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FAQ'S

HOW CAN WE HELP YOU?

What’s an e–ticket?

E-ticket stands for Electronic ticket. It takes away the pain and hassle of maintaining a conventional paper ticket, E-ticket is easy to maintain and can be availed via e-mail within 30 minutes of online flight booking. Simply print the E-ticket and produce it to the airline counter when checking-in.

What is the maximum number of seats I can book?

A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travelers you will have to repeat the booking process for the additional travelers.

Can I book a multi–city trip?

This feature is currently not available.

Can I book tickets for infants?

Yes. Infants under the age of 2 years can travel without any separate booking. Make sure that infant must be 24 months or below throughout the booked travel. If the infant is above 24 months during the return journey, the infant ticket will be cancelled which may cause booking of a separate ticket as per the child fare. Remember to carry valid age proof or birth proof documents of the infant. You can book no more than one infant per adult.

What could cause “zero flight results” error?

To eliminate the error, Clear your browser cache and try the search again.

If the error persists it could be due to either situation:

- We can’t find flights for the specified route or

- Flights are not available on your specified date

Call us at 1860 266 2666

Where do I enter my frequent flyer number while booking domestic flights?

We do not have an option of entering the frequent flier number at the time of booking domestic flights. You can mention your frequent flyer number at the time of check-in.

I’ve selected 5 passengers (adult + children). Why are some airlines missing from the search results?

Some airlines don’t allow us to book more than 4 passengers (adult + children) in one go, so try to search for fewer passengers.

I got a blank screen submitting my booking form. I got charged but never received an E-ticket. What now?

We’re really sorry for the inconvenience. Please don’t worry. We’ll call you within four hours and complete this booking offline. We suggest you do not try booking again as you may end up getting charged twice.
If you have an urgency then call us at 1860 266 2666 or e-mail us at service.bank@kotak.com and we’ll be happy to assist you.

Is there any processing fee on flight bookings?

Yes. A charge of 250 INR will be charged per passenger per sector. For example, if you have booked a round trip for 1 person then the processing fee will be 250+250=500 INR.

I entered my payment details and hit submit – and all I got was a blank screen! I got charged but don’t have an e–ticket. What now?

We’re really sorry for the inconvenience. In some rare cases, we do not receive the response from the payment gateway on confirmation of payment. In such cases, we would automatically refund the amount charged to your debit/credit card within 15 days. We suggest that in such cases, you search and book your trip again.

I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?

Airline fares are dynamic in nature and are based on availability of the seats on the particular flight. There are always chances that the seats selected by you may get sold till the time you complete your booking. Therefore, to minimize the chances of booking failures, you may check the availability of the seats before you proceed with the payment. If you find that the fare has increased at this step, you have the option of refreshing your search or you may go ahead with the booking.

How to confirm my booking?

We’ll send you an SMS (to India numbers only) and an email to confirm your flight booking.

Do I need to confirm my flight reservation before I fly?

No, you don’t. You just need to carry a printout of your ticket along with a valid ID proof.

Is there a way to confirm my seat assignments?

Some airlines will confirm your seat assignments – their rules for doing so vary – so you can call your airline directly to check whether you get to choose your seat.

How do I get my e–ticket details?

We’ll send your e–ticket details to your registered email address. You can also download your tickets in My Transactions section of your profile page.

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

Simply show your e–ticket confirmation email or your e–ticket at the check–in counter. The airline representative will issue your boarding pass.

Do I have to show my e–ticket confirmation email at the airline check–in counter?

Yes, you do. Carrying a print-out of your e-ticket is important, make sure you have one.

Do you issue paper tickets?

No, we do not issue paper ticket.

How do I generate an invoice for my booking?

Your itinerary receipt itself can be used as invoice of booking. Log in to your Kotak Rewards account. You view/print your receipt by clicking on the attachment icon in My Transactions section of your profile page.

Do I have to pay anything extra at the airport?

Every airport has its own set of rules. Therefore, the charges depend on the airport you’re flying from.

Do I have to show ID proof at the time of check–in?

Yes. Your Photo id proof may be checked by airline authorities. It is strongly recommended that you carry a government-issued Photo id with you during your journey.

I’ve booked my tickets but need to add my child’s tickets to my booking. How do I do it?

Sorry! We do not allow child below 12 years to be booked individually. Please contact your airline to create the booking of child directly with them.

I misspelled my name while booking a ticket. How do I get it changed?

You can call us to check if the airline you’ve booked with entertains change–of–name requests. Most of them do, and we can pass on your request. However, if the airline doesn’t allow it, you’ll have to cancel and re–book the ticket.

How do I print my ticket?

Log in to your Kotak Rewards account. You view/print your receipt by clicking on the attachment icon in My Transactions section.

Is there a way to regain my forgotten trip id?

Log in to your Kotak Rewards account. You view your receipt by clicking on the attachment icon in My Transactions section
Your trip id will be visible against your trip details.

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

Your airline may or may not support name change request. Call us and tell us your trip ID, we’ll find out if your airline supports title change and pass on your details to them. If the airline doesn’t allow title change, you’ll have to cancel and re–book the ticket with the correct title.

Can I book ticket for friends and family using my account?

Yes, provided you have all the details belonging to the passengers you want to book for. Provide the details when you’re asked to enter traveler details at the time of booking.

How much baggage can I carry?

Cabin and checked-in baggage limit varies from airline to airline. Some airlines have baggage weight restrictions and others have a specific number of pieces permitted. Please note that restrictions on baggage apply to both checked–in bags as well as cabin baggage. Often, you’ll be asked to pay for any checked–in luggage that exceeds the weight permitted. Cabin luggage that exceeds the weight limit is not permitted and will have to be checked in. Please check with your airline.

Can I book a special meal through kotakrewards.com?

Sorry, we do not support this feature currently. Please contact the airline directly.

Can you arrange for wheelchairs?

Sorry, we do not support this feature currently. Please contact the airline directly.

How do I cancel a flight reservation?

We have simplified cancellation process as well. Moreover, we facilitate checking your refund amount before you decide to go ahead with the cancellation. Here’s how:

· Log in to your Kotak Rewards account if you aren’t already signed in.

· Once you have signed in, please go to ‘My Transactions’ section to see your transactions listed there. Pick the one you want to cancel and click on the Cancel action associated with it. Don’t worry this does not cancel you’re booking.

· There will be a pop-up with all the details of your travel itinerary. Once you are convinced of your selection, click “Cancel Ticket”. There is a possibility that the refund amount will be unknown at this stage.

That’s it - you’re done!! We will process your refund within 24 hours. Depending on your mode of payment, this may take between 3 to 14 working days to show up on your account statement.

The flight I booked was cancelled by the airline. How do I get my money back?

You are entitled to a full refund if airline cancels the flight.

First, we request you to cancel your booking online.

Once you have done this, please send an email to service.bank@kotak.com along with your Trip ID. Do mention about your flight cancellation. After verification, we will make sure that you get a full refund.

What are the cancellation charges?

Cancellation charges totally depend on the airline, sector, class of booking, and time of cancellation. You can check fare rules online, mentioned on the booking page for further details.
Note: Along with charges levied by airlines, we additionally charges Rs. 250 per passenger, per sector.

Till what time before my flight can I cancel my tickets?

You can cancel your tickets no later than 3 hours before your flight’s departure. If it’s later than 3 hours, you need to directly contact the airline for cancellation.

On cancellation, how do I receive my money back?

Your money will be directly credited to your bank account (same account through which payment for booking was made). 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.

How long does it take to process a refund?

We usually process the refund within 4 working days of cancellation. However, it may take slightly longer to reflect in your account statement depending upon your bank. We’ve noticed that it takes about 14 working days for most refunds to hit their respective accounts.

It’s been more than 15 days, no refund received yet. What do I do?

We’re extremely sorry for delay. Do register your complaint with us through our call center or support email id and we will get back to you soon.

I made a booking from Kotak Rewards portal, but cancelled the tickets directly by contacting airline. Can I claim refund?

You can claim refund only if you intimate us immediately after cancellation. Depending on your bank, the refund process generally takes 4 to 15 days (from the day we find out about the cancellation). In cases such as no show or flight cancellation, the refund process can take more than three weeks.

How do I make changes to a flight reservation?

For all bookings, we treat modifications as cancellations and new bookings. So, you’ll have to cancel your existing booking and make a new one.

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