FAQ

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Please find our FAQ below. If you need further assistance, please contact support.

General

Most asked questions are here

4 answers

1B.flights is an international airline ticket reseller that uses the latest techniques in travel IT industry to look for the best possible routes and flights.

We use different techniques developed by ourselves to compare prices and provide you with the best possible price on any chosen flight.

This is very important to know that every reservation you make on our website includes at least 1 item of checked luggage and hand luggage.

Please refer to airlines' websites for more information about weight allowances.

Yes, you are protected to the same level as if you booked your tickets directly on airline’s websites. We book all flights via certified IATA members.

Baggage

Questions related to checked and hand baggage

4 answers

Hand baggage is the baggage you take with you to the aircraft.

Checked (or hold) baggage is the baggage you drop off at the airport. You don't take checked baggage to the aircraft. Please note that checked (hold) baggage is included in the ticket price when you book at 1B.flights!

Please note that 1 item of checked baggage is included in the price.

If you need to purchase more items of checked baggage, you can do so directly on the airline website once your booking is confirmed by 1B.flights. You can't purchase additional baggage items on our website.

YES!

Checked baggage (or hold baggage, the one you drop off at the airport) is included with every reservation you make on our website. Please go to this page to find out more about the weight allowances.

Tickets

Questions related to the tickets that we issue

3 answers

Absolutely! You can check or reconfirm any ticket you purchased at 1B.flights directly on airline's website (for example, on lufthansa.com if you booked Lufthansa tickets).

Please note that the reference number you use to check your reservation on our website and the one for airline website are not the same. The airline's reference number is printed on electronic tickets. You will need to download your electronic tickets on our website to see the airline's reference number.

Please go to My Bookings page, enter your reference number and your last name, and click on the Retrieve Booking button. After you've been logged in, please click on the Download Your Tickets button to download the tickets once they become available.

Please note that you can use any passenger's last name that is associated with the reservation. First names and full names are not accepted (please enter the last name only).

You will receive your tickets as electronic tickets. We don't physically post the tickets and don't have the ability to do so.

All electronic tickets are downloadable here. We don't send electronic tickets by email unless explicitly requested.

All electronic tickets can be validated on airline website.

Billing

Questions related to billing and payments

9 answers

We process all refunds in 30 working day period starting the refund request's following working day.

For example, if you requested the refund on 1st day of the month, we will pay it out no later than 30 working days starting 2nd day of the month.

If we refund to a bank account, it may take several additional days for the amount to be credited to your bank account depending on your bank.

You can cancel any reservation before the actual electronic tickets are issued free of charge. You are also eligible for a full refund in this case. Please contact us so we can assist you with this.

Yes. We accept credit and debit cards regardless of the currency. You will be charged in the currency you see at checkout.

All credit/debit card fees are included in the price. You will not be charged extra for that.

However, there might be extra charges if your card is in your local currency (for example, if you card's currency is Swedish krona and you pay in US Dollars on our website).

We use common industry standards to protect your information and process payments. All card payments are protected with 3D secure (if your bank supports it) and 1B.flight's payment processing system will redirect you to a secure payment page as an additional verification step to protect cardholders from fraud.

The following is included in ticket prices you see on our website:

  • The flight/ticket itself.
  • All taxes and costs (like airport taxes etc).
  • 1 item of checked baggage per passenger.
  • Cancellation protection (up to 5 days before the departure date).

Optional extras (like insurance or special baggage equipment) are not included in the price.

There are numerous of reasons why the payment might be declined. For security reasons, we usually won't disclose why the card has been declined, but here are the most common ones:

  • Incorrect credit card number, card's holder name, expiry date and/or CVV code.
  • Incorrect billing address (or not exactly the same as registered with your bank).
  • The transaction has been flagged by our payment processor for security reasons.

To complete your reservation, you have always try again or pay with an alternative payment method (like bank transfer).

We'd also advise you to contact your bank to ensure that nothing blocks from taking the payment from the bank's end.

If you have any questions, you can always contact us and we will be happy to help.

Unfortunately, we don't accept PayPal as a payment method. We don't plan to support this payment platform either.

We are sorry for the inconvenience!

We accept the following credit card types:

  • Visa (credit and debit cards)
  • MasterCard (credit and debit cards)
  • American Express

We also accept bank transfers internationally as an alternative payment method.

Please note that we don't accept PayPal or Maestro cards at the moment.

Incidents

When something goes or seems to go wrong

3 answers

Yes. All cancellations related to coronavirus can be cancelled free of charge. If your flight was cancelled because of temporary government regulations, you don't need to do anything as your reservation will be automatically cancelled and the refund issued.

If you wish to cancel your flight because of the coronavirus, you can also do it free of charge. Please contact us and we'll assist you with this.

There are a variety of reasons why your airline might reschedule a flight – from dodging storms to finding a replacement for a sick pilot.

Whatever the why, rest assured you won’t have to pay a change fee or fare difference when this happens.

Low-cost airlines

  • If you booked with a low-cost airline, like Frontier or Spirit, you’ll need to contact the airline about anything schedule-change related.
  • If only one of your flights is with a low-cost airline, contact that airline to make any changes you need. Then, if you want to make any changes to the rest of your trip, you can get in touch with us.

Full-service airlines

We’ll work with your airline to find you a flight comparable to your original one. After we find you a new flight, we’ll get in touch with details via email. If it’s urgent (say your flight is today), we might also give you a call on the number associated with the reservation.

  • When you get an email notification from us, be sure to read the details carefully and follow any directions – which might include contacting us to confirm your flight changes.
  • After we confirm the flight changes with you (if needed) and the airline approves them, we call it all final. And we’ll send you a new confirmation email with your revised itinerary.

Roundtrip flights with 2 one-way fares

  • First, review all your flight details. Sometimes when you have a roundtrip flight with 2 one-way fares, one flight will be changed and the other will stay the same. So double check!
  • If you make any changes to a flight that wasn’t impacted by the airline schedule change, you might have to pay an airline change fee – plus any fare difference – to do that.

If you made upgrades or additions to your original flight

  • Contact your airline to make sure any upgrades or other services you added on (like a hot meal or a wheelchair onboard) carry over to your new flight.
  • Keep in mind, after the airline schedule change is finalized, any additional updates you make are subject to the rules and restrictions of your original ticket.

The rights of air passengers and the obligations of airlines are stipulated in EU regulation 261/2004. The European Parliament and the European Council have defined cases in which airlines are obliged to pay compensation or provide services to passengers.

For which flights does EU 261/2004 apply?

European passenger rights are applicable to all flights that begin inside the EU, as well as flights than land in the EU provided the operating airline is a EU-based carrier. The regulation applies to scheduled, charter and low-cost flights. EU 261/2004 is also subject to restrictions in Iceland, Norway and Switzerland.

EU 261/2004 applies:

  • If your flight started in the EU or your flight landed in the EU and the operating airline is EU-based
  • Regardless of whether your flight was a scheduled, charter or low-cost flight or part of a package holiday deal

EU 261/2004 does not apply:

  • If you were late to check-in, as this is your responsibility and not the airlines. So make sure you do so at least 45 minutes before your departure
  • If you are using a tariff which is not available to the public directly

What are the exceptions to the regulation?

Passengers are entitled to compensation whenever time irregularities are caused by circumstances that are the responsibility of the airline. If, on the other hand, there are so-called “extraordinary circumstances” outside of the airline’s control, the obligations of the airline are restricted. Such circumstances include extreme weather conditions, ash clouds and strikes.

The definition of exceptional circumstances in EU Regulation 261/2004 is, however, generalized, and leaves room for interpretation. For example, in a landmark judgement in 2015, The European Court of Justice determined that avoidable technical problems cannot be defined as extraordinary circumstances (AZ C-257/14). What is ultimately considered an extraordinary circumstance is dependent on the jurisprudence of the respective country.

Airlines always refer to such circumstances in order to shirk responsibility and avoid paying compensation, even if this is not permissible. It is often difficult for passengers affected to prove the opposite. Refund.me represents you against the airline and fights for your passenger rights, often taking airlines to court if necessary. Find out more about extraordinary circumstances and the current case law.

Examples of extraordinary circumstances

  • Severe weather
  • Strikes
  • Radar failure

Replacement services

This is either a full refund of the ticket price or replacement transport to your final destination. This applies specifically to passengers who have been denied boarding or whose flight has been cancelled. However, if a flight is delayed for over 5 hours, passengers can also choose to abandon the travel completely and claim compensation.

Utilities (care services)

If you have to wait for a delayed flight, the airline is obliged to provide you with what is necessary. This includes drinks and snacks as well as an overnight stay in a hotel if necessary, including airport transfers.

Compensation payments

In the case of denied boarding, a delay of over 3 hours or a cancelled flight, you may be entitled to a compensation payment of up to 600 euros. The amount of compensation depends on the flight distance and the duration of the delay.

Not infrequently, substitute payments and compensation payments are applicable at the same time. For example, if there is a missed connection as a result of a long delay, compensation must be paid in addition to organised replacement transport.

What are the cases covered by EU Passenger Rights Regulation?

In principle, there are 3 different cases covered by the Passenger Rights Regulation:

  • Flight delays.
  • Flight cancellations.
  • Overbookings.

Although the EU Passenger Rights Regulation differentiates these three cases, certain provisions apply regardless of whether your journey is affected by a flight delay, a flight cancellation or an overbooking.

Services

When are there benefits?

Utilities (also called care services) are always due when passengers are forced to wait an unreasonable amount of time. Even in the case of extraordinary circumstances, airlines must provide you with appropriate services. An “inappropriate delay” is defined in the following table:

Inside the EU

Flight distances up to 1500km: A delay of over 2 hours
Flight distances over 1500km: A delay of over 3 hours

Outside the EU

Flight distances up to 1500km: A delay of over 2 hours
Flight distances between 1500km-3500km: A delay of over 3 hours
Flight distances over 3500km: A delay of over 4 hours

What are the care services?

  • Food and drink. Passengers are entitled to food and drink in proportion to the waiting period.
  • Telephone and Internet. You are entitled to up to two phone calls, e-mails or faxes at the expense of the airline.
  • Accommodation and transport. If the waiting time requires an overnight stay, the airline must pay for your hotel. It must also pay for the transfers to and from the airport.

Your passenger rights in the case of a flight delay

Care services for flight delays

For flight delays, the same universal conditions apply for care services as for flight cancellations and overbookings. See section on care services for more information.

Compensation for flight delays

EU Regulation 261/2004 did not initially stipulate compensation for flight delays. However, according to a landmark judge of the EUGH in 2009, it is now clear that passengers are entitled to compensation even in the case of flight delays provided they reach their destination with a delay of more than three hours. Therefore, it is the arrival delay that determines the eligibility for compensation and not the departure delay. The compensation amount is calculated according to the length of the journey and the delay time:

Flight distance up to 1500km

0-3 hour delay: 0 euros

3+ hour delays: 250 euros

Flight distance between 1500km and 3500km

0-3 hour delay: 0 euros

3+ hour delay: 400 euros

Flight distance more than 3500km (within the EU)

0-3 hour delay: 0 euros

3+ hour delay: 400 euros

Flight distances more than 3500km (outside the EU)

0-3 hour delay: 0 euros

3-4 hour delay: 300 euros

4+ hour delay: 600 euros

A prerequisite for a compensation claim is that you arrived at the departure gate on time. The minimum time is generally stated by the airline. However, if this is not mentioned anywhere, make sure you arrive at least 45 minutes before the scheduled departure time to be safe.

Replacements for flight delays

If a flight delay exceeds five hours, passengers can choose to abandon their travel. The airline is then obliged to refund the entire ticket price. Payment must be made within seven days of the date of departure. The entitlement to compensation is not affected by this refund and therefore is still applicable. You should receive a refund of the ticket price as well as a compensation payment from the airline.

Your rights in the event of a flight cancellation

Care services in the case of a flight failure

In the case of a flight cancellation, passengers have the same entitlements to benefits as in a flight delay, provided they have to wait for substitute transport at the airport. This means that you can already claim after a waiting period of at least 2 hours. Read about your claims for benefits here.

Replacements in the event of a flight cancellation

If you flight is cancelled, you can choose between a full refund of the ticket price or substitute transport organised by the airline. Your right to compensation is not affected by this decision. The airline is obliged to either refund you the full cost of the flight, possibly in conjunction with a return flight to the first place of departure, or to get you to your destination as soon as possible. Your right to a replacement journey is always due regardless of whether the cancellation was caused by extraordinary circumstances.

A replacement/substitute journey does not necessarily have to be a flight. If practical, it may also be provided as a bus, train or even a rental car. You may also choose to book a flight to / from a nearby airport to your original destination. If this is done, the airline must also pay the costs of transport to the originally planned airport.

Alternatively, you have the right to abandon travel. In this case, you will be reimbursed the cost of the ticket price. In either case, you may also be entitled to cash compensation under EU 261/2004.

Compensation for a flight cancellation

Whether you are entitled to compensation in the event of a flight cancellation in addition to replacement services depends on when you were informed of the flight schedule change and under what conditions a possible replacement was offered.

Under these conditions, the compensation payment is not required

The compensation payment is generally waived if you have been informed of the cancelation more than 14 days before the scheduled departure.

The compensation payment is also omitted if:

  • You were informed of the cancellation 7 to 14 days before the planned departure and your substitute flight does not start more than 2 hours later and will not land more than 4 hours later than the original planned flight
  • You were informed of the failure less than 7 days before the planned departure and your substitute flight does not start more than 1 hour later and will not land more than 2 hours later than the original planned flight

Amount of compensation in the event of a flight cancellation

If none of the aforementioned exclusion criteria apply, the compensation is decided based on the flight distance. The compensation payment may be reduced by the airline by up to 50% if it offers a different transport to the destination airport. In this case, the arrival time of the alternative transport must be in a reasonable time relationship with the original scheduled route.

Flight distance up to 1500km

Alternative flight with max. 2 hour delay: 125 euros

Otherwise: 250 euros

Flight distance between 1500km and 3500km

Alternative flight with max 3 hour delay: 200 euros

Otherwise: 400 euros

Flight distance more than 3500km within the EU

Alternative flight with max 4 hour delay: 200 euros

Otherwise: 400 euros

Flight distance more than 3500km outside the EU

Alternative flight with max 4 hour delay: 300 euros

Otherwise: 600 euros

Your passenger rights in case of denied boarding

Passengers denied boarding by an airline is usually the result of overbooking. This practice is common with many airlines, especially low-cost carriers. They often sell more tickets than seats that are on the aircraft, assuming there will be passenger no-shows.

Care services

If you are overbooked, the airline will likely offer to put you on the next available flight that may be at a later date. In this case, the airline is obliged to provide you with all necessary care services for your wait.

Replacements for denied boarding

Should you be affected by being denied boarding against your will you have the right to cancel your flight with a full refund of the ticket price or to insist on alternative travel arrangements, according to the Passenger Rights Regulation. Further claims to cash compensation under EU 261/2004 are not affected by this decision.

Replacement transport must be carried out as promptly as possible. Airlines are required to transport you to your original destination as early as possible. The conditions of transport must be comparable but not necessarily within the same means of transport. For example, the airline can offer you a train ticket if appropriate.

Compensation for denied boarding

If boarding is refused due to overbooking, you will be compensated again depending on the flight distance. The compensation may be reduced by the airline by up to 50% if it offers alternative transport options to your final destination airport. However, the arrival time of the alternative transport must be within the time of the originally scheduled arrival time. The compensation payment for cases of denied boarding is as follows:

Flight distance up to 1500km

Alternative flight with max. 2 hour delay: 125 euros

Otherwise: 250 euros

Flight distance between 1500km and 3500km

Alternative flight with max 3 hour delay: 200 euros Otherwise: 400 euros

Flight distance more than 3500km within the EU

Alternative flight with max 4 hour delay: 200 euros

Otherwise: 400 euros

Flight distance more than 3500km outside the EU

Alternative flight with max 4 hour delay: 300 euros

Otherwise: 600 euros

A prerequisite for a compensation claim is that you arrived at the departure gate on time. The minimum time is generally stated by the airline. However, if this is not mentioned anywhere, make sure you arrive at least 45 minutes before the scheduled departure time to be safe. Your right is also restricted if there are reasonable reasons for your denial of boarding. These include inadequate travel documents and visa issues.

Privacy

Privacy-related questions

2 answers

No. Compared to some other agencies (and airlines too!) we show the same prices for all website visitors regardless of the location they browse our website from. However, our website shows prices in different currencies depending on the location of the visitor.

You can find our privacy policy here. Additionally, we don't track our customers, don't show useless ads and popups, and don't store needless cookies.

We don't store the information we don't need, and don't sell customers' information in any way.

Your data is safe with us.

Other

3 answers

Due to various factors (like security checks) tickets might not be issued instantly. If you pay via bank transfer, we can only issue tickets after we receive the payment.

Please contact us if you feel there is an abnormal delay so we can take a look into it.

You should only use latin capital letters (A to Z) and space(s) to enter passenger's information. If your first or last name contains, for example, the letter Ä, you should use A instead.

For last names like O'Brien you should use O BRIEN.

We can help, but there are no guarantees this flight is available. Please contact us for assistance.


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