ANSWERS QUESTIONS
Frequently Asked Questions
Flight
Yes, you can easily book a flight with any local or international card, debit or even your credit card.
Yes, we provide both domestic and international flight services. Please let us know your travel plan to assist you in finding the preferred flight.
Unfortunately, you cannot hold the booking unless you pay. You instantly need to pay the amount to confirm your purchase made online.
We don't send hard copy receipts by post. We will email your booking details and confirmation to you. Alternatively, you can come to our office for a hard copy of your purchase, and we will provide the hard copy to you.
Search a particular flight from our website to know the specific baggage information for that flight. On the booking page, you will find a section called Baggage policy. Plus, your printed or e-tickets also holds specific luggage details.
Upon notifying us beforehand, we can arrange a wheelchair. However, the cost varies from airport to airport. When you confirm the request, we shall communicate with the concerned personnel for a specific price.
For date reissue/date change of a child's ticket who will be crossing the child age to adult, you will incur additional cost in total care. In addition, a charge of current tickets airfare difference and date changing fee plus any convenience fee will be applicable as per airlines’ policy.
According to the airline's policy, Airfare can fluctuate at any time without any prior notice. If you don't purchase the ticket right away, we cannot ensure the same Airfare next time you search for your destination.
When purchasing ticket from Sonartory, it is mandatory to upload copy of your passport and visa. Failure to provide the required documents will result in cancellation of your booking by Sonartory. Sonartory reserves the right to cancel any booking if the necessary documents are not received within the stipulated time frame.
During an online or an offline transaction there is a convenience fee that customers have to pay. However, there is no extra charge on anything you purchase from Sonartory be it online or offline.
ST Convenience fee is the charge that the customer needs to pay for the support, convenience and service that he/she is availing from the online platforms.
ST Convenience Fee is non-refundable.
Kindly email us at stil.1097@gmail.com for refund and cancellation of the flight tickets. Cancellation and refund policies differ from airline to airline. For cancellation, Sonartory will charge you based on the airline's policy. In addition, BDT 1500 per person is Sonartory's refund service fee, and BDT 500 is the service fee for International Air Tickets. For domestic, Sonartory's refund service fee is BDT 300 per person, and the date change service fee is BDT 200 per person. We entirely follow the airline's refund policy. The airline has the absolute right to the airline's refund policy and can change anytime; Sonartory has no control over the airline's policy.
Kindly email us at stil.1097@gmail.com for changing the date of the flight tickets. As per the individual airline's policy, the process of changing the date differs. Suppose the airline allows changing the flight date. In that case, we charge an airline's date change fee plus the fare difference of your revised flight date from the previously purchased flight’s fare and a service fee of BDT 500 per person for any international air ticket and BDT 200 per person for domestic air ticket within Bangladesh. The airline has the absolute right to the airline's refund policy and can change it anytime; Sonartory has no control over the airline's policy.
We immediately submit any refund to our bank. Our partner banks may take up to 15 working days to complete the procedure from the submission date of a refund request. In addition, some banks may take up to 10-12 banking weeks or even the next billing cycle. For a dual currency refund, your will get converted currency by your credit card company.
Refund Modality: Sonartory will automatically refund the money precisely how it received it. As per the payment modality, the refund process will be the same. However, the customer will incur a service charge or cashout charge for any refund claim through MFS (Mobile Financial Services), e.g. Bkash, Nagad, Rocket, etc. The charge amount is as per MFS's terms and policy.
For LCC flights, users must upload the following documents:
- copy of valid passport
- copy of visa and other necessary documents
When you issue the tickets, you should upload the above documents to avoid cancellation from the respective Airlines (Indigo, Salam Air, etc.)
If the fares increase, the customer must pay the price difference on booked tickets. Alternatively, you will get the refund amount.
Cancellation and refund policies differ from airline to airline.
For cancellation by Airline, Sonartory will not charge any additional fees. For voluntary cancellation charges are applicable and given below.
Domestic Flights
| Type of Service | Airline Charge | ST Service Charge |
|---|---|---|
Refund | As per airlines policy | BDT 300 (Adult) BDT 300 (Child) BDT 0 (Infant) |
Re-issue | As per airlines policy | BDT 200 (Adult) BDT 200 (Child) BDT 0 (Infant) |
Void | As per airlines policy | BDT 300 (Adult) BDT 300 (Child) BDT 0 (Infant) |
Airlines policy wise charges
Biman Bangladesh Airlines
| Refund | Re-issue | ||
|---|---|---|---|
| Before 24 Hours of Flight | Within & After 24 Hours of Flight | Before 24 Hours of Flight | Within & After 24 Hours of Flight |
| 1500 | BDT 2,000 | BDT 1,000 | BDT 1,500 |
Other Airlines
| Refund | More than 24 hours of departure | Within 24 hours of departure | Within 6 hours of departure |
|---|---|---|---|
| Air Astra | BDT 1,500 | BDT 1,800 | BDT 2,000 |
| NOVOAIR | BDT 1,500 | BDT 2,000 | BDT 2,000 |
| US-Bangla Airlines | BDT 1,500 | BDT 1,800 | BDT 2,000 |
Other Airlines
| Re-issue | More than 24 hours of departure | Within 24 hours of departure | Within 6 hours of departure |
|---|---|---|---|
| Air Astra | BDT 1,200 | BDT 1,500 | BDT 2,000 |
| NOVOAIR | BDT 1,200 | BDT 1,500 | BDT 2,000 |
| US-Bangla Airlines | BDT 1,200 | BDT 1,800 | BDT 2,000 |
International Flights
| Type of Service | Airline Charge | ST Service Charge |
|---|---|---|
Refund | As per Airline Policy | BDT 1,500 (Adult) BDT 1,500 (Child) BDT 0 (Infant) |
Re-issue | As per Airline Policy | BDT 500 (Adult) BDT 500 (Child) BDT 0 (Infant) |
VOID | As per Airline Policy | BDT 1000 (Adult) BDT 1,000 (Child) BDT 0 (Infant) |
For cancellations and refunds, we always follow the airline’s refund policy. The airline solely holds the right to change any policy. Sonartory has no control over the airline’s policy.
Hotel
Please follow the steps below for booking on Sonartory
- Click the hotel's tab from our homepage.
- Enter your destination and desired date.
- Click the SEARCH HOTELS button. You'll get a page with a hotel list that is available on your desired date and destination.
-First, click on show details and get the full hotel details. Then select your rooms from the available option.
-Then click Reserve, which will take you to a booking page where you will need to update your information.
-Finally, pay through your card or MFS to complete your purchase.
You will see the room rates as per room choice. You will never see room rent as per person.
You can easily filter hotels to find the best match within your budget. Search for hotels at your desired destination, click on the "Lowest Price" filter, and find the budget hotels for your convenience.
Yes, the room rates include tax, service charge and others.
In the room details section, you will find the cancellation policy for the room. Each room type has different types of cancellation policies.
Room rents are sometimes different on the exact search. And this is because of special discounts, offer prices, promotions and cancellation policy.
You can know if you have received a discount as it shows along with the room's actual rent and your final price after the applicable discount. That is how you will know the availed deal.
Yes, you can easily add an extra baby cot or bed in your desired room. However, you need to notify us beforehand to get the service on time. Plus, an additional charge may apply based on some property available.
Children below 12 years can share a room with their parents. And this will not incur any additional charge. However, this depends solely on the hotel's policy which you will find in the terms and conditions section.
This means when you rent this specific room at that price, you cannot claim a refund even if you want to cancel the room.
Yes, you can reach us through Customer Support or send an email to stil.1097@gmail.com
You can book that preferred room if you can see the room available on our Sonartory website or mobile App.
At a time, you can book a maximum of four rooms. You can book additional rooms on your next booking. You may also contact us for additional booking.
Room rates can change anytime due to the Hotel Authorities' terms and conditions.
Holiday
Whatever price for a holiday you see is always for a single traveller. However, suppose you are travelling as a couple or two-person. In that case, you can also view availability for a minimum of two travellers travelling together.
Yes, you can easily customise any holiday based on your requirements. For such, reach us through Customer Support or send an email to stil.1097@gmail.com
Yes, you can reach us through Customer Support or send an email to stil.1097@gmail.com
No, our holiday prices are not constant. They can change due to airfare differences and hotel price fluctuations. Plus, holiday rates are not applicable for events like Eid, Durga Puja, Christmas, Long Weekends and even New Year's Eve.
Cancellation policies are as follows:
- Cancellation 15 days before the actual date, 50% deduction of the total package cost.
- Cancellation made ten days before the exact date, 75% deduction of the total package cost.
- Cancellation made five days before the actual date, 100% deduction of the total package cost.
You cannot claim a refund for an unutilised service if you have already availed it as part of the itinerary provided.
Any change in the itinerary is possible as per the availability of your purchase. For such amendment, please get in touch with us 72 hrs in advance.
Maximum waiting time at the airport shall be 30 minutes to 1 hour from the flight's touchdown. However, any delay of more than a maximum of 1 hr will incur an additional charge.
Visa
Visa is the documentation required to travel to a foreign country. Types of visas are:
Tourist Visa
Transit Visa
Visitor or Short Stay Visa
Business Visa
Immigrant Visa
Residence Visa
Medical Visa etc.
Visa cost varies from country to country which you are applying to visit. You will incur a visa fee based on the countries’ terms and conditions. However, some countries wave this with a favourable travel arrangement.
We will send a sample invitation letter format when you confirm a booking. Please fill up all the details with a digital signature and share them via email. After receiving the invitation letter, we will apply for Visa at the Embassy. Usually, Embassy takes 4-5 working days for visa approval if additional documents are not required. Once visas are approved, we will share an e-visa via mail to the applicant.
Tourist Visa is a limited period visa required to travel a country for holiday purposes. You can use this Visa for tourist purposes only. For business activities, you cannot use a tourist visa. Visa requirement varies from country to country. Some countries allow visas on arrival for Bangladeshi citizens. At the same time, some other countries require a valid pre-approved travel visa to visit the country.
The E-Visa applying process is entirely online. For this, you don't need to submit your passport or any documents physically. After approval, you will get your Visa via email, and there will be no sticker stamp on your passport.
You must submit your physical passport and other supporting documents to the Embassy for a sticker visa. As soon as you get approval, you will get a sticker visa from Embassy.
Primary documents required for Visa are as follows:
Valid Passport (Minimum validity six months)
Visa Application Form
Passport Sized Photographs
Visa Fees
Bank Statement (Country-wise, six months or more)
Additional requirements can be are as follows:
Driving License
Birth Certificate
Police Verification Certificate
Marriage Certificate
Office/Student Identity
No Objection Letter/Certificate
Travel Ticket and Accommodation Confirmation
We will mail you the e-visa upon visa approval for the countries that issue e-visa.
Most countries usually take around ten (10) working days for sticker visas. For e-visa, it usually takes about five (5) working days. It may vary during the peak travel time of the year.
You can cancel your Visa before your documents are submitted to the Embassy. However, you cannot cancel the visa process after submitting the papers.
If you cancel the Visa before submitting it to the Embassy, you will only get back the visa fee. Sonartory Processing Fee is non-refundable.
No, you cannot claim a refund under any circumstances for the Visa Fee, and Sonartory Processing Fee in case of your visa is rejected.
Yes, you can reapply after rejection. However, it depends on your reason for visa rejection and also after completion of a specific period (Mentioned as per in Embassy Visa Submission guideline)
The passport is considered valid with a validity of at least six (06) months when you intend to depart. Plus, you need to have a minimum of two blank pages for visa stamps along with the old passport.
If you submit your visa application through Sonartory, the Sonartory team will do the tasks on your behalf, including filing your visa request and processing it. Sonartory charges a service fee for processing individual files per country.
In most cases, the Sonartory team will submit the visa application file on behalf of the clients. But for specific countries, clients need to submit their application physically as per the requirement of the Embassies.
Most countries require you to have your photo against a white background. Hence, we suggest that our clients take their pictures against a white backdrop to be on the safe side. Plus, any photographs taken must not be older than three months or used in any other previous visas.
It solely depends on which country you are applying for the Visa. However, most countries generally require a recent six-month bank statement.
Sonartory team will manage bookings of travel tickets & hotel bookings for visa applications if you do the visa requests and process through Sonartory.
Sonartory will manage the Letter of Introduction (LOI), taking necessary information from you if the Visa is processed through Sonartory.
Right now, Sonartory only processes tourist/travel visa and work visa. Do not process/assist in student/business visa.
We provide visa assistance for most first-world countries, including Schengen countries.
Approval/Rejection of Visa is entirely subject to the decision by the Embassy. Sonartory is not liable for visa rejection and holds no authority on approval or rejection of the Visa. If the Embassy requests additional documents, your visa request will be on hold for the time being.
Yes, you can apply for Visa even though you haven't booked your flight tickets. Sonartory will manage the ticket bookings if required for your visa submission.
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