FAQ Page for ME

Via.com Help & FAQ

General Information and Contacts

Who is Via.com?

VIA is the India / pan-Asian leader in business-to-business travel products and services and competes in the $1 trillion global travel market. Through its global network of more than 62,000 independent travel partners, the Company provides consumers with access to broad array of travel products (including air travel, train, hotel, holiday packages, buses, car rental and travel ancillary) at competitive prices. Established in 2006, the Company has robust and highly scalable cloud-based platform delivering content from 10,000+ suppliers through its agent network, executing 40,000+ transactions per day across 5 countries representing over USD 500 million in total bookings annually. In addition to its robust agent network, VIA distributes products through 3,000+ corporate relationships and direct to consumers through its e-commerce site. The highly differentiated, multi-pronged distribution strategy uniquely positions the Company to meet the needs of the estimated 1 billion consumers in primarily cash-spend economies with low electronic payment and Internet penetration. With validation of the Company’s value proposition in India, the company has expanded geographically to other high growth regions in the world, including other areas in Southeast Asia as well as South America.

Is Via.com present globally?

Yes! We are present in Indonesia, Philippines, Brazil, Singapore and Now in Middle East.

How does our Business Model work?

VIA is the largest B2B travel marketplace solutions provider in India with a growing pan-Asian presence. The Company provides single platform delivering content from over 10,000+ suppliers (e.g., airlines, hotel, holidays, train, buses, car rentals and travel ancillary) to over 62,000 agents globally.

Who will benefit from Via.com?

1.RetailTravelAgents
2.LeisureTravelAgents
3.TourOperators
4. Corporate Travel Management Companies.

What do I do if I forget my password?

Just notify us on ae.support@via.com we will generate a new password for you.

How can I update my account details?

You can update all your account details except your password and your e-mail address by going to the "Notice Board" link. To change your password or your e-mail address, please contact to your account manager or send an e-mail to me@Via.com.

How can I add more users and generate passwords for new users?

You can add new users using the Desk user link under notice board. Please note that while the main user account holder can view all the reservations, the sub-users can only view their own reservations.

Who will guide me on the Portal use and to avail other features of the product?

Please allow us to take this opportunity to guide you - We have a good dedicated Team of Business Development Managers, who will educate you in all directions & help you on how to use our user-friendly website and other features.

What is an Agent ID.?

Agent Id is a unique Identification number which contains the details for your Agency name and Contact details. This help us identify you as a Via agent and allows you to use our resources.

What will be the agency commissions on outbound India->US->India booking

You can access current commission structure, once you login >> by clicking on "Notice Board".

Can I use International credit cards for booking tickets for my clients

Yes, you can use your Credit Card, once your Card is authorized from us.

Can I use agency credit card to book tickets.

Yes, you can use your agency credit card after post authorization of the card.
Help on Registration and Sign in

How do I register with Via.com?

Well! It's very simple. Just fill in the simple details for yours as shown in the picture below and once you're done with Submit Our Dedicated Business Development Manager will contact you and advise you further.

I would like to speak with somebody before I register myself?

Wow! We did like to talk to you. You can contact us on +91 95905 66166 or mail us on me@via.com
Our Business Development Manager will assist you.

How do I contact Via for assistance?

It's simple you can reach us on +91 95905 66166 or mail us on me@via.com With Your Agent ID and we will answer you promptly.
Payment Options
What payment options does via.com have?
You can deposit in any of our below Bank accounts.
For International Bank Accounts
Beneficiary Name: Flightraja Travels Pvt. Ltd.
A/C No. : 000206000322 (USD)
SWIFT Code: ICICI NBB CTS
MICR CODE: 560229002
AD CODE: 6390004-8400009
BRANCH CODE - 0002
BRANCH ADDRESS: ICICI BANK LTD, COMMISSARIAT ROAD, BANGALORE
For Indian Bank Accounts
ICICI Bank - A/C No. 000205012142 (Flightraja Travels Pvt. Ltd.)

Axis Bank - A/C No. 194010200007443 (Flightraja Travels Pvt. Ltd.)

SBI Bank - A/C No. 30840908909 (Flightraja Travels Pvt. Ltd.)

Bank of Baroda - A/C No. 06650200000538 (Flightraja Travels Pvt. Ltd.)

J & K Bank - A/C No. 0183010100001933 (Flightraja Travels Pvt. Ltd.)
Hotel Bookings
How much does it cost to be a member of Via Hotels?

Membership with Via Hotels is absolutely free. All services are available at no cost to our industry partners. What's more you can also refer any agent and Earn Rs 1000 instantly.

How do I check availability on Via Hotels?

After you log in to our system, use the search to check hotel availability on our system.

If the system shows availability at a given hotel, is the availability really there?

We have allotments at every hotel in our database. A hotel shows up on an availability search only if we still have rooms left at that hotel i.e. the availability is real.

Do you have allotments for all of the hotels in the database? Can I have instant confirmation?

We have contracts with the hotels in the system and you can receive instant confirmation on the hotels if it has a BOOK icon.

What does REQUEST mean?

The hotels with REQUEST in the search list do not have any available allotment, however if you click REQUEST and fill-in the form we will request extra allotment from the hotel. If the hotel can not fulfill your request then we will get back to you with alternate hotels.

Are these hotel rates per person/night or per room/night?

The rates shown in the search list are per room per night unless otherwise specified.

Do you accept group reservations?

Yes we do. Please mail us the requirement to me@via.com Our Group Reservation Department will get back to you a quote as soon as possible, typically in 48hrs excluding weekends.

How do I book transfers or/and city tours in Via Hotels?

You book transfers with hotels as add-on service. For activity requests you can mail us on me@via.com

Who do I contact if a reservation I have made requires action from the reservations department at Via Hotels?

Simply send us the booking details on me@via.com we will action your request accordingly.

What is the cancellation policy?

While the majority of our hotels have 5 days cancellation policy, some hotels have different policies. Please read the terms and conditions before you complete your bookings, check the vouchers for the cancellation policy relating to the hotel you have booked.

During special event periods, certain dates and early bird type bookings, the hotel may pass on a different cancellation policy of which you will be informed as soon as Via Hotels are notified.

How can I see the total charges for a booking, including taxes and fees?

At the hotel search results page and the booking form total charges for the full stay, including all applicable taxes and fees will be displayed.

How can I amend my bookings?

For online amendments please refer our Hotel Training Material under Hotels Tab

Amendment Codes

A1 Check-in timings
A2 Check-out timings
A3 Reschedule stay
A4 Room Upgrade
A5 Extra bed
A6 Additional night
A7 Meal Plan
A8 Request Transfer
A9 Change contact details.

Can I confirm the status of my booking with the hotel?

Hotels receive our list of booked allotments anywhere from 3 to 7 days before the check-in date. You should, therefore, be able to confirm the status of your booking with the hotel anywhere from 3 to 7 days before the check-in date. Please note that if you contact a hotel more than 7 days prior to the check-in date, the hotel may not be able to verify your booking, even though you're booking has been confirmed.

Will I be able to print the travel voucher once I have made a credit card payment online?

Yes. After completing a transaction, the booking status will automatically change to To Deliver if the charge is successful. Then retrieve booking reference number from orders search and click on Print to print vouchers of your booking

How can I see the hotel details before booking the hotel?

Please click on the name of the hotel to go to the hotel details page.

What happens if I do not finalize my booking before the deadline?

If you do not finalize your booking before the deadline you will lose the booking and you may not get the same deal again

Can more than two adults stay in one room?

Most hotels allow additional guests to stay in a room for an extra charge As long as the room doesn't exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, The hotel may cancel your reservation or require that you book additional rooms

Our children will be traveling with us - do they stay for free?

When making your booking, select the number of children
Traveling with you from the "Guest" drop-down box and select age of the child
If you select just 1 child, our search will give you the price of a double room as per Hotels child policy

What if I need a specific type of hotel room (non-smoking, wheelchair friendly, etc.)?

Contact our Customer Support Team me@via.com with your request
And we'll do our best to get you what you ask for. However your
Request is ultimately subject to availability when you arrive at the hotel.

Do I need to confirm my booking?

No, you don't. If you really want to, though, contact us at Â ihotels@via.comÂ To confirm your reservation. You can also contact the hotel directly if you prefer.

How can I amend my bookings?

For online amendments please refer our Hotel Training Material under Hotels Tab

What if I don't get a confirmation at the time of booking?

If a confirmation page doesn't display once you complete your booking, Check your email for a confirmation. If you don't get an email confirmation within Ten minutes, let us know at ihotels@via.comÂ and we'll send you your confirmation details.

I didn't get an email confirmation. What do I do?
If you don't receive an email after making a reservation, It could be that we have the wrong email address on file or Your Internet Service Provider blocked the email
Be sure to include the following information:
- The name the reservation was booked under
- The hotel name and location (city)
- The check-in/check-out dates
How long will it take for the hotel to get my booking information?

The time it takes for a hotel to get your booking information varies by specific hotel and arrival date. In most cases the hotel should receive the reservation information within 12 hours Of the time you made your booking (except for nights and weekends when the hotel's reservation Department is closed). Please note that this doesn't apply to bookings made for the same day

What is my hotel's check-in time?

Typically, the hotel check-in time is after 2:00 pm (local hotel time). Check with your specific hotel for its exact check-in time.

Will the hotel hold my room if I'm arriving late?

Since your reservation is guaranteed with a credit card, the hotel is obliged to hold your Room until 7 am, the day after your planned arrival date. (Subject to hotel policies)

What if I'm going to arrive early?

If you know you're going to arrive early at your hotel, contact our Customer Support Team. We'll do our best to accommodate your request, but it's ultimately subject to room Availability when you arrive at the hotel.

How do I get a receipt or invoice for my hotel booking?

Once your hotel booking is confirmed. A via reference number gets generated which Will start with FMN. Just paste it on Pint tap and click to print ticket

How do I cancel my hotel booking?

For online amendments please refer our Hotel Training Material under Hotels Tab

What are the cancellation charges?

As per Respective Hotel Policies and Via retention charges

How will I get my money back after cancelling a hotel booking?

We will credit the money back to the same account you used while making the booking. For example, If you used your credit card, we will make an appropriate charge reversal. If you used your Debit card, we will credit the money back to the debit card.

How long does it take to process this refund?

We usually process the refund within 4 working days from the cancellation request. However, it may take slightly longer to reflect in your account statement as this depends upon your Bank. We've noticed that it takes about 14 working days for most refunds to hit their respective accounts.

How do I check the status of my refund once I have cancelled my booking?

It's been two weeks since I cancelled my booking but I still haven't received my refund. Help! We're extremely sorry for the goof up. Hop on to ourÂ Complaints forumÂ and holler for help.Someone will definitely get back to you soon.

Amendments (or changes in hotel bookings) How do I modify a hotel booking?

Please refer Hotel Training Material for modifications
International Flights

Can I search by entering a three-letter airport code instead of a city?

Yes, you can. For instance, search for Melbourne by typing MEL.

Why can't I select 'Outbound' and 'Return' flights separately for international bookings?

Simply because booking 'Outbound' and 'Return' flights separately (one-way flights) works out To be a lot more expensive than a return fare. Therefore we do not offer this option for International flights at all.

Which different classes can be booked for international flights?

Just like for domestic flights, you can book Economy Class and Business Class for International flights too.

What is meant by a direct flight?

A direct flight is a point to point (city to city) flight that is either non-stop or has one or more intermediate stops, but with no change of aircraft.

And what's an indirect flight?

An indirect flight is one where stopovers via intermediate cities are involved.

Uh-oh. Now, what's a stopover?

A stopover is a stop you make at one or more cities during your trip, which involves a change of aircraft.

What is code-share?

Code-share describes tickets sold by an airline for a flight operated by a partner airline. This is an arrangement between two or more airlines to use each other's aircrafts.For instance, Continental flights from India to New York are operated by Virgin Atlantic.

What does a transit airport mean?

A transit airport is one where you land for a break in your journey. You may or may not change aircrafts at the transit airport but you will definitely not be able to leave the airport When you're in transit. Your itinerary will give you the details about the duration of transit time.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.

Can I book international tickets for infants with via.com?

Yes, you can book tickets for infants and Children on via.com. However, we do not yet book tickets for unaccompanied
Minors. When booking international flights for infants, please keep these points in mind:
Every passenger requires a valid passport.
Infants and children must be accompanied by an adult at least 18 years old.
You can book no more than one infant (under 2 years) per adult. But one adult can fly with a child and an infant.
The infant must be under 24 months of age while travelling the outbound sector to qualify for an infant fare

What is the maximum number of seats that I can book?

You can book up to 9 travelers per booking.

What's an e-ticket?

An e-ticket (electronic ticket) is a paperless electronic document with a unique confirmation number that neatly Replaces the hassles of a paper ticket. When you purchase an e-ticket, we email it to you within 48 hours of your booking.Simply print it out and bring it with you, along with your passport and valid visa to the airline counter, When checking-in for your flight.

Preparing to travel

We've compiled a handy international travel check-list for you. Here goes:
Passport: Your passport must be valid for at least 6 months from the outbound date of travel. All travelers must have individual passports including children and infants.
Visa: You must be in possession of a valid visa for countries that do not facilitate visa on arrival.You may require travel insurance and a pre-determined amount of foreign currency to qualify for a visa to certain Countries. Sri Lanka, Mauritius, Hong Kong, Indonesia and Thailand are the destinations that provide visas on arrival.
Transit Visa: Some countries require you to have a valid transit visa even if you're not stopping enroute. For instance, Indian passport holders flying to Canada via any of the US airports will need to hold a valid US visa for
Transit: Entry and transit requirements are subject to change and you are advised to check the requirements prior to travel. Foreign currency: Check the foreign currency requirements for the country you're visiting.Sometimes there is a minimum requirement and in most cases one should be in possession of a credit card that can be used internationally.
Vaccination: The yellow fever vaccination is the only compulsory vaccination required when visiting countries in This vaccination needs to be taken 10 days prior to entry in any of the yellow fever affected areas.South America and Africa. On return to India, you'll be asked to produce your yellow fever vaccination certification.if you don't have one, you'll be kept in quarantine for about 6 days. The four chief yellow fever vaccination centers are in Bangalore, Chennai, Delhi and Mumbai.

Can I book a certain seat number through via.com?

Please convey your seat preference to our customer service chaps. We'll have to contact the airline directly before we can confirm your preferred seat. Bassinets seats for babies can be requested through the via.com customer service centre too.There is often a high demand for a limited number of seats in bassinet locations, so book well in advance to avoid disappointment.

Can via.com arrange for wheelchairs?

A wheelchair can be requested through the via.com customer service centre. Some Airlines charge for the same and to be paid at the airport.Some airlines require a medical certification to be submitted prior to travel.

Can I enter my frequent flyer number at the time of booking?

Yes, you can enter your frequent-flyer number at step 3 of your booking. However, Please note that accruing miles/points on the flights you book is subject to confirmation from the airline.Some promotional fares do not qualify for frequent flyer miles/points.

How do I know my reservation was booked?

We'll send you an email confirmation for your flight booking.

When will my international booking be completed?

Your booking will be completed after you complete the 4 steps of the booking process successfully.Next step would be keeping your passport details handy as our customer service chaps will be calling you for this information.

Do I need to confirm my flight reservation before I fly?

No, confirmation of flight reservations is no longer required. Your ticket is a sufficient confirmation of your booking.

How do I get my e-ticket details?

We'll send your e-ticket details to the email address you gave us when you made your reservation.

How do I get a boarding pass for an e-ticket?

You need to show your e-ticket confirmation email at the check-in counter. The airline representative will issue your boarding pass at that time.

Do I have to show my e-ticket confirmation email at the airline check-in counter?

Yes, you must carry the e-ticket confirmation e-mail with you. Some airports do not allow entry without a printout of your e-ticket, so be sure to carry one with you.

How much baggage can I carry?

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. Often,you'll be asked to pay for any checked-in luggage that exceeds the weight permitted.Cabin luggage that exceeds the weight limit is not permitted and will have to be checked in.

Keep these pointers in mind:

Remember to find out checked-in and hand baggage allowances.Don't pack valuables in your checked-in baggage.Carry medication, money and important documents in your hand baggage.Most airport security regulations permit limited quantities of liquids, gels or pastes that must be carried in containers not exceeding 100ml.The containers must be carried in a separate clear plastic, zip-top or re-sealable bag.Some countries do not permit any liquids in your hand luggage.

How do I cancel a flight reservation?

Four easy steps after you hop on to your trips pages. Select the passengers you want to cancel the reservation for Hit the â€œCancelâ€ button and click on cancel selected passengers Chose reason for cancellation and enter your Telephone pin to cancel All cancellations incur a cancellation fee which will be deducted at the time of the refund. Please keep in mind, however, that most international fares do not refund on partially utilized tickets.

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.

If I need to cancel my flight, what's the latest I can do this by?

With via.com, 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.

How will I get my money back after a cancellation?

Via.com 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 your debit card, we will credit the money back to the debit card. Please remember that the cancellation charges will be deducted from the refund amount, before the refund is made.

How long does it take to process a refund?

Refund computation will take 12 working days and the amount will reflect in your account within 15-20 working days depending on the issuing Bank.I still haven't received my refund. Help! We're extremely sorry for the delay Please mail us at me@via.com Someone will get back to you at the earliest

What is an amendment?

An amendment is a fancy word for a change in your travel plans. You can change the date, the time or the sector (or all three) of your travel, 48 hrs prior to the departure. For example, if you're booked on a flight from Mumbai to London, you could change your destination to Paris but will have to pay for the amendment. The tickets will be re- issued after you've made the payment and will be mailed to you in 24 hours.

What does it cost to make an amendment?

All amendments come at a fee that varies from airline to airline.Please refer Airline cancellation Policy

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.

Can I cancel my tickets after an amendment?

Yes. You'll have to call our customer care chaps to cancel the amended tickets. You'll have to pay the cancellation charges. Hop on to via.com's Cancellation Policy for more details.

Amendments (or changes in hotel bookings) How do I modify a hotel booking?

Please refer Hotel Training Material for modifications
CC Authorization

How do I authorize my credit card for bookings ?

Its simple! Follow the below steps to enable authorization.
> Download & Fill Credit Card Authorization form
> Attach supporting documents
> Send it to me@via.com

What are the supporting Documents?

1. Authorisaction Form attached to be filled and Signed by the Card Holder.
2. Credit Card Front Side Copy.
3. Passport Copy.
4. Latest Credit Card Statement of the Card Holder.

What is the time taken to enable authorization on my credit card ?

Once the authorization form and supporting documents are verified and checked by our experts, The option will be enabled this will take 02 -03 working days.

What happens if supporting documents are not provided?

In the event the above mentioned documents are not provided to Via. Via reserves the right to cancel the booking & credit card service without any further notice to the customer and shall not be liable for any damage in connection thereto, in any form or manner.

Will I get a verification/Confirmation mail during my online purchase?

All customers booking through our portal, would receive a verification mail from us, so we request you to kindly input valid information. This is an additional level of security which Via offers to all its customers who are using credit cards. Confirmation of the tickets is subject to successful verification of the customer's details. In case of fraudulent transaction, Via reserves the sole right to cancel all bookings without any further notice to the customer.