Question 1

What exactly is Air Support Desk?

Accepted Answer

Air Support Desk is an independent travel helpdesk. It is a structured library of short, practical guides that answer specific air travel questions. It is not a travel agency and does not sell or book flights.

Question 2

Do you sell tickets or make bookings?

Accepted Answer

No. We never sell tickets, hold reservations or take payment for travel. Every guide points you back to the airline, the authorised seller or the relevant official authority.

Question 3

How is a guide structured?

Accepted Answer

Every guide follows the same four-part shape: the question, a quick answer you can read in about twenty seconds, three practical solutions, and a short summary.

Question 4

How long does a typical guide take to read?

Accepted Answer

Between three and seven minutes. Reading time is shown on every card so you can pick a guide that fits the time you have.

Question 5

Is Air Support Desk free to use?

Accepted Answer

Yes. All guides, category pages and reference material are free to read, with no account required.

Question 6

Do I need an account?

Accepted Answer

No account is needed. The newsletter is optional and only stores the email address you submit.

Question 7

Can I change my flight after check-in has opened?

Accepted Answer

Often yes, but the route becomes narrower. Online change tools usually close when check-in opens, so the change normally has to be made by phone or at an airport counter.

Question 8

What is the difference between a change fee and a fare difference?

Accepted Answer

A change fee is a fixed administrative charge set by the fare rules. A fare difference is the gap between what you paid and the price of the new flight on the day you change it. Many tickets have no change fee but still carry a fare difference.

Question 9

Can a misspelled name be corrected?

Accepted Answer

Minor spelling corrections are usually possible. A change of traveler is not a correction and is normally treated as a new booking.

Question 10

Is it ever cheaper to buy a new ticket than to change one?

Accepted Answer

Yes, particularly on low-cost carriers where change costs and fare differences can exceed the price of a fresh one-way fare. Always compare both before deciding.

Question 11

Can I change only one passenger on a multi-passenger booking?

Accepted Answer

Usually yes, though the booking may need to be split first, which can affect seating and shared fare conditions.

Question 12

What is the practical difference between a delay and a cancellation?

Accepted Answer

A delay keeps your flight number and your seat; a cancellation removes the flight entirely and requires rebooking. Cancellations generally unlock stronger passenger entitlements.

Question 13

Should I wait at the gate or go to the service desk?

Accepted Answer

If the delay is short and the aircraft is present, stay at the gate. If the delay threatens a connection or no aircraft is assigned, start moving toward the service desk while also trying the app and phone line.

Question 14

Who gets rebooked first?

Accepted Answer

Rebooking priority is set by the airline and generally reflects fare class, loyalty status and connection risk. Passengers who contact the airline early are often accommodated before those who wait.

Question 15

What happens to my connection if the first flight is late?

Accepted Answer

On a single ticket the airline is responsible for rebooking you. On separate tickets each airline treats the segments independently, and the risk is yours.

Question 16

How should I document a disruption?

Accepted Answer

Photograph the departure board, keep boarding passes, note times and staff names, and save every message from the airline. Evidence collected at the airport is far stronger than a later reconstruction.

Question 17

Is anything refundable on a non-refundable ticket?

Accepted Answer

Frequently yes. Certain taxes and airport charges are only levied when a passenger actually travels, and can often be reclaimed even on restrictive fares.

Question 18

How long do refunds normally take?

Accepted Answer

Card refunds commonly take one to two billing cycles once approved. Refunds made through third-party sellers usually take longer because the money passes through an extra party.

Question 19

What is a travel credit?

Accepted Answer

A travel credit is future value with the same airline, usually with an expiry date and conditions. It is not the same as money returned to your payment method.

Question 20

What should a refund request contain?

Accepted Answer

Booking reference, passenger names, flight numbers and dates, a one-sentence reason, the outcome you are asking for, and supporting documents attached in one message.

Question 21

How much passport validity do I need?

Accepted Answer

Many destinations require six months of validity beyond arrival, but the rule depends on your nationality and destination. Always confirm with the official government source for the country you are entering.

Question 22

Do I need a visa just to connect through a country?

Accepted Answer

Sometimes. Several countries require a transit visa even when you remain airside. This is one of the most common causes of denied boarding.

Question 23

What is proof of onward travel?

Accepted Answer

Evidence that you intend to leave the country within the permitted period, usually a confirmed ticket. Some airlines check it at the departure gate.

Question 24

What documents do children need?

Accepted Answer

Children normally need their own passport and, on some routes, consent documentation when travelling with one parent or another adult. Requirements vary widely by country.

Question 25

How early should I arrive at the airport?

Accepted Answer

Two hours is a common baseline for short-haul and three hours for long-haul, with more time for large hubs, peak periods or checked baggage.

Question 26

How is carry-on size actually checked?

Accepted Answer

Most airports use a physical sizer at the gate or at check-in. Soft bags that fit the sizer usually pass; overpacked bags that will not fit are checked at the gate, often for a fee.

Question 27

Can I leave the airport during a long layover?

Accepted Answer

Only if you may legally enter the country and you have enough time to clear immigration twice. Treat anything under six hours as risky.

Question 28

Where is baggage re-checked on a connection?

Accepted Answer

On a single ticket, bags are usually tagged to the final destination. When entering a country such as the United States, you normally collect and re-drop bags after customs.

Question 29

Are you affiliated with any airline?

Accepted Answer

No. Air Support Desk is independent. We do not accept payment from airlines to influence the content or ordering of our guides.

Question 30

How often is content reviewed?

Accepted Answer

Guides carry a review date and are re-checked on a rolling schedule, and immediately when a significant rule change is reported to us.

Question 31

Is this legal advice?

Accepted Answer

No. Our guides are general information for travelers. For binding answers about entitlements, contact the airline, a regulator or a qualified adviser.

Question 32

How do I report an error?

Accepted Answer

Use the contact form and mention the guide title. Corrections are reviewed by an editor, and material changes are noted on the page.

Frequently asked travel questions

Using the Desk

Changing a Flight

Delays and Cancellations

Refunds

Documents and Entry

Airports and Baggage

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