Questions answered

Send your route, dates and the number of passengers by WhatsApp, the enquiry form or email. You get a written quote inside four working hours, usually within the hour on WhatsApp. The quote shows the fare, our fee and the total.

By card through Stripe’s secure checkout page, or by bank transfer for repeat customers and groups. We never see or store your card number. Your ticket is issued the moment the payment clears and your e-ticket and confirmation arrive by email.

A fixed service fee per booking, from £12, shown as its own line. The full list is on our fees page. The airline fare is passed through at cost.

Fares shown on the site are examples priced on the date stated. Your quote is priced to your dates and confirmed in writing, including bags and seats, before you pay.

Yes. Ryanair only sells through its own website, so we book it in your own Ryanair account with you on the phone and charge our service fee separately. That keeps your booking in your name and avoids Ryanair’s extra identity checks.

Exactly the name printed in the passport you will travel on, in the same order. Airlines refuse boarding for a mismatch, and name corrections cost money after the ticket is issued. Send us a photo of the passport page and we copy it letter for letter.

It depends on your passport and the country. We tell you what we know for your route when we quote, and we point you to the official source: the UK Foreign Office travel advice at gov.uk/foreign-travel-advice and the destination’s own e-visa site. Getting the visa is your responsibility; we will not issue a ticket for a route where we know you cannot enter.

Most countries in Africa, the Gulf and Asia want at least six months left on the day you arrive, and at least one blank page. Check yours before you ask us to book.

Sometimes. Some countries, and some airlines at check-in, ask for proof you will leave again. If you are flying one-way, tell us why and we will say whether you need an onward ticket or a visa that covers it.

On low-cost airlines such as easyJet and Ryanair, no: the fare is a small cabin bag only and we add checked bags at the airline’s price plus £5 handling. On full-service airlines such as Turkish, Qatar, Emirates, Ethiopian and British Airways long-haul, a 23kg bag is usually included. Your quote says which.

Usually, for a seat fee set by the airline. Families with children under 12 are often seated together free by the airline, but not always. Ask when you book and we will add seats or tell you the airline’s rule.

Yes, extra bags are usually cheaper when bought with the ticket than at the airport. Tell us how many and we price them in.

That depends on the fare rules, which we show you before you pay. Most low-cost fares allow changes for a fee plus any fare difference; the cheapest long-haul fares often don’t. We handle the change with the airline and charge £15 handling on top of the airline’s own charge.

Airline rules apply, and many cheap fares are non-refundable except for the taxes. Our service fee is not refundable once the ticket is issued. We always tell you the cancel terms of the specific fare before you commit. See refunds and cancellations.

You are entitled to a refund or a re-route under the airline’s rules and, for flights departing the UK or EU, under UK261/EU261. We chase it for you at no charge and pass the refund straight back to the card or account you paid from.

No. We sell flight-only tickets as agent for the airline and the ticket is issued instantly, so it sits outside the ATOL scheme. If the airline failed, your protection would come from your card provider (section 75 or chargeback) and your travel insurance. That is why we recommend insurance for every trip.

Yes, buy it on the day you book, not the day you fly. It covers medical costs abroad, cancellation for illness, lost bags and airline failure. We do not sell insurance; use a comparison site and read the policy for your destination. For Hajj and Umrah, choose a policy that names Saudi Arabia.

Not without talking to you first. Travel insurance is usually invalid in those areas, so we tell you what the advice says and what it means for you before any ticket is issued.

eZAY Travels and Tours Ltd, company number 17394853, registered in England and Wales, run by its director Zay (Zainab Ahmed Husein). Registered office 181 Barcombe Avenue, London SW2 3BH. Professional indemnity and public liability insurance arranged through Campbell Irvine (Insurance Brokers) Ltd, in force from 7 October 2026.

Email manager@ezaytravels.co.uk with your booking reference and what happened. We acknowledge within two working days and give a full written reply within 28 days. The full procedure is at complaints and disputes.

English, Somali, Swahili, Arabic and Italian.