Frequently Asked Questions
Booking related queries1
What is an e-ticket?
An e-ticket is an electronic ticket. It contains all the information shown on a paper ticket, 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 showing the booking reference. At the departure airport the passenger goes straight to the airline check-in desk.2
How do I make a booking?
Follow these steps to make a booking:
- Select where you are flying from.
- Select where you are flying to.
- Select your departure date.
- Select whether you want a round trip or one way (the default is set to round trip).
- Select your return date.
- Select how many passengers are travelling (it is defaulted 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 traveller information' and fill in all the passengers 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.
How do I know that my booking is confirmed?
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.4
Can I cancel or change my booking through tajawal?
Tajawal currently does not accept online cancellation or amendment requests. However, you can contact the tajawal customer support team 24/7 to assist you with that. Please remember to check the cancellation policy before making any changes to your booking. Non-refundable services and other special deals may have different cancellation policies. Cancellation information can be found under booking details. Apart from the cancellation charges levied by the airline, tajawal charges a cancellation/amendment fee of AED/SAR40 per passenger.5
What is the difference between a direct flight, a Nonstop flight and a flight with a connection?
Many people think nonstop and direct flights are interchangeable terms, but there are differences between the two.
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. However passengers are not allowed to disembark from the flight. These stops normally last 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.6
How do I know if my booking has been cancelled?
Once you have cancelled your booking you should receive an email and 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 us firstname.lastname@example.org
Do I have enough connection time between my flights?
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 in accordance with 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 was booked on one ticket.8
Can I book a flight with an outbound departure from another country than the one I am presently situated in?
Yes you can book tickets between any two cities across the globe.9
Can I book flights for unaccompanied minors on tajawal?
We cannot book flights for unaccompanied minors under the age of 12 years, however you may be able to book through the airlines directly.10
Can I add a passenger to an existing booking?
We're unable to add another passenger to an existing or confirmed booking. You will need to make a new booking for the additional traveller. For the new booking, we cannot guarantee the same price as your original booking.Check-in1
Should I check-in online?
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.Name change1
What do I do if my name is misspelled on the booking?
Most airlines allow for minor corrections to misspelled names (e.g. Mohammed/Mohamad, Ali/Aly), but do not allow name changes to the travellers originally booked. If there is a spelling mistake, we shall request the airlines for a name correction. The final approval will come from the airlines. Kindly make sure you always enter the correct name as stated in your passport in order to avoid any inconvenience.2
How do I transfer my booking?
Airlines do not allow you to transfer your airline tickets to another traveller, you must cancel your original booking and book a new ticket.3
What should I do if I changed my name since I made the flight booking?
If a female traveler booked a ticket in her maiden name (i.e. her original name before marriage) but is travelling with a new travel document that has her new married name, then she should provide a copy of her marriage certificate so that the airline can make a note of it.4
Do I need to give my middle name?
It is not a requirement to add middle names when making a booking with us; 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 Jabbar will appear as Jabbar/AhmedMr on your ticket.Changes and amendments1
How do I change my booking to a different airline?
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.
If you are booking a flight with a low-cost airline (e.g. Fly Nas, Fly Dubai, Air Arabia etc), changes can only be done by contacting the airline directly. We can provide you with the airline's contact details.
However, if you are flying a full-service airline (such as Emirates Airlines or Saudi Airlines), the ability to change or cancel your airline ticket is dependent on the type of ticket you purchased. Rebooked flights must be for the same traveller and on the same airline as the original booking. Apart from the amendment charges levied by the airline, tajawal charges a cancellation fee of SAR40 per passenger.
Additional charges on rebooked flights shall be calculated as below:
- Difference in airfare (if the cost of your new flight exceeds your booking amount)
- The total cost of your change will depend on your airfare, your ticket details, and any applicable penalties or fees.
What do I do if I miss my flight?
Unfortunately, if you missed your flight there is no refund and you will have to book a new flight. Some airlines however 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 the airlines as soon as you see a possibility of a delay on your way to the airport. Please also contact us so that we can assist you with changes to your booking (a missed flight penalty fee may be applicable).3
How do I cancel my booking?
Unfortunately most bookings are non-refundable with low-cost airlines (such as Flynas, Flydubai etc). cancellation can only be done by contacting the airline directly. We can provide you with the airline contact details. Usually, the airlines may provide a non-refundable, non-transferable credit shell for future use.
Fortunately, with most full service airlines (such as Emirates Airlines or Saudi Airlines) you can cancel flight bookings with us according to the fare rules booked.
Please be aware that some fares are non-refundable. Review your itinerary for fare rules, restrictions, and ticket cancellation fees prior to cancellation. Airlines may permit cancellation 24 hours prior to departure. Usually airlines may charge an additional 'no show' penalty if the booking is cancelled within 24 hours of the scheduled departure time. Apart from the cancellation charges levied by the airline, tajawal charges a cancellation fee of AED/SAR40 per passenger.Schedule changes1
What do I do if my flight is rescheduled?
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 booking 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 as a result 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.2
How do I cancel my flight?
If the airline makes a decision to 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 proceseed to the same channel that was used to book. This refund will be subject to the airlines' approval.Refund & Payments1
How will I receive my refund?
All refunds are made back to the 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 tajawal fees, cashback, discounts availed shall be deducted from the refund amount. Tajawal processes the refund to your originally used credit or debit card within 48 hours at max. However, your bank might take longer to show the amount on your card statement. In some rare instances this could take between 15-20 days. This period is beyond tajawal’s influence.2
Are my credit card details safe?
tajawal uses a secure connection for your booking:
- 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 information through phone or e-mail.
- Your personal data details are encrypted and secure.
Do I have to bring the credit or debit card I used to pay for my flight to the airport?
It is not mandatory to carry the credit/debit card that was used to make the payment at the time of the booking.4
What is a service fee?
To help cover the cost of providing access to certain airlines, we charge guests passengers a service fee every time a reservation is confirmed.5
Is the service fee refundable?
No, the service fee is not refundable.6
Will I receive a receipt or invoice for payment?
You can get the invoice of your booking by logging on to your tajawal account and click on the trip you want the inovice to be printed. You can view, email and print this invocie from your accounts page.7
How do I use the voucher code?
Copy the voucher code and paste it under 'fare summary' after you select your flight. Click on 'Apply Voucher' and the discount will be applied to your fare price. Once the voucher has been successfully applied, you can click on 'continue to traveller information' to complete your booking.8
How is the service fee calculated?
The amount of this service fee varies and is based on a percentage of the booking total. This is applicable on a per passenger basis.9
Which airlines have this service fee?
The fee is applicable to all the low-cost airlines such as flydubai, flynas, Air Arabia, SpiceJet, and Pegasus.Other service requests1
What do I do if a booking fails?
While failed bookings are very rare, we shall call and assist you to confirm the booking offline should such a case accur. Please do not try to make any 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 a scenario that seat may have been booked by another passenger resulting in a failed booking.2
How do I get in touch with the airline directly?
Please refer to this list of airlines and their contact details here.3
What is the baggage policy for my flight?
Baggage policies vary by airline. Please check your itinerary when making the booking where the allowances will be clearly mentioned. We will also offer the option of purchasing additional baggage for your trip.
Baggage policies varies between airlines. Please check your itinerary when making the booking where the allowances will be clearly mentioned. We will also offer the option of purchasing additional baggage for your trip. You can find information about baggage allowances, prohibited items, and sports equipment on the respective airline's website. Please see the below link to your airline's baggage policy. For a comprehensive list of permitted and prohibited items in carry-on and checked baggage, please read the Transportation Security Administration's Prohibited Items. You can often save money by checking in and paying baggage fees on your airline's website before your flight. For baggage policies click here.4
How early should I be at the airport before my flight?
How early you need to 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 3 hours before departure
- European Flights: check-in at least 2 hours before departure
- Domestic Flights (i.e. flights within the same country): check-in at least 90 minutes 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 15 - 20 minutes to reach the boarding gate.5
How do I avoid airsickness and jetlag?
Flying internationally causes jetlag because you're crossing three time zones. Some precautions to take include:
- Drink plenty of water and no alcohol;
- Stick with a bland diet;
- Set your watch to your destination's time so, when you arrive, you can get into a normal sleeping schedule as soon as possible.
Can I bring pets onboard a flight?
If you are travelling with your pet, contact the airline to make a booking for them. Your airline might require your pet to have 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)
Size and number restrictions:
- 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.
- Additional fees: Most airlines impose fees for pets travelling in the cabin or in cargo.
How do round trips with two one-way trips work?
When the cost is lower, we may offer a round trip flight that consist of two separate one-way fares, each subject to its own rules and restrictions. At the time of booking, you will be notified that your itinerary consists of two separate one-way 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. If you would like to make a change to your ticket, you'll need to make changes separately and change fees may apply to each ticket. Please contact tajawal for assistance with any changes. Rules and restrictions may be different for each ticket. Apart from the cancellation charges levied by the airline, tajawal charges a cancellation fee of AED/SAR40 per passenger per Trip ID.8
What kind of documents do I need in order to travel?
Passport: Your passport must be valid for at least 6 months from the outbound date of travel. All travellers 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 enroute. For instance, Saudi nationals flying to Canada via any of the US airports will need to hold a valid US transit visa. 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 currency requirement and in most cases one 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 the 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 about 6 days. To find out where the yellow fever vaccination centers in Saudi Arabia are, please contact the Ministry of Health directly here.Making a booking1
Can I book a room or rooms for a group of people?
You can book up to 8 rooms online.
Go to tajawal and enter your travel criteria in the "search for hotels" box.2
Can I book an accommodation for day use?
No, bookings are for one-night minimum stays only. We currently do not support booking of hotel facilities or meeting rooms, conference rooms, business centre or any other facilities.Confirmation1
How do I know if my reservation is confirmed?
As soon as you have completed the booking process, you will receive a tajawal ID number as confirmation. We will also send you a confirmation email and voucher with all your booking information.Pricing1
What is included in the room price?
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 added in your confirmation email and voucher.2
How do I know the price of my booking?
Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on different conditions, such as occupancy or inclusions or booking conditions.3
Are taxes included in the price?
You will see the total inclusive price 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 and voucher.4
Is breakfast included in the price?
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.5
Do I pay the full price for my child(ren)?
Information regarding children is located under ‘hotel policies’, and added costs for children, if any, are not included in the reservation price.Searching1
Can I search by price?
Yes! Search as usual for a destination with your travel dates. Once you have your search results, sort the results by 'price'.2
I'm looking for an accommodation suitable for my family. How do I find it?
When entering your destination in the search box, you can indicate the number of guests (adults and children) you are travelling with. The results shown will then be limited to those that can match your specific requirements.3
What if I need a specific type of accommodation (non–smoking, wheelchair friendly, etc.)?
You can always use one of the filters to find the accommodation which has specific facilities you require. If you are still not able to find the right accommodation for you please contact us and we will be happy to assist you.Book now, pay now1
Book now, pay now
You can pay for your hotel booking online using a debit or credit card (Visa, MasterCard, American Express and Apple Pay*).You will pay in full and in the local currency of the website domain (country).
*American Express cards and Apple Pay can only be used on the UAE version of our platforms: website, app, etc.2
Troubleshoot and declined payments
If your payment was declined, it may be due to one of the following reasons:
You exceeded your card limit. Confirm the card has enough funds available (either check your account balance or contact your card issuer), or try an alternate card.
You entered a typo in the payment details, such as an incorrect billing address, card expiration date or CVV. Verify your information and try again.
You entered an unsupported payment method. Check on the payment page whether your payment method is accepted. For card payments, we currently only support Visa, MasterCard, American Express and Apple Pay*. (*American Express cards and Apple Pay can only be used on the UAE version of our platforms: website, app, etc.)
Your card issuer couldn't authorise your transaction due to a technical issue. Contact your card issuer and/or try again.
The card issuer noticed a charge that doesn't fit your normal spending pattern and blocked the transaction to protect you. Contact your card issuer to unblock the transaction and try again.‘Save this rate’ hotel bookings1
‘Save this rate’ hotel bookings
Once you use the ‘Save this rate’ option to make a reservation, your booking is secured with the hotel. In order to confirm your booking, you must complete full payment of the booking amount before the due date specified on your confirmation email and on the booking page. Payments can be processed via the link in your email, on web, through the app or directly through our call centre via credit card, debit card, or bank transfer.Currency Conversion1
Based on the web or app country selected, you will be charged in the local currency of the respective country.
- tajawal.com payments are in UAE Dirhams
- tajawal.sa payments are in Saudi Riyals
- tajawal.ae payments are in UAE Dirhams
- tajawal.com.kw payments are in Kuwaiti Dinars
- tajawal.bh payments are in Bahraini Dinars
Any currency that does not correspond to the local currency of the point of sale is for display purposes only. You will be charged in the local currency above. However, should you decide to pay with a credit card from a foreign bank institution, additional charges may apply, according to your bank’s policy.Rooms1
We have children; can we get extra beds/cots in the room?
Information regarding children and extra beds/cots is located under ‘hotel policies’, please take note of the following:
Added costs for children, if any, are not included in the reservation 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.
If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed/baby cot for you.2
What's the difference between a 'double' room and a 'twin' room?
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.3
What is a "non-refundable" or "free cancellation" room type?
Every room has a different policy set by the hotel.
A non-refundable policy means that a fee 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 penalties if done within a time period set by the hotel. This is mentioned in the room conditions and in your confirmation (for example "cancel within 2 weeks of booking" or "cancel before dd/mm/yy hh:mm").4
Can I request an extra bed in my room and will there be extra costs?
Information regarding extra beds is located under 'hotel policies', please take note of the following:
Added costs, if any, are not included in the reservation 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.
If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed.5
Can more than two adults stay in one room?
Most accommodations allow additional guests to stay in a room for an extra charge as long as the room doesn’t exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the accommodation may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your accommodation for their extra–guest charges and the maximum number of people allowed in the room you’ve booked.6
How do I find out the number of bedrooms in an apartment/suite?
The number of bedrooms should be clearly stated in the room description. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email or voucher.Facilities1
How do I know if the hotel has parking facilities and how can I reserve them?
Under ‘hotel facilities’ you can see whether or not the hotel has parking and if any restrictions apply. If the hotel requests that you reserve a parking spot, please contact them directly ahead of time, with the contact information provided in your booking confirmation and voucher.2
Can the hotel store my luggage before check-in or after check-out?
If the hotel has a luggage storage facility it will be displayed on the hotel’s page under "hotel facilities". For more information regarding the hotel's facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking.3
How do I find out if a hotel has a certain facility (such as a lift)?
Under 'hotel facilities' you can see a list of all the hotel’s facilities, activities and services.4
How do I get more information about the room or hotel facilities?
Room facilities are clearly listed under each room type; to see the full list and photos, just click on your desired room type. You can find all of the hotel facilities just below the section of room types under ‘hotel facilities’.5
Are the amenities in the room that I have booked guaranteed?
Yes, the room facilities listed under each room type are guaranteed by the hotel. In case some of the room facilities are not available during your stay, it is advisable to contact the hotel management and lodge your grievance.6
Can I search for accommodations that have facilities for people with disabilities?
Yes, you can. When you enter a location and start your search you will see a list of properties. Look for the list of filters on this page, and you can choose to filter your results by 'facilities for disabled'. The results will filter accommodations that meet your needs. You can always call us at XXXXX or internationally at XXXXXX to confirm availability before booking.Special Requests1
Where can I find the contact information for the property?
If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact us and we will be happy to assist you.
Once you have booked, you can see the property's contact details in your confirmation email.2
How can I make a special request? For example: a room with sea view, twin beds, room on a certain floor, or dietary needs?
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.3
I want a smoking room. However, I can only choose a non-smoking room. How can I request a smoking room?
If there are no smoking rooms listed it means that the accommodation does not allow smoking in rooms. However, the hotel may have designated smoking areas.4
How do I find out if a hotel allows pets?
Pet policies are always displayed on the accommodations page under "hotel policies". If you are still unsure, please contact the accommodation directly.5
How do I know if my reservation is confirmed?
As soon as you have completed the booking process, the confirmation page appears. This page shows all of your reservation details, including the tajawal ID. We also send you a confirmation email and voucher with all your booking information.6
I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
Please check your inbox and the spam/junk folders carefully of the email address you provided when making the booking. If you still cannot locate your confirmation email, please contact us and we will gladly help you out.Cancellations and changes1
How can I cancel or change my reservation on tajawal?
You can contact us and we 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 policy. Room-specific cancellation information is included beside the room type under the ‘conditions’.2
Can I cancel or change a 'special offer deal' or a 'non-refundable' booking?
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, you may incur charges according to the accommodation's policy.3
How do I know that my booking has been cancelled?
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 us and we will gladly assist you.Directions1
Where can I find the address of the hotel?
You can see the hotel’s address at the top of the hotel’s page on tajawal's website. It is also included in your booking confirmation email and voucher.2
Where can I get directions to the property?
The full address of the property is listed in your confirmation email and voucher, so you may enter it into your personal navigation device.Refund1
Is my room refundable?
Most hotel rooms are fully refundable if you cancel before the hotel's cancellation deadline, which varies across accommodations.
Some hotel rooms are non-refundable.
If you cancel a non-refundable accommodation booking, or cancel your booking after the accommodation's cancellation deadline, you are not eligible for a refund, regardless of the payment method used.2
How long does it take to process this refund?
We usually process the refund within 48 hours from the cancellation request. However, it may take longer to reflect on your account statement as this depends on your bank. We’ve noticed that it takes about 15-20 working days at the latest for most refunds to be transferred back to their respective accounts. If you still haven't received your refund, please contact us and we will be happy to assist you.3
It's been weeks since I cancelled my booking but I still haven't received my refund. Help!
We’re extremely sorry for the inconvenience. Sometimes a transaction reversal can take longer than expected. Please contact us and we will be happy to assist you.Book now and card usage1
The accommodation has charged my credit card. What should I do?
If you feel you have been charged in error, our travel advisors will find the best possible solution for you. Please contact us with your tajawal ID and details of the charge made, and we will be happy to assist you.2
Can I make a reservation for myself using someone else's credit card?
Yes, you can but only if you have permission from the card holder. The accommodation may require authorisation 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.3
The credit card that I used to make a booking is no longer valid. What should I do?
Please contact the accommodation directly. You can find their contact information on your confirmation email or voucher. The accommodation will assist you with this.4
Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?
In most cases, the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.Value added tax (VAT)1
What is VAT?
Value added tax (VAT) is a tax on the consumption or use of goods and services levied at the point of sale. VAT is a form of indirect tax and is used in over 180 countries worldwide.2
When will VAT be introduced?
In the United Arab Emirates, VAT is applicable as of 1st January 2018.3
Where can I read the full VAT law?
نظام ضريبة القيمة المضافة (VAT) المعتمد في الإمارات العربية المتحدة متوفر على الموقع الإلكتروني لوزارة المالية.4
What are the different rates of VAT?
The standard VAT rate is 5%. Certain goods and services will be subject to zero rate or will be exempted from VAT as per the UAE law.5
What is the difference between ‘TAXES & FEES’ & ‘VAT’ on my flight booking cost breakdown?
Third party fees such as airport tax, fuel surcharges or airline fees may apply to your booking.
Additionally, other surcharges may include a service fee that helps cover the cost of providing access to certain airlines. We charge passengers a service fee every time a reservation is confirmed for these specific airlines.
These Taxes & Fees are stated separately on your flight booking cost breakdown for your reference.
VAT is the indirect tax on the consumption or use of goods and services, mandated by the UAE government. This specific tax is also stated separately on your flight booking cost breakdown.My Wallet1
What is tajawal Wallet?
tajawal Wallet is a great way to earn rewards and pay for your hotel & flight bookings with ease. You can earn Wallet points by using one of our special voucher codes during promotional periods, and pay less for your next booking by redeeming your points!
It acts as a virtual storage for your points that you can use to fully or partially pay for future bookings. Depending on an offer, you may get a split-voucher code that you can use to get an instant discount on your current booking in addition to cashback as points added to your Wallet. Some offers may only give a cashback without a discount.
The points you earn will be added to your Wallet and displayed in the equivalent AED value.
Every point earned equals AED 1.
You can access your Wallet by going to the ‘My Wallet’ section under ‘My Account’ on our website, and under ‘Profile’ on our app and PWA (mobile web).2
How can I earn Wallet points?
You can earn Wallet points by using the special voucher code when making your booking through the UAE version of our website and app as well as our call centre.
On web and app:
- Sign in to your tajawal account.
- Select the hotel or flight you want to book.
- On the payment page, apply the special promotional voucher code eligible for earning Wallet points. If it’s a split-voucher code, the instant discount will be deducted from your total (if applicable), and the Wallet points you earn will be added to your account once you complete the booking (and upon payment for hotel bookings made using the ‘Save this rate’ option)*.
- If it’s a voucher code for cashback only, the points will be added to your Wallet.
- If you're signed in when making the booking, you will receive the points in your Wallet immediately.
- If you don't have an account when making the booking, you will receive the points as soon as you create and verify your account.
- If you have an unverified account and are not signed in when making the booking, you will receive the points as soon as you verify your account.
- If you have a verified account but are not signed in when making the booking, you can go to your Wallet in the My Account/Profile section and claim your points by following the link that says ‘Claim them now’. See ‘What if I can’t see the points from my last booking?’ for more info.
- If you make a hotel booking using the ‘Save this rate’ option, you will receive the points after you have completed the payment.
Via our call centre:
- While making the booking, inform the travel advisor that you want to earn Wallet points. The advisor will guide you through the required steps (please ensure that you have a tajawal account and are using a voucher code that is eligible for earning points)
How can I redeem Wallet points?
You can redeem Wallet points on bookings made through the UAE version of our website and app as well as our call centre.
On web and app:
- When making a booking, you must be logged in and your account must be verified. If you forgot your password, click on “Forgot password” to reset it.
- Select the hotel or flight you want to book.
- On the payment page, Wallet will be displayed as a payment option if you have balance. If you select Wallet as a payment method, you can define the amount you want to redeem (subject to your Wallet balance). The amount will be deducted from your total. The remaining amount (if any) will have to be paid by card or Apple Pay (on iOS).
Via our call centre:
- To be able to redeem Wallet points via our call centre, you need to have a verified mobile number in your profile. While making your booking and before you make the payment, inform the travel advisor that you want to redeem Wallet points. The advisor will verify your mobile number by sending you an SMS with an OTP (one-time password). Share this OTP with the advisor, define the amount you want to redeem (subject to your Wallet balance) so that the advisor can use it towards your booking. The amount will then be deducted from your total. The remaining amount (if any) will have to be paid by card or bank transfer.
Please note that you cannot redeem points on hotel bookings made using the ‘Save this rate’ option; only bookings that are paid for immediately are eligible.4
Can I pay for my booking in full with Wallet points?
Yes, bookings can be paid in full by Wallet points. Please note that if your booking total has decimals e.g. AED 1000.50, then points used will be rounded as follows:
- If .50 or greater than .50 - round up. An extra point will be deducted from your Wallet balance (as per the above example, you will be charged 1001 points)
- If .49 or less than .49 - round down. The remaining decimal amount will be covered by tajawal (as per the above example, you will be charged 1,000 points and tajawal will take care of the remaining amount)
Which types of bookings can I pay for using Wallet points?
On web and app, all flight bookings and hotel bookings that are paid for immediately are eligible. Wallet points cannot be redeemed on hotel bookings made using the ‘Save this rate’ option. If you are using the website or app, please make sure you have United Arab Emirates as your selected country.6
Can I use a voucher code or any other discount when redeeming Wallet points?
No, Wallet points cannot be used in conjunction with a voucher code or auto-applied discounts.7
Can I earn Wallet points when redeeming Wallet points?
No. Bookings paid for by Wallet points are not eligible to earn Wallet points.8
What happens if I amend a booking that I have redeemed Wallet points on?
If your booking is eligible for an amendment, the fare difference and change fees cannot be paid by Wallet points.
In general, some bookings can be amended while some are non-changeable and non-refundable. Please refer to the cancellation policies and fare rules of the hotel or flight booking purchased.
You can pay for amendments in the following ways:
- Via call centre: We accept credit and debit cards as well as bank transfers.
What happens if I cancel a booking that I have earned Wallet points on?
You will not be able to use the points that you earned on that booking and the points will automatically appear as cancelled in your transaction history.
If you have already redeemed the Wallet points you had earned on the booking that you cancel, we reserve the right to deduct the redeemed amount from your refundable amount as a penalty.10
What happens if I cancel a booking that I have already redeemed Wallet points on?
If your booking is eligible for a refund, the Wallet points used – after deducting cancellation and service fees – will be refunded to the Wallet. (To learn more about our cancellation and refund policies, please see our Terms & Conditions). Wallet points can only be refunded to the originally used Wallet and are non-transferable and cannot be exchanged for cash. Refunded points have a validity of three months from the date of refund, if not mentioned otherwise.
Bookings with a non-refundable cancellation policy are not eligible for refunds, regardless of the payment method.11
What happens if I redeem Wallet points on a booking, but do not complete the booking?
If you redeem Wallet points but do not complete the booking, your points will be transferred back to your tajawal Wallet after approximately 20 minutes.12
What if I don’t remember my login credentials?
On web and app: To log in, you need to enter your email address or mobile number that you used to create your account and your password. If you forgot your password, click on ‘Forgot password’ to reset it.
Call centre: You don’t need login credentials. When making a booking with a travel advisor, just tell them your mobile number. They will send you an SMS with an OTP (one-time password). Give this OTP to the travel advisor to be able to use your Wallet points on the booking.13
Why do I get an SMS with an OTP every time I book via a travel advisor?
This is for security purposes. This way you need to verify your identity every time so that no one else can access your Wallet balance but you.14
What if I forgot to pay with my Wallet when making the booking? Can I deduct the Wallet points value from my booking afterwards?
No, unfortunately you can only use your Wallet points to deduct your payable amount when making the booking, not afterwards.15
What if I forgot to add the promotional voucher code when making the booking online? Can I add the discount and Wallet points to my booking afterwards?
No, unfortunately you can only use the promotional voucher code when making the booking online, not afterwards.16
What if I used a promotional voucher code when making a booking online, but forgot to log in?
You will receive the immediate discount on your payable amount (if applicable), but you will not earn Wallet points, because your order needs to be linked to your account.
If you have an unverified account and were not signed in when making the booking, you will receive the points as soon as you verify your account.
If you have a verified account but were not signed in when making the booking, you can go to your Wallet in the My Account/Profile section and claim your points by following the link that says ‘Claim them now’.
For hotel bookings made using the ‘Save this rate’ option, you will receive the points after you have completed the payment.17
What if I used a promotional voucher code when making a booking online, but didn’t have an account?
You will receive the immediate discount on your payable amount (if applicable), but you will not earn Wallet points. Once you create an account with the same email address or mobile number you used for your booking and verify it, we will automatically link your previous orders so you will earn your Wallet points as well. Please note that Wallet points for every promotion have an expiry date and every expiry date is calculated based on the payment date of each booking.18
How can I check my Wallet balance?
On web: Your balance is displayed in the ‘My Wallet’ section under ‘My Account’
On our app and mobile web: Your balance is displayed in the ‘My Wallet’ section under ‘Profile’
Call centre: Our travel advisors can send you an SMS with your balance to your registered mobile number19
How can I check the expiry date for my Wallet points?
Every promotion that you can earn Wallet points through has a set expiry date for the points, which will be conveyed in the offer.
On web: You can check the next set of expiring points in the ‘My Wallet’ section under ‘My Account’
On our app and mobile web: In the ‘My Wallet’ section under ‘Profile’
Call centre: Our travel advisors can send a message to your registered mobile number with your balance and the number of points that will expire next20
Why can’t I see Wallet as a payment option?
If you are not logged in when making the booking, the Wallet will not appear on the payment page as a payment option and you won’t be able to use it. Please make sure you are always logged in when making a booking, as we are unable to deduct the Wallet points from your bookings afterwards.21
What if I change my phone number?
No problem. You can update your phone number on our website or app in your Profile/My Account. Once you update the number, you will receive an SMS with an OTP. Please ensure that you enter the OTP when prompted so that your new mobile number can be verified and is ready to use!22
Can I cash my points out?
No, points can only be redeemed towards bookings on tajawal. Points are non-transferable and cannot be exchanged for cash.23
What if I can’t see the points from my last booking?
If you recently made a booking and can’t see the points you earned for it, please follow these steps:
On web: Sign in and go to the ‘My Wallet’ section under ‘My Account’. You can claim your points using the “Claim them now” link.
On mobile web: Sign in and go to the ‘My Wallet’ section under ‘Profile’. You can claim your points using the “Claim them now” link.
On our app: Please sign out and sign back in to see the updated points in your account.
If you still don’t see your points, you can contact our travel advisors for assistance.