GCash Travel+

How can I book a flight?

Note: Before booking a flight, please ensure your passport is valid for at least 6 months beyond your travel date. Also, check if the destination country requires any visas or additional travel documentation.

1. Select Flights and choose your destination along with your departure and return date (for round-trip). Search results will show available flight times, which are displayed in a 24-hour format (00:00 to 23:59).

2. Select a flight and review "Baggage and policy details." The baggage policy is stated on your ticket, and you can add extra baggage during the payment process (if available) or at check-in. Be mindful that most flights have cancellation fees that cannot be waived by GCash | Travel+, and any refundable amount is subject to airline approval.

3. Enter your booking details.

4. Tap Book Now and complete the payment within 30 minutes. Otherwise, the booking will not be successful. Ensure your wallet balance is sufficient before proceeding with the payment.

Before booking, make sure all information and dates are final. Incorrect information may result in ticket issuance failure, amendment fees, or denied boarding, according to airline policies.

I just paid for the flight order, when will I receive my ticket?

Once you’ve booked your flight, its status in the booking details will show as “Ticketing.” When it's processed and you receive a confirmation email within 24 hours, the status will change to “Ticket(s) Issued.”

Make sure you entered the correct email. Tap on My Travel > My Orders, find your flight booking, and check the "Contact Info" to see if your email is correct. Look in your junk or spam folder for the confirmation email.

My flight booking failed, when will I get my flight refund?
If a booking fails, the refund process will begin immediately, and the amount should be reflected in your original payment method within 48 hours.

If you have not received the refund after 48 hours, please contact GCash Travel+ Customer Care team.

Where can I check my ticket and flight time after the booking? 

To view your booking details and status, tap My Travel > My Orders and select your flight booking. Please take note that flight times are shown in 24-hour format (00:00 to 23:59).

Check out the sample booking screenshot below: 

- Departure: Dubai (DXB airport) on May 19, 2025, at 19:55 (7:55 PM) on Monday.
- Arrival: Manila (MNL airport) on May 20, 2025, at 09:20 (9:20 AM) on Tuesday.

- Return departure: Manila (MNL airport) on June 16, 2025, at 12:35 (12:35 PM) on Monday.
- Return arrival: Dubai (DXB airport) on June 16, 2025, at 18:10 (6:10 PM) on Tuesday.

What if my flight got rescheduled/canceled?

For any flight schedule changes, expect an SMS, email, or notification from the airline. Please make sure to enter the correct contact details when booking to receive updates. Don’t forget to check your spam or junk folders, too.

To check flight details, visit the airline’s website or contact them directly for the latest updates.

If you require any further assistance, please contact the GCash Travel+ Customer Care team.

How can I reschedule a flight if needed?

Be mindful that not all flights can be rescheduled. To check if your flight is eligible for changes and if any change fees apply, tap on "Baggage and Policy Details" under your booking.

If your flight is eligible for changes and you are aware of any applicable change fees, you can proceed with the self-amendment by following these steps:

1. Open your 'GCash | Travel+' mini program.
2. Tap 'My Travel' icon in the top corner.
3. Select 'My Orders' and locate your flight booking.

4. Click on your booking and tap the 'Change' button. Select your preferred flight date. Don't forget to specify your desired flight time or flight number (same airline and same cabin class) in the 'Remarks' section.

After submitting the request, wait at least 48 hours for the outcome. You will be notified via email from voyager-fliggy@service.alipay.com about the amendment status.

If a change fee is imposed, you must complete the payment within 30 minutes to secure your seat. If you fail to make the payment within the given time, you will need to request a change again or stick with your original flight.

Can I change my booking details (change name, change passport details etc.)? 

If you wish to amend any of the traveler’s details, please contact the GCash Travel+ Customer Care team.

Please be informed that there might be additional fees imposed for such requests and is dependent on the respective airline companies’ policies. 

When will my flight booking get confirmed?
Once your order is successfully placed you should receive your flight ticket via the email address you have provided within the next 24 hours (unless stated differently under your ticket status).

I just completed my order, how soon will I receive my flight ticket?

Once your order is successfully placed, you should receive your flight ticket via the email address you provided within the next 24 hours, unless stated otherwise under your ticket status.

How can I cancel my booking and how am I going to receive a refund? 

Please be aware that not all flights can be cancelled. To check if your flight is eligible for cancellation and to see if any change fees apply, please tap on "Baggage and Policy Details" under your booking.

If your flight is eligible for cancellation and you are aware of any applicable cancellation fees, you can proceed with the self-cancellation by following these steps:

1. Open your 'GCash | Travel+' mini program.
2. Click on the 'My Travel' icon in the top corner.
3. Select 'My Orders' and locate your flight booking.
4. Click on your booking and tap the 'Refund' button, then choose the cancellation reason.

If your cancellation is due to an involuntary reason such as hospitalization or a medical issue, kindly provide all supporting documents to the GCash Travel+ Customer Care team at voyager.cs@service.alipay.com after you initiate the self-cancellation steps above.

After submitting the request, please wait 24 hours for the outcome. You will be notified via email from voyager-fliggy@service.alipay.com about the status of your cancellation request.

Please be informed that the refund amount may take up to 5 working days to reflect under your original payment method.

How can I book a hotel?

1. Select Hotels and search for your city or hotel to check availability for your check-in/check-out dates.
2. Select a hotel and review the terms and privacy policy.
3. Enter your booking details.
4. Tap Book Now and complete the payment. Ensure your wallet balance is sufficient before proceeding with payment.

Before booking, make sure your dates are final. You cannot modify your booking once you have completed the payment.

Once your booking is placed, its status will show as “Confirming.” When it's processed, the status will change to “Confirmed” and you will receive a confirmation email within 30 minutes.

Make sure you entered the correct email. Tap on My Travel > My Orders, find your hotel booking, and check the "Contact Info" to see if your email is correct. Look in your junk or spam folder for the confirmation email. 

If you don’t receive a confirmation email, your booking will automatically be marked as "Canceled," and you'll get a refund within 5 working days.

How can I view my hotel booking details?

To view your booking details and status, tap My Travel > My Orders and select your hotel booking.

If any unexpected situation occurs in your destination city or hotel, GCash Travel+ will publish a reminder under your booking details. 

How can I cancel a hotel booking?

You can only cancel your booking if it was made more than 24 hours in advance and if the hotel allows it. If the hotel doesn’t support cancellation, GCash Travel+ can’t cancel it either. Cancellation fees might apply, and a full refund isn’t guaranteed.

To cancel your booking, please follow these steps:

1. Tap My Travel > My Orders and click the hotel booking you would like to cancel.
2. Tap Cancel Booking. 

Once the booking is successfully canceled, the booking status in-app will be updated to Canceled Successfully and you will receive an email notification.

How can I book an attraction or tour ticket? 

1. On the GCash Travel homepage, tap Attraction or Tours
2. Select the destination city or specific Attraction or Tour you want.
3. Review the terms and privacy policy.
4. Tap Book Now and complete the payment.

Before booking, make sure your dates are final. You cannot modify your booking once you have completed the payment.

Your booking is confirmed when the status on your order page shows "Confirmed" and a confirmation email has been sent to your nominated email address.

Make sure you entered the correct email. Tap on My Travel > My Orders, find your booking, and check the "Contact Info" to see if your email is correct. Look in your junk or spam folder for the confirmation email. 

If you don’t get the email, your booking will automatically be marked as "Canceled," and you'll get a refund within 5 working days.

How can I view my attraction/tour booking details?

To view your booking details and status, tap My Travel > My Orders and select your attraction/tour booking.

Some attraction spots will redirect you to their official site to download the e-Ticket. Please follow the guide accordingly.

I booked a day tour, will the tour operator reach out to me? 

Some travel agencies or guides may contact you in advance, but this varies by package. Refer to your Booking Details for more information.

If no contact is made, simply arrive at the designated location at the specified time. Specific meetup details are available under the Itinerary Details section on the Reservation Details page.

If you need any further assistance or have additional questions, please contact the GCash Travel+ Customer Service Team.

Can I cancel my booking?

Before booking, please review the cancellation policy in the "Product Details" section. Once your booking is confirmed, you can view the cancellation policy in the "Cancellation Policy" tab of your order.

Note: Before booking a car rental, please ensure that you are at least 18 years old with a valid driver's license from your country of residence and have held a full license for at least 1-2 years. Specific requirements may be found on the booking page. Provisional licenses are not accepted.

If your driver's license is printed in a non-Roman alphabet (e.g., Arabic, Chinese, Cyrillic), it is strongly recommended to secure an International Driving Permit (IDP). Any driver's license originating from countries not part of the International Driving Permit treaty must also be accompanied by an official translation in English.

When renting within the EU, customers from non-EU countries must also present an International Driving Permit along with their domestic license.

How can I book a car rental? 

1. Select Car Rentals and search for your city or hotel to check availability. 
2. Input the following details: 
   1. Pick Up and Drop Off Location
   2. Pick Up and Drop Off Time 
   3. Driver’s Age 
3. Select your desired car category and rental provider. 
4. Review the terms and privacy policy.
5. Tap Book Now and complete the payment.

Make sure you entered the correct email and details. Tap on My Travel > My Orders, find your car rental booking, and check the "Contact Info" to see if your email is correct. Look in your junk or spam folder for the confirmation email. 

If you don’t get the email, your booking will automatically be marked as "Canceled," and you'll get a refund within 5 working days.

How Can I Cancel My Car Rental?

Please be informed that order cancellation might incur a cancellation fee or you may not receive a refund. Kindly check the cancellation policies and terms before cancelling.

To cancel your booking, please follow the steps below: 

1. Tap My Travel > My Orders and click the car rental booking you would like to cancel.
2. Tap Cancel Booking. 

What happens if my flight gets cancelled or delayed? 

Please contact and inform the car rental company immediately on your latest estimated arrival time. If you add your flight details to the booking, the car rental company will be able to track your flight and may hold the car for you for up to an hour (given it is within their operating hour, and we don't guarantee the holding of the car).

My car rental was in a bad condition when I picked it up, what should I do? 

If the reserved vehicle is in a bad condition at pick-up, raise this issue with the car rental agent immediately and request an alternative. 

If the matter is not resolved, please contact our customer service team so we can try and arrange a suitable substitute with the car rental agent.

Can there be more than one(1) driver who drives the car while we're using the service?

Yes. Upon arriving at the rental counter, please place the request for additional driver with the counter staff. The additional driver needs to be physically present with you and have the necessary licenses and IDs ready. 

You will pay the car rental company for any additional drivers when you pick up the car. Failure to do so could result in the failure of car insurance protection, which caused the liability to pass to you. 

Some car rental companies will generally charge for the additional driver, but some may provide one(1) free additional driver for the order. Kindly consult the car rental company for the exact price scheme and additional driver policy.

I'm involved in a car accident, how do I claim my insurance?

We're truly sorry that this happened. Please make sure the following documents are available and well kept: 

• Car Rental agreement, 
• Car Damage Inspection Report
• Receipt of Penalty Charge for the insurance claim. 

To kickstart the insurance claim, please contact our Customer Service Team and provide us the documents above. 

Kindly note that the processing time of the insurance claim process can vary depending on the underwriting. 

How can I book a train or bus ticket?

1. Select Trains and search for your origin and destination stations along with the departure date to check availability.

2. Input the following details:

- Origin Station
- Destination Station
- Date of departure
- Number of passengers (adult, senior, and youth)
3. Select your desired time and transportation carrier. If no result is shown, you may also tap on Buses to see available options.

4. Confirm your seat type and review the policies.

5. Tap Book and complete the payment. Ensure your wallet balance is sufficient before proceeding with payment.

Make sure you entered the correct email and details. Tap on My Travel > My Orders, find your train or bus ticket booking, and check the "Contact Info" to see if your email is correct. Look in your junk or spam folder for the confirmation email.

If you don’t receive the email, your booking will automatically be marked as "Canceled," and you'll get a refund within 5 working days.

Can I reserve a specific seat?

Seat selection is not supported.

Generally, the seats are assigned automatically by the train carrier. If you have any special requirements, please contact the train carrier to arrange accordingly.

You may find the details of the carrier and your order in 'My Travel' > 'My Orders' in your app.

How long does it take for me to receive my booking confirmation after the payment has been made?

The confirmation of the ticket should be done within 5 minutes after your payment. If you have not received your confirmation email, please contact our customer care for more assistance.

Can I change my ticket date and time?

We currently do not support changes to your train ticket, including date, time, or departure-arrival adjustments. If you need to alter your travel plans, we recommend that you cancel your existing ticket and purchase a new one for your desired schedule.

Please be aware that cancellation fees may apply, and we encourage you to review the refund policy associated with your ticket before proceeding.

Is my trip covered by insurance?

We do not offer insurance as an add-on service at this time. We recommend checking directly with the train carrier to see if any insurance coverage is included with your ticket. Additionally, you may want to consider purchasing travel insurance separately through an insurance provider for added protection.

Should I check-in earlier to board the train?

Most train journeys do not require a formal check-in process like airlines, but it is recommended to arrive at the station at least 15-30 minutes before departure. For high-speed or international services, or if security checks are involved, it might be advisable to arrive earlier. Refer to the train carrier’s guidelines for precise recommendations.

What happens if I lose my belongings on one of your trains or its station?

If you lose your belongings on a train or at a station, please contact the train carrier's lost and found department as soon as possible. They can assist you in locating and retrieving your items. You may also contact our customer service for guidance on how to reach the appropriate carrier.

How do I contact the train carrier?

Contact information for train carriers is typically available on their official websites. In many cases, you can find customer service phone numbers, email addresses, and social media links. If you need further assistance, please feel free to reach out to our customer service team for guidance.