What to Bring When Visiting an Airline Ticket Office

Nothing is more frustrating than making the trip to an airline office only to be told you are missing a document. Whether you are changing a flight, claiming a refund, or sorting out a baggage problem, here is exactly what to bring.

Essential Documents (Always Bring These)

• Valid Passport or National ID — Required for any identity verification. Make sure it is not expired.
• Booking Reference / PNR — Your 6-character booking code, found in your confirmation email. Without this, the agent cannot pull up your reservation.
• Printed or Digital Ticket — Have the e-ticket number (13 digits starting with the airline's code) available. Take a screenshot so you have it even without internet access.
• Credit or Debit Card — Bring the same card used for the original booking. Many airlines will only refund to the original payment method and may need to verify the card physically.

For Ticket Changes or Rebooking

• A note of your preferred new travel dates and times (having flexibility helps the agent find options faster).
• Any medical certificates if you are requesting a fee waiver for a change due to illness.
• Death certificate or obituary if requesting a bereavement fare exception.

For Baggage Claims

• Property Irregularity Report (PIR) — This form is issued at the airport when you report missing baggage. Never leave the airport without it.
• Baggage tag receipts — Attached to your boarding pass at check-in.
• Photos of your bag and its contents, if available.
• Receipts for any emergency purchases made due to delayed baggage.

For Refund Requests

• Original ticket or e-ticket number.
• Bank account details if you prefer a bank transfer refund.
• Supporting documents if claiming under special circumstances (medical, visa refusal, etc.).

For Unaccompanied Minors

• Child's passport.
• Both parent/guardian ID documents.
• Contact details for the person receiving the child at the destination.
• Signed consent letter from the absent parent (if applicable).

General Tips

• Carry both digital and printed copies of all documents — some offices do not have reliable printers.
• Write down the full names of any agents you speak with and note the time of your visit.
• Ask for a stamped reference number for any claim or request made in person.
• Check the office's working hours on Airline Offices Finder before you go — many city offices close early on Saturdays and are closed Sundays.

Being prepared means your visit will be quicker, more productive, and far less stressful. With the right documents in hand, most airline office visits are resolved in a single appointment.