Help

for customer who have not booked on airraro.com

If you did not book directly on our web site airraro.com or our booking site flightbookings.airraro.com, you may have made your Air Rarotonga reservation through a travel agent or screen scraper website.

There are two types of Online Travel Agents, those whom Air Rarotonga authorises, namely expedia.com and its affiliates and online travel agencies connected via Amadeus or Sabre one hand and one the other hand all other online travel agencies. For legal reasons we cannot name them.

These latter Online Travel Agencies use screen scraper technolgy to copy the flight content of our website onto their own website so that customers can believe they are authorised representatives of Air Rarotonga. These agencies or sites then make a reservation on our public web site and may not share your contact details with us. This often means that we are unable to contact you with information relating to your booking. Theseagencies also use their own credit card to pay for a publicairfare on our webn site after charging your credit card for the (often higher) fare they charged you. Therefore, if the fare that was booked was indeed refundable we can only refund them back to the agency / site that made the reservation with us.

You therefore need to obtain your refund from the Online Travel agency or web site through which you made your reservation.

We highly recommend you book directly with us so you get the best fares and can make an informed decision which fare type you book.

I did NOT book on airraro.com and did not receive a refund.

If you did not book on airraro.com or flightbookings.airraro.com you need to contact the online travel agency where you made your payments.

Screen scrapers charge higher prices

Screen scrapers and online travel agencies charge hidden fees/surcharges that are not passed on to Air Rarotonga. This means that we cannot refund you the full amount you paid to the third party.

In addition, screen scrapers often pass on baggage allowances that are not included in the fare to the customer and charge additional fees for them. Since Air Rarotonga offers fares with and without baggage allowances on its website, it is not clear to the customer which fare has been booked.

Furthermore, it can happen that screen scrapers resell a flexible fare but mark it as not flexible and even charge a surcharge for flexibility.

We recommend that every customer book directly on airraro.com. It is normal to be redirected to the booking portal flightbookings.airraro.com.

Screen scrapers can prevent you from receiving a refund.

Because these screen scrapers or online travel agencies change your contact and payment details, we have no way of issuing the refund directly to you and if a refund is issued to the screen scraper, it is often not passed on to the customer.