FAQ's


Flights
1. How do I make a booking?

You can book flights via our online search bar as follows:

a. Enter your departure city and arrival city.
b. Select date of travel:
  • i. One Way Flights – flies you to one location without a return flight.
  • ii. Return Flights – we take you to your intended location and back.
  • iii. Multiple City – flies you to various locations during a single trip.
c. Select no. of adults, children and infants.
d. Select class of travel
e. Click the pink button to search for flights
f. Review various options and click the view deal button next to your preferred airline, price and itinerary
g. Insert passenger details
h. Select any extras you would like
i. Follow payment steps, pay and receive confirmation email and ticket.
You can also contact us on 09060202020 or email flights@traveltank.com for offline bookings.
2. I entered the wrong name while making a booking. Can I get it changed?

Ability to change names varies from airline to airline. Please contact flights@traveltank.com

3. Can I make a booking for another traveller that is not me?

Sure, but please make sure that you input the traveller's name exactly as it appears on his or her passport data page.

4. What are the differences between non-stop, direct and connecting flights?

Non-stop flights will take you straight to your destination without any stops on the way.
Direct flights will have a midpoint airport stop whilst on your way to your final destination. Passengers are usually seated in the plane during this midpoint stop.
Connecting flights require passengers to change from one plane or airline to another at a connecting point whilst on their way to their destination.

5. What does 'Book on Hold' mean?

Book on Hold gives travellers the opportunity to reserve (hold) a seat for 24 hours without making payment. This seat held will automatically cancel at midnight that same day.

6. I have used the wrong prefix (Mr./Mrs.) while making a booking. Can this be changed?

If the airline supports changes we will be happy to effect the change for you. If not, you may have to cancel the booking and re-book again. Kindly contact flights@traveltank.com

7. My intended itinerary or preferred airline is getting zero results. What do I do?

If this problem persists, it may be that there is no available seating or route with your preferred airline of choice. Kindly contact flights@traveltank.com for more help.

8. We want to travel as a group? How do we book and get further discounts?

For group bookings please contact groups@traveltank.com

9. I have never made a booking online. Can I trust TravelTank?

Once you book on TravelTank you never go back! We do understand our users may be used to offline purchases therefore our customer service team are more than happy to assist you over the telephone or in person please contact flights@traveltank.com or call us on 09060202020 for more information.

10. Why do you need my passport data page information?

Travellers travelling to USA, or on airlines such as Qatar Airways, Emirates, Egypt Air, Etihad Airways and Turkish Airlines will be required to give extra information as follows: passport number, country of issue, passport expiry date, date of birth, gender and nationality.

11. I want to make a booking for an unaccompanied minor. What do I do?

Kindly contact flights@traveltank.com for more information on unaccompanied minor bookings.

12. I have a frequent flyer number. How can I add it to the booking?

If you have opted for our comfort package we will contact you to add your frequent flier number. If not please send a mail to flights@traveltank.com

1. How will I know my hotel booking has been confirmed?

Once you have made your hotel booking and payment has been processed, we will send an email with your hotel voucher within thirty minutes. You can also login to your TravelTank account to print the voucher from our site.

2. Can I change the name on the hotel voucher?

This depends on the hotel in question. In most cases hotels do not allow name changes but please contact hotels@traveltank.com for me help with this.

3. What are my hotel reservation check-in and checkout times?

Check-in and check-out times vary from hotel to hotel. Contact us at hotels@traveltank.com and will be happy to go through your hotel booking with you.

4. What ID do I need carry to check-in at the hotel?

You are to carry with you a valid government issued photo ID. Please be advised that any hotel reserves the right to deny check-in if valid government ID is not produced.

5. Can I book both my flight and hotel in one booking?

Yes! Please visit our homepage and click on the 'Flights and Hotels' tab.

6. Do I need to reconfirm hotel voucher with my hotel?

No. We've done all the work for you. The confirmed hotel vouchers from us is all you need.

7. What is the difference between hotel star ratings and Trip Advisor ratings?

Star ratings rank the quality of a particular hotel based on certain benchmarks whilst Trip Advisor ratings or stars are given based on customer reviews and experiences – the more satisfied customers are with a hotel, the higher probability of a better Trip Advisor star rating.

8. Will I need to pay for anything else at the hotel?

Once you have received your hotel voucher it means you have paid for your room and taxes. Certain countries such as UAE may ask guest to pay a tourism tax at the front desk. Any other miscellaneous purchases or requested services outside the content of the voucher should be paid for directly to the hotel.

1. Will I be provided with a contact number to call at the activity destination?

Sure. Once you have paid for your activity, we will immediately send you an activity voucher which has the contact details of the activity service provider. If you have paid and haven’t received your activities voucher please contact activities@traveltank.com

2. Can I book more than one activity at a time?

Yes! Please make sure you are aware of your timings and date so you don’t book two long activities for the same time and dates!

3. Are activity providers safe?

At TravelTank duty of care is very important to us. We do our best to make sure we vet our vendors. However, we in no way assume liability for anything that happens during any activity. We advise guests to make their own personal checks and decisions.

1. How do I find out more information on my selected holiday package?

Please contact holidays@traveltank.com and our packages and holidays team will be glad to provide you with more detailed information on your holiday!

2. What are the key inclusions in my holiday package?

Most of our holiday packages include visa assistance, tours, airport transfers and accommodation. Please ensure you are aware of what your selected holiday package includes before making payment.
To find out what inclusions come with your selected holiday package please contact holidays@traveltank.com

3. I don't want an all-inclusive package, all I need is visa and accommodation assistance

That's absolutely fine. Please contact us and we will be more than happy to tailor a package that suits all your needs!

4. How do I know my holiday is booked?

Upon payment completion and processing, a holiday voucher with a unique reference ID will be sent to your email.

1. How do I change or cancel my transfer reservation?

For transfers made on TravelTank.com you can contact us via transfers@traveltank.com to amend or cancel your reservation. Please note that cancellations of transfers are subject to the terms and condition of the reservation.

2. Will my transfer take me directly to my accommodation?

Yes. All our private car transfers will take passengers directly to their accommodation.

3. How will I find my transfer service at the airport?

Once your transfers booking is complete you will be issued with a unique ID and voucher. This voucher will contain full instructions on how to meet your driver and where he or she will be waiting for you.

4. I am travelling with a baby and will need a baby seat?

Not all destinations we provide transfers to will have baby seats. Please contact our team by telephone or via transfers@traveltank.com to find out if baby seats can be provided at your intended destination.

5. If my flight is delayed, will the transfer be waiting for us?

Yes. For all our private transfers, flight delays of up to 3 hours are included. For flight delays over 3 hours – please contact our team immediately so we can inform the supplier. The supplier may charge an additional fee for this and if not paid may cancel the service after 3 hours of waiting.

1. Do you help with visas?

Depending on your travel destination, you may need travel documents such as passports, travel visa, ETA or ESTA. Our visa department is here to offer expert visa and immigration advisory services.

2. Do you guarantee visa approval?

We provide visa advisory services for a select list of countries around the world. We do not guarantee approval of any visa application submitted to an embassy as this approval or rejection is at the sole discretion of the embassy in question. We however always make sure that all our customers have been given all the necessary assistance and guidance when making and submitting an application, to maximize the likelihood of a visa approval.
For more information please contact us at visas@traveltank.com

1. Why get travel insurance?

Travel insurance is always recommended as it protects travellers against mishaps such as emergency medical expenses, lost, stolen or damaged baggage, cancellations cover and injuries when on vacation. Kindly contact travelinsurance@traveltank.com for more information.

1. When do I pay for my booking?

We recommend making payment immediately after your booking has been completed. Customers have the option of putting a booking on hold up until midnight of that same day but we cannot guarantee that fare price will stay the same. For hotel reservations, book on hold option is not available.

2. What modes of payments do you accept?

We accept domestic and international credit card payments from the following; Verve, Visa and MasterCard. We also accept cash payments to our various bank accounts as well Quickteller payments.

3. I have never made a payment online. Is it safe?

Completely and utterly Safe! Our website is protected with an SSL Certificate and displays the Thawte Secured Seal on secure pages.

4. How do I pay for my booking?

Payments can be made via internet transfer, Quickteller, bank transfer, bank deposits or via a travel kiosk at our head office.

5. I have made payment. When do I receive my ticket or voucher?

Once payment has been approved and processed, we will email you with your ticket or hotel voucher. If you have a TravelTank account, tickets or hotel vouchers will also be visible and ready to print in your account once you log in.

6. I have made payment and have not received a confirmation email?

Depending on the product purchased, please contact flights@traveltank.com or hotels@traveltank.com if confirmation email is not received within thirty minutes.

1. What is the difference between refundable and non-refundable fares?

Non-refundable means that if you are to cancel your booking – you forfeit the booking and will not get any money back except in extra ordinary circumstances such as death or military orders.
Refundable means that the upon cancellation of a booking you are entitled to get parts or all of your money back depending on the fare rules of the ticket or hotel voucher in question.

2. How can I reschedule my flight booking?

We can handle this for you. Kindly contact flights@traveltank.com for swift help with your date changes.

3. How do I cancel a booking that has been paid for?

For flight cancellations please contact flights@traveltank.com. Our team will review the rules of the ticket and advise accordingly. Tickets are either refundable, partially refundable or non-refundable.

4. What are the cancellation charges for flights?

Cancellation charges vary from airline to airline. Please contact flights@traveltank.com for further help with your cancellation.

5. The airline I booked has cancelled my flight, how do I get a refund?

We are sorry about this. Kindly contact flights@traveltank.com and we will be more than happy to query the airline for a refund!

6. Can I travel on one leg of my booking and cancel the other?

This may or may not be possible as it is dependent on the type of ticket purchased. Please contact flights@traveltank.com to see whether your ticket can be partially refunded.

7. I have changed plans and I want to use the ticket on another date. Can I leave the ticket open?

Yes and No. It rests on the airline and the rules of your ticket – you can leave a ticket open for up to one year by placing an extended travel date on the booking. Some airlines do not allow bookings to be left open indefinitely. Kindly contact flights@traveltank.com for more help on this.

8. I want to change the passenger's name completely on a ticket. Is this possible?

Tickets cannot be transferred from one person to another. Please contact flights@traveltank.com to see other available options.

9. How can I cancel my hotel booking?

Please contact hotels@traveltank.com to see your options regarding hotel-booking cancellations.

10. What are the cancellation charges for my hotel booking?

Cancellation charges vary from hotel to hotel. Please contact hotels@traveltank.com for further help with your cancellation.

11. How do I change my check in date?

For changes to your hotel reservation please contact hotels@traveltank.com

12. I want to cancel my activity booking. Can I get a refund?

Not all booked activities can be refunded. Please contact activities@traveltank.com to see if your activity is refundable. If it is refundable we will also advise you on any cancellation charges.

13. When will I get my refund?

If your flight, hotel or activity booking is refundable we usually advise customers to give a period of 6 to 8 weeks depending on the airline, hotel or activity vendor. Refund timelines are relative to the particular service provider and not TravelTank.

1. What extras add-ons do you provide?

Travel Insurance, Visas, Lounge Access and Comfort Package

2. What does your comfort package option consist of?

Comfort package gives travellers access to our VIP service which includes protocol services, frequent flier input, seat selections and lounge access.

3. How do I apply for travel insurance?

If apply for travel insurance outside your flight booking, please fill in our form using this link and one of our travel insurance advisors will get back to you immediately.

4. How do I apply for lounge access or comfort package with my flight booking?

Please select lounge access or comfort package in the ‘extras & add-ons’ section and make payment. Our consultants will do the rest!

5. Is your lounge access option global?

Lounge Access is only for Murtala Mohammed International Airport in Lagos. We do provide access to various airport lounges across the world, however for this please contact flights@traveltank.com

1. How can I access my booking?

To access your bookings, please click on 'My Account' tab on the TravelTank homepage and log in in using your registered username and password.
In case of group bookings please contact groups@traveltank.com

2. How many kilograms can I carry as free baggage?

The amount of luggage allowed to be carried for free varies between airlines and travel destinations.
Please note that some airlines do not provide baggage allowance as part of the ticket fare. You may be required to pay for baggage per kilogram on these airlines. Please visit the website of the airline or contact flights@traveltank.com

3. Do I need a passport and a visa for my international trip?

Before boarding an international or regional flight your will need a passport. Your passport must be valid for at least six months after your return date.
Visa regulations depend on your nationality and travel destination. Please check with the embassy in question or talk to our visa consultants – visas@traveltank.com
It is the responsibility of the traveller to ensure they have relevant visa, transit visa and passport documentations before making a trip.

4. Do I need travel insurance?

Travel Insurance is not mandatory for some countries but it minimizes various financial risks such as, missed flights, illness, lost baggage, theft, terrorism and airline bankruptcy to name a few.

5. What will be the local time upon arrival at my destination?

Your ticket voucher already displays the local time at your departure city and arrival city. Please check to see the time you arrive at your destination – this will be the local time at your destination.

6. I need the airline to provide me with special services. How can this be done?

For special services such as wheelchair assistance and meal selection please contact us on flights@traveltank.com or the airline directly. Though guarantee of special services varies from airline to airline, we are more than happy to help with various special service assistance where applicable.

7. What terminal is my flight?

Please refer to your flight voucher, the airline's website or email flights@traveltank.com for information on which terminal your flight will depart from.

8. What items am I not allowed to travel with?

Firearms, explosives, flammable substances, chemical items, sharp objects, tools, blunt instruments are all prohibited to travel with.
In your hand luggage, you are not allowed to exceed 100ml of liquid gels, creams, and aerosols per container. The following are considered to be liquids;

  • Toiletries,
  • Liquid medicines
  • Alcoholic and non-alcoholic drinks.
  • Liquid components of e-cigarettes
  • Food items, such as soups, sauces, jelly and jam.
  • Please contact flights@traveltank.com for a thorough list of prohibited items.

Please contact flights@traveltank.com for a thorough list of prohibited items.

9. I have booked my flight. How many hours before departure time should I be at the airport?

This varies between airlines. Our general rule of thumb – passengers should check in 3 hours before departure for international flights and 2 hours before departure for domestic flights.

10. Will my luggage be checked in up until my final destination?

Travellers on a non-stop flight or using the same airline all the way to their final destination will have their luggage checked in throughout.
Travellers using various airlines will have to ask at the check-in counter on the possibilities of being checked in to their final destination.
There are some countries that ask luggage to be rechecked in for security reasons. Please contact us for more details.

11. What is premium economy?

Premium economy is a class of travel in-between business class and economy class which often has extra legroom and amenities not included in an economy class cabin.

12. How do I change my email or telephone number on a booking?

Please contact flights@traveltank.com to change email and or telephone details on your flight booking and hotels@traveltank.com for changes on your hotel booking.

1. I need to ask further questions. How can I do so?

Please fill our enquiries form and one of our expert consultants will get back to you.

2. I would like to make a complaint. Where can I do so?

Please fill our complaints form and one of our expert consultants will get back to you.

3. I would like to give feedback on how the site can be improved.

Please fill our feedback form and one of our expert consultants will get back to you.