Customer Portal Guide

01Before you begin

You need a modern browser and an internet connection. There is no app to install.

• Switch between English and Arabic using the language control in the top bar.
• Have every traveller's passport to hand before you start. You will need names, passport numbers and expiry dates exactly as printed.

02Account and sign-in

An account puts every booking in one place and saves your details for next time.

Creating an account

1. 1In the top bar, open Account and choose Register.
2. 2Enter your full name, email and phone number.
3. 3Choose a strong password and confirm it.
4. 4Select Create account. You land straight on your dashboard.

Signing in

1. 1Open Account and choose Login.
2. 2Enter your email and password, then select Login.

Forgotten password

1. 1On the sign-in page, select Forgot password?
2. 2Enter your registered email address and submit.
3. 3Open the email and follow the reset link.
4. 4Enter a new password twice, then sign in with it.

03Booking a flight

Three stages: Select Class, then Passenger Details, then Review & Confirm.

1. 1Choose Flights from the main menu, or start from the search box on the home page.
2. 2Set your departure airport, arrival airport and travel date, then search.
3. 3Browse the results. Each shows the airline, flight number, departure and arrival times, and price. Select a flight to open it.
4. 4Select your class and the number of passengers. You will see a warning when a flight is nearly full, and "Sold out" blocks the choice entirely. Then select Continue to passenger details.
5. 5Enter each passenger exactly as their passport reads.
6. 6Add your contact details — email and phone. Your confirmation and e-ticket go to this address.
7. 7Review the booking: flight details, passenger list, and total.
8. 8Choose a payment method, then select Submit Booking.

04Booking a hotel

Much the same shape: Select Room, then Guest Details, then Review & Confirm.

1. 1Choose Hotels from the main menu and open the hotel you want.
2. 2Select the room and dates: room type, check-in, check-out, and how many rooms. The total is calculated from the number of nights and rooms.
3. 3Select Continue to guest details.
4. 4Enter each guest as their passport reads, then your contact details.
5. 5Review the hotel, room type, duration and total, choose a payment method, and confirm.

05Packages and deals

A package combines flights and accommodation in one booking at a single price — usually the right choice for Umrah and Hajj.

• Packages — ready-made bundles covering flights, hotel and length of stay.
• Deals — time-limited reductions. Each has a detail page setting out what is included and when it ends.

Booking a package follows the same steps as a flight: choose it, enter traveller details, review, pay.

06Booking through a partner

Safer lists approved travel agents, each with their own page of offers.

1. 1Choose Partners to browse the directory.
2. 2Open an agent's page to see their offers, available flights and contact details.
3. 3Complete the booking from their page using the same steps as above.

07Payment methods

You choose how to pay in the final review step, before submitting.

08Tracking your bookings

Two routes: through your account, or by looking up the reference without signing in.

From your account

1. 1Sign in and choose My Bookings.
2. 2Every booking is listed with its current status. Select one to see it in full.

By booking reference

1. 1Choose Find Booking from the menu.
2. 2Enter the Booking Reference / PNR — for example CMO16LVJM004.
3. 3Enter the passenger surname as it appears on the booking.
4. 4Select Find Booking.

What the statuses mean

09Your e-ticket

A single-page bilingual document carrying a machine-readable barcode for the check-in desk.

1. 1Open the booking from My Bookings, or by looking up the reference.
2. 2Select Download E-Ticket. A PDF is saved to your device.
3. 3Print it or keep it on your phone, and present it at check-in.

What is on it

• Your booking reference, large at the top and repeated in the barcode at the foot.
• Departure and arrival airports, each timed in that airport's own local time, with the offset shown.
• Every passenger's name, passport number and class.
• Payment details and the total.
• A tear-off stub at the bottom for the desk agent.

10Changing or cancelling

1. 1Open the booking's detail page.
2. 2Select Cancel Booking.
3. 3Any cancellation fee is shown, or "Free cancellation — full refund" if you are still inside the free window.
4. 4Confirm with Yes, cancel.

11Your profile

1. 1Open My Profile from the account menu.
2. 2Select Edit to update your name, phone number or personal details.
3. 3To change your picture, select the current one, choose a new image, adjust the crop and save.
4. 4To change your password, choose Change password and enter the current one followed by the new one twice.

12Traveller tools

Available from the main menu; no sign-in needed.

13Help and support

• FAQ — the questions asked most often: baggage, visas, payment, cancellation.
• Contact — a message form, office details and opening hours.
• Every booking page has a WhatsApp button that attaches your reference to the message automatically.