Help Center
Find answers or reach out to us. We'll guide you to the right solution.
Important Notice: ticket.mx is a flight search engine — we help you find travel options. Your booking is made directly with the airline or agency shown on your receipt. They're the ones who can make changes and process refunds.
Who can help you depends on how you made your booking:
✈️ Direct Booking with Airline
The airline handles everything: modifications, refunds, check-in, baggage, and any issues at the airport. Use their website, app, or contact their customer service.
🏢 Booking Through Travel Agency
Contact the agency for refunds and cancellations. For other changes (name, baggage, seats), try both options — some airlines allow direct management, others require going through the agency.
⚠️ Combined Flights / Separate Tickets
If your trip includes multiple airlines or independent bookings, each flight stands alone. If you miss a connection, the next airline is NOT obligated to help you. Leave extra time between flights and consider travel insurance.
Head to the airline counter or open their app — they can help you immediately.
Ask: "What are my options?" They must offer you rebooking or a refund.
For extended delays, request meal vouchers, hotel, and transportation.
Keep all receipts, boarding passes, and photos of notices.
💡 Stay calm but be persistent. If they say no, ask to speak with a supervisor.
Delayed 2+ Hours
Check the app for updates. Ask about compensation and meals. Screenshot everything.
Cancelled
You're entitled to a full refund OR rebooking — your choice. Don't accept vouchers if you prefer cash.
Missed Connection
Same ticket = airline must rebook you for free. Separate tickets/combined flights = no protection, contact both airlines.
Denied Boarding/Oversale
Get written confirmation. You may be entitled to compensation — rules vary by country and airline.
💡 Document times, flight numbers, and what airline staff told you.
Bag Didn't Arrive
File PIR at baggage claim BEFORE leaving the airport. Keep your baggage tag.
Need Basic Items
Ask about their interim expense policy. Save all receipts.
Damaged
Report immediately, take photos. Airlines have 7-day deadlines for claims.
Tracking
Use the airline's portal or WorldTracer. Bag not found after 21 days = full compensation.
💡 List everything in your bag with values — you'll need this for claims.
Airline Cancelled
You're entitled to a full refund — not vouchers, cash. Timeline varies by region.
You Want to Cancel
Check your fare rules. Flexible = refund. Economy = usually credit only.
Double Charge
Wait 3-5 days (could be pre-authorization). If not, contact bank + seller.
Got Voucher, Want Cash
If the airline cancelled, you can still demand a refund. Check voucher terms.
💡 Refunds come from your booking holder (airline/agency on receipt), not from us.
Name Error
Check the airline's website first (many allow self-service changes). Otherwise contact the booking holder.
Different Person
Generally not allowed, or costs nearly the same as a new ticket.
Add Bags/Seats
Use the airline's "Manage Booking" with your PNR. Cheaper than at the airport.
Change Dates
Check fare rules. Sometimes it's cheaper to book new than pay change fees.
💡 The airline's website is usually cheaper than calling for extras.
📧 Check Your Confirmation Email
After booking, you'll receive an email from the airline or travel agency with your booking reference. Keep this email — you'll need it to check in on the airline's website and to make any changes to your booking.
Frequently Asked Questions
We're a flight search engine — like Google for air travel. We compare prices across airlines and agencies, then send you to their site to book. Your ticket and money go to them, not us. Think of us as the map, not the destination.
Check your confirmation email — the company name at the top is your "booking holder." They have your money and can make changes. If you're not sure, check your bank statement to see who charged you.
We never had your booking. When you clicked to buy, you left our site and booked with another company. We can't access their systems, but we CAN help you identify who to contact and what to say.
Check spam. Search for the airline name or "booking confirmation." Check all your email addresses. Your bank statement shows who charged you — they have your booking.
Document everything. Escalate to a supervisor. File a written complaint with the airline. Many countries have aviation authorities where you can complain. Credit card chargeback is a last resort if they don't comply.
Use the operating airline's app (whoever flies the plane). You need your PNR (6 characters) and last name. Opens 24-48h before the flight. If you're checking bags, you still need to go to the counter.