Frequently asked questions
How bookings work, what gets approved, what you are charged, and how to run your team. Straight answers, no runaround.
What Mazaya is, joining your company, roles and plans.
Mazaya is a business travel platform built for companies in the Middle East. Your team searches, books and manages flights and hotel stays in one place, with your company's travel policy and approvals built into every booking. You also get MAI, an AI assistant that can plan and book for you.
Your admin invites you by email or shares a company join link. Open the invitation, sign up with your work email, and you land directly in your company's workspace with your role and travel policy already applied. If you didn't receive an invite, ask your company admin.
There are four roles. Super Admins run the company account end to end. Billing Admins manage payment and invoices. Booking Managers can book on behalf of other employees. Employees book their own trips within policy. Admins assign roles from Settings, and a person's role decides what they see across the platform.
You can start free and invite up to 20 employees. You pay for the trips you book; paid plans add more seats and services like the concierge travel desk. Full pricing lives on our website, and our team is happy to walk you through the right plan.
Searching, booking, approvals, tickets, changes and cancellations.
Open Flights, choose round trip or one way, pick your airports and dates, then search. Results show live fares with your company policy applied. Pick a flight, confirm traveller details, and pay or send for approval. You can also just ask MAI: "Book me a flight to Riyadh on Tuesday."
That depends on your company's approval workflow. Some companies let you book instantly within policy; others route bookings to an approver first. When approval is needed you'll see it at checkout, your request goes to the right approver, and you're notified the moment they decide.
Open the booking under My Flights to see what its fare allows. Where the fare permits changes or refunds you can request them right there; where it doesn't, our support team can advise on options. Rules vary by airline and fare, so always check the fare conditions shown before you book.
Once the airline issues your ticket, the booking in My Flights shows your ticket numbers and full itinerary, and a confirmation email lands in your inbox. If a booking still shows as processing, the ticket is on its way. You'll be notified as soon as it's issued.
Hotels, rooms and guests, and cancellation terms.
Open Stays, choose your destination, dates, and guests and rooms, then search. Browse results on the list or the map, open a hotel to compare room types and cancellation terms, and book the rate that fits. Prices shown are the final rates for your company.
Yes. The Guests & rooms selector lets you set up to four rooms and add children with their ages per room. Hotels price children by age, so accurate ages get you accurate rates, and the room split you search with is exactly what gets booked.
Every rate shows its own terms before you book: many allow free cancellation until a stated date, others are non-refundable in exchange for a lower price. After booking, the exact cancellation schedule is on the booking page under My Stays.
How policies apply and who signs off on what.
A travel policy is your company's set of booking rules: budgets per trip, allowed cabin classes, and similar limits. Mazaya applies it as you search, so options are labelled in or out of policy and you always know where a booking stands before you commit.
Your company defines approval workflows per team and role, typically a Super Admin or Booking Manager. When your booking needs a sign-off it goes to the assigned approver automatically, and you can follow its status under Requests.
You can still request it. Out-of-policy options are labelled, not hidden: the booking goes to your approver with the policy difference clearly shown, and they decide. That keeps urgent, legitimate exceptions possible without breaking the rules silently.
How payment works, invoices, receipts and fees.
Companies pay by card at checkout, and eligible companies can move to consolidated invoicing. Payment happens only when a booking is actually made. There is a clear price breakdown before you confirm, and every charge maps to a specific booking.
Billing Admins and Super Admins find all payment records under Settings → Billing, and each booking carries its own price breakdown on its details page. Confirmation emails double as receipts for individual trips.
Any service or processing fee is shown line by line in the price breakdown before you pay, never after. What you see at checkout is exactly what your company is charged.
Invites, roles, departments and offboarding.
From Settings → Employees you can invite people one by one, upload a CSV for bulk invites, or share a company join link. Each invite carries the person's role and department, so they arrive with the right access from day one.
Settings → Team Structure is where you define departments and company roles; Settings → Employees is where you assign them per person. Travel policies and approval workflows can then target specific teams, so structure pays off immediately.
Super Admins can deactivate an employee from Settings → Employees. Their access ends immediately; the company's booking history stays intact for your records.
Multi-city trips, groups, long stays and special requests.
The concierge is our human travel desk for trips that don't fit a search box: multi-city itineraries, group travel, long stays, and special requests. You describe what you need, and our team plans it, prices it, and books it once you approve.
Multi-city business trips, group bookings for events or offsites, monthly-and-longer stays, and anything unusual: visa-sensitive routings, tight connections, specific hotels. If it's travel and it's complicated, it's concierge territory.
You'll get a first response with options or clarifying questions within business hours, usually the same day. Nothing is ever booked without your explicit approval of the plan and the price.
Passwords, language and theme, and how your data is protected.
On the login page choose "Forgot password" and we'll email you a secure reset link. If you signed in with Google, use the Google button instead. There is no separate password to reset.
Yes to both. Mazaya is fully bilingual: real Arabic with a proper right-to-left interface, not a translated veneer. Every screen supports light and dark themes, and you can switch either any time from your account menu.
Company data is isolated per organisation and protected with row-level security. One company can never see another's people, trips or spend. Payments are processed by certified payment providers; we never store card numbers ourselves.