Clear Rules, Fair Refunds

Most fares, hotel rates, holiday packages and service fees are non-refundable once booked. A refund can be considered when:

• You are not recorded as a no-show for the flight or stay
• The airline's or supplier's fare rules allow a refund
• The request reaches us in writing before the travel date

Refunds depend on the supplier — the airline, hotel or tour operator — and their own timelines.

• Allow 7 to 90 working days from the day we receive your request
• Service fees, booking fees and payment-gateway charges are not refunded
• You receive an email as soon as the supplier confirms the amount

Our Compassion Exception Policy gives extra consideration to:

• Bereavement or serious illness in the immediate family
• Natural disasters affecting the destination or the departure city
• Senior citizens, youth travellers and customers with visual impairment
• Serving members of the armed forces

• Send the request from the email address registered on the booking
• Include the booking reference or PNR and the travellers' names
• We reply with a confirmation acknowledging the request
• Requests made by phone or chat cannot be processed

• Every refund is subject to the supplier's approval
• We are not liable for delays, insolvency or operational shutdowns on the supplier's side
• Our service charge applies only when the supplier approves the refund