Help Center
Find answers to frequently asked questions
Popular Topics
Booking Questions
How do I book a flight?
1. Enter your departure and destination cities
2. Select your travel dates and number of passengers
3. Click "Search Flights" to see available options
4. Choose your preferred flight and cabin class
5. Enter passenger details and complete payment
6. You'll receive a confirmation email with your e-ticket within 24 hours
Can I modify my booking?
Booking modifications depend on the fare rules of your ticket. Log in to your account, go to "My Bookings," and select the reservation you wish to modify. If your fare allows changes, you'll see available options. Change fees may apply.
Where is my booking confirmation?
Your booking confirmation email is sent immediately after payment. Check your spam/junk folder if you don't see it. You can also view your booking in the "My Dashboard" section after logging in. Your PNR (booking reference) is displayed in your account.
What if my selected flight is no longer available?
Flight offers are subject to availability and expire within 10 minutes. If your selected flight becomes unavailable, you'll be notified during the booking process. Simply search again for current availability and prices.
Payment Questions
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, Maestro, and UnionPay. All payments are processed securely through our PCI-DSS compliant payment provider, FoxyCart.
Why was my payment declined?
Common reasons for payment decline:
- Insufficient funds
- Incorrect card details (number, CVV, expiry date)
- Card has expired
- Bank security restrictions (try contacting your bank)
- International transaction blocks
If the problem persists, try a different payment method or contact your bank.
Can I get a receipt or invoice?
Yes! A receipt is automatically emailed to you after payment. You can also download it from your account dashboard under "My Bookings." For business travel, we can provide itemized invoices upon request at operations@jorsay.com.
Cancellations & Refunds
How do I cancel my booking?
Log in to your account, go to "My Bookings," select the reservation, and click "Cancel Booking." Cancellation terms depend on your fare type. Non-refundable tickets typically cannot be cancelled for a refund, but refundable fares may be cancelled according to airline policies.
How long does a refund take?
If your ticket is eligible for a refund, processing typically takes 7-14 business days to appear in your account. Airlines may take up to 90 days in some cases. You'll receive email confirmation once the refund is processed.
Are there cancellation fees?
Jorsay Travel charges a $25 service fee per passenger for processing cancellations, in addition to any airline cancellation fees. These fees are deducted from your refund amount if applicable.
Loyalty Program
How do I earn loyalty points?
Earn 5-10 points per dollar spent on eligible bookings (depending on your tier). You'll automatically earn points when logged in. Points appear in your account within 24 hours of booking confirmation. Learn more about our Loyalty Program.
How do I redeem my points?
During booking, you'll see an option to redeem points. 1,000 points = $10 off. You can redeem up to 50% of your booking total with points. Minimum redemption is 1,000 points.
How do I reach a higher tier?
Tiers are based on annual spending: Silver (automatic), Gold ($5,000+/year), Platinum ($15,000+/year). Higher tiers earn more points per dollar and receive exclusive benefits like priority support and complimentary upgrades.
Travel Documents
What documents do I need for international travel?
- Valid passport (at least 6 months validity beyond travel dates)
- Visa (if required for your destination)
- Health certificates or vaccination records (if required)
- Travel insurance (recommended)
Check specific requirements for your destination country.
Where is my e-ticket?
Your e-ticket is emailed to you within 24 hours of booking confirmation. You can also download it from your account dashboard. Present your e-ticket (digital or printed) at the airport along with your ID/passport.
Technical Issues
I can't log in to my account
Click "Forgot Password" on the login page to reset your password. If you're still having trouble, clear your browser cookies or try a different browser. Contact support@jorsay.com if the issue persists.
The website isn't working properly
Try these troubleshooting steps:
- Clear your browser cache and cookies
- Try a different browser (Chrome, Firefox, Safari)
- Disable browser extensions temporarily
- Check your internet connection
- Try accessing from a different device
Still Need Help?
Our support team is here to assist you 24/7