FAQ

Frequently asked questions

Answers that match how the platform behaves today — booking, payment, documents, cancellations and agency accounts.

Booking

Do I need an account to book?: Yes. Bookings are attached to an account so you can retrieve your voucher, invoice and cancellation options later, and so our support team can verify who is asking about a booking.
Why do prices appear a moment after the hotel list?: Search runs in two stages: the property list is served instantly from our catalogue, then live rates and cancellation terms arrive per property as each supplier answers. A card without a price is still loading, not sold out.
Can I search for one specific hotel by name?: Yes. Start typing the property name in the destination field and select it from the suggestions — that runs a direct lookup for that property rather than a city-wide search.
The price changed between the search results and checkout. Why?: We re-quote the rate with the supplier when you select it. Live inventory moves, and we would rather show you the corrected price before payment than surprise you after. If the terms changed too, those are shown again before you confirm.
How do I book more than one room?: Set the number of rooms and the guests per room in the guests selector before searching. Results are priced for that exact room mix as a total, and you enter guest details for each room at checkout.
What is the basket for?: It holds several selected rates so you can keep searching and pay once. Each item is confirmed as its own booking with its own voucher. A basket item is a held selection rather than a reservation, so availability can still move until it is confirmed.
Do you sell flights and packages too?: Yes — flights from our airline and consolidator partners, and packages that combine a flight with accommodation into one priced itinerary and one booking record.

Payment

Which payment methods can I use?: Travellers pay by card through our payment provider. Travel agencies can additionally pay from their Airplaner wallet balance or against an approved credit facility. Some rates are collected by the property instead — those are labelled pay-at-property.
Do you store my card details?: No. Card data is handled by our payment provider inside their secure form. We keep only the reference needed to reconcile the payment and to issue a refund against it later.
What does 'pay at property' mean?: The accommodation cost is settled directly with the hotel at check-in or check-out rather than charged by Airplaner. The reservation is still confirmed; only the money is collected on site.
Why does my voucher say NOT PAID?: Because that booking is settled with the property, not through Airplaner. It is a note to reception that they collect payment — it does not mean anything is wrong with your reservation.
Are taxes and resort fees included?: Taxes and fees that the supplier includes are in the price shown. City or tourist taxes and resort fees that the property collects locally are payable on site and are called out in the rate details when they apply.
What does a booking in 'processing' mean?: Your booking exists and its details are saved, but the supplier has not returned a final confirmation yet. If a supplier-side issue occurs, we keep the record and our team finalises it rather than dropping your booking. The status updates to Confirmed, Cancelled or Failed once resolved.

Currency & language

Which currency am I charged in?: The currency shown on the payment step is the currency you are charged in. You can switch display currency from the header; if your card is in a different currency, your bank applies its own conversion.
Are exchange rates live?: Rates used for display conversion are refreshed regularly from our rate source. The authoritative amount is always the one shown at payment.
What languages does Airplaner support?: The platform runs in many languages, including right-to-left layouts for Arabic, Hebrew and Urdu. Choose your language from the header; the interface and page content follow it.

Account

Why do you send a one-time code instead of using a password?: Sign-in is secured with an email one-time code, which removes the risk of a reused or leaked password. Enter your email, then the code we send. Codes expire after a short period — request a new one if yours lapses.
My code hasn't arrived. What should I do?: Check the spam folder and confirm you used the email registered on the account, then request a new code. If it still doesn't arrive, contact support and we'll check the delivery.
How does a travel agency open an account?: Register with your business details and upload your IATA / ARC number or business licence during sign-up. We review the documents before enabling the agency workspace, so there is a short verification step before your first booking.
What does the agency portal add?: A wallet with balance and ledger, an approved credit facility where granted, agency-level bookings and passengers, invoices and vouchers, and reporting on the agency's activity. Users only see bookings belonging to their own agency.

Cancellations

How do I know whether my rate is refundable?: The rate's own policy is shown on the room card, again at checkout, and permanently on the booking — fully refundable until a deadline, partially refundable, or non-refundable. It is a property of the rate, not of the hotel.
How do I cancel?: Open My Bookings, choose the booking, and use the cancel action. You will see the applicable penalty before confirming; the cancellation is then sent to the supplier automatically.
How long does a refund take?: Wallet refunds are credited to the agency wallet immediately. Card refunds are issued when the cancellation is confirmed; how quickly they appear on your statement is set by your bank, commonly a few business days.
My booking says 'cancellation in process'. Is it cancelled?: Your request has been accepted and sent to the supplier; we are waiting on their confirmation. Don't resubmit — the status and the refund complete automatically once they respond.
Can I change dates or guest names instead of cancelling?: Guest details can usually be corrected before travel. Date changes depend on the supplier and rate: where possible they are re-quoted at live prices with any difference payable, and where not, cancelling under the rate's policy and rebooking is the route. Contact support and we'll tell you which applies.

Support

How do I reach a human?: Call +1 833 651 0759 or email ask@airplaner.com. Our office line is +1 646 529 1359. Have your booking reference to hand — it's on your voucher, invoice and booking page.

Still stuck? See the help center, the cancellations guide, or email ask@airplaner.com.