Help Center & Support
Find quick answers to questions about your booking, payments and terms.
Topics
Booking & Confirmation
Your booking is only final after successful payment and after receiving the final booking confirmation with PNR (Passenger Name Record) by email. We send you three emails: a booking confirmation, an invoice in email form, and the official PDF invoice. Always check your spam folder.
Airlines require that names and passport details exactly match your Machine Readable Zone (MRZ) on the travel document. This PII (Personally Identifiable Information) is stored encrypted in our database and only shared with the executing service provider (airline) for ticket issuance.
PNR stands for Passenger Name Record. This is the unique reservation code generated in the Amadeus/GDS system. After successful payment, this code is converted into a final e-ticket number. You use this code to later check in with the airline.
The three emails are (1) the reservation confirmation, (2) an email version of the invoice, and (3) the official PDF invoice. The PDF invoice is the most important document for your records and any claims or insurance. The final booking is only complete after receipt of the PDF invoice.
Hotel Bookings
Your hotel booking is final after successful payment and receipt of the hotel voucher and the PDF invoice by email. The voucher contains the hotel reference from our partner (Ratehawk/ETG) and is your proof at check-in. Bring it with you (digital or printed).
Free cancellation: you can cancel your room free of charge up to a certain date (visible in the rate conditions). Only our €45 administration fee is withheld.
Non-refundable: the hotel charges 100% cancellation costs. You therefore pay for the room regardless of when you cancel. Pay close attention to these rate conditions before booking — for non-refundable rates the hotel portion is not recoverable.
That depends on the cancellation conditions of the rate you chose:
- Free cancellation (before the deadline): you get the full hotel amount back. Only €45 administration fee is withheld.
- Non-refundable booking: the hotel amount is not refunded. Only €45 administration fee is withheld.
Refunds are returned to your account within 14 days after cancellation.
With each change you pay €45 administration fee plus any costs from the hotel provider:
- Free cancellation rate: you only pay the difference in hotel price + €45 admin.
- Non-refundable rate: you pay the full new booking (the old one is fully cancelled without refund) + €45 admin.
Important: for non-refundable rates, changing is usually not financially advantageous. You then lose the full original hotel amount. In that case, consider just using your existing booking, or making a new booking separately.
Yes. With a hotel booking you select the number of rooms and assign which guests sleep in each one. Adults, children and infants can be specified separately with their date of birth. The price is for all rooms together, on one voucher and one invoice. Maximum 4 rooms per booking.
Sometimes yes. Our price covers your hotel room + Dutch administration fees. Possibly payable separately on-site:
- Tourist or city tax (required by the municipality, often not included)
- Deposit / security deposit for apartments (returned at check-out)
- Extra services: breakfast (if not booked), parking, minibar, room service
The exact details are on your voucher under "tax info" or "additional info".
Cancellation & Changes
No. Under the EU directive (Directive 2011/83/EU), the 14-day right of withdrawal is **excluded** for services relating to transport, accommodation and leisure activities on a specific date. Your booking is final after payment.
For changes, costs are always charged. You pay **administration fees to AiReisAgent** (€45 per service or €45 per modification/ticket change for hotel/car rental) and any **change costs from the executing service provider** (airline, hotel).
No, a name change is often dependent on the airline and the booked fare. We cannot guarantee that the travel/service provider will accept a change. You must always contact our customer service if you need a change.
Payment & Invoicing
Yes. All payments are securely processed via our Payment Service Provider, Rabobank (Rabo Smart Pay). We use strict security protocols, including fraud detection and a secure dashboard.
After you have paid, you will receive a confirmation from your bank. You will then receive the three emails from us (reservation confirmation, email invoice and PDF invoice). The booking is only final once you have received the PDF invoice with ticket number.
Yes. If the payment is not immediately successful, the reservation (the PNR) is cancelled to prevent the ticket being issued without payment. You will then need to start a new search and rebook the flight at the price applicable at that time.
Our Role & Liability
AiReisAgent/LiteFeather acts solely as an **intermediary**. We facilitate the agreement between you and the executing service provider (airline, hotel). We are not a party to the final agreement for the trip/service itself.
The **executing service provider** (the airline or hotel) is responsible. AiReisAgent is not liable for shortcomings of third parties. You must file your claims (e.g. Regulation 261/2004) directly with the executing party.
Complaints about the execution of the flight or travel service must be filed **directly with the relevant travel/service provider**. Complaints about AiReisAgent's mediation must be reported to our customer service without delay.