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) Saturday &amp; Sunday: 10:00 - 18:00 CET / 16:00 - 00:00 (Manila Time) ☎️ Emergency phone numbers during the weekend We are now available during the weekends via telephone for emergencies only. If you have an emergency and need an immediate reply, you can call any of these numbers: Cyprus: +357 22 232064 Denmark: +45 89 87 05 14 Greece: +30 21 1199 1172 Israel: +972 3-763-0295 Latvia: +371 68 688 354 Netherlands: +31 10 808 2717 Philippines: +63 2 8540 9882 Russia: +7 499 609-75-08 UK: +44 20 3936 0628 Ukraine: +380 44 361 9100 *We only provide support in English when calling these numbers. ||| These phone numbers are only for flights with a departure on Saturday, Sunday or Monday. If your flight is on another day, please, send us a message on the chat. If our lines are busy, you can leave your phone number on the chat, and we will call you back on the same day, but it might take up to 4 hours. If you need an immediate reply, call again a few minutes later.

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.

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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) Saturday & Sunday: 10:00 - 18:00 CET / 16:00 - 00:00 (Manila Time)

☎️ Emergency phone numbers during the weekend We are now available during the weekends via telephone for emergencies only. If you have an emergency and need an immediate reply, you can call any of these numbers:

Cyprus: +357 22 232064 Denmark: +45 89 87 05 14 Greece: +30 21 1199 1172 Israel: +972 3-763-0295 Latvia: +371 68 688 354 Netherlands: +31 10 808 2717 Philippines: +63 2 8540 9882 Russia: +7 499 609-75-08 UK: +44 20 3936 0628 Ukraine: +380 44 361 9100

*We only provide support in English when calling these numbers.

||| These phone numbers are only for flights with a departure on Saturday, Sunday or Monday. If your flight is on another day, please, send us a message on the chat. If our lines are busy, you can leave your phone number on the chat, and we will call you back on the same day, but it might take up to 4 hours. If you need an immediate reply, call again a few minutes later.

Question 4

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 5

How do OK to board visa arrangements work?

Accepted Answer

When your passengers are travelling internationally, they might require visa arrangements for specific destinations. If they don’t have the necessary visa, it should be taken care of. An OK to board arrangement can be a solution if you’re managing last-minute travel.

Why is it important? The airlines are responsible for ensuring that the passengers will be permitted to enter the destination country during the check-in. In case the passenger is not allowed to enter the destination country, the airline has to deal with the repatriation costs and other possible penalties. So, airlines always check for every single passenger if it’s OK to board.

How to get an OK-to-board visa arrangement? Your local agent could help you arrange a visa on arrival. In this case, the local agent has to contact the airline and guarantee that he/she will arrange the required permit and other immigration documents for your passenger. In other words, the local agent asks the airline to issue an “ok-to-board” for the passenger. Once it’s done, the airline will inform the check-in officer, allowing the passenger to take the flight.

Make the arrangements before departure When your local agent can’t arrange a visa on arrival, an “ok-to-board” can’t be issued. Visa arrangements have to be taken care of before departure.

Without the required documents, you can have the following consequences:

The airline denies the passenger to board the plane. Additionally, the airline can refuse to refund

Question 6

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.

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