Reasons why a booking cannot be made successfully include flight sold out and payment failure. If your card seems to be charged for a failed booking, one of the following cases may apply.
1. If your booking is not completed, a failure screen will be displayed and DeNA TRAVEL will cancel the payment. However, it may take time for the cancellation of payment to be reflected on your account. We suggest that you contact your bank directly for details.
2. In some specific situations, such as page reloaded, the failure screen will be displayed, while the booking might have been completed already. In such case, a confirmation email with the title of "[DeNA TRAVEL] Booking completed" will be sent to your email address. Please check your email.
3. If a failure screen is not displayed but you have not received the confirmation email yet, one possibility is that the registered email address is not correct. For such situation, please contact DeNA TRAVEL to amend the email address.
For case 1, if you wish to receive a payment cancellation receipt from DeNA TRAVEL, please contact us via the inquiry form below.
Please inform the following details to help us locate your transaction in our system.
*Name(s) of the passenger(s)
*Name of the contact person
*Contact phone number used for your booking
*Email address used for your booking
*Itinerary details (travel dates, flight numbers, flight schedules and destinations)
*Date and approximate time when you were trying to make the reservation
*Card holder's name and contact number
*Card holder's email address (if it is different from the email address used for your booking)
*Card issuer: Visa or Master
*Card type: Credit or Debit
*Charged amount and currency
*Date and time when being charged (please specify the time zone)