Q: What are your support hours and phone number?

💬 Main support via chat You can reach out via chat whenever you need support from our team. Our chat support is available in the following hours: Monday to Friday: 00:00 - 23:59 (Worldwide). Saturdays at: 10:00, 12:00, 14:00, 16:00, 18:00 and 22:00 CET. Sundays at: 10:00 12:00 14:00 16:00 and 18:00 CET. Please send us a detailed message with your request or query. Our team will contact you as soon as possible.

Q: Why am I getting a "Duplicate booking" warning?

You can receive two types of duplicate booking messages. Type 1: A pop-up on C Teleport when you're booking It appears when you're booking a flight for a passenger who already has another booking with a close departure date. This is a warning from our app in case you forgot you already have a similar booking. In case you don't know when the passenger shall fly, and you're booking a second time intentionally to block potential departure dates, you can proceed with the booking. Keep in mind that the airlines have robots to track double bookings for the same passengers even within different airlines and routes. If an airline finds a duplicate booking, it can cancel all your flights without a notification. If your second booking is a prolongation of a previous one, or if it's a return flight, you don't need to worry. You can proceed with the booking, and the airlines won't consider this as a violation; your bookings will be safe. Type 2: An email notification coming from the airline When you get an email notification saying that the airline found a duplicate booking, please: Check if you have duplicate bookings for the same passenger with a close departure date. Check if there is a booking with another travel agency. ||| ⚠️ Heads up! A travel agency can make a booking when you request a price quotation. If the agency forgets to cancel the booking on time, the airline might consider it a duplicate. In this case, please make sure the agency cancelled the booking.

Question 1

What is the maximum baggage size and weight?

Accepted Answer

Check-in baggage weight varies per booking. You can check the number of bags and weight per bag on the booking screen. If you have questions, send us a message in chat.

If you need to know the check-in baggage dimensions, you can click on the baggage link on the booking screen to go to the airline's baggage page and read the information there, or you can ask us in chat.

The maximum baggage weight and size depend on the flight. Baggage allowance is different depending on a travel cabin, route, fare type, and many other factors. The airline is the one that determines baggage allowance for a particular booking.

In general, marine fares have extended baggage allowance such as 2 pieces of baggage or 40kg.

Public tickets have baggage allowance ranging from 0 to any; this also depends on the airline.

General information

According to IATA (International Air Transportation Association), a passenger usually can take two checked pieces of baggage with the sum of one bag’s height, width, and length not exceeding 158 cm/62 inches.

${color}[#16a6ff](height + width + length ≤ 158 cm/62 inches)

IATA advises 23kg/50lbs as a maximum weight for each bag. However, some airlines have an extended limit up to 32kg/70lbs per bag or, controversially, set 20 kg as a limit.

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Question 2

I forgot my password, how can I recover it?

Accepted Answer

It happens to the best of us. In case you ever forget or misplace your password, you can follow these simple steps to reset it.

Open your browser and go to https://app.cteleport.com/
Click on Don't remember your password?

Open the email you received and click on the link therein. In case you cannot find the email, please also make sure you check your spam folder.
Follow the instructions to reset your password.

| If you don’t receive the link to reset the password or you have any other problem, you can send us an email to support@cteleport.com or send us a message via chat on the website.

Question 3

What are your support hours and phone number?

Accepted Answer

💬 Main support via chat You can reach out via chat whenever you need support from our team. Our chat support is available in the following hours:

Monday to Friday: 00:00 - 23:59 (Worldwide). Saturdays at: 10:00, 12:00, 14:00, 16:00, 18:00 and 22:00 CET. Sundays at: 10:00 12:00 14:00 16:00 and 18:00 CET.

Please send us a detailed message with your request or query. Our team will contact you as soon as possible.

Question 4

Why am I getting a "Duplicate booking" warning?

Accepted Answer

You can receive two types of duplicate booking messages.

Type 1: A pop-up on C Teleport when you're booking

It appears when you're booking a flight for a passenger who already has another booking with a close departure date. This is a warning from our app in case you forgot you already have a similar booking.

In case you don't know when the passenger shall fly, and you're booking a second time intentionally to block potential departure dates, you can proceed with the booking.

Keep in mind that the airlines have robots to track double bookings for the same passengers even within different airlines and routes. If an airline finds a duplicate booking, it can cancel all your flights without a notification.

If your second booking is a prolongation of a previous one, or if it's a return flight, you don't need to worry. You can proceed with the booking, and the airlines won't consider this as a violation; your bookings will be safe.

Type 2: An email notification coming from the airline

When you get an email notification saying that the airline found a duplicate booking, please: Check if you have duplicate bookings for the same passenger with a close departure date. Check if there is a booking with another travel agency.

||| ⚠️ Heads up! A travel agency can make a booking when you request a price quotation. If the agency forgets to cancel the booking on time, the airline might consider it a duplicate. In this case, please make sure the agency cancelled the booking.

Question 5

Are all the partially used tickets refundable?

Accepted Answer

No, the fare rules depend on each ticket. Inside the app, you can see the refund rules for fully unused tickets. But, the cancellation rules for partially used tickets can be the same or completely different.

To know the cancellation and refund rules of a partially used ticket, please send us a message in chat.

Are all marine fares refundable if partially used? No, the ticket cancellation rules are unique per each ticket.

Marine fares can:

Be refundable if partially used
Have penalties
Be completely non-refundable.

||| ⚠️ Important: When a marine fare is fully refundable, it doesn't guarantee that it's refundable if partially used.

How to request a partial ticket refund? If a passenger flew one or more flights on the ticket, you could cancel the ticket on the app by clicking the "Cancel" button. In case the button is not available, please, request a partial ticket refund in the chat. We will process the request if the ticket rules allow a partial refund.

| 💡 See where to cancel a ticket on C Teleport in this article.

How is a partial ticket refund calculated? Rules might differ, but one of the general practices is calculating the used part and deducting it from the total ticket cost. Additionally, used taxes, cancellation fees and non-refundable taxes are also deducted.

In some situations, the used flight may cost more than the total ticket. Sometimes a shorter flight is more expensive than a longer one. In this case, there will be no refund

Question 6

Why is there a credit card fee?

Accepted Answer

To provide a credit card payment service, C Teleport works with Stripe to accept online transactions. Stripe charges C Teleport a credit card fee. We’re not adding anything on top.

We want to stay true to one of our core values, “Transparency”, so we decided to clarify the credit card fees instead of just increasing our prices.

When you pay by credit card, the following fees may apply:

European cards: 1.2%* All other cards: 2.75%

*Includes Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Holy See, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxemburg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Saint Pierre and Miquelon, San Marino, Slovakia, Slovenia, Spain, Sweden and the United Kingdom.

||| ⚠️ The final price won’t appear on the booking screen; it will appear on your next invoice. Credit card fees are not refundable in case of cancellation. But, you can choose to keep the money on your account as credit to use for your next purchase. You won’t pay a credit card fee then.

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