A held (pre-booked) fare is reserved only until its time limit. An unfinished card payment also has a short window. Knowing both deadlines helps you keep the price you found.
Where to find it
Open the order from My trips (/app/orders). The time limit for a held service is shown on the order page.
How to issue a held booking in time
- Open the order and check the time limit of each held service.
- Get any approval and payment done before that time.
- Issue the booking.
If the time limit has already passed, the order isn't issued. You see a message naming the service and the time its pre-booking expired, saying the booking has to be made again. Make a new booking for that service.
How to finish an online card payment
- If you leave the card payment page (back button, closed tab, failed 3-D Secure), go back to the order and retry the payment.
- You have about 30 minutes to complete it.
- After 30 minutes without payment, the order is cancelled automatically, the reservation is released and you get an email.
- The cancelled order stays in your list for 24 hours so you can see what happened, and is then removed. To travel, start a new search.
Good to know
- If a ticket isn't issued within the time limit, the booking can't be restored at the original price. The fare may be recalculated at the airline's current price.
- Services without a published time limit, and services already issued or cancelled, aren't affected by the expiry check.
- The 30-minute rule applies to checkouts started with online card payment in the basket. Payment links sent by your manager, invoices, bank transfers and balance payments follow their own terms.
- Hotel not confirmed yet? When a hotel isn't confirmed and the time limit is close, we can offer two options:
- Split the booking: with your approval, we split it into hotel, flights and ground services and open payment for the flight. Once paid, the ticket is issued and we keep waiting for the hotel. If the hotel declines, we offer a similar option at the current rate. The issued tickets stay valid if you don't accept an alternative hotel. Cancelling issued tickets later costs what the airline's rules say.
- Rebook at the new price: when the time limit expires, we rebook the tickets at the current price, which may be the same or different, and keep waiting for the hotel.
- To avoid surprises, watch the deadlines, respond quickly to payment and approval requests, and contact your account manager as soon as you expect a delay.
FAQ
Why can't I issue my held booking? The airline's hold time limit has passed and the reservation no longer exists. Make a new booking.
Where do I see the time limit? On the order page, next to the held service.
One service in my order expired. Can I issue the others? The message names the expired service. Remove or rebook it, or contact your travel manager or support.
My card payment failed. Is my booking kept? For about 30 minutes you can retry the payment. After that, the unpaid order is cancelled and the hold is released.
Where did my cancelled order go? Unpaid online orders are removed from the list 24 hours after cancellation. Start a new search to book again.
Which language are my booking emails in? Confirmation and ticket emails for train, bus and transfer bookings are written in the language set in the recipient's profile.
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