USER GUIDE

User guide to book hotels on Via.com

SEARCH
1	Click on Hotel tab. Key in desired destination or search by Hotel Name Enter check-in and check-out dates, no. of rooms, and no. of adults and child per room. Click 'Search'.
CHOOSE
2	Wait for search result to load and compare available rates. Use the filter option to view and compare rates based on category - Star Rating, Hotel Type, Amenities.
BOOK
3	Enter guest details; name, special request, and contact information Review details and click "Confirm Booking".
PAY AND CONFIRM
4	Ensure your browser pop up is enabled if you are using netbanking. For credit card users, please be aware that your card is on OTP / 3D secure otherwise the payment will fail. A confirmation page will appear to confirm your booking was successful. You will also be sent a confirmation instantly which contains all your flight details and important travel information.

User guide to book holidays on Via.com

SEARCH
1	Click on Holidays tab. Key in desired destination Enter travel dates and number of guests. Click 'Search for Holidays'.
CHOOSE
2	Use the filter option to view and compare rates based on category - Star Rating, Budget, No. of Nights.
BOOK
3	Enter guest details; name, special request, and contact information. Review details and click "Confirm Booking".
PAY AND CONFIRM
4	Ensure your browser pop up is enabled if you are using netbanking. For credit card users, please be aware that your card is on OTP / 3D secure otherwise the payment will fail A confirmation page will appear to confirm your booking was successful. You will also be sent a confirmation instantly which contains all your flight details and important travel information.

1.What is the difference between Hotels and Holidays?
    Hotel is room accommodation with or without breakfast. While Holidays are packages composed of hotel accommodation, transfers and tours.

2.How can I book a Hotel?
    Click the Hotel tab, supply all the required information such as city, check-in and check-out date, the no. of rooms to be booked and no. of guest/s.

3.How would I know how many guests are allowed in a room.
    Sharing types are located on the right side of the page upon confirmation of the booking. This will indicate how many guests are allowed in the room.
    Please see below sharing types and corresponding number of pax:
    SINGLE: One (1) pax maximum
    TWIN/DOUBLE: Two (2) pax maximum
    TRIPLE SHARING: Three (3) pax maximum
    QUADRUPLE: Four (4) pax maximum

4.How would I know the child policy of the hotel or they are free of charge?
    This will depend on the child policy of the hotel. You may call our trunkline (555 9 444 loc 3) to inquire about a specific hotel's Child policy. Also, please note
    that some international hotels, esp. in the US, Canada and Mexico, do not allow children to check-in. You may easily know this if the hotel name includes "Adult Only."

5.How would I know the hotel's meal plan?
    The meal plan is indicated below the hotel room type/category. Please see below types of meal plan:
    Room Only
    Bed and Breakfast

6.What if my preferred hotel/s is/are not on the system?
    This may be due to fully booked status or live inventory updates. You may call our trunkline (555 9 444 loc 3) to inquire about a specific hotel's availability.

7.How can I sort hotels?
    On the left corner of the page, you can sort hotels by name, price range, star rating, by nearest location and hotel amenities.

8.Are there any requirements for International hotel booking?
    Complete name of guests (as they appear on a valid government-issued ID, preferably on the passport) are needed.
    Whenever there are children, it is required to input their age by the time of check-in.

9.How can I book a Holiday?
    Click the Holidays tab, supply all the required information such as city, check-in date, and no. of guest/s.

10.If I have a preferred itinerary and it is not available in the Holidays tab, what should I do?
    We can definitely arrange a customized package that will suit your preferences. All you have to do is call our trunkline (555 9 444 loc 3) and provide the following details:
    Destination
    Preferred Hotel (if any; or specific amenities that your guests prefer)
    Specific Check-in and Check-out Dates
    No. Of Pax (if with children, age)
    Preferred Tours and Transfers

11.What does On Request mean?
    On Request means that instant online confirmation cannot be guaranteed due to inventory updates or minimal availability of rooms.
    You may call us on our trunkline (555 9 444 loc 3) so that we can do the booking manually for you, provided that there are available rooms.

12.Is it possible to have a Package reservation?
    Package reservation must be sent to holiday's department of VIA 15 days before the desired date of guest's check-in.
    You may call us on our trunkline (555 9 444 loc 3) for inquiries.

13.How would I know the package details?
    Just click "View Details" under package validity to review the package details such as Inclusions and package conditions.

14.How can I sort Holidays?
    On the left corner of the page, you can sort package by budget, hotel name, star rating, cities/regions and itinerary.

15.If I have a group, where do I send my inquiry?
    Please send your group inquiries to (). Please note that for Hotels and Holidays, it will only be considered a GROUP if the number of hotel rooms which will
    be booked is at least eight (8). Also, allow us at least 72 hours (3 working days) to work on your group quotations. This is to make sure that we get the best
    and most competitive rates for your guests.

16.What is FDP?
    FDP stands for Fixed Departure Program specifically designed by Via Philippines so that any Filipino passengers can take advantage of a travel package including
    hotels, airfare, tours & services on a specified date for a much better price compared to a private tour.

17.What is the minimum number of participants required?
    Minimum number of participants is two (2) persons. If you are a single traveller, we may either find you a roommate or if not, single supplement rate applies.

18.Is the rate posted applies only to Adult? How about for children and infant?  
    Rates posted on our website is for adult only. You may call us on our trunkline (555 9 444 loc 3) for rate inquiries for children and infant.

19.What are the regular inclusions?
    The package combines airfare and hotel stay based on a standard accommodation. We normally choose hotel which is ideal for you.  We also include the following services:
    Round trip transfers airport-hotel, tour arrangements, meals, services of tour guide & coordinator.

20.What are the regular exclusions?
    The following are excluded: Applicable taxes (Varies depending on the airline), Philippine Travel Tax (Php1620), Terminal Fee (Php550), Visa Fee & Processing (if applicable) and
    gratuities for the driver & guide.

21. Does this program also apply to a Foreign Passenger?
     Yes but Supplemental Charges applies to a foreign passenger depending on the destination and nationality.

22.Where can I find the flight details of this program?
    Flight details will be posted under "View Details" tab once you select the Fixed Departure Program button under Holidays Tab.

23.Is it possible to add optional tour on this program?
    It is possible depending on the prefer tour and flight details.

24.If my booking is confirmed, is it possible to cancelled and request for refund?
    For our hotel and domestic packages, it depends on the cancellation policy implement by the hotel itself.
    For tour, cancellation charges apply.
    For International and FDP Packages, it is non refundable.

25.If my booking is confirmed, is it possible to rebook my booking?
    For our hotel and domestic packages, it is possible depending on room availability of your new travel date. It is also possible if your request is before the cancellation policy of the hotel.
    For International and FDP Packages, it is non rebookable.

1.What payment options does VIA have?
    Currently we accept payments using credit cards (visa/master card) and net banking only.

2.How do I know that my credit card information is safe on your site?
    VIA is a VeriSign Secure Site. Any information you enter when transacting over VIA is sent in a Secure Socket Layer (SSL) session and is encrypted to protect
    you against unintentional information disclosure to third parties.

3.Under what name will my purchase be charged on the credit card statement?
    Your purchase will be charged under FLIGHTRAJA TRAVELS PVT. LTD

4.What happens if payment has been deducted from my account/charged to my card but thereafter nothing happened/the website did not respond/etc.
    If payment has been deducted from your account/charged to your card we would automatically refund the full amount and same would reflect in your account/card
    statement within 7 working days.

5.While trying to book a ticket, I filled in and submitted my payment details and then nothing happened/ the website did not respond/I could not proceed with the booking.
   What do I do?
       Or
   You transaction could not be completed. Your transaction was not successful
    The airline link may be down and therefore until the airline side the link is not revived the reservation cannot be processed.
    The passenger or passport information keyed in is incorrect format
    The Card payment failed as card payment is not 3D secure on OTP
    The Net banking payment failed as you did not enable popup in your browser setting

    Note: We suggest that you check with your bank if payment has been deducted from your account/charged to your card.
    In case, payment has been deducted or charged to your account we would automatically refund the full amount and same
    would reflect in your account/card statement within 7 working days.

6.What is transaction charge?
    These charges are levied by the bank directly as payment gateway charges to facilitate online payments. Such charges are applicable on all online payments on all sites.

1.How do I contact Via?
    Via Customer care is open 24/7. For any assistance, contact us at customercare.ph@via.com or call us at +65 555 9444. Our Customer Service Executive will be happy to assist you.

2.How do I know my reservation is confirmed?
    You will receive a VIA Booking Confirmation email when your booking is confirmed.
    If you do not receive an email you can view the status of your booking by logging on to our website and entering the VIA Reference number by clicking on "Manage My Booking" option.
    If you have not received a confirmation email and cannot find a successful transaction, please contact our Customer Service Centre via our Hotline Support at 02 555 9444 or email
    at customercare.ph@via.com

3.Do I need to reconfirm my flight reservation?
    You may re-confirm your reservation. If you need any information, you can login to our website or call our customer service team at the call center number mentioned above.

4.Why have I received two confirmation emails?
    If your booking is on Jet star, Tiger Airways, Air Asia or Scoot the Airline, we will email you a separate confirmation email which will also be your E-Ticket.
   This means you will have two confirmation emails, one from VIA and one from the Airline.

   Note:
   The airline booking reference is different from your VIA booking reference number.
   When checking your flight online on the airline website, use the airline confirmation number (PNR)

5.What is the maximum number of seats I can book?
    A maximum of 9 seats can be booked at one time. If you need to book for more than 15 passengers please send an email to groupdesk.ph@via.com as it will be treated as group.

6.How do I book online with a single name?
    VIA website mandates both the first (given name) and last name (surname) during the booking process. You can do so by repeating the name on both the first and last name fields
     and follow- up with a call to our service team immediately after booking online.
     Contact us at 02 5559444 to amend the name on the flight booking to reflect the correct single name as per your passport details.
     However please do note that to process such name changes there may be respective airline fees involved.

User guide to book Buses on Via.com

SEARCH
1	Click on Buses tab. Key in departure city and destination. Enter your travel date and number of passengers. Kindly select the 'Senior Citizen' check box if you are above 59 Years of Age to avail Senior Citizen Discount. Then Click 'Search'.
CHOOSE
2	Wait for search result to load and compare available fares. Proceed to SeatMap by clicking on 'Book' button or If 'Send Request' button appears then send your Request for the selected Bus. Our Team will get back to you.
SEAT MAP
3	Select a Seat from the available seats. Select a Boarding Point. Enter Passenger name and age. Click 'Book'.
BOOK
4	Enter mobile number, email Id. Kindly upload ID Proof for Senior Citizens. Review details and click 'Book Buses'.
PAY AND CONFIRM
5	Ensure your browser pop up is enabled if you are using netbanking. For credit card users, please be aware that your card is on OTP / 3D secure otherwise the payment will fail A confirmation page will appear to confirm your booking was successful. You will also be sent a confirmation instantly which contains all your bus details and important travel information.