trustpilot

HELP CENTER

+ We travel from UK to Bangkok with 23kg weight, then travel on from Bangkok with only 20kg, can we change the weight allowance with the airline?

Checked baggage

Hi Customers,

You should please contact with the airline directly to request about the increase of baggage allowance or pay for extra baggage at the airport.

Thank you!
+ I have lost a baby trolley in the flight from Vietnam to France one month ago. What should I do now?

Mishandled baggage

Hi Customer,

In this case, you should please contact directly with the airline that you fly with for the best support.

Thank you!
+ Can I carry tablet, phone, electronic cigarette, liquid and an additional 22000 MAH external battery?

Checked baggage

Hi customer,

For tablet and phone, you can carry on the hand luggage.
For electronic cigarette, liquid, and external battery, you should put them on the checked baggage. Especially, the battery should be under 20000 MAH.

Thank you!
+ Can I pay for the ticket at the convenient shops in Japan?

Payment

Hi Customer,

At present, AloTrip has not connected with convenient shops in Japan for payment. Therefore, you can pay by Visa/ Master card or payment gates like Paypal and Paydollar. After receiving your payment, AloTrip will issue your ticket and send the e-ticket via your email.

Thank you!
+ I am not able to find link to add extra baggage. Don't see that option on the website.

Checked baggage

Hi,

Actually, we just have the blank for checked baggage of Vietjet and Jetstar in our website. For other airlines' baggages, please drop us an email via booking@alotrip.com.

Many thanks.
+ Where do I send the details for passport and proof of credit card?

Booking

Hi Customer,

You can send the photo of passport and proof of credit card via email: booking@alotrip.com together with your booking number.

Many thanks!
+ Can I split my 15kg checked baggage allowance over more than one piece of luggage?

Checked baggage

Hi Customer,

Which airline will you fly with? Normally, with 15kg, you should only bring one piece of luggage.

Thank you!
+ Can I cancel, rebook or change a name in my booked flight?

Booking

Hi Customer,

As long as you do not pay for the ticket, you can cancel, rebook and change the name of the booked flight.

Thank you!
+ How and where can I get my refund if I want to cancel my flight?

Refund/Cancellation

Hi Customer,

If you want to cancel your ticket, we need to check if your ticket is refundable or not. If yes, we will send the refund request to the airline and send money back to you as long as the airline refunds us. The process can take within 30 working days.
+ I have filled in the red invoice requirement, so when will I receive it and by which form?

Special orders

Hi Customer,

Alotrip will send back to you the red invoice via email (e-invoice) within 30 working days.

Thank you!

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