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Frequently asked questions

Even the most experienced travellers may have questions sometimes. Here you will find answers related to every step of your journey, from booking the flight up to landing at your destination airport, getting to hotel or facing unexpected travel situations.

About Vola.bg

What should I know about Vola.bg?

What should I know about Vola.bg?

What travel services can I add on Vola.bg?

What travel services can I add on Vola.bg?

Why should I choose Vola.bg for my trip?

Why should I choose Vola.bg for my trip?

Contact Vola.bg

How can I contact Vola.bg?

How can I contact Vola.bg?

How can I contact Vola.bg via chat?

How can I contact Vola.bg via chat?

I cannot connect to the chat with Vola.bg. How should I proceed?

I cannot connect to the chat with Vola.bg. How should I proceed?

I want to speak to a Vola.bg consultant on the phone. How should I proceed?

I want to speak to a Vola.bg consultant on the phone. How should I proceed?

How can I subscribe to the latest offers?

How can I subscribe to the latest offers?

How can I change an email address/phone number in my Vola booking?

How can I change an email address/phone number in my Vola booking?

How can I make a complaint?

How can I make a complaint?

How long does it take to receive a response to my complaint?

How long does it take to receive a response to my complaint?

Travel Insurance

Can I add travel insurance if I have already purchased an air ticket?

Can I add travel insurance if I have already purchased an air ticket?

Why don't you send me an invoice for the insurance policy?

Why don't you send me an invoice for the insurance policy?

Travel Protection Services

What is Vola Flex?

What is Vola Flex?

When can I purchase Vola Flex?

When can I purchase Vola Flex?

How many times can I apply the Vola Flex service to a booking?

How many times can I apply the Vola Flex service to a booking?

I have purchased Vola Flex for my booking. How do I get a refund?

I have purchased Vola Flex for my booking. How do I get a refund?

I have purchased Vola Flex for my booking. How do I change my flight?

I have purchased Vola Flex for my booking. How do I change my flight?

Is the Vola Flex service refundable?

Is the Vola Flex service refundable?

What is the Vola Trip Protect service and why should I add it to my booking?

What is the Vola Trip Protect service and why should I add it to my booking?

When can I purchase Vola Trip Protect?

When can I purchase Vola Trip Protect?

How does the Vola Trip Protect service work?

How does the Vola Trip Protect service work?

Is the Vola Trip Protect service refundable?

Is the Vola Trip Protect service refundable?

What limitations apply to Vola Trip Protect?

What limitations apply to Vola Trip Protect?

What is the difference between Vola Trip Protect and travel insurance?

What is the difference between Vola Trip Protect and travel insurance?

What is the difference between Vola Flex and travel insurance?

What is the difference between Vola Flex and travel insurance?

What is the difference between Vola Trip Protect and Vola Flex?

What is the difference between Vola Trip Protect and Vola Flex?

What is the difference between Vola Trip Protect and Vola Fast Refund?

What is the difference between Vola Trip Protect and Vola Fast Refund?

What is Vola Fast Refund?

What is Vola Fast Refund?

When can I purchase Vola Fast Refund?

When can I purchase Vola Fast Refund?

I purchased Vola Fast Refund for my booking. How do I get my money back?

I purchased Vola Fast Refund for my booking. How do I get my money back?

Is the Vola Fast Refund service refundable?

Is the Vola Fast Refund service refundable?

I want to cancel my airline ticket, and I added the Vola Fast Refund service. When will I receive my money?

I want to cancel my airline ticket, and I added the Vola Fast Refund service. When will I receive my money?

Payment and Booking

If I don't have a card, how can I pay?

If I don't have a card, how can I pay?

I made the payment; when will I receive my airline ticket and invoice?

I made the payment; when will I receive my airline ticket and invoice?

If I made the booking today, can I pay for it tomorrow?

If I made the booking today, can I pay for it tomorrow?

I made the payment, but I am asked for a fare difference.

I made the payment, but I am asked for a fare difference.

How can I find out if I have paid/my money has been taken from my card?

How can I find out if I have paid/my money has been taken from my card?

What is the CVV code?

What is the CVV code?

Is the CVV code different from the PIN code?

Is the CVV code different from the PIN code?

What does 3D secure mean?

What does 3D secure mean?

How will I receive the 3D Secure code?

How will I receive the 3D Secure code?

What should I do if I can't complete the payment?

What should I do if I can't complete the payment?

When do I receive the fiscal invoice?

When do I receive the fiscal invoice?

How can I request a customer statement to view my invoice history?

How can I request a customer statement to view my invoice history?

Can I modify the details on the invoice?

Can I modify the details on the invoice?

What details are required for invoicing?

What details are required for invoicing?

I would like to make a booking; can you help me with that?

I would like to make a booking; can you help me with that?

I don't have a passport yet; can I make the booking and update the passport details later?

I don't have a passport yet; can I make the booking and update the passport details later?

How can I purchase a business class ticket?

How can I purchase a business class ticket?

How do I apply the Vola.bg voucher to my booking?

How do I apply the Vola.bg voucher to my booking?

Can I add multiple Vola.bg vouchers to a booking?

Can I add multiple Vola.bg vouchers to a booking?

Can I purchase a gift voucher?

Can I purchase a gift voucher?

When does the discount coupon expire?

When does the discount coupon expire?

How can I make a group booking?

How can I make a group booking?

What are combined flights?

What are combined flights?

Do I need to change airports for combined flights?

Do I need to change airports for combined flights?

What does the Vola.bg service fee represent?

What does the Vola.bg service fee represent?

Flight changes and cancellations made by airlines

My flight was canceled/changed by more than 5 hours by the airline. What options do I have?

My flight was canceled/changed by more than 5 hours by the airline. What options do I have?

How can I convert a discount coupon into cash?

How can I convert a discount coupon into cash?

How can a minor travel by plane?

How can a minor travel by plane?

Can I make a booking request for an unaccompanied minor?

Can I make a booking request for an unaccompanied minor?

I'm traveling with a baby (under 2 years old). What items can I carry on board?

I'm traveling with a baby (under 2 years old). What items can I carry on board?

What options do I have if my flight is canceled by the airline at the airport or I am denied boarding due to overbooking?

What options do I have if my flight is canceled by the airline at the airport or I am denied boarding due to overbooking?

How can I recover the money for the flight canceled by the airline?

How can I recover the money for the flight canceled by the airline?

What options do I have if I refuse the new schedule proposed by the airline?

What options do I have if I refuse the new schedule proposed by the airline?

Can I request a refund for part of my reservation?

Can I request a refund for part of my reservation?

Can I request a refund directly from the airline?

Can I request a refund directly from the airline?

Can I discuss flight changes options directly with the airline?

Can I discuss flight changes options directly with the airline?

If my flight is canceled by the airline, will the Vola.bg service fee be refunded? Flight changes, flight cancellationsFlight changes, flight cancellations

If my flight is canceled by the airline, will the Vola.bg service fee be refunded? Flight changes, flight cancellationsFlight changes, flight cancellations

If my flight is delayed, am I entitled to compensation?

If my flight is delayed, am I entitled to compensation?

What can I do if I miss the next connection due to the delay of the previous flight?

What can I do if I miss the next connection due to the delay of the previous flight?

Does Vola.bg offer compensation for canceled flights?

Does Vola.bg offer compensation for canceled flights?

Changes and cancellations made by passengers

If I can no longer travel, can someone else travel in my place?

If I can no longer travel, can someone else travel in my place?

Why do I have to pay extra for changing the date?

Why do I have to pay extra for changing the date?

When can I request a change in the travel date?

When can I request a change in the travel date?

Can I cancel the purchased ticket and get a refund?

Can I cancel the purchased ticket and get a refund?

What are the cancellation conditions for combined flights?

What are the cancellation conditions for combined flights?

What are the change conditions for combined flights?

What are the change conditions for combined flights?

Luggage, seats, and other additional services

How can I add luggage to my reservation?

How can I add luggage to my reservation?

Where can I see the added luggage?

Where can I see the added luggage?

What type of luggage is included?

What type of luggage is included?

Can I transfer checked luggage to another passenger's name?

Can I transfer checked luggage to another passenger's name?

Do I need to collect my luggage for combined flights?

Do I need to collect my luggage for combined flights?

What luggage can I take on the plane when I have combined flights?

What luggage can I take on the plane when I have combined flights?

Can I add luggage/preferred seating if the boarding pass has already been issued?

Can I add luggage/preferred seating if the boarding pass has already been issued?

Can you select adjacent seats for me? I don't want preferred seats, just adjacent ones.

Can you select adjacent seats for me? I don't want preferred seats, just adjacent ones.

How can I add special assistance?

How can I add special assistance?

What items can I take in my hand luggage?

What items can I take in my hand luggage?

What items CANNOT be taken in my hand luggage?

What items CANNOT be taken in my hand luggage?

Check-in

When can I do the online check-in?

When can I do the online check-in?

Do I need to check in separately for combined flights?

Do I need to check in separately for combined flights?

I purchased the automatic online check-in service. When will I receive my boarding pass?

I purchased the automatic online check-in service. When will I receive my boarding pass?

I didn't purchase the Automatic Online Check-in service. How do I get my boarding pass?

I didn't purchase the Automatic Online Check-in service. How do I get my boarding pass?

I purchased the Automatic Online Check-in service and want to select my seat.

I purchased the Automatic Online Check-in service and want to select my seat.

Why can't I find my reservation on the airline's website?

Why can't I find my reservation on the airline's website?

Why is the email address from the company different from my email address?

Why is the email address from the company different from my email address?

Travel conditions and flight status

Do I need a vaccine/test for my trip?

Do I need a vaccine/test for my trip?

What documents do I need for a combined flight?

What documents do I need for a combined flight?

Can I travel with my pet?

Can I travel with my pet?

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