Frequently Asked Questions

 
 

Reservations

1. How can I make reservations and get quotes for flights at SkyCana?

You can do it through our website, directly by phone calling our customer service center or visiting our ATOs/CTOs.

2. Can I put my reservation on hold and pay for it later?

Yes, you can. According to the fare basis booked, you will be able to pay up to 24 hrs after the booking is confirmed.

3. Can I reserve itineraries that include flights to more than one city on a single journey?

Yes, you can book a multi-city ticket.

4. How much time before a flight can I reserve and purchase a ticket at SkyCana?

You can reserve and purchase your ticket up to 3hrs before the schedule time departure, depending on the availability.

5. How many legs of a flight can I reserve on a single itinerary?
6. How many passengers can I include in a single reservation?

Up to 9 passengers. For 10+ passengers, you need to confirm a group reservation. Group Travel or send us an email to groups@skycana.com

7. How can I modify my itinerary during the reservation process?

If it is through our website, you can clic on the previous tab in order to go back and make the changes.

8. How can I find and purchase my reservation later?

Once you confirm your booking, you can find it with your PNR or locator code in the section Manage my booking, in our website.

9. Can I make a reservation for another person?

Yes. To make reservations for other persons, enter their name in the section “Enter Passenger Details”.

If your own name appears, overwrite it with the real passenger’s name. Likewise, if your Sky Knots number appears, don’t forget to erase it and replace it with the passenger’s Sky Knots number.

10. How can I reserve a one-way trip?

You can reserve a one-way trip via our website, customer service center and your favorite travel agency. Make sure you follow the country's immigiration rules

11. When I travel, when do I need to have a return ticket leaving the country?

A return ticket is subject to the inmigration restrictions of each destination. Please verify with the relevant authorities.

12. Can I make changes to my reservation once the ticket has been issued?

You can modify your reservation according the rules of your booked fare basis.

13. How long does a ticket remain valid if I do not use it?

It is valid for 364 days starting on the issued date. Please remember to contact us in case you need to cancel your itinerary. Additional fees may apply.

Check-in and Arrivals

1. Can I change my reservations online after I check in?

Once you checked in, only the airport staff is able to change any detail in your reservation, please reach one of them before departing.

2. What if I already checked in, but can't make my flight?

Please approach to one of our airport staff in order to start the corresponding process.

Payment for Reservations

1. I didn’t pay for my reservation after 24hrs and it was cancelled. I want to pay for it. What should I do?

Please contact our customer reservation center in order to reactivate your reservation, if possible, or to create a new booking subject to availability.

2. What are my payment options when purchasing at Sky Cana?

Paypal, Bank Transfer, Direct Deposit, Credit Card.

3. What kind of things can I do using Manage my booking?

Through Manage my booking you can:

  • View your travel details, e-mail or print them.
  • Pay for reservations made online.
  • Check on seat availability and select your seats.
  • Request special food and services.
  • Enter your Sky Knots number.
  • See how many miles you will accumulate on a trip.
  • Check or print your receipt.
4.What do I have to do to view my reservation using Manage your booking?

To view a particular reservation, simply enter the following information:

  • Reservation code.
  • The last name of any of the passengers on the reservation.

General Information

1. What cities does Sky Cana fly to?

To see all information about this topic, please go to Destinations.

2. Some flights are operated by another airline, Sky High. What does this mean?

We have partnered with Airlines on specific destinations to provide better connections. We will still offer our Sky Cana experience through our partnered network,

3. What indemnity is there for lost luggage?

To see all information about this topic, please go to Baggage Allowance.

4. Can I access My Account from my mobile phone?

Yes, all our sessions are available from any device, including mobile phones.

5. What medical equipment is allowed in the cabin?

To see all information about this topic, please go to Dangerous Goods section. Pending.

6. What kinds of meals are served on Sky Cana flights?

Sky Cana serves hot meals on flights of 2hrs or more; snacks for flights of 2hrs or less.

7. Can I use my laptop computer in flight?

Yes, you can use your laptop during the flight, previously authorized by the crew.

8. Can I purchase additional baggage allowance for my infant?

Yes, you can prurchase additional baggage allowance subject to availability in the aircraft.

9. Do I have to print a copy of my electronic ticket?

You can eighter print your electronic ticket or have it in your mobile phone.

10. Can I receive a refund for an unused ticket?

Tickets refunds are subject to the fare conditions of the ticket issued.

11. Can I request a ticket refund?

Tickets refunds are subject to the fare conditions of the ticket issued.

12. What documents do I need to have available at check-in?

At the moment of ckeck in you must have your vigent passport and travel documents according to the laws of the origin and destination point.

13. How many hours prior to my departure do I need to be at the check-in counter?

For international flights, you need to be at least 60 minutes before the scheduled time departure. At this time check-in closes for all passengers.

14. What happens if I reach the counter late or lose my flight?

In case of missing flights, you can reschedule your itinerary subject to the fare conditions.