Support Centre
Support Centre
Welcome to the FlyTogether Support Centre. Our platform is designed for self-service, empowering you to manage your travel independently whilst providing assistance when you need it most.
Quick Help
🎫 Booking Support
- Making a Reservation: Visit our Booking Platform and follow our streamlined process
- Understanding Direct Airline Connection: Our platform connects you directly with airlines using modern booking technology
- Payment Processing: Airlines charge your card directly - we never handle payments
📱 Mobile App Support
- Download: Get the app from the App Store
- Trip Management: Create trips and add flights for comprehensive travel organisation
- Flight Intelligence: Access real-time data powered by industry-leading aviation data sources
- Notifications: Enable alerts for proactive travel updates
💳 Payment & Transparency
- Direct Airline Payments: Airlines process your payment directly using modern booking technology
- Credit Card Benefits: Maintain all your card rewards and protections
- No Hidden Fees: We display transparent published fares with any available contractual rates
- Cashback Programme: Members receive rewards on completed bookings
✈️ Flight Changes & Modifications
Self-Service Options
Due to our modern booking technology integration, you have several options for managing your booking:
- Direct airline contact: You can often contact the airline directly for changes
- Our assistance: Contact us and we’ll liaise with the airline on your behalf
- Online management: Use airline websites or apps with your booking reference
Our Role
We facilitate communication between you and the airline but don’t make changes directly. This ensures you maintain your direct relationship with the airline whilst receiving our support when needed.
💰 Refunds & Cancellations
Important: All refund policies, change fees, cancellation terms, IROPs (Irregular Operations) handling, and other booking modifications are determined by the airline, not us. We don’t handle money or make decisions on these matters.
- Refund eligibility: Determined entirely by airline policies and fare rules
- Processing time: Varies by airline (typically 7-21 business days)
- Our involvement: We can assist with refund requests but don’t process payments
- Direct airline contact: You may contact airlines directly for refund status
Frequently Asked Questions
How does the direct payment system work?
Our modern booking technology connects you directly with airlines. When you book, the airline charges your card directly - we never touch your money. This means you keep all credit card benefits and maintain a direct relationship with the airline.
Can I modify my booking myself?
Often yes! Because we use modern booking technology, you may be able to manage your booking directly with the airline using your booking reference. For complex changes, contact us and we’ll assist.
What about refunds?
All refunds are processed by airlines according to their policies. We don’t hold your money, so refund decisions and processing are entirely with the airline. We can help facilitate refund requests when needed.
Do you offer price matching?
No, we cannot offer price matching because we don’t set the prices - the airlines do. We display transparent published airline fares and any contractual rates we may have. Since airlines charge you directly, we have no control over pricing. What you see is the actual airline pricing with no markup from us.
Can I earn airline miles?
Absolutely! Since you book directly with the airline through our modern booking technology connection, you’ll earn miles and elite qualifying credits just as if you booked on the airline’s website.
Contact Support
Our support model emphasises self-service, but we’re here when you need us:
📧 Email Support
For fastest response, please include:
- Your booking reference number (if applicable)
- Specific question or issue description
- Screenshots (if relevant)
⏰ Response Times
- General Inquiries: Within 24-48 hours
- Booking Assistance: Within 12-24 hours
- Technical Issues: Within 8-12 hours
🚨 Emergency Contact
For urgent travel emergencies only:
- When to call: Flight disruptions, missed connections, or time-sensitive issues
- Emergency line available: During business hours for critical situations
- Standard policy: We encourage self-service and email support for most inquiries
🌟 Service Philosophy
We’ve designed our platform to be self-sufficient, giving you the tools and direct airline access you need. Our support complements this approach rather than replacing your ability to manage travel independently.
Self-Service Resources
Airline Direct Contact
Since you book directly with airlines through our platform:
- Use your booking reference with airline customer service
- Access airline apps for real-time updates
- Leverage airline chat and support channels
- Maintain elite status benefits and recognition
Platform Resources
- Trip management app for comprehensive travel organisation
- Real-time flight intelligence with predictive analytics
- Transparent pricing information and fare explanations
- Member dashboard for booking history and rewards
Still Need Help?
Our self-service model empowers you to handle most travel needs independently, but we’re available for guidance:
Empowering independent travel management with professional support when you need it.