A useful plan should answer three questions: what to show, who to contact and what to do if the reply is delayed. 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 trip
Check the passenger’s surname, date, time, destination, booking reference and payment status. Keep your receipt, confirmation email and booking page. If the details do not match, contact the seller via an official channel, quoting your booking number, but do not send your full card details.
- Two debits
- Hold and payment
- Screenshots
- contacting the seller and the bank
Step-by-step plan
Organise your supporting documents in chronological order and remove any unnecessary confidential details from the copies. In your correspondence, describe one specific issue and the desired outcome.
Check the time limits separately: the deadline for registration, landing, a request or a document’s validity may be more important than the speed of the response.
Useful links
Read more about ticket receipts, expense claims, and when a bank has blocked a card. Current flights are available on RedRay. For rules that may change, consult the official EU guide on passenger rights and the official resources of the country of destination. Sources verified on 6 September 2026.
Questions and answers
Two debits: what should I do?
Take a statement or screenshots of both transactions showing the date, amount and card number.
Hold and payment: how to check?
Check whether one of the transactions is marked as a temporary hold, which may still be automatically released.
Screenshots: when should you take them?
Do not post bank details in public chat rooms; only send evidence to official customer support.
Contacting the merchant and the bank: where to enquire?
When contacting the seller and the bank, use the same order number and ask for a written status update for each transaction.