Flights

Booking related queries

• What is an e-ticket?

  An e-ticket is an electronic ticket that contains all the information shown on a paper ticket (or itinerary) but is stored as an electronic record in the airline's computer system. When the e-ticket has been issued, the passenger needs to print out their ticket/itinerary with the booking reference shown. At the departure airport, the passenger goes straight to the airline check-in desk.

• How do I know that my booking is confirmed?

  Your booking can only be confirmed once your payment has been processed. We will send you a 'booking confirmation' e-mail. This contains:
      - Your booking reference number.
      - Your flight details.
      - Your e-ticket.
      - Your invoice.
  Please be informed that we reserve the right to cancel the booking and refund the amount paid, and we reserve the right to adjust prices and taxes before the ticket has been issued if this is considered necessary.

• Can I cancel or change my booking through Safa?

  Safa currently does not accept online cancellation or amendment requests. However, you can contact Safa customer support team 24/7 to assist you with that. Please remember to check the cancellation policy before making any changes to your reservation. Non-refundable services and other special deals may have different cancellation policies. Cancellation information can be found under booking details. Apart from the cancellation charges levied by the airline, Safa charges a cancellation/amendment fee of KW 2.5 per ticket.

• What is the difference between a direct flight, a nonstop flight and a flight with a connection?

  Many people think non-stop and direct flights are interchangeable terms, but there are differences between the two.
  A nonstop flight does as its name suggests: flies from one airport to another without stopping.
  A direct flight, on the other hand, makes a ‘technical’ stop along the way at a mid-point airport. Passengers are not allowed to disembark from the flight during these stops, which normally lasts for 45min to 1 hour.
  An itinerary with connecting flights requires passengers to change planes at a mid-point airport, which may be in a different terminal or on a different airline.

• Do I have enough connection time between my flights?

  The Minimum Connecting Time (MCT) is the standard amount of time needed to make a connecting flight at a particular airport. This standard is determined by the air traffic controller and varies according to the airport and the airline. The connection times we offer on our website are set according to these standards.
  In the event that you miss your connecting flight due to an earlier flight delay, it is the airline’s responsibility to re-route you onto the next available flight. Should there not be other flights available that day, the airline should offer you accommodation. This is only valid if your journey and all transits were booked on one ticket.

• Can I book a flight with an outbound departure from another country than the one I am presently situated in?

  Yes, you can book tickets between any two cities across the globe.

• Are my credit card details safe?

  Safa uses a secure connection for your booking:
  Your payment is processed directly through our bank partner site which uses state-of-the-art secure server technology.
  We do not store your credit card information in our database and we will never ask for your credit card secure information through phone or e-mail.
  Your personal data details are encrypted and secure.

• Can I make reservation for more than 9 passengers in the same booking?

  It is not possible to book for more than 9 people at the same time. BUT you can make two separate reservations on the website. Please bear in mind that we cannot guarantee that there will still be seats available when you make the second reservation as you might have grabbed the last seats with your first booking. If you need any further assistance please call our customer support team.

• Should I check-in online?

  Online check-in allows you to save time at the airport by checking in via the airline's website. Please note that online check-in is not supported by all airlines.

Name Correction

• What do I do if my name is misspelled on the booking?

  Most airlines allow for minor corrections to misspelt names (e.g. Mohammed/Mohamad, Ali/Aly), but do not allow name changes to the travelers originally booked. If there is a spelling mistake, we can ask the airline for a name correction. The final approval comes from the airline. Kindly make sure you always enter the correct name as mentioned on your passport in order to avoid any inconvenience.

• How do I transfer my booking?

  Airlines do not allow you to transfer your airline tickets to another traveler, you must cancel your original reservation and book a brand new ticket following the airlines rules and regulations.

• Do I need to give my middle name?

  It is not a requirement to add middle names when making a booking with us; most airlines will keep note of your middle names in their system but it will not appear on your ticket. For example, Mr Ahmed Ali Jabbar will appear as Jabbar/AhmedMr on your ticket.

Changes

• Can I change the airline after booking?

  Unfortunately, we cannot change your booking to another airline due to airline restrictions. However, you can cancel and rebook with your preferred airline. Normal airline cancellation penalties of the original ticket will be applicable.
  If you are booking a flight with a low-cost airline (e.g. flynas, Fly Dubai, Air Arabia etc), changes can only be done by contacting Safa customer support team 24/7.
  However, if you are flying a full-service airline (such as Emirates Airlines or Saudi Airlines), the ability to change or cancel your airline ticket is dependent on the type of ticket you purchased.
  Rebooked flights must be for the same traveler and on the same airline as the original booking. Apart from the amendment charges levied by the airline, Safa charges a cancellation fee of KW 2.5 per Ticket.
  Additional charges on rebooked flights shall be calculated as below:
  Difference in airfare (if the cost of your new flight exceeds your booking amount).
  The total cost of your change will depend on your airfare, your ticket details, and any applicable penalties or fees.
  Ticket change cost example.

• What do I do if I miss my flight?

  Unfortunately, if you missed your flight there is no refund and you will have to book a new flight. Some airlines, however, may permit you to pay the difference and be on standby for the next available flight (with an applicable penalty fee). We suggest you contact us as soon as you see a possibility of a delay on your way to the airport to assist you with changes to your booking (a missed flight penalty fee may be applicable).

• How do I cancel my booking?

  Unfortunately, most bookings are non-refundable with low-cost airlines (such as flynas, Flydubai etc). Cancellation can only be done by contacting us directly. Usually, the airlines may provide a non-refundable, non-transferable credit shell for future use.
  Fortunately, for most full-service airlines (such as Emirates Airlines or Saudi Airlines) you can cancel flight bookings with us according to the fare rules booked.
  Please be aware that some fares are non-refundable. Review your itinerary for fare rules, restrictions, and ticket cancellation fees prior to booking. Airlines may permit cancellation 24 hours prior to departure. Usually, airlines may charge an additional 'no show' penalty if the booking is cancelled within 24 hours of the scheduled departure time. Apart from the cancellation charges levied by the airline, Safa charges a cancellation fee of KW 2.5 per ticket.

Schedule changes

• What do I do if my flight is rescheduled?

  Occasionally, airlines can make changes to their flight schedules to accommodate changes in equipment, routeing, or capacity. Airlines may also make changes due to adverse weather, mechanical or crew issues. We will notify you by email if your reservation is impacted by a planned airline schedule change. However, sometimes we do not receive advance notice, so we always encourage you to check your flight status 24 hours before departure. The airline will always offer a replacement flight in case of a schedule change, but alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased. We will always work with the airline to find you an alternative flight as close to your original schedule as possible or a refund as per your convenience.

• What do I do if my flight is canceled by the airline?

  If your flight was canceled by the aviation police out of your control, and the dates available to choose from the list of alternative flights with the same destination do not suit you and you do not want to book another appointment, we will contact the airline to request a refund of the flight costs. Which is subject to the approval of the competent authority.

Refund & Payments

• How will I receive my refund?

  All refunds are made back to the same channel used during booking. For example, if you used your credit card, we will make an appropriate charge reversal. If you used your debit card, we will credit the money back to the debit card. Please remember that the cancellation charges along with Safa fees, cashback, discounts availed shall be deducted from the refund amount. The refund process will take 2 working days and the amount will reflect in your account within 15-20 working days depending on the issuing bank.

• Do I have to bring the credit or debit card I used to pay for my flight to the airport?

  It is not mandatory to carry the credit/debit card that was used to make the payment at the time of the booking.

• What is a service fee?

  To help cover the cost of providing access to certain airlines, we a service fee every time a reservation is confirmed.

• Is the service fee refundable?

  No, the service fee is not refundable.

• Will I receive a receipt or invoice for payment?

  Yes, Through your Email.

• How is the service fee calculated?

  The amount of this service fee varies based on a percentage of the booking total. This is applicable on a per passenger basis.

• Which airlines have this service fee?

  The fee is applicable to all the low-cost airlines such as flydubai, flynas, Air Arabia, SpiceJet, and Pegasus.

• What do I need for making an online payment?

  All you need is a valid credit card.

Other service requests

• What do I do if a booking fails?

  In the unlikely event that a booking has failed, we shall call and assist you in confirming the booking offline. Please avoid making more booking attempts, as you may end up being charged twice. These are rare instances that happen when there is a huge demand for a particular seat and the time taken by the gateway exceeds the regular period. In such scenario, the seat may have been booked by another passenger resulting in your failed booking.

• How do I get in touch with the airline directly?

  Please refer to this list of airlines and their contact details here.

• What is the baggage policy for my flight?

  Baggage policies vary between airlines. Please check your itinerary when booking your ticket where the allowances will be clearly mentioned. We will also offer the option of purchasing additional baggage allowance for your trip.

• How early should I be at the airport before my flight?

  How early you need to check-in varies by airline, departure airport and destination. However, the following are general guidelines if you're checking-in baggage:
      - International Flights: check-in at least 3 hours before departure.
      - European Flights: check-in at least 2 hours before departure.
      - Domestic Flights (i.e. flights within the same country): check-in at least 90 minutes before departure.
  We recommend that you check-in online where applicable to save yourself time.
  You should aim to be in the departure hall in good time for boarding which usually begins 60 minutes prior to departure. Make sure you give yourself plenty of time to complete all check-in formalities and security screening. Remember that airport security is extremely thorough and this can cause delays in reaching your desired boarding gate. Some airports are large enough where it takes anywhere between 15 - 20 minutes to reach the boarding gate.

• How do I avoid airsickness and jetlag?

  Flying internationally causes jetlag because you're crossing three time zones. Some precautions to take include:
      - Drink plenty of water and no alcohol.
      - Stick with a bland diet.
      - Set your watch to your destination's time so, when you arrive, you can get into a normal sleeping schedule as soon as possible.

• Can I bring pets onboard a flight?

  If you are travelling with your pet, contact the airline to make a booking for them. Your airline might require your pet to have the following:
      - Collar with ID and license number.
      - Recent certificate of good health (no older than 30 days) from your veterinarian.
      - Rabies vaccination certificate (if travelling internationally).
  Size and number restrictions:
      - Airlines limit the number and size of pets allowed to travel in the cabin. You can usually carry-on small pets, provided their carrier fits under the seat in front of you.
      - Airlines restrict the number of animals travelling in cargo, depending on the aircraft and the weather.
      - Additional fees: Most airlines impose fees for pets travelling in the cabin or in cargo.

• How do round trips with two one-way trips work?

  When the cost is lower, we may offer a round-trip flight that consist of two separate one-way fares. Each flight will be subjected to its own rules and restrictions. At the time of booking, you will be notified that your itinerary consists of two separate one-way fares.
  After booking, your confirmation e-mail will display one booking number and two airline locators.
  Each airline will have a different baggage policy. Please check each airline's policy to determine how many bags you can check-in and the fees associated with extra baggage.
  If one of your flights is affected by a change made by the airline (cancellation or schedule change) and you do not want the alternative flights offered by the airline, then flight change fees may apply. If you would like to make a change to your ticket, you'll need to make changes separately and a change fee may apply to each ticket. Please contact Safa for assistance with any changes. Rules and restrictions may be different for each ticket. Apart from the cancellation charges levied by the airline, Safa charges a cancellation fee of KW 2.5 per ticket per Trip ID.

• What kind of documents do I need in order to travel?

  Passport: Your passport must be valid for at least 6 months from the outbound date of travel. All travelers must have individual passports including children and infants.
  Visa: You must be in possession of a valid visa for countries that do not facilitate visa on arrival. You may require travel insurance and a pre-determined amount of foreign currency to qualify for a visa to certain countries. Check with the consulate of the country you're visiting to ensure what your visa requirements will be.
  Transit Visa: Some countries require you to have a valid transit visa even if you’re not stopping en route. For instance, Saudi nationals flying to Canada via any of the US airports will need to hold a valid US transit visa. Entry and transit requirements are subject to change and you are advised to check the requirements prior to travel.
  Foreign currency: Check the foreign currency requirements for the country you’re visiting. Sometimes there is a minimum currency requirement and in most cases, one should be in possession of a credit card that can be used internationally.
  Vaccination: Please get back to the destination embassy to make sure if any vaccination required before traveling.

• After paying online if I did not receive my eticket, what shall I do?

  If you did not receive your e-ticket within 12 hours or your flight is soon, please contact Safa customer support team.

• How do I travel with an infant / request a baby basket?

  Children under the age of 2 will not get their own seat. They will have to sit on an adult's lap. Most airlines offer baby baskets to be requested on long haul flights. To make this request, please contact us. A service fee may apply to process this request.

• Can I redeem airline when I make a booking with you?

  Unfortunately, we can't help you redeem your air miles (for example if you would like to book your flight using your accumulated credit). This must be done directly through the airline. You will also need to contact the airline directly if you want information about the status of your frequent flyer account.
  What we can do is make sure that your frequent flyer air miles are credited to your account when you book with us. Please contact us.
  A service fee may apply to process this request.

• How far in advance can I book an air ticket online?

  Since we use the same reservation system used by airlines and travel agencies around the world, the system permits reservations for travel within 330 days. This means we are unable to display availability for reservations further in advance than this. To reserve a flight on, please wait until your travel falls within this range.

• Why does my itinerary say there are seats available, but when I go to reserve them it says none are available?

  Since we use a real-time reservation database, availability can change between the time an itinerary is created and when a ticket is reserved or purchased. Tickets are constantly being sold around the world so a flight can be fully sold out minutes after your search.

• Can I hold a reservation?

  Airline regulations prohibit us from holding reservations. You need to purchase the ticket(s) immediately as airfares are not guaranteed until being ticketed.

Umrah

• What airlines are available on Umrah packages?

  - Kuwait Airways
  - Saudi Airlines
  - Flynas
  - Aljazeera airlines
  

• What hotels do you have in Makkah?

  All 5-star hotels located around Masjid al-Haram are available.

• Which is closer, Jeddah or Taif?

  Taif

• Where/When to wear ihram when going to Jeddah or Taif?

  From Kuwait Airport or before the Miqat.

• How large is the room in the hotel?

  The space varies according to the type of the room and the hotel as well.

• How many elevators are there in the hotel inside the towers?

  Swissotel has one elevator, and the rest of the Waqf hotels have two elevators.

• Do the offers include transportation from the airport to the hotel and vice versa?

  You can contact our support team to add this service, noting that some services are subject to additional fees.

• Is there anyone waiting for us at the airport representing the company?

  You can contact our support team to add this service, noting that some services are subject to additional fees.

• What is the allowed luggage weight on the plane?

  - Jazeera Airways: 30 kg
  - Flynas 23: kg
  - Saudi and Kuwaiti airlines: 40 kg
  In addition to 7 kg in the cabin of the plane.

• What is the cancellation policy for the Umrah package?

  We offer you an Umrah package at a special price, which is not subject to cancellation or modification.

• Is it possible to travel with the ID card in case the passport has expired?

  Surely.

• What is the time of Check-in and check-out from the hotels?

  Check-in is from 5:00pm and check-out is at 12:00pm.

• How many children are allowed to stay with me without a bed?

  One child under 7 years old who does not have the right to breakfast.

• What are the airport and departure Terminals for Umrah packages?

  - Kuwait Airways from El Jadida Airport Terminal T4.
  - Jazeera Airways from Jazeera Terminal T5 at Kuwait International Airport.
  - Saudi Airlines and Flynas from Kuwait International Airport.

• Is it possible to choose a specific seats on the plane?

  You can contact the airline directly or visit their website to find out the possibility of choosing specific seats.

• Is it possible to add lunch and dinner to the offer and paying for the additional the cost?

  You can contact our support team to add this service, noting that some services are subject to additional fees.

• Can I convert the room to a Haram-viewed one?

  You can contact our support team to add this service, noting that some services are subject to additional fees.

• What are the names of the clock tower hotels?

  Fairmont Hotel (Clock Tower) - Zamzam Hotel - Raffles Hotel - Swiss Al Maqam Hotel - Al Marwa Hotel -Movenpick Hotel - Swissotel Hotel.

• Can I change a seat from economy to business class?

  You can contact our support team to add this service, noting that some services are subject to additional fees.

• Is a child less than 12 years old the same price as an adult?

  Yes, the price of a child is considered the same as the price of an adult regarding the Umrah offers provided by Safa Co.

• When should I appear at the airport before the flight takes off?

  Three hours before the flight.

• How long does the flight take?-How long does it take from the airport to the hotel?

  The flight time is 2 hours and 20 minutes, plus an hour from the airport to the hotel.

• How much weight is allowed for Zamzam water in a plane?

  One bottle, 5 liter for each passenger in Economy Class and 2 bottles in Business Class.

• Does the quadruple room have four beds or are there extra beds?

  The quadruple room has 2 basic beds and 2 extra beds.

• What is the hotel's breakfast timing and the type of breakfast?

  From 6 am to 10 am- Open buffet

• Is it possible to book two adjacent rooms or two connected rooms?

  Please note that room requests are subject to hotel availability.

• Does changing the separate beds to a king-size from the hotel itself charge a fee?

  Please note that room requests are subject to hotel availability.

• Is there a meal on the trip?

  You can get your meal on Kuwait and Saudi Airlines for free.
  As for flynas and Al Jazeera, you can get the meal for an additional fee.

• What is the duration of the Umrah visa?

  Eight working days

• When does applying for Umrah visas start?

  Applying for Umrah visas starts two months after the Hajj, which is the best time to perform Umrah.

• Do expatriates need Medina Visa?

  Yes, expatriates need a visa to enter the Kingdom of Saudi Arabia, whether Medina or Mecca.

• Is it possible for an expatriate to go to Taif airport?

  It is not possible to go to Taif because Taif Airport is for Gulf nationals only

• What are the best times for circumambulation?

  After the dawn prayer until the noon prayer, it is considered the best time for tawaf, due to the few people who are there then.

• Where is the airport for pilgrims located? What about Jeddah?

  At the same airport but about 15 minutes away from Jeddah airport.

• Is there an airport in Hafr Al-Batin?

  There is Qaisumah airport, but it is a domestic airport.

• Where are Al Safwa Towers located and which is closer,Al Safwa or the Clock towers?

  Al-Safwa Towers are next to the Clock Towers and the same distance, and they are all on the Haram Square.

• Can women over 45 years of age travel without a mahram?

  Yes, for those who have a GCC passport.

• Where is As Sayl al Kabir region located?

  About 10 km from Taif Airport.

• Is it possible to conclude Ihram from Mecca?

  It is necessary to conclude Ihram from the meqaat limits before entering Makkah.

• Does the Madinah-Makkah train work?

  Yes, it works, you can contact the site support team to help you complete the train reservation.

• How far is it from Taif to Mecca?

  80 kilometers.

• Which is closer to the Haram, Jeddah or Taif?

  Taif is 10 km closer.

• Is there transportation at Taif Airport?

  Yes, you can rent a taxi.

• Where are the endowment hotels located opposite which door in Mecca?

  Opposite King Abdulaziz Gate.

• What is the closest hotel to the Haram?

  Dar Al-Tawheed and Clock Towers.

• Is there a possibility to delete a person from the total number of people?

  It is only allowed to change the name after reviewing the possibility of doing so with the airline, bearing in mind that all Umrah reservations are not redeemable.

• Does the offer include breakfast, lunch and dinner, and for the month of Ramadan, iftar (breakfast) and suhoor (the before dawn meal)?

  Refer to the hotel management before Ramadan for details.

• What is the difference between a view of the Haram or the Kaaba?

  The view of the Kaaba through which you see the entire Kaaba if the view is complete.
  And see part of the Kaaba if the view is partial.
  As for the view of the Haram, you can see through it part of the Grand Mosque.

• Do the city view rooms have an occupancy and disturbance area?

  All rooms overlook the hotels adjacent to the hotel

• Is the prayer inside the hotel room that has a view of the Kaaba the same as prayer in the Haram?

  The same prayer if the rows are complete inside the hotel, and it is better to pray in the Haram

• Is there a medical center or hospital in each endowment hotel?

  There is a hospital in the endowment on the 11th floor and it receives any patient for a fee

• Are there smoking rooms in the endowment hotels?

  There are no smoking rooms in all endowment hotels because it is forbidden by Sharia.