Faqs

Frequently Asked Questions

Get fast answers to your questions about Star Alliance and our products including Round the World, Circle and Airpass fares. Please check our FAQs first. If you do not find an answer, you will be guided to our Help Desk.

For inquiries related to your miles/points, your status or to book award flights or upgrades, please contact your Frequent Flyer Programme. If you wish to give feedback about a specific flight experience, please take the shortcut to our member airline's customer service teams.

! not found

Booking

icon-closed icon_opened Can I use Star Alliance Book and Fly to book my journey online?
Yes. After you have planned your route and chosen your flights, you can book online and purchase your ticket instantly.
icon-closed icon_opened In which languages is the Book and Fly tool available?

Book and Fly is presently available in English, Japanese and German language. A specific language can be accessed via the respective language set on www.staralliance.com

Japanese: https://bookandfly.staralliance.com/ja/bookandfly

German: https://bookandfly.staralliance.com/de/bookandfly

English: https://bookandfly.staralliance.com/en/bookandfly

icon-closed icon_opened Once I have completed the booking, can I use Book and Fly to make changes and re-book flights?
Unfortunately this is not possible yet. You can re-book flights by contacting our service centres on
 

Australia: +61 292 535 888 (Domestic landline)
Germany: +49 69 2999 3222 (Domestic landline)
Japan (between 9am and 6pm): +81 368-376-690 (Domestic landline)
United States: +1 866-900-5018 (USA domestic toll-free)

Or via email: staralliance.bookandfly@dlh.de

icon-closed icon_opened Can I get a refund when I need to change or cancel my booking?
Yes, you can receive a refund when you change or cancel your booking or amend your itinerary. Please refer to the conditions for cancellations or change of plans in the Terms and Conditions section of your booked fare. The Terms and Conditions for the RTW Fare can be found here and for the Circle Pacific Fare they can be found here.
 

You can cancel your booking by contacting our service centres on

Australia: +61 292 535 888 (Domestic landline)
Germany: +49 69 2999 3222 (Domestic landline)
Japan (between 9am and 6pm): +81 368-376-690  (Domestic landline)
United States: +1 866-900-5018 (USA domestic toll-free)

Or via email: staralliance.bookandfly@dlh.de

icon-closed icon_opened What is the benefit of booking with Book and Fly rather than going to a travel agent or directly to an airline?

With Book and Fly you can plan and choose your flights yourself, taking as much time as you like. You can test any number of routings and evaluate all the options. You can start planning an itinerary, save it and retrieve it whenever you like, which allows you to compose your journey in multiple sessions.

Book and Fly puts you at the heart of the booking process. It gives you total control over your travel plans.

The service centre support for Book and Fly is available 24 hours a day, 7 days a week for all technical or product-related enquiries as well as re-bookings and other service requests for your booking.

icon-closed icon_opened When will I be able to choose specific meals for my flights?
Special meals and all other dietary options will have to be discussed directly with the airline before each actual flight.
icon-closed icon_opened When will I be given the chance to select seats, book wheelchairs or other services for my journey?
Seating requests and other requests will be handled directly by the operating carriers of each flight