Frequently asked questions
Booking, tickets, baggage, changes and refunds. If the answer you need is not here, call us on 020 4621 8999 — we would rather explain it once properly.
Booking a flight
How do I book a flight with Nexo Travel?
Search your route and dates, choose a fare, and enter the passenger details. Before your ticket is issued one of our team checks the fare is still live, the connection times are legal and the baggage allowance is what you expected. You can also do the whole thing by phone on 020 4621 8999.
Can I book seats for infants and children?
Yes. Infants are under 2 years old on the date of travel and normally travel on an adult's lap without their own seat. Children are 2–11. Add them in the travellers panel when you search, because the fare and baggage allowance differ by age — adding them afterwards can change the price.
An infant who turns 2 before the return flight needs a full child seat for the whole trip. Tell us the date of birth and we will price it correctly.
What is the maximum number of passengers I can book at once?
Nine passengers in a single online booking, which is an airline reservation-system limit rather than ours. For ten or more, call us — group fares are priced differently and are often cheaper than nine individual tickets plus one.
Can I book a multi-city trip?
Yes. Choose Multi-city on the search form and add up to five flights. We build the itinerary from one-way fares, so if one leg has nothing available we will tell you which one and quote it by hand.
I am getting no results for my search. Why?
Usually one of three things: we do not hold a stored fare on that exact route, the date is outside the range airlines have loaded, or the combination of passengers exceeds what one booking allows. None of it means the flight does not exist — call us and we will price it live.
Where do I add my frequent flyer number?
Tell us when you book and we will add it to the reservation, or add it yourself on the airline's website using your airline reference once the ticket is issued. Adding it after you have flown is much harder, so do it before departure.
Can I book on behalf of someone else?
Yes. The names on the tickets must match the passports of the people flying, not the person paying. You will need each passenger's full name exactly as printed on their passport, and their date of birth.
Tickets and check-in
What is an e-ticket?
An electronic ticket. Once payment clears, the airline holds your ticket against your name and passport, and we email you a confirmation with the reference. There is no paper ticket to lose — you check in with your passport and reference.
How do I know my booking is confirmed?
A confirmed booking has an airline reference (six letters and numbers) on the confirmation email. If you have paid but have no reference after 24 hours, contact us before you assume anything — do not book a second time.
Do I need to reconfirm my flight before I fly?
Not for most scheduled airlines. It is worth checking your flight time 24–48 hours before departure, because schedule changes do happen and the airline notifies whoever holds the contact details on the booking.
How do I get a boarding pass?
Check in on the airline's own website or app, usually from 24–48 hours before departure, using your airline reference and surname. Print the boarding pass or save it to your phone. Some airlines charge for airport check-in, so do it online.
How do I choose my seats?
Through the airline once the ticket is issued. Some fares include seat selection, most charge for it, and a few only allocate at check-in. If sitting together matters — travelling with children, for instance — tell us before you book and we will factor it in.
Do I have to show my confirmation email at the airport?
No, your passport is enough in almost every case. Having the reference on your phone is still worth it, because it turns a long conversation at a desk into a short one.
Baggage, documents and the airport
How do I find out my baggage allowance?
It is on your confirmation and on the flight details before you book. It varies enormously — the same route can be 23kg on one airline and 2 x 23kg on another, and low-cost fares often include no hold bag at all. On routes where people travel heavy we deliberately look at the allowance, not just the headline fare.
Adding a bag in advance is always cheaper than at the airport.
Do I need a visa?
Very possibly, and it is your responsibility rather than the airline's or ours. Requirements change often, so check the official source for your destination and your nationality — see our visa requirements page for where to look. You can be refused boarding without the right documents.
How long does my passport need to be valid?
Many countries require at least six months beyond your return date, and some also require blank pages. Check before you book, not the week you fly — renewals take time and an out-of-date passport is not a refundable reason to cancel.
Will I have to pay anything extra at the airport?
Not for the ticket. You may pay for excess or additional baggage, seat selection, or airport check-in if the airline charges for it. A small number of countries still levy a departure tax payable locally — we will tell you if yours is one.
Changes, cancellations and refunds
I misspelled a name. Can it be corrected?
Usually, and the sooner the better. Minor spelling corrections are often free or low cost within 24 hours of booking; after that airlines charge, and some treat it as a full reissue. Contact us as soon as you notice — do not wait until check-in, where a name that does not match the passport can mean no flight.
Can I change my travel dates?
It depends entirely on the fare rules. Flexible fares change for a fee plus any difference in price; the cheapest fares are often non-changeable. We will tell you what the airline allows and what it costs before you commit to anything.
How late can I cancel?
Fare rules decide this, not us. Many discounted tickets are non-refundable from the moment they are issued, though government taxes are sometimes recoverable even then. Ask us and we will tell you exactly what you would get back before you cancel.
How long does a refund take?
Once the airline authorises it, we pass it on to the original payment method. The airline's authorisation is the slow part and can take several weeks depending on the carrier. We will chase it and tell you where it is — use customer care and pick "Refund status".
My airline has cancelled the flight. What am I entitled to?
More than most people claim. Depending on the circumstances you may be owed a refund or re-routing, meals and accommodation while you wait, and in some cases fixed compensation on top. See passenger rights, and talk to us before you accept a voucher.
Paying
How can I pay?
By card, and for many bookings you can pay a deposit now and the balance later — see Fly Now Pay Later. If a payment does not go through, do not try repeatedly; call us, because multiple attempts can leave several authorisations sitting on your card.
Is my payment protected?
Yes. We are ABTA P7465 and ATOL 11016. What that covers depends on what you booked — the detail is on our financial protection page. Note that this covers company failure, not you cancelling, so you still want travel insurance.
Will you ever ask for my card details by email?
No. If you receive an email or call asking you to send card details, a CVV or a photo of your card, it is not from us. Hang up and call 020 4621 8999 directly.
When do I get my invoice?
Request one any time through customer care — choose "Get my invoice" and include your booking reference.
Question not answered here?
For anything about an existing booking, use customer care so it reaches the right desk. For anything about a trip you have not booked yet, just call 020 4621 8999.
Rather ask a person?
No menus, no chatbot. Someone who can see your booking.