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FAQ

Q. How can I avail or buy the travel services offered on Travelhut.travel’s site?

To avail any of the travel offers and services offered on the Travelhut.travel’s portal you need to sign in as registered user by providing requisite personal details and a password. After becoming a registered user, you can make flight and hotel reservations, book vacation packages and rent cars or vehicles online. In case of security breach or password theft resulting in unauthorized use of your account, you should immediately notify Travelhut.travel in writing.

Q. What documents do I need to carry overseas travel?

If you are traveling to a foreign country you need:

1) A passport with at least 6 months validity from the travel date.
2) Confirmed return air ticket.  Passengers having a valid work or student visa can travel with a one way ticket. 
3) Valid visa to the country travelling. A stopover in a country for over 12 hours may also require a transit visa. Please check the rules of the respective airline in this regard.
4) Travel Insurance - It is advisable to have an overseas medical and Travel Insurance for travel abroad.
5) Foreign Currency – You are only allowed to carry permissible amount of currency in cash or Traveller’s cheque as per the rules of your country and the respective country you are visiting.

Q. How do I receive a confirmation once I have made a booking via Travelhut.travel?

Booking confirmation or cancellation, payment confirmation, refund status, itinerary information, change in schedule or any relevant information will be sent by Travelhut.travel to the specified address or contact number provided by the registered user. This information will be sent via email, SMS or by voice call on the contact number given by you at the time of booking.  If you have not concluded the booking for whatever reasons, then Travelhut.travel will notify you either by voice call, SMS or email to enquire about your preference for concluding the booking.
 
Q. How do I cancel a booking online? How do I get a refund for the same?

By booking for a service online on exploreworldholiday’s site, you automatically become Travelhut.travel’s registered User. We send you an e-mail at your registered e-mail id in this regard, informing you about your user id and password.
To cancel a booking, simply logon to your account and follow the steps under cancellation.
Travelhut.travel will process any applicable refunds accordingly, as per the defined policies of airlines, hotels and Travelhut.travel.
For refunds against unutilized or 'no show' air or hotel booking due to any reason, you should contact Travelhut.travel within 90 days from the date of departure for the air ticket and/or the date of check in for the hotel booking. After the expiry of the grace period or 90 days, no refund will be paid and no requests will be entertained. All unclaimed amounts for such unutilized or no show air or hotel booking shall be deemed to have been forfeited.

Q. How long will it take to transfer refund against cancellation of any booking? When do I receive it?

A minimum of three working days is needed to initiate the process of refund. If the refund request is received via a telephonic call, around five working days is needed to initiate the process of refund. Once the process is complete we will send you an email confirming the transfer of the refund amount your account that was used at the time of booking the air tickets. It might take your bank 3 to 14 days to show the credited amount in your account.
If payment is made using any other form of payment, a cheque carrying the refunded amount will be issued within 30 days from the date of refund request. All refunds are subject to refund procedure of the respective airline/service provider.
Please note convenience fee charged at the time of booking will not be refundable.

Air Travel

Q. I would like to book an international flight ticket.  What documents should I submit to Travelhut.travel?

You need to furnish a copy of your credit card that you will use to make the payment to book your ticket. A letter confirming payment made using the said credit card is also needed. If the ticket price crosses 750 USD, a copy of your passport will also be required.

Q. Can I give my nickname while booking a ticket?

Please make sure to provide and spell your name as it appears on your legal document (Passport/government photo ID card/ driving license).

 Q. How much baggage do airlines allow to carry on the flight?

Baggage allowance differs from airline to airline. We advise you to go to the respective airline’s webpage and check the ‘Baggage Allowance’ section to find out the permissible baggage weight. Or you can contact the respective airline’s customer care service and inquire directly.

 Q. I have booked a ticket and the amount has been debited from my account / Credit / Debit Card, but I haven’t received any confirmation from Travelhut.travel.

The likelihood of the above cited situation is quite rare. But if this happens, it could be due to the use of net banking, slow internet connection or change in flight rate by the airlines on run time. In such a scenario, we recommend calling our customer support team with valid proof (sent through email/fax) of the amount being debited from your account against which no Booking ID has been generated. Travelhut.travel will refund your full amount without any charges within 3-4 working days.

Q.  How long will it take to receive an E-ticket once it has been booked and paid for online?

Once the details are verified and the transaction is completed, E-Tickets are mailed within 30 minutes to your email address that has been furnished at the time of booking. For international flight tickets, it may take up to one hour to process and send it via e-mail.
You can either check your mail or simply log in to your Travelhut.travel account. Use your transaction id to view your ticket.

Q. How do I get a copy of the ticket that I have booked online?

Login to your account using your account id and password and go to the ‘My Account Section’. Enter your seven digit transaction id and click  submit. A pop up window will open on your screen (please ensure to “allow pop ups” from the browser if you want to view your ticket) showing an option of PRINT E-Ticket. Click on it to take a print out of your e- ticket.

Q. How do I change flight reservation dates? Will it incur extra cost?
 
If you have booked a domestic flight ticket (Nepal), you will have to cancel your existing ticket and make a fresh booking for the specified date. Some airlines charge an extra fee for changing the date.
Travelhut.travel will try to accommodate your request for changing your flight date as per the airline’s existing rules (including fare difference between the previous booking and the new booking) and availability. An additional service charge payable
In most of the cases specially in Domestic Tickets within Nepal, you will need to cancel your existing ticket and make fresh booking as per your requirement on the prevailing rate at that particular time. Certain Airlines may charge extra fee for a date change. Any of the options are possible depending upon the prevailing policy of the respective Airline.

Travelhut.travel may change the booking as per the Airline rules that may include any fare difference between your existing booking fare and the fare available at the time of making the new booking plus the service charges of Travelhut.travel.

You may also get in touch with Customer Care for any help that you may require if you wish to change the date or flight.

Q. I am at the airport and I can’t find my ticket. What do I do?

If you lose your E-Ticket or are unable to take the printout, you can use the SMS confirmation message sent by Travelhut.travel on your phone number. The SMS received from Travelhut.travel contains complete information about your flight Ticket and PNR number. Show this at the airline counter and the staff will give you a printout.

Q. How do I cancel my air ticket?

By booking an online ticket with us, you automatically become Travelhut.travel’s registered User. We send you an e-mail at your registered e-mail id in this regard, informing you about your user id and password.
To cancel a booked ticket, simply follow the given guideline:
  1. Access your account by clicking on the ‘Sign In’ section of Travelhut.travel.
  2. Login using your e-mail address and password or Facebook
  3. Click on ‘My Flight Bookings ‘
  4. Choose the booking you want to cancel by pressing “Cancellation request”
  5. A pop up window will open asking for your assent. Press the ‘submit’ tab.
  6. Once your cancellation request is submitted, you will receive a unique cancellation id.
  7. If you face any difficulty in completing any of the aforementioned steps to cancel your booking, get in touch with our Customer Support Team by clicking on the ‘Help’ section and submit your request. Or else call at our Customer Care number.
Q. I am unable to cancel my tickets online. What do I do?

You can face this problem if you try to cancel your tickets online within six hours of your flight’s scheduled departure. In such an event, you can either call us or call the respective Airline for more details.

Including the above stated and for any other reason where you are unable to cancel your tickets online, you can call our Customer Support Team or submit your request through email to support@Travelhut.travel.

Q. How do I get a refund for a cancelled ticket?

You need to submit your refund request by mentioning your Transaction ID to us either by e-mail (send it to refund@Travelhut.travelor by calling up our customer support team and requesting them to process your refund. The refund will be credited to the account from where your payments were made.
 If you miss your flight and you are a ‘NO SHOW’ customer, you can submit your refund request after 24 hrs from the departure time of your flight. After we reconfirm with the airline, the refund will be credited to the account from where your payment were made.
 If you cancel your tickets directly with the Airline, you need to mail us your refund request using your transaction ID. Once we have the confirmation from the respective airline, we will credit your refund to the account from where your payments were made.

Q. What are the documents needed for flight check-in? Do I need to show the debit/credit card that was used while paying online for my ticket?

For Domestic travel in Nepal, if you are a Nepali national you need to carry a citizenship certificate or/ Driving License along with your E-Ticket (paper or on mobile) that is verified by the Security staff while entering the Airport and also by Airline counter staff while issuing the boarding pass. Foreign nationals need to show their passport. For Indian nationals, passport or Voter ID card or a government approved photo ID card will suffice.
While using Domestic flights in other countries, the rules and regulations of that respective country for national as well as international passengers will apply.
For International Flights, a Passport along with the E-Ticket is valid ID proof for entering the Airport and for issuance of Boarding pass.
If traveling with an infant or children, don’t forget to bring along their birth certificates along with the ticket.
 Your debit or credit card information is kept confidential and not shared by us with the Airlines. You do not require to carry the debit or credit card that you have used at the time of booking your E-Tickets.

Q. How can I pay for my e-ticket? Is the online payment system secure?

We accept online payment via credit cards (Master card, Visa, American Express credit card) and most debit cards. You can also use Net Banking to pay for e-ticket/services.

We also accept payment through cash, cheque, drafts and transfer through IMPS, NEFT and RTGS in the event of reservations for Hotels and Holiday packages.
Online Payment Security – Credit/debit card payments (Visa, Master and American Express Card) are processed through a secure online payment gateway system. Travelhut.travel assures the User about the safety and security of the payment process. The User’s bank authorizes the card transaction directly without any information passing through Travelhut.travel. Depending on the speed of the User’s internet connection the bank will issue an authorization code and confirmation of completion of transaction using the online payment gateway, within a few seconds. If the payment on the credit card is rejected for some reason, the User must arrange for alternate payment instructions to be received by Travelhut.travel 72 hours prior to the time of departure, failing which the booking made by the User stands cancelled.

If the User has an account with a public sector or nationalized bank, he/she can pay for services offered by Travelhut.travel via the respective banks’ net banking option. The amount will be automatically debited from his/her account. Travelhut.travel assures the User that its online payment gateway system enables safe and secure transactions.

Pass port & Visa Information

One needs to share Passport details for flight ticket (e-ticket) issuance to Europe, USA and Canada. A few airlines (listed below) flying to these destinations also require passport details for issuing the e-ticket.

KLM, Kuwait Airways, Air France, Saudi Arabian Airlines, American Airlines, Continental Airlines, Delta Airlines, United Airlines, Kenya Airways, China Southern Airlines, China Eastern Airlines, Aeroflot,  Egypt Air, Biman Bangladesh Airlines, Uzbekistan Airways

These airlines require both passport details and visa copies for issuing an e-ticket. If you are flying to Europe, USA and Canada or with any of the above mentioned airlines, Travelhut.travel’s representative will contact you for your passport details. Keeping the following details handy will be helpful.

Passport Details:

Passport Number
Issuing Country
Date of Birth (DD/MMM/YY)
Gender
Expiry date of Passport (DD/MMM/YY)
Last name/ Surname of traveler
First name/ Given name of traveler
Middle name of traveler (if any)

Visa – International Travel bookings done at/by Travelhut.travel by/for the User are subject to the applicable requirements of Visa which is to be obtained by the individual traveler. Travelhut.travel won’t be held responsible for issues related to Visa, including inability to travel due to non-availability of required Visa.  Travelhut.travel is also not liable to refund for the untraveled bookings due to any such reason.

Q. How do I request for wheelchair assistance?

You may request for wheelchair assistance at the time of booking or else you may approach the Airport / Airline staff to assist you for the same at the time of check-in during departure or check-out upon arrival.

Hotel Booking, Tour Packages & Car Rentals

Q. What is meant by “accommodation on twin sharing basis"?

It means that the hotel room is shared by two persons. There are two separate beds for two adults. The cost specified is for one person sharing the same room.

Q. What is meant by Single Occupancy?

Single occupancy means only a single person stays in a room. Choosing ‘single occupancy’ will incur a higher surcharge as opposed to ‘twin sharing’.

Q. What happens if I am traveling alone? Do I have to share a room with a stranger?

If you are single traveler, you can either opt for single room occupancy (which would result in a higher room rate) or agree through mutual consent to share the room with a tour group member.

Q. How much amount is deducted on cancellation of a booked Holiday package / Hotel reservation?

There is no fixed amount. Cancellation policies are subject to the policies of the respective hotel or vendor you have booked your package/accommodation with. For cancellation rules and charges kindly refer to the Terms & Conditions page of that respective package. Prior to making the relevant bookings(hotel room or holiday package), you need to acquaint yourself with the relevant service provider’s or hotel’s refund policy. You may check the same by contacting our Customer Support staff.

Q. How do I change hotel / package booking?

Please write to us at the respective e-mail ids to make any changes in your booking.
  1. Domestic Hotel Reservation- domhtl@Travelhut.travel
  2. Domestic Holiday package- dompkg@Travelhut.travel
  3. International Hotel Booking – inthtl@Travelhut.travel
  4. International Holiday Package– intpkg@Travelhutworldholiday.co
Q. What are the check in and check out timings at hotels?

There is no such thing as a standard or general ‘check in’ and ‘check out’ timing. The timings differ from hotel to hotel. To find out the timings please refer to the respective hotel package info.

Q. What are the different modes of payments you accept?

Payments through debit cards, credit card (Master card, Visa and American Express credit card) and via Net Banking are accepted. We also accept payment through cash, cheque, drafts and transfer through IMPS, NEFT and RTGS for Hotels and Holiday packages.

Q. What do the different meal plans (on meal inclusive packages) mean?

AP or American Plan means that all meals, breakfast, lunch and dinner are included in the tariff. MAP or Modified American Plan includes breakfast and one more meal(lunch or dinner). In CP or Continental Plan only breakfast is offered and EP or European Plan means no meals are included.

Q. Do I need to show an identification card for hotel check-in?

Yes, a valid ID proof (photo identification card issued by the government ) is required while checking in at the booked hotels.

Q. How do I cancel my booking (hotel room/vacation package)?

Just go to My Account page and log in. Follow the instructions given therein under cancellation.

Q. Can I ask for a specific model while renting a car?

We will try to accommodate your request but we can’t guarantee that the same model will be available. If the specified model of the car or vehicle is not available, we will suggest a vehicle of similar model or size as an alternative.  

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