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Frequently Asked Questions

There are 42 FAQs.

1. How can I check availability and fares without entering my credit card details?

2. How can I receive help with on-line booking?

3. How can I choose my destination?

4. I would like to cancel a previous booking. How do I do this?

5. I would like to make changes to a previous booking. How do I do this?

6. I'm not in the Kingdom of Saudi Arabia, can I book on-line?

7. How do I find my nearest Sales or Reservation Office?

8. What is 'SSL'?

9. How do I make arrangements for special needs and/or assistance?

10. How do I order a special meal?

11. What is Online Payment?

12. I made my booking through your website, can the e-ticket(s) be issued by travel agencies?

13. What do I need for making an online payment?

14. What is Verified By Visa/MasterCard SecureCode?

15. I don’t know or forgot my Verified By Visa/MasterCard Secure Code password (PIN)? What should I do?

16. Can I check the flight schedule (time table) for International/Domestic flights?

17. I made my booking through the call center, can I pay online?

18. After completing payment, where do I get my tickets?

19. What happens if I cancel my booking which I have paid for online given I have collected my tickets?

20. After paying online, If I did not receive the e-ticket, what shall I do?

21. What is an electronic ticket?

22. Why is e-ticketing being introduced?

23. What are the advantages of electronic ticket?

24. Will paper ticket be used along with electronic ticket?

25. Can the e-ticket receipt be used as a ticket?

26. Are e-tickets accepted on all airlines?

27. Which routes are eligible for e-tickets?

28. How important is the booking information when issuing an e-ticket from a ticket office?

29. Are there any additional requirements to issue e-tickets?

30. How do I know that the ticket is issued correctly without having a paper ticket?

31. What is the e-ticket validity?

32. What is the e-ticket usage duration?

33. What kind of Identification must be presented at the ticket office /check-in counter?

34. Will I accumulate Alfursan miles when traveling with an electronic ticket?

35. Do I need a copy of the e-ticket Receipt to be able to check in for a flight?

36. How would I check in with e-ticket?

37. Do I need a copy of the e-ticket receipt to enter the airport?

38. How can I retrieve my booking?

39. Where can I find the booking reference/PNR?

40. Is there penalty charges for "No Show" of a confirmed booking?

41. When should I go to the airport to finalize my travel check-in?

42. Can I go to the airport to travel without having reservation?

 
 
Browse FAQ .
 

Q.

1. How can I check availability and fares without entering my credit card details?

A.

You are not required to create a user profile to check availability and fares. When you search through 'Start Booking' or 'Check fares'. We only require your credit card details if you intend to make a booking.

 
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Q.

2. How can I receive help with on-line booking?

A.

During the booking process there is a link to a "Help" pages pop up window on each page. If you are still having problems you may contact our Customer Service at IBESupport@saudiairlines.com

 
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Q.

3. How can I choose my destination?

A.

All destinations are listed in the drop down box, just click on your choice. If you type a letter of your destination, destinations with that letter will appear, then you may highlight the city you require.

 
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Q.

4. I would like to cancel a previous booking. How do I do this?

A.

a) If you are a registered member of Alfursan:

1. Login to your Alfursan member profile.

2. Click on "My Trips", select the itinerary you wish to cancel and click display.

3. On the booking display page, click on "Cancel Reservation" button.

b) If you are not a registered member of Alfursan, you should contact the call center at 920022222.

 
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Q.

5. I would like to make changes to a previous booking. How do I do this?

A.

You are able to make limited changes to your existing booking. At various pages in our website you well be presented with the “Manage My Booking” link. Once clicked you will be displayed with a summary of your booking with the option to change some of its properties. If you need additional changes which is not offered online please contact your local Saudi Arabian Airlines Reservation Office.

 
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Q.

6. I'm not in the Kingdom of Saudi Arabia, can I book on-line?

A.

Yes, our new website now serves our entire customers wherever they are.

 
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7. How do I find my nearest Sales or Reservation Office?

A.

From Saudi Arabian Airlines Home page, http://www.saudiairlines.com, Click on Contact.

 
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Q.

8. What is 'SSL'?

A.

Saudi Arabian Airlines-on-Line Booking uses 128 SSL (Secured Sockets Layer) for secure transmissions. SSL applies encryption to provide confidentiality between your PC and the Saudi Arabian Airlines-on-Line Booking server. The definition of Encryption is: "A process for encrypting data to prevent illicit entry into a system's or interception of information as it travels over the network." That's why you must use an SSL enabled browser to make a reservation with Saudi Arabian Airlines-on-Line Booking. When your data is transmitted over the Internet, it is encrypted at the sending end and then decrypted at the receiving end. All information is kept on a secure server and is protected by a firewall. As an added precaution, the firewall is monitored for security breach attempts.

 
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Q.

9. How do I make arrangements for special needs and/or assistance?

A.

Our new website gives you the option to select your special needs. If your special needs are not available online then please contact your local Saudi Arabian Airlines Reservation or Ticketing Sales Office.

 
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Q.

10. How do I order a special meal?

A.

A range of special meals is provided to suit our customer's dietary and religious needs. We also offer a variety of children's meals for our young travelers. You can request a special meal by selecting your meal preference from the drop down meal list. To avoid disappointment please make your special meal request at least 24 hours prior to travel.

 
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Q.

11. What is Online Payment?

A.

It is a feature in Saudia's Online Booking service making it easy and instant to pay & Issue your e-ticket.

 
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Q.

12. I made my booking through your website, can the e-ticket(s) be issued by travel agencies?

A.

No, for all bookings that have first departure flight starts from Saudi Arabia, e-tickets can be issued through our website by making online payments with Visa or Mastercard cards or by using SADAD service.

 
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Q.

13. What do I need for making an online payment?

A.

Online payment requires a valid VISA enrolled in (Verified by Visa) or MASTERCARD enrolled in (MasterCard SecureCode). To enroll your credit card, please contact your credit card issuing bank.

 
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Q.

14. What is Verified By Visa/MasterCard SecureCode?

A.

It is a service provided by Visa/MasterCard to enhance your existing credit card protection against unauthorized use. It allows you to use a personal password (PIN) to confirm your identity and protect your credit card when paying online, providing more security.

 
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Q.

15. I don’t know or forgot my Verified By Visa/MasterCard Secure Code password (PIN)? What should I do?

A.

Please contact your credit card issuing bank and they will assist you in creating or retrieving your Verified By Visa/MasterCard SecureCode password (PIN).

 
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Q.

16. Can I check the flight schedule (time table) for International/Domestic flights?

A.

Saudi Arabian Airlines website gives you the facility of checking flights schedules. All you need to do is to visit our web site (www.saudiairlines.com).

 
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Q.

17. I made my booking through the call center, can I pay online?

A.

Yes, bookings created through the call center can be paid online from our website.

 
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Q.

18. After completing payment, where do I get my tickets?

A.

The electronic tickets will be automatically issued and you can view and print the passenger receipt from “Manage My Booking” link, Also it will be sent to your e-mail.

 
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19. What happens if I cancel my booking which I have paid for online given I have collected my tickets?

A.

Currently no online refunds are offered. You can only cancel your booking itinerary; the electronic tickets status will remain unchanged. If you required a refund you will need to visit any Saudi Arabian Airlines ticketing office.

 
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Q.

20. After paying online, If I did not receive the e-ticket, what shall I do?

A.

If you did not receive your e-ticket within 24 hour or your flight is soon please contact IBE support.

 
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Q.

21. What is an electronic ticket?

A.

It is the electronic form of a paper ticket and a method to document the sale where the e-ticketing record is stored in the airline database and it can be retrieved at any time. The Passenger will be provided with an e-ticket receipt instead of the normal paper ticket.

 
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Q.

22. Why is e-ticketing being introduced?

A.

To provide passengers with a more streamlined, efficient & convenient service.

 
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Q.

23. What are the advantages of electronic ticket?

A.

E-tickets bring an array of benefits to passengers as no physical tickets will be carried during the trip, no lost tickets, easier modification of ticket itineraries, faster refund process, faster check-in at airports and self-service kiosks, and e-tickets can be purchased through more convenient channels (i.e. Internet).

 
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Q.

24. Will paper ticket be used along with electronic ticket?

A.

Saudia will continue to accept paper tickets during the transitional period. However, since the paper tickets information can be stored in an electronic record in the airline systems, there is no need to issue paper tickets. The passenger must keep the e-ticket receipt and submit it when requested.

 
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Q.

25. Can the e-ticket receipt be used as a ticket?

A.

The e-ticket receipt is not a ticket but is a document that contains the passenger travel information which enable the airline / travel agents to display the e-ticket and serve the passenger accordingly.

 
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Q.

26. Are e-tickets accepted on all airlines?

A.

Most major airlines are moving rapidly to use e-tickets for the majority of their ticketing needs. Some airlines have not yet adopted e-tickets and some international itineraries require paper tickets. Your airline/travel agent will notify you if paper tickets are required for your particular itinerary.

 
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27. Which routes are eligible for e-tickets?

A.

E-tickets will be applied gradually on selected Saudia routes. We are continuously adding e-ticketing eligible destinations in our reservation system and the distribution systems used by travel agencies. Ask your travel consultant if your destination is e-ticketing eligible.

 
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28. How important is the booking information when issuing an e-ticket from a ticket office?

A.

Having the proper booking information enable the airline / Travel Agent to provide better customer service. Therefore, the passenger shall ensure that his/her name must be as printed in passport.

 
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29. Are there any additional requirements to issue e-tickets?

A.

Current process will apply as the passenger shall:

  • Advise name as reflected in the passport /national ID.
  • Receive and maintain the e-ticket receipt.

 
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Q.

30. How do I know that the ticket is issued correctly without having a paper ticket?

A.

The Passenger Receipt which is given to you at the time of ticketing is a travel document which confirms all your itinerary and ticket information and thus you do not need the conventional paper ticket.

 
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Q.

31. What is the e-ticket validity?

A.

Same as the paper ticket validity, one year from issue date or as state it in the given passenger receipt.

 
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Q.

32. What is the e-ticket usage duration?

A.

  • Domestic tickets must be used within 6 months from the date of first confirming booking.
  • International tickets must be used within 12 months of the original issue date.

 
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Q.

33. What kind of Identification must be presented at the ticket office /check-in counter?

A.

One of the following identifications must be presented:

  • Passport
  • Residency ID
  • National ID.

Please note that all passengers traveling to one of the countries of the European Union need to be entering through the airport of the same country, from which they obtained their visa (Schengen).

 
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Q.

34. Will I accumulate Alfursan miles when traveling with an electronic ticket?

A.

Yes, the mile accumulation process is the same for an Electronic Ticket or Paper Ticket.

 
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Q.

35. Do I need a copy of the e-ticket Receipt to be able to check in for a flight?

A.

Yes, it will make the check in process much faster. Therefore we recommend that you show the e-ticket receipt along with some form of identification to make the process as fast as possible.

 
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Q.

36. How would I check in with e-ticket?

A.

The current check in process will apply and the passenger shall always submit his/her e-ticket receipt in order for the airline agent to verify e-ticket information stored in the airline system.

 
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Q.

37. Do I need a copy of the e-ticket receipt to enter the airport?

A.

The passenger shall always carry a copy of the e-ticket receipt to be presented to airport security if requested.

 
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Q.

38. How can I retrieve my booking?

A.

You can retrieve your booking by following one of these options:

  • Option 1: Go to HOME page, click on "MANAGE MY BOOKINGS", then enter your Booking Reference and Family Name. Please note that the passenger family name entered must match the name in the reservation exactly as it was booked and used in passport.
  • Option 2: If you are Alfursan member, go to HOME page, click on "Alfursan Log-in", log-in using your number and pin, and then go to "My Trips" to retrieve your bookings.
  • Option 3: Contact your local Saudi Arabian Airlines reservation office.

 
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Q.

39. Where can I find the booking reference/PNR?

A.

1- In Confirmation Email

You will receive booking confirmation email. Your booking reference is the code that appears to the right of the "BOOKING REFERENCE" field. You can use the six alphanumeric characters or the twelve numeric characters.

2- In e-tickets

On your printed airline ticket receipt (e-tickets), your booking reference is the first six alphanumeric characters printed toward the right.

 
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Q.

40. Is there penalty charges for "No Show" of a confirmed booking?

A.

The status of the coupon for the “No Show” leg of the travel will be changed to “Suspend” and to use this coupon again the customer should pay 25% of the value of that leg of travel (SR50 as a minimum). This will be applied to all destinations.

 
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Q.

41. When should I go to the airport to finalize my travel check-in?

A.

It is important that you arrive at the airport at least 2 hours before departure time of international flights and (an hour and a half) before the departure time of domestic flights. This will help you finalize your check-in procedures from baggage check-in, receiving your boarding pass to completing your passport procedures in an easy and comfortable manner.

 
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Q.

42. Can I go to the airport to travel without having reservation?

A.

For passengers who would like to go to the airport and travel without a reservation, they are kindly requested to visit Saudi Arabian Airlines sales office at the airport to purchase stand by ticket and pay any additional fees.

 
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