1. How do I contact Via?
Via's Customer care is open 365 days between 9am to 9pm . If you require any assistance with the Bookings, Cancellations and amendments you can email to email@example.com. Our Customer Service Executive will be happy to assist you.
2. How do I know my reservation is confirmed?
You will receive a VIA Booking Confirmation email when your booking is confirmed.
If you do not receive an email you can view the status of your booking by logging on to our website and entering the VIA Reference number by clicking on "Check Booking Status".
If you have not received a confirmation email and cannot find a successful transaction, please contact our Customer Service Centre via email at firstname.lastname@example.org
3. 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 our website or call our customer service team at the call center number mentioned above.
4. Why have I received two confirmation emails?
If your booking is on Jet star, Tiger Airways, Air Asia or Scoot the Airline, we will email you a separate confirmation email which will also be your E-Ticket. This means you will have two confirmation emails, one from VIA and one from the Airline.
Note: The airline booking reference is different from your VIA booking reference number. When checking your flight online on the airline website, use the airline confirmation number (PNR)
5. 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 passengers please send an email to email@example.com as it will be treated as group.
6. How do I book online with a single name?
VIA website mandates both the first (given name) and last name (surname) during the booking process. You can do so by repeating the name on both the first and last name fields and follow-
up with a call to our service team immediately after booking online.
Mail us at firstname.lastname@example.org to amend the name on the flight booking to reflect the correct single name as per your passport details. However please do note that to process such name changes there may be respective airline fees involved.
7. What is my luggage allowance and how do I pay for extra?
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
For excess luggage charges, please contact your airline before you travel as this can vary greatly between carriers but is almost always cheaper if arranged in advance with the airline.
Travel within Asia:
Some fares only allow hand luggage. If you are planning to take luggage that will not fit in the overhead cabin you need a ticket that allows checked baggage. Extra baggage can be paid for at the airport but it is usually cheaper to pay at the time of booking. To check what luggage allowance you have purchased please refer to your airline confirmation email if travelling on Jet star, Scoot, Tiger Airways and Air Asia or any other budget airline.
During the booking process, you will be able to select a flight that includes a checked baggage allowance as well as carry on luggage or includes only carry on luggage.
If you wish to select a fare that includes checked baggage please select the drop down in the booking page which says Please select Baggage option
If you have completed your booking and selected "Carry On" bags only and you now wish to purchase the checked baggage allowance, you will need to call the airline direct to make the changes.
Any questions about bulky items, sports equipment (bikes, golf clubs, surfboards etc), or any dangerous items, (chemicals etc) will need to be taken up with the airline you are travelling with directly.
8. I'm taking a connecting flight. Will I need to change terminals?
In most cases, you will need to change terminals in order to board your connecting flight. Often the terminals are at quite some distance from each other and you'll need to set aside some extra time to walk from one to another.
Do make it a point to enquire about your terminal as soon as you arrive, since gate numbers and terminals can change at the last moment.
What payment options does VIA have?
Currently we accept payments using credit cards (visa/master card) and net banking only.
How do I know that my credit card information is safe on your site?
VIA is a VeriSign Secure Site. Any information you enter when transacting over VIA is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional information disclosure to third parties.
9. Under what name will my purchase be charged on the credit card statement?
Your purchase will be charged under Universal Holidays Travel.
10. What happens if payment has been deducted from my account/charged to my card but thereafter nothing happened/the website did not respond/etc.
If payment has been deducted from your account/charged to your card we would automatically refund the full amount and same would reflect in your account/card statement within 7 working days.
11. While trying to book a ticket, I filled in and submitted my payment details and then nothing happened/ the website did not respond/I could not proceed with the booking. What do I do?
You transaction could not be completed. Your transaction was not successful
There are multiple causes for this;
The airline / hotel fare is no longer available or seat/room not available as same has changed between
the time you saw first in result page and the time you completed passenger information.
Therefore call our call centre to check status and we will advise you the new fare
The airline link may be down and therefore until the airline side the link is not revived the reservation cannot be processed.
The passenger or passport information keyed in is incorrect format
The Card payment failed as card payment is not 3D secure on OTP
The Net banking payment failed as you did not enable popup in your browser setting
12. What is transaction charge?
We suggest that you check with your bank if payment has been deducted from your account/charged to your card. In case, payment has been deducted or charged to your account we would automatically refund the full amount and same would reflect in your account/card statement within 7 working days.
These charges are levied by the bank directly as payment gateway charges to facilitate online payments. Such charges are applicable on all online payments on all sites.
Cancellation and Amendments
13. What are the cancellation charges?
The cancellation charges depend on many factors, such as:
Airline: Often, different airlines have different cancellation charges and policies.
Sector: Some sectors have higher cancellation charges than others.
Fare Structure: Some fares attract higher cancellation charges than others.
Time of cancellation: Usually, the closer it is to the departure date, the higher the cancellation charges.
To understand the charges applicable to your reservation, check the fare rules mentioned on the booking page or you can also check by calling our hotline support number. Apart from the cancellation charges levied by the airline, VIA charges a cancellation / Rebooking fee of MYR 62 per passenger.
14. If I need to cancel my flight, what's the latest I can do this by?
You can cancel your flight no later than 48 hours before the time of departure. If it's later than 48 hours, you need to contact the airline directly for cancellation
15. How do I change or cancel a booking?
To request for a change or cancellation please call our hotline support number, however processing your Cancellation or change request, you will incur a VIA fee of MYR 62 per person.
Please note: Additionally Airline fees may also apply in both cases.
Please note: If your flight or hotel stay is less than 24 hours away we may need to direct you to the airline or hotel directly.
16. How will I get my money back after a cancellation?
VIA will credit the money back to the account you used when making the booking. For example, if you used your credit card, we will make an appropriate charge reversal. If you used net banking, we will credit the money back to your account. Please remember that the applicable Airline/Hotel and Via cancellation charges will be deducted from the refund amount, before the refund is made. This can take 3-4 months depending on airline policy and processing time and not dependent on Via. Via will promptly process your refund once the airline has done same.
17. How long does it take to process a refund?
Budget low cost airlines are non refundable once issued. Likewise certain full service airline promo fares are NON REFUNDABLE. Therefore check airline and fare ruled before booking
Refund of the ticket always depends on airline policy. Via will refund your amount as soon as we receive the same from the airline and the amount will reflect in your card/account depending on the issuing Bank.
18. How do I get my ticket(s) after an amendment?
We'll email your amended tickets within 24 hours of making the change to the email address you used for the original booking.