Question 1

What should I do after checking in?

Accepted Answer

After you’ve checked in, please ensure you’ve received your boarding passes. If you checked in online, print your boarding passes or save them on your mobile before going to the airport, as some airlines charge for this service in-person.

If you’re bringing baggage on board, please keep in mind that each airline has size and weight allowances for carry-on baggage, as well as a list of prohibited items. For general information on cabin baggage regulations, visit 'My Bookings'under the 'Check-in' tab, and for specific regulations, you can check the airline’s website.

If you have checked baggage included in your trip, you can still check in online but will need to drop your baggage off at the designated area in the airport. Depending on the airline and airport, you may be asked to do this yourself, or the airline may arrange this for you at the check-in desk.

Question 2

How do I cancel my check-in?

Accepted Answer

Some airlines offer the option to cancel your check-in on their website. You can also contact the airline directly. Please note that you will need your booking reference number, which can be found in “My Bookings”.

Question 3

How long before a flight should I be at the airport?

Accepted Answer

It is generally recommended to arrive at the airport at least 2 hours before a domestic flight and 3 hours before an international flight. However, please check your airline’s guidelines for their specific recommendation.

Question 4

Is mobile check-in available for my flight?

Accepted Answer

Most airlines offer mobile apps that allow you to check in, select seats, and access your boarding passes. Please check your airline’s website for information about their mobile services.

Question 5

How do I check in for my flight?

Accepted Answer

You can check in for your flight online or at the airport. Online check-in is usually available 24-48 hours before departure and closes a few hours prior to take-off. Please check the airline's website for details, as policies may differ.

Please also keep in mind that some airlines charge extra fees for airport check-in, and you will be required to be there well in advance.

You can check in using the booking reference number found in 'My Bookings' under the 'Check-in' tab. You can also add our Check-in service to your trip, and we will handle all your check-ins for you.

Once you have checked in, you will receive your boarding passes. If you checked in online, don't forget to print your boarding passes, or download them on your mobile.

Question 6

I have purchased the Check-in service. How does it work?

Accepted Answer

If you purchased our Check-in service, we will check you in for all your flights and send you the boarding passes via email. Your boarding passes will be available no later than 6 hours before departure. Remember to check your spam folder If you can't find them in your inbox.

If you do not receive your boarding passes for any reason, we recommend that you carry out the check-in yourself.

If your flights have been rebooked or updated at any point, the Check-in service will not work and will need to be repurchased. Note that you may receive an email in reference to your original flights, which you can simply ignore.

Question 7

Can I change my seat(s) after check-in?

Accepted Answer

While it is usually possible to change seats after checking in, it depends on the airline’s policies. Some airlines allow seat changes through their website or app, while others may require you to contact their customer service or make changes at the airport.

Question 8

Can I add extra services to my booking after checking in?

Accepted Answer

Depending on the airline, you may be able to add extra services after check-in. These services may not appear on your boarding passes, but will be visible to airline representatives in their booking system.

Question 9

How many times do I need to check in for a trip?

Accepted Answer

If you’ve booked a return trip, you will need to check in both for your outbound and inbound flights.

Meanwhile, if you have a combination of flight bookings with separate tickets, you will need to check in for each flight separately.

You can find comprehensive information about the available check-in options in 'My Bookings' under the 'Check-in' tab.

You can also add our Check-in service to your trip, and we will handle all your check-ins for you.

Question 10

What should I do if I can’t check in online?

Accepted Answer

If the airline changed your flight or a technical issue occurred, you may not be able to check in online. Moreover, for some destinations, online check-in is not available due to travel restrictions. In such cases, you will need to check in at the airport.

If you are at all uncertain about how to proceed, please refer to the check-in guidelines on the airline's website, or contact the airline directly for additional information.

Question 11

Can I change or cancel my booking after checking in?

Accepted Answer

If you’d like to change or cancel your booking, you must first cancel your check-in. Some airlines offer the option to cancel the check-in on their website. Alternatively, if you are at the airport, you can speak to an airline representative directly. Once your check-in is canceled, please reach out to us to change or cancel your trip.

Question 12

What should I do if I lose my boarding pass?

Accepted Answer

If your boarding passes are lost or misplaced, you won’t be allowed to board the plane. However, you can usually reprint your passes at the airport kiosk or check-in counter. Alternatively, you can download your boarding passes on your mobile device.

Question 13

How will I know about a flight schedule change?

Accepted Answer

Your flight status can be found on the airline’s website; check it often to avoid last-minute complications.

We and/or the airline will inform you of any schedule change via email and/or SMS. If you find out about a schedule change on your own, please contact us so we can assist you.

In cases in which the airline does not notify us of any changes, you may be asked to contact the airline directly.

Please keep in mind that it is the traveler’s responsibility to stay updated about changes to the flight schedule.

Question 14

The airline has changed my flight; whom should I contact?

Accepted Answer

When it comes to a schedule change, Gotogate support usually contacts you via email and the only thing you need to do is reply to us.

If you find your flight is disrupted by a schedule change or if the airline has informed you beforehand, contact us to find out about your available options.

In some cases, you may be asked to contact the airline directly in order to proceed. Schedule change inquiries can be made by phone or chat.

Our chat is available 24/7 in your preferred language, ensuring you can get help whenever and however you need it.

Question 15

My flight has been changed/canceled; what are my options?

Accepted Answer

Alternative Flight: Generally, the airline will offer an alternative option for the affected flight(s). Depending on the nature of the schedule change, you may be asked to confirm the new flight option. Once your itinerary has been updated, we will send a revised copy to the email address used when making your booking.

If the alternative flight does not work for you, we can help you find a new one. Kindly note that we may charge a fee for this service.

Once your itinerary has been updated, we’ll send the new flight details to the email address used when making your booking.

Refund: A full refund of the affected flight(s) may be possible, depending on the schedule change and the airline’s policies.

Please contact us to confirm whether a refund is possible, and we will request it from the airline on your behalf. You also have the option of reaching out directly to the airline to request a refund.

If the airline approves the refund, we will return the funds to your original form of payment once it has been processed.

Keep in mind that some airlines may offer a refund in the form of an open ticket or voucher. This means that you will receive credit equivalent to the value of your original ticket, which you can use to book a new trip or retain for future use.

Note that certain add-on products may be non-refundable or non-transferable.

Compensation: According to European law, if you are traveling into or out of the EU, or with an EU airline, you may have the right to compensation.

In general, airlines will provide compensation as their policies allow. Please contact the airline to learn more about your rights.

Question 16

How do I use my travel voucher/open ticket?

Accepted Answer

Travel Voucher:

Depending on the airline’s policy, travel vouchers may be issued by us or by the airline. If your voucher was issued by the airline, you will need to contact them directly for instructions on how to redeem it.

Vouchers have their own number and are usually valid for a year from the date of issue. The value of the voucher is equivalent to that of your original ticket and can be used to book a new trip with the same airline. If your new ticket is more expensive than the original, you will need to pay the difference. If the new ticket is cheaper, the remaining amount of the voucher is non-refundable and cannot be used later.

Some airlines allow you to transfer vouchers to another person. Please contact us or the airline to determine if this is an available option.

To redeem a voucher issued by us, please contact us.

Open Ticket:

Some airlines allow you to leave your ticket open for future use. An open ticket is your original ticket, with extended validity. The period of validity for open tickets varies by airline, but is usually 1 year from the date of issue.

Depending on the airline's policies, you may be able to change your flight route using your open ticket, although regulations, including seasonal restrictions, may apply. Note that you cannot change airlines when using an open ticket.

Please contact us if you want to change your flight to a new date using your open ticket. Remember that you may be required to pay any fare/tax difference when rebooking.

Any purchased services from your original flight (seats, baggage, etc.) will not be transferred to your new booking and must be purchased again, with the exception of ‘Flexible Ticket’ and ‘Travel Insurance.’

Question 17

What is the difference between hand baggage and checked baggage?

Accepted Answer

Hand baggage refers to the bags that travelers take with them onto the plane and store in the overhead compartments. Checked baggage refers to bags or cases that are checked in at the airport and transported in the cargo hold of the plane.

Airlines have specific size and weight restrictions for hand and checked baggage, along with a list of prohibited items. For further information, please refer to the guidelines on the airline’s website.

Question 18

What items are not allowed in checked baggage?

Accepted Answer

Prohibited items vary by airline and country. Generally, explosive and flammable items, corrosive and toxic substances, and electronic cigarettes are not permitted in checked baggage. For a comprehensive list of restricted items, please refer to the airline’s website.

Question 19

What items are not allowed in hand baggage?

Accepted Answer

Prohibited items vary by airline and country. Generally, explosive and flammable items, corrosive and toxic substances, sharp objects, firearms, and weapons are not permitted in hand baggage. Additionally, liquids, aerosols, and gels must be placed in clear, resealable plastic bags and must not exceed 100ml per item.

Question 20

Can I carry liquids in my hand baggage?

Accepted Answer

Any liquids, aerosols, and gels in your hand baggage must be placed in clear, resealable plastic bags and must not exceed 100ml per item. Regulations may vary by airline and destination, so please check with your airline for detailed guidelines.

Question 21

What is the size and weight limit for checked baggage?

Accepted Answer

Every airline has its own baggage weight and size restrictions, which vary according to ticket class and destination. All baggage details are displayed on our website during booking, as well as in ‘My Bookings' under the 'Check-in' tab.

For information on the airline’s specific checked baggage allowances, please consult their website.

Question 22

Is there a size and weight limit for hand baggage?

Accepted Answer

Yes, every airline has weight and size restrictions for hand baggage, which vary according to ticket class and destination. All baggage details are displayed on our website during booking, as well as in 'My Bookings' under the 'Check-in' tab.

For information on the airline’s specific hand baggage allowances, please consult their website.

Question 23

Can I bring special items and sports equipment on a plane?

Accepted Answer

Certain sports equipment and special items are permitted on the plane. However, you cannot add these items during the booking process, only once booking is complete. Please contact us or the airline(s) directly for more information.

Question 24

How do I add extra baggage to my booking?

Accepted Answer

In most cases, you have the option to add baggage during the booking process. If you wish to add baggage after you have made the booking, before the scheduled departure of your flight, please visit ‘My Bookings' under the 'Check-in' tab, or contact us.

Question 25

Do I need to recheck my baggage on a connecting flight?

Accepted Answer

If you book multiple flights with the same airline on the same ticket, your baggage will most likely be transferred automatically during your layover. However, if your trip includes multiple airlines on the same ticket, then the rules of the airline issuing the ticket will apply.

If you have booked a combination of flights on separate tickets, you will need to pick up and check in your baggage every time you transfer.

If you have booked a Self-Transfer trip, please consult the baggage rules.

For more information, please contact the airline before your trip.

Question 26

What should I do if my baggage goes missing?

Accepted Answer

According to the IATA, if you have missing or lost baggage, the first thing you should do is report it to the baggage claims department of the airport as soon as you arrive at your end destination.

Most airlines use a global baggage tracing system, which will compare your lost items to similar ones that have been reported at airports all over the world. The vast majority of mishandled baggage is returned to the passenger within 48 hours.

If you want to protect your bags while traveling, you can look into our Baggage Service.

Question 27

Do I get compensation if my baggage is delayed?

Accepted Answer

To request compensation for lost, delayed, or stolen baggage, please file a report at the baggage claims department immediately upon your arrival at the airport.

For more information, please contact the airline directly.

In order to protect your bags while traveling, you can look into our Baggage Service.

Question 28

How do I file a claim for damaged baggage?

Accepted Answer

To request compensation for damaged baggage, please file a report at the baggage claims department immediately upon your arrival at the airport.

For more information, please contact the airline directly.

In order to protect your bags while traveling, you can look into our Baggage Service.

Question 29

How does Self-Transfer work on a flight?

Accepted Answer

If you have a booking that includes Self-Transfer, please keep in mind that you may need to check in your baggage to every flight. In addition, the size and weight allowances for hand baggage may differ between the airlines you are traveling with.

Further information about Self-Transfer is available on our website.

Question 30

What should I do if I put the wrong name on my flight ticket?

Accepted Answer

Name Corrections
Airline policies on post-booking name changes vary significantly. Some airlines allow travelers to change the name on their flight ticket if it has been misspelled.

Please note that most airlines that permit name corrections will charge a fee for this service, and our own name correction fees will also apply.

Some airlines even permit traveling with an incorrectly spelled name (around 1-3 letters), provided that:

the pronunciation isn't altered,
the first letter of the name/surname is correct, and
the flight is within Europe

However, this option is not guaranteed and must be confirmed by the airline.

If a booking includes more than one airline, a name change may cause technical issues. It is therefore highly important to verify that the name on your ticket is spelled correctly, as it appears in your passport, when you make the booking.

If you come across an error in any of the names on your tickets, please contact us and we will inform you of your options.

Transferring a ticket to another passenger
As a rule, transferring a ticket to another person is not allowed. However, certain airlines offer exceptions. Please contact us for more information.

Question 31

Can I get a full refund if I cancel my flight?

Accepted Answer

Fare regulations vary from ticket to ticket and are set by the airline(s) offering the flight. Some tickets may have a small cancellation fee attached, and others will be fully non-refundable. In addition, the airline may charge higher fees if you request the cancellation close to or after the scheduled time of departure.

Some airlines will grant a full refund if the booking is canceled on the same day it is made. A full refund may also be offered in case of death, illness or visa rejection. To learn more about the cancellation policy attached to your ticket, please contact us.

Keep in mind that we charge a service fee for flight cancellations.

Question 32

How long do refund requests take to complete?

Accepted Answer

As soon as you confirm your cancelation, we forward it to the airline. Typically, this happens within 6 business days from the time you submit your request. While most airlines process refunds within 7-10 business days, the entire process - from cancelation until we process the payment - can take 15-20 business days

Please note that we have no control over your bank or payment providers' processing times. You can check your refund status in MyBookings under the 'Check-in' tab. Here you will find the most up-to-date information available. Our Support agents won't have any additional details to provide you beyond what is available there.

Question 33

Why haven’t I received my refund yet?

Accepted Answer

If you are entitled to reimbursement, we will issue the refund to the form of payment used during booking. However, efforts to compensate you to the initial form of payment may fail. Below, please find some of the most common reasons for unsuccessful refund payments:

Limitations from our payment providers due to significant time passing since the original transaction date
The bank account is no longer active (could be the one connected to your card)
Technical issues or restrictions related to the selected payment method

In such scenarios, we will most likely send you an email asking for your bank details. We will then ask you to complete a verification process to ensure that you are the owner of the account.

Question 34

How do I cancel my flight ticket?

Accepted Answer

If you want to cancel your ticket, please contact us as early as possible.

In some cases, you may be required to contact the airline directly to have your ticket(s) canceled. Once the airline confirms the cancellation, you can contact us to request a refund. Please keep in mind that we charge a fee for this service.

If you cannot reach us to cancel your ticket before your departure, please contact the airline directly. Please note that if you have more than one airline assigned to your booking, you will need to contact each airline directly to proceed with cancellation. Specific regulations may apply when canceling your ticket close to or after departure, which may affect your compensation eligibility.

Question 35

How can I rebook my flight ticket?

Accepted Answer

Please find the conditions for rebooking in “My Bookings” under the ‘Manage Trip’ tab. For further information, please contact us.

Question 36

Can I change my destination after booking a flight?

Accepted Answer

Depending on the airline’s regulations and the fare conditions, it may be possible to change your destination (re-route). Please check the rules associated with your fare and contact us if you wish to proceed.

Please note that such changes are only possible with the same airline. Travelers are rarely permitted to change from one airline to another.

Question 37

Can I cancel and rebook the same flight at a lower price?

Accepted Answer

According to our Terms and Conditions and standard airline regulations, it is generally only permitted to change your ticket to one of the same flight class or higher. In the rare case that an airline permits downgrading to a lower class, the price difference for the fare will not be refunded.

Sometimes, purchasing a new ticket costs less than rebooking the existing one. This has to do with availability and differences in fare types.

Question 38

What is the cost of rebooking a flight?

Accepted Answer

If the airline permits rebooking, they will charge a fee/penalty. The amount will vary from ticket to ticket, and the fee may be higher if you request to rebook close to or after the departure of your flight. In addition to our rebooking fee, you may have to pay for the difference in fare and for any additional taxes.

Sometimes, purchasing a new ticket costs less than rebooking the current one. This has to do with availability and differences in fare types.

Question 39

I have received an email with a Voucher Code from you, what should I do now?

Accepted Answer

Enter our booking platform via the link provided in your voucher email.
Search for your new trip; note that the new trip must meet the criteria mentioned in the email for the voucher to be valid.
Apply the voucher code on the payment page:
If the voucher is applied successfully, it will look like this:
In the event that any of the required criteria has not been met or the voucher is not valid, you will be given an error message like the following:
Upon successful acceptance of the voucher code you will be notified via email and during the booking flow while we check if the selected flight is available with the carrier.
If the booking is confirmed you will be notified via email – you have now booked a new trip!

If the selected flight is not available you will be notified via email and will have to redo the booking process again. Regarding extra services: If you had added extra services to your original booking, they will not be transferred to your new booking and must be added again. Exception: Travel Insurance – If the original duration of the policy doesn’t change, this product will be transferred to your new booking. Otherwise, the policy will be refunded. Cancellation Insurance – This product will be transferred to your new booking. Flexible Ticket – This product will be transferred to your new booking and will be valid until your new return date. If you have received a voucher directly from the airline you need to contact the customer support of the airline.

Question 40

What payment methods are accepted at Gotogate

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercards, Amex, Discover, Diners, JCB, Carte Bancaire, etc.), as well as a variety of alternative payment methods (PayPal, Apple Pay, Google Pay, Klarna, Affirm, Trustly, Sofort, iDeal, Dotpay, Bancontact, etc.).

When finalizing your booking, all available options will appear on the payment page.

Question 41

What currencies are accepted at Gotogate

Accepted Answer

We support over 35 currencies. When paying on our website, you will be charged in the currency displayed on the payment page. In rare instances, this may differ from the currency shown when booking. Such changes will be clearly stated when finalizing your payment.

As an agency, we do not apply currency conversion to transactions. For questions related to exchange fees, please refer to the FAQ "Why was I charged in a different currency than the one linked to my card?"

Question 42

Does it cost more to pay by card?

Accepted Answer

Certain cards in specific markets may have processing fees.You will find this information clearly displayed on the payment page. If you prefer to avoid such fees, you can use another card or payment method. Please note that card fees are not refundable.

Question 43

Why are you asking for my residential address?

Accepted Answer

Our goal is to provide a smooth booking experience for our customers while requesting as little personal information from them as possible.

However, in some cases, we require more extensive information, including your residential address, to safely authenticate the transaction.

Question 44

My account was charged for a failed booking. When will I get my money back?

Accepted Answer

The handling time for repayments on failed bookings varies depending on the payment method used. In such cases, we will send you an email with detailed information on the repayment process.

If your booking wasn’t confirmed but you cannot find our email in your inbox, please check your spam folder before reaching out to us.

Question 45

Why was I charged in a different currency than the one linked to my card?

Accepted Answer

We’ll always charge you in the currency displayed on the Payment page of our website.

If your payment is billed in a currency not supported by your card, the amount will be converted and the associated fee applied by your bank. Your financial institution may apply additional fees as part of their policies.

Please note that we have no control over the exchange rate, nor the additional fees applied. For more information, please contact your bank directly.

Question 46

Why did the cost of my flight increase?

Accepted Answer

Flight ticket prices may change unexpectedly. If another traveler books the flight you are interested in, the remaining seats (aka the fare) for that particular trip may become more expensive. In such cases, you have the option to not proceed with the booking, but please note that retaining the original price for the flight is not possible.

Question 47

Why is my card being declined?

Accepted Answer

Card payments may be declined for various reasons:

Your bank doesn’t allow online or international transactions (cross-border payments)
The data provided (card number, CVV, name) was incorrect
The credentials provided during the authentication process were incorrect
Your bank has identified unusual spending patterns and has blocked the transaction to protect you
The balance on your card is insufficient, or you have reached your daily spending limit
Your card is not supported on our website
A technical error occurred

When a transaction is declined, you will receive a decline code referring to the issue encountered. However, please contact your bank directly for more information.

Question 48

I get an error message when I try to pay; what should I do?

Accepted Answer

If you receive an error message during payment, this indicates that your booking was not successful. Kindly refer to the FAQ "Why is my card being declined?" for further information.

Before attempting to book again, please check your email (including your spam folder) and your bank account balance to ensure that you have not been charged.

Question 49

What should I do if I'm charged twice for my booking?

Accepted Answer

There are different scenarios in which it will falsely appear that you have been charged more than once:

If you have made multiple payment attempts, you may see these charges reflected on your bank statements. They will be removed automatically, usually within a day, though this depends on your banking institution.

Additionally, a single flight purchase may be split into multiple charges. For instance, if you book a trip for two people for 205 USD, you may see the following charges on your bank statement:

100 USD (ticket 1)
100 USD (ticket 2)
5 USD (agency fee)

It is also possible that you accidentally made a double reservation and have been charged twice as a result. To resolve this issue, please contact us as soon as possible.

Question 50

Where do I find my invoice?

Accepted Answer

After booking your trip, you’ll receive a confirmation email at the address you provided. If you can’t find the confirmation in your inbox, check your spam folder and any other email address you may have entered during the booking process.

If you need a business receipt for your order, go to our website and log into “My Bookings”. In the bottom right corner of the page, you’ll find the option to “create a receipt”.

Question 51

Why is online payment not working for me?

Accepted Answer

Online payment may not work for a number of reasons. Please check your web browser settings to ensure that pop-ups are allowed, so that the transaction windows can open properly during payment. If this does not resolve the issue, please contact your bank directly.

Question 52

Can I request that my refund be sent to a different bank account?

Accepted Answer

Refunds will only be sent to the original form of payment. If the first attempt fails, our Refund Team will contact you via email asking for new payment details. Please note that we will first need to verify your identity to proceed.

Question 53

Why is my voucher not working?

Accepted Answer

This can be due to a number of factors. Your voucher may have expired or may apply only to specific products and services, such as hotels or car rentals. Additionally, in some cases, you may only be able to redeem your voucher if your purchase exceeds a certain amount.

Question 54

What if I don’t receive a booking confirmation email after being charged?

Accepted Answer

If you haven’t received a booking confirmation email, there are several possible explanations:

The confirmation ended up in your spam folder instead of your inbox
You entered the wrong email address when making the booking
Your inbox is full
It’s taking us a little longer than usual to process your booking

If over an hour has passed since you booked and you still can’t find a confirmation in your inbox or spam folder, please contact us.

Question 55

How many passengers can I include in a single booking?

Accepted Answer

You can add up to nine passengers per booking. If you need to include more than nine passengers, please make separate bookings.

Question 56

Can I book a flight a few hours before departure?

Accepted Answer

If a flight is departing in a few hours, it will not appear on the flight list and you will not be able to book it through our website.

However, you may be able to book the flight with the airline directly, or at the airport.

Question 57

Can I book a flight for my unborn baby?

Accepted Answer

You cannot book a ticket for your baby until it is born and has its own passport. Please note that future names for infants are not accepted in bookings.

Additionally, if you have an infant that is turning two years old during a trip, you must pay the child fare for all of its flights.

Question 58

How do I book a ticket for an infant?

Accepted Answer

Children below the age of two should be booked as infants. This means that the infant is not allocated their own seat and must sit on an adult’s lap. If the child turns two during the trip, child tickets must be booked for the entire journey.

Question 59

How do I buy a ticket for an unaccompanied minor?

Accepted Answer

You cannot book a ticket on our website for a child (up to age 18) traveling alone. A ticket for a child must always be booked with an adult ticket. The child discount is applicable only when an adult ticket is purchased.

Question 60

Can I book a flight if I am under 18 years old?

Accepted Answer

You must be over 18 to book a flight on our website. Additionally, you cannot book a trip for a child (up to age 18) traveling alone.

Question 61

Can I add another passenger to my flight after booking?

Accepted Answer

Generally, it is possible to add another passenger after booking your ticket. However, it depends on whether you want to add the person to an existing reservation or create a new one. Please contact us for further information.

Question 62

Can my dog or cat travel with me on the plane?

Accepted Answer

Many airlines allow pets to travel in the cabin or cargo area of the aircraft. However, this depends on several factors, including the size, weight, breed, and vaccination status of the pet, and the regulations of the destination country.

Please consult the airline(s) you are flying with to learn about any applicable restrictions. You can then contact us or the airline(s) to add a pet to your booking.

Question 63

How do I change my email address?

Accepted Answer

Please contact us if you want to change your email address, or if you think you may have made a mistake when registering your email.

Question 64

How do I add special assistance to my booking?

Accepted Answer

Please contact us to learn how to add special assistance to your booking. This could be wheelchair assistance, support in getting from the check-in point to the gate, or assistance in boarding and disembarking the aircraft.

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