First, distinguish between matters you can check yourself and those requiring confirmation from the service provider or carrier. It’s best to sort out any issues with your ticket or booking before you set off, when you have a stable internet connection and time to check the details. Don’t rush into making repeat payments and don’t rely on just one email or screenshot.
What to do before your journey
Check the passenger’s surname, date, time, destination, booking reference and payment status. Keep your receipt, confirmation email and booking page. If the details contradict each other, contact the seller via an official channel, quoting your booking reference, but do not send your full card details.
- ‘Spam’ folder
- correct email address
- re-upload
- contact support
Step-by-step plan
Draw up a short list of facts: what is already known, what is missing, and where to find further details. Work through it step by step, without mixing several issues in a single enquiry.
Keep a copy of the key details offline and have a backup plan in case the main approach doesn’t work.
Useful links
Read more about e-tickets, ticket receipts and contacting airlines without an internet connection. Current flight schedules are available on RedRay. For rules that may change, refer to the official EU passenger rights guide and the official resources of the country you’re travelling to. Sources verified on 6 September 2026.
Questions and answers
‘Spam’ folder: what should you do?
Check your ‘Spam’ and ‘Promotions’ folders and search by order number or seller name.
Is the email address correct? How can I check?
Compare the address on the order with your email address: even a single incorrect letter will prevent the email from being delivered.
Re-downloading: when should you do it?
Go to the order page from the same device and try to download the ticket again.
Contacting customer support: where to get help?
Provide customer support with your order number, the passenger’s name and the time of payment, but do not send your full card number.