/carrier to the gate. Airline personnel will store the carrier with luggage if the flight is full. You will then pick it up at the gate upon arrival

You may be asked by the airline to prove the age of the infant, so a copy of the child's birth certificate is essential.
Q. What documents will I need at the airport for my children and/or infant?
A. Prior to any travel that includes a child, you should contact the embassy or consulate of all countries the child will be visiting to inquire about entry requirements.

The following documents may be required to support the entry of a child to another country:
  • Birth certificates showing the names of both parents.
  • Any legal documents pertaining to custody.
  • A parental consent letter:
    1. If the child is traveling with one parent, the consent letter authorizing travel must be signed and dated by the other parent.
    2. If the child is traveling alone or without either parent, the consent letter authorizing travel must be signed and dated by both parents.
  • A death certificate, if one of the parents is deceased.
  • Status Document from Citizenship and Immigration Canada.
If a person younger than 18 is traveling to the United States alone or with only one parent or another adult, certified documentation proving that the trip is permitted by both parents should be carried.

If you are traveling outside of the U.S. and Canada, you must contact local authorities of the country you are planning to visit to find out what other documentation you may need.

For an example of a certified consent letter, visit the website of the Canadian Department of Foreign Affairs.

Baggage

Q. How much Baggage is permitted on the flight?
A. The rules for Baggage allowances and restrictions will vary depending on which airline(s) you are flying.
Due to recent fuel price increases, luggage weight limitations have been further reduced.

The best source of information about luggage limitations, security, and the cost of excess luggage is the airline on which you are traveling. Call their toll-free number or visit their website for details.

If you call, be prepared with the weight and dimensions of each piece of luggage that you wish to transport. The airline representative can provide you with approximate costs for oversized or extra pieces.

Note that charter flights have very limited luggage allowances compared to most scheduled airlines.

Changes & Cancellations

Q. What are the fees for changing my ticket?
A. All the terms, conditions and change fees of the flight are listed under the "Flight Conditions & Booking Terms" on the booking screen at the time of purchase.

Please note:
- You cannot change the name on an airline ticket or give the ticket to someone else to use.
- You cannot exchange a ticket from one airline to another.
- Some tickets do not allow any changes.
- Some tickets are non-refundable. Usually, non-refundable tickets can be used only towards the purchase of other non-refundable tickets.
- Some airlines will not allow the ticket to be reused if the original reservation was NOT cancelled within their designated timeframe.
- Flight Centre does not control the fees set by the airline and has no authority to waive them.
Q. How can I change or cancel my flight reservation?
A. If you need to change or cancel your flight reservation, please call 1866 368 0396.
If our Customer Service office is closed please call the airline directly to ensure the flights are cancelled or changed prior to the schedule departure time, as some airlines will not allow the ticket to be reused if the original reservation was NOT cancelled within their designated timeframe.

Expect to pay change fees plus the fare difference if your new flight costs more than the original.
Flight Centre does not control the fees set by the airline and has no authority to waive them.
Q. How do I request a refund for a ticket I will not be using?
A. If you need to cancel your ticket please call 1866 368 0396 and we will advise you on the refund procedure.
Q. How long does it normally take for a refund?
A. Airlines usually take 6-8 weeks to process refunds on to your credit card.

Frequent Flyer Program

Q. I forgot to enter frequent flyer number at time of booking, how can I enter it now?
A. If you did not include your frequent flyer number at the time of booking, you can have the number entered into your booking in one of the following ways;

Prior to flying:
Submit your frequent flyer number along with your confirmation number via e-mail to our customer service staff. Our staff will enter your information into your record and confirm the transaction via return e-mail.
Call the airline directly. For a list of Airline telephone numbers click here
Show your frequent flyer card to the Airline staff at the time of check in and they will enter it on your booking.

After completing your trip:
Procedures vary by airlines. Most will require that you submit your original boarding pass by mail directly to them. Nearly all airlines do have a procedure that permits you to claim past date miles. Please call your airline directly to verify their procedure.

Please note: Not all fare types qualify for frequent flyer point accumulation. Please check with the Airline or call our Customer Service Representatives on 1866 368 0396, to check if the fare type you booked qualifies.
Q. Frequent flyer mileage not credited even though number was added during the booking process
A. Airlines may limit which fare types qualify for frequent flyer mileage accrual. The fare rules (available during the booking process) of the ticket you purchased will need to be reviewed to determine if the fare type you booked qualifies for frequent flyer mileage.

If you do not recall any mention of frequent flyer restrictions upon review of the fare rules during your initial booking, please please call 1866 368 0396 to speak to one of our Customer Service Representatives. We will review the fare rules for you, and if necessary, contact the airline on your behalf to see why the mileage was not added to your account.

Please keep in mind that carriers may add accrued mileages at different times. You should review your frequent flyer mileage account (with your airline) to determine the timeframe mileage is added to your account.

We recommend you keep all boarding passes, as some airlines may require you to send those in to receive the mileage credit.

*Prices are in CAD unless otherwise stated and subject to availability. Please refer to specific product's terms and conditions.

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