How cancellations, refunds and our assistance fee work — in plain English.
When you ask us to cancel a booking, we submit the request through the airline's authorized systems, confirm what refund or credit applies under your fare rules, and report the outcome to you in writing.
Tickets booked at least 7 days before departure may qualify for penalty-free cancellation within 24 hours of purchase directly from the airline under the U.S. Department of Transportation's rule. We'll check whether your ticket qualifies and act immediately if it does.
Refund eligibility and amounts are determined solely by the airline's fare rules and applicable regulations. Refundable fares receive refunds to the original payment method. Non-refundable fares may receive a travel credit or partial refund of government taxes and fees where required by law.
Airlines typically process refunds within 7 business days for credit card purchases and up to 20 business days for other payment methods. If your refund hasn't arrived within that window, we follow up with the airline on your behalf at no extra charge.
Our flat assistance fee covers the work performed (submission, tracking, escalation). If we're unable to complete a service you paid for, the fee for that request is refunded to you. Airline-side refunds follow the airline's own policy.
If an airline cancels or significantly changes your flight, you're generally entitled to a refund or rebooking under their policy. Contact us and we'll handle the request and follow-up on your behalf.