FAQs


Check the below frequently asked question (FAQs), that will help you to get the maximum of our website and will help you find the appropriate answers for your questions.


Registration
  • By accessing and using this website, you agree to accept, without modification, limitation or qualification, the terms and conditions contained herein (the "Agreement"). You represent and warrant that you possess the legal right and ability to enter into this Agreement and to use the website in accordance with all terms and conditions herein.
  • That means you already registered on Jawla Tours website, may be when you did the first booking, or you have an old account with same data and e-mail but your account is deactivated.
  • If you failed to register online, please contact our support team and they will register you and send you an e-mail with your account information and your access credentials.
  • Sure, you can! but it will be easier for us to help you in case you have any special requests in case you are registered customer, besides, our happy customers receive special prices, secret offers and packages. In addition – and very important – your registration will allow you to be a member of our reward program.


“My Bookings” area
  • To change your password please follow the steps below, your new password will be sent to your e-mail address that you entered when you first created your membership account.
    • Log into my account on our website.

    • You will find on the left side of the page "Change Password"

    • Carry out the recommended steps then click "submit"

    • The new password will be sent to your registered e-mail address immediately.
  • On the area “My Account” press “Log-in” and enter your access credentials, you will get all your booking History, and you can take actions on existing bookings for modification or cancelation.
  • Send an e-mail to [email protected], asking to close your account on Jawla Tours, and we will send you an e-mail confirming your account closure.
  • In “My Bookings” area; when you view your booking, you can view and re-print your e-ticket, service voucher and booking invoice.
  • Passport: Your passport must be valid for at least 6 months from the outbound date of travel. All travelers must have individual passports including children and infants.
  • Visa: You must be in possession of a valid visa for countries that do not facilitate visa on arrival. You may require travel insurance and a pre-determined amount of foreign currency to qualify for a visa to certain countries. Check with the consulate of the country you're visiting to ensure what your visa requirements will be.
  • Transit Visa: Some countries require you to have a valid transit visa even if you’re not stopping in route. Entry and transit requirements are subject to change and you are advised to check the requirements prior to travel.
  • Foreign currency: Check the foreign currency requirements for the country you’re visiting. Sometimes there is a minimum amount of local currency is required and, in most cases, one of a family should be in possession of a credit card that can be used internationally.
  • Vaccination: The yellow fever vaccination is the only compulsory vaccination required when visiting countries in South America and Africa. This vaccination needs to be taken 10 days prior to entry in any of yellow fever affected areas. On return to your home country, you may be asked to produce your yellow fever vaccination certification. If you don’t have one, you’ll be kept in quarantine for several days.
Flight general Information
  • An e-ticket is an electronic ticket that contains all the information shown on a paper ticket (or itinerary) but is stored as an electronic record in the airline's computer system. When the e-ticket has been issued, the passenger needs to print out their ticket/itinerary with the booking reference shown. At the departure airport, the passenger goes straight to the airline check-in desk.
  • Many people think non-stop and direct flights are interchangeable terms, but there is difference. A nonstop flight does as its name suggests: flies from one airport to another without stopping. A direct flight, on the other hand, makes a ‘technical’ stop along the way at a mid-point airport. Passengers are not allowed to disembark from the flight during these stops, which normally lasts for 45min to 1 hour. An itinerary with connecting flights requires passengers to change planes at a mid-point airport, which may be in a different terminal or on a different airline.
  • Please refer to this list of airlines and their contact details here … (a hyperlink for airlines page).
  • Baggage policies vary between airlines. Please check your itinerary when booking your ticket where the allowances will be clearly mentioned. We may also offer the option of purchasing additional baggage allowance for your trip. You can find information about baggage allowances, prohibited items, and sports equipment on the respective airlines' website. Please see the below link to your airlines' baggage policy. For a comprehensive list of permitted and prohibited items in carry-on and checked baggage, please read the Transportation Security Administration's (TSA) Prohibited Items. You can often save money by checking in and paying baggage fees on your airline's website before your flight. click here.
  • Children under the age of 2 will not get their own seat. They will have to sit on an adult's lap. Most airlines offer baby baskets to be requested on long haul flights. To make this request, please contact us. A service fee may apply to process this request.
  • If you are travelling with your pet, contact the airline directly to make a booking for them. Your airline might require extra charge for your pet and request the following:
    • Collar with ID and license number.

    • Recent certificate of good health (no older than 30 days) from your veterinarian.

    • Rabies vaccination certificate (if travelling internationally).
  • Also, please note:
    • Airlines limit the number and size of pets allowed to travel in the cabin. You can usually carry-on small pets, provided their carrier fits under the seat in front of you.

    • Airlines restrict the number of animals travelling in cargo, depending on the aircraft and the weather.


Booking a flight seat
  • Follow these steps to make a booking:
    • Select where you are flying from and where you are flying to.

    • Select your departure date.

    • Select whether you want a return trip or one way (it defaults to return).

    • Select your return date.

    • Select how many passengers are travelling (it defaults to 1 adult).

    • You can choose to specify a particular airline if you prefer (this is optional).

    • Click the 'search' button and you're off!

    • You will be taken to a page of results (the cheapest fares from each of the airlines that fly to your destination).

    • Click 'select' for the flight that best suits you.

    • You will then be taken to a screen where you will see your flight details. When you are ready to pay, click on 'Continue to traveler information' and fill in all the passenger’s details, then click on 'Continue to payment'.

    • Finally, you will be taken to a booking page where you can review your choices and enter your credit card details. Click the 'Pay Now' button when you're ready to pay. This may sound like a lot, but it's much simpler when you actually try it out!
  • Your booking can only be confirmed once your payment has been processed. We will send you a 'booking confirmation' e-mail. This contains:
    • Your booking reference number.

    • Your flight details.

    • Your e-ticket.

    • Your invoice.
  • Please be informed that we reserve the right to cancel the booking and refund the amount paid, and we reserve the right to adjust prices and taxes before the ticket has been issued if this is considered necessary.
  • In the unlikely event that a booking has failed, please contact our support team they will assist you in confirming the booking offline. Please avoid making more booking attempts, as you may end up being charged twice. These are rare instances that happen when there is a huge demand for a particular seat and the time taken by the gateway exceeds the regular period. In such scenario, the seat may have been booked by another passenger resulting in your failed booking.
  • The Minimum Connecting Time (MCT) is the standard amount of time needed to make a connecting flight at a particular airport. This standard is determined by the air traffic controller and varies according to the airport and the airline. The connection times we offer on our website are set according to these standards. In the event that you miss your connecting flight due to an earlier flight delay, it is the airline’s responsibility to re-route you onto the next available flight. Should there not be other flights available that day, the airline should offer you accommodation. This is only valid if your journey and all transits were booked on one ticket.
  • Yes, you can book tickets between any two cities across the globe.
  • The maximum seats you can book in one time on a flight is 9 seats, but you can make two separate reservations on the website. Please bear in mind that we cannot guarantee that there will still be seats available when you make the second reservation as you might have grabbed the last seats with your first booking. If you need any further assistance please call our customer support team.
  • Regularly the round-trip air ticket is better and cheaper, but when the cost is lower, we may offer a round-trip flight that consist of two separate one-way tickets and fares. Each flight will be subjected to its own rules and restrictions. At the time of booking, you will be notified that your itinerary consists of two separate one-way tickets and fares. After booking, your confirmation e-mail will display one booking number and two airline locators. Each airline will have a different baggage policy. Please check each airline's policy to determine how many bags you can check-in and the fees associated with extra baggage. If one of your flights is affected by a change made by the airline (cancellation or schedule change) and you do not want the alternative flights offered by the airline, then flight change fees may apply for this fly leg. If you would like to make a change to your ticket, you'll need to make changes separately and a change fee may apply to each ticket. Please contact Jawla Tours for assistance with any changes. Rules and restrictions may be different for each ticket. Apart from the cancellation charges levied by the airline, Jawla Tours charges a service fees per Trip ID.
  • Since we use the same reservation system used by airlines and travel agencies around the world, the system permits reservations for travel within 330 days. This means we are unable to display availability for reservations further in advance than this. To reserve a flight on, please wait until your travel falls within this range.
  • Since we use a real-time reservation database, availability can change between the time an itinerary is created and when a ticket is reserved or purchased. Tickets are constantly being sold around the world so a flight can be fully sold out minutes after your search.
  • Airline regulations prohibit us from holding reservations. You need to purchase the ticket(s) immediately as airfares are not guaranteed until being ticketed.
  • Unfortunately, we can't help you redeem your air miles (for example if you would like to book your flight using your accumulated credit). This must be done directly through the airline. You will also need to contact the airline directly if you want information about the status of your frequent flyer account. What we can do is make sure that your frequent flyer air miles are credited to your account when you book with us; to do so, please contact our support team. A service fee may apply to process this request.
  • Copy the discount voucher code and paste it in the field 'Discount Voucher' on the booking page of any chosen service. Click on 'Apply ‘button and the discount will be applied to your price. Once the voucher has been successfully applied, you can click on 'continue to traveller information' to complete your booking


Flight Check-in
  • Usually, the airline counter at the airport is closed 1-hour prior flight time; the required duration to present at airport for check-in varies by airline, departure airport and destination. However, the following are general guidelines if you're checking-in baggage:
    • International Flights: check-in at least 4 hours before departure.

    • European Flights: check-in at least 3 hours before departure.

    • Domestic Flights (i.e. flights within the same country): check-in at least 2 hours before departure.
  • We recommend that you check-in online where applicable to save yourself time. You should aim to be in the departure hall in good time for boarding which usually begins 60 minutes prior to departure. Make sure you give yourself plenty of time to complete all check-in formalities and security screening. Remember that airport security is extremely thorough and this can cause delays in reaching your desired boarding gate. Some airports are large enough where it takes anywhere between 20 - 30 minutes to reach the boarding gate.
  • This is much better, Online check-in allows you to save time at the airport by checking in via the airline's website. Please note that online check-in is not supported by all airlines.
  • Unfortunately, if you missed your flight there is no refund and you will have to book a new flight. However, some airlines may permit you to pay the difference and be on standby for the next available flight (with an applicable penalty fee). We suggest you contact us as soon as you see a possibility of a delay on your way to the airport to assist you with changes to your booking (a missed flight penalty fee may be applicable).


Flight amendment and cancelation
  • Occasionally, airlines can make changes to their flight schedules to accommodate changes in equipment, routing, or capacity. Airlines may also make changes due to adverse weather, mechanical or crew issues. We will notify you by email if your reservation is impacted by a planned airline schedule change. However, sometimes we do not receive advance notice, so we always encourage you to check your flight status 24 hours before departure. The airline will always offer a replacement flight in case of a schedule change, but alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased. We will always work with the airline to find you an alternative flight as close to your original schedule as possible or a refund as per your convenience.
  • Most airlines allow for minor corrections to misspelt names (e.g. Mohammed/Mohamad, Ali/Aly), but do not allow name changes to the travelers originally booked. If there is a spelling mistake, we can ask the airline for a name correction. The final approval comes from the airline. Kindly make sure you always enter the correct name as mentioned on your passport in order to avoid any inconvenience
  • It is not a requirement to add middle names when making a booking; most airlines will keep note of your middle names in their system but it will not appear on your ticket. For example, Mr Ahmed Ali Jaber will appear as Jabbar/AhmedMr on your ticket.
  • Unfortunately, we cannot change your booking to another airline due to airline restrictions. However, you can cancel and rebook with your preferred airline. Normal airline cancellation penalties of the original ticket will be applicable.
  • Airlines do not allow you to transfer your airline tickets to another traveler, you must cancel your original reservation and book a new ticket following the airlines rules and regulations.
  • You can change/cancel your previous booking at any time; however, the change of date or cancellation depends completely upon the terms and conditions of the service provider you have chosen, the fare and availability of your amended booking.
    • Log into www.jawlatours.com

    • Go to “My Account” and choose the itinerary that need to be modified or cancelled then press cancel button.

    • Write down the needed modification required or the reason for cancellation.

    • Submit your request.

    • Our customer service team will review the terms and conditions that apply to your request and inform you about the modification/cancellation policy.

    • There is a possibility that additional service fee may be charged for cancellation/change of date depending upon the terms and conditions of the service provider. You can also change/cancel your reservation by calling Jawla Tours support team.
  • Once you have cancelled your reservation, you should receive an email or SMS on your registered number confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don't receive an email or SMS please contact Jawla Tours support team.
  • The ability to change or cancel your airline ticket depends on the type of ticket you purchased. Rebooked flights must be for the same traveler and on the same airline as the original booking. However, any changes or cancelation will cause a charge and it can reach 100% if the ticket is non-refundable.


Schedule Changes
  • Occasionally, airlines can make changes to their flight schedules to accommodate changes in equipment, routing, or capacity. Airlines may also make changes due to adverse weather, mechanical or crew issues. We will notify you by email if your reservation is impacted by a planned airline schedule change. However, sometimes we do not receive advance notice, so we always encourage you to check your flight status 24 hours before departure. The airline will always offer a replacement flight in case of a schedule change, but alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased. We will always work with the airline to find you an alternative flight as close to your original schedule as possible or a refund as per your convenience.
  • If the airline makes a decision to reschedule or cancel a specific flight or route and you are not comfortable with the new flight provided by the airlines, we shall speak with the airlines to claim a refund on your existing ticket. The refund shall be processed to the same channel that was used to book. This refund will be subject to the airlines' approval.
Search for a Hotel and room
  • When search for a hotel, make sure to enter an accurate data in required fields, (The destination, check-in / check-out dates, type of rooms, number of rooms, how many adults and how many children). At the results page, you can filter Hotels (by star rating, by location, by price range, by Hotel facilities)
  • In the results page, you will find filters by facilities at Hotel such as (Car parking, lifts, restaurant, swimming pool, …etc.; also, you can filter results by facilities in the rooms such as meal basis, smoking room, coffee/tea facilities, private bath & shower…etc., and accordingly you can chose the correct hotel and room suitable to your needs; also please note that Hotel & Room facilities may not be updated, so we recommend you to go to Hotel website to get the updated Hotel & Rooms information.
  • Yes, these filters are available in the Hotel facilities and room facilities, the results will filter accommodations that meet your needs. You can always contact our support team to help you in this search and send a special notification to hotel when you want to book.
  • The number of bedrooms should be clearly stated in the room description to clarify if this apartment is 1 bedroom, 2 bedrooms…etc. and how many guests can be accommodated in this apartment; some apartments which signed for 4 guests accommodation have 1 bedroom and 1 sofa bed in the living room, so If you have already made your reservation you can contact the hotel directly with the contact details provided in your confirmation email or voucher.
  • A double room has one double bed and a twin room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. Please be advised that bedding preference is always subject to availability at the hotel.
  • Each room has a different cancelation policy set by the provider; a non-refundable policy means that a full room price will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your booking confirmation e-mail and voucher. Free cancellation means you can change or cancel your booking free of charges if done within a certain time period set by the provider. This is mentioned in the room conditions and in your confirmation.
  • You can see the hotel’s address at the top of the hotel’s page on Jawla Tours website. It is also included in your booking confirmation email and voucher. If you want to get the directions to the Hotel, you may enter the Hotel name or address it into your personal navigation device.


Room Prices
  • All facilities listed under the room type are included in the room price. To see the facilities, click on the room name. You can see if breakfast or taxes and such are included. This information will also be in your confirmation email and voucher.
  • You will see the total inclusive price (All rooms for total stay) prior to confirming your booking. Display settings may vary, but this will at the latest show on the final booking page. This information will also be in your confirmation email.
  • That depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email.
  • In some destinations the government apply a city tax or tourism fees and that should be paid directly to hotel by the guest, and Jawla Tours is not allowed to handle this on behalf of the customer.
  • Usually the price of a child sharing parents in a room does not including an extra bed, but that could be requested from Hotel with extra cost, while the baby cot can be provided for infants under 2 years old free of charge. To add a child extra bed to your reservation, please contact our support team and they will request the hotel and provide you with the price. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
  • Most of Hotels have rooms for single, double and triple occupancy, and some hotels have the ability to accommodate 4 adults in family rooms or suites when its available. If you book a room that cannot accommodate your party, the Hotel may cancel your reservation or require that you book additional rooms.


Booking a Hotel room
  • You can book up to 8 rooms with maximum guests of 15 people, if you book more than 15 guests in same check-in date the hotel may consider this as a group and hotel or provider has the right to cancel the whole booking without prior notice, or can accept the booking and send a new room rate and cancelation policy. So, if you are traveling with more than 15 guests, please send your request to our support team and they will reply you with appropriate group offer.
  • No, bookings are for one-night minimum stays only. If your stay will be less than 1 night or for certain number of hours please send your request to our support team.
  • As soon as you have completed the booking process, you will receive an e-mail with your hotel voucher, this voucher includes all data of your booking and with a unique booking reference.
  • If you didn’t receive a confirmation e-mail from Jawla Tours, first you have to check your inbox and the spam/junk folders carefully. If you still cannot locate your confirmation email, please contact our support team and they will gladly help you out.


Special requirements
  • Special requirements at Hotel means extra options you need and those options can be charged or can be free of charge such as (Connecting rooms, non-smoking rooms, room in high floor…etc.).
  • During the booking process you can enter any special requests into the ‘special requests’ box. We will then forward this request to the accommodation along with your booking details. Please note, the acceptance of this request is at the sole discretion of the accommodation, based on availability.
  • Only the chargeable special requirements are confirmed guaranteed, the free of charge requirements are not guaranteed and it remain subject to Hotel availability upon check-in time.


Cancelation & Changes
  • You can contact our support team and they will be happy to assist you. Please remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation / amendment policy. Room-specific cancellation / amendment information is included in your confirmation e-mail.
  • Access to my bookings, enter the booking reference number and your e-mail, chose carefully the booking you want to cancel and press “Cancel”. Please remember to check the hotel’s cancellation policy before canceling your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room-specific cancellation information is included in your confirmation e-mail.
  • Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email please contact our support team and they will gladly assist you.
  • It is not possible to change the dates for ‘special deals’ and ‘non-refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, a full booking amount will be charged according to the accommodation policy.
Booking a package
  • Chose the package you want, press “Request Booking”, then you have to fill-in the form with accurate data and press “Submit”, you will reserve an automated e-mail that we received your request, the on of our support team will contact you to revise your requirements and to complete the procedures.
  • The set package is set and calculated according to certain inputs to facilitate a good price for the customer benefits, any changes on the package setting will affect the good price.
  • In such a case, please contact our support team and they will customize an appropriate package to meet your needs.


Cancel a booked package
  • In such a case, please contact our support team and they will work in your request to cancel your package booking, and will proceed for the refund if applicable according to the package policy.
  • Each package has it’s own cancelation / amendment policy according to the components, the travel dates and the destination, that policy is already displayed on package page and will be shown also on your confirmation e-mail when you book.
Payment & Fees
  • It's the new payment service on Jawla Tours website that makes it easy and instant to pay your purchased services.
  • All that you need is to have a valid credit card (Visa or MasterCard)
  • Your payment is processed directly through our bank partner site which uses state-of-the-art secure server technology.
  • We do not store your credit card information in our database and we will never ask for your credit card secure information through phone or e-mail.
  • Your personal data are encrypted and secure.
  • Yes, you can but only if you have permission from the card holder. The accommodation may require authorization from the card holder. Please also note that in the case of a 'no-show' or late cancellation, any penalties will be charged to the card provided.
  • Card number / expiration date is incorrect
  • Your issued bank blocks the card for internet usage for security reasons.
  • No enough fund in your credit card to cover the payment amount.
  • Your card is deactivated by your bank.
  • The electronic ticket and/or voucher will be automatically issued; you can view and print them as well as the passenger receipt, invoice logging into My account section jawlatours.com homepage. It will also be sent to your email.
  • By cancelling the booking online, the refund procedures will take approximately 4 working days to be proceeded our side, but according to your bank policy the refunded amount will take time to be back to your credit card and also several charges might be applied for each passenger in the booking.
  • If you did not receive your e-ticket and/or voucher within 24 hour or your flight is soon, please contact Jawla Tours customer service team and they will help you immediately.
  • Once payment done, and electronic invoice is generated automatically and you can get the invoice of your booking by logging into your account on Jawla Tours and clicking on the service invoice you want to print.
  • All refunds are made back to the same channel used during booking. For example, if you used your credit card, we will make an appropriate charge reversal. If you used your debit card, we will credit the money back to the debit card. Please remember that the cancellation charges along with Jawla Tours service fees, cashback, discounts availed shall be deducted from the refund amount. The refund process will take 2-3 working days and the amount will reflect in your account within 20-30 working days depending on the issuing bank procedures. Please note that we only guarantee that the refund processes our side will take maximum 3 working days, and we cannot guarantee the process durations of the banks.
  • In such a case, please contact our support team, and they will find a way to refund your amount.
  • Jawla Tours apply an administration fees in case of refunds that cover the refund costs by suppliers and service providers, and that fees are vary according to service type and service provider.