Mistakes are most often caused by rushing, repeating an action or misreading a status, so start by checking the details calmly. It’s best to sort out any issues with your ticket or booking before you set off, when you have a stable connection and time to check the details. Do not make hasty repeat payments and do not 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 number, but do not send your full card details.
- Payment status
- Repeat payment
- Bank statement
- Waiting time
Step-by-step guide
Compare the information on your ticket, in the message and in your official account. Write down any discrepancies word for word: this will save you having to explain them to the operator and help us find the cause more quickly.
Until the check is complete, keep all confirmations and do not delete any messages, even if they appear to be duplicates.
Useful links
Read more about ticket receipts, secure booking sites and online purchases. Current flights are available on RedRay. For rules that may change, refer to the official EU passenger rights guide and the official resources of the country of destination. Sources verified on 6 September 2026.
Questions and answers
Payment status: where can I check?
Do not attempt to make the payment again until you have checked your booking and the bank transaction.
Duplicate payment: what should I do?
Temporary holding of funds and completed debits may be displayed differently — please check the transaction details.
Bank statement: how do I check it?
Save the time, amount, order number and message on the screen without showing your full card details.
Waiting time: when should you prepare?
If you do not have a ticket after the payment has been completed, contact the seller first, then your bank.