Frequently Asked Questions
Find answers to common questions about our services
Bookings
Yes, you can make bookings as a guest without creating an account. However, you will not have access to wallet services, coupons, or booking history. Creating an account provides additional benefits including wallet services, coupon eligibility, and booking history access.
Yes, you may cancel a booking by contacting us at info@swiftflights.co.uk with your booking reference number. Cancellation policies vary depending on the type of service, the service provider's terms, the timing of cancellation, and whether payment has been made. Cancellation fees may apply.
You are responsible for ensuring you have all required travel documents, including valid passports, visas (if required), travel insurance, and health certificates (if required). We are not responsible for any issues arising from missing or invalid travel documents.
Coupons
Coupons are available only to registered users. When you use a valid coupon during booking, a percentage of your total booking amount is calculated and credited to your wallet (not applied as a discount). Each coupon code may only be used once per user.
Payments
We accept credit or debit cards (processed securely through Stripe) and wallet payments (for registered users with sufficient balance). All card payments are processed securely through Stripe, a PCI DSS compliant payment processor.
For most bookings, we require a deposit payment. The first deposit is typically 30% of the total booking amount. You may choose to pay the full amount at the time of the first deposit, or pay a second deposit (additional 30%, total 60% in deposits) with the balance due before travel.
Yes, you can choose to pay the full amount at the time of the first deposit. This option is available for all bookings and allows you to complete payment in one transaction.
Refunds are available for cancelled bookings (subject to cancellation fees), failed or duplicate transactions, administrative errors, and as required by law. Refunds are typically processed within 5-10 business days for card payments and immediately for wallet refunds.
We offer a general payment service that allows you to make one-time payments for various purposes, including outstanding balances from previous bookings, miscellaneous payments as agreed with our support team, and other payment purposes as specified. General payments are subject to providing accurate payment description and contact information.
You may cancel a payment intent before it is completed through our payment interface. Once a payment is successfully processed, it cannot be cancelled without our approval. Cancelled payment intents will be marked as "canceled" in your transaction history.
If a payment fails, we will notify you by email. You must update your payment method or provide an alternative. Your booking may be cancelled if payment is not completed within the specified timeframe. General payments that fail will remain in pending status until successfully completed or cancelled.
For eligible bookings, we may offer automatic installment payments: two monthly installments after the initial deposit. Installments are automatically charged to your saved payment method, and you will receive email notifications before each installment. Failed installments may result in booking cancellation.
Privacy
We collect personal identification information (name, email, phone, address, country), booking and travel information, payment and financial information (processed securely through Stripe), account and wallet information, and technical information (session data, IP address) for security and fraud prevention.
We use your information to process and manage bookings, process payments, manage your account, communicate with you (confirmations, receipts, notifications), comply with legal obligations, prevent fraud, and improve our services.
No, we do NOT store your full credit or debit card details. All card payments are processed securely through Stripe, a PCI DSS compliant payment processor. Stripe handles and stores your card information in accordance with their own privacy policy and security standards.
You have the right to access, rectify, erase, restrict processing, data portability, object to processing, and withdraw consent regarding your personal information. To exercise any of these rights, please contact us at info@swiftflights.co.uk.
We retain booking information for at least 7 years from the date of booking to comply with financial and legal requirements. Payment and transaction records are retained for at least 7 years. Account information is retained while your account is active.
Yes, we use essential cookies including session cookies (for maintaining your login session), authentication cookies (for secure access), and security tokens (for protecting against cross-site request forgery). These cookies are essential for the website to function and cannot be disabled.
Wallet
Registered users may access our wallet service, which allows you to top up your wallet balance, pay for bookings using wallet funds, receive wallet credits from coupons, and view transaction history. Minimum top-up is £5 and maximum is £1,000 per transaction.
No, wallet funds are non-transferable to other accounts, non-refundable to your payment method unless specified, subject to our refund policy, and valid for use on our platform only.
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