Here at Travelgenio, our main goal is to improve our customers’ experience; that is why we take their opinion seriously, in order to keep improving every day. In this section, we include our users’ main doubts regarding payments, in order to have a clear, accessible response. If you cannot find the answer you are looking for, our customer service is available for you.
1. Which methods of payment can I use?
The most secure and easiest method of payment on the TRAVELGENIO website is by credit or debit card. Our secure servers accept all types of credit or debit cards. All payment information is protected by the SSL protocol. SSL (Secure Socket Layer) technology guarantees the confidentiality of your payment information through encryption. Therefore, all payments through our site are 100% secure.
2. Which cards do you accept?
Our secure servers accept all kinds of Visa, Visa Electron, Visa Debit, MasterCard, Maestro, American Express and Diners Club cards. In some cases, for security reasons, it may be required to complete your payment through secure payment channels like Verified by Visa or MasterCard SecureCode. If this is the case, we will send you an encrypted email containing a link to a secure payment site, where you will then have to verify your payment.
3. How will my card be charged?
In most cases, your credit or debit card will be charged the total amount in two separate transactions. You will be charged the price of your tickets and taxes by the airline itself, and Travelgenio S.L. will charge you separately for all other applicable fees (administration fees, credit card fees, any protection chosen etc.). The sum of these two payments equals the total amount of your booking.
4. Why has my credit card been refused?
Most credit or debit cards have a default maximum daily spending limit, which for security reasons usually lies somewhere between 600 and 800 euros. This limit is independent of your account balance or the remaining credit on your card. If your card has been denied, and you know that you have a sufficient balance and/or sufficient credit left, please contact your bank and ask them to raise your spending limit. This can be done by phone and usually takes immediate effect.
5. Why has my card been charged twice?
Due to the operating process that exists between banks and card issuers, a temporary double charge may be made to your card before final payment is taken. One of these charges, known as a withholding, is issued in order to ensure that the card has a sufficient available limit and that it is not blocked or stolen, and is later refunded.
Typically, this second charge, or withholding, will automatically be removed from your credit card statement after a period of one week to 15 days.
Please be aware that this process is beyond the control of TRAVELGENIO; this policy exists for all travel agencies and is due to the existing procedures between financial institutions, credit and debit card issuers and IATA, in which travel agencies make a request for authorisation of payment but the actual payment process is carried out by the above-mentioned entities.
6. Why am I being asked for additional information after completing my booking?
For security reasons, we reserve the right to collect additional information about the client. In this case, we will contact you by email or phone and ask you to send us a copy of your ID as well as a copy of the credit or debit card used to make the booking.
7. How do I ask for an invoice?
If you have completed and paid for your booking, just send an email asking us for an invoice.
In order for us to issue an invoice, you need to indicate your booking code/ reservation number and the relevant information about whom the invoice is for (name, VAT number, address).