Last updated: 12 September 2026
1. Before you buy
Every quote includes whether the fare can be changed, whether it can be refunded, and what either would cost. If a cheaper fare is non-refundable and a dearer one is flexible, we will tell you both prices and let you choose.
2. Cancelling a ticket we issued
Call us with your booking reference. We will check the fare rules, tell you the exact amount recoverable before filing anything, and file the refund with the airline on your confirmation. Refunds are always returned to the original payment method.
Where the airline permits a refund, the amount is set by the airline and is usually the fare paid less any penalty the fare rules specify. Government taxes are often recoverable even on non-refundable fares — we will file for those where they are.
3. Our service fee
Our service fee covers the work of building, pricing and issuing the booking. Once a ticket has been issued that work has been done, and the fee is non-refundable. The agent tells you the fee before you agree to book.
4. Airline cancellations and significant changes
If the airline cancels your flight or makes a significant schedule change, you are entitled to a rebooking or a refund of the fare and taxes, regardless of the fare type. Statutory compensation — for example under EU261 or comparable rules — is owed by the airline, not by us; we will help you claim it and we take no share of it.
5. Medical and bereavement
Many airlines will waive penalties on production of documentation for a death, serious illness or injury affecting the traveller or an immediate family member. There is no guarantee, but we will always make the request and press it for you.
6. Unused and partly used tickets
A ticket that is not used and not cancelled before departure normally has no residual value beyond recoverable taxes. If you have flown one leg of a return, the remaining leg is usually valued at the difference between the fare paid and the applicable one-way fare, which can be zero.
7. Timing
Airlines set their own processing times, and your bank then takes further time to post the credit. We will give you the airline's case reference so you can track it, and we will chase anything that stalls.
8. Before raising a chargeback
Please talk to us first. A disputed charge freezes the ticket and usually stops us from processing the very refund you are owed, which makes everything slower for you.