Customer information
Delivery & Confirmation
Travel documents are delivered digitally. A submitted request and a confirmed journey are different stages.
Effective 07/09/26 Policy version 2026-09-07
At a glance
Check your secure booking page for status and documents. Payment alone is not an issued ticket, hotel voucher, approved visa or confirmed package.
Digital delivery, wherever you are
Services are primarily delivered through your secure booking or checkout page, with email and support follow-up where applicable. The same digital process applies inside and outside Dhaka; physical-goods courier timelines do not apply to e-tickets or vouchers.
Verify your email and phone before submission. Check your account and spam folder if a message is missing. Contact support immediately if departure or check-in is approaching and required documents are unavailable.
Flights and hotels: confirmation timing
E-ticket documents become available after successful airline issuance and receipt of confirmation by our system. A PNR hold has its own time limit and is not an e-ticket. Hotel confirmation is delivered after the selected property or provider confirms the reservation.
Automatic processing can complete during checkout. Payment review, supplier delays and manual operations may extend confirmation. The service-specific confirmation deadline or time limit displayed in your booking applies. For cases requiring review, our team provides the expected completion time before you rely on the reservation.
Package and visa-service timelines
An unpaid quote or visa enquiry records your request, not a guaranteed permit, reserved place or confirmed availability. Our team communicates the reviewed scope, price, payment schedule and expected confirmation or processing timeframe before a payable service is agreed.
The agreed itinerary states travel dates. Visa and permit timings depend on the authority and completed documents; we cannot guarantee an authority's decision date. Original-document collection, physical handover and delivery fees must be agreed separately before submission.
Pending payments and availability
Bank payments need verification; online payments require validation of transaction, amount and currency. An uploaded receipt or successful gateway return page does not itself confirm delivery.
Unavailable inventory is not a confirmed booking. Where suppliers do not publish remaining quantity, availability is checked for the requested dates and before confirmation rather than replaced with invented stock. The Return & Refund Policy applies if a purchased service cannot be delivered.
Missing documents or urgent travel
Call +880 1844 583103 or email support@otwtrips.com with your booking reference, travel date and missing document. Do not send passwords or card security details. For changes or cancellation, contact us before the supplier deadline.