FAQ

Category

DeNA TRAVEL Thailand Customer Center

Please feel free to contact us:

Inquiry Form

You can also call us: (02)104 0734(02)104 0734

Business hours: Monday to Friday 8:00 AM - 5:00 PM (TH Bangkok Time)

(available only in English)

Category

DeNA TRAVEL Thailand Customer Center

Please feel free to contact us:

Inquiry Form

You can also call us: (02)104 0734

Business hours: Monday to Friday 8:00 AM - 5:00 PM (TH Bangkok Time)

(available only in English)

Reservation

How am I going to receive my flight information?

Once you complete your flight booking, you will receive a confirmation e-mail from DeNA TRAVEL. Please log in to your MY BOOKING from the link on the confirmation e-mail, then check your travel details.

Also we will send you an e-mail when the e-Ticket receipt is ready. (Normally within 3 days of the completion of your booking.) Please print it out from your MY BOOKING before the departure.

MY BOOKING;

  1. Go to MY BOOKING page and log in with your itinerary number and e-mail address.
  2. Review the details of Itinerary.
  3. When your e-ticket is ready, "e-Ticket Receipt " button become clickable and you can print out your e-ticket.

If you have not received a confirmation e-mail, please check your SPAM folder as well (The domain of the e-mail address will be skygate-global.com). If you cannot find it, there is a chance that you have entered the incorrect e-mail, please contact us via the Inquiry Form with your name, phone number (we will call the number that was used to make the reservation) and a preferred time frame within 9am-6pm on a business day. You will receive a callback.

How do I find a booked itinerary?

We send you a confirmation e-mail once you complete your booking. Your itinerary number is on the e-mail and please log in to your MY BOOKING with your itinerary number and e-mail address.

If you forgot your itinerary number, please go to MY BOOKING log in page and click "Problems Logging in?" link and enter your e-mail address. We will send you an e-mail to inform your itinerary number.

If you have not received a confirmation e-mail, please check your SPAM folder as well (The domain of the e-mail address will be skygate-global.com). If you cannot find it, there is a chance that you have entered the incorrect e-mail, please contact us via the Inquiry Form with your name, phone number (we will call the number that was used to make the reservation) and a preferred time frame within 9am-6pm on a business day. You will receive a callback.

How will I receive MY BOOKING/flight information?

Once you complete your flight booking, you will receive a confirmation e-mail from DeNA TRAVEL. Please log in to your MY BOOKING from the link on the confirmation e-mail, then check your travel details.

Also we will send you an e-mail when the e-ticket is ready. (Normally within 3 days of the completion of your booking.) Please print it out from your MY BOOKING before the departure.

MY BOOKING;

  1. Go to MY BOOKING page and log in with your itinerary number and e-mail address.
  2. Review the details of Itinerary.
  3. When your e-ticket is ready, "e-Ticket Receipt" button become clickable and you can print out your e-Ticket Receipt.

*If you cannot find it, please contact us via the Inquiry Form with your name, phone number (we will call the number that was used to make the reservation) and a preferred time frame within 9am-6pm on a business day. You will receive a callback.

Can I make a reservation by phone?

No. We are not taking any reservation by phone. Please search and complete the booking online.

Can someone else book travel for me?

It is possible to make a reservation on someone's behalf. However, at the time of reservation information such as full name as it written on government issued ID/passport and passport number may be requested. If incorrect information is entered, the reservation may have to be cancelled and rebooked or the carrier(s) should be contacted directly.

I don't remember my itinerary number and cannot log in to MY BOOKING. What should I do?

Please go to log in screen of MY BOOKING click "Problems Logging in?". Please enter your e-mail address which you entered when you made reservation, then we will send you an e-mail to inform your Itinerary number. (The domain of the e-mail address will be skygate-global.com)

How do I know that my reservation has been completed successfully?

Once you complete your flight booking, you will receive a confirmation e-mail from DeNA TRAVEL. Please log in to your MY BOOKING from the link on the confirmation e-mail, then check your travel details.

Also we will send you an e-mail when the e-ticket is ready. (Normally it arrives within 3 days after you complete your booking.) Please print it out from your MY BOOKING before the departure.

If you do not receive an e-mail, please contact DeNA TRAVEL directly.

MY BOOKING;

  1. Go to MY BOOKING page and log in with your itinerary number and e-mail address.
  2. Review the details of Itinerary.
  3. When your e-ticket is ready, "e-Ticket Receipt" button become clickable and you can print out your e-Ticket Receipt.

*If you cannot find it, please contact us via the Inquiry Form with your name, phone number (we will call the number that was used to make the reservation) and a preferred time frame within 9am-6pm on a business day. You will receive a callback.

Why can't I receive an e-mail after the completion of the reservation process?

Please check your junk mail folder (The domain of the e-mail address will be skygate-global.com). If you don't receive an e-mail, there is a possibility that you entered wrong e-mail address. Please contact us via the Inquiry Form for the status of your reservation.

Why was the flight I selected not finally available for reservation?

This could happen if another customer has made the reservation before you have finished your reservation. If you conduct another search for the same conditions and see same item at the same price, please select another item.

Is there any kind of full or partial refund for a ticket that I will not finally use?

If a cancellation request is made before on the 4 p.m. (TH Bangkok Time) the day before the trip, a partial refund (excluding cancellation fees) may be available. Trips can be cancelled and the possible refund amount can be seen from the MY BOOKING page.

However, the trip will have to be cancelled for all passengers and partial cancellations are not possible. Furthermore, single legs of the trips within a larger itinerary cannot be cancelled by DeNA TRAVEL and the whole trip would have to be cancelled.

About passenger age groups

The age groups for DeNA TRAVEL are as follows:

Infant under age 2
Children age 2-11
Adult 12 and older

Infants will be treated as laptop infants and a seat cannot be requested for them through DeNA TRAVEL.

DeNA TRAVEL does not handle reservations for unaccompanied minors.

There must be at least as many travellers over the age of 12 as there are travellers under the age of 12.

DeNA TRAVEL does not have special discounts for seniors and students.

In general, for full service carriers, the fare for children is 75% and 10% for laptop infants of adult fare. There are also fares that are only charged at adult rates.

What does it mean when a flight number has one airline’s name but the flight is actually operated by another airline? (What is codesharing?)

Both airlines have code-sharing agreement and operate and transport passengers each other. If you have a codeshare flight, the baggage regulation and check-in is handled by the operating airline.

What is the maximum number of travellers that be included in a single reservation?

The maximum number of travellers is 9 people. There must be at least as many passengers over the age of 12 as there are passengers under the age of 12.

Can I add on baggage for LCCs afterwards?

In some cases it is possible to add on to checked baggage (for a fee) before the flight using the reference number and the airline's website. However, it may not be possible and in such cases the carrier should be contacted directly.

▲ Up to Top

Passenger Info

What if the name/gender on my flight reservation is misspelled?

When you place the booking, please make sure you book your flight under the exact name as is printed in our passport. Due to airline security policies, it is impossible to amend bookings and you will not be able to fly if the names on the booking and in your passport don't match. You will need to cancel and rebook your flight under the name listed in your passport. Under any circumstances, we will charge you the certain cancellation fee if you need to cancel the reservation.

Also be sure to not mistake the gender or you will either have to cancel and rebook or contact the carrier directly.

How do I update my passport information in my DeNA TRAVEL MY BOOKING?

  1. Log in to MY BOOKING with your Itinerary number and e-mail address.
  2. Press the “Passport Info” button.
  3. Press "Add" button on Passport Information.
  4. Update your passport information and press "Confirm".
  5. Please check the information you update is correct and press "Complete".

Please be aware that after passport information is entered for a passenger that it can no longer be edited by the travellers and passport information for all travellers must be entered at the same time.

If there is a mistake in the passport information (excluding name and gender) it may be possible for DeNA TRAVEL to change it. However, in some cases this may not be possible and you will have to cancel and rebook (The ticket will have to be cancelled and a new ticket will have to be purchased).

What can I do if I don't remember the number of my reservation?

Please go to log in page of MY BOOKING and click "Problems Logging in?", enter your e-mail address which you entered when you made reservation, then we will send you an e-mail (The domain of the e-mail address will be skygate-global.com) to inform your Itinerary number.

Will I be asked to give you more information as passport number?

In cases of international travel, we may ask for passport information after the booking is complete.

I have made a mistake in my contact information.

Contact information can be edited from the MY BOOKING page.

I have made a mistake in my passport information.

If there is a mistake in the passport information (excluding name and gender) it may be possible for DeNA TRAVEL to change it. However, in some cases this may not be possible and you will have to cancel and rebook (The ticket will have to be cancelled and a new ticket will have to be purchased).

How to Contact us

I have made a mistake with my date of birth.

If there is a mistake with the date of birth it may be possible for DeNA TRAVEL to change it. However, in some this may not be possible and you will have to cancel and rebook. (The ticket will have to be cancelled and a new ticket will have to be purchased)

I have entered the wrong gender.

It not possible for DeNA TRAVEL to correct for entering the incorrect gender. If you have entered the incorrect gender you should either cancel and rebook (The ticket will have to be cancelled and a new ticket will have to be purchased) or contact the operating airline(s) directly.

How can I update my contact information?

Contact information can be updated from "Contact Info" button on the MY BOOKING page.

How do I find my airline reservation number?

Go to the MY BOOKING page and log in with your itinerary number and e-mail address. Then click on "Download e-Ticket Receipt". Under "Basic Info", you will find your Airline Reservation Number.

▲ Up to Top

Change & Cancel

Can I add another traveller to my flight itinerary?

No. You cannot add another person to your existing flight itinerary. Please book the flight for another traveller separately.

How do I cancel my flight reservation?

Please cancel from the "Cancellation " button in the MY BOOKING page, if there is a refundable amount it can be seen from that page. Using the "Cancel" button at the bottom of the page and clicking "YES" on the ”Confirm Cancellation”.

  1. Login into MY BOOKING and click the "Cancellation " button.
  2. Confirm the refundable amount (if there is any) and click the "Cancel" button at the bottom of the page.
  3. Click "Confirm" and your cancellation will be complete.

How do I change my flight reservation?

Depending on the airline rule, your flight might not be changeable or might require extra changing fee other than DeNA TRAVEL Administration Fee (per ticket). Please note that LCC (Low Cost Carriers) bookings are non-changeable.

How to Contact us

Is it possible to transfer my airline ticket to someone else?

No. Airline tickets cannot be transferred to another passenger. If you find yourself unable to travel, please refer to the cancellation policies of your ticket(s).

Will I be able to travel if my name has been changed?

If your name has been changed and the name on your ticket no longer matches your government-issued ID, you may need to cancel and rebook your trip (The ticket will have to be cancelled and a new ticket will have to be purchased). If the name changed due to circumstances such as marriage, divorce, or other legal name changing processes, please contact the operating carriers who may be able to assist you.

If you have signed-up for a visa, travel authorization or new passport before the name change/passport renewal please check with the government that issue the visa or authorization as you may have to reapply.

Can the name of the passenger be changed?

Depending on the airline rule, your flight might not be changeable or might require extra changing fee other than DeNA TRAVEL Administration Fee (per ticket). Please note that LCC (Low Cost Carriers) bookings are non-changeable.

▲ Up to Top

Airline & Airport Info

What do I need to check in for my flight?

Please print out your e-Ticket Receipt and show it at the check-in counter. In addition to the e-Ticket Receipt, you will need a government issued ID. Please check the The Customs Department - Thailand Web site on what exactly you need to go through security.
(http://www.customs.go.th )

How do I get a boarding pass?

Your boarding pass will be issued by the airline when you check in for your flight at the airport.

What documents do I need to pass the airport security?

You must present two documents;

  1. A valid government-issued photo ID such as a passport. For more information about valid ID, please see the The Customs Department - Thailand web site. (http://www.customs.go.th )
  2. An airline-issued boarding pass for the current date.

How do I upgrade my seat?

Seating requests and upgrades are not handled by DeNA TRAVEL and the flight operator should be contacted directly.

About Airline Baggage Allowances

Please contact or visit the website of the operating airlines directly.

What should I do if I miss my flight?

If you missed your flight, contact your airline directly for assistance.

My flight is cancelled by the airline. What should I do?

Contact the operating airlines first. If there are multiple airlines that would have an effect on your ability to use further legs of your trip, please contact us. However there is a chance, that nothing can be done.

Why do airlines cancel flights?

Airlines may change or cancel flights for either schedule changes, inclement weather, and issues such as mechanical problems and labor issues. If posssible, we will try to notify you by e-mail or phone of any major changes. However, there are times when airlines do not give advance notice. We recommend that you to check with the airline for the status of your flights regularly before your trip.

If your flight has been cancelled, please contact the operating airlines first. If there are multiple airlines that would have an effect on your ability to use further legs of your trip, please contact us. However there is a chance, that nothing can be done.

Do I have to confirm my flight booking?

There is no need to reconfirm with DeNA TRAVEL. Once you complete your flight booking, you will receive a confirmation e-mail from DeNA TRAVEL. Please log in to your MY BOOKING from the link on the confirmation e-mail, then check your travel details.

Some airlines may require the reconfirmation of flights or early check-ins via their website. Please check with the carrier(s) directly.

What is a Low-Cost Carrier (LCC)?

Low-Cost Carriers also known as low-cost airlines are budget airlines that offer a cheaper fare but usually have stricter restriction on refunding and frills such as baggage, meals and entertainment.

What kind of ID do children need when traveling?

For international flight, any age of children need to provide the same identification as adult such as passport and other government issued photo ID.

For domestic flight, please contact the airline once you complete the booking since the rules of children's identifications vary by airlines.

What should I do if I lose my tickets?

Electronic tickets (e-tickets) are tickets that exist in the system of airline companies that cannot be lost. It is recommended to print out a copy of the e-ticket for your own reference and for smoother check-in procedures.

How much time prior to the flight departure should I be at the airport?

You should be at the airport at least 2 hours before the departure time for the international flights. For domestic flights, generally 1 hour is enough. Please keep in mind that you will need enough time to pass the security controls, especially during peak periods.

What should I do if the weather conditions are bad?

If there is inclement weather, we recommend that you:

Check your flight status on your airline's website to find out if your flight has been delayed or cancelled.

Check your airport to find out if there is specific travel advice for travelers. Also give yourself plenty of time to get to the airport.

What do I need when I contact the airline?

Most airlines will need the passenger name and Airline Reservation Number or Ticket Number on your e-Ticket Receipt.

Go to the MY BOOKING page and log in with your itinerary number and e-mail address.Then click on "E-Ticket" to download your E-Ticket Receipt. Under "Basic Info", you will find your Airline Reservation Number.

How to see my booking on the Jetstar site

You can access the Jetstar website at the following link.
https://booknow.jetstar.com/RetrieveBooking.aspx

However, you will not be able to retrieve your booking using your own email address, because the reservation was made through DeNA TRAVEL.

If you wish to add checked baggage, see your itinerary, etc. please follow the steps below to login to the Jetstar website using your reference number (Written on your e-Ticket under Reservation No (6 digit alphanumeric)).

Steps
  1. Visit https://booknow.jetstar.com/RetrieveBooking.aspx
  2. Click "Forgot your email? Sign in with your name"
  3. Input your booking information: first and last name, origin, and destination (please choose origin and destination from the list that pops up). *If you entered your middle name into your passenger name, please enter first and middle name together.
  4. Login.

From there, you will be able to add and pay for baggage, meals, etc. to your reservation for each passenger.

▲ Up to Top

Payment

What are my payment options?

We accept Visa, MasterCard.

Why was DeNA TRAVEL unable to process my payment?

If your credit/debit card cannot be processed, please contact your bank or financial institution to resolve the matter.

How can I get invoice/receipt of my payment?

It is possible to request an invoice/receipt via the Inquiry Form. Please be as clear as possible when telling the purpose of the invoice/receipt and the information that is needed. We will try to send the invoice/receipt via e-mail within 5 business days of receiving the request. (The domain of the e-mail address will be skygate-global.com)

Do I always have to use the same payment card?

No. You don't need to use the same card every time when you place bookings.

Can I make a reservation using my own credit card on behalf of someone else who wants to travel?

Yes, however there is a chance that the credit card maybe asked for at the check-in counter, or the card company may ask for confirmation or other information may be checked and if the card is not produced/information is not given the tickets may be cancelled at the counter.

In which currency can I pay my tickets?

The currency is charged and displayed in Thai baht. If using a card that was issued overseas (a country outside of Thailand), a separate overseas transaction fee may be incurred by the issuer of the credit or debit card that was used. For further information, please contact the card issuing financial instituation.

When will my credit card be charged?

In principle, the card will be charged at the time of the completion of the reservation.

Are there credit card processing fees?

It depends on the card type. Due to the fees being based on the type of card that is used, they can only be seen at the "Payment" page.

I cancelled my reservation but I have yet to receive my refund.

The cancellation is automatically done and the refund request is sent directly to the issuer of card that was used to make the reservation. If you have yet to receive a refund, please contact the issuing institution of your card.

There is a pending transaction, what should I do?

Pending transaction technically means that no money has been taken. A pending transaction is to see if the funds are available. In case that a reservation cannot be made the pending transaction is automatically cancelled by the payment processor of DeNA TRAVEL.

However, depending on the financial institution the pending transaction will be released back to the time specified by the financial institution. In some cases, the financial institution has procedures to help quicken the releasing of these funds. Please contact your financial institution to find out about these procedures, and DeNA TRAVEL will help facilitate within reason.

▲ Up to Top

Other

How can I make an inquiry to DeNA TRAVEL?

DeNA TRAVEL Thailand Customer Center
(02)104 0734
Business hours: Monday to Friday 8:00 AM - 5:00 PM (TH Bangkok Time)
(available only in English)

You can also contact us via the Inquiry Form.

How do I access and print my e-ticket?

  1. Go to MY BOOKING and log in with your itinerary number and e-mail address.
  2. Select "e-Ticket Receipt" button and read through and agree with CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES.
  3. Download e-Ticket Receipt.

Can I get infant, child, or senior discounts on my flight?

The age groups for DeNA TRAVEL are as follows:

Infant under age 2
Children age 2-11
Adult 12 and older

Infants will be treated as laptop infants and a seat cannot be requested for them through DeNA TRAVEL.

DeNA TRAVEL does not handle reservations for unaccompanied minors.

There must be at least as many travellers over the age of 12 as there are travellers under the age of 12.

DeNA TRAVEL does not have special discounts for seniors and students.

In general, for full service carriers, the fare for children is 75% and 10% for laptop infants of adult fare. There are also fares that are only charged at adult rates. When the search is conducted the appropriate price is shown.

Is it possible to hold a flight reservation for booking at a later time?

We DO NOT hold or reserve a selected fare for booking at a later date. It is possible that if you search at a later date the price may no longer be the same.

What is your privacy policy?

Please refer our privacy policy from here. privacy policy

What are e-tickets? Can I travel with a copy of an e-ticket?

Electronic tickets (e-Tickets) are tickets that exist in the system of airline companies that cannot be lost. It is recommended to print out a copy of the e-ticket for your own reference and for smoother check-in and immigration procedures.

What is the minimum validity that is need before the passport expiry date for international travel?

Generally, your passport must have a minimum validity of 6 months after your intended return date. However, It depends on the country which you travel to and please contact to the relevant embassy for the up-to date minimum validity of your passport.

I don't have a passport, can I make a reservation?

In most cases it is possible to make a reservation without a passport but certain airlines/governments require passport information at the time of ticketing. In those cases a valid passport is needed. In cases where a passport is needed ( for international travel), but you have yet to get one, please fill in the names on the passenger information page as they will be written on the passports when making a reservation.

If the name on the passport differs from the name at the time of ticketing, the ticket will either have be cancelled and rebooked, or the airline(s) should be contacted direct.

Please be aware of the time it will take for you to receive your passport by checking with the issuing body for your passport before making a reservation.

Travellers are responsible for obtaining and keeping their own travel documents.

How can I get a passport?

It is possible to apply from the website for the Thailand Passport Office.

What browsers are supported by the DeNA TRAVEL site?

The DeNA TRAVEL website supports the following OS and browsers:

iOS 5.0-
Android OS 4.0-
Windows 7- IE9-, The latest version Google Chrome/Firefox
Mac OS X 10.6- The latest version Google Chrome/Firefox/Safari

I am enrolled in a mileage plan. Can I get mileage with DeNA TRAVEL?

Mileage is handled by airlines and the airline should be contacted directly with airline confirmation number which can be found on the copy of the e-ticket.

Can I use frequent flyer miles for trips booked on DeNA TRAVEL?

No. Frequent flyer programs are handled directly through airlines and the reservation would have to be made via the airline.

I am trying rebook my flight but I cannot find any at the price/time I found before.

Airline seating availability/prices are updated regularly and within any span of time it is possible for a seating class to become sold out or the price change.

I am trying to book a flight I saw earlier but I can no longer find it.

Airline seating availability/prices are updated and adjusted regularly and within any span of time it is possible for a seating class to become sold out or the price change.

▲ Up to Top