Welcome to the Universal Flights Help Centre
Need a hand? Whether you're booking your next adventure or just double-checking the details, we've got answers to the questions we get asked the most. If you still need help, give us a shout — we're happy to assist.
Booking & E-Tickets
When will I get my tickets?
Once your booking’s confirmed and payment’s gone through, we’ll email your e-ticket straight over – usually within a few hours. During busy spells, it might take up to 24 hours. Flying soon and still waiting? No stress — drop us a message with your booking reference and we’ll sort it.
What’s an e-ticket and how do I use it?
An e-ticket is your digital boarding pass. It’s got your flight info, booking reference, and travel details – no need to print anything! Just flash the email or PDF on your phone at check-in, along with your passport or ID.
Can I check or change my booking online?
Not at the moment — we’re old-school on this one. If you need to tweak your booking, our friendly team will sort it for you. Have your booking reference and the lead passenger’s surname ready when you get in touch.
Payments & Fees
What cards do you take?
We accept:
- Visa / Visa Debit
- Mastercard
- Maestro
We don’t currently accept PayPal, Klarna, or other “buy now, pay later” options.
Are there any card fees?
No card fees for UK-issued personal debit or credit cards – what you see is what you pay.
Heads up: If you're using a business card or a non-UK card, there may be a small processing fee.
Can I pay in instalments?
Yes, but only through our team. If you’re booking online, it’s full payment up front. But if you want to spread the cost, just contact us – we offer flexible payment plans with deposits from as little as £50 per person (varies by airline, destination, and fare type).
Baggage & Check-In
How much luggage can I bring?
Baggage allowance depends on your airline and ticket type. Here's a general guide:
- Economy: 1 hold bag (20–23kg) + 1 cabin bag (7–10kg)
- Premium Economy: 2 hold bags (23kg each)
- Business: 2 hold bags (up to 32kg each) + 2 carry-ons
Check your e-ticket for the exact allowance – it’s always listed there.
Can I add extra bags later?
Yes! Just head to the airline’s website and use their “Manage Booking” section. Extra baggage is usually cheaper online than at the airport.
What time should I get to the airport?
To keep it simple:
- International flights: Get there at least 3 hours early
- Domestic flights: Aim for 2 hours ahead
It’s always better to be early than risk missing your gate – especially during school holidays or busy weekends.
Changing Plans & Getting Refunds
Can I change my flight after booking?
Usually yes – but it depends on the airline and the fare you booked. To make changes:
- Contact our support team
- Let us know what needs changing
- We’ll check with the airline and let you know any fees or restrictions
Bear in mind: discounted and promo fares often come with strict rules or may not be changeable at all.
How do I cancel a booking?
Give our Customer Support team a ring or message, and we’ll walk you through it.
Cancellation fees may apply depending on the airline and how close it is to your departure date.
Will I get a refund?
It depends on your ticket type.
- Flexible fares may be refundable
- Promotional or special offers are often non-refundable
We’ll always do our best to claim back what we can, but refunds are subject to airline approval and can take up to 12 weeks.
Travel Documents & Entry Requirements
What is Advance Passenger Information (API)?
Some countries need a few extra details before you fly — like your passport number, nationality and date of birth. If your airline requires it, we’ll let you know. Make sure you fill it in on time – or you might be denied boarding.
Do I need a visa?
That depends on where you’re going and your nationality. It’s your responsibility to check. We recommend using trusted resources like official embassy websites or IATA TravelCentre. Always double-check before you fly.
Do I need travel insurance?
Not compulsory, but highly recommended. A solid travel insurance policy can cover:
- Cancellations
- Lost or delayed luggage
- Flight disruptions
- Medical emergencies abroad
We don’t sell insurance ourselves but we’re happy to point you in the right direction.
Special Assistance & Accessibility
How can I request airport assistance?
If you need a bit of extra help (like a wheelchair or someone to guide you through check-in), we’re here to help. Let us know:
- When you book
- Or at least 48 hours before you fly
We’ll work with the airline and airport to get everything arranged.
Can I request a special meal?
Yes – most long-haul carriers offer a range of meal options, including:
- Vegetarian, Vegan, Gluten-Free
- Kosher, Halal and other religious diets
Let us know at least 48 hours before departure, and we’ll request it on your behalf.
Need to Get in Touch?
Still unsure? Our friendly team is just a message away.
Support Opening Hours:
Monday - Friday: 07:00 – 21:00
Saturday & Sunday: 09:00 – 16:00
Handy Travel Tips Before You Go
- Check your passport expiry – many countries need at least 6 months left
- Screenshot your tickets and save offline copies
- Sign up for airline alerts to get instant gate and delay updates
- Download maps and translation apps before you jet off
- Pack your essentials in hand luggage (just in case your suitcase goes sightseeing without you)
Let Universal Flights take the stress out of your travel.
Wherever you're off to, we're here to make your journey smooth from the moment you book to the moment you land.
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