Frequently Asked Questions
1. How do I know if I’ve successfully completed my booking/order?
2. I haven't received or I’ve lost my confirmation email. How do I get another copy?
3. There’s a mistake on my confirmation/email/documentation. What should I do?
4. What payment methods do you accept?
5. What time should I check in for my flight?
6. When will I receive my flight tickets?
7. What is an electronic ticket (or e-ticket)?
8. Why have I received a paper ticket rather than an e-ticket?
9. What if I need an invoice or receipt?
10. Are transfers included in 'Holidays'?
11. Which airline am I flying with?
12. How long does it take to process a refund for my flight?
13. How do I cancel my flight ticket?
14. Can I change the details or travel dates of my booking?
15. Can I use the return portion of my flight ticket, without using the outward?
16. How do I check if it’s safe to travel to my holiday destination?
17. At what age is an air passenger considered an infant/child?
18. What's my baggage allowance?
19. I have a traveller with a disability or special need in my party. How can I make suitable arrangements?
20. Why do some hotels require a credit card imprint on check-in?
1. How far in advance do I have to book a Marhaba service?
2. Will my booking be confirmed immediately?
3. Can I alter my booking once it’s been made? If so, how do I do this?
4. How do I cancel an order request?
Link to RSA policy
How do I know if I’ve successfully completed my booking/order?
Once your booking is confirmed, you’ll receive an automated email containing your confirmation number, and full details of your purchased product.
If you’ve not received an email confirmation—please see the answer on this page about lost confirmation emails.
I haven't received or I’ve lost my confirmation email. How do I get another copy?
If you’ve not received your confirmation email within 4 hours of making a booking—or have lost the email—please check your 'deleted items' and 'junk mail' folders.
To check if the booking was successfully made and get a new confirmation email, you can email us on: firstname.lastname@example.org or call + 971 4 3166666.
There’s a mistake on my confirmation/email/documentation. What should I do?
If you see a mistake, for example with your passport number or the spelling of your name—please email us on: email@example.com or call + 971 4 3166666. One of our agents will be happy to assist you with your enquiry.
What payment methods do you accept?
We accept Mastercard and Visa (Visa Credit and Visa Debit), Switch and Solo cards. Unfortunately we don’t currently support Electron cards.
Information on payment methods is outlined on the website once you select your product.
Credit cards may be subject to a surcharge. This will be specified at the time of booking, as this is usually based on a percentage of the booking cost.
‘Book Now Pay Later’ is an alternative form of payment accepted for flights. Book your flights on our site and we’ll hold them for you for 48 hours. You can visit our dnata Travel retail stores and pay for your flights by bringing your booking reference number. Any payments made outside the 48-hour window will not be guaranteed.
What time should I check in for my flight?
Please note that it’s always best to check with the airline for accurate check-in times.
We recommend that you check in at least 2 hours prior to departure for a short-haul flight, and at least 3 hours for a long-haul flight. Please allow extra time if you’re collecting any tickets, e.g. TOD (Ticket on Departure).
When will I receive my flight tickets?
It depends on the ticket delivery method you chose at the time of booking. Please check your booking confirmation which details the delivery method.
Unfortunately, we can’t change your method of delivery once it’s been requested.
What is an electronic ticket (or e-ticket)?
Electronic tickets are stored within each airline’s reservation system—there is no formal printed ticket. The service is similar to the traditional paper ticket process—but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.
For flights that only require an 'electronic ticket', when you arrive at the airline check-in desk you’ll be required to present the following items in order to receive your boarding pass:
- Appropriate identification and travel documents—passport, and visa if required.
- A printout of your confirmation email (or the confirmation page on the website) to present to the check-in representative.
- The credit/debit card you paid with (this only applies if you’re flying with SAS or Air France).
Please note: It is your responsibility to check and obtain the relevant passport, visa and health inoculations for the country you are travelling to.
Why have I received a paper ticket rather than an e-ticket?
There could be a number of reasons:
- Not all airlines have the facility to offer e-tickets.
- Certain airlines enforce restrictions on the number of flights that can accept e-tickets.
- Certain airlines don’t accept e-tickets for all passenger types (e.g. infants).
- Certain airlines are not able to offer e-tickets on all flights due to their own system capabilities.
- If the itinerary includes more than one airline then an e-ticket is not always possible.
- Airline reservation systems may be experiencing technical problems.
Please note that, once issued, paper tickets can’t be converted to an electronic ticket.
What if I need an invoice or receipt?
You can use your confirmation email as a receipt or invoice for your booking.
If you require a new copy of your confirmation email, please contact: firstname.lastname@example.org or call + 971 4 3166666. One of our agents will be happy to assist you.
For business customers travelling on a business trip, the booking must be made using a corporate credit card in the traveller’s’ name—using the business address. We can only accept payment for bookings in the passenger’s name and with the address the payment card is registered at.
Are transfers included in 'Holidays'?
Transfers are only included in your booking if stated in the 'price includes' section on the website.
Which airline am I flying with?
The confirmation email sent at the time of your booking contains the airline information relating to your flight.
How long does it take to process a refund for my flight?
Most tickets are non-changeable/non-refundable.
If you’d like to cancel your booking or make an enquiry, please email us on: email@example.com or call + 971 4 3166666. One of our agents will be happy to help.
How do I cancel my flight ticket?
To submit a cancellation enquiry please email us on: firstname.lastname@example.org or call + 971 4 3166666. One of our agents will assist with your enquiry. If you email, you should hear from us within 24-hours.
Most low-priced tickets are completely non-refundable. For this reason we recommend that you take out adequate travel insurance before booking. However cancellation charges can vary. In some cases, a part refund can be obtained—which is calculated by deducting the airline's cancellation fee—and our administration fee. Full fees will be explained to you at the time of cancellation.
Can I change the details or travel dates of my booking?
Flexibility depends on what changes you need to make and what the rules are for the specific flight you’ve booked.
If you wish to amend a booking, or want to enquire if a specific change can be made—please email us on: email@example.com or call + 971 4 3166666 to speak to someone. We’ll then be able to check the booking details and get back to you as soon as possible, to advise if the amendment is possible—and if it will incur a refund or additional charge.
In some cases, flights are totally non-refundable and non-changeable—so the airline would treat changes to travel dates as a cancellation. You’d need to re-book and pay again. All fees will be advised prior to any amendment being made on your behalf.
Can I use the return portion of my flight ticket, without using the outward?
Unfortunately, you have to use all flight coupons in order of sequence. If you don’t travel on the outbound flight then the airline may cancel the ticket and any subsequent flights booked.
How do I check if it’s safe to travel to my holiday destination?
We recommend you check the ‘Foreign Office Travel Advice’ webpage for the country you’re travelling to for the latest updates.
At what age is an air passenger considered an infant/child?
Infant: 0 - 23 months for the full travel period.
Child: 2 - 11 years for the full travel period.
Infants are not allocated a seat and will be required to travel on an adult's lap. If you require a seat for your infant, you’ll need to purchase a child seat.
What's my baggage allowance?
Your baggage allowance will vary from airline to airline—and between scheduled carriers like Emirates, Air France, BA—and low-cost carriers like Air Arabia.
Scheduled carriers usually include an allowance for checked luggage—as well as permitting a small amount of hand luggage to be taken into the aircraft cabin. There are additional charges only for bags that exceed the weight limit, or for oversized luggage. Amounts may vary according to the destination and airline. Please contact us via the number given on your confirmation email for the precise amount in kilograms.
Low-cost carriers will almost always charge for checked luggage. This should be offered to you as an option during the booking process—and will be shown on your flight confirmation.
Hand luggage to be taken into the aircraft cabin is strictly limited—and must conform to the airline’s stated weight and size allowances. If you’re in any doubt, please contact us on the number given on your confirmation email.
I have a traveller with a disability or special need in my party. How can I make suitable arrangements?
Before booking for a passenger with any sort of disability or special need, we’d strongly recommend that you contact us by email—and we’ll call you to discuss the passenger's requirements.
Airlines have their own individual guidelines regarding the provision and carriage of wheelchairs. If you’re taking your own, they’ll need to know the size and type—as well as other relevant information for the safety and comfort of the passenger during the flight.
Hotels vary in their suitability for disabled passengers and we’d need to contact our hotel providers for their advice.
Sites such as Tripadvisor can be very useful when investigating hotel facilities and can often provide a reasonable guide to the services available. This is in addition to a hotel's own website—the accuracy of which always remains the hotel's own responsibility—and for which we can’t guarantee accuracy or take any responsibility.
It’s very important to note that requests to airlines, hotels, transfer providers and car hire suppliers can’t be guaranteed—and we can’t accept responsibility for any of our suppliers if they fail to provide the requested service. For further information please refer to our Terms & Conditions.
Why do some hotels require a credit card imprint on check-in?
This is a standard requirement in most hotels worldwide, and is only taken as a precaution—so as to guarantee payment of any incidental charges (such as telephone calls, room service etc.). On check-out, the hotel will usually give the option of paying by cash instead.
How far in advance do I have to book a Marhaba service?
You can book as far in advance as you like. Book more than 24-hours in advance of your arrival in the airport and you’ll receive immediate confirmation. If you book less than 24-hours before you require the service—booking will be subject to confirmation.
Will my booking be confirmed immediately?
Yes—but only if booked 24-hours in advance of flight arrival/departure to/from Dubai International Airport.
Can I alter my booking once it’s been made? If so, how do I do this?
Yes, alterations will be accepted if made a minimum of 8 hours in advance of your arrival at Dubai International Airport. Just send us an email to: firstname.lastname@example.org or call + 971 4 3166666.
How do I cancel an order request?
In case of a cancellation or amendment—the Marhaba office should be notified at least 8 hours prior to flight arrival/departure to/from Dubai International Airport. Send us an email to: email@example.com or call + 971 4 3166666.
Are there any charges for cancellation?
You can cancel a Marhaba service at any time for no charge, up to 8 hours before your planned arrival in Dubai International Airport. If you cancel less than eight hours before your arrival, you will be charged for the service.