Frequently asked questions

No. We are an independent travel agency and booking-assistance service. We are not an airline and are not affiliated with or endorsed by any airline. The airline issues your ticket and operates your flight.

Not yet. Our online booking flow is being prepared, and the fares shown on the website are sample fares. For now, send us a request and an agent will arrange your booking with you.

Your quote lists the airline fare, taxes and our service fee separately, in AED. You see the full amount before you are asked to pay, and nothing is booked until you approve it.

We are unable to, as we can only act on bookings made through Falak Al Suroor. Please contact the airline you booked with directly.

Your departure and destination cities, preferred dates and flexibility, the number and ages of travellers, and anything that matters to you, such as cabin preference or a maximum connection time.

Not automatically. Airline fares can change until the ticket is issued. If the fare moves before you confirm, we tell you and send an updated quote.

Once you approve your quote, payment is taken through a licensed third-party payment provider, and card details are entered on that provider's secure page rather than on this website. We never ask for card details by email or over the phone.

After you approve the quote and payment is received, we ask the airline to issue the ticket and send you the confirmation once it is issued.

As three parts: the airline fare difference, any airline change penalty, and our service fee. We send the total in writing and act only once you approve it.

It depends on the airline and the payment provider, so we do not promise a date. When we file the request, we tell you the timing to expect, and we keep you updated as the refund progresses.

Your quote states whether any part of our service fee can be refunded, so you know before you pay. Please see our Service Fee Policy.

We add wheelchair or mobility assistance requests to the booking, and the airline provides the service. We suggest confirming it with the airline a few days before you fly.

It depends on the airline, route and fare. Your quote shows the allowance, and our Baggage Information page explains what to check.

There is no single answer. We consider whether you change terminals, pass through security again, or travel with children or elders, and we suggest a connection that leaves room for all of that.