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Current information

  • My flight was cancelled. How does the procedure in eSky look like?

    If the airline has cancelled your flight, we will notify you and keep you updated about the status of your case. What does this process look like?

    1. The airline confirms the cancellation of your flight.
    2. We inform you about the cancellation and about starting the process of checking available refund options.
    3. We contact the airline for information about available refund options.
    4. After receiving the information, we provide you with a message with the available refund options: refund to the account, voucher, or bonus points. The type of refund depends entirely on the airline.
    5. You choose the refund option that is best for you.
    6. In case of status changes or extending the waiting period, we will send you an e-mail with the appropriate information.

     

    If your booking consists of several tickets, you will receive information about available refund options in single or separate messages.

     

    Remember! The refund for an unused ticket includes the cost of the ticket and airport fees. Other eSky products or services purchased with the ticket may not be refundable.

    In the current situation, the waiting time for information from the airlines has been extended and is independent of us.

    Learn more about refunds for flights cancelled due to COVID-19 - here.

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  • I want to change or reschedule my flight

    Change of date or resigning from travel due to the COVID-19 pandemic is possible but depends on whether your flights were cancelled (or airline rescheduled it). Check what can you do in your situation.

    • The airline cancelled or rescheduled my flight.
      After confirming by the airline that your flight was cancelled or its schedule was changed, you will receive an email from us with further instructions. Possible refund options or schedule changes depend entirely on the airline.

    How does this process look like?

    1. The airline confirms cancellation of your flight.
    2. We inform you about the cancellation and starting the process of checking available refund options.
    3. We contact the airline to get information about available refund options.
    4. After receiving information about possible refund options, we pass it on to you: cash refund to the account, voucher or bonus points. The refund type depends entirely on the airline.
    5. You choose the refund option that is best for you.
    6. In case of any status changes or extending the waiting time, we will send you an e-mail with appropriate information.

    If your booking consists of a few tickets, you will receive information about possible refund options from us in a single or separate message.

    • My flight is to take place according to the schedule.

    The option of a refund or making changes to your ticket depends entirely on the airline and the conditions of the purchased fare. Most airlines allow to modify the dates for an additional fee (in case of higher fares, those changes may be free of charge).Attention! Airlines usually do not refund the price difference if the ticket price after the change is lower than the original one. In case you want to cancel your flight, most airlines will not allow for a refund if the cancellation is only a passenger’s decision. Read more >>

    Therefore, we kindly ask you to wait for the final decision to cancel or reschedule the flight. In the current situation, the information from airlines concerning schedule changes or cancellations are sent about a week in advance.

    Remember! Due to the COVID-19 pandemic, the waiting time for contact is significantly extended, and in the first instance, we handle the refunds for the canceled flights. Please, contact us if your trip should start no later than in 2 weeks.

    Find out more about procedure of refund for a cancelled flight due to COVID-19 - here

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  • How long do I have to wait for my refund for a cancelled flight?

    In case of receiving information from the airline about cancelling the flight, we will start working as soon as possible to obtain a refund for the ticket on your behalf. Remember! The waiting time for a response from most airlines is significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.

    The refund process may take up to several months from the moment when the airline has received our refund application. Some airlines have announced that they will launch the refund process after the official announcement that the COVID-19 pandemic is over.

    At the same time, airlines allow receiving a refund in a different form:  voucher or bonus points. If you decide on alternative options, the refund process is faster but can still take longer than usual.

    If you choose any of the available refund options we will keep you updated on the progress of the process.

    Remember! The availability of refund options depends on the airline, whose ticket you have.

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  • What and in which form can I get as a refund for my cancelled flight?

    The refund for a cancelled flight usually covers only the cost of the flight ticket. Some airlines also refund for additional services purchased directly at the airline.

    The form of refund (refund to the bank account or card, voucher or bonus points to use when buying another ticket) depends entirely on the airline’s decision. Because of the COVID-19 crisis, most airlines stipulate that choosing a traditional refund to the account may involve long waiting time or will be possible only after the official announcement about the end of the pandemic. Therefore, airlines usually offer a much quicker refund in the form of vouchers or points.

    Remember! The refund only covers the cancelled flights from your booking. Airlines do not refund for flights that took place according to the schedule.

    Learn more what and in which form you can get as a refund - here.

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  • When and how do I receive a refund for a cancelled Flight+Hotel package?

    The refund process for cancelled Flight+Hotel packages may take up to 180 days as it is subject to the provisions of the so-called Anti-crisis Shield (Article 15k (1) of the Act of 31 March 2020 amending the Act on special solutions related to the prevention, counteraction and combating COVID-19, other infectious diseases and crisis situations caused by those diseases, as well as some other Acts).

    After we receive payment from partners providing services within your Flight+Hotel package, the money will be refunded using the same payment method that was used during the purchase. After we make a refund, we will notify you immediately via e-mail.

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  • Restrictions for travellers. Can I travel?

    Due to the COVID-19 pandemic, many countries have suspended the possibility of free movement, crossing the borders, and entry for foreigners.

    Because the introduced restrictions and rules regarding travelling change irregularly and may be unclear, we have prepared a special website with information about restrictions that are regularly updated. Check the latest information about the possibility of crossing the borders and travelling around different countries - here.
     
    Remember! Before embarking on a journey, read the official announcements of the authorities of the country you are going to visit.

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  • How can I get in contact with eSky?

    Currently, you can only contact us by using the contact form

    Due to a large number of inquiries, we have decided to temporarily disable our helpline.
    Thanks to this, we can speed up handling the inquiries and processing refunds, which is our priority in the current situation.

    Remember! If your journey is to start later than in 2 weeks, please wait before you contact us.

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  • The refund amount is lower than the total amount of my reservation. Why?

    The amount of the refund granted is at the airline's discretion and includes services covered by its refund policy. This amount does not include the service fee and additional services purchased on eSky, which have been performed even though the flight was canceled.

    In some cases, airlines will refund for canceled reservations in separate payments, e.g. for specific passengers, if the booking consisted of tickets for a group of people, or it included additional services offered by the airline, such as additional luggage, seat reservation, etc.

    What is included in the refund amount? Learn more >>

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My booking

  • No booking confirmation. How can I check its status?

    We send the booking confirmation in an e-mail after the tickets are booked and paid for. Current booking status can be checked on your account in the eSky User Zone in “My booking” bookmark or under this link (you have to provide booking number and an e-mail that was used to make it).

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  • No boarding passes

    We send boarding passes to the e-mail provided during the booking from 48 to 8 hours before the flight. If your travel consists of a couple of flights, boarding passes will be sent in separate e-mails – from 48 to 8 hours before each one of them.

    If your flight is in less than 8 hours and you do not have the e-mail with the boarding passes, check the SPAM folder and make sure what e-mail was provided during the booking. It is possible that the boarding passes were sent to another inbox you own.

    Attention! When it comes to flights that require providing additional details in the check-in form, boarding passes will be sent only after the required information is added. If your booking includes additional passengers, make sure that the details were provided for all of them.

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  • How can I buy luggage?

    Checked luggage can be bought during booking the ticket or added after, but no later than 48 hours before the flight.

    Exemplary conditions:

    Ryanair (price for the flight leg/passenger):

    • 10 kg, 1 piece of luggage 55 x 40 x 20 cm – from 15 USD to 31 USD*
    • 20 kg, 1 piece of luggage 81 x 119 x 119 cm – from 29 USD to 56 USD*

    Wizz Air (price for the flight leg/passenger):

    • 10 kg, 1 piece of luggage – from 11 USD to 31 USD*
    • 20 kg, 1 piece of luggage – from 17 USD to 56 USD*
    • 32 kg, 1 piece of luggage – from 26 USD to 81 USD*

    Other airlines – [check here]

    * Prices are set by the airlines and might change. Provided values are only indicative.

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  • How can I buy priority boarding?

    Priority boarding service can be bought during booking the ticket or added after, but no later than 48 hours before the flight.

    Attention! Priority boarding service is limited and might be unavailable.

    Exemplary conditions:

    Ryanair (price for the flight leg/passenger):

    • boarding the plane through the priority lane, possibility to take personal bag no bigger than 40 x 20 x 25 cm and a hand luggage no bigger than 55 x 40 x 20 cm and up to 10 kg – from 7 USD to 20 USD*

    Wizz Air (price for the flight leg/passenger):

    • boarding the plane through the priority lane, possibility to take one hand luggage no bigger than 40 x 30 x 20 cm and up to 10 kg, second hand luggage no bigger than 50 x 40 x 23 cm and up to 10 kg – from 5.5 USD to 34 USD*

    * Prices are set by the airlines and might change. Provided values are only indicative.

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  • How can I buy seat selection service?

    Airlines booking systems assign seats on the plane randomly. In case of a flight with co-passengers, carriers split up people travelling together (the only exception to this rule is a situation in which a child travels with a guardian). To avoid such inconvenience, it is worth to buy a seat selection service.

    The service can be bought during booking the ticket (option available only for selected airlines) or by contacting us through the contact form (link below).

    Booking a selected seat is a paid service and its price depends on the airline and the type of the chosen seat. In response to your message, our consultants will send information about seats availability and prices.

    Price of the service varies from 5 USD to 28 USD per person (for every flight leg).*

    Attention! Number of free seats on the plane changes dynamically and the selected seats might be unavailable.

    * Prices are set by the airlines and might change. Provided values are only indicative.

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  • I want to cancel a booking. How can I do that?

    In most of the low-budget airlines (including Ryanair, Wizz Air, easyJet, Laudamotion) returning the ticket is impossible. The airlines emphasize in the booking conditions that the tickets are non-refundable. 

    When it comes to commercial airlines (e.g. LOT, Lufthansa, Air France), the possibility to return a ticket is specified in the tariff conditions.

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  • I need an assist on the airport. What should I do?

    The need to use a special assistance at the airport should be submitted immediately after booking the ticket. Time in which the airline or an airport must be informed about the fact depends on the policy of a specific carrier or airline.

    Special assistance is free of charge and entitled to it are people with disabilities and limited mobility.

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  • Information regarding change of flight time by the airline

    If an airline changes the time of the flight, we will inform you about it. An information about the change will be sent to the email provided during the booking.

    Message from us will be titled:
    IMPORTANT! Schedule change notification, confirmation code [booking number]

    Attention! We will send the new ticket with a changed time of flight to the e-mail provided during the booking.

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Online check-in

  • Error during online check-in

    If an error occurred during providing the passenger details in the check-in form or during an independent check-in, you have to immediately inform us about it.

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Changes in the booking

  • How can I change the flight date?

    The possibility to change the travel date depends on the airline. Some of the low-budget airlines allow to change the date for an additional fee (depending on the carrier it might be as high as 200 USD), while some of the commercial airlines provide such service only for selected tariffs. 

    The fee for changing the date is charged for each passenger and for each flight leg (single flight). Additionally, the difference between the prices of an original and a new ticket might be added to the amount. Airlines do not return a difference if the price of the new ticket is lower than the original one.

    In some cases eSky charges an agency fee in the amount of 18 USD for making a change on the ticket, which is included in the total price for the change. This fee is charged for each passenger that needs a change made.

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  • Invalid passenger details in the booking. What should I do?

    In most of the airlines changing the details on the ticket is not permitted. It is possible to correct the incorrect data, however the scope and the price of the changes depends on the policy of a specific airline.

    All incorrect information on the ticket, such as:

    • misspelling in the first name or last name,
    • wrong date of birth,
    • wrong passenger title (Mr./Mrs.),
    • wrong passenger type (adult/child)

    should be immediately reported. Our consultants will check the possibility to correct the mistakes mentioned above, inform about the possible charges for the change and contact the airlines to correct the details on the ticket.

    Attention! Lack of the special characters and accents (e.g.. č, é, ö), as well as spaces and diacritics in the multipart last names on the ticket is not an error. Airlines do not use them on purpose. 

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Invoice

  • How can I change the buyer's details on the invoice?

    The change of the buyer’s details (not the passenger!) is possible up to 30 days after purchasing the ticket. eSky allows to change the details:

    • from a natural person to a different natural person,
    • from a natural person to a company.

    It is not possible to change the details from the company to another company or from the company to a natural person.

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  • Why there are two amounts on an invoice, both in different currencies?

    Because the purchase is processed by a Polish company, the legal regulations require introducing two amounts on the invoice. One of them is the amount in which the service was purchased, and the other one is its equivalent in PLN (Polish Zloty).

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Contact form – booking service

Due to the exceptional situation connected with Coronavirus, contact us only by using the contact form available below. Thank you!

Working hours

Monday - Friday: 08:00 - 16:00 UTC

We endeavor to respond as quickly as possible.

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