Helpcenter & Ondersteuning
Quickly find answers to questions about your booking, payments and conditions.
Topics
Booking and confirmation
Your booking is only final after successful payment AND receiving the final booking confirmation with PNR (Passenger Name Record) via email. We will send you three emails: a booking confirmation, an email invoice, and the official PDF invoice. Always check your spam folder.
Airlines require names and passport details to exactly match your Machine Readable Zone (MRZ) on the travel document. This PII (Personally Identifiable Information) is stored encrypted in our database and only shared with the service provider (airline) for ticket issuance.
PNR stands for Passenger Name Record. This is the unique reservation code created in the Amadeus/GDS system. After successful payment, this code is converted into a final e-ticket number. You use this code to check in with the airline later.
The three emails are (1) the reservation confirmation, (2) an email version of the invoice, and (3) the official PDF invoice. The PDF invoice is the most important document for your records and any claims or insurance. The final booking is only complete after receiving the PDF invoice.
Hotel bookings
Your hotel booking is final after successful payment and receipt of the hotelvoucher and the PDF invoice by email. The voucher contains the hotel reference of our partner (Ratehawk/ETG) and is your proof at check-in. Bring it with you (digital or printed).
Free cancellation: you can cancel your room free of charge up to a certain date (visible in the rate conditions). Only our €45 administration fee is withheld.
Non-refundable: the hotel charges 100% cancellation costs. You therefore pay for the room regardless of when you cancel. Pay close attention to these rate conditions before you book — with non-refundable rates the hotel portion is not recoverable.
That depends on the cancellation conditions of the rate you selected:
- Free cancellation (before the deadline): you get the full hotel amount back. Only €45 administration fee is withheld.
- Non-refundable booking: the hotel amount is not refunded. Only €45 administration fee is withheld.
Refunds are returned to your account within 14 days of cancellation.
For each change you pay €45 administration fee plus any costs from the hotel provider:
- Free cancellation rate: you only pay the difference in hotel price + €45 admin.
- Non-refundable rate: you pay the full new booking (the old one is fully cancelled without refund) + €45 admin.
Important: with non-refundable rates, changing is usually not financially favourable. You then lose the entire old hotel amount. In that case, consider simply using your existing booking, or making a separate new booking.
Yes. For a hotel booking you select the number of rooms and assign which guests sleep in each room. Adults, children and infants can be specified separately with date of birth. The price is for all rooms together, on one voucher and one invoice. Maximum 4 rooms per booking.
Sometimes yes. Our price covers your hotel room + Dutch administration fee. Possibly payable separately on site:
- Tourist or city tax (required by the municipality, often not included)
- Deposit / security deposit for apartments (refunded at check-out)
- Extra services: breakfast (if not booked), parking, minibar, room service
The exact details are on your voucher under "tax info" or "additional info".
Cancelling and changing
No. According to the EU directive (Directive 2011/83/EU), the 14-day right of withdrawal is **excluded** for services related to transport, accommodation, and leisure activities on a specific date. Your booking is final after payment.
Changes always incur costs. You will pay **administration fees to AiReisAgent** (€45 per service or €45 per adjustment/ticket change for hotel/car rental) AND any **change fees from the service provider** (airline, hotel).
No, a name change often depends on the airline and the booked fare. We cannot guarantee that the travel/service provider will accept a change. You must always contact our customer service if you need a modification.
Payment and invoicing
Yes. All payments are securely processed through our Payment Service Provider, Rabobank (Rabo Smart Pay). We use strict security protocols, including fraud detection and a secure dashboard.
After payment, you will receive a confirmation from your bank. Subsequently, you will receive three emails from us (reservation confirmation, email invoice, and PDF invoice). The booking is only final once you have received the PDF invoice with the ticket number.
Yes. If the payment is not immediately successful, the reservation (the PNR) is cancelled to prevent the ticket from being issued without payment. You will then need to start a new search and rebook the flight at the then-current price.
Our role and liability
AiReisAgent/LiteFeather acts exclusively as an **intermediary**. We facilitate the agreement between you and the service provider (airline, hotel). We are not a party to the final agreement for the travel/service itself.
The **executing service provider** (the airline or hotel) is responsible. AiReisAgent is not liable for the shortcomings of third parties. You must submit your claims (e.g., Regulation 261/2004) directly to the executing party.
Complaints regarding the execution of the flight or travel service should be submitted **directly to the relevant travel/service provider**. Complaints regarding AiReisAgent's mediation must be reported immediately to our customer service.