Questions and answers
What travel bookersask us most.
01Requests and bookings
How do I send a request?
Email air@lcc.bg with the dates, the cities and the travellers' names as they appear in their passports. Add anything that matters: preferred flight times, cabin class, hotel area, budget. The request form writes that email for you.
Why do you prefer email to phone calls?
Fares, rules and deadlines are easier to get right in writing, and you keep a record of what was offered and agreed. We confirm every booking by email in any case.
How long is a quote valid?
A quote shows the fares available when we prepared it. Airlines change prices and availability all the time, so a price is only certain once the booking is confirmed and, for flights, once the ticket is issued.
Can you hold a seat while we decide?
Often, yes, but only until the time limit the airline sets. We tell you that limit with the offer. If it passes, the reservation may be cancelled and the price may change.
When is a booking confirmed?
When we confirm it to you in writing, by email, and the airline or hotel has accepted it.
02Changes and refunds
Can a ticket be changed or cancelled?
That depends on the fare rules. Some fares allow changes for a fee, some allow refunds, and some allow neither. We explain the rules in plain language before you buy, so you know what a change would cost.
What does a change cost?
The airline's change fee, any difference in fare, and our service fee for the change. Changes must reach us in writing before the airline's deadline.
How do refunds work?
We refund what the airline or supplier refunds to us, once we receive it. How long that takes depends on the supplier.
Can a name be corrected on a ticket?
Airlines charge for name corrections and some refuse them. That is why we ask for names exactly as in the passport before we book.
03Delays and cancellations
The airline changed our schedule. What happens now?
We check the new times against the rest of the trip, work out the alternatives and send them to you, so you can choose.
A flight was cancelled at the last minute. Who rebooks it?
We do, for every ticket we issued. If it happens outside office hours while your traveller is on the way, our emergency support covers it.
What is EU 261 and when can we claim?
Regulation (EC) No 261/2004 gives passengers rights when a flight is cancelled, they are denied boarding, or they reach their destination three hours or more late. It covers flights departing from the EU, and flights to the EU on an EU airline.
Compensation is EUR 250, 400 or 600 per passenger, depending on the distance and, for cancellations, on how much notice the airline gave. Airlines do not pay when the cause was an extraordinary circumstance, such as severe weather or an air traffic control strike. We prepare the claim for you on request.
Who is responsible when an airline fails?
Each airline is responsible for the flights it operates, under its own conditions and the law. We are responsible for booking what you asked for, with due care, and for passing on everything the airline tells us.
04Groups
How do group bookings work?
We request group fares directly from the airline group desks. The offer comes with the airline's group conditions, which we pass on in writing: deposits, the date for the final name list, and the date for full payment.
Are deposits refundable?
Often not. If a deadline is missed, the airline may cancel the seats, so we track every deadline and remind you before it falls due.
Can the group sit together?
We request seats together, as far forward as the cabin allows. The final seat assignment is the airline's.
Can we reduce numbers or change names?
Only within the limits the airline allows, and it may charge for it. We tell you those limits with the offer.
05Travel documents
Do our travellers need a visa?
Travellers are responsible for valid passports, visas, transit permits and health requirements for every country on the route. We point out the general requirements we know of, but each country's authorities have the final word.
How much baggage is included?
It depends on the fare. The allowance is shown in the offer and on every itinerary we send.
Can you pass on meal requests or assistance needs?
Yes. We pass them only to the airline or hotel that needs them, and only because the traveller asks us to.
06Payment and protection
How do we pay?
By bank transfer, or another method agreed in writing. Without agreed credit terms, tickets are issued once payment is received.
Do you charge service fees?
For companies, service fees are set in the contract. For other bookings, they are shown in the offer before you accept it.
What documents do we receive for our accounts?
An accounting document for every payment, with one line per ticket. There is a sample on the company account page.
Is our money protected?
As a registered tour operator we hold compulsory liability insurance with Euroins Insurance JSC. The policy and certificate are on our imprint page.
How do we make a complaint?
Write to air@lcc.bg, preferably while you are still travelling, so we can try to fix it. Consumers can also turn to the Commission for Consumer Protection at kzp.bg.
07Out of hours
What happens outside office hours?
Office hours are Monday to Friday, 09:00–18:00, Sofia time. Outside them we handle emergencies for travellers already on a trip, and tickets that cannot wait until the morning. Everything else is answered on the next working day.