Frequently asked questions

No. On Zair you don’t buy a ready-made tour programme; you put flights, accommodation, trains and the other available services together to your own preferences. This is called a dynamic package and is bought for a single total price. Each service is delivered by the airline, hotel or operator concerned under its own rules.

You can change the city order (Makkah–Madinah), the split of nights, the flight, the hotel and the room type as far as the interface allows. The total price is recalculated with every change.

Zair is operated by PARAF Uluslararası Seyahat Acentesi Ltd. Şti. Paraf is a group A travel agency: TÜRSAB licence no 7910, IATA no 88226412.

Prices are totals in Turkish lira including taxes; no separate service fee is added on top. If there is a mandatory charge not included in the total and payable on site, it is shown separately before you pay.

Flight and hotel prices come live from suppliers and can change until payment is complete. The booking summary at the payment step is what is binding.

Payments are taken with 3D Secure verification. Your card details are not stored by Zair. For transactions that look suspicious, additional proof of identity or card ownership may be requested.

Cancellation terms are specific to your plan. The terms for each service are set by the supplier’s rules and the fare type chosen, and are shown in your booking summary before you pay. Services marked non-refundable are not refunded if cancelled.

No. Under the Distance Contracts Regulation there is no right of withdrawal for transport and accommodation services provided on specific dates. Cancellation requests are assessed under your plan’s terms.

No. Each service has its own terms; for example, cancelling the hotel does not cancel your flight.

The refund amount is what the supplier returns to Paraf for the service you cancelled, and you are told it before anything is processed. The refund is made to the payment method you used within 14 days of the amount arriving from the supplier; how long it takes to show on your card depends on your bank.

Send it in writing, with your booking number, to destek@zair.co. The support line and live support are for information; a request is processed once it is received in writing.

Airlines may change flight times without notice. We pass on the changes that reach us. For cancellations and delays you exercise your passenger rights against the airline, and we help you with your claim.

No, it is approximate. The walking time can vary with the gate used, the crowds and local arrangements.

Train tickets are valid for a specific departure. If you miss it, the operator’s rules apply and the fare is, as a rule, not refunded.

No. The Saudi authorities decide on visas and on visit permits such as Nusuk. Having the visa service in your plan does not mean the visa will be issued; if the application is refused, refunds follow the services’ cancellation terms.

The traveller is responsible for the passport being valid for as long as the trip requires, for visa and entry requirements, and for the accuracy of the details given in the booking. As requirements can change, we recommend checking the current situation before you travel.

Yes. You can open it from the My trip section with your booking code. Even if you close your account, code access to your completed bookings continues.

Yes. Whoever books for other travellers confirms they are authorised to represent them, have told them about the terms and are responsible for the payment. The person making the purchase must be at least 18.

No. Marketing consent is optional and is not a condition of purchase. If you gave it, you can withdraw it at any time through the unsubscribe link in a message, from your account or at destek@zair.co. Notifications about your booking are sent in every case.

You can send your requests under Article 11 of the KVKK (Turkish data protection law) to destek@zair.co or to our company address. Requests are, as a rule, answered within 30 days at the latest.