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If your flight was canceled by the airline, you are entitled to a choice of a new flight date or a ticket refund. In the event of a refund, you may receive a voucher, points to use or money. The type of refund depends on the airline. Just like airlines, eSky has return procedures to ensure you get the best solution.
The flight cancellation procedure by the airline depends on whether it is eSky or the airline that directly contacts you about your booking (learn more about eSky bookings handled by airlines). You will find information about who handles your booking in the email we sent you along with the flight ticket.
If the flight cancellation information has been sent to your email address from eSky, the return procedure will be as follows:
If the information about the cancellation of the flight has been sent to your email address directly by the airline, then the flight rescheduling or refund procedure is subject to the airline's guidelines. In this case, you will receive all information directly from the airline, including information about the next steps, a list of available return options as well as notifications about the status of the case. To obtain a refund, please follow the information provided and contact the airline directly by email or telephone.
Remember! A refund for an unused ticket covers the cost of the ticket and airport charges. Other products or eSky services provided with the ticket may not be refundable.
Have your plans changed and you’re no longer going to use the plane tickets you purchased? Unfortunately, you can’t always reschedule your flight or receive a refund for it.
In case you want to cancel your trip or change its date, please contact us via the "My bookings" tab in Your eSky account (if you do not have an account, create one and import the booking, then download the eSky mobile app for immediate access to bookings). Whether you can return a ticket or change the date of travel depends on the airline and the fare purchased. Most airlines do not allow you to cancel your trip or receive a refund for your ticket. If you want to change your flight date, most airlines will allow you to do so but at an additional cost (in the case of more expensive fares, such a change may be free). In addition, airlines will usually not refund the difference if the ticket price after the change is lower than the original ticket price.
Find out more about canceling your trip and refunding your flight ticket here.
Are you waiting for a refund for an unused ticket? You can rest assured that you will receive your funds if the airline has agreed to it. Unfortunately, from time to time there are situations when – due to the increased number of refund requests – airlines may extend the wait time for a refund.
Please note that the wait time for a refund for a flight canceled by the airline is entirely up to the airline's discretion.
See below for information about who will contact you regarding your refund (learn more about eSky bookings handled by airlines).
If your booking is handled by eSky (you will find this information in the email with the ticket we sent you), we will send you a flight cancellation notice and we will start working as soon as possible to receive a refund from the airline on your behalf. We will obtain information about the forms of return offered by the airline and we will take care of your case until its completion. We will keep you updated on the available return options and the current status of your request. Some airlines offer a refund in the form of a voucher or points to be used for the purchase of airline tickets in addition to a refund to the account or card. The reimbursement when selecting the voucher or points is much faster than choosing to transfer money to your account or card.
If your booking is handled directly by the airline (you will find this information in the email sent by us with the ticket), you will receive all information about refunds, available forms of refund, and deadlines for considering the requests from the airline to the email provided during the booking. The airline will also inform you about the status of your case and provide any additional information related to the canceled booking. If you want to know the current status of your request and the wait time for a refund, please contact the hotline directly by email or by phone to obtain all the necessary information. The refund process is much faster when you choose a voucher or points to use rather than choosing to refund money back to your account or card.
Remember! The availability of the return option depends on the airline where you purchased your ticket.
Are you wondering if your unused eSky flight ticket is eligible for a refund and/or how you will receive the refund? In accordance with the practice adopted by the airlines, the refund for the canceled flight covers the cost of the ticket and additional services purchased directly with the airline.
The form of the refund depends entirely on the airline's guidelines. Usually, airlines only offer a refund in the form of a voucher or points to be used for the purchase of another ticket. Some airlines allow refunds to your original payment method.
Remember! The refund only covers the canceled flights from your booking. Airlines do not refund flights that took place as planned (e.g., if you miss the flight or do not board the flight for another reason).
Wondering how and how quickly you will get a refund for a canceled eSky Flight+Hotel package booking? According to the act on package travel and linked travel arrangements, the refund process takes up to 14 days.
The funds will be returned using the same method used for the payment. Once we have processed your refund, we will notify you by email immediately.
Are you wondering what eSky Wallet is and what you can use it for? eSky Wallet is an electronic wallet where you will get funds to use on eSky as part of promotional campaigns or receive a quick refund for an unused flight booking and you can get extra benefits as well.
You can use it only after receiving a message from us with the option of choosing this form of return or by participating in promotional campaigns.
Find out more about eSky Wallet - here.
Ready for a trip abroad but don't know how to prepare for it? Be sure to check proven sources since the rules of traveling around the world are changing dynamically and depend on the authorities of each individual country. This may include the type of documents to be presented at the airport, general rules of conduct upon arrival, or the temporary suspension of arrival.
In order to read the official, up-to-date information and to be able to plan your trips with peace of mind, check the page where we’ve collected information on rules and documents required by countries around the world here.
Before you set out, read the official announcements of the authorities of the country you are going to.
Not sure if you need to take a COVID-19 test before your trip? Look for the latest information.
Some countries around the world require COVID-19 testing prior to the trip and presenting a negative test result upon arrival.
Do you need to contact us about your booking? Check out the information below on how to do this to get our instant support.
If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
If you want to contact us prior to the trip about something else, you can use the contact form here.
Wondering why your flight cancellation refund amount is lower than your eSky booking? It all depends on what services were purchased with the ticket and what decision the airline made on the refund amount. The aforementioned amount does not include, for instance, service fee and additional services purchased on eSky.
In some cases, airlines will refund for canceled bookings 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 >>
You know that you need to check in and download your boarding passes before traveling by plane, but do you know where to go? It all depends on whether you are contacted directly by the airline or eSky (learn more about eSky bookings handled by airlines). You will find the relevant information in the email we sent you with the flight ticket.
You will find a link to the check-in form in the "My bookings" tab in Your eSky account. If you do not have an account, create one and import the booking. You will find this link in your ticket as well. You can also use the eSky mobile app where you will have instant access to your bookings anytime, anywhere. If we do not receive the required information from you up to 7 days before departure, we will send you an email reminder with a link to the form.
You will receive information on online check-in directly from the airline to your email address. You can check in yourself on the airline's website by providing the required data.
We often inform you that you need to check in and download your boarding passes or check-in confirmations before traveling by plane. Why is online check-in important and how should it be carried out?
Online check-in allows you to prepare the boarding passes, thus giving you access to board the plane. When flying with popular, cheap airlines like Ryanair, Wizz Air, Laudamotion, it is necessary to have the boarding pass printed. Without a printed boarding pass, you may be denied boarding or have to pay an extra fee at the airport.
The check-in process varies by airline, depending on whether you are contacted by eSky or by the airline (learn more about eSky bookings handled by airlines). You will find the relevant information in the email we sent you with the flight ticket.
We will conduct the check-in on your behalf. To do this, in some cases we will need your information and of those who travel with you.
You will receive all the details about online check-in from the airline. Check-in must be done on the airline's website, using the email address provided during the booking on eSky.
Are you preparing for your trip and want to download boarding passes or check-in confirmations? Where you will find your passes or confirmation depends on whether you are contacted by eSky or the airline directly (learn more about eSky bookings handled by airlines). You will find the relevant information in the email we sent you with the flight ticket.
Your boarding passes or check-in confirmations will be made available in Your eSky account from 48 to 8 hours before the scheduled flight time. If you do not have an account, create one and import the booking. In addition, it is worth using the eSky mobile app where you will get immediate access to your bookings anytime, anywhere. We also send boarding passes or check-in confirmations from 48 to 8 hours before departure to your email address provided when booking the ticket. If your trip consists of several flights, the passes or confirmations will be shared separately in Your eSky account and sent in separate emails - 48 to 8 hours before the start of each flight.
Example no. 1
If you fly:
You will receive boarding passes or confirmations:
Example no. 2
If you fly:
You will receive boarding passes or confirmations:
If there are less than 8 hours left until your flight and you have not received an email with your boarding passes or check-in confirmations yet, go to Your eSky account or check the SPAM folder, making sure that you check the email address that you used to make the booking. Maybe your boarding passes have been sent to another email address that you own.
Attention! When it comes to flights that require additional details to be provided in the check-in form, boarding passes or check-in confirmations will be sent only after the required information is added. If your booking includes additional passengers, make sure the details were provided for all of them.
If you check in online by yourself on the airline's website, you will download your boarding passes after check-in, according to the information provided by the airline.
Wondering why we often inform you that downloaded boarding passes or check-in confirmations need to be printed out before heading for the airport? Some airlines may not accept documents in the form of a PDF file displayed on the screen of a smartphone or other mobile device. The printed boarding pass or check-in confirmation guarantees that you board the plane.
To make sure you are allowed to board the plane, download and print each boarding pass or check-in confirmation sent from eSky or downloaded from Your account.
If an error occurred while providing passenger details in the check-in form or while checking in online yourself, let us know as soon as possible using the contact form here.
We'll investigate what happened and suggest other check-in options so that you have peace of mind during your trip.
Wondering how to add extra paid luggage when booking tickets or you already have a ticket and want to buy additional luggage? Checked luggage can be purchased on eSky when booking a ticket or afterwards, but no later than 48 hours before departure. If you want to buy luggage, go to the "My bookings" tab in Your eSky account. If you don't have the account yet, create it and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Exemplary conditions:
Ryanair (price for the flight leg/passenger):
Wizz Air (price for the flight leg/passenger):
Information on the other airlines’ conditions can be found here.
* Prices are set by the airlines and may change. Provided values are only examples.
Are you looking for the best travel option and are wondering what kind of luggage you can take with you on the plane? Usually, there are three types of luggage that airlines allow: personal items, hand (cabin) luggage, and checked luggage (transported in the aircraft hold).
If you want to check what kind of luggage you can take with you for your trip or purchase checked luggage, go to the "My bookings" tab in Your eSky account. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Check what you can bring with you on board the plane and what you can transport in checked luggage here!
What are the benefits of purchasing priority boarding? Priority boarding allows the passenger to take a seat in the priority queue and avoid long wait times to board the plane.
Some popular low-cost airlines (such as Ryanair and Wizz Air) allow passengers to take additional hand luggage with them as part of this service. However, this is not a rule, so check what is included in this service each time you buy priority boarding service.
Priority boarding can be purchased when booking a ticket or at a later time in Your eSky account. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Remember that baggage allowance is set by each airline individually, which means that it is best to check how much you can take with you each time before buying a flight ticket.
Do you want to check the current status of your booking as well as its details? The way you can check its status depends on whether you are contacted by eSky or the airline directly (learn more about eSky bookings handled by airlines). You will find all the relevant information in the email we sent you with the flight ticket.
The current status of your flight bookings, hotel bookings, and Flight+Hotel packages can be found in the "My bookings" tab in Your eSky account. If you do not have an account, create one and import the booking. In addition, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Do you want to know more features of Your account? Read this article.
To log in or create Your eSky account - click here.
In the event of any changes to the flight schedule or cancellation of the flight, we will also send you an email. We recommend that you check your flight schedule in Your eSky account 12 hours before the scheduled departure time and follow the incoming messages to the email address provided when booking your tickets.
You can check the current status of your booking on the airline's website by logging in with the data provided by the airline. In the event of schedule changes or flight cancellations, you will receive this information directly from the airline to the email address provided during the booking process. We recommend that you check your flight schedule on the airline's website 12 hours before the scheduled departure time and follow incoming messages to the email address provided when booking your tickets.
Do you want to make changes to your booking, buy additional services, or have direct access to its details? How you manage your booking depends on whether you are contacted by eSky or the airline directly (learn more about eSky bookings handled by airlines). You will find all the relevant information in the email we sent you with the flight ticket.
Details on your flight bookings, hotel bookings, and Flight+Hotel packages can be found in Your eSky account you can also use it to manage your bookings and provide information for online check-in (for selected airlines). Thanks to Your eSky account, you can easily:
If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Want to see more options for Your account? Read this article.
To log in or to register to Your eSky account - click here.
You can manage your booking and find information on the current flight schedule and travel details on the airline's website. The airline will provide you with all the information about possible booking management options and the preferred method of contact to the email address provided when purchasing airline tickets.
Do you need information on the status of your booking, but can't find your booking confirmation anywhere? Use the "My bookings" tab in Your eSky account where you will find all the relevant information related to your trip. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
In addition, we will send you confirmation via email after the booking has been made. If you cannot find a message from us in your inbox, please check the SPAM folder, making sure that you check the email address that you used to make the booking. You can also resend the email with your booking to your email address using Your account or use our contact form - here.
Do you need your eSky booking number or flight booking number to contact us or when you are already heading for the airport? All details, including your eSky booking number or flight booking number, can be found in the "My bookings" tab in Your eSky account. If you do not have an account, you can also check the email sent by us to the address provided during the booking process. In addition, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
If you can’t find or did not receive a message from us, please resend an email with the booking details using our contact form on our website here.
If you are sure that you provided the wrong email address when making the booking, e.g. there was a typo in it, go to Your eSky account, where you can manage your booking and correct the information. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Save your time and quickly edit your information using Your account. You can also request to have the incorrect info changed via the contact form by submitting information about the booking (name, date, flight route). Our consultants may ask for additional information to verify your request.
A long wait time to board the plane can considerably affect the comfort of travel and well-being. That is why it is worth purchasing the priority boarding service. You can purchase priority boarding when booking a ticket or after booking a ticket but no later than 48 hours before departure.
To purchase this service, select the appropriate option in the "My bookings" tab in Your eSky account. You can also use it to manage your booking yourself. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Attention! Priority boarding service is limited and might be unavailable.
Exemplary conditions:
Ryanair (price for the flight leg/passenger):
Wizz Air (price for the flight leg/passenger):
* Prices are set by the airlines and might change. Provided values are only examples.
Are you planning a trip and wondering how to choose and book a preferred seat on the plane (e.g., a window seat, a seat with extra legroom, or seats together if traveling in a group)? You can buy a preferred seat when booking a ticket (available only on selected airlines) on eSky or by contacting us using the contact form - here.
Remember that airline booking systems allocate random seats on a plane to all travelers. Therefore, if you are traveling in a group, you will not be seated together by the airline (the only exception to this rule is a child traveling on a plane with his/her caretaker). To avoid such inconvenience, it is worth buying a preferred seat selection service.
The preferred seat selection service is available at an extra cost and its price depends on the airline and the type of a seat chosen. In response to your selection, our consultants will send you information about seat availability and prices.
Price of the service varies from 6 USD to 29 USD per person (for every flight leg).*
Attention! The number of free seats on the plane changes regularly and the selected seats might be unavailable from one day to the next.
* Prices are set by the airlines and may change. Provided values are only indicative.
Are you wondering if it’s necessary to use a credit card to pay for your eSky booking? eSky accepts the following payment methods: credit card, quick payments, deferred payment or installation payment, and traditional bank transfers. The payment method can be selected on the ticket booking screen.
Due to the fact that ticket prices are only guaranteed at the time of payment, we recommend using card payments or quick payments. A preliminary ticket booking via a traditional transfer may result in the need to pay extra for tickets, as their prices change dynamically depending on the airline's policy and changes in seat availability. If an additional payment to the original ticket price is necessary, we will contact you, inform you about the amount and indicate how to pay it.
Unfortunately, with most low-cost airlines (e.g., Ryanair, Wizz Air, easyJet) a refund for a purchased ticket is not possible. 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.
If you want to request a refund, please use the contact form here or check the availability of a refund option in Your account.
Are you afraid that there may be changes in your flight schedule? Don't worry, you will receive all the necessary information on time. The method of notification depends on whether you are contacted by eSky or the airline directly regarding your booking (learn more about eSky bookings handled by airlines). You will find all the relevant information in the email we sent you with the flight ticket.
Information about the flight schedule change can be found in the "My bookings" tab in Your eSky account. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
In addition, we will inform you about any changes in the email sent to the address provided during the booking process. The email will be titled: "IMPORTANT! Schedule change, flight ticket [your booking number]." We will also send you a new ticket with the updated flight departure time to the email address provided during the booking process.
We recommend that you check your flight schedule in Your eSky account 12 hours before the scheduled departure time and keep an eye on the incoming messages to the email address you used to book your tickets.
You will receive all information about changes in flight schedules directly from the airline to the email address provided during the booking process. The current flight schedule can also be found on the airline's website. We recommend that you check your flight schedule on the airline's website 12 hours before the scheduled departure time and keep an eye on incoming messages to the email address provided when booking your tickets.
Have you purchased a ticket on eSky but plans have changed? You can inquire about changing the flight date, but remember that changing the flight date without additional charges is often impossible, and any modification of the booking must be approved by the airline.
If you want to change the date of your flight, check whether you are contacted by eSky or the airline directly (learn more about eSky bookings handled by airlines). You will find the relevant information in the email we sent you with the flight ticket.
You can find out if the airline allows you to change the date of your trip by selecting "Change the flight date" in the "My bookings" tab in Your eSky account. If you do not have an account, create one and import your booking. In addition, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
Please note that the availability of changing flight date after purchasing your ticket depends on the airline. Some low-cost airlines allow you to change the date for an additional fee (depending on the carrier it can be even 190 USD), while some scheduled airlines provide this service only under selected tariffs.
The fee for changing the flight date is charged for each passenger for each leg of the flight (single flight). Additionally, a difference in prices between the originally purchased ticket and the new ticket may be added. The airlines do not refund the difference if the price of the new ticket is lower than the price of the original ticket.
In some cases, eSky charges an agency fee of 33 USD for making a change to the ticket, which is included in the final cost of the change. This fee is charged for each passenger whose ticket the change has been made.
Please contact the airline directly to find out if it is possible to change your flight date. Please note that the availability of changing flight dates after purchasing your ticket depends on the airline. Some low-cost airlines allow you to change the date for an additional fee (depending on the carrier it can be even 190 USD), while some scheduled airlines provide this service only under selected tariffs.
The fee for changing the flight date is charged for each passenger for each leg of the flight (single flight). Additionally, a difference in prices between the originally purchased ticket and the new ticket may be added. The airlines do not refund the difference if the price of the new ticket is lower than the price of the original ticket.
If, while booking a ticket, you’ve made a mistake in providing a passenger’s details, you can ask us about the possibility of correcting the booking. Unfortunately, most airlines do not allow changing the data on the ticket. Some airlines, however, make it possible to change the information to a certain degree. The scope and the price of such changes depends on the policy of the specific airline.
The following incorrect information on the ticket should be reported immediately:
Our consultants will check the possibility of correcting the mistakes mentioned above, inform you about possible charges for the change, and contact the airlines to correct the details on the ticket.
Attention! Lack of special characters and accents (e.g. č, é, ö), as well as spaces and diacritics in multipart last names on the ticket, are not considered errors. Airlines do not use them on purpose.
If you need to request a change in passenger details, please contact us using the contact form - here.
Do you need an invoice for your eSky booking? To receive it, select the "I want to receive a VAT invoice" when booking a flight or accommodation. This is the only way to apply for an invoice for services purchased on eSky.
You will receive an invoice to the email address provided. If several days have passed since you booked your flight or accommodation, and you still do not have an invoice, please contact us using the contact form here.
What can be done if you need to change the buyer on the invoice after booking the ticket? Changing the details of the buyer (not the passenger) is possible up to 30 days after purchasing the ticket, but not always. eSky allows changes to the details in the following circumstances:
It is not possible to change the details from one company to another company or from one company to a natural person.
If you want to change the details of the ticket buyer on the invoice, please contact us using the contact form - here.
Not sure if your booking has been paid successfully or are you waiting for your payment to go through? On eSky, you can easily and quickly check payment statuses. To do this, use the "My bookings" tab in Your eSky account. If you are not a registered user, create an account and import your booking. Also, it is worth using the eSky mobile app where you will get instant access to your bookings anytime, anywhere.
In addition, for payments made using a card or instant money transfer, we send an email with a booking summary and information about its successful completion. Passengers that chose traditional bank transfers will receive information about the initial ticket booking and the pending payment. We will send the confirmation of the booking completion only after the payment has gone through to our account.
Because the purchase is processed by a Polish company, the legal regulations require introducing two amounts on the invoice. One of the amounts is in the currency from where the service was purchased, and the other one is its equivalent in Polish currency (Polish Zloty - PLN).
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