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Frequently Asked Questions

  • How I change my password?

    Click on Login and sign in to your account.Once you Login, click on My Account, click 'Change Password' and reset your password.

  • How do I sign in to my account if I forget my password?

    If you’ve forgotten your password, Click on Login on Via.com.com. Click ‘Forgot Password’, provide your email address and we’ll send you an email with instructions.

  • How do I edit my account information?

    Sign in to your account from the Login section. Click on My Accounts and edit the details.

  • Is airport tax included in the ticket ?

    Yes, the airport tax is already included in the flight ticket.

  • Is the price shown on the results page the final price?

    Yes,the price shown on the search results page is the final price.We do not charge any Service or Payment Fee or No Hidden Charges.

  • Why did the price change when i clicked on the book button?

    This happens occasionally when the ticket is no longer available with the airline at the selected price

  • I want to book tickets for more than one passenger. Does the price shown on the search results page include the total fare for all the passengers?

    No, the price shown on the search results page is for one passenger. However once you select the flight and click on Fare details you can view the total fare breakdown for all the passengers.

  • Does Via.com provide Visa assistance?

    No, Via.com does not provide any Visa assistance. However you can read the Visa policy under Visa Information column in the bookings details page.

  • How do I get a boarding pass for an e-ticket?

    You need to show the print out of your e-ticket with your e-ticket number at the check-in counter. The airline representative will issue your boarding pass at that time.

  • How long before flight departure do I need to be at the airport?

    In case of domestic travel, Via.ccom requests you to arrive at the flight counter at least 2 hours prior to departure. In case of international travel, please arrive at least 3 hours prior to departure

  • What are the airline travel procedures for pregnant women?

    Pregnant women are required to submit a medical certificate authorised by a doctor at the Check-in Counter.

    Note: Airline is the final authority to take decision. Via.com will not be responsible if denied boarding due to any condition.

  • Do i need to carry my Credit Card while boarding the flight?

    No,It is not required to submit the Credit Card while boarding the flight for booking made through Via.com

  • What payment options does Via.com accept?

    Currently we accept payments using Debit /Credit Cards(Master/Visa/JCB),Internet Banking(BCA Klikpay,Mandiri Clickpay,CIMB Clicks) and ATM.

  • How do I know that my credit card information is safe on your site?

    Via.com is a VeriSign Secure Site. Any information you enter when transacting on Via.com is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional information disclosure to third parties.

  • What Is the Card Verification Number (CVV) on my credit card?

    The Security Code is an important new security feature established by credit card companies in an attempt to further reduce the risk of Internet fraud. This number never appears on sales receipts or billing statements and it is only found on the card itself. The cardholder is required to enter the code number at the time of the transaction to verify that the card is in their possession.

  • Where is the Card Verification Number (CVV) located on my credit card?

    Visa/MasterCard: Three-digit code after the last four digits of your credit card number on the back of the card within the signature field. American Express: Four-digit number on the front of the card on the right hand side above the card number.

  • Under what name will my purchase be charged on the credit/debit card statement?

    Your purchase will be charged under Pt Adya Tours(Via.com)

  • Why did my booking get aborted?

    This happens when incorrect/incomplete payment details has been entered during the payment process.We request you to please verify the payment details and retry the booking.

  • What happens if payment has been deducted from my account/Card but thereafter the booking was aborted?

    If payment has been deducted from your account/Card and the booking was aborted we would automatically refund the full amount and same would reflect in your account/card statement within 7 working days.

  • Can i make the payment through Bank Transfer ?

    Yes, you can also transfer the payment to our below Bank account. Once the payment is transferred we request you to mail us the proof of payment to cs@via.com along with the Via.com reference number.

    Bank Name

    Account Number

    Branch

    Account Holder Name

    MANDIRI

    103-0022-2333-38

    KCP Jkt Sarinah

    Pt.Adya Tours

    BCA

    075-7222-233

    Sabang

    Pt.Adya Tours

  • Is there any Payment Fee if I book through Via.com?

    No,Via.com does not charge any payment fee or booking fee for any transaction.

  • I had selected ATM for payment mode and realised the time limit has expired. Can i still make the payment?

    No, the payment would not be accepted in the ATM machine once the timelimit is expired. We request you retry the booking and follow the same procedure.

  • How do I know if my reservation is confirmed?

    You will receive an SMS and email on confirmation of your booking with Via.com. To prevent our mails from landing in your junk/spam folder, make sure you add our email id cs@via.com to your Primary list. You can also check the status of your booking in “Booking Status “section from Via.com home page.

  • Do I need to confirm my flight reservation?

    There is no need to confirm your reservation. If you need any information, you can login to your Via.com account or reach our customer support team for any assistance 24/7 .

  • What is the maximum number of seats I can book?

    A maximum of 9 passengers can be booked at one time. If you wish to book for more than 9 passengers please send an email to cs@via.com we would be glad to assist you.

  • How do I book online with a single name?

    As per the Airline policy it is mandatory to enter first (given name) and last name (surname) for booking any ticket. However you can enter same name i.e, first name in the last name column, Example: First Name: Mr. Agus, Last Name: Agus for Domestic airline’s. For Booking International airline’s with single name we request you to reach our customer support team for assistance as the Policy vary from airline to airline.

  • Is Via.com E-ticket copy Valid for travel?

    Yes,Via.com e-ticket copy is valid for travel ,Please find the below steps to Print your ticket copy.

    1. Sign-in to your Via.com account.
    2. Click on My Bookings.
    3. Print a copy of your ticket

  • How do I get my flight e–ticket details?

    We’ll send your e–ticket details to the email address provided by you during the reservation.

  • What documents do I need to carry to check-in for my flight?

    It is mandatory to carry a government issued photo identification id proof(KTP/SIM/Passport) along with the e-ticket copy. The same is verified by the airport security as well as the airline at the check-in counter. On presenting your photo ID proof and e-ticket copy, your boarding pass will be issued. For international flights, your passport is the only valid photo ID proof that will be accepted, It is not mandatory to carry the credit/debit card that was used to make the payment at the time of the booking. In case of international travel, each passenger must ensure that they carry a valid visa, transit visa (if applicable) and carry a valid passport with minimum of 6 months as on date of travel.

  • What is the minimum age to travel alone in a flight?

    The minimum age to travel alone in a flight is 12 years. However this may differ from airline to airline. If you are travelling as an Unaccompanied Minor, please notify the airline and ensure you submit all the applicable documentations.

  • Can I book tickets for infants on Via.com?

    Yes, you can book flight tickets for infants less than two years of age. To avail the infant fares, the infant must be under 24 months of age throughout the entire itinerary that you're booking. This includes both outbound and return journeys. If the infant is 24 months or above on the return journey, you need to make a separate booking using a child fare.

  • While travelling with an infant on the flight, is there anything I must know?

    Make sure they have valid proof-of-age documents when they're checking in, and remember that infants must be accompanied by an adult at least 18 years old. You can book no more than one infant per adult.

  • I have booked my ticket, but I need to add my child now. How do I do it?

    Please Send us your request to our customer support team and let us know your existing booking details. Our Customer Support team will assist you with the booking.

  • I have entered the wrong name. How can I change it?

    The airline doesn't allow name change on the ticket, you'll have to cancel and re-book the ticket. An airline cancellation charge is applicable.

  • I selected the wrong prefix (Mr/Mrs) to a passenger's name while booking. How can I get this changed?

    Send us an email with your Via.com reference number. We will contact the airline and assist you if remarks can be added,If the airline does not accept the request the booking needs to be cancelled and re booked with the correct title.

  • How do I change or cancel a booking?

    Log onto Via.com, click on “My Bookings” and enter the Via.com Reference number. Choose the booking you wish to cancel and queue the booking for cancellation. You can also cancel the booking offline by reaching our Customer Support team.

  • What are the cancellation charges?

    For any cancellation charges information please click on fare rules under the Search details column, cancellation charges will vary Airline to Airline .

  • How long does it take to process a refund?

    For any ticket which is cancelled before the departure time, the amount will be refunded back to your account in 24 hours. However it will reflect in your account within 3-7 working days if the booking is done through credit/debit card.

  • How can I get a refund for tickets that I have directly cancelled with airlines?

    Log onto Via.com and enter the Via.com Reference number by clicking on "My Bookings". Choose the booking you wish to cancel and queue the booking for cancellation. You can also cancel the booking offline by reaching our Customer Support team.

  • How would i know if the refund is processed ?

    We will send an email notification once the amount is refunded to your account.

  • Will I get full refund if the flight is cancelled by airline ?

    Full refund policy varies from airline to airline, please contact our Customer Support team for more information.

  • I received a notification from the airline stating my flight is cancelled and they have provided an alternative flight. Can i get a full refund instead ?

    Full refund policy varies from airline to airline, please contact our Customer Support team for more information.

  • I booked a flight ticket on a LCC carrier for an International destination? Can I cancel the ticket?

    Your tickets are not cancellable if you booked Airasia,Tiger Air & Jetstar flights.

  • How can i change the travel date of my ticket ?

    You can reach our customer support for rescheduling the ticket ,our travel experts will assist you with change in your travel date.

  • How do I get my ticket(s) after an amendment?.

    Once your ticket is re-scheduled Via.com Customer Support team will send you the new ticket copies to your email id.

  • How can I add baggage ?

    For pre-booking , search your preferred destination, select your preferred flight ,enter your name as per the valid id proof ,email and mobile number and choose the preferred baggage.

    If you would like to add on additional baggage post booking confirmation, reach our customer support team for assistance.

  • How can I add meal plan ?

    For pre-booking , Search your preferred destination, select your preferred flight ,enter your name as per the valid id proof, email and mobile number and choose the preferred meal.

    If you would like to add on meal to your booking post booking confirmation, reach our customer support team for assistance.

  • How do I confirm my seat assignment?

    For Pre booking, Search your prefferred destination ,select your preferred flight , enter your name as per the valid id proof ,email and mobile number and choose the required seat .

    If you would like to assisgn Seat post booking confirmation,reach our customer support team for assistance.