Support

I paid but have not received the ticket

1. Check spam, promotions and updates folders for a message from tickets@onwardticket.travel, and add it to your contacts.
2. Open your order status page. If it says Your reservation is live, the reservation exists and the PDF is available there for download, whatever happened to the email.
3. If it says A specialist is on it, the reservation is being placed by hand. Our commitment is a live PNR within 6 hours of payment; if we miss it, you are refunded automatically and in full.
4. If it says Complete your payment but your bank shows a charge, reply to your order email or write to us with the payment reference; we recheck with the payment provider and release the order.
5. If your email address was typed wrong, tell us the correct one and we will update it and resend at once.

How do I verify the reservation on the airline's website?

1. Find the six character booking reference (PNR) on your PDF and on your order status page.
2. Go to the airline’s own website and open Manage Booking (sometimes “My Trips” or “Retrieve booking”).
3. Enter the PNR and the passenger’s surname exactly as on the passport. The reservation appears as the airline holds it.

A few airlines take up to an hour after creation to show a booking on their public site, and some do not expose held (unpaid) bookings on the public page at all even though the reservation is live in their system. If a lookup fails, tell us the airline and PNR and we will confirm the reservation status from the airline system and send you the airline’s reference page.

I made a mistake in a name, date of birth or passport number

Before the reservation is created (order still awaiting payment, or scheduled for later): email us the correction; it is free and takes minutes. After the airline holds the booking, the name on the record cannot be edited. The fix is a new reservation: place a new order with the correct details ($7 per leg per traveller); the original stays live until its own expiry. If the mistake was ours, the new reservation is on us.

How long is my reservation valid, and can I extend it?

The validity is set by the airline and shown before you pay and on your PDF. It cannot be extended on the same PNR. If you need the reservation live for a later date, place a new order and pick scheduled issuance, which creates the booking about a day before your date at no extra charge, so it is live when checked. If the airline releases the reservation before the validity we showed you, we re-issue or refund in full; see the Refund Policy.

Will the embassy or airline accept it?

The reservation is a real, verifiable airline booking, which is what most consulates and airlines mean by proof of onward or return travel. Acceptance is always their decision and we cannot promise it. Some embassies require a paid ticket; if the checklist says “confirmed ticket” or “paid ticket”, ask them whether a reservation is acceptable before you rely on one. Our destination pages summarise what officers commonly ask for, and are general information only.

How do I get or check a refund?

Automatic refunds (we failed to deliver within 6 hours, or could not place the reservation at all) need no action; you receive an email with a refund reference. For other cases see the Refund Policy and email us with your order number. Refunds go back to the original payment method and usually show within 5 to 10 business days.

The charge on your statement appears as Onward Ticket Inc.. If you do not recognise it, write to us before opening a bank dispute; we can identify the order from the last four digits of the card and the date.

Can I get an invoice or receipt?

Your confirmation email is your receipt and shows the amount, order number and the name the charge appears under. If you need a document with a company name or tax number, email us the details and we will send a PDF invoice within one business day.

Delete my data

Once a reservation has expired, you can ask us to delete traveller details, including passport numbers, by emailing privacy@onwardticket.travel from the address used at checkout. We confirm within 30 days. Financial records are kept as the law requires; see the Privacy Policy.

Escalation

If a reply has not solved your problem, answer it with the word “escalate” and it goes to the founder the same day. Complaints about how we handled personal data can also go to your data protection authority.