Customer Support

 
 
  1. How do I change or cancel my airline ticket?
  2. How can I see my reservations, and view or change my profile?
  3. Will I be charged a fee for checked bags?
  4. What are Ticket Terms and Conditions?
  5. Do I have a seat assignment when I book a flight?
  6. Can I cancel my hotel reservation online?
  7. What documents do I need to go through airport security?
  8. How do I find the rules, and penalties about changes my flight?
 
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1. How do I change or cancel my airline ticket?

 
 

         If you wish to change or cancel your airline ticket, you’ll need to contact us and we will do it for you. Please be advised that surcharges, difference in fare and penalties might apply for most of the tickets depending on the rules the airline presents. Depending on the rules some tickets might be non endorsable or non refundable. You cannot change the name on an airline ticket or give the ticket to someone else to use.  Also, you cannot exchange a ticket from one airline to another. Passengers holding non-refundable tickets for American, Continental, Delta, Northwest, United, and US Airways should be particularly aware of deadlines and restrictions. For more precise details, please read the terms and condition in my trip pertaining specifically to your trip.  

 
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2. How can I see my reservations, view or change my profile

 
 

       When you  sign in click on mytrip or my profile tabs.

In "My Trips",  you can:

  • View summary or display details on all your current reservations, past trips, and canceled trips.
  • Cancel a reservation.
  • Print your itinerary.
  • Resend your Travel Document via e-mail to another address.
  • View city, airport, and airline guides pertinent to your trip.

In "my profile", you can:
traveler information  - edit the name, date of birth, and contact info
ticket delivery information - here you can provide the address where you want your paper tickets mailed to, we do not mail e-tickets
payment information - here you can edit and change your payment info
frequent traveler cards - here you can add update or change frequent flyer information
traveler preferences - here you can set up the preferences for your trip, such as Seat location, smoking preference for your hotel, or you can set up you car search.
sign-in information - here you can change your profile password.

         Soon after you make your travel purchase, we'll send you e-mail that contains your itinerary, ticket number and record locator.  This is your confirmation.  Your confirmed reservation is stored in the airlines' reservation system and with Palas Travel.

 
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3. Will I be charged a fee for checked bags?

 
 

         The following major airlines currently charge an extra fee each time bags are checked with that airline. For passengers whose tickets are sold as a codeshare flight, operating and/or marketing carrier fees may apply. For other airlines, please check that carrier's website for detailed information concerning that carrier's baggage fee policy.
         Please note: These fees are not included in your total trip cost when purchasing tickets on our site and are collected by the airline. .
Some airlines may not charge any additional fees for checking bags when passengers have certain status in their mileage or loyalty programs.
Baggage Charges Apply each way on select flights.

Airlines

Applies to...

Airline Policy

1st bag

2nd bag

Special Notes

Air Canada

 To/From Mexico and Central America

 View Policy

No Fee

 $15

 

Air Canada

Domestic Within Canada, Canada and United States including Hawaii

 View Policy

No Fee

$25

 

AirTran

Domestic

 View policy

No Fee

$10

The charge for a 2nd checked bag will be $10 when paid using Online Check-In or $20 when paid at the airport kiosks and ticket counter.

Alaska Airlines

Domestic

 View policy

No Fee

$25

 

American Airlines

Domestic, Canada,
U.S Virgin Islands, and Puerto Rico

 View policy

$15

$25

 

Continental

Domestic,
Latin America

 View policy

No Fee

$25

 

Delta

Domestic

 View policy

No Fee

$25
$50

 $50 fee for 2nd bag checked effective for tickets purchased on/or after 7/31/2008 for travcl on/or after 8/5/2008

Frontier Airlines 

Domestic

 View Policy

No Fee

$25

 

Hawaiian Airlines

Domestic

 View policy

$15

$25

 $15 fee for 1st bag checked effective for tickets purchased on /or after 8/1/08 for travel on/or after 10/01/08

JetBlue Airways

Domestic

 View policy

No Fee

$20

 

Mexicana

International including to/from the United States

 View policy

 No Fee

 $15

 

Midwest Airlines

Domestic

 View policy

No Fee

$20

 

Northwest

Domestic

 View policy

$15

$25

1st Bag effective for tickets purchased on/or after 7/10/08 for travel starting 8/28/08

Spirit Airlines 

 Domestic

 View policy

$15

$25

 1st Bag $15 when paid using On-line Check-In or $25 at the airport

Sun Country Airlines

Domestic,
International

 View policy

No Fee

$25

 

United Airlines

Domestic, Canada, Puerto Rico, and St. Thomas

 View policy

$15

$25

1st Bag for travel on or after 8/18/2008

US Airways

Domestic, Canada, Latin America, Caribbean


 View policy

$15

$25

 

    Note: Baggage policy and fees are subject to change by the airlines at any time. Please see the airline's Web site for the most current information.

 
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4.NOTICE OF INCORPORATED TERMS OF CONTRACT

 
 

          Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriage. Other carriers on which you may be ticketed may have different conditions of carriage. International air transportation, including the carriers' liability, may also be governed by applicable tariffs on file with the U.S. and other governments and by the Warsaw Convention or the Montreal Convention.. Incorporated terms may include, but are not restricted to:

  • Rules and limits on liability for personal injury or death.
  • Rules and limits on liability for delay.
  • Rules and limits on liability for baggage, including fragile or perishable goods, and availability of excess valuation charge.
  • Claims restrictions, including time periods in which passengers must file a claim or bring an action against the air carrier.
  • Rights of the air carrier to change terms of the contract.
  • Rules on reconfirmation of reservations, check-in times, and refusal to carry.
  • Rights of the carrier and limits on liability for delay or failure to perform service, including schedule changes, substitution of alternate carriers or aircraft and rerouting.

          You can obtain additional information on items 1 through 7 above at any U.S. location where the transporting air carrier's tickets are sold.  You have the right to inspect the full text of each transporting carrier's terms at its airport and city ticket offices. You also have the right, upon request, to receive free of charge the full text of the applicable terms incorporated by reference from each of the transporting air carriers. Information on ordering the full text of each carrier's terms is available at any U.S. location where the air carrier's tickets are sold. 

WARSAW AND MONTREAL NOTICES
         If the passenger's journey involves an ultimate destination or stop in a country other than the country of departure the Warsaw Convention or the Montreal Convention may be applicable and the applicable Convention governs and in most cases limits the liability of carriers for death or personal injury, delay, and in respect of loss of or damage to baggage. See also notices headed "Notice of Baggage Liability Limitations" and "Advice to International Passengers on Limitation of Liability". 

NOTICE OF CONTRACT TERMS INCORPORATED BY REFERENCE
            As used in this contract "ticket" means the passenger ticket and baggage check, of which these conditions and the notices form part; "carriage" is equivalent to "transportation"; "carrier" means any air carrier that carries or undertakes to carry the passenger or his baggage hereunder or perform any other service incidental to such air carriage; "electronic ticket" means the Itinerary/Receipt issued by or on behalf of Carrier, the Electronic Coupons and, if applicable, a boarding document; and "SDR" means the Special Drawing Right as defined by the International Monetary Fund (as of April 2004, 1 SDR ~ $1.50). "Warsaw Convention" means the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw, 12th October 1929, and/or that Convention as amended at The Hague, 28th September 1955, and/or that Convention as amended at Montreal, 25th September 1975, and/or that Convention as amended at Montreal, 25th September 1975, whichever may be applicable. "Montreal Convention" means the Convention for the Unification of Certain Rules for International Carriage by Air signed at Montreal, 28th May 1999.
           Carriage hereunder is subject to the rules and limitations relating to liability established by the Warsaw Convention or the Montreal Convention unless such carriage is not "international carriage" as defined by the applicable Convention.  To the extent not in conflict with the foregoing carriage and other services performed by each carrier are subject to: (I) provisions contained in this ticket, (II) applicable tariffs, (III) carrier's conditions of carriage and related regulations which are made part hereof (and are available on application at the offices of carrier) except in transportation between a place in the United States or Canada and any place outside thereof to which tariffs in force in those countries apply. 
           Carrier's name may be abbreviated in the ticket, the full name and its abbreviation being set forth in carrier's tariffs, conditions of carriage, regulations or timetables; carrier's address shall be the airport of departure shown opposite the first abbreviation of carrier's name in the ticket; the agreed stopping places are those places set forth in this ticket or as shown in carrier's timetables as scheduled stopping places on the passenger's route; carriage to be performed hereunder by several successive carriers is regarded as a single operation. A carrier issuing a ticket for carriage over the lines of another carrier does so only as its Agent.
           Any exclusion or limitation of liability of carrier shall apply to and be for the benefit of agents, servants and representatives of carrier and any person whose aircraft is used by carrier for carriage and its agents, servants and representatives.  Checked baggage will be delivered to bearer of the baggage check. In case of damage to baggage moving in international transportation complaint must be made in writing to carrier forthwith after discovery of damage and, at the latest, within seven days from receipt; in case of delay, complaint must be made within 21 days from date the baggage was delivered. See tariffs or conditions of carriage regarding non-international transportation.
            This ticket is good for carriage for one year from date of issue, except as otherwise provided in this ticket, in carrier's tariffs, conditions of carriage, or related regulations. The fare for carriage hereunder is subject to change prior to commencement of carriage. Carrier may refuse transportation if the applicable fare has not been paid.
           Carrier undertakes to use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in timetables or elsewhere are not guaranteed and form no part of this contract. Carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice. Carrier assumes no responsibility for making connections.
           Passenger shall comply with Government travel requirements, present exit, entry and other required documents and arrive at airport by time fixed by carrier or, if no time is fixed, early enough to complete departure procedures.  No agent, servant or representative of carrier has authority to alter, modify or waive any provision of this contract.  Presentation of a valid ticket entitles the passenger to transportation only between the points and via the routing designated thereon. Flight coupons will be honored only in the order in which they were issued. Tickets are not transferable to others.
A reservation is subject to cancellation by the carrier if the passenger is not available for boarding at the loading gate at least 10 minutes prior to scheduled departure for flights between U.S. points or up to 30 minutes for all other travel. Failure to occupy reserved space may result in the carrier canceling continuing, connecting, or returning space reserved by the passenger.

CARRIER RESERVES THE RIGHT TO REFUSE CARRIAGE TO ANY PERSON WHO HAS ACQUIRED A TICKET IN VIOLATION OF APPLICABLE LAW OR CARRIER'S TARIFFS, RULES OR REGULATIONS

NOTICE OF BAGGAGE LIABILITY LIMITATIONS
          Liability for loss, delay, or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. For international travel (including domestic portions of international journeys) to which the Warsaw Convention applies the liability limit is approximately $9.07 per pound ($20 per kilogram) for checked baggage and $400 per passenger for unchecked baggage. For international travel (including domestic portions of international journeys) to which the Montreal Convention applies the liability limit is approximately $1500 (1000 SDR) per passenger for all baggage. For travel wholly between U.S. points federal rules require any limit on an airline's baggage liability to be at least $2800 per passenger. Excess valuation may be declared on certain types of articles. Some carriers assume no liability for fragile, valuable or perishable articles. Further information may be obtained from the carrier.

NOTICE--OVERBOOKING OF FLIGHTS
          Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for a payment of the airline's choosing. If there are not enough volunteers the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations. Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. Check with the airline or your travel agent.  For all flights departing from the European Union and all flights to the European Union if on an European operating carrier, if you are denied boarding or you flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding date for the text stating your rights, particularly with regard to compensation and assistance. For further information on your air passenger rights for these flights, see the European Commission Web site

ADVICE TO INTERNATIONAL PASSENGERS ON LIMITATION OF LIABILITY
           Passengers on a journey involving an ultimate destination or a stop in a country other than the country of origin are advised that the provisions of the Warsaw Convention or the Montreal Convention may be applicable to the entire journey, including any portion entirely within the country of origin or destination. For such passengers to whom the Warsaw Convention applies on a journey to, from, or with an agreed stopping place in the United States of America, the Convention and special contracts of carriage and/or applicable tariffs provide that the liability of certain carriers for death of or personal injury to passengers is limited in most cases to proven damages not to exceed $75,000 per passenger, and that liability up to such limit shall not depend on negligence on the part of the carrier. The limit of liability of $75,000 above is inclusive of legal fees and costs except that in case of a claim brought in a state where provision is made for separate award of legal fees and costs, the limit shall be the sum of $58,000 exclusive of legal fees and costs. The names of carriers that are parties to such special contracts and/or applicable tariffs are available at all ticket offices of such carriers and may be examined on request. In addition, some carriers have adopted a limit of approximately $150,000 (100,000 SDR) per passenger, pursuant to the U.S. Department of Transportation Order 97-1-2 (10th January 1997). For such passengers traveling by a carrier not a party to such special contracts and/or applicable tariffs or on a journey not to, from, or having an agreed stopping place in the United States of America, liability of the carrier for death or personal injury to passengers is limited in most cases to approximately $10,000 or $20,000.
           For such passengers to whom the Montreal Convention applies, the Convention provides that the liability of carriers for death or personal injury to passengers is approximately $150,000 (100,000 SDR) per passenger, and that liability up to such limit shall not depend on negligence on the part of the carrier. In addition, the liability of carriers for death or personal injury to passengers is unlimited if death or personal injury was due to the negligence or other wrongful act or omission of the carrier or its servants or agents. The Convention also provides that the liability of carriers for delay is limited in most cases to proven damages not to exceed $6,225 (4150 SDR) per passenger.
           Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier's liability under the Warsaw Convention, special contracts of carriage and/or applicable tariffs, or the Montreal Convention. For further information please consult your airline or insurance company representative.

RECONFIRMATION NOTICE
          Some international carriers require reconfirmation of your reservations. Contact the transporting air carrier for the applicable requirements.

 
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5. Do I have a seat assignment when I book a flight?

 
 

          Once you make your reservation on palas.us you’ll be given the option to select your seat to view or change your current seat assignment go to my trip.  Here's how to view a seat map for your itinerary:
          Select the trip you want to change, on the bottom of the page you will see your current seat selection, when you click on the seat selection a seat map will be displayed. On the seat map select the seat you want and click save.
Please note

  • Online seat assignment is not available on all flights. 
  • Policies on advanced seating vary by airline.  Some airlines assign seats immediately, others may only assign seats 90 days before the flight, and several airlines wait to assign seats until the day of the flight.
         For special seat assignments, such as seats for travelers with special needs, please call the airline directly.  Special seat requests may override frequent flyer and full price, unrestricted fare premium seating requests.
 
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6. Can I cancel my hotel reservation online?

 
 

        Depending on the hotel you might be given the opportunity to cancel your hotel reservation online but it is best to contact the hotel directly for any cancellations Credit cards are used by the hotels as a guarantee. The credit card will not be charged unless you fail to give adequate notice of cancellation - these conditions are defined within the terms and conditions. If you need to cancel your reservation, it is best to contact the hotel directly.

 
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7. What documents do I need to go through airport security?

 
           Passengers must present a valid government issued photo ID, such as a driver's license or passport and an airline issued boarding pass for the current date to proceed through airport security to the gate. 
         Passengers can obtain boarding passes from the airline's ticket counter at the airport, curbside check-in, or the airline's self-service ticket kiosk.
 
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  8. How do I find the rules and penalties for changes to my flight?  
 

        At the time you are purchasing the airline ticket you are required to agree to the purchasing conditions, and you also have the opportunity to review those when you go to my trip next to the fare price. If you read carefully, you will find the rules that are set by the airline, and exactly what they see when you call them to inquire about the rules of the fare. You can find out about the penalties, minimum maximum stay, and the validity of your ticket EST.

 
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