022 48946700
Help Desk


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1. How can I register with planyourjourney.com?

  • You can simply register your own account with us by following the steps below:
    1. Click on Register Now
    2. Provide few personal details in order to identify you;
    3. Click on submit button

2. How do I sign in to my account if I forget my password?

  • If you've forgotten your password, contact us for assistance:
    1. Kindly click on the Forgot Password link on the My login page, click here
    2. The password will be mailed to the email address in your profile.

3. How do I edit my account information

  • Log into your account with your user name & password, click here
  • Enter Updated Details.
  • Click Update button
  • Newly updated data will be stored in your account

4. Can I change my username

  • The username is a unique identity and cannot be changed. For a new username, you will need to register on the website as a new member.

5. How do I change my Password

  • Log into your registered account, click here
  • Click on my profile
  • Click on change password

6. How do I log into my account if I have forgotten my password?

  • Click on "My Bookings" and provide your email address. We will send you the password for your registered account. Please make sure that you change your password after logging into the account with the password send to your email address.

7. Can I book with SPYJ if I am a non-resident?

  • As of now, SPYJ only provides the booking facility to resident Indians.

8. How do I log off of the site when I am finished?

  • Click on log out on the main menu and you will be logged off.

Flight Booking

9. How do I book my flight?

  1. Log on to our site www.planyourjourney.com
  2. Click the link for Airline
  3. Search and look at the availability of flights and the corresponding fares
  4. Fill your details and agreeto the terms and conditions.
  5. Complete the Payment Process.

10. How do I know my reservation was booked?

  • You will receive an SMS and email on confirmation of your booking with planyourjourney.com

11. In the event that I miss an onward flight on a connecting airline, as a result of my first flight being delayed, will I be compensated?

  • You would have to clarify this with your airline and we would not be responsible for any delays /cancellations and any compensation thereof by the airline.

12. How do flights classify an adult, child and an infant

  • Normally Infants are classified as those below 2 years old, child as 2-12 years and adults are those above 12 years.
  • For more information on infant definition, we request you to contact the airline as these terms are sometimes airline specific.

13. Can I get a refund if I miss my flight?

  • If you miss your flight, it would be considered a 'No Show' and refund would depend on the airline policy. No show charges will be applicable depending on the policy set by the airlines.

14. When and how will I get a refund if the flight is cancelled?

  • In such a scenario, we would need the endorsement copy from the Airline stating that the flight was cancelled. You can send us the scanned copy by email and we will process the refund.

15. Does your site offer, accept any special airline offers such as a frequent flyer program?

  • No, frequent flyer programs are run specifically by the airline we will have an option for this going forward.

16. Can I know the size of check-in baggage?

  • The dimension of the allowed baggage varies across airlines, to know the exact size of the baggage, please contact the concerned airline.

17. I don't understand the various classes in an airline. How can I select which one to book?

    There are four broad classes in an airline.
  • Economy Class:
  • This class offers the best value for money and often includes benefits such as complimentary meals and beverages.
  • Premium Economy Class :
  • This class bridges the gap between Economy Class and Business Class comforts, with premium seating and various other benefits.
  • Business Class :
  • Space and convenience are the key features of Business Class cabins, enabling passengers to continue working while being on board.
  • First Class :
  • This class travel offers more space, premium menus and large seats that generally convert to flat beds for optimal comfort

18. How do I cancel my Flight reservation?

  1. Select the trip you want to cancel.
  2. Click on the "Cancellation" link
  3. Select the passengers you want to cancel the reservations for.
  4. Click the "Cancellation" button.

19. Do you provide any visa assistance?

  • Yes, we do provide visa assistance for reservations made through planyourjourney.com.

20. How much baggage can I take?

  • Baggage policy differs from airline to airline. You are requested to submit your request here and our customer service team would assist you with all queries for your destination.

21. How do I get a boarding pass for my flight?

  • For domestic flights, you will be issued your boarding pass at the time of check-in, along with a valid photo-ID. For international flights, the boarding pass will be issued after producing your original passport along with a valid visa to the destination you are travelling to.
  • For domestic flights, check-in is usually at least 90 minutes prior to departure time.
  • International travel requires check-in three hours prior to departure. Check with the airline you are travelling on.
  • You may want to allow more time if you're travelling out of a major airport during peak periods
  • Major airlines may offer check-in via E-Ticket kiosks or curb-side..
  • Each airline has its own regulations and we highly advise that you check with the airline you are travelling on for the required advance check-in time.

22. What is the difference between half-board and full-board meal?

  • A half-board meal plan includes breakfast and one major meal - either lunch or dinner, whereas full-board includes all 3 meals, i.e., breakfast, lunch and dinner.

23. List of frequent flier programs and their member airlines

  • neWorld Group
  • American Airlines
  • Finn air
  • British Airways
  • Cathay Pacific Airways
  • Aer Lingus
  • Iberia
  • Lan Chile
  • Qantas Airways Ltd/li>
  • Star Alliance Group
  • Air Canada
  • British Midland
  • Span air
  • Lufthansa
  • Polish Airlines
  • Mexicana
  • All Nippon Airways
  • Air New Zealand Ltd
  • Asiana Airlines
  • Varig
  • SAS
  • Singapore Airlines
  • United Airlines
  • US Airways
  • Skyteam / KLM Partners
  • Air France
  • Aeromexico
  • Alitalia
  • Delta Airlines
  • Korean Air
  • Czech Airlines
  • Jet Airways
  • Alaska Airlines
  • Copa Air
  • Continental Airlines
  • Emirates
  • Air Pacific
  • KLM Royal Dutch Airlines
  • Kenya Airways
  • Malev Hungarian Airlines
  • Malaysia Airlines
  • Air Vanuatu
  • Northwest Airlines
  • Polynesian Airlines
  • Aircalin
  • South African Airways
  • Air Tahiti Nui
  • Srilankan Airlines
  • Air Europa

24. Why does the airline website give me a different price than the one shown on Shree Plan your Journey?

  • While we try to keep our prices always up to date, airline change fares frequently - in particular for flights departing within a few days. If you find any pricing issues on our site, please let us know and we will try to fix them as soon as possible.


25. Can I book and hold a reservation and pay later?

  • No. Hold reservation is not possible throughout our website.

26. Do I receive a ticket when I book a ticket?

  • Once your payment is made successfully, we will SMS a confirmation mail and email you a copy of your ticket to the email address provided at the time of booking.
  • Also, you have the option to take a printout of your ticket after making a successful payment from the website.
  • You are advised to travel along with the identification/identity proof selected by you at the time of booking.Therefore we request you to kindly ensure that the correct Email-ID & Mobile Number is entered while making the booking

27. When do you charge my credit card after I have made a booking on-line?

  • The ticket booking process will be complete after only the payment has been made by the guest. Your payment will be processed immediately.

28. Do I need to be registered with planyourjourney.com to book tickets?

  • No. It is optional. You can book tickets without registering with us. However, if you wish to register with us, you can do so.

29. How can I book a seat without a Credit Card?

  • You can book your tickets using Cash Card, Net Banking or Debit Cards also

30. Can I make an open dated booking on your site?

  • At the moment our site does not allow open ended bookings

31. What happens if my name is not on the list but I am sure I have made a booking?

  • If you have made a booking, you should have a booking number and flight details. If you cannot remember your booking number, you should mention your name used while bookingand we will hopefully be able to find your booking details. You can get the history of the tickets booked on our website by logging into your account using the user name and password that you've used while making the booking

32. Can I make a booking if I live outside of India?

  • Yes definitely, you can make such booking using the applicable Credit card (Currently Indian cards- MasterCard/Visa). All our fares are in Indian Rupees. Credit card's payments will be converted at your credit card's current exchange.

33. How do I book for an infant?

  • If you are travelling with an infant, you need to indicate it while booking the ticket on our website. If you have forgotten to let us know at the time of booking, please call the Airline Reservation Centre, quoting your booking number and inform that you are flying with an infant.
  • Any child below 16 years of age or under may be regarded as a minor by airlines and therefore may be prevented from travelling on their own. As such each airline has specific regulations regarding minors travelling alone. For more information and to place a booking for an unaccompanied minor please call us on our call centre numbers or the concerned airline.

34. Can I reschedule my journey? If yes, what are the charges?

  • Most flights provide an option of rescheduling your journey. Rescheduling Charges may apply based on the Airline policy. Additionally, there will be an administrative charge of Rs 250. You may reschedule your tickets by calling our airlines directly.

35. What should I do if I don't see the confirmation of my booking on my screen?

  • After Booking in ticket reservation page, the payment will be done and then confirmation message will be shown. Then you receive a email/SMS for the booking details. If for any reason the Confirmation message is not shown, check with transaction History. And also you are advised to contact Shree Plan Your Journey Pvt. Ltd. Call centre on 022-38006700 before trying to book the ticket again with the same travel details.

36. Is there a special fare for senior citizens and students for tickets booked though your website?

  • Generally there is no such option but in cases where the airline is providing such discounts the same will be passed on to the customer.

37. Do I have to confirm about my booking or my flight before travelling?

  • This is not compulsory. You could always call & check with the airlines and confirm the booking in case of any doubts.

38. I don't have a printer available to take out the print out of the e-ticket of my flight booking. What do I do?

  • Planyourjourney sends you an SMS containing the PNR number of your flight booking, besides emailing you your e-ticket. You can go to the airport and show this SMS at the airline counter at the entrance of the airport. They would retrieve your booking and give you a print-out of your ticket that you can use for checking in for your flight.

39. How do I file a TDR?

  • You can file a TDR claim by logging into your account. Choose the booking and the passengers for which you wish to file the TDR request. Additionally, when you try to cancel a ticket after chart preparation you would be directed to fill out the TDR form since online cancellations can be done only before chart preparation

40. Can I get alerts on my mobile phone?

  • Yes. You can provide your mobile number along with your email address while setting your alert. However, if you want to use a mobile number other than the one used for an earlier booking then you will have to authenticate the mobile number

41. What is On Request Booking?

  • An On Request Booking means that the booking is subject to room availability. An On Request Booking can only be booked through a credit card. The confirmation of whether the room is available or not will be communicated to you within 3 business hours. If the booking is not confirmed then the entire amount blocked is fully refunded.

42. Who do I write to incase I face problems on tour or while booking?

43. Can I book by calling your call centre?

  • No, we do not provide the option of booking tickets by calling our call centre. You would be able to book tickets only on the individual airline website. For any booking-related queries, please contact the airline you booked your ticket with.

44. What should I do if I need special assistance?

  • Should you require any special services while you travel please call the Airline and inform them of your requirements. We are in no way responsible for the special assistance required.

45. Can I travel if I misplace the identity proof given by me at the time of booking?

  • We request you to contact the airline regarding this query as each airline has a different policy. However, some form of identity proof is a must for travel.


46. How many passengers are required to make a group booking?

  • A minimum of 10 adults travelling together on a single flight will be eligible for a group booking. There is no capping on maximum number of passengers

47. How can I make a request for a group booking?

  • To submit your request for group travel, please go to and submit the lead form with the requisite details. Our sales agent will get in touch with you within 24 to 48 hours.

48. What are the payment options for a group booking?

  • Net banking, credit card or cheque can be used as payment options.

49. Can seats be pre-assignment for a group?

  • We will try to seat the group together once full payment is received; this is, however, subject to availability. You need to send us a request for the same at the outset.

50. Do I get a discount for making a group booking

  • Group booking fares may or may not be discounted; however you can be offered different pricing structure that you may find more suitable for your group. Group bookings also offer greater flexibility and added inclusions. These however would vary from one airline to another.


51. How will I receive my hotel voucher?

  • On completion of your booking online, you'll receive the hotel voucher on the email ID provided to us. In case, you don't receive it within an hour of booking, please call our call center no.022-38006700 and quote your booking reference number.

52. How can I cancel my hotel booking?

  • Go to the My Bookings section for cancellation. You can check the cancellation charges and cancel your hotel booking online.

53. Will I be charged if I wish to cancel my hotel booking?

  • SPYJ might charge (for few hotels) a nominal SPYJ fee of Rs 250 for hotel cancellation. The hotel concerned might charge a fee for cancellation. You can either check on your hotel voucher or check the hotel details at My Bookings or call the hotel for more details.

54. Do I need to carry a photo Identification card for checking in to the hotel?

  • Yes, all the guests need to carry a valid government photo ID proof. The hotel is well within their right to deny check in if you are not carrying a valid photo ID proof.

55. What is the standard check-in/out time in the hotels?

  • The standard check-in time is after 1400 hrs (local time) and check-out time is 12 noon. Please check with the agent for policy of the selected hotel or the hotel itself as may be the case.

56. I have booked a hotel with someone else's card. Do I need to show/carry that card at the hotel?

  • No, that is not required. All you need to carry is a printout of the confirmation voucher that was sent to you by planyourjourney.com and valid ID proofs (voter's ID/driving licence/ration card/passport)

57. Is it possible to get early/late Check-In/Out?

  • Most hotels in India usually have Check-In and Check-Out timings set at 12 Noon. Though there are some hotels that may allow an early Check-In or late Check-Out, it depends on the availability of the rooms that the hotel might have at its disposal at that time. Further, there are also chances that a hotel may charge you for one day extra in the case of an early Check-In or late Check-Out. Should you have any such requirement do let us know which hotel you have booked or are interested in booking, and we will find out the timings for you as well as any other information that you may require.

58. How can I make a hotel booking for a destination not listed on the site?

  • You can send a request to us at customercare@planyourjourney.com and we will revert to you within 24 hours with options for hotels and holidays as per your requirements. You can also call us on 022-38006700 (standard charges apply).

59. How can I find the best deals / promotions offered by Planyourjourney.com?

  • You can get the best deals on flights and holidays on our website. All promotions are shared with customers through banners on the website. You could also register for promotional emails from www.planyourjourney.com while creating your bookings with us.

60. Can I make any changes to the itinerary while on tour?

  • Clients will have to strictly adhere to the prescribed timetable so that the driver/tour director can complete the travel. In the event that any sightseeing schedule is missed due to any delay by the client, the same will not be refunded to the client under any circumstances.


61. How do I book my train ticket?

  1. Log on to our site www.planyourjourney.com
  2. Click the link for Railways.
  3. Search and look at the availability of seats/berths on Railways and the corresponding fares
  4. Fill your details and agree to the terms and conditions.
  5. Complete the Payment Process.

62. When can I book my ticket?

  • The booking in trains from train originating stations will open and remain available for 120 days with effect from 1st April, 2015. The general reservation rules applicable to all travelling from trains can be accessed at www.indianrail.gov.in/reservation_Rules

63. What is a reservation number/PNR/record locator?

  • Your reservation number is a 6 digit alphanumeric code, which contains letters and numbers. You only need to enter these 6 digits.

64. How do I cancel my Train Reservation?

  1. Select the trip you want to cacel
  2. Click on the link
  3. Select the passengers you want to cancel the reservations for
  4. Click the button
  5. Please note that cancellation of confirmed tatkal tickets are not possible. Waitlisted Tatkal tickets however are refundable

65. Are there any cancellation charges on the cancellation of train tickets and in how many days will the refund be processed?

Before 48 Hours of scheduled departure of the train
  • 1st AC/executive class: Rs. 240
  • 2nd AC/1st Class: Rs. 200
  • 3rd AC/ACC/3A economy: Rs. 180
  • Second sleeper class: Rs. 120
  • Second class: Rs. 60
Between 48 hours and 12 hours before the scheduled departure of the train
  • At the rate of 25% subject to minimum charge as above
between 12 hours and 4 hours before the scheduled departure of the train
  • At the rate of 50% subject to minimum charge as above
After 4 hours before scheduled departure of the train
  • No refund
  • The refund will be processed by us in 7 working days from the time of cancellation; it would take additional 4-5 working days for the bank to credit it into your account.

66. What does the train fare include?

The train ticket fare includes:
  • Base fare-This is simply the base fare for the train ticket
  • Railway charges- This includes the superfast fee, the reservation fee, the tatkal charges and the ICRTC service fee
  • Transaction fee- This % fee is charged by the respective banks on usage of credit/debit cards as a percentage of each transaction as a payment processing fee. It is usually 1.8% on the booking amount which is inclusive of all taxes
  • SPYJ processing fee- This is amount charges by us for the services rendered. This is not more than ___ % of the total of the above components.

67. When can I book tatkal tickets and what are the tatkal charges that I need to pay?

  • • Tatkal booking opens at 10:30 AM for AC Classes and 11:30 AM for NON-AC Classes one day in advance of actual date of journey excluding date of journey with effect from 15.06.2015. The detailed chart for tatkal charges can be availed at www.indianrail.gov.in/tatkal_Scheme

68. Are there any discounts available for train ticket bookings on SPYJ?

  • SPYJ does not provide any discounts on its own on train fares. However, senior citizens are eligible for discounts as per the ICRTC rules. The minimum age for availing concession from 60 years has been reduced to 58 years in case of Women senior citizens. The minimum age will, however, continue to be 60 Years in case of men. These discounts are however not available on tatkal quota or Garib Rath train. The above criteria on train fare discounts can change as per the change in ICRTC rules.


69. How do I pay for my booking?

  • You can make payments through the following modes: We can accept iCashCard, all Visa card & Master card and most major debit cards issued in India, as well as through Net Banking payments from most of the major Indian banks for online bookings.

70. Does your site accept foreign (Non-Indian) Credit Cards?

  • International cards are not accepted.

71. I was trying to book my ticket however when I was making the payment some error popped up and the booking was not confirmed but the payment has been deducted from my account.

  • Such cases though rare usually happen when one is paying through net banking and are usually the result of a slow internet connection. To know why this can happen, it's better to know a little of how net-banking payment works: Once a Customer selects the bank and hits the "Pay" button, the Planyourjourney website redirects the customer to bank’s website where he makes the payment. Once the payment is done the bank redirects the customer to Planyourjourney website, where the booking is done after the payment is verified. Once this is done, the confirmation page is displayed and the voucher sent to the customer's email ID registered while booking.

72. What goes wrong?

  • Well, for a booking to be made, it is necessary that you are redirected back to our website from the bank website for it is important for us to know that the payment has been made. If during this stage something goes wrong (i.e., power failure, or a slow internet connection) and the connection breaks down, our system won't know that the payment has been made and your account may get debited. In such a scenario the booking won't be generated. In such a situation do let us know via mail customercare@planyourjourney.comor phone (022-38006700) about the issue quoting the bank's name, the amount deducted, e-coupon used (if any), as well as the mode of transaction, and the full money will be refunded back to you, without any cancellation charges, within 3-4 business days.

73. Can I reserve a particular seat?

  • Yes, in most instances, you can reserve a particular seat, as long as it is available. Not all flights have the option of online seat assignment. Policies on advanced seating vary by airline. Some airlines assign seats immediately, others may only assign seats 90 days before the flight, and several airlines wait to assign seats until the day of the flight. For special seat assignments, such as seats for travelers with special needs, please call the airline directly. Special seat requests may override frequent flyer and full price, unrestricted fare premium seating requests.

74. Can I pay with two different credit cards?

  • Online: Unfortunately we only accept 1 credit card as payment per bookings.
  • Offline: Yes, you can make the payment using 2 credit cards.

75. Can I make part payments?

  • SPYJ Partial Payment facility enables you to book a confirmed International ticket by paying just a percentage of the total amount at the time of booking the ticket. You can pay the balance amount at a later date that is more convenient for you. This option is available only for few sectors only.
  • If you choose to make a Partial Payment for your ticket, we will confirm your ticket. However, the ticket will only be sent to you after we receive the full payment for the booking. The Partial Amount paid should be at least 25% of the Total Fare. The Due Date for paying the balance amount will be displayed on the booking page at the time of paying the advance. A refund of the partial paid amount less the cancellation charges of SPYJ and Airlines is granted on cancellation of tickets before due date of balance payment. You can call our Customer Support to make the balance payment by Credit Card.

76. How can I cancel a ticket on your website?

  • All the booking details will be available in your transaction history page. Check My Booking menu on top of the page and Click Airline transaction History. Select Domestic or international and again select corresponding date and then click on the submit button. This will display all your booking details.
  • You can raise the cancellation request by selecting the TO CANCEL option against the ticket you want to cancel. Once the request is raised, Our Support Team will Contact you if necessary.
  • Please note that all cancellations have to be done at least 4 hours prior, else the cancellation has to be done with airlines directly by the passenger to the flight departure time.

77. What are the cancellation charges and how much time will take to get the refund processed?

  • • Cancellation charges are as per the Airline rules and policies; these are mentioned in the Fare rules for your reference. Additionally, Shree Plan Your Journey Pvt. Ltd. cancellation charges of Rs.300 per passenger per sector for Domestic and Rs.500 per passenger per sector for International Flight will be charged in addition to the above charges. The refund will be processed by us in 7 working days from the time of cancellation; it would take additional 4-5 working days for the bank to credit it into your bank account.

78. Can I change my reservation (name, date and time changes)?

  • You would need to get in touch with our Customer Care helpline, 022-38006700 to do any change of flights in your booking. Customer can also call the airline for rescheduling your journey i.e. change of date time, travel etc.
  • Changes to your booking might attract a flight change fee and the applicable fare difference, and this can be done through the airline. However, changing of a passenger's name is not possible.

79. What documentation can I use for my expense claims/reports?

  • You can use your itinerary provided by the website. It contains a breakdown of the amounts paid for your travel which you can submit to your company for reimbursement.


80. Can I speak to someone in Customer Support?

  • We offer 24x7 customer support. You can call us at 022-38006700

81. Do you provide travel insurance?

  • Yes, we do provide travel insurance. You can call up our call center number 022-38006700 to purchase the insurance.

82. I have some suggestions/feedback on the services received by me. Where can I share the same with Planyourjourney.com?

  • You could share the same through the Contact Us/Customer Support page on our website. Or you could even share your feedback on our Customer Forum.

83. How do I provide feedback on the hotel/holiday package booked through Shree Plan Your Journey?(customer support)

  • You could share the same through the Contact Us/Customer Support page on our website. Or you could even share your feedback on our Customer Forum.

84. What do I do when I need assistance?

  • You can email your queries to our customer support team at customercare@planyourjourney.com and we will get back to you within 1 day of your inquiry during the working days. You can also call us on our toll free number on 022-38006700
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