Frequently Asked Questions
Frequently Asked Questions
Got a question that needs answering? Browse through our popular topics and see if your question is included in our FAQ.
Booking related queries1
What is an e-ticket?
An e-ticket is an electronic ticket that contains all the information shown on a paper ticket (or itinerary) 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 with the booking reference shown. 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 return trip or one way (it defaults to return).
- Select your return date.
- Select how many passengers are travelling (it defaults 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. This may sound like a lot, but it's much simpler when you actually try it out!
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 almosafer?
Almosafer currently does not accept online cancellation or amendment requests. However, you can contact Almosafer customer support team 24/7 to assist you with that. Please remember to check the cancellation policy before making any changes to your reservation. 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, Almosafer charges a cancellation/amendment fee of SAR 40 per ticket.5
What is the difference between a direct flight, a Nonstop flight and a flight with a connection?
Many people think non-stop 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. Passengers are not allowed to disembark from the flight during these stops, which normally lasts 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 reservation, you should receive an email or 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 .7
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 set according to 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 and all transits were 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
Are my credit card details safe?
Almosafer 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 secure information through phone or e-mail.
- Your personal data details are encrypted and secure.
How do I use my voucher code?
Copy the voucher code and paste it in the 'voucher box' 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 booking11
Can I make reservation for more than 9 passenegers in the same booking
It is not possible to book for more than 9 people at the same time. BUT you can make two separate reservations on the website. Please bear in mind that we cannot guarantee that there will still be seats available when you make the second reservation as you might have grabbed the last seats with your first booking. If you need any further assistance please call our customer support team.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 Correction1
What do I do if my name is misspelled on the booking?
Most airlines allow for minor corrections to misspelt 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 can ask the airline for a name correction. The final approval comes from the airline. Kindly make sure you always enter the correct name as mentioned on 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 reservation and book a brand new ticket following the airlines rules and regulations.3
What should I do if I changed my name since I made the flight booking?
If a female traveller 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? Changes
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
What is an e-ticket?
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. flynas, Fly Dubai, Air Arabia etc), changes can only be done by contacting Almosafer customer support team 24/7.
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, Almosafer charges a cancellation fee of SAR40 per Ticket.
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.
- Ticket change cost example.
- Today's flight cost: SAR500.
- Original booking amount: SAR400.
- Difference in airfare: SAR100.
- Airline change fee: SAR100.
- Almosafer processing fee: SAR25.
- Total amount payable by passenger: SAR225.
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 us as soon as you see a possibility of a delay on your way to the airport to 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 us directly. Usually, the airlines may provide a non-refundable, non-transferable credit shell for future use.
Fortunately, for 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 booking. 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, Almosafer charges a cancellation fee of SAR 40 per ticket.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, routeing, or capacity. Airlines may also make changes due to adverse weather, mechanical or crew issues. We will notify you by email if your reservation 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 in case 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 processed 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 same 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 Almosafer fees, cashback, discounts availed shall be deducted from the refund amount. The refund process will take 2 working days and the amount will reflect in your account within 15-20 working days depending on the issuing bank.2
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.3
What is a service fee?
To help cover the cost of providing access to certain airlines, we a service fee every time a reservation is confirmed.4
Is the service fee refundable?
No, the service fee is not refundable.5
Will I receive a receipt or invoice for payment?
You can get the invoice of your booking by logging into your Almosafer account and clicking on the trip invoice you want to print. You can view, email and print this invoice from your accounts page.6
How do I use the voucher code?
Copy the voucher code and paste it in the 'voucher box' 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.7
How is the service fee calculated?
The amount of this service fee varies based on a percentage of the booking total. This is applicable on a per passenger basis.8
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.9
What do I need for making an online payment
All you need is a valid credit card.Other service requests1
What do I do if a booking fails?
In the unlikely event that a booking has failed, we shall call and assist you in confirming the booking offline. Please avoid making 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 scenario, the seat may have been booked by another passenger resulting in your 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 between airlines. Please check your itinerary when booking your ticket where the allowances will be clearly mentioned. We will also offer the option of purchasing additional baggage allowance for your trip.
ou can find information about baggage allowances, prohibited items, and sports equipment on the respective airlines' website. Please see the below link to your airlines' baggage policy. For a comprehensive list of permitted and prohibited items in carry-on and checked baggage, please read the Transportation Security Administration's (TSA) Prohibited Items. You can often save money by checking in and paying baggage fees on your airline's website before your flight. 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 flight will be subjected 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 a change fee may apply to each ticket. Please contact Almosafer for assistance with any changes. Rules and restrictions may be different for each ticket. Apart from the cancellation charges levied by the airline, Almosafer charges a cancellation fee ofSAR 40 per ticket 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 en route. 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 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 centres in Saudi Arabia are, please contact the Ministry of Health directly here. To enable screen reader support, press shortcut ⌘+Option+Z. To learn about keyboard shortcuts, press shortcut ⌘slash. here.9
After paying online if I did not receive my eticket, what shall I do?
If you did not receive your e-ticket within 24 hours or your flight is soon, please contact Almosafer customer support team.10
How do I travel with an infant / request a baby basket?
Children under the age of 2 will not get their own seat. They will have to sit on an adult's lap. Most airlines offer baby baskets to be requested on long haul flights. To make this request, please contact us. A service fee may apply to process this request.11
Can I redeem airmiles when I make a booking with you?
Unfortunately, we can't help you redeem your air miles (for example if you would like to book your flight using your accumulated credit). This must be done directly through the airline. You will also need to contact the airline directly if you want information about the status of your frequent flyer account.
What we can do is make sure that your frequent flyer air miles are credited to your account when you book with us. Please contact us, via email on Flightsupport@almosafer.com or by telephone on +966 920000997.
A service fee may apply to process this request.12
How far in advance can I book an air ticket online?
Since we use the same reservation system used by airlines and travel agencies around the world, the system permits reservations for travel within 330 days. This means we are unable to display availability for reservations further in advance than this. To reserve a flight on, please wait until your travel falls within this range.13
Why does my itinerary say there are seats available, but when I go to reserve them it says none are available?
Since we use a real-time reservation database, availability can change between the time an itinerary is created and when a ticket is reserved or purchased. Tickets are constantly being sold around the world so a flight can be fully sold out minutes after your search.14
Can I hold a reservation?
Airline regulations prohibit us from holding reservations. You need to purchase the ticket(s) immediately as airfares are not guaranteed until being ticketed.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 Almosafer 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 centres 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 an Almosafer 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 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 match your specific requirements.3
What if I need a specific type of accommodation (non–smoking, wheelchair friendly, etc.)?
You can always use the filters to find the accommodation that has the 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 later.
Upon completion of your booking for a pay later hotel, 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.2Currency Conversion1
Based on the web or app country selected, you will be charged in the local currency of the respective country.
- almosafer.com payments are charged in Saudi Riyals
- sa.almosafer.com payments are in Saudi Riyals
- ae.almosafer.com payments are charged in Emirates Dirhams
- kw.almosafer.com payments are charged in Kuwaiti Dinars
- eg.almosafer.com payments are charged in Egyptian Pounds
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 institute, additional charges may apply, according to your bank’s policy.Rooms1
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 in your confirmation email or voucher.2
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.3
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.4
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").5
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.6
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.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 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 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 966 9200 00997 or internationally at 966114846262 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 customer support, 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 accommodation’s 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 your reservation details, including the Almosafer 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 our customer support team and we will gladly help you out.Cancellations and changes1
How can I cancel or change my reservation on Almosafer?
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 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 Almosafer'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 4 working days from the cancellation request. However, it may take longer to reflect in 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 our customer support team and they 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 our customer support team and they 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 customer support team will find the best possible solution for you. Please contact us with your Almosafer 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 Saudi Arabia, VAT is applicable as of 1st January 2018.3
Where can I read the full VAT law?
The VAT law in Saudi Arabia is available on the General Authority of Zakat and Tax (GAZT) website.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 KSA 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.
VAT is the indirect tax on the consumption or use of goods and services, mandated by the KSA government.Qitaf1
How do I pay using Qitaf points?
Paying with Qitaf points is simple.
Once you’ve chosen your preferred hotel or flight, proceed with the booking process. On the payment page, select the option: ‘Redeem Qitaf points’ Next, enter your Qitaf-registered mobile number and click on ‘Request PIN’ to receive a one-time authentication code. Enter the amount you want to redeem and the PIN you received via SMS, then click on ‘Redeem points’ and complete your booking.
Once you’ve chosen your preferred hotel or flight, proceed with the booking process. In the payment section, select 'Use Qitaf points' under 'Select payment method'. Enter your Qitaf-registered mobile number and tap on 'Request PIN'. Enter the amount you want to redeem and the one-time PIN you receive via SMS. Complete your booking.2
Can I use Qitaf points to pay a part of the total booking amount?
Yes, depending on your Qitaf points balance, you can pay the full amount or part of it using Qitaf points. Simply enter the amount you want to redeem. You can use another payment method, such as credit card, to pay the remaining amount.3
How do I earn Qitaf points on my booking?
Once you’ve chosen your preferred hotel or flight, proceed with the booking process.
On the payment page, select the option: ‘Earn Qitaf points’ Enter your Qitaf-registered mobile number, then click on ‘Continue’ and complete your booking. You will earn your Qitaf points within 48 hours of completing your trip.
Once you’ve chosen your preferred hotel or flight, proceed with the booking process and pay using your preferred payment method. In the payment section, choose ‘Earn Qitaf points’. Enter your Qitaf-registered mobile number and complete your booking. Your points will reflect in your Qitaf account within 48 hours of completing your trip. If you are paying for your booking with Qitaf points, you will have the option to select 'Use the same number to earn Qitaf points' to earn points on the same transaction.
Note: You cannot earn points for holiday package bookings.4
Can I earn Qitaf points on flight bookings?
You can earn points on flight bookings.5
If I cancel my booking, will I get a refund for my Qitaf points?
No, if you cancel your booking, your Qitaf points cannot be refunded. Instead, you will receive a travel gift voucher of equivalent value from Almosafer. If you have paid partially by Qitaf and partially by card, the amount you paid by card will be refunded. The amount paid using Qitaf points will not be refunded, but you will receive an Almosafer travel voucher of equivalent value. You cannot earn points on cancelled bookings.
You cannot earn points on cancelled bookings.6
Can I use Qitaf points along with another offer or voucher code?
No. Qitaf points cannot be used in conjunction with another discount voucher code.7
What if I enter the wrong number when trying to earn Qitaf points on a transaction?
Please contact customer support.8
I did not receive my Qitaf points after checking out from the hotel. What do I do?
If you don’t receive your Qitaf points within 48 hours of checking out from the hotel, please contact customer support.9
I did not receive my Qitaf points after completing my trip. What do I do?
If you don’t receive your Qitaf points within 48 hours of completing your trip, please contact customer support.10
How will I know how many Qitaf points I will earn after making the payment?
Your booking confirmation email will mention how many Qitaf points you will earn. The points will reflect in your Qitaf account within 48 hours of completing your trip.11
How can I know how many Qitaf points I have redeemed after making the payment?
You can see the number of points redeemed in your Qitaf account.ALFURSAN1
What is ALFURSAN?
ALFURSAN is SAUDIA’s loyalty programme that rewards frequent flyers with a range of benefits and privileges through ALFURSAN reward miles. You can now earn ALFURSAN reward miles on all hotel bookings made on Almosafer. During select promotional periods, you can also earn bonus ALFURSAN reward miles on SAUDIA flight bookings, in addition to your regular frequent flyer miles. You must have an ALFURSAN membership with SAUDIA to be able to earn miles through Almosafer.2
How do I earn ALFURSAN reward miles?
Once you’ve chosen your preferred hotel or SAUDIA flight, proceed with the booking process.
1. In the payment section, choose ALFURSAN reward miles under 'Earn rewards (optional)'.
2. Enter your ALFURSAN membership number and proceed with the payment.
3. Complete your booking. You will receive the miles after completing your hotel stay and it can take up to 14 days to reflect in your account.
1. In the payment section, choose bonus ALFURSAN reward miles under 'Earn rewards (optional)'.
2. Enter your ALFURSAN membership number and proceed with the payment.
3. Complete your booking. You will receive the miles after completing your trip and it can take up to 14 days to reflect in your account.
Note: If you want to earn regular frequent flyer miles, you have to enter your ALFURSAN membership number in the traveller’s details page separately.3
Can I redeem ALFURSAN reward miles on my bookings?
No, you cannot use ALFURSAN reward miles to pay for your bookings. You can only earn miles.4
What can I earn ALFURSAN reward miles on?
You can only earn points on hotel and SAUDIA flight bookings (during select promotional periods).5
Can I earn bonus ALFURSAN reward miles for SAUDIA flights with multiple carriers?
For domestic flight bookings with mixed carrier options (e.g. return trips where the outbound flight is with SAUDIA and inbound flight is with another airline), you will only receive bonus miles for the leg flown with SAUDIA. In the case of international mixed carrier options, you will not get bonus miles; All legs in the itinerary must be operated by SAUDIA for the booking to be eligible for bonus miles.6
When will I get the reward miles?
You should receive the reward miles within 14 days of completing your stay or trip. The miles will reflect in your ALFURSAN account.7
Can I use ALFURSAN reward miles along with another offer or voucher code?
No, you cannot earn ALFURSAN miles on bookings where you’re using a voucher code or an auto-applied discount.8
Can I earn both ALFURSAN reward miles and rewards from other loyalty programmes on my booking?
No, you cannot earn ALFURSAN reward miles along with rewards from any other loyalty programme. You can only earn rewards from one loyalty programme per booking. For example, you cannot earn ALFURSAN reward miles along with Qitaf points or earn miles on bookings paid for using Qitaf points.9
If I cancel my booking, will I still earn ALFURSAN reward miles?
No, if you cancel your booking, you will not receive ALFURSAN reward miles. If you only cancel part of the booking (for e.g. reducing the number of nights for your hotel stay or cancelling one leg of a flight), you will be awarded miles for the part of your booking that is still confirmed.10
I forgot to add my ALFURSAN membership number while booking online/ via the app. Can I still earn reward miles?
Yes, you can. Please contact our customer support team after completing your booking or you can directly place your request via our Rewards Request Form.11
What should I do if I don’t receive my ALFURSAN reward miles?
If you don’t receive your ALFURSAN reward miles within 14 days of completing your hotel stay or trip, please contact customer support.My Wallet1
What is Almosafer Wallet?
Almosafer 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 of your discounts in the form of points. 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 credit that will be added as points to your Wallet. Some offers may only give Wallet credit without a discount.
The points you earn will be added to your Wallet and displayed in the equivalent SAR value. Every point earned equals SAR 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 KSA version of our website and app as well as our call centre, branches or WhatsApp number.
On web and app
- 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*. If it’s a voucher code for credit 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 need to send an email to email@example.com to receive your points.
Via our call centre, branches and WhatsApp number
- 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 an Almosafer account and are using a voucher code that is eligible for earning points)
Please note that you cannot earn points on ‘Pay Later’ hotel bookings; only bookings that are paid for immediately are eligible.3
How can I redeem Wallet points?
You can redeem Wallet points on bookings made through the KSA version of our website and app as well as our call centre, branches or WhatsApp number.
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, branches and WhatsApp number
- To be able to redeem Wallet points via our call centre, branches and WhatsApp number, 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, cash or bank transfer at the branch or via card or bank transfer through the call centre and WhatsApp.
Please note that you cannot redeem points on ‘Pay Later’ hotel bookings; 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. SAR 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 Almosafer (as per the above example, you will be charged 1,000 points and Almosafer 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 paid for immediately are eligible. Wallet points cannot be redeemed on ‘Pay Later’ hotel bookings. If you are using the website or app, please make sure you have Kingdom of Saudi Arabia as your selected country. In our branches and via our call centre or WhatsApp number, you can redeem Wallet points towards other services too, such as holiday packages and transfers.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
Can I earn other loyalty rewards when redeeming Wallet points?
No. Bookings paid for by Wallet points are not eligible to earn rewards, such as ALFURSAN miles or Qitaf points.9
Can I earn other loyalty rewards when earning Wallet points?
No. When earning Wallet points, you are not eligible to earn rewards from loyalty programmes for e.g. ALFURSAN miles or Qitaf points. You also can’t redeem Qitaf points.10
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 and WhatsApp: We accept credit and debit cards as well as bank transfers.
- At our branches: We accept bank transfer, cash or credit/debit card where applicable.
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 visit: https://www.almosafer.com/en/faq). 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.12
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 Almosafer Wallet after approximately 20 minutes.13
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/branch: 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.14
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.15
What if I forgot to mention that I want 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.16
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.17
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. Please contact us at firstname.lastname@example.org and we will link the booking to your account and allocate the points to your Wallet. However, please note that this process may take up to 5 days.18
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.19
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 PWA: Your balance is displayed in the ‘My Wallet’ section under ‘Profile’
Call centre/branch: Our travel advisors can send you an SMS with your balance to your registered mobile number20
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 PWA: In the ‘My Wallet’ section under ‘Profile’
Call centre/WhatsApp/branch: Our travel advisors can send a message to your registered mobile number with your balance and the number of points that will expire next.21
What happens if I was not logged in when making a booking?
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.22
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!23
Can I cash my points out?
No, points can only be redeemed towards bookings on Almosafer. Points are non-transferable and cannot be exchanged for cash.