FLIGHT - PAYMENT

1) What are the forms of payment Skylink accept?
We accept payment by credit card from American Express (AX), Mastercard (CA) and Visa (VI). We also accept bank transfers and, in some cases, checks.

2) What to do if there is a double charge or a cancelled transaction on the customer's Internet account?
If there is a double charge, make sure that it is not an amount in the unbilled transactions and an amount in the charges. These are 2 separate fields on the customer statement. 
If it is a cancelled transaction, it is the pre-authorization that is reversed once the airline ticket is issued and this pre-authorization will be replaced by a charge from the airline and often a charge on the Skylink merchant if applicable.

3) I had a ticket issued yesterday and my customer no longer sees the charge on his credit card statement, is his ticket ok? Is it cancelled?
This is normal, the charge is in the unbilled transactions

4) Can I pay with 2 cards for one ticket? Or one part check and one part card? 
No, only one form of payment is accepted per passenger.

5) My customer has taken the wrong credit card, can I change the form of payment? 
No, you cannot change the form of payment.

FLIGHT - REIMBURSEMENT

1) How does a refund work?
A refund for scheduled flights goes like this:
The agency had purchased a ticket with a $300.00 non-refundable cancellation penalty.
The agency had a net fare of $950.00 including taxes. He paid $1,000 on the credit card. Therefore, he took $50 in commission. 

When refunding, the carrier claims the commission first. In our example, the agency must return the initial $50 profit. 

Then, Skylink will charge its fee of $55 + your agency fee, for example: $60 = $115 under the Skylink merchant on the customer's card (be sure to advise the customer not to refuse the Skylink charge or they will never get their refund from the carrier).

And finally, Air Canada will reimburse the credit card minus its $300 penalty.
Therefore, the loss for the customer is $300 (AC) + $55 (Skylink) + $60 (Agency) = $415

FLIGHTS - BOOKING

1) I made a reservation and all the names are stuck or missing accents/drawings, will my passenger have problems? 
That's fine, as long as all the letters are in order. There are never any symbols on the tickets. 

2) I'm trying to redo a file but it says I have a duplicate. What should I do?  
You must click on the duplicate number to prove to our system that your duplicate file is cancelled, then you can make a new option.

3) I made a mistake in the name but the ticket has not been issued, do I have to make a new reservation?
No. If you find out on the day the ticket is originally issued, you can cancel it in Magellan Flights before 11pm at no charge. If you miss this deadline, you must contact your Skylink account executive and we will attempt to make the correction. A fee will apply.

4) Are there any fees for schedule changes?
No, as long as the passenger respects the airline's guidelines for schedule changes.

5) Where do I go to check-in online?
Directly on the carrier's website or visit https://www.skylink-ymq.com/en/flights

6) What information do I need to prepare a file? 
+ Passenger's name as it appears on the passport
+ Date of birth
+ Cell phone and email address

7) At what age is a passenger considered an adult?
The first day of their 12th birthday. If a child is 11 years old at the departure and 12 years old at the return, the adult fare applies for both segments.

BAGGAGES

8) Can I add a baggage item after the ticket has been issued?
No, this must be done with the carrier

9) What are the airlines' baggage policies?
Click here. For others not listed, visit the airline's website. 

FLIGHT - SKYLINK FEES

10) What are the Skylink Travel fees for individual passengers?

• Reissue fee: $55cad/ticket*.
• Cancellation/change fee: $55cad/ticket*
• Correction/name change: $70cad/ticket*

* Subject to carrier authorization (+ their fees, if applicable). Taxes included. All the above mentioned fees exclude those of our suppliers

11) What options do I have once I've issued a ticket?
By clicking on My Bookings, you can change information such as date of birth, frequent flyer number, seat selections and special requests (meals, assistance). You can also access your itineraries, itineraries with prices, tickets and invoices.

GROUPS

1) What is the minimum number to be considered a group? 10 people

2) What information do I need to apply for a group?
Send your request to groupes@skylink-ymq.com
Include the following information:
+ Agency number with us. If you don't have one, please register
+ Origin / Destination
+ Dates of travel
+ Number of passengers
+ Type of group (Specify the date of the event for sport, congress or cruise groups)
+ Flexibility of dates or schedules if any
+ Restrictions if any
+ Maximum budget planned by the client (optional)

Translated with www.DeepL.com/Translator (free version)

3) What is the Skylink Travel fee for passengers in a group?
Whether it is a reissue, cancellation or change fee, or for corrections or name changes, the fee is $50

* Subject to carrier authorization (+ their fees, if applicable). Taxes included. All the above mentioned fees exclude those of our suppliers

F.I.T.

1) What does Skylink Voyages charge for ground services?

CAR RENTAL

1) Is car rental liability included in the United States?
Not included. What is the amount? 1 million

2) How do I find a file number on the rental site? No, this must be done with the carrier

3) Can I change the name of the driver at destination?
No, the name of the driver can be changed within a minimum of 24 hours before the date and time of pick-up at the destination.

4) Can I apply for a specific model? No, only the car category is confirmed

5) Do I need an international permit in Europe? Yes, except for France

6) How much does the international permit cost? $25 Where can I get it? Click here
To find out if the country requires one, contact the embassy or consulate of the country you are visiting

7) Where can I view my Skylink files? Visit the My Bookings section in the Magellan Cars

CAR - PAYMENT

7) Can the rental be paid for with a credit card other than the primary driver's?
Yes, unless it is used for insurance purposes 

8) How does the payment for a car rental work? Is it a commission-inclusive payment?
It is a charge that includes commission

9) Can the customer pay for the car with 2 payment methods? No, only the main driver's card

10) What is a "bond"? Can it be paid in cash?
No. It is a security deposit equal to the amount of the estimated costs to be paid locally and it can only be paid by credit card of the main driver.

11) Are local taxes included when I rent a car?
Except for Canada and the United States, taxes are not included.

12) Are the rates in Magellan Autos net or commissionable? Magellan Autos displays net prices

13) Does Rider 27 cover the additional driver? No, only the main driver

BUY-BACK

1) What do I need to know before leasing a vehicle? Consider these tips

HOTELS

1) For example, the client arrives at 5am, can he/she check in at the hotel upon arrival?
No, the check-in time is 3 or 4pm depending on the establishment. If the client wishes to have the room on arrival, he/she must reserve the night before his/her arrival.

2) Do I have to present a credit card at check-in, even if I have prepaid?
Yes, for the security deposit. Prepaid cards are not accepted.

3) Are Resort Fees included? No, unless clearly stated

4) Is transportation (shuttle) included?
No. Does Skylink book it or do I have to contact the hotel? No. The client must make the arrangements with the hotel directly 

TRANSFERS

1) Does Skylink sell shared transfers? No, only private ones.

2) Does Skylink offer transfers for 10 people or more? Yes, upon request to our team members.