If the reservation doesn’t show up on the airline’s site while it’s active, you get a full refund. The board below covers every other case in one line each.
Document pass
In effectHow to claim
Email [SUPPORT EMAIL] with your booking reference (PNR) while the reservation is active, or within [N] days after.
We look it up on the airline’s Manage booking page and reply within [N] hours.
A full refund to your original payment method, sent within [N] business days. Your bank may take a little longer.
You are entitled to a refund of the full amount paid for a passenger’s reservation if (a) the reservation is not issued, or (b) it does not appear on the airline’s website at any point while it is active. We verify both on the airline’s own Manage booking page.
Once a reservation has been issued and can be verified on the airline’s website, the service has been delivered in full. A refused visa, a change of plans or the reservation’s normal expiry (approximately 48 hours after issue, or earlier if the airline sets a shorter window) do not give a right to a refund. [ADD ANY STATUTORY WITHDRAWAL NOTICE THAT APPLIES IN YOUR JURISDICTION.]
The guarantee applies to each passenger on an order separately. If one passenger’s reservation fails and the others are verifiable, we refund that passenger’s share.
Refunds are made to the original payment method, in the currency you paid in, through [PAYMENT PROCESSOR]. We do not charge a fee for refunds.
Arrived
Send us the booking reference. We check the airline’s site ourselves and refund the full amount if it isn’t there.
