Frequently asked questions

If your question isn’t here, email info@flightscan.co.uk— we reply within 24 hours.

Before you book

Is my booking ATOL protected?

Flightscan sells flight-only airline tickets. We do not sell package holidays or flight-plus-accommodation combinations. Unless we expressly provide an ATOL Certificate at the time of booking, your booking is not ATOL protected. Your ticket is issued through our flight technology provider, and the contract of carriage is with the operating airline.

Protections that may apply to your Flightscan booking:

• Section 75 Consumer Credit Act — if you pay by credit card and the booking value is over £100, Section 75 protection may apply, depending on the circumstances and the legal supplier relationship for the transaction.
• Card-issuer chargeback — if a service fails or you have a dispute, you may have chargeback rights through your card issuer or card scheme. These rights are handled by your bank, not by Flightscan or Stripe.
• UK261 (retained EU 261/2004) — for flights departing the UK or arriving on a UK/EU carrier, you may be entitled to compensation and assistance for cancellation, long delay, or denied boarding. These rights are against the airline.

Do you charge booking fees?

No separate fees are added at checkout. The price shown on the search results is the price you pay. Our margin is embedded in the displayed total alongside the airline fare, taxes and any extras you select. There are no hidden charges added between search and payment.

Can I book for someone else?

Yes. The person making the booking must be 18 or over, and you will need each passenger’s name (exactly as on their passport or ID), date of birth, and for some routes, passport details. The booking confirmation will be sent to the email address you provide.

Why do I need to enter passport details?

Many airlines require Advance Passenger Information (API) before issuing your ticket, particularly for international flights. We pass these details directly to the airline to enable ticket issuance. We do not retain passport data beyond the duration required by the airline and the booking. See our Privacy Policy for full detail on data handling.

Is my card data secure?

Card details are collected directly by Stripethrough a secure hosted form — they never touch Flightscan’s servers. Stripe is PCI-DSS compliant. We never see, store or have access to your full card number at any stage of the booking.

Your booking

How do I get my e-ticket?

Once payment is received and the airline confirms ticket issuance, your booking confirmation and e-ticket are sent to the email address you provided. Most arrive within minutes. If you don’t see it after 30 minutes, check your spam folder; if it’s still missing, email info@flightscan.co.uk with your booking reference.

Who am I contracting with?

The airline. Flightscan acts as a disclosed non-IATA agent — we facilitate the booking and collect payment on the airline’s behalf, but the contract of carriage is between you and the airline. Your primary rights for anything to do with the flight itself (delays, cancellations, denied boarding) are against the airline. Full detail is in our Terms & Conditions.

What if my name on the booking doesn’t match my passport?

Most airlines do not permit name changes after a booking is confirmed. Where a name change is permitted, the airline will charge a fee and we cannot guarantee it will be approved. If you spot an error, contact us at info@flightscan.co.ukas soon as possible — the earlier we ask the airline, the more likely it can be corrected.

Changes, cancellations and refunds

Can I cancel within 14 days?

Generally no. Flight bookings are exempt from the 14-day cooling-off period under Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your cancellation rights are set by the fare rules of the ticket you purchased, which are shown before you pay. Most economy fares are non-refundable.

Can I change my flight?

It depends on the fare rules of your ticket. Refundable and flexible fares allow changes (usually for a fee plus any fare difference). Basic economy fares generally don’t. The exact rules for your booking are shown on the booking page before payment and are included in your confirmation. To request a change, email info@flightscan.co.uk with your booking reference.

What if the airline cancels my flight?

If the airline cancels your flight or makes a significant schedule change, you are entitled to a full refund or rebooking under the airline’s conditions of carriage. UK261 may also entitle you to compensation depending on the cause. Email info@flightscan.co.uk with your booking reference and we will liaise with the airline on your behalf.

What if my flight is delayed?

Long delays may entitle you to assistance (meals, accommodation) from 2–4 hours and compensation under UK261 where arrival is delayed by 3 hours or more, depending on the cause. These rights are against the operating airline. For active delays at the airport, the airline’s ground staff or phone line will be faster than emailing us. If you need help submitting a claim after the fact, we can liaise.

What if I miss a connection?

It depends on how the connection was booked. If both legs are on a single ticket (one booking reference, often called a “through ticket”), the airline is responsible for rerouting you on the next available flight at no extra cost if the missed connection was their fault. If you booked the legs as separate tickets, neither airline is obliged to rebook you, and a new ticket may be needed at your own cost.

How long does a refund take?

Where a refund is due under the fare rules or airline’s conditions of carriage, we submit the request to the airline and pass through any refund we receive to your original payment method within 14 business daysof receipt. We do not advance refunds before funds are received from the airline. Note that airline refund processing times vary — from a few days to several weeks — and are outside our control.

Special situations

What if I need special assistance?

If you or any passenger requires special assistance (wheelchair, visual or hearing assistance, or any disability-related requirement), please contact the airline directly after booking to arrange it. Assistance is provided by the airline and airport, not by Flightscan. Airlines are required to provide reasonable assistance under the Equality Act 2010 and UK accessibility regulations.

Still have a question? Email info@flightscan.co.uk— we reply within 24 hours.

See also: About · Contact · Terms & Conditions · Privacy Policy