Effective Date: 26 May 2026
Last Updated: 26 May 2026
This Service Delivery Policy explains how travel-related services, booking confirmations, electronic tickets, itineraries, payment acknowledgements, invoices and related communications are delivered for eligible travel services requested through Flying Getaway.
Flying Getaway is a customer-facing travel brand owned and operated by FareFrame Travel Private Limited(“FareFrame”, “we”, “us” or “our”). Payments for eligible travel services requested through authorised Flying Getaway channels may be collected by FareFrame Travel Private Limited through authorised payment methods.
Flying Getaway provides travel assistance and electronically delivered travel-service documentation. We do not sell or ship physical products as part of our ordinary travel-service operations.
Accordingly, eligible tickets, itineraries, booking confirmations, receipts, invoices, cancellation communications, refund updates and related documents are delivered electronically through authorised communication channels.
This Policy should be read together with our:
By requesting an eligible travel service, approving a quotation, submitting passenger information or making payment through an authorised Flying Getaway or FareFrame channel, you acknowledge this Service Delivery Policy.
1. Scope of This Policy
This Policy applies to eligible travel-related services requested, facilitated, paid for or supported through:
- FlyingGetaway.com;
- Official Flying Getaway enquiry or support channels;
- Authorised FareFrame payment pages or payment links issued for Flying Getaway service requests;
- Official Flying Getaway or FareFrame email communications;
- Authorised phone-assisted customer-support interactions;
- Authorised WhatsApp or messaging-based customer communications;
- Booking, modification, cancellation or refund requests submitted through an approved channel; and
- Any other eligible travel transaction expressly identified as being handled by FareFrame for Flying Getaway.
This Policy explains the electronic delivery of:
- Travel quotations;
- Payment links and payment acknowledgements;
- Flight booking confirmations;
- Booking references or PNR information, where applicable;
- Electronic tickets and itineraries;
- Invoices or receipts, where applicable;
- Revised itineraries following an approved modification;
- Cancellation confirmations;
- Refund communications;
- Supplier-issued travel credits or voucher information, where applicable; and
- Other service-related electronic documents.
2. No Physical Shipping
Flying Getaway is a travel-services brand. Unless expressly stated otherwise in writing for a specific service, Flying Getaway and FareFrame do not sell physical products and do not deliver travel documents by courier, post or physical shipment.
Customers should not expect to receive:
- Printed airline tickets by courier;
- Printed itineraries by post;
- Physical payment receipts;
- Paper vouchers;
- Physical invoices; or
- Any other physical travel document as part of a standard transaction.
All relevant service documentation will ordinarily be provided electronically using the customer’s supplied contact information or the authorised channel used for the applicable transaction.
For payment-gateway and website-review purposes, this Service Delivery Policy represents our fulfilment policy for electronically delivered travel services.
3. Relationship Between Flying Getaway and FareFrame
Flying Getaway allows customers to explore travel-related information and request assistance for eligible travel-service needs.
FareFrame Travel Private Limited owns and operates Flying Getaway and may collect payments for eligible travel services requested through authorised Flying Getaway channels.
Where FareFrame collects payment or facilitates fulfilment for an eligible Flying Getaway service request:
- FareFrame may issue the applicable payment request;
- FareFrame may coordinate booking fulfilment;
- FareFrame may electronically deliver ticketing or transaction documentation;
- FareFrame may provide payment, cancellation, refund or grievance support; and
- The applicable service remains subject to this Policy and our related legal policies.
Flying Getaway and FareFrame are not airlines. Airlines and other travel suppliers remain responsible for operating flights and controlling their inventories, schedules, fare conditions, baggage rules, change permissions, cancellations and refund eligibility.
4. Types of Services Delivered
Eligible travel-related services requested through Flying Getaway may include:
- Flight booking assistance;
- Fare and itinerary assistance;
- Airline ticket issuance facilitation;
- Electronic ticket or itinerary delivery;
- Flight-change or rescheduling support;
- Passenger name-correction support, where permitted by the applicable airline;
- Cancellation and refund assistance;
- Baggage or ancillary-service assistance;
- Payment-support services; and
- Other travel-related assistance expressly communicated and accepted through an authorised channel.
The precise service to be delivered will depend on the customer request, the quotation or service information communicated, payment status, fare availability and applicable supplier conditions.
5. Authorised Delivery Channels
Flying Getaway and FareFrame may electronically deliver service-related information and documents through one or more of the following authorised channels:
- Email sent to the email address provided by the customer;
- Communication from an official Flying Getaway email address;
- Communication from an official FareFrame email address;
- An authorised customer-support interaction;
- WhatsApp or another messaging channel used during the authorised customer interaction;
- An authorised website or secure payment page;
- Payment gateway-generated transaction communication;
- Telephone-assisted confirmation followed by electronic documentation; or
- Another electronic channel expressly agreed or used for the applicable request.
Customers are responsible for providing accurate, active and accessible contact information.
Where a customer uses a third-party email account, shared phone number or messaging account for a service request, the customer is responsible for ensuring that they are authorised to use that channel for receipt of booking or transaction information.
6. Delivery of Quotations and Travel Options
Before payment, Flying Getaway or FareFrame may electronically provide a customer with:
- Travel options;
- Flight itinerary suggestions;
- Fare quotations;
- Route and date information;
- Service-fee details;
- Applicable fare restrictions;
- Cancellation or change information;
- Payment instructions; or
- An authorised payment link.
A quotation or itinerary option is provided on the basis of information available at the time it is communicated.
Unless expressly confirmed otherwise:
- A quotation does not constitute a confirmed booking;
- A payment link does not itself constitute a ticket;
- Airline fares remain subject to availability until ticket issuance;
- Airline taxes, fare rules and ancillary charges may change;
- A quotation may remain valid only for a limited time; and
- The customer must review the supplied information before proceeding with payment.
Customers should verify the passenger name, route, travel date, destination, fare conditions, service charges and contact details before approving the request or making payment.
7. Payment Acknowledgement Versus Booking Confirmation
A payment acknowledgement and a booking confirmation are not always the same document.
Payment Acknowledgement
A payment acknowledgement confirms that a payment has been recorded, received or confirmed through the applicable payment channel.
It may include:
- Transaction amount;
- Transaction reference;
- Payment date;
- Payment status; and
- Relevant customer or service details.
A payment acknowledgement does not necessarily mean that an airline ticket or travel service has already been issued.
Booking Confirmation
A flight booking or travel service is treated as confirmed only when Flying Getaway or FareFrame communicates confirmation through an authorised channel and, where relevant, provides:
- A valid booking reference or PNR;
- Electronic ticket details;
- Confirmed itinerary information;
- Supplier confirmation; or
- Another written confirmation clearly identifying the fulfilled travel service.
Customers should not assume they hold a confirmed ticket merely because payment has been made unless valid booking or ticket documentation has also been delivered.
8. Delivery After Successful Payment
After successful receipt of payment and all information necessary to process the requested service, FareFrame will begin fulfilment of the eligible travel request.
Depending on the nature of the transaction, electronic delivery may include:
- Payment confirmation;
- Booking status update;
- Electronic ticket;
- Airline booking reference or PNR;
- Confirmed itinerary;
- Invoice or payment receipt;
- Supplier confirmation;
- Fare-rule or important booking-condition communication;
- Revised itinerary after an approved change;
- Cancellation confirmation; or
- Refund-related communication.
Delivery remains subject to:
- Successful payment confirmation;
- Accuracy and completeness of passenger details;
- Fare availability;
- Supplier confirmation;
- Customer acceptance of any revised pricing or conditions;
- Verification requirements;
- Applicable airline or supplier rules; and
- Events outside our reasonable control.
9. Standard Service Delivery Timeline
For a standard flight booking request, FareFrame will ordinarily aim to communicate the booking status and, where the ticket is successfully issued, deliver the applicable electronic ticket or itinerary within 24 hours after:
- Successful receipt of payment;
- Receipt of complete and accurate passenger information;
- Customer approval of the applicable itinerary and price; and
- Confirmation that the selected fare or requested service remains available.
In many cases, confirmation or ticket delivery may occur sooner. However, customers should not rely on immediate issuance unless valid ticket or booking-confirmation details have been supplied.
The 24-hour indicative timeframe may not apply where:
- Travel is urgent or scheduled within 24 hours;
- Fare availability changes rapidly;
- Supplier confirmation is delayed;
- Additional verification is required;
- Customer information is incomplete or incorrect;
- The customer does not approve a required change or fare difference promptly;
- Payment status remains pending or requires verification; or
- An airline, supplier, payment processor or communication system experiences disruption.
10. Urgent and Same-Day Travel Requests
Customers requesting travel scheduled to depart within 24 hours should take particular care before completing payment.
For urgent or same-day travel:
- Fare availability may change very quickly;
- Ticket issuance may require immediate supplier confirmation;
- Payment receipt alone does not guarantee confirmed travel;
- Customers must provide complete passenger details promptly;
- Any revised fare or itinerary may require immediate customer approval; and
- Travel should be treated as confirmed only after valid ticket or confirmed itinerary information is delivered.
Customers should not travel to the airport, rely on a proposed itinerary, purchase connected arrangements or assume a seat is confirmed until they have received valid electronic confirmation for the requested service.
Where an urgent requested service cannot be delivered after successful payment, available alternatives or eligible refunds will be handled in accordance with the Cancellation & Refund Policy.
11. Conditions Required for Successful Delivery
Flying Getaway and FareFrame can fulfil and deliver an eligible travel service only where the required information and approvals are received accurately and on time.
Customers may be required to provide:
- Full passenger name matching the required travel document;
- Correct travel route and travel dates;
- Date of birth, where required;
- Active email address and telephone number;
- Passport, identification or other travel details, where required;
- Approved itinerary or fare selection;
- Payment confirmation or transaction reference;
- Documents required for a requested modification or correction;
- Approval of any revised price, fare difference or supplier condition; and
- Other information reasonably required for the requested service.
Delivery may be delayed or become unavailable if:
- Information is missing, incomplete or inaccurate;
- Payment is pending, unsuccessful or not verified;
- Fare availability changes before ticket issuance;
- The airline or supplier cannot confirm the selected service;
- The customer does not respond to an approval request in time;
- A security, fraud-prevention or identity-verification review is required;
- Supplier documentation requirements are not met; or
- An event outside reasonable control prevents fulfilment.
12. Fare or Service Becomes Unavailable After Payment
Airline fares and travel-service inventory may change quickly. In some circumstances, a fare may become unavailable after a customer completes payment but before the booking is finally issued.
Where FareFrame successfully receives payment but the requested fare or service becomes unavailable before fulfilment, we may:
- Inform the customer that the originally requested service is no longer available;
- Offer an available alternative itinerary or travel option;
- Communicate any revised fare, fare difference or changed condition;
- Seek customer approval before proceeding with an alternative; or
- Process an eligible refund where no suitable alternative is accepted or available.
We will not intentionally issue a materially different itinerary, date, route or fare condition without communicating the change and obtaining the customer’s approval where required.
Where a paid service cannot be fulfilled and the customer does not accept an alternative, any eligible refund will be handled in accordance with our Cancellation & Refund Policy.
13. Electronic Ticket and Itinerary Delivery
Where a flight booking is successfully issued, the customer may receive an electronic ticket, itinerary or booking-confirmation document electronically.
Such documentation may contain:
- Passenger name;
- Airline information;
- Flight number;
- Origin and destination;
- Travel dates and timings;
- Booking reference or PNR;
- Ticket number, where applicable;
- Fare or cabin information, where stated;
- Baggage information, where supplied;
- Relevant booking conditions; and
- Customer-support information.
Customers should retain copies of all delivered booking documents until the travel service is completed and any related support, cancellation or refund matter is resolved.
Customers are responsible for reviewing electronic ticket and itinerary information promptly after delivery.
14. Customer Responsibility to Review Delivered Documents
Upon receiving any ticket, itinerary, booking confirmation, revised travel document, cancellation confirmation or other service communication, customers should review it immediately.
Customers should check:
- Passenger name spelling;
- Passenger count;
- Origin and destination airports;
- Travel date;
- Departure and arrival time;
- Airline and flight number;
- Booking reference or PNR;
- Ticket status;
- Fare class or ticket condition, where stated;
- Baggage details, where included;
- Any applicable change or cancellation restriction; and
- Contact information used for the booking.
If a customer notices an error or believes that delivered documents do not match the approved request, the customer must contact Flying Getaway or FareFrame promptly through an authorised channel.
Failure to report an issue promptly may reduce the available correction options or lead to additional airline charges, fare differences, supplier restrictions or loss of ticket value.
Where an error arises from information provided or approved by the customer, correction remains subject to applicable airline rules, supplier approval and charges.
15. Delivery of Modification, Rescheduling and Name-Correction Services
Where a customer requests a permitted flight change, rescheduling or name correction, delivery of the updated service will depend on:
- Applicable airline policy;
- Supplier approval;
- Fare availability;
- Fare difference;
- Airline or supplier modification charges;
- FareFrame service fees;
- Required supporting documents;
- Customer approval of revised terms; and
- Payment of applicable charges, where required.
Submitting a change request does not by itself confirm that the requested change has been completed.
A modification is considered completed only when the customer receives updated confirmation through an authorised channel, such as:
- Revised itinerary;
- Updated booking confirmation;
- Corrected ticket details;
- Supplier confirmation; or
- Another written confirmation of the completed request.
Customers must review revised documentation immediately after receipt.
16. Delivery of Cancellation and Refund Communications
Where a customer requests cancellation or refund assistance, Flying Getaway or FareFrame may electronically provide:
- Confirmation that a request has been received;
- A request for additional documents or information;
- Available cancellation options;
- Refund eligibility information;
- Applicable deduction details;
- Cancellation confirmation;
- Refund initiation confirmation;
- Refund reference details, where available; or
- Other status updates relating to the request.
Cancellation and refund delivery timelines are separate from electronic ticket delivery timelines.
A cancellation is confirmed only after authorised communication confirming cancellation has been issued. A refund is considered initiated only after FareFrame confirms that the approved amount has been submitted through the applicable refund channel.
Further details are provided in the Cancellation & Refund Policy.
17. Delivery of Travel Credits, Vouchers or Supplier-Issued Benefits
In some circumstances, an airline or supplier may offer a travel credit, voucher, future travel benefit or other non-cash remedy rather than a monetary refund.
Where such a remedy applies, Flying Getaway or FareFrame may electronically communicate:
- Credit or voucher details;
- Value, where provided by the supplier;
- Validity period;
- Usage conditions;
- Eligible traveller or itinerary restrictions; and
- Redemption instructions made available by the supplier.
Customers should carefully review and preserve all travel-credit or voucher documentation.
Any validity period, expiry date, transfer restriction, fare condition or redemption limitation is controlled by the applicable airline or supplier unless expressly stated otherwise.
Flying Getaway and FareFrame cannot independently extend, alter or override supplier-controlled voucher conditions.
18. Non-Receipt of Booking Confirmation or Electronic Documents
If a customer has completed payment but has not received the expected booking confirmation, itinerary, ticket document, invoice or relevant service update within the applicable timeframe, the customer should contact FareFrame promptly.
Before submitting a non-receipt request, customers should check:
- Email inbox;
- Spam, junk and promotions folders;
- The email address provided during the transaction;
- WhatsApp or messaging channel used during the authorised interaction;
- Payment-gateway confirmation messages;
- Missed calls or support messages;
- Any request for missing passenger information; and
- Any request for approval of a revised fare or itinerary.
To investigate a missing confirmation or document, customers should provide:
- Customer or payer name;
- Passenger name;
- Registered email address and phone number;
- Travel date and route;
- Payment reference or payment proof, where applicable;
- Approximate date and time of payment;
- Details of the expected document; and
- Any screenshot or confirmation relevant to the request.
FareFrame will review the available payment, service and communication records and provide the applicable booking status, delivery assistance, additional requirement, alternative option or eligible refund information.
19. Failed, Pending and Duplicate Payments
Payments may occasionally fail, remain pending or be duplicated due to technical, payment-gateway, banking or card-network processing issues.
Failed or Pending Payments
Where a payment appears to have been debited but the customer has not received successful payment confirmation or booking documentation, service delivery may remain pending until the transaction status is verified.
Customers should contact FareFrame with the applicable payment and travel-request information.
Where FareFrame has not successfully received payment, any automatic reversal or release of funds may be processed by the customer’s bank or payment provider under its applicable timelines.
Duplicate Payments
Where FareFrame verifies that duplicate successful payments have been received for the same travel-service request, the duplicated eligible amount will ordinarily be processed for refund in accordance with our Cancellation & Refund Policy.
Payment Received but Service Cannot Be Delivered
Where FareFrame successfully receives payment but cannot deliver the agreed eligible travel service, the customer may be offered:
- An available alternative, subject to approval of any revised fare or condition; or
- An eligible refund for the unfulfilled service.
20. Electronic Delivery of Receipts and Invoices
Where applicable, FareFrame may electronically issue a payment receipt or invoice for an eligible transaction originating through Flying Getaway.
Such a document may include:
- Legal entity name;
- Brand reference, where appropriate;
- Customer or passenger details;
- Description of the travel-related service;
- Transaction amount;
- Tax or fee information, where applicable;
- Payment date;
- Payment reference;
- Invoice or receipt number; and
- Customer-support information.
A payment receipt or invoice confirms the relevant payment or billing record. It does not by itself confirm that an airline ticket has been issued unless accompanied by valid booking or electronic ticket information.
Customers should retain receipts and invoices together with their booking documentation for future support, cancellation, refund or payment-dispute purposes.
21. Delivery Limitations Caused by Airlines, Suppliers or Other Third Parties
Delivery of an eligible travel service may depend on third parties, including:
- Airlines;
- Ticketing providers;
- Travel suppliers;
- Payment gateway providers;
- Banks or card networks;
- Technology providers;
- Communication platforms; or
- Other authorised service partners.
Delivery may be delayed, modified or become unavailable due to:
- Fare withdrawal or inventory change;
- Airline system unavailability;
- Airline schedule change or cancellation;
- Supplier approval delay;
- Payment-processing interruption;
- Bank or card-network delay;
- Communication system failure;
- Incorrect or incomplete customer information;
- Missing approval or documentation;
- Security or fraud-prevention verification; or
- Events outside FareFrame’s reasonable control.
Where reasonably possible, Flying Getaway or FareFrame will communicate known material delivery issues and available customer options.
22. Events Outside Our Reasonable Control
Flying Getaway and FareFrame will not be responsible for delay in service delivery or inability to deliver a requested service caused solely by circumstances outside reasonable control, including:
- Airline cancellation, delay or operational change;
- Airport disruption or closure;
- Airspace restriction;
- Severe weather or natural disaster;
- War, civil unrest, terrorism or security event;
- Strike or labour disruption;
- Government restriction or regulatory direction;
- Immigration or border-control action;
- Epidemic, pandemic or public-health restriction;
- Supplier system outage;
- Banking, payment-gateway or card-network interruption;
- Internet or telecommunications failure; or
- Customer failure to provide accurate and timely information.
Where such events affect an eligible transaction, FareFrame may assist customers with supplier-approved alternatives, cancellation support or eligible refund processing under the applicable policies and supplier conditions.
23. Proof of Electronic Delivery
To support customer service, payment reconciliation, dispute resolution, fraud prevention and legal or contractual requirements, Flying Getaway and FareFrame may maintain records showing delivery or attempted delivery of service-related documents.
Such records may include:
- Customer enquiry details;
- Quotation communications;
- Customer acceptance or approval;
- Payment confirmation;
- Passenger information provided or approved by the customer;
- Electronic ticket or itinerary documents;
- Email delivery records;
- WhatsApp or authorised communication history;
- Invoice or receipt records;
- Modification or cancellation instructions;
- Refund communications; and
- Complaint-resolution correspondence.
These records may be used where reasonably necessary to investigate customer concerns, respond to payment disputes, provide customer support or establish that a requested service was fulfilled.
Personal information contained in these records will be handled in accordance with our Privacy Policy.
24. Customer Support for Service Delivery Queries
For questions relating to:
- Missing booking confirmations;
- Electronic ticket delivery;
- Itinerary delivery;
- Payment acknowledgement;
- Invoice or receipt delivery;
- Revised booking documentation;
- Cancellation confirmation;
- Refund communication;
- Failed or duplicate payments; or
- Other service-fulfilment concerns,
please contact:
FareFrame Travel Private Limited
Owner and Operator of Flying Getaway
9396, Defence Colony Badshahpur, Bhondsi,
Gurgaon – 122102, Haryana, India
Service Delivery, Payment and Grievance Support Email: support@fareframe.com
Phone: +91 87962 51351
Support Hours: 9:00 AM to 5:00 PM IST, Monday to Sunday, including Saturdays and Sundays
For general Flying Getaway travel enquiries:
Email: help@flyinggetaway.com
Customers should provide their passenger name, contact details, booking or payment reference, travel route, travel date and details of the missing or disputed document wherever available.
25. Complaints and Grievance Redressal
If a customer believes that a paid travel service requested through Flying Getaway has not been properly delivered, they may submit a complaint to FareFrame using:
Grievance Support Email: support@fareframe.com
Phone: +91 87962 51351
FareFrame will make reasonable efforts to acknowledge and review a genuine service-delivery complaint promptly.
The time required for resolution may depend on:
- Payment-status verification;
- Availability of customer and passenger details;
- Booking or ticket-delivery records;
- Airline or supplier response;
- Payment gateway or banking information;
- Any requested customer documents; and
- The nature of the service concerned.
Nothing in this Policy prevents customers from exercising any mandatory rights or lawful dispute-resolution remedies available to them.
26. Changes to This Policy
Flying Getaway and FareFrame may update this Service Delivery Policy from time to time to reflect changes in:
- Travel services;
- Payment methods;
- Ticket-delivery processes;
- Supplier procedures;
- Customer-support operations;
- Legal requirements;
- Payment-partner requirements; or
- Business operations.
Any revised version will be published on this page with an updated effective date.
For a booking or service already paid for or confirmed, the service-delivery terms applicable or communicated at the time of the transaction will ordinarily continue to apply, unless a change is required by applicable law or is more favourable to the customer.
27. Governing Law and Jurisdiction
This Service Delivery Policy shall be governed by and interpreted in accordance with the laws of India.
Subject to any mandatory statutory rights, consumer remedies or payment-dispute procedures available under applicable law, disputes connected with this Policy or an eligible travel service requested through Flying Getaway and handled by FareFrame shall be subject to the jurisdiction of the competent courts in Gurugram, Haryana, India.
28. Contact Us
For service-delivery, booking-document, payment, refund or grievance assistance:
FareFrame Travel Private Limited
Owner and Operator of Flying Getaway
9396, Defence Colony Badshahpur, Bhondsi,
Gurgaon – 122102, Haryana, India
Email: support@fareframe.com
Phone: +91 87962 51351
Support Hours: 9:00 AM to 5:00 PM IST, Monday to Sunday, including Saturdays and Sundays
For general travel enquiries through Flying Getaway:
Email: help@flyinggetaway.com