Contact our support first — most billing issues (double charges, missing refunds, unrecognised amounts) are resolved in days, while a bank chargeback can take weeks or months and many banks ask for proof you tried the merchant first. Open a ticket with your booking reference and the statement line; if we cannot resolve it, you keep every right to dispute with your bank afterwards.
Why support-first is genuinely faster
We have direct access to the payment records and to our booking partners — the exact evidence a chargeback investigation would spend weeks requesting, we can pull the same day. Most "mystery" charges are explained or corrected within days.
What to put in your ticket
- Your booking reference
- The charge date and amount, exactly as your statement shows it
- The currency on the statement line
That unfamiliar amount may just be AED
Charges are billed in AED, so the figure on a non-AED statement is your bank's conversion of the dirham total. Before disputing, compare the AED amount in My Trips with the original charge — they usually match to the fil.
Chargebacks aren't a shortcut on non-refundable rates
A dispute filed against a valid non-refundable booking is typically defended with the rate terms you agreed at checkout, and banks side with documented terms. Support-first is about speed, not about waiving anything — your consumer rights stay fully intact.
More billing answers live in payments & account help.