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Frequently Asked Questions

Do I need a visa in the destination country?

Good question. To answer it, you need to know which country you are a citizen of and which country you are going to. We hope you know this information — then you can check the visa rules, for example, here. All you need is to choose your citizenship, the country of destination and click the button “Do I need a visa?”. However, despite the presence of numerous online services, Turisto recommends applying directly to the consulate of the country of destination — they always have the latest information. It is not necessary to go there — you can just call.

Do I need a visa in the transit country?

Very, very important moment!

For example, you are a citizen of Ukraine and are going to go to Amsterdam. You do not need a visa to Amsterdam. But you buy a route with a change in London. And you know what awaits you instead of coffee shops, canals and the Van Gogh Museum? Deportation.

Let's try to figure it out.

First, there are two types of transit — airside and landside. These words in translation from Londonish mean something like the following:

Airside — you transfer from one flight to another, without leaving the airport transit zone. In this case, you do not need a visa, but, as usual, there are nuances. First, not all airports in London have a transit zone. Heathrow and Gatwick, for example, have, but Luton and Stansted do not. Secondly, if your country is included in the "black list" (and if you are a citizen of Ukraine — your list is of that color), you must meet several conditions for transit:

  • you must leave London before 23:59 of the day of arrival (and the time taken in the tickets is taken into account, that is, if you were to arrive to London at 18:00, but your flight was much delayed and arrived at 23:00 — you will have 59 minutes for an urgent evacuation from London);
  • you have to leave London only by international flight (Ireland is somehow considered an international destination, but this is their internal British affairs, we will not delve into it);
  • you must have documents to enter the country of destination;
  • you will not be able to leave the airport transit zone.

Landside transit is if after all you have read, you still want to take a walk around London before committing to another flight.

In general, there are so many nuances that there is no chance to remember them all. But remember at least the main things:

  • if your country is not included in the list of countries for which citizens are allowed visa-free entry into the UK — you will almost certainly need a transit visa
  • even if you have a transit visa you may be denied entry to the UK (oh, what a foggy country). First of all, the route may be an “illogical”, from the point of view of the border guard. For example, a flight from Kiev to London with a transfer to a flight London—New York is likely to seem logical to the border guard. And the flight from Kiev to London with a transfer on the flight London—Paris has every chance to dismatch the logic of the border guard. And your arguments that such a ticket is 7 times cheaper than a direct one may not work;
  • well, and besides, if you ever had problems with the law (in any country), or you were previously denied entry to the UK, your chances of flying home immediately increase greatly.

How to return tickets?

One of the most frequent questions that we are asked (the second most frequent after “Why your tickets are so cheap?”) — can I return the purchased ticket. The answer is — not always. But even if you can — your money might be returned not in full. Contrary to popular belief, there is no strict relationship between the type of carrier whose ticket you purchased and the possibility of return. In most cases, indeed, low-cost carriers (such as RyanAir, WizzAir, Vueling and others) are non-refundable — that is, if you refuse a flight, you will not receive any money back. And this is not because Turisto is greedy — Turisto is generous. It's just the carriers have established such rules.

At the same time, regular carriers (Aeroflot, UIA, Lufthansa, British Airways etc.) most often allow you to return a ticket and get your money back (albeit partially — to a greater or lesser extent). However, sometimes happens vice versa — some regular carriers are completely non-refundable, while low-cost carriers offer refundable tickets. In general, everything is difficult — but, since Turisto, as mentioned above, is generous — do not hesitate to contact and you will be explained the fare rules in each particular case. And for the most inquisitive, we highly recommend reading the carrier’s fare rules, which will appear under the “Fare Rules” link when you choose the route option you like.

How to make changes to the ticket?

For example, you bought a ticket and confused the date of departure. Or, when filling in the passport data, instead of your surname, you randomly indicated the maiden name. In general, you seem to have a ticket — but you cannot fly with it. What do you have to do? Well, of course, make changes to the ticket.

And here again, not so simple. Many carriers allow you to make changes to the tickets, the only question is the price. For example, if you bought a Ryanair ticket for 10 euros and making changes to the ticket will cost 60 euros (which happens quite often), it is cheaper to donate 10 euros to the carrier and buy a second ticket with the correct data.

However, sometimes the carrier allows you to make changes to the ticket completely free of charge — and here again Tourist will come to the rescue and tell you how to act correctly in each particular case.

But it should be noted that, in some cases, the carrier may allow only minor changes in the ticket — for example, change 1-2 letters — but will not allow to change the whole name. In general, just in case, it is better to fill in the passengers' data correctly and check everything twice before paying.

Why does the price change when specifying flight details?

You may have noticed that sometimes when you choose a flight you like and get information about luggage and fare rules for it, the price of the flight you choose changes. Firstly, it means that you are observant.

Secondly, it means the following — sometimes carriers do not have time to update the prices of their flights and they give them from the “cache” — that is, the last saved price. When you are trying to clarify flight details, such as luggage allowances or fare rules, the carrier updates its prices and gives the price that is valid at the time of the request. And if the price has changed during this time — you will see this change on our website. Usually, the more popular the flight is — the more relevant the prices for it. For flights that are requested infrequently, the price can change quite a lot (by the way, not only upwards — the price often becomes cheaper).

Why does the price change when I try to pay for the flight?

You may also have noticed that the price may have changed just before payment — that is, you received all the information about the flight, entered passenger data, selected additional services, pressed the pay button, and the sneaky Turisto tells you — "The total price of your order has changed."

First, Turisto is not sneaky — Turisto is honest.

Secondly, you are even more observant than we thought the previous time.

And thirdly, it is due the carriers’ rules also.

And if in the previous paragraph it is caused by the cached price, then in this case there may be another reason — the price of the flight could change right at the moment when you fill in the passenger data. And the closer is the departure date (and the more popular is the flight), the greater is the likelihood of such an event. And do not be surprised that the price became immediately three times higher. At airlines, this is called revenue management — which basically means “We will change our price the way we want it and when we want it and we will not explain anything to anyone”.

The good news — the price can still be changed in both directions.

If I have already paid for the tickets — may I be asked to pay extra for them?

In 99% of cases — no.

However, there are also exceptions — sometimes the carrier bills for one amount, and when trying to discharge a ticket by Turisto's agents, it turns out that the carrier did not have time to update the prices in his system and in fact the price for this flight has changed.

In this case, Turisto’s support team will contact you for consultation. If it seems to you that the surcharge is too high — Turisto returns you all the money and you can choose another option. If you agree to pay the difference, you will be charged an additional invoice and after it is paid your tickets will be issued.

Again, the good news is that the price may change in both directions. And absolutely wonderful news — if the price becomes lower after you pay for the ticket, despite the fact that you won’t know about it, Turisto will return you the difference.

Turisto is not stupid — Turisto is fair.

How to get a boarding pass?

Boarding pass you will receive after check-in. How to check in for the flight — see below.

How do I check in for a flight?

Shortly before online check-in for your flight will be open (usually from 24 to 48 hours before departure) a letter will be sent to you. In this letter, you will be told exactly, for which flights on your route, Turisto will make online check-in for you, and which you will need to check-in yourself.

What is a "Turisto Guarantee" and why is it needed?

Turisto's Guarantee is a great thing. Imagine that you've purchased tickets on a route that is carried out by 4 different carriers (for more details, in the item “How does the “Transfer Route” differ from the “Transit Route”?). One of the flights on your route was canceled or delayed and you did not have time to transfer. Who will take care of you in this situation? Well, of course, Turisto. If you have a guarantee. Under this guarantee, Turisto will either give you back all the money for flights that you could not get on, or buy you new tickets so that you can get to your destination. Moreover, if your transfer at night, Turisto also pays for your hotel room, and if your new flight departs from another airport or station — Turisto pays you for taxi. This is very briefly, in more detail — here.

How does the “Transfer Route” differ from the “Transit Route”?

Firstly, of course, the name. But the differences do not end there. Transfer route is a route that Turisto combined for you from flights of carriers, that are not connected to each other. In other words it is called "virtual interlining". For example, you fly Kiev—London with the flight, which is operated by WizzAir, then transfer to London—Porto flight, which is operated by RyanAir, then you have a rest in Porto, then from Porto fly to Berlin by Eurowings flight, and finally, you return to Kyiv via UIA flight.

There are downsides. None of the four carriers listed has any idea about your plans, therefore, if a flight is delayed, no one will wait for you at the transfer point and no one will compensate you for the "burned" tickets (except, of course, Turisto — more in the section "What is the Turisto's Guarantee and why is it needed?"). In addition, you will need to get luggage at each transfer point and re-check in for the next flight.

It is also possible, that you have to move from one airport to another, or even from the airport to the station or bus station, to make a transfer.

“Why should I endure this?” — you ask, but even to such a cunning question we have an answer. For the price sake. The fact is that routes compiled in this way are sometimes cheaper by 3-5-10 or more times. In addition, such a route can be much more convenient by the time of departure / arrival, by the total duration of the route, by the places and time of transfers, in the end. A sufficiently meticulous traveler can make his route to a destination in such a way that on the way he will visit 2-3 more interesting cities practically free of charge. Bonus, so to speak. However, before you rush to book flights with the maximum number of transfers, we recommend that you familiarize yourself with the section “Do I need a visa in the country of transit”?

Now on transit routes. The transit route is when all segments to the destination are carried out by one carrier or by different carriers according to a code-share agreement. In this case, even if one of your flights is late, the next flight will either be waiting for you, or the carrier will pay you tickets for another flight to your destination. Luggage is also transferred for you from the plane to the plane. And the transfer will always be at the same airport.

There’s a con thought, these flights are much more expensive. And you have to adapt to the schedule of the carrier. And you can not visit the Cathedral of the Holy Family on the way to the Eiffel Tower. And do not forget that if you, for whatever reason, did not show up on one of the flights on this route (which is called "no-show") — tickets for all other flights will be canceled automatically.

In general — “Say no to dictatorship of carriers! Give freedom of movement to the masses!”

Can I sit on the plane next to my wife / husband / friend?

We do not mind. But for this you will need to choose seats — so that the carrier does not put you randomly. How to do this — check out the"How to book a seat on the plane" section?

How to add luggage to the order?

Most carriers allow you to do this at the ticket purchase stage. If you click on the flight you like on the search page, after a few seconds you will see two orange links — “luggage” and “Fare Rules”. Turisto is very logical, so if you click on the "luggage" — you will see information about luggage. Namely: how much luggage, included in the ticket price, you can take with you, as well as how much each additional piece of luggage will cost.

If everything suits you, click the yellow “Book” button at the bottom of your chosen route option.

You will be taken to the booking page, where you need to select the passenger to whom you want to add luggage and click on the yellow “luggage” button (we’d like to remind you that Turisto is very logical).

You will see the luggage selection menu. Sometimes, if you choose a round trip flight, you can add luggage to each section of your route separately. This is useful if you plan to return with a much larger number of things than you had when flew away (familiar situation, isn't it)?

In some cases, you may also notice that by adding luggage to one segment of your route, it is automatically selected for one or more other segments. This does not mean that you have to pay for the selected luggage option several times — this means that luggage for all these segments is included in the specified cost.

After all the manipulations, you can always see the final price of your order, including the selected luggage, in the payment window at the bottom of the booking page.

It also happens that the carrier does not allow booking luggage online. In this case, please contact the Turisto support team and we will help you.

It should be noted that railway and bus carriers do not allow luggage to be added at the time of booking. However, it is difficult to imagine that you will not fit in the luggage allowance, allowed by these carriers firstly, they allow you to carry quite a lot, and secondly — they are much more loyal to violating their own standards. But if it seems to you that your billiard table can not fit into the train — contact the Turisto team and we will tell you what to do in your situation.

How much does extra luggage cost?

It depends. Low-cost carriers, for example, earn mainly on additional services — so luggage for a flight often costs more than the ticket itself several times. At the same time, regular carriers' luggage are usually cheaper than the ticket itself (but also quite expensive). In any case, if your carrier allows you to book your luggage online, we strongly recommend that you do this at the time of booking, that is, until the time of payment for the flight. Very often, ordering additional luggage after payment is more expensive.

You can also contact the Turisto support team if your luggage is obviously “oversized” — ski equipment, bulky cargo or, for example, you want to carry an animal (large animals are transported only in cages and travel separately from passengers in a special compartment; the compartment is heated, do not worry).

There are no seats in the itinerary receipt, what should I do?

No need to do anything. The itinerary receipt is a document that you will receive shortly after the payment for the tickets and which confirms the fact of the purchase of the tickets. The choice of seat in the cabin will be available when the online check-in for your flight begins — this is described in detail in the next question.

How to book a seat on the plane?

Depends on the type of carrier. Most regular carriers have free choice of place. But, again, with most regular carriers, you can choose not any place. For example, seats at emergency exits, or the first rows of cabin — that is, those with more legroom — are usually available for booking only at an additional cost. You can book a place yourself — you need to go to the carrier's website, enter the reservation number and the passenger's last name and that's it, you can choose your place.

You can also rely on the Turisto support team — we will help you with booking a seat, although in the case of regular carriers, this service is a bit paid (unlike booking a seat in the low-cost carrier, which will be discussed a little lower).

And, actually, right here, we will talk about reserving a seat at the low-cost carrier. At low-cost carriers, almost always everything is paid. Any place can be booked for money only. And, as in the case of luggage, a good place can cost more than the ticket itself.

But the booking of such a place by the Turisto support team (if you need it) will cost you nothing — you only need to choose the place you want to book.

By the way, please note — low-cost carriers are tricky. If you fly not alone, and try to register for free without choosing a paid seat, they will definitely set you up at different ends of the plane (well, at least the same plane). You can try to change this on arrival at the airport at the carrier’s counter — but there is no guarantee of success. And, frankly, they can be understood — you won't get very rich with tickets for 5-10 euros, you have to be creative.

An inquisitive reader will have a question — how do I even understand where these low-cost carriers are, and where are your regular carriers?

For such a reader, we have the answer. And it is described in the section “How do I check-in for a flight?”

Why are we sitting in a plane separately?

Apparently, because you are flying low-cost carrier and missed the e-mail from the question above. As a result, you did not inform us that they would like to sit together — therefore the registration for you was carried out free of charge, and with such registration it is the carrier who appoints the places. And, in most cases, these seats will not be close. Why — described in the previous question.