Frequently Asked Questions and Answers

How can we help you?

I haven’t received any booking confirmation as yet and I am nearing my travel date! Help!

If you haven’t gotten your Eilago booking confirmation email yet, start by checking your spam folder, and if you still don’t find it visit to find all your travel details and confirmations under the ‘My Account’ section. If you still aren’t able to obtain your booking confirmation please call us on +966-1-15204955 and our travel experts will be happy to assist you.


 Is there a difference between a direct flight and a non-stop flight?

A direct flight makes (technical) stops along the way and embark other passengers and even have some of them leave whereas a non-stop flight, just as the term suggests flies from destination to origin without any halts.

How to request for assistance at the airport in case of travelling with an infant or for a wheelchair passenger?

For special requests such for airport assistance in cases of infant travel, wheelchair passengers, unaccompanied minors etc. notify us in advance by writing to us at or calling us on +966-1-15204955.

Note: For infant travel many airlines provide baby baskets if the infant is up to 6 months old and you're in for a long-haul flight.

The status of all requests entirely depends on the airline and cannot guarantee the services being provided at the airport.

Can I book a flight or hotel for someone else on

We at are happy to help you book flights, hotels, car rentals and more for your friends and family. Ensure feeding in the relevant booking information, i.e. full name, nationality, age etc. of the passenger travelling.

How do I select my preferred flight seat in advance?

Pre-seating assignment is subject to airline policies and procedures. Kindly contact the airline you’ve booked your travel with directly to check the possibilities of pre-booking inflight seats.

What are the must-have documents to ensure a smooth check-in at the hotel?

Carrying the hotel voucher along with your passport in case of international travel and the hotel voucher plus a valid photo ID locally should ensure a smooth check-in.

Is my credit card information safe and secure?

Yes, we at comply with all the relevant requirements to protect your information.

How will I receive my refund?

Refunds for all bookings are returned to the channel used to create the booking. For example, if you used your credit card as a mode of payment, an appropriate charge reversal will be made as soon as a refund approval is received. The final amount refunded will be post deductions of the following - Eilago fees, cashback, discounts availed, and partial ticket refunds (if applicable). While refund will be initiated as soon as your refund request is through, your bank may take slightly longer to reflect the amount. 

Where do I find the baggage details of my booking?

Baggage policies depend on various factors like route flown, airline policies, the destination chosen etc. Find your baggage details on your itinerary at the time of booking your flight with us on to avoid hassle at the time of travelling.

What are the cancellation charges to my flight ticket if cancelled within 24 hours of booking?

A flight ticket cancellation initiated within a maximum of 24 hours would incur a fee of SAR 50 per passenger apart from the airline fees levied. Kindly note that the cancellation process/charges may vary and are subject to airline terms and conditions.

How do I go about getting my travel booking cancelled or changed? Be it flights or hotels.

For any alteration to be made on your travel bookings write to us at or ring us up at +966-1-15204955 to place your request at least 24 - 48 hours prior to travel. Our travel experts will assist you further and help you with your request.

How do I correct my name on the booking if I had misspelled it at the time of booking?

Minor name spellings are altered by most airlines within 24 hours of booking while a complete name change wouldn’t be possible. We’d advise one always to ensure entering the correct passenger details to avoid airline penalties or having to book a new booking altogether.

What are the payment options available to pay for my travel purchase at

The payment methods offered include both Visa, Mastercard, and MADA cards issued in the Kingdom of Saudi Arabia.

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