Online Booking & Payment

During the booking process, you may encounter some errors. Here are some common errors that you may face and what you can do to solve it.

Error messages

You may encounter a few messages during the booking process. Here are some common errors messages:

Invalid name

The ‘Given Name’ fields must not contain symbols.
You may have keyed in names which consist of symbols such as @, ‘, &, -, etc. Please use only Roman alphabets (A – Z) when filling up your first and last names.
If you have no last name, please fill in your first name on both first and last name fields.


Guest – Travel date error

Please make sure the date of birth of the guest is keyed in correctly. Our new system will validate the information for confirmation. Seats are applicable to children and adults (>2 years old) and infant seats are applicable to infants below 2 years old.

Scenarios to note during payment:

Here comes the most important part. Please remember the scenarios below to make sure you understand your payment status. This will help you grab your low fare successfully!


Reservation status: 'Confirmed'
Booking number: 'Yes'


This means your booking is successful.


Reservation status: 'Need Payment'
Booking number: 'Yes'


Oops, this means your payment was NOT successful.


Within 1 (ONE) hour, log on to Manage My Booking and click on 'Need Payment' button to repay.

The booking will be on hold for 1 hour, so make sure you keep trying until your payment is successful.


The ‘Time Out’ page appeared after I click on ‘Submit Payment’. It also mentions a time-out error.


Don’t panic. Just log on to Manage My Booking immediately to check if your booking has been kept inside your account. Check scenario 1 or 2 to make sure you have completed your payment.

Tip: Be sure to save your booking number during payment for future reference.

Haven’t received your flight itinerary?

Kindly check your junk or spam box in case your itinerary was sent to those folders instead. If you did not receive your itinerary, please share your booking number with our Customer Care team and we will resend it. Alternatively, you can also resend your itinerary via Manage My Booking.

Due to the overwhelming response to our seasonal promotions, it will take us a little longer to send your itinerary via email. We thank you for your patience.