Why isn't my credit/debit card being accepted?

To prevent credit card fraud we use an Address Verification System (AVS) provided by the banking industry. 

It matches the address you enter with the address they have on file for you.

In an attempt to prevent fraud, your transaction might be declined if the address you enter doesn't match with the one they have on file for you.

If your transaction is declined, there are several things you can do:

  1. Return your seatback to the upright position and stow your tray table in the locked position
  2. Confirm the address you entered is the same as the billing address or statement address for your bank or credit card
  3. Make sure the zip code or postal code you entered is correct and that it matches with the one your bank or credit card company has for you

Try to make your purchase again. Or, call us if you're still having trouble.

  • Note: Some banks in other countries don't offer this service and so your card may be declined because we are unable to verify the address.

Pending Hold/Duplicate Charge

Even though we declined the transaction the charge may temporarily appear on your bank account or credit card account when you look online or you may see a duplicate charge. This is called a pending hold.

Because the transaction declined, we will not be collecting the funds. Your bank/credit card company is the one holding those funds and they sometimes take 2-3 business days to release those funds and the duplicate charge. In this case, please contact your bank/credit card company to get them released.



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