Everything you need to know.

Changes to booking details such as passenger or hotel guest names are generally subject to strict policies from airlines or hotels. In some cases, name changes may not be allowed or may require purchasing a new ticket.

Users are advised to ensure that all entered information is correct before completing the booking. If the error occurs due to incorrect input by the user, any fees related to the change will be the responsibility of the user or their company.

For name correction requests, users may be required to provide proof of identity (photo ID) for verification purposes. Generally, name corrections are limited to a maximum of three (3) characters, subject to airline or hotel policies.

Anamaya.AI does not guarantee that name changes can be processed, as the final decision depends on the airline or hotel provider.

Users may submit a reschedule request through Anamaya.AI Customer Service. However, schedule changes are subject to airline or hotel policies and may incur change fees and fare or rate differences.

Confirmation and payment for reschedule fees are usually time-sensitive and must generally be completed within 45 minutes.

Reschedule fees are non-refundable once the new ticket has been issued. 

Additional services such as seat numbers, meals, or wheelchair services will follow the availability and airline policies for the new schedule.

To submit a request, users should contact Anamaya.AI Customer Service and provide the following information:

• Booking number / reservation code

• Passenger or guest name

• Desired new schedule

• Reason for change or cancellation

The Anamaya.AI team will assist in checking availability and applicable conditions.

Before requesting a cancellation or refund, users must ensure that check-in has not been completed. If check-in has already been completed, users must cancel the check-in independently before submitting a request.

Refund eligibility follows the policy stated on the ticket or hotel voucher. Generally, penalty fees increase as the travel date approaches.

Cancellation requests can be submitted through Anamaya.AI Customer Service and will follow the policies of the airline or hotel. Some tickets or reservations may be non-cancellable.

Refund processing will follow the policies of the airline or hotel as well as the processing time of the bank or payment provider. Processing times may vary.

Users may make a new booking through the platform as long as flights or hotel rooms are still available for the desired dates.

Prices and availability will follow the latest conditions from the airline or hotel system.

Flight and hotel prices follow a dynamic pricing system from airlines and hotel providers. Therefore, prices may change at any time depending on:

• Seat or room availability

• Market demand

• Booking time

The final price is the price stated on the issued ticket or voucher.

A booking may become expired if the reservation process is not completed within the time limit set by the system or the airline/hotel provider. Once expired, the reservation is no longer valid and users must create a new booking.

The maximum time for the approval process is one hour. Since prices may change at any time, users are advised to complete the approval process as soon as possible.

The booking process uses API integration with service providers. In some unexpected technical situations, the booking process may fail.

If this happens, users may attempt to place the booking again through the platform.

If the ticket or voucher is not found in the email inbox, users may:

• Check the Spam / Junk Mail folder

• Ensure the email used is the registered booker email

• Contact Anamaya.AI Customer Service if the email is still not received

If users experience login issues, please:

• Ensure the User ID and password are correct

• Check that the internet connection is stable

• Use the reset password feature if available

If the problem persists, please contact Customer Service or your company administrator.

If there is a flight schedule change from the airline, the notification will be sent directly by the airline to the booker’s registered phone number or contact details used during booking.

Not all flight or hotel options may appear in the system because search results are filtered based on the company’s travel policy and the employee’s travel budget limit defined by the company.

The Anamaya.AI system automatically filters search results based on several parameters, such as:

• Maximum price limit according to the employee's budget

• Hotel rating level

• Allowed airlines

• Company travel policies

Therefore, options that fall outside the company’s travel policy will not be displayed in the search results.

Additionally, some other platforms may offer promotions specifically for the B2C (Business to Consumer) segment, which may not always be available within corporate booking systems.

In some cases, prices on other platforms may appear cheaper due to special promotions for individual consumers (B2C) subsidized by the platform’s marketing budget.

Bookings made through a corporate platform such as Anamaya.AI are processed as official business transactions on behalf of the company. This means:

• The invoice is issued under the company’s name

• Bookings follow the company’s travel policy

• Corporate travel administration and management services are included

Meanwhile, B2C promotions are typically issued under individual customer names and may not be suitable for official business travel purposes.

Breakfast inclusion in hotel bookings usually depends on the number of guests registered in the booking details and the hotel’s policy.

If the booking is made for one (1) guest, the room package will generally include breakfast for only one person.

If breakfast is required for more than one guest, please ensure that the number of guests is correctly entered during the booking process (for example, 2 guests in 1 room).

Please note that changes to the number of guests after the booking is confirmed may depend on the hotel’s policy and may incur additional charges.