FREQUENTLY ASKED QUESTIONS

For Passengers

Can I buy a ticket directly from W2?

W2 provides B2B distribution and ticketing capabilities to our partner airlines and to travel agencies and not directly to passengers. To buy a ticket, please contact a travel agency or visit an online airline ticket portal.

Why do I have a ticket from W2 or FlexFlight?

FlexFlight has the IATA airline abbreviation code W2. W2 is a B2B provider of distribution and ticketing capabilities and facilitates that the airlines having an agreement with W2 can sell their tickets through travel agencies and online ticket portals.

When the travel agents sell the tickets to a passenger they use the W2-365 ticket number to issue the ticket. This is why you might see either W2 or FlexFlight on your confirmation or a ticket number starting with 365 (followed by 10 digits).

The airline contracting with W2 to sell the ticket via the travel agent or online ticket portal is responsible for the ticket you have purchased and any changes you may wish to make and the operation of the flight is managed by them. You may find the partner airline and contact information by entering the flight number here.

Why do I have a credit card charge from FlexFlight?

FlexFlight has the IATA airline abbreviation code W2. W2 is a B2B provider of distribution and ticketing capabilities and facilitates that the airlines working with W2 can sell their tickets through travel agencies and online ticket portals.

When a ticket is sold to a passenger on a route serviced by one of the airlines working with W2, you might experience that “FlexFlight” appears on your next credit card statement since W2 validated that the ticket could be sold to you. In this case please verify if a ticket has been sold within the last credit card statement period on a route operated by an airline having an agreement with W2 (you can see the list here).

Normally a ticket number is also indicated together with the transaction. When sold via W2 the ticket number would usually start with 365 and followed by 10 digits.

Can I check-in online?

Enter the flight number in the look-up module here to validate if the airline supports online check-in for your flight. If online check-in is not indicated, it is generally only possible to check-in at the airport. Alternatively you may check the airline’s own website or contact them directly (information shown by using above link)

Who do I contact if I have questions related to baggage allowance, special services, etc?

Since W2 (FlexFlight) provides services to multiple airlines, the conditions around baggage allowance and services may vary according to what airline you are flying with and you need to contact them directly with these enquiries.

Enter the flight number in the look-up module here to get contact information of the airline.

Alternatively you may also contact the travel agent where you bought the ticket and they may be able to help you with more information on such requests.

Can I cancel my ticket and get a refund?

Since W2 (FlexFlight) provides services to multiple airlines, the conditions around cancellation policies vary according to what airline you are flying with and as a ticketing partner W2 is not authorized to process your request directly.

You need to contact the travel agency where you bought your ticket and ask them to provide you with more information on the cancellation policies of your ticket.

My name is not correct on the ticket. How do I correct it?

To ensure that the correction of a wrongly displayed name is fixed and correctly displayed when you check-in you need to contact the travel agency where you bought your ticket.

My flight has been cancelled. What can I do?

If your flight has been cancelled you need to contact the travel agent where you bought the ticket and enquire about a refund. As a ticketing airline, W2 is not authorized to directly process your refund.

The travel agent will proceed with a refund request and inform you about the process.

Where do I check departure time, terminal and other details about the flight?

You may either contact the travel agency where you bought the ticket and request more details about the flight or you can contact the airline directly. Use our flight look-up module here and enter the 4 digit flight number to get contact information of your airline.

Can I make changes to my ticket?

Since W2 (FlexFlight) provides services to multiple airlines and the conditions around e.g. name change, flight change etc vary according to what airline you are flying with and the fare rules of your ticket.

As a ticketing airline only W2 is not authorized to process these changes and you need to contact the travel agency where you bought your ticket to process these changes according to the fare rules of your ticket.

Where do I find contact information for my airline?

Enter the flight number in the look-up module here to get contact information of the airline.