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Air Counter FAQ

New Reservations

HOLDING RESERVATIONS

Airfares cannot be placed on hold as inventory changes constantly. For the best pricing and availability, book your itinerary as soon as possible.

GROUP BOOKINGS

Up to 9 customers can be booked on a single reservation. For more than 10 customers please either divide the group up into groups of 9, or contact the airline directly.

SEAT REQUESTS

Upon booking the itinerary, seats will be auto-assigned based upon availability. Specific seats may be requested directly through the airline directly or by calling Air Counter Customer Service.

UNACCOMPANIED MINORS

Air Counter does not book these customers. Please contact the airline directly to book unaccompanied minors.

INFANTS

Domestic flights allow infants on the lap of a paying adult (18 years or older) at no charge. When booking domestic tickets, an infant may be added at the time of check in for the flight (not at time of booking). International flights require the purchase of an infant fare, which is typically a percentage of an adult fare. International infant fares must be purchased by phone.

PETS

Rules vary by airline. It is recommended customers consult with the airline directly before booking flights. Some standard requirements regarding pets include the following:

  • Fees for pets apply when making a reservation.

  • Guide Animals (seeing-eye dogs, emotional support animals, etc.) are exempt from the pet fees

  • Size, breed, carrier dimensions and number of pets per aircraft are determined by each airline

  • Pets traveling in cargo hold are subject to airline regulations including time of year and size of animal

  • Animal Health Certificates may be required by the airline

PHONE FEES

Currently we do not charge additional fees to complete a booking over the phone.

"FREE CANCELLATION"

When an airfare states that free cancellation is offered, it refers to a 24-hour cancellation period from the time of booking. Typically, this cancellation is allowed for airfare purchased from a point of origin within the United States that is for travel at least 7 days from the time of booking. Please call Air Counter support for assistance with processing these refunds.


Existing Reservations

SEATING REQUESTS

Upon booking the itinerary, seats may be requested directly through the airline either on their website or over the phone.

E-TICKETS

Most airlines issue e-tickets, which means you are not required to bring any paperwork to the airport for check in. Government-issued identification will be required at the airport. Customers are advised to bring their airline confirmation number as well.

PAPER TICKETS

In the event that an airline does issue a paper ticket, this document is required to be brought to the airport. If this item is lost, please contact support. A re-issue fee may apply.

REVIEW ITINENARY

Visit www.checkmytrip.com for details of your reservation. You should also receive an email confirmation once the booking is completed and flights confirmed.

CHECK IN

It is recommended that travelers check in at least two (2) hours before a Domestic flight and three (3) hours before an International flight.

FLIGHT CHANGES

Occasionally, airlines will make changes to their flight schedules. When this occurs in advance of the flight, the customer will be notified of an alternate itinerary. Customers may be able to request other flights if the new itinerary does not meet customer needs. Air Counter will contact customers with these issues if more than 72 hours before departure. Inside 72 hours, customers should contact the airline directly.

FREQUENT FLIER POINTS

Most airlines will honor frequent flier points for reservations booked on Air Counter. Simply call the airline and reference the confirmation number or add your frequent flier number at the airport at check in.

UPGRADES

Purchasing upgrades or using points to upgrade is entirely at the discretion of the airline. Please contact the airline directly to inquire about options for upgrades.

NO SHOWS

If a flight is missed, the customer should contact the airline to make alternate travel accommodations. Airlines vary in their policies and fees, but the customer can contact the airline directly to understand options.

UNUSED TICKETS

In some cases, unused tickets may retain some of their value. Please call Air Counter customer service to verify details.

MEALS

Meal requests may be made directly through the airline anytime after ticketing, subject to airline rules.


Changing/Cancelling Reservations

ALLOWED CHANGES

Flight reservations may be changed, but will be subject to change fees along with any applicable increase in airfare. Changes must be facilitated by phone.

ALLOWED CANCELLATIONS

Flight cancellations may be allowed, but will be subject to cancellations fees. Cancellations must be facilitated by phone.

NAME CHANGES

These are not allowed by airlines. To correct a name, tickets must be cancelled and re-issued in the correct name. Very minor spelling corrections may be allowed, at the discretion of the airline.

ADDING ADDITIONAL CUSTOMERS TO EXISTING RESERVATION

Any additional customers must be booked as new reservations. Pricing parity with existing bookings cannot be guaranteed.


Baggage Rules & Fees

BAG FEES

These fees vary by airline. Please contact the airline directly to understand fees for both carry and checked bag fees.

BAG LIMITATIONS

Airline policies vary, but generally you are allowed 2 carry on bags (1 personal item like a purse or laptop bag and 1 roller-style bag). Airlines have size limitations on both carry on and checked bags. Please consult with your airline to understand limitations.

CONNECTION FLIGHTS

For domestic travel on a single airline itinerary, checked bags will be checked through to your final destination. For connections between airlines without a baggage agreement, customers will be required to collect their bag at the connection city and re-check it with the connecting airline. For International travel, luggage will need to be claimed at the first entry point into a new country and re-checked with the airline.


Payments & Billing

MULTIPLE CHARGES

Charges are broken up by passengers, so a separate charge will appear for each customer traveling. Additionally, taxes and fees are often broken out as a separate line item on a billing statement. All charges added up, will equal the total cost quoted to you at time of purchase

CREDIT CARD SECURITY

All payments made on Air Counter are encrypted for the protection of our customers.


Other Topics

BEREAVEMENT FARES

Air Counter does not currently offer Bereavement Fares.

SENIOR FARES

Air Counter does not currently offer Senior Fares

MILITARY FARES

Air Counter does not currently offer Military Fares.

AIRLINE VOUCHERS/CREDITS

Air Counter is not able to process airline credits or vouchers. They must be redeemed directly through the airline.

TRAVEL INSURANCE

Provided by Travel Guard. This insurance covers Trip Cancellation, Trip Interruption, Trip Delay and Baggage Delay for covered circumstances. Please contact Travel Guard at 1-800-826-4919 to file a claim.

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