Refund policy

Two separate amounts

A booking made through us can involve two charges, and they refund under completely different rules. Understanding which is which will save you a lot of time.

The airline fare

Whether your fare can be refunded, and how much of it, is set entirely by the fare rules of the ticket you bought. Many of the lowest fares are non-refundable, and some allow a credit toward future travel rather than money back. Others permit a refund minus an airline penalty.

The agent tells you which category your fare falls into before you agree to buy it. If refundability matters to you, say so at the start of the call — it changes which options the agent looks for, and a refundable fare usually costs more.

Once your ticket is issued, refund requests for the airline fare go to the operating airline directly, using your confirmation number and the contact details on their official website. We are not able to grant, accelerate, or override an airline's refund decision, and we cannot process a fare refund on their behalf.

Our service fee

Where a service fee applied to your booking, it covers the agent's time searching, quoting and issuing your ticket. It is disclosed and agreed on the call before any payment is taken.

When we refund it in full

• The ticket was never issued, for any reason
• We made a booking error — wrong date, wrong airport, wrong routing — that was ours and not caused by information you gave us
• You were charged a service fee that was not disclosed to you before payment
• You were charged more than the total the agent stated on the call
• The fee was charged more than once for the same booking

When it is not refundable

• The ticket was issued correctly as agreed and you later changed your mind
• The airline cancelled, delayed, or rescheduled your flight — the work of issuing the ticket was still performed, and your remedy on the fare lies with the airline
• You were denied boarding for missing travel documents, a visa, or an expired passport
• The name on the ticket was wrong because of information supplied to us on the call
• You did not travel

How to request a service fee refund

1. Call (888) 217-8811 with your confirmation number to hand.
2. Include the confirmation number, the date of the call, and what you are asking to be refunded.
3. We acknowledge the request within two business days.
4. Approved refunds are returned to the original card, normally within 5–10 business days of approval. Your bank may take a few days more to post it.

Chargebacks

If you believe a charge is wrong, contact us first — a direct request is almost always faster than a chargeback, and we can see the booking record immediately. Where a chargeback is raised, we will supply the issuing bank with the booking record and the disclosed pricing agreed on the call.

Statutory rights

This policy does not limit any rights you have under applicable consumer protection law, or under the passenger-rights rules that apply to your itinerary.

Questions

Call the desk at (888) 217-8811.