Got a question? We’ve got answers!

To save you time, we’ve put answers to the most common inquiries here. Just click on the category and look for your question. If you can’t find what you’re looking for in our FAQs, Terms or Privacy, feel free to Contact us.

How can I add a Shard?

If you enter Wayonara from your notebook or tablet, you will find the following Add a Shard button on the header.Add a ShardIf you click the icon, a dialogue window appears. You can upload a photo from your device or alternatively copy and paste a URL to retrive the destination content of an external website, for instance if you want to bookmark an Hotel from Booking.com or a Restaurant from TripAdvisor.

Can I send messages?

Not yet. You can post a comment on each content. Messages will be made available soon.

What’s a Board?

A Board is a wishlist of collected Shards. You can create as many Board as you want. For instance you can use Boards to bookmark the places you would love to visit, the restaurants or hotels you like most, or the things that you would like to pack for your next trip.

What’s a Shard?

Shard is the name by which we define a tagged content shared by a traveler. Each time a user shares a photo, he also shares a part of himself as a fragment of a bigger picture that is his life, his experience. So as many Shards you plan, the more your trip begins to take shape.

May I invite friends?

Sure! You may invite friends to signup for free. Just click on the link “Invite friends” available on your profile’s menu, then copy and share the available URL on your Facebook profile o via email.

How I create a Board?

Each Shard displays a Plan icon represented by this symbol Plan Icon Colour. If you click it a dialog box appears enabling you to choose the destination of the selected Shard. You may decide to save it in an existing Board or Tour or create a new Board or Tour. Once you decide the destination of the saved Shard, you will find it inside the selected Board or Tour.

What’s the difference between Boards and Tours?

A Board is a wishlist where you collect the Shards you love, for instance “My next trips”, “Hotels to stay”, “Preferred Restaurants”. In any time you can edit, delete or move your Shard to another Board or Tour. A Tour is a travel plan built using the Shards you saved or imported from your diary or device. Each Tour is composed of the places associated with the Shards included.

What’s a Tour?

A Tour is a travel plan made of the Shards you collected or imported from your diary or device. Once a Tour is created, you can continue adding new Shards or start dragging and dropping the available Shards into the timeline from the Travel Builder © section. A Tour is composed of the Shards and a timeline which represents the logical and chronological order of the stages of a trip.

What’s a Timeline?

A Timeline is a graphical representation of a travel plan. It displays the stages of a given itinerary and it may also display the user’s preferred transport modes. You can create a Timeline each time you create a Tour. Once you have created a Tour, you can edit it simply dragging and dropping your Shards into the interactive area.

Timeline

How can I create a Timeline?

You can create a Timeline each time you create a Tour. Once you have created a Tour, you can create a Timeline selecting the Edit mode. Then simply drag and drop your Shards into the interactive area. Then you can change the order of the destinations just dragging the stages along the timeline. If you’d like to quote a flight connection to reach a given place, just add a preferred transport mode clicking on the leg between two places or drag & drop a transport mode if the icon is made available in the Travel Builder section.

I cannot login

If you have signed up through Facebook or Twitter, you should sign in through this social login.
If you have signed up with mail and password, please check your password since it is case-sensitive. Make sure that you properly use uppercase and lowercase characters when entering your password.
You can set a new password at any time by using the following “Forgot your password?” link:

https://www.wayonara.com/#/password-recovery

How can I report offensive content?

If you think a shared content is inappropriate since it is offensive, violates our community guidelines or it infringes your or someone else’s legal rights, you may click on “Report this Shard” link which is made available in the menu which appears clicking on the icon “>” overlaying the given Shard.
Report a Shard

What’s a Draft Tour?

A Draft is a provisional version of your Tour. When you create a Tour, you can keep it confidential until you decide to make it public. “Publish” button is available from the “Edit your presentation” page.
You can also make it editable only for those users who travel with you adding them as passengers just clicking on “Add Users” button. You can make changes both in Draft than Public version but you can’t change transport modes once you’ve booked your tickets.

How can I quote a flight?

If you want to quote a flight or other travel solutions, you have to create a Tour starting from saving a Shard or clicking on “Plan a Tour” link available from the topbar or the user menu.
Once you are in your Travel Builder page, drag a Shard and drop it into the Timeline. After you have built your first route, ex. from Milan to Paris, move your mouse between the leg which link the two destinations. A “+” symbol appears, click on it and select your preferred transport mode. If you click again on the selected transport icon, the quotation page will appear.

Add a Transport

Get a receipt for your booking

If you wish to get a simple receipt, please contact our Customer Care. Please note that we only offer an electronic receipt in PDF format. During the booking process you can check the Invoice radio button and enter your company name, VAT id & address in order to get your receipt.

Refunds on bookings

All refunds on bookings are issued by Wayonara or the company if applicable. When you cancel your flight on Wayonara.com, we process the refund request immediately. Your refund timeline depends on your airline and the type of flight you booked.

Refundable:
– It may take the airline up to 80 days to issue your refund.
– If you have not received your refund after 80 days, call the airline directly.
– Once your refund is processed, your bank may take 7 days to post the credit to your account, and 2 billing cycles to show on your statement.
– To check the status of your refund / credit, contact your bank / credit card company 7 days after we process your refund.

Non-refundable:
– If you cancelled a non-refundable ticket or reservation, you will not receive any refund.
– You may have 3-12 months from the original booking or travel date (not cancellation date) to rebook your flight. Check the ticket fare rules for details.
– The new flight must be for the same traveler on the same airline.
– Additional rebooking fees may apply.

Non-refundable with extenuating circumstances:
– If you cancelled your non-refundable flight due to extenuating circumstances, it may take the airline up to 180 days to issue your refund.
– The airline will require additional documentation to verify the reasons for cancelling.

When will I get my refund?

Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will always show Wayonara or Nextop somewhere in the subject line.

Redeem credits

Once you have collected Wayonara credits, you’ll get a credit to redeem at an eligible hotel. Only some prepaid hotels are eligible. The value of your credit depends on the numbers of referred users who subscribed thanks to Wayonara referral program.

To redeem an hotel credit:
– Sign in to your Wayonara.com account online or via our app.
– Plan a Tour to find an eligible hotel.
– Book your desired room, making sure to select one that can be booked by redeeming credits.
– If your selected hotel offers the option to Pay now or Pay at hotel, choose Pay now.
– In your reservation summary the available credit will be automatically applied.
– The total cost of your booking will now reflect the applicable value of your credit discount.

Good to know
– Credits only apply to Wayonara hotel commission – credit card charges excluded – so it may vary from property to property.
– If you cancel a refundable booking before the hotel’s cancellation deadline, your credit will be lost.

What’s a Draft Tour?

A Draft is a provisional version of your Tour. When you create a Tour, you can keep it confidential until you decide to make it public. “Publish” button is available from the “Edit your presentation” page.
You can also make it editable only for those users who travel with you adding them as passengers just clicking on “Add Users” button. You can make changes both in Draft than Public version but you can’t change transport modes once you’ve booked your tickets.

Vanity URL not available

When you subscribe to Wayonara you could choose a Username, the same which will be used to create the URL to your public profile, for instance www.wayonara.com/YOUR-USERNAME
Usernames may be taken on a “First-come, first-served” basis which is our service policy whereby the requests of users are attended to in the order that they arrived, without other biases or preferences.
Usernames must not violate any Law or infringe our trademark policy or violate our community guidelines (e.g. name of cities).
The fair use of a trademark as a username is not a violation itself, the use of the associated profile page matters instead.
If you have a trademark and someone is impersonating your brand (trying to look like or imply affiliation with your organization) or someone is using your organization’s trademark-protected materials, please contact us.

What is a Trademark Policy violation on Wayonara?

Using another’s trademark in a manner that may mislead or confuse others about your brand affiliation may be a violation of our trademark policy.
Referencing another’s trademark is not automatically a violation of Wayonara’s trademark policy. Examples include:
– Using a trademark in a way that is outside the scope of the trademark registration (e.g. territory, or goods and services identified in the registration).
– Nominative and other fair uses of trademarks are protected uses under our trademark policy, so long as the account is clearly distinguished from the trademark owner. This includes use by resellers in certain regions and accounts engaging in parody, commentary, or news. For more information, see our Trademark Policy.

How does Wayonara respond to trademark reports?

Wayonara reviews each report and do the following:

– If we determine that there is a violation of our trademark policy, we may suspend the account. In some instances, we may give the account holder an opportunity to comply with our policies before suspending the account. For more information, see our Parody, Commentary, and Fan Account Policy.
We may also provide the account holder with your name and information included in the copy of the report.
– If you would like to report a trademark violation in a Wayonara Ad, please visit our Trademark Policy for Promoted Ads to learn more.

Please note that Wayonara only investigates requests that are submitted by the trademark holder or by an authorized representative of the trademark holder. ID card must be provided on request.

How do I report a Trademark Policy violation?

Submit trademark reports through our support form. Using the appropriate form ensures we have all the information necessary to process your report quickly. Please provide all information requested in the form. If you submit a report with incomplete information, we will follow up with you to request that information. Please note that this will result in a delay in processing your report.

If you have trouble using the form, try updating your browser or switching to another browser or email us at copyright at wayonara.com attaching the prove of your rights and your identity card.

Image Copyright infringement

Users on Wayonara may not post copyrighted content to Wayonara, such as photos or videos, unless they own or are allowed to post the copyrighted content. If someone has posted your original work without your permission, you may want to seek legal guidance to find out if your rights have been infringed.
Please keep in mind that you don’t own the copyright to a photo just because you appear in it. For example, if someone else takes a photo of you that you don’t like and posts it to Wayonara, that isn’t a violation of your copyright under most circumstances.

What is Copyright?

Copyright for photographers means owning property. With ownership, you get certain exclusive rights to that property. For photographic copyrights, the ownership rights include:
– to reproduce the photograph;
– to prepare derivative works based upon the photograph;
– to distribute copies of the photograph to the public by sale or other transfer of ownership, or by rental, lease, or lending;
– to display the photograph publicly.

How do I report a claim of Copyright infringement?

Be aware of the serious legal consequences when submitting a claim of copyright infringement. Before you report a claim of copyright infringement to us, you may want to reach out to the person posting the content. You may be able to resolve the issue simply by bringing it to their attention without contacting Wayonara at all.
If you’re not sure whether the content you’re reporting is infringing your legal rights, you may want to seek legal guidance. Keep in mind that submitting intentionally misleading reports of infringement may be punishable under the IP Laws in many countries.
If you believe your copyright is being infringed, the fastest and easiest way to report that to us is to fill out this online form. You do not need a Wayonara account to submit a report. Alternatively, you can choose to use traditional (and slower) methods, such as mail, to contact our designated agent. In that case, make sure you send us a complete copyright claim.

How do I report a Shard?

If you are sure a Shard you’re reporting is infringing your or someone else’s legal rights, you may click on “Report this Shard” link which is made available in the menu which appears clicking on the icon > overlaying the given Shard.
Report a Shard

Hotel booking confirmation

When you book a hotel, you will receive a confirmation email containing your itinerary, and your booking will be visible in your Wayonara.com account. You will not receive further confirmation from the hotel or Wayonara.com.
We recommend to print out email confirmation and bring it to you.

Special requests

Depending on the property, you can make special requests (such as a late check-in time or a rollaway bed) as you book your hotel room. Wayonara.com will pass your requests along to the hotel, but we cannot guarantee availability for the room type and rate you requested. You may wish to call the hotel directly prior to your stay to confirm availability.

Cancellation policy

When searching for the room rate, booking conditions will be right under the room type description. To check further, you can also click on the “Book it!” button which will direct you to the booking form. The cancellation policy/booking conditions is made available in the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via customer service the cancellation policy will be sent via email upon cancellation. Note: Details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc.
Typically pre-paid reservations are non refundable. Please read this carefully before submitting your booking.

When will I get my refund?

Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will always show Wayonara or Nextop somewhere in the subject line.

Redeem credits

Once you have collected Wayonara credits, you’ll get a credit to redeem at an eligible hotel. Only some prepaid hotels are eligible. The value of your credit depends on the numbers of referred users who subscribed thanks to Wayonara referral program.

To redeem an hotel credit:
– Sign in to your Wayonara.com account online or via our app.
– Plan a Tour to find an eligible hotel.
– Book your desired room, making sure to select one that can be booked by redeeming credits.
– If your selected hotel offers the option to Pay now or Pay at hotel, choose Pay now.
– In your reservation summary the available credit will be automatically applied.
– The total cost of your booking will now reflect the applicable value of your credit discount.

Good to know
– Credits only apply to Wayonara hotel commission – credit card charges excluded – so it may vary from property to property.
– If you cancel a refundable booking before the hotel’s cancellation deadline, your credit will be lost.

Check in for your flight

Check in is needed for all flights sold by Wayonara. You can usually check in online up to 24 hours departure dpending on your airline.
To check in online, please do it directly from the airline company’s website or use its mobile app if available.
After a reservation, Wayonara provides you an Itinerary Reference and the Airline-issued PNR (a 6-character confirmation code from your itinerary). You will need information from your itinerary to check in. We recommend to print your booking confirmation.
You may also need:

  • Traveler name
  • Flight number
  • Departure city
  • Check in online

You may also choose to check in at the airport (usually additional fees apply). In this case you will need:
A valid government-issued photo ID
Your flight informations.

Remember you should plan to arrive at the airport at least 1-2 hours before departure for domestic flights, and at least 2-3 hours before departure for international flights.
Plan to arrive earlier if you are checking bags, or when you are traveling out of a major airport during peak periods.
You will need your boarding pass and a government-issued photo ID to go through airport security. Check with your airline for any other required documents.
The name on your government-issued photo ID must match the name on your flight booking.

Change your flight booking

To change or rebook your flight, please contact the Airline’s customer care or Wayonara. To cancel your flight please contact our Customer Care.
Rebooked flights must be for the same traveler and on the same airline as the original booking.
For refund informations, please read the Refunds policy applied by the airline available on the website or contact our Customer Care.
If you purchased the Flight Cancellation Plan, you have coverage for certain types of changes and cancellations. Check your plan for details.
Additional charges on rebooked flights may include:
– Airline change fee and
– Difference in airfare, if the cost of your new flight exceeds your flight credit
If you find a mistake with your booking, such as an incorrect traveler name, keep the following in mind:
The name on your flight booking must match the name on your government-issued photo ID.
Most airlines allow for corrections to misspellings, nicknames (e.g. Thomas/Tom, Elizabeth/Liz), but do not allow name changes to another person. Changing the name on your flight booking may incur airline change fees and require payment of any difference in fare.

Requiring special assistance

For requiring special assistance, please contact our Customer Care.
Some requests such as wheelchair assistance, traveling with pets, oversized bags, special meals can be handled directly by our Customer Care. But not all services can be booked by us due to airlines restrictions.
Please keep in mind that some services or accommodations may require 48-hour advance notice and check-in one hour before the check-in time for the general public.

Baggage allowances

Before you travel, please make sure you check your baggage allowance with the airline you are flying with. Airlines often change their baggage information, so it’s worth double checking before you fly.
Baggage allowances are the limits imposed by airlines on luggage amounts that can be stored by passengers. Additional charges may be applied for excess baggage. With the regulations on air travel and baggage allowances changing constantly – you MUST check the most recent regulations before you take any trip or holiday. It’s worth noting any differences between airlines if your journey involves multiple carriers and also the type of flight ticket you have purchased as the baggage allowance can vary.

Airlines set the rules for how many bags you may check in and for possible related charges. The rules vary according to frequent flyer status, the product you have purchased and the route upon which you fly.
According to IATA your bag should weigh less than 23KG/50LBS. This is an international regulation set for the health and safety of airport workers who have to lift hundreds of bags daily. If your bag weighs more than this, you may be asked to repack, or have it labeled as “heavy luggage”. The maximum weight however is 32KG/70LBS in the EU and the US. Some airlines impose lower limits. Refer to the airline website and your conditions of carriage.

Wayonara cannot be held liable for any baggage charges occurred at the airport, please check your e-ticket at time of booking.

Dangerous goods and baggage

Some governments have directed that for safety reasons, all knives, sharp objects or cutting implements of any kind and of any length, whether of metal or other material, and some sporting goods must be packed in checked baggage. They cannot be carried in the cabin baggage nor on your person.

These items include (but are not limited to) knives (including household cutlery) and knife-like objects, box cutters, corkscrews, straight razors, metal nail files, scissors of any kind and of any length, dangerous goods (hazardous materials (unless approved)), tradesmen’s tools, hypodermic needles (unless required for medical reasons), knitting needles, other sharp pointed/penetrating objects and sporting goods such as bats, bows and arrows, cues, darts, golf clubs and sling shots (catapults), martial arts devices, real/toy/replica weapons (whether plastic or metal). These articles are likely to be removed and not returned.

If you require the use of medical syringes in flight, such as for insulin, you need documented proof of the medical need and ensure that the material is professionally packed and labelled. If it is not, the medication is likely to be removed.
Some items cannot be carried in checked baggage – for instance gas canisters, lighters, fireworks. If you are concerned that something that you wish to pack may not be allowed, check with your airline. Items that are considered to be too dangerous for checked baggage will be removed and probably not returned to you.

Check with our Customer Care or directly with the airline concerned.

Cabin baggage

Cabin baggage allowance may vary from airline to airline. Typically you can carry one cabin bag weighing up to 10 kg with maximum dimensions of 55cm x 40cm x 20cm, plus 1 small bag up to 35 x 20 x 20 onboard the aircraft.
Due to cabin space limitations only 90 large cabin bags (55 x 40 x 20 cms) can be carried in the cabin, any bags remaining will be carried free of charge in the aircraft hold.
Usually there is no cabin bag allowance for an infant (aged 8 days to 23 months) travelling on an adult’s lap; however a baby bag up to 5kg may be carried by the accompanying adult in addition to their own cabin bag allowance.
Oversized cabin baggage will be refused at the boarding gate, or where available, placed in the hold of the aircraft for a fee. If you are unsure whether your bag is the correct size, check it at the Bag Drop desk before going through security.

Traveling with infants and children

An infant is less than 2 years of age and a child is 2 years of age or older. Please contact our Customer Care to book a ticket for infants, reserve an on-board bassinets, special meals, and learn more about the use of strollers and the possibility of booking a seat for children up to two years old.
For passengers under 14 years of age (on domestic flights) and under 15 years of age (on international flights) traveling alone or accompanied by another minor or by an adult in a different seating class, airlines may provide a special “Unaccompanied Minor” service.
Just one infant per adult can be included in a flight reservation. An infant can sit on an adult’s lap (an infant seat belt is provided by the cabin crew)

Good to know

– Make sure you have all the necessary documents required by local law and by the law of the country the child is traveling to.
– We encourage you to request for a bassinet when you book an infant ticket, as only a limited number of bassinets are available on board and offered on a first-come, first-served basis.
– Each bassinet should measure at 768mm (L) x 298mm (W) x 158mm (H), and can support a maximum weight of 14kg.
– It’s important to note that infants aged 7 days and under cannot be accepted for travel on Ryanair flights.
– Infants (aged 8 days to 23 months inclusive) travelling with us must be accompanied by an adult aged 16 or over (one infant per adult).
– Depending on the airline a baby bag up to 5kg can be also carried by the accompanying adult in addition to their own cabin bag allowance. However there is no checked baggage allowance for infants seated on an adult’s lap.
– If an infant reaches the age of 2 years prior to their return journey, you must pay the applicable adult fare, taxes, fees and charges for that flight, please contact our call centre to book.
– Depending on the airline you can carry 2 items of baby equipment free of charge per child – 1 pushchair plus one of the following items: car seat or booster seat or travelcot.
– Depending on the airline on arrival at the airport the 2 free items of baby equipment can be tagged for travel at a Bag Drop Desk, which close 40 minutes before the scheduled flight departure time.
– 

Depending on the airline children’s pushchairs can be used up to the aircraft steps and after landing the pushchair will be available at the aircraft steps (provided local conditions permit this).
– There are baby changing facilities onboard located at the rear of the aircraft. Cabin crew can warm baby bottles if required.
– Depending on the airline other items of baby equipment in addition to the 2 free items can be checked-in upon payment of an Infant/Child Equipment Fee (maximum weight 20 kgs).



Refunds on bookings

All refunds on bookings are issued by Wayonara or the company if applicable. When you cancel your flight on Wayonara.com, we process the refund request immediately. Your refund timeline depends on your airline and the type of flight you booked.

Refundable:
– It may take the airline up to 80 days to issue your refund.
– If you have not received your refund after 80 days, call the airline directly.
– Once your refund is processed, your bank may take 7 days to post the credit to your account, and 2 billing cycles to show on your statement.
– To check the status of your refund / credit, contact your bank / credit card company 7 days after we process your refund.

Non-refundable:
– If you cancelled a non-refundable ticket or reservation, you will not receive any refund.
– You may have 3-12 months from the original booking or travel date (not cancellation date) to rebook your flight. Check the ticket fare rules for details.
– The new flight must be for the same traveler on the same airline.
– Additional rebooking fees may apply.

Non-refundable with extenuating circumstances:
– If you cancelled your non-refundable flight due to extenuating circumstances, it may take the airline up to 180 days to issue your refund.
– The airline will require additional documentation to verify the reasons for cancelling.

When will I get my refund?

Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customers account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will always show Wayonara or Nextop somewhere in the subject line.

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