General Information

Can I book flights on Rome2rio?

Yes, we currently offer onsite bookings between 9.00 a.m. and 5.00 p.m. Monday to Friday for customers based in Australia. We will roll out direct booking capabilities to other regions shortly. If your flights cannot be booked directly with Rome2rio, we will re-direct you to one of our partners to complete your booking.

How far in advance can I book flights?

This depends on restrictions applied by individual airlines. Many flights can be booked up to 330 days (almost 11 months) in advance.

When is the best time to book?

Fares vary depending on the date and time of travel, and flights tend to be more expensive and sell out quicker during peak seasons and holidays. To get the best deal try to book travel during off-peak seasons.

Can I book multi-city flights and/or stopovers?

Rome2rio allows you to search and book one-way and return tickets. We plan to introduce multi-city and stopover bookings soon and will announce the rollout of this capability on our blog and Facebook page. If you need to book a multi-city flight or stopover we will redirect you to one of our booking partners to complete your purchase.

How do I book for children and infants?

When you search for flights, select the type of travellers (adult/child/infant) based on their age at the time of travel so that we can gather any applicable discounts from the airline. The following details apply:

Children

Aged 2-11 at the time of travel. In general, the carry-on and checked baggage allowance for children is the same as adults. In most cases, children are usually charged a percentage of the applicable adult fare.

Rome2rio hint: if you are travelling with a child, you should request a children’s meal in advance through the airline’s website under ‘Manage my booking’.

Infants

Infants must be more than 7 days old and less than 2 years old. All infants booked without a seat must travel either in the lap of the adult travelling with them or be placed in the bassinet if available when permitted during flight. The baggage allowance for infants varies according to the destination and airline – we encourage you to check directly with your airline. In most cases, infants are usually charged a small percentage of the applicable adult fare.

Rome2rio hint: if you are travelling with an infant, you should request an infant meal through the airline’s website under ‘Manage my booking’. We also recommend that you request a bassinet in advance. Airlines often prioritise bassinets for the youngest infants onboard, due to the small size of the bassinets.

flights-faq-passenger-types

How do I book for children travelling alone (unaccompanied minors)?

Many airlines consider a child under 12 years to be an unaccompanied minor if the child is travelling without the supervision of a parent, guardian, sibling (15 years or older), or an adult nominated by the child’s parent or guardian This includes if the child is travelling in a different class or cabin to nominated supervising adult. If your child is not booked as an unaccompanied minor where required, they may not be accepted for travel alone and may be denied travel at the airport.

Rome2rio does not accept bookings for unaccompanied minors. We recommend that you make these bookings directly with the airline, as they may require you to complete additional documentation and pay a supervision fee.

What if I require a seat with a bassinet?

Depending on the airline, there are usually a limited number of bassinets available for infants on medium-haul and long-haul flights. Airlines do not automatically allocate bassinets to every booking made with an infant. You will need to visit the ‘Manage my booking’ section of the airline’s website to request a bassinet in advance.

Rome2rio Hint: most bassinets are small and made for infants aged up to 12 months. Therefore, airlines will often prioritise the younger infants for the seats with bassinets.

How do I make a group booking?

Flight bookings of 10 or more people on the exact same flights are generally considered a group booking. They may be subject to a group fare by contacting the airline directly. Alternatively, to make your group booking on Rome2rio you can make multiple bookings with a maximum of 9 passengers per booking.

What about passports, visas & visa-waivers?

You will need to ensure all travellers have a valid passport and any necessary visas for the countries you are travelling to, and transiting in, well in advance. To avoid any issues, check with the consulates of the countries you will be visiting to verify passport and visa requirements. Many countries abide by a six-month validity requirement, which means you may be denied boarding/entry if your passport isn’t valid for at least 6 months beyond your return travel date.

Some countries have introduced Visa Waiver Programs (also known as Electronic Travel Authorisations) to enable nationals of certain countries to apply online to visit for tourism or business purposes. The most common programs include:

How do I book premium economy, business and first class tickets?

We all love a bit of extra comfort, so when you search for specific dates, you can also select your preferred cabin class. You will see results for one class at a time, so if you want to change the class that you are viewing, simply change the selection in the drop-down menu and search again.

Keep in mind that some cabin classes are only offered on certain aircraft types and to certain destinations.

flights-faq-passenger-types

Do my first class or business class flights come with free airport transfers?

A small number of premium airlines offer complimentary chauffeur drive to and/or from the airport. The most common airlines that offer this service include: Emirates, Etihad, Qantas and Virgin Atlantic.

To check if you’re entitled to this service, you will need to contact your airline directly as conditions often apply.

Rome2rio hint: If you are entitled to a complimentary transfer but you are travelling with more than 2 large suitcases and carry-on, you might not fit in the standard sedan vehicle provided by the airline. However, if you have 2 or more passengers in your reservation, you can call the airline and request up to one sedan vehicle per passenger or a large mini-van to accommodate the group and luggage.

Can I travel with my service animal or pet?

We understand that your pet is an important member of the family and, just like people, pets need to travel as quickly and as comfortably as possible. Many airlines have restrictions as to how many animals they allow on each flight, so you’ll want to book your pet’s spot as early as possible. To do this, you will need to enquire about availability, costs and other requirements with your airline directly.

Can I book and pay in my local currency?

We recognise that people prefer to be charged in their local currency. However, we are restricted to charging all flight bookings in Australian Dollars (AUD). We will announce any changes to this capability on our blog and Facebook page.

What is my baggage allowance?

Every airline offers different baggage restrictions. Baggage allowances depend on many factors, such as the fare purchased, destination, cabin class, and aircraft type. Your specific baggage allowance will be mentioned on your Rome2rio booking confirmation, however some airlines may only mention ‘1 piece’. If this is the case, we recommend that you visit the airline’s website directly to find out the exact dimensions and weight limitations.

Rome2rio hint: if you are a high-tier member of a frequent flyer program, you may be entitled to additional baggage allowance if are travelling with that airline or a partner airline. Check with your airline about the limits of additional baggage.

Can I pre-allocate my seats?

The simple answer is yes! And you should.

To avoid ending up in your least-favourite seat, we recommend that you pre-allocate your seats as soon as your reservation is confirmed. So, once you receive your email booking confirmation, visit the ‘Manage my Booking’ section of the airline’s website using your 6-character airline reference or e-ticket number.

There are some factors to be aware of when choosing your seat:

  1. Low-cost airlines, and some full-service airlines, might charge a fee to allocate a seat in advance.
  2. Some airlines will block front rows and other popular seats for their high-tier frequent flyers members. Make sure that your frequent flyer number has been saved in your booking before trying to choose seats.
  3. Some airlines will only allow seating to be allocated up to 3-6 months before travel. So, if you have booked your flights far in advance you might need to wait before you can choose your seats.
  4. Some discounted fare categories do not permit advance seat allocation. If this is the case, you may need to wait until you get to the airport, where you can choose from the remaining available seats.
  5. Exit-row seats are a common request due to the extra legroom. Some airlines will allow you to allocate an exit-row in advance with a fee, while other airlines will block these seats for staff to allocate to passengers at the airport during check-in.

Rome2rio hint: If your flight is overbooked, the airline may need to bump a small number of passengers to another flight. You are less likely to be bumped from a flight if you have allocated seats in advance.

How do I make a special meal request?

Special meal requests should be made at least 72-hours in advance, but are still subject to airline approval. As a general rule, special meals are only offered by full-service airlines on medium to long-haul flights. Short flights and low-cost airlines do not generally cater to diverse dietary needs and some do not provide meals at all. Common special meal requests include, but are not limited to:

  • Vegetarian meal
  • Baby meal
  • Children’s meal
  • Muslim meal
  • Hindu meal
  • Kosher meal
  • Diabetic meal
  • Gluten-free meal

To make a special meal request, you will need to visit the ‘Manage my Booking’ section of the airline’s website using the airline reference from your Rome2rio itinerary. This airline reference is  usually 5 or 6 characters long.

If you are unable to make the request through the airline website, please send us an email to flights@rome2rio.com and we will do our best to help.

What if I require wheelchair assistance?

We want your journey to be as smooth as possible, and sometimes injuries and medical conditions prevent us from walking the large distances between the airline check-in counters and the departure gates.

Therefore, many airlines offer wheelchair assistance whereby an airport staff member will greet you with a wheelchair at the check-in counter and escort you through to the aircraft via immigration and security.

To add this service to your booking, you will need to telephone the airline to discuss the specific arrangements.

Can I check-in online for my flights?

Most airlines allow you to check-in online up to 24-48 hours before your flight departs. This process allows you to choose a seat, if you haven’t already done so,  and print your boarding pass in advance. When you arrive at the airport, there is often a designated queue for passengers who have already checked-in online.

What to do if you have a complaint about my flight experience?

If you’re dissatisfied with the service provided by the airline, you can visit the complaint section of the airline’s website to obtain details on how to submit your complaint. Most airlines will only accept direct complaints from the passenger themselves.

How can I contact Rome2rio about my existing flight booking?

If you need to contact us about your existing flight booking made with Rome2rio, please send us an email to flights@rome2rio.com. Please note: we do not take new reservations over email. We also do not offer currently offer phone support.

Can’t find an answer?
Couldn’t find what you are looking for or have a more specific question? Send us an email and we will try to get back to you as soon as possible.


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