Support and tickets

What this is for

When something is wrong, you write a ticket. It is a conversation in one place — your question, our answer and the partner's answer, all together.

A ticket is better than an e-mail, because it has a number, a status and a full history.

Who it is for

For every logged-in customer.

What you see

The ticket list

The "Support" page. The subtitle: "Tickets about bookings, refunds and travel disruptions.".

The "New ticket" button.

Each ticket is a card with:

• The subject.
• A status badge: "Open", "Awaiting customer", "Awaiting supplier", "Resolved", "Closed".
• The category.
• The number of messages — "3 messages".
• A "Plus priority" badge if you have a Plus membership.
• An "Escalated to supplier" badge when the case went to the partner.

When you have nothing: "No tickets" and "If you need help with a booking, create a ticket.".

The new ticket form

The title "New ticket". The subtitle: "Describe your case — pick the category matching the type of service it concerns.".

A "Ticket details" section with fields:

Type of service — choose one: Flight, Hotel, Tour, Car, Insurance. Error: "Choose a valid value.". Pick the type that matches the service — the partner finds your case by it. A ticket with the Insurance type and a policy number goes straight to the insurer's claims queue.

Category — choose one:

• Booking change
• Cancellation
• Refund
• Travel disruption
• Payment
• Claim report
• Other

Error: "Choose a valid value.".

Booking number — optional, at most 64 characters. Hint: "Optional — e.g. order number ASW/2026/000123.". Error: "The value is too long.". Give it if the case concerns a specific booking. It shortens the answer time a lot.

Subject — required, 3 to 140 characters. Example: Missing voucher for the hotel in Barcelona. Errors: "A subject is required (min. 3 characters).", "The value is too long.".

Case description — required, 10 to 4000 characters. Write what happened, what you expect and give dates. Errors: "A message is required.", "The value is too long.".

The "Send ticket" button (while it runs: "Sending…").

Step by step

1. Log in and go to "Support".
2. Click "New ticket".
3. Choose the "Type of service".
4. Choose the "Category" matching your problem.
5. Type the "Booking number" if the case concerns a specific trip. With the Insurance type give the policy number (for example PL/2026/000002) — without it the insurer will not see the ticket in their claims queue.
6. Type a short, clear "Subject".
7. In the "Case description" write:
   • what happened,
   • when (the exact date and time, if it matters),
   • what you expect.
8. Click "Send ticket".

What happens next

You will see "Ticket created — we will answer as soon as possible.". The ticket appears in the list with the status "Open".

What the statuses mean

• Open — you are waiting for our first answer.
• Awaiting customer — we answered and are waiting for you. Look into the ticket and add a message.
• Awaiting supplier — we passed the case to the partner (hotel, carrier, tour operator) and are waiting for their answer. You then also see the "Escalated to supplier" badge.
• Resolved — the case has been sorted out.
• Closed — the case is finished and closed.

Adding messages

Open the ticket and write in the message field. Text is required and can hold up to 4000 characters. Errors: "A message is required.", "The value is too long.".

After sending you will see "Message added to the ticket.". When the ticket is already closed: "Ticket not found or already closed.".

Plus priority

Airsockfly Plus members have a "Plus priority" badge. Their tickets go to the front of the support queue.

Tickets that appear by themselves

Some tickets are created without you doing anything:

• when you submit a date change request for a hotel, tour or car,
• when you submit a flight cancellation request,
• when a flight date change needs an extra payment.

A "See ticket" link then appears in the panel.

Frequent questions

I cannot find a category for my problem. Choose "Other" and describe the case in the "Case description" field.

Can I add a photo or a file? A support ticket has no attachments. You can use the contact form on the public site — there you can add a JPG, PNG or PDF file up to 10 MB.

I get "Too many tickets. Wait a moment and try again.". That is protection against sending many identical tickets. Wait a few minutes. If it is the same case, add a message to the existing ticket.

Who can see my ticket? Our support always can. A partner sees it once we pass the case on — the status then becomes "Awaiting supplier" and the "Escalated to supplier" badge shows up.

Insurance is the exception: a ticket with the Insurance type and a policy number is visible to the insurer straight away in their claims queue. For hotel, tour, flight and car the partner has no ticket list of their own — we contact them ourselves.

How long do I wait for an answer? It depends on the case. When the answer has to come from a partner, the status becomes "Awaiting supplier" — then we are waiting with you. We tell you about every answer by e-mail.