Frequently Asked Questions

How can I find suitable offers and information on flight times, prices and routes offered by CommerceTours?

Please visit www.commercetours.at and register to receive special offers. For ethnic fares, assistance or advice in booking your travel, please call us or visit us at our office.

I would like to cancel or change my reservation. What should I do and how much would this cost me?

For cancellations or to make any changes on your reservation, it is advisable to contact your Travel Consultant or visit us at our office.

Is it possible to make a correction or change in name?

No. Due to security reasons once a final booking has been made, customers are not allowed to make any changes or corrections to their name. Hence, when booking your flight ticket it is important to ensure that you enter your name as it appears on your passport.

What should I do if my e-ticket has not arrived after booking online?

If you have not received your e-ticket after booking online with Commerce Tours, please look in your “spam folder” in your email box. Another reason may be the use of different e-mail accounts. Therefore, please check your other e-mail addresses. If you have still not received your e-ticket, please Contact Us.

Where can I view my current flight times?

If you have booked a scheduled flight, it is possible to check your flight time on Check MyTrip. Alternatively, you could check the status of your flight (including the current flight time) directly on the website of your airline.

How can I pay for my ticket?

You can make a payment for your travel using the following options:

Commerce Tours Gift VoucherCash
In Installments*Austrian Credit Cards
Austrian Bank TransferMaestro (Bankomat)
Diners ClubAmerican Express

Important: If you intend to use your Credit Card, please inform your travel consultant in advance as certain airlines do not accept Credit Card payments for certain fares.

*Payment in installments is only possible for individuals residing in Vienna, Austria who have a valid work permit. S/he should have been employed in the same company for the past 6 months and should be earning a minimum salary of 850.00 € net, per month.

What is an ‘E-Ticket’?

An ‘e-ticket’ carries the same information as a paper ticket. The major difference is an e-ticket is located in an airline’s computer database, instead of the passenger’s suitcase. It is an electronic record of the traveler’s airline reservation, containing information such as the time, date and place of the flight, airport, seat assignment and travel class.

During check-in, e-ticket passengers need only show a valid photo identification card such as a driver’s license or passport to claim their spot on the aircraft. Once the airline confirms the traveler’s information, it issues a boarding pass that the traveler uses to board the plane.

How can I book additional services not listed on the website?

Please contact our Travel Consultants for more information.

When will my credit card or bank account be charged after booking?

Once our Travel Consultant has confirmed your travel booking and payment is made, your credit card or bank account is charged immediately.

Do I need to reconfirm my flight ticket?

Yes, we recommend that you reconfirm your flight reservation with the airline at the destination of departure.

Whom should we contact if there is a disruption with the booking outside Commerce Tours office hours?

In such a circumstance we recommend that it is highly effective to contact your respective airline directly. When booking your flight ticket with us, please make sure that you have received the address and telephone number of the airline you are flying with.

What do I do if I miss my flight?

The most common reasons for a missed flight are:

  1. Missed connection due to your delay in arrival at the check-in counter.
  2. Missed connection due to an airline delay.

In such a circumstance, it is advisable to contact your airline. However, depending of the type of ticket purchased you may or may not be compensated.

What happens if arrival at the destination is delayed due to the airlines delay or fault?

Please refer to Passenger Rights in the European Union.

Can I rebook my return flights after starting my journey?

This depends on the type of ticket you purchased. There are ‘non-refundable tickets’ and ‘non-changeable tickets’. Our Travel Consultants will be able to advice you on this before booking your flight ticket with us.

What happens if I do not turn up for my booked flight?

Usually not turning up on time is considered as a ‘No-Show’. The airline reserves the right to cancel your entire reservation including connecting flights and return flights. If this happens, you loose your entire ticket. i.e. 100% cancellation.

Do I get any refund on my tickets if it is unused?

This depends on the type of ticket you have purchased. Our Travel Consultants will guide you before you purchase your ticket from us.

Is Visa requested for the respective destinations?

The most accurate and reliable information is always available with the respective embassies of your destination. However, for a quick reference you could also visit Project Visa.

How much luggage can I carry on my journey?

Please contact our Travel Consultants for baggage allowance.

What do I do if my luggage is lost?

Please contact the nearest airline counter at the airport of arrival and lodge a complaint to the staff on duty. Please make sure to retain your luggage tags or baggage tags for reference purposes.

What do I do if my luggage is damaged?

We suggest that you contact the nearest airline counter at the airport of arrival and lodge a complaint to the staff on duty.

What are the new security regulations for hand baggage?

Since November 2006, new hand luggage regulations came into effect for all passengers departing from airports in the European Union (EU). This specifically concerns taking liquids on board. The new hand baggage security regulations were enacted by the EU to protect passengers from the threat of liquid explosives.

Passengers may carry liquids in their hand luggage, but only within single containers (tubes, cans, bottles) each of which with a capacity not greater than 100 ml. These must be contained in a separate, transparent plastic bag, which must not exceed 1 litre in capacity. Only one bag per passenger is permitted. This plastic bag (e.g. re-sealable freezer bag, standard bag with zip fastener) may contain any number of containers, but must be completely sealed and presented for examination at the security checkpoint.

Passengers are requested to supply their own plastic bag and pack the liquids in the bag accordingly at home.

The definition of liquids include gels, pastes, lotions, liquids/solid mixtures and the contents of pressurised containers, e.g. toothpaste, hair gel, drinks, soups, syrups, perfume, shaving foam, aerosols and other items of a similar consistency.

Special food/drink (e.g. baby food/milk) and medication essential for the flight must not be transported in the bag, however they must be presented separately for examination at the security checkpoint and a plausible explanation must be given for the need for such items. Lipsticks and lip balms must also not be transported in the plastic bag.

Travel value and duty-free items purchased on the day of departure in one of the shops after the security checkpoint at airports in the EU or on board an EU airline continue to be permitted in hand luggage, provided that proof of purchase on that day is given. This also applies to liquids such as perfumes, creams, gels or spirits. The purchased items will be given to passengers in sealed bags together with the proof of purchase. This tamper-proof bag cannot be opened without tearing. Passengers must therefore not open the bags until they have reached their final destination.

Is it important to take travel insurance before I travel?

Travel insurance is important as it would protect you from any unforeseen circumstances that might occur after you have booked and paid for your trip. Hence, do not forget to include travel insurance in your to-do-list before planning your travel. This insurance safeguards you if emergencies arise before or once you reach your destination. Our Commerce Tours team can assist you in choosing the right travel insurance policy.

What do I need to check-in at the airport?

Upon check-in at the counter of your airline, you will need:

  • print out of your flight ticket.
  • valid travel documents for identification. E.g. Passport.

What are my options of checking-in? When do I need to check-in at the airport?

Following are your options of checking in at Vienna International Airport:

We recommend that you arrive at the airport:

  • 2 hours prior for domestic flights or international flights of up to six hours.
  • 3 hours prior for international flights over six hours. For e.g. Transcontinental flights.