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Current information

  • Is flying by a plane still one of the safest ways of travelling?

    Thanks to strict safety rules and the use of HEPA filters inside the aircraft, flights are considered as one of the safest ways of traveling during the pandemic. The Institute of Medical Virology in the Goethe University Frankfurt conducted research that confirmed the efficacy of the filters and safety rules currently enforced.

    To ensure the safety of all passengers, cabin crew, and airport staff, the aviation authorities of many countries prepared additional new rules for traveling by plane. Feeling safe and comfortable on the plane also depends on you, so learn more about the rules to enjoy your trip.

    Check the new safety rules for airtravels - here.

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  • My flight was cancelled. What does the procedure in eSky look like?

    If the airline has cancelled your flight, we will notify you and keep you updated about the status of your case.

    What does this process look like?

    1. The airline confirms the cancellation of your flight.
    2. We inform you about the cancellation and about starting the process of checking the available refund options.
    3. We contact the airline for information about available refund options.
    4. After receiving the information, we send you a message with the available refund options: refund to the account, voucher, or bonus points. The type of refund depends entirely on the airline.
    5. You choose the refund option that is best for you.
    6. In case of status changes or extending the waiting period, we will send you an e-mail with the appropriate information.

    If your booking consists of several tickets, you will receive information about available refund options in single or separate messages.

    Remember! The refund for an unused ticket includes the cost of the ticket and the airport fees. Other eSky products or services purchased with the ticket may not be refundable.

    In the current situation, the waiting time for information from the airlines has been extended and is separate from us.

    Learn more about refunds for flights cancelled due to COVID-19 - here.

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  • I want to change or reschedule my flight

    A change of date or resigning from travel due to the COVID-19 pandemic is possible, however, it depends on whether your flight was cancelled or rescheduled by the airline. Check what you can do in your situation.

    • The airline cancelled or rescheduled my flight.
      After confirming by the airline that your flight was cancelled or its schedule was changed, you will receive an email from us with further instructions. Possible refund options or schedule changes depend entirely on the airline.
    • My flight will take place according to the schedule.

    The option of a refund or whether you can make changes to your ticket depends entirely on the airline and the conditions of the purchased fare. Most airlines will allow you to modify the dates for an additional fee (in case of higher fares, those changes may be free of charge). Attention! Airlines usually do not refund the price difference if the ticket price after the change is lower than the original one. In case you want to cancel your flight, most airlines will not allow for a refund if the cancellation is due solely to a passenger’s decision. Read more >>

    Therefore, we kindly ask you to wait for the final decision to cancel or reschedule the flight. In the current situation, the information from the airlines concerning schedule changes or cancellations are sent about a week in advance.

    Remember! Due to the COVID-19 pandemic, the waiting time for contact response has been significantly extended, and in the first instance, we handle the refunds for cancelled flights. Please, contact us if your trip should start no later than in 2 weeks.

    Find out more about the procedure of refund options for a cancelled flight due to COVID-19 - here

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  • How long do I have to wait for my refund after a flight cancellation?

    In case of receiving information from the airline about a flight cancellation, we will start working as soon as possible to obtain a refund for the ticket on your behalf. Remember! The waiting time for a response from most airlines has been significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.

    The refund process may take up to several months from the moment the airline has received your refund application. Some airlines have announced that the refund process has been significantly prolonged.

    At the same time, airlines allow receiving a refund in different forms such as a voucher or as bonus points. If you decide on alternative options, the refund process is faster but may still take longer than usual.

    If you choose any of the available refund options, we will keep you updated on the progress and stage of the process.

    Remember! The availability of refund options depends on the airline, whose ticket you have.

    Learn more about the refund procedures due to COVID - here.

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  • What type of refund do I receive for my cancelled flight?

    The refund for a cancelled flight usually covers only the cost of the flight ticket. Some airlines also refund for additional services purchased directly with the airline.

    The type of refund (refund to the bank account or card, voucher or bonus points to use when buying another ticket) depends entirely on the airline’s decision. Because of the COVID-19 crisis, most airlines stipulate that choosing a traditional refund to the account may involve a long waiting time. Therefore, airlines usually offer a much quicker refund in the form of vouchers or points.

    Remember! The refund only covers the cancelled flights from your booking. Airlines do not refund for flights that took place according to the schedule.

    Learn more about the different types of refunds - here.

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  • When and in which form do I receive a refund for cancelled charter flight?

    In case of receiving information from the tour operator about cancelling the flight, we will start working as soon as possible to obtain a refund for the ticket on your behalf.
    Remember! The waiting time for a response from most tour operators has been significantly extended due to a large number of applications they consider related to the COVID-19 pandemic.

    After we receive the payment from the tour operator (the organizer of your trip), the money will be refunded using the same payment method that was used during the purchase. After we make the refund, we will notify you immediately via e-mail.

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  • When and how do I receive a refund for a cancelled Flight+Hotel package?

    The refund process for cancelled Flight+Hotel packages may take up to 180 days as it is subject to the provisions of the so-called Anti-crisis Shield (Article 15k (1) of the Act of 31 March 2020 amending the Act on special solutions related to the prevention, counteraction and combating COVID-19, other infectious diseases and crisis situations caused by those diseases, as well as some other Acts).

    After we receive payment from the partners providing services within your Flight+Hotel package, the money will be refunded using the same payment method that was used during the purchase. After we make the refund, we will notify you immediately via e-mail.

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  • What is eSky Wallet and what are its benefits

    eSky Wallet is an electronic wallet that allows you to obtain a refund for an unused booking faster. There are also other additional benefits. Currently, you can only use eSky Wallet after you receive a message from us with the option to choose this form of refund.

    Find out more about eSky Wallet - here.

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  • Rules of travelling around the world. Where can I travel to?

    Recently, many countries have changed the travel and border crossing rules. These rules can compromise the documents you may need to have at the airport, the general rules that you may need to follow after your arrival, and/or the temporary inability to travel to certain countries. To learn more about current or upcoming information and how to plan your travels calmly and safely, check the website with all of the rules and documents required by different countries - here.

    Remember! Before embarking on a journey, read the official announcements from the authorities of the country you are going to visit.

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  • Do I need to do a test for COVID-19 before I travel?

    The requirement to test for COVID-19 before travel and the presentation of the negative result after arrival is required by some countries. To find out if you need the test and its result, please check the travel and crossing border rules - here.

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  • How can I get in contact with eSky?

    Currently, you can contact us by using the contact form

    If you need to:

    • find out if there is a possibility to change the date of your flight,
    • ask about buying extra luggage,
    • ask about buying priority boarding,

    check your booking details section in your eSky account.

    Remember! If your journey is to start later than 2 weeks, please wait before you contact us.

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  • The refund amount is lower than the total amount of my reservation. Why?

    The amount of the refund granted is at the airline's discretion and includes services covered by its refund policy. This amount does not include the service fee and additional services purchased on eSky, which have been performed even though the flight was canceled.

    In some cases, airlines will refund for canceled reservations in separate payments, e.g. for specific passengers, if the booking consisted of tickets for a group of people, or it included additional services offered by the airline, such as additional luggage, seat reservation, etc.

    What is included in the refund amount? Learn more >>

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Online check-in

  • Where can I find a link to the online check-in?

    The link to the online check-in form is in your ticket, in the “Prepare for flight check-in” section. You can also find it in your eSky account.

    Also, 7 days prior to the departure, you will receive from us an e-mail reminder about the need to provide the check-in data, along with a link to the form.

    If you have the ticket for your Ryanair flight without the additional online check-in service, please go to the airline's website and log in, using the same e-mail address you used, during the initial booking process with eSky. All emails regarding your booking and online check-in will now be sent to you, directly from the airline.

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  • Online check-in step by step

    Online check-in allows you to prepare the boarding passes, thus giving you access to board the plane. When flying with popular cheap airlines (like Ryanair, Wizz Air, Laudamotion) it is necessary to have the boarding pass printed. Without a printed boarding pass, you may be denied boarding or have to pay an extra fee at the airport. Online check-in procedures can vary depending on the airline.

    If you purchase a ticket from Ryanair, you need to check-in online at the airline's website on your own. To do it, use the e-mail address that you used during the initial booking process with eSky. All emails regarding your booking and online check-in will now be sent to you directly from the airline. However, if you purchase the online check-in service during the booking process with eSky, the online check-in process will look as follows.

    When buying tickets from the other airlines, which require you to check-in online yourself, you need not worry - eSky will complete it on your behalf. In some cases, we will need your details and the details of the other passengers you intend to travel with.

    • You will receive a link with the check-in data form along with your ticket via e-mail. You can find it in your eSky account as well.
    • You can enter the data for the check-in, from the moment you receive the ticket. Because of this we can easily check you in and send the boarding passes as soon as the airline opens the check-in. Attention! Check-in may not be possible in case of providing data later than 48 hours before departure.
    • Boarding passes will be sent to the e-mail address provided during the booking process from 48 to 8 hours before the scheduled departure. To make this procedure go smoothly and correctly, all passengers data must be completed. If you have less than 8 hours to your flight, and you haven’t received any e-mail with the boarding passes, check your SPAM folder and make sure that the e-mail address you provided while making the booking was correct.
    • Boarding passes must be printed and shown at the airport along with the ID document used for check-in.

    Remember! If your trip consists of a few flights, the boarding passes will be sent in separate e-mails - from 48 to 8 hours before departure of each flight.

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  • Online check-in for Ryanair flights

    If you have the ticket for a Ryanair flight and you bought the additional online check-in service with eSky, you do not have to worry. The whole process looks like what we described in the previous topic - "Online check-in step by step".

    If you haven't bought the additional online check-in service with eSky, you need to check-in online on your own. To do it, log in using e-mail address, that you used in the initial booking process with eSky and provide all the necessary details. The airline will send you the boarding pass, along with the information on how to use it. Remember that Ryanair allows online check-in from 48 hours to 2 hours before the flight.

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  • Do I have to print the boarding pass?

    Some of the popular airlines may not accept boarding passes as a PDF file displayed on the screen of a smartphone or other mobile device. Therefore, to be sure of boarding the plane we recommend printing out all boarding passes you receive.

    A printed boarding pass guarantees that you will board the plane.

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  • I don’t have my boarding passes. Where can I find them?

    We send boarding passes to the e-mail provided during the initial booking from 48 to 8 hours before the flight. If your trip consists of multiple flights, the boarding passes will be sent in separate e-mails – from 48 to 8 hours before each one of them.

    Example no. 1

    If you fly:

    • from Warsaw to London on 1.06, 3.00 PM,
    • from London to Warsaw on 7.06, 7:00 PM.

    You will receive boarding passes:

    • for a flight from Warsaw to London on 30.05, 3:00 PM at the earliest (1.06, 7:00 AM at the latest),
    • for a flight from London to Warsaw on 5.06, 7:00 PM at the earliest (7.06, 11:00 AM at the latest).

    Example no. 2

    If you fly:

    • from Warsaw to Tenerife on 1.06, 9:00 AM, with a connecting flight in Barcelona on 1.06, 1:00 PM (MultiLine flight),
    • from Tenerife to Warsaw on 7.06, 12:00 AM, with a connecting flight in Frankfurt on 7.06, 6:00 PM (MultiLine flight).

    You will receive boarding passes:

    • for a flight from Warsaw to Barcelona on 30.05, 9:00 AM at the earliest (1.06, 1:00 AM at the latest),
    • for a flight from Barcelona to Tenerife on 30.05, 1:00 PM at the earliest (1.06, 5:00 AM at the latest),
    • for a flight from Tenerife to Frankfurt on 5.06, 12:00 AM at the earliest (7.06, 4:00 AM at the latest),
    • for a flight from Frankfurt to Warsaw 5.06, 6:00 PM at the earliest (7.06, 10:00 AM at the latest).

    If your flight is in less than 8 hours and you do not have the e-mail with the boarding passes, check the SPAM folder and make sure the e-mail that was provided during the initial booking is correct. It is possible that the boarding passes were sent to another email you own.

    Attention! When it comes to flights that require additional details to be provided in the check-in form, boarding passes will be sent only after the required information is added. If your booking includes additional passengers, make sure the details were provided for all of them.

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  • Error during online check-in

    If an error occurred while providing the passenger details in the check-in form or during an independent check-in, you have to immediately inform us about it.

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Luggage

  • How can I buy luggage?

    Checked luggage can be bought while booking the ticket or added after, but no later than 48 hours before the flight.

    Exemplary conditions:

    Ryanair (price for the flight leg/passenger):

    • 10 kg, 1 piece of luggage 55 x 40 x 20 cm – from 234 ZAR to 484 ZAR*
    • 20 kg, 1 piece of luggage 81 x 119 x 119 cm – from 453 ZAR to 875 ZAR*

    Wizz Air (price for the flight leg/passenger):

    • 10 kg, 1 piece of luggage – from 172 ZAR to 484 ZAR*
    • 20 kg, 1 piece of luggage – from 265 ZAR to 875 ZAR*
    • 32 kg, 1 piece of luggage – from 406 ZAR to 1266 ZAR*

    Other airlines [check here]

    * Prices are set by the airlines and may change. Provided values are only indicative.

    Do you want to find out if you can add checked luggage to your booking? Check your booking details section in your eSky account.

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  • Checked luggage and hand luggage - most important information

    Airlines distinguish between two types of luggage - hand luggage (cabin) and checked luggage (checked into the hold of the plane)

    Hand luggage can be taken onboard the plane and placed in the storage compartment above the seats free of charge or for an additional fee (depending on the airline). However, you should remember that due to safety reasons, certain items that can fit in the hand luggage are strictly regulated by law. The same law also determines, for example, how much liquid can be taken in the hand luggage. It is also important to remember that each airline strictly determines its own rules applying to luggage dimensions and weight.

    Checked luggage is baggage whose weight and dimensions are larger than hand luggage. In case of low-cost airlines (such as Ryanair, Wizz Air and easyJet) it is always submitted as an additional charge, whereas in regular airlines, checked luggage may be included in the ticket price. Regulations also allow items to be carried in checked luggage which may be restricted in hand luggage. Checked luggage is recommended for longer trips. As with hand luggage, the dimensions and weight of the checked luggage are strictly determined by the airlines. Checked luggage should always be checked at the airport, at the selected airlines’ check-in desk, before you proceed to the security control.

    Check what you can pack into hand luggage and checked luggage! - [here]

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  • Luggage and priority boarding

    Priority boarding is a service that allows the passenger to have precedence in the queue when boarding the plane.

    Some of the popular low-cost airlines (e.g. Ryanair and Wizz Air) as a part of the priority boarding service, besides faster boarding, also offer the option of taking additional hand luggage. However, this is not a rule, so every time you want to purchase priority boarding, check what is included with the service.

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  • What are the baggage limits?

    Baggage limits are set by each individual airline. It is best to check and be certain what the baggage limitations are before you purchase the ticket.

    Information about the maximum number of pieces, the weight and dimensions of the luggage can be found during the booking process - in the booking form and also on the ticket received from us.

    Luggage information can also be found for each airline on our websites.

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My booking

  • I don’t have a booking confirmation. How can I check its status?

    A booking confirmation is sent via e-mail after completing the booking and settling the payment for the tickets. If you cannot find information from us in your inbox, check the SPAM folder and make sure that the e-mail provided during the booking process was correct. You can also use a special contact form and resend the booking confirmation to your e-mail address.

    The current booking status can also be found in your account in eSky User Zone in “My bookings” section, or under this link (by providing booking number and e-mail address used for booking).

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  • I don’t remember my booking number. What should I do?

    You can find the number in the booking details section in your eSky account. It is also located in the email sent to the address you provided while making the booking. If you lose the number, or you did not receive it from us, you can use a special contact form on our website where we will resend the e-mail with the booking details.

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  • Incorrect e-mail address provided during the booking. What should I do?

    If you are sure that the e-mail address you provided to make the booking was incorrect, e.g. there was a typo, please go to your eSky account, where you can change the details on your own. If you don't have your account yet, you can create it and import all of your bookings on to it.

    You can also use the link to the form below and send us the information regarding your booking - name and surname, date, and the route of flight. Our consultants may ask for additional details to verify the application. To save time we recommend using your eSky account to edit and correct the details yourself.

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  • How can I manage my bookings, using eSky account?

    Your eSky account is a place, in which you can check the details of your flights and your hotel bookings, easily edit them and complete the online check-in. Furthermore, thanks to your eSky account you can buy additional services such as:

    • checked luggage
    • priority boarding
    • travel insurance
    • accommodation booking - with the possible discount of up to 30%.

    Your account allows you to check visa information and to purchase a visa if needed. You can also check the rules regarding travel of the country you intend to visit. There is also a great option for people, who are searching for cheap flights - in your account, you can find the possibility of managing price alerts with eSky.

    Do you want to learn more about your account? Read this article.

    To log in or to register to your eSky account - click here.

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  • How can I buy priority boarding?

    Priority boarding service can be bought while booking the ticket or added after, but no later than 48 hours before the flight.

    Attention! Priority boarding service is limited and might be unavailable.

    Exemplary conditions:

    FlySafair (price for the flight leg/passenger):

    • priority boarding service can be added for passengers travelling from Cape Town to Johannesburg – from 120 ZAR*

    * Prices are set by the airlines and might change. Provided values are only indicative.

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  • How can I buy seat selection service?

    Airline booking systems assign seats on the plane randomly. In the case of a flight with co-passengers, carriers often split up people travelling together (the only exception to this rule is a situation in which a child travels with a guardian). To avoid such an inconvenience, we recommend purchasing a seat selection service.

    The service can be bought while booking the ticket (option available only for selected airlines) or by contacting us through the contact form (link below).

    Booking a selected seat is a paid service and the price depends on the airline and the type of seat chosen. In response to your message, our consultants will send you information about seat availability and prices.

    Exemplary conditions:

    FlySafair (price for the flight leg/passenger):

    • From 100 ZAR to 200 ZAR*

    Mango Airlines (price for the flight leg/passenger):

    • From 135 ZAR to 200 ZAR*

    Attention! The number of free seats on the plane changes regularly and the selected seats might be unavailable from one day to the next.

    * Prices are set by the airlines and may change. Provided values are only indicative.

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  • How can I pay for the booking?

    You can pay for the reservation in eSky with a credit card. Credit card transactions guarantee instant ticket booking and the highest level of security thanks to PCID SS standards.

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  • I want to cancel a booking. How can I do that?

    With most of the low-budget airlines (including Ryanair, Wizz Air, easyJet, Laudamotion) returning the ticket is impossible. The airlines emphasize in the booking conditions that the tickets are non-refundable.

    When it comes to commercial airlines (e.g. LOT, Lufthansa, Air France), the possibility to return a ticket is specified in the tariff conditions.

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  • How can I cancel a hotel booking?

    If you want to cancel your hotel booking, you have to first make sure your booking allows for this option and know what the rules are regarding cancellations. Information about the terms and conditions of accommodation cancellation can be found on our website, in the room’s description, and in the booking confirmation e-mail.

    Important! You should make sure whether the booking conditions from the selected booking allow for a refund. To cancel a hotel booking, you have to log into your account and choose the right hotel booking or check your travel status and choose the option: Cancel booking

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  • Information regarding a change of flight time by the airline

    If an airline changes the time of the flight, we will inform you about it. Information about the change will be sent to the email provided during the booking.

    The message from us will be titled:
    IMPORTANT! Schedule change notification, confirmation code [booking number]

    Attention! We will send the new ticket with the changed time of flight to the e-mail provided during the booking.

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Changes in the booking

  • How can I change the flight date?

    The possibility of changing the flight date depends on the airline. Some of the low-budget airlines allow passengers to change the date of flight for an additional fee (depending on the carrier it might be as high as 3127 ZAR), while some of the commercial airlines provide such a service only for selected tariffs.

    The fee for changing the date is charged for each passenger and for each flight leg (single flight). Additionally, the difference between the price of the original and the new ticket might be added to the amount. Airlines do not return a difference if the price of the new ticket is lower than the original one.

    In some cases, eSky charges an agency fee in the amount of 281 ZAR for making a change on the ticket, which is included in the total price. This fee is charged for each passenger that needs a change to be made.

    If you want to find out if it's possible to change the date of your flight, go to the bookings section in your eSky account and choose the "Change the date" option.

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  • Invalid passenger details in the booking. What should I do?

    With most of the airlines, changing the details on the ticket is not permitted. Some airlines, however, make it possible to change the information to a certain degree. The scope and the price of such changes depends on the policy of the specific airline.

    Incorrect information on the ticket, such as:

    • misspelling in the first name or last name,
    • wrong date of birth,
    • wrong passenger title (Mr./Mrs.),
    • wrong passenger type (adult/child)

    should be immediately reported. Our consultants will check the possibility to correct the mistakes mentioned above, inform about possible charges for the change and contact the airlines to correct the details on the ticket.

    Attention! Lack of special characters and accents (e.g. č, é, ö), as well as spaces and diacritics in the multipart last names on the ticket, are not considered an error. Airlines do not use them on purpose.

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Invoice

  • Sending an invoice

    A VAT invoice will be issued and sent to the e-mail address provided during the booking process, up to the 15th day of the following month after purchasing the ticket

    Example: If the ticket was purchased in June, the invoice will be sent by July 15th at the latest.

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  • How can I change the buyer's details on the invoice?

    The change of the buyer’s details (not the passenger!) is possible up to 30 days after purchasing the ticket. eSky allows changes to the details in the following circumstances:

    • from a natural person to a different natural person,
    • from a natural person to a company.

    It is not possible to change the details from one company to another company or from one company to a natural person.

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  • How can I check the payment status?

    Payment status is sent in the e-mail with the booking confirmation. If you pay with a credit card or online bank transfer, we send the e-mail with the booking confirmation and information about its successful completion. Passengers that chose traditional bank transfer will receive information about the initial ticket booking and the pending payment. We will send the confirmation of the booking completion only after the payment is settled on our account

    Do you want to check whether your transaction was successful? Check the status of your payment in your account in User Zone in the “My bookings” section or by clicking this link.

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  • How can I get an invoice duplicate?

    A duplicate of the invoice is issued on request.

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  • Why are there two amounts on an invoice, both in different currencies?

    Because the purchase is processed by a polish company, the legal regulations require introducing two amounts on the invoice. One of them is the amount in which the service was purchased, and the other one is its equivalent in PLN (Polish Zloty).

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