Frequently asked questions
After making a booking on our website, it may take up to 24 hours to process your payment and issue the e-ticket(s). An email including your e-ticket number(s) would be emailed to you shortly after this. This is usually found close to the bottom of the email.
Some low cost carriers do not produce an e-ticket number. These airlines will usually have a barcode instead of an e-ticket number on the boarding pass. Boarding passes are issued during check-in.
All confirmed bookings will have an airline reference number. This is stated on your e-ticket and in the confirmation email.
Guvana does not provide advice for visas, passports, and travel documents, since these rules differ from country to country. It is your responsibility to have the right travel documents for your whole journey. If you don't have the proper and valid documents, you may be denied boarding or denied access to the country. Some countries even require a visa if you only transfer in that country and do not leave the secure area at the airport.
While proof of an e-ticket or hotel booking can be established using your phone, we recommend to carry printed copies as a back-up in case your electronic device fails to operate.
This varies from airlines to airline and also depends on your travel route.
If you have already booked your ticket, you will find the luggage allowance in the e-ticket details sent to you. If you have not yet booked your ticket, please check the baggage policy in each airlines website. If there are different airlines and different policies, the most restrictive policy would apply.
For a wholly domestic itinerary, usually there is zero checked baggage allowance. For wholly international itineraries, usually the first check-in bag is free. Weight and size limitations apply.
If you have a need to carry medical luggage, please send us an email to booking@Guvana.com with your confirmation number and requirement, so that we can contact the airline and try to make those arrangements for you.
Other special luggage requests should be requested directly with the airline on their website. You can usually sign in using the airline confirmation number. If your journey includes multiple airlines, you would need to contact the first airline of each journey segment and make the request.
This usually needs to be booked directly at the airline website by logging in using the airline confirmation number. If multiple airlines exist in your journey, the first airline of each travel segment should be contacted.
Each airline has different policies for taking pets onboard or in the cargo hold. Different conditions and costs vary for each airline. Please contact each airline on your flight itinerary and view their websitesfor more details.
The online check-in procedure is different from airline to airline. Most airlines allow you to check-in online 24 hours prior to departure. You would need to log in to the airline website to start the process. All customers are requested to check-in online and check flight schedules constantly on the airline website.
This can happen due to system issues or different airline policies especially when travelling on multiple airline itineraries. First make sure that the information you have entered is correct. If so, call the airline and check with them if the failure to check-in is only temporary. If check-in is not possible, then you would need to proceed to the airport counter at least 3 hours prior to departure for international flights and 2 hours prior to departure for domestic flights, to start the check-in process. Please check the airline website for any changes to these typical time estimates.
Changing and Cancelling
All airfares are governed by rules and restrictions. The possibility of date changes or flight changes will depend on the nature of the fare and the airlines involved. Changes if allowed will incur fees in addition to an increase in the fare and/or taxes. We will be able to assist change requests at least 5 days prior to departure date of an existing ticket or new flights, whichever is earlier. Our service fees apply. In some circumstances, some airfares do not allow changes.
To review your flight change options, contact us at least 5 days before your original flight departs, to booking@Guvana.com and include ‘Flight change’ in the subject line and your confirmation number and request in the body of the email.
Airlines do not allow name changes to e-ticket. All airline tickets are non-transferable.
If you made an error in the name at the time of making the booking, contact us immediately within 6 hours of reserving the flights, to review some limited options.
Email booking@Guvana.com and include ‘Name change’ in the subject line and your confirmation number and request in the body of the email.
Each hotel has different rules and restrictions. A possibility of any changes to the dates or hotel depends on the rate booked and the hotel involved. Changes if allowed will incur fees in addition to an increase in the rate and/or taxes. We will be able to assist change requests at least 5 days prior to arrival date of existing booking. We will apply a service fee as well. In some circumstances, some rates do not allow changes.
Hotel bookings are always non-transferable and name changes are not allowed.
To review your hotel change options, contact us at least 5 days before your hotel stay begins, by emailing booking@Guvana.com and include ‘Hotel change’ in the subject line and your confirmation number and request in the body of the email.
Each airline ticket will have conditions regarding cancellation. Most airline tickets are non-refundable. If refundable, unutilized tickets may be refunded 5 days prior to departure subject to a refund penalty and Guvana cancellation fee. Non-refundable tickets will not receive a refund or credit.
To review your flight cancellation options, contact us at least 5 days before your original flight departs, by emailing booking@Guvana.com and include ‘Flight cancel’ in the subject line and your confirmation number and request in the body of the email.
Each hotel will have conditions regarding cancellation. If refundable, and unutilized hotel stay may be refunded 5 days prior to the start of the hotel stay, subject to a refund penalty and Guvana cancellation fee. Non-refundable hotel bookings will not receive a refund or credit. For any last minute cancelations, please contact the hotel directly.
To review your hotel cancellation options, contact us at least 5 days before your hotel stay begins, by emailing booking@Guvana.com and include ‘Hotel cancel’ in the subject line, your confirmation number, and request in the body of the email.
If the free seating option is available and a seat has been assigned to you, you may find it is the e-ticket sent to you. Some airlines do not allow free seating and charge for preferred and special seating.
Airlines mostly limit free seating availability even if allowed. Guvana is unable to guarantee specific seating as these are directly controlled by the airline and can also change due to aircraft equipment changes.
If pre-seating is available, you can assign seats for yourself by logging on to the airline website using the airline confirmation number found on the e-ticket sent to you.
Airlines may charge for pre-seating for each flight. Airlines may also restrict pre-seating until check-in.
If this is allowed and seating is available, you may change your seating by logging on to the airline website using each airline’s confirmation number. Airlines may charge for the new seating even if the original seating was assigned free of charge.
Airlines mostly limit free seating availability even if allowed. Guvana is unable to guarantee specific seating as these are directly controlled by the airline and can even change due to aircraft equipment changes.
We are sorry to hear that you had to undergo such as experience.
Each airline has different policies for delayed or lost luggage. Please contact the customer service of the final airline on your trip and inquire about the procedure and what compensation is offered.
Guvana is a travel agency that compares millions of flights to offer you the best options. While we do not charge separate booking fees for reserving international flights or hotel stays, we do have booking fees for domestic flights. Changes and refunds would also incur our fees in addition to airline and hotel penalties.