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How To Cancel Flights on Trip.com and Get a Refund

[Last updated: Thu 15 Jun 2023]

So you’ve purchased flight tickets from the Trip.com website or app, something’s changed, and now you want to get a refund. This happens to the best of us. The first things you need to understand is whether or not the ticket you purchased is actually refundable or not.

How to Check if The Ticket is Refundable

1. First, open up the My Bookings page, just can also find your booking in My Trips if you’re using the mobile app.

2. Click on your booking to open the Booking Details page. You’ll see two buttons labelled “Change Flight” and “Cancel Flight”. But don’t click there just yet. First of all find the “Baggage policies, changes & refunds” link to views the policies for the specific ticket you booked.

3. Scroll down to the “Cancellation Fee” section to get an idea of how much you’re looking at. Typically, Trip.com breaks it down into Before Departure and After Departure. Before departure is probably going to the one relevant to you unless you’ve purchased a very expensive fully flexible ticket. Also check the “notes” section. Here you’ll find any additional feeds that Trip.com charges on top of the cancellation fees. If the ticket you have purchased is non-refundable, for example if it is with a low-cost carrier, then that will be indicated here

4. Go back and click “Cancel Flight”, and Trip.com will display the total fees involved, if any, as allow you to submit the request.

Should I Cancel Through Trip.com or Through the Airline?

Sometimes it is possible to cancel through the airline directly via their website/app or by speaking to their customer service. However most of the time this will not be possible and they will simply direct you to the agency you purchased the ticket from, is this case Trip.com. So we’d always recommend going straight to Trip.com in the first instance.

What If My Flight Consists of Several Separate Flights?

Trip.com will sometimes, like more other online travel agencies, divide your ticket into several separate bookings to get you a separate. These are always specified at the time of booking as “Split Ticketing”. Unfortunately this can complicate things a little bit, as you’ll need to cancel both flights separately, and may be up for two sets of cancellation fees. We’d probably recommend avoiding these tickets if you can, especially for trips where things might change.

How Long Does if Take to Get a Refund?

Typically flight refund requests will take at least a few weeks, although they can take a lot longer in some instances. The refund will be made to your original payment method, e.g. your credit card or Payal account.

Does Trip.com Offer a 24-Hour Free Cancellation Policy?

Unfortunately, Trip.com does not offer this in most markets, for example the US. If you book US domestic flights with locally based sites like Expedia, this rule will typically apply.

Why Is The Trip.com Cancellation Policy Different to The Airline’s Policy

Online travel agencies generally aren’t obligated to sell tickets with the exact same policies as the airline offer. That might mean that the ticket you may purchase possibly has different cancellation policies to the airlines. Usually, this is done so that you can be offered a cheaper ticket. The main thing to remember is to always check the policies carefully when you a booking a ticket.

Who Can I Contact About Cancellation?

Trip.com’s self-service cancellation functionality is quite good so usually we’d recommend that as you first port of call. If you’d rather communicate with a person though, you can do that through their customer support. The good thing about Trip.com’s customer support is there is almost no wait times, something they like to highlight on their own website. You have the option to phone them, email them, or to chat through their service chat feature. For something like a cancellation we’d recommend calling them.

Can I Get a Refund on Flight Booked With Trip Coins?

If you’ve paid with Trip Coins (part of Trip.com’s loyalty program) you’re certainly still entitled to a refund. Just be aware that money is always refunded via the same method you paid with, so if you made full or partial payment with your Trip Coins, then you’ll get those coins back, not cash to your credit card etc.

Why Are Some Flights Non-Refundable?

While many years ago most flights were refundable, most airlines are slowly moving to model with less and less inclusions, at least for the basic tickets. The idea is that airlines can earn more per flight by ensuring that they are making money on each seat, regardless if you’re actually there or not. It also helps to push people into buying their money expensive flexible tickets.

Why Am I Being Offered Flight Credit?

Unfortunately, due to the refund pressures brought by COVID-19, many airlines started to move towards offering flight credit when they cancel their flights rather than a cash refund. In most countries around the world, including the US, this is perfectly legal and there’s not much you can do about it,

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Trip.com Refund Guide: How to Cancel Flight and Request for Refund Successfully

By vivomigsgee in Features Travel March 20, 2020

Cancelled flights or change of travel plans due to Covid-19? One thing’s certain, this novel coronavirus is really a scary enemy. And what does it leave us, wanderers? This grueling question: In the face of a pandemic, do you know what it means to be a traveler?

It’s heart-breaking. Transport operations are halted. Local and international borders are closed. Holiday plans are messed up. Now what? With all the necessary preparation and bookings for the trip already paid for in advance like airline tickets, hotel or airbnb accommodation, tour packages, transportation and travel essentials, it’s likely you are dealing with another dilemma. Yes, I’m talking about what travel companies and third party agents are offering to affected customers ~ refunds and other flexibility options. Or lack thereof.

Booking cancellations are inevitable and therefore alternative solutions are provided by various travel-related platforms. Request for refund and other options are not really new to many trip makers, but for some, the process can be confusing and frustrating. Confusing as some airlines and third party travel applications have no clear policy and guidelines on eligibility, complaint process, contact information and consistency of policy implementation among them. Frustrating because, more often than not, you won’t be able to get through successfully due to high volume of requests and the limited number of available channels/hotlines (not to mention some useless chat bots, if you know what I mean ).

I experienced this challenge first hand when my Spring trip to Osaka, Japan on April 10 -14, 2020 is affected by the Enhanced Community Quarantine implemented by both national and local government. I booked four different flights from various travel platforms as follows: Cebu to Manila (Cebu Pacific), Manila to Osaka (Cebu Pacific), Nagoya to Taipei (trip.com), and Taipei to Cebu (AirAsia). And mind you, the level of predicament in requesting for a refund with these companies varies. Good thing, the flexibility options for Cebu Pacific is pro-customer so I didn’t have any problem with it. Here’s a detailed guide as to how I successfully converted my Cebu Pacific flight bookings to travel fund .

As for AirAsia, the only way you can contact them is through the airline’s website’s “Manage my booking” or chat with AVA (AirAsia Virtual Assistant). It’s a disappointing experience, I tell you. Complaints are not fully addressed by AVA and it keeps answering “something went wrong” thereby closing your case unsolved. It gets a lot more interesting as you navigate through the third party platform ~ Trip.com. It was my first time to book for an international flight through trip.com. The airfare cost is relatively cheaper than what is reflected in the airline’s website, at least for this particular flight. There is no clear-cut guide on making a request for cancellation and refund but I tried all the means to communicate my concern thru email, customer support (via website) and social media pages. Guess what, it worked!

1.) Visit trip.com and go to “My bookings” by logging in to your account

Once you are already in the “My Bookings” portal, enter a booking reference number or search using booking date. You can manage your booking by selecting the appropriate flight booking on the list.

2.) Select “Cancel” option and check if ticket eligible for cancellation

Verify first if your ticket is eligible by reviewing the ticket policy on the “Manage My Booking” section on Trip.com website/App or by clicking the blue link in the Passenger Section in your confirmation email. Upon checking, my flight booking is nonrefundable that is why the total refund reflected is zero as the cancellation fee (equal to the ticket cost) applies. To address this issue, I opted to communicate about this via trip.com customer support and asked for the cancellation fee to be waived rather than cancelling it on my own.

3. Click the Service Chat Button at the Lower Right Section of the Page

Talking to a real customer service agent ( non-voice via online help chat ) is an effective mode of communication because concern is addressed faster and appropriate action item is taken into consideration immediately. Here’s a screenshot of our conversation on how I successfully cancelled my flight and requested for a refund from Trip.com, even with these caveats:

• airline did not issue cancellation notice
• international flight is operating as scheduled
• special cases like covid-19 are not recognized as basis for refund as per trip.com ticket policy

4.) Receive an email notification from Trip.com

That moment when you finally got a notification from a third party app that your flight booking has been successfully cancelled and full refund has been processed accordingly, is very comforting! Just trust the process and pray positively for the refund to be credited back to your original mode of payment the soonest.

5.) Verify cancellation and refund request from your trip.com account

Trip.com will issue a ticket cancellation advisory, as follows:

“ We have received a large amount of cancellation requests due to COVID-19, and as a result it is taking us longer than usual to issue refunds. Once we have confirmed your request with the airline/supplier, we will initiate your refund (if any) as soon as possible. Your refund will be returned to your original account of payment. Part or all of your refund may be provided as airline vouchers. The actual time it takes to receive your refund may depend on the airline and on your bank/card issuer. We will do our best to process your request as soon as possible .”

Check the Total Refund amount if the same with the full cost of the ticket. Once your cancellation request and refund amount have been confirmed, trip.com will notify you by email. You can also monitor the progress of your cancellation and refund request in your trip.com account.

There you go trip mates. If you find yourself having the same dilemma as mine, then feel free to refer to the above guide. I’d like to reiterate to trust the process and back your concerns with concrete evidences to support your claims. I am hoping that every customer of trip.com can request for full refund of their cancelled flights successfully. If you have questions or clarifications, just drop a message in the comment section below.

Stay safe and pray for this Covid-19 pandemic to end the soonest so that we can all travel again and make wonderful moments happen.

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Tags: Covid-19 , Flight Cancellation and Rebooking , Refund , Refund from Trip.com , Trip.com , Trip.com Refund Guide

11 Replies to “Trip.com Refund Guide: How to Cancel Flight and Request for Refund Successfully”

Did you receive your refund yet?

I did but the full amount of ticket cost was divided into two: half was refunded in the original mode of payment and half has been reimbursed via a travel voucher as per Airline Policy.

Good to see that they refund very comforting

Trip.com is just a third party platform. They will actually recommend you to contact directly to their brand partner, the original company/service organization you booked with.

Hi! How many days did it take before it was refunded or credited back to your account?

About two months, with constant monitoring and follow-up.

Thanks for the guide, can you please share what was the process of follow up and how long did it take to finally receive your refund? I’ve been trying to reach them since 3 days and its already so painful. Do they stall you on purpose or what?

I think this depends on the airline policy. Better to communicate this formally to someone who is knowledgeable about this. To talk to a customer agent (non-voice via online help chat), just click the service chat button at the lower right section of the page. They will give you an update on your specific concern.

how did you monitor and follow up? thanks

Hi bro I bought my ticket from trip.com from Pakistan to China my flight was at 1st of April affected by Covid 19 did not made it I was charged total 3000 CNY but then trip.com was going to pay me just 700 CNY but I haven’t clicked the cancel button what to do now can I get a full refund please guide me in short

This is something I cannot answer as this depends on the policy of trip.com, the airline and the specific ticket rules as per your booking. Better to communicate this formally to someone who is knowledgeable about this. To talk to a customer agent (non-voice via online help chat), just click the service chat button at the lower right section of the page.

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Can I Cancel a Flight and Get a Refund? Rules for Refunds, Reimbursements, and More

By Sean Cudahy

June 27, 2023

Sorting through the fine print of an airline’s policies can be tedious and confusing, and it doesn’t get any easier when things go awry.

From meal and hotel vouchers to refunds, policies may differ from one airline and situation to another. What's more, some policies have evolved over the last few years in response to pandemic disruptions.

Add in public pressure and proposed regulations by the Biden administration to redress flight delays and cancellations, and your head may be spinning by now.

The good news: After the air travel meltdowns of last summer and this past holiday season, things appear to be running more smoothly so far this summer—but it’s still fairly early.

In the event you do run into trouble, here’s what to know about the rules and recent developments surrounding flight refunds, reimbursements, and compensation.

Can I get a refund if my flight is canceled?

Yes, if you choose not to fly.

U.S. Department of Transportation policy requires airlines to issue refunds to passengers whose flights are canceled, are significantly delayed, or undergo a significant schedule change, if the passenger ultimately elects not to rebook and fly later.

It doesn’t matter if the disruption was the airline’s fault, weather-related, or anything else.

And, as Transportation Secretary Pete Buttigieg reminded customers on social media amid last summer’s chaos, airline miles won’t cut it—you’re entitled to a cash refund.

Sometimes an airline will offer you points or miles as compensation, but you are entitled to a cash refund when your flight is canceled. When deciding whether to accept miles, it’s helpful to know their value, which varies, but often is estimated at 1 to 1.5 cents per mile. — Secretary Pete Buttigieg (@SecretaryPete) July 2, 2022

A caveat : The government does not specify what constitutes a “significant” delay or schedule change. Instead, the Transportation Department determines whether you’re entitled to a refund on a case-by-case basis, weighing delay length, flight length, and your personal circumstances, the agency says . 

To take an example: Say it’s Saturday morning. You’re flying to New York City to see an afternoon Yankees game, with plans to fly back the next day. A storm cancels your flight. The airline offers to rebook you for later, but, by that point, you’d end up missing the game. The trip now feels pointless. 

You’re entitled to a flight refund if you scrap the trip .

My flight isn't canceled, but I want to cancel my ticket. Can I still get a refund?

It depends.

If you just booked your ticket, then you can likely get your money back.

Per government policy , airlines must either allow penalty-free cancellation within 24 hours of booking if the trip is at least 7 days away, or the airline must allow you to place a 24-hour hold on your ticket and fare without your having to pay immediately.

Beyond that 24-hour window, the possibility of getting a refund for a ticket you cancel (rather than for a flight the airline cancels) comes down to the carrier and the type of ticket you booked.

A number of U.S. airlines offer a combination of fully refundable and nonrefundable fare types, while some carriers offer a sort of middle ground that refunds you in the form of future airline credits—but not cash.

For instance, with Southwest Airlines’  "Wanna Get Away" and "Wanna Get Away Plus" fares , you can cancel up to 10 minutes before departure and get credits for future flights. If you pay a bit more for an “Anytime” or “Business Select” ticket, though, you can get a full refund.

The refund policy for United Airlines , meanwhile, notes that "most fares are nonrefundable,” but adds, “the value of your ticket may be eligible to be applied toward the price of a new ticket for a fee.” 

Generally speaking, budget airlines and basic economy tickets tend to be the most restrictive when it comes to making changes to a reservation.

When booking a flight be sure to scan the fine print for your ticket’s cancellation policy. It should spell out somewhere whether you’re entitled to a full trip credit, partial trip credit, full refund, or nothing at all should you need to cancel.

As you can see below, while booking a Delta Air Lines trip for July from Dulles International Airport outside Washington, D.C., to Atlanta, if you click the cheapest basic economy fare, the list of restrictions warn you can only get partial e-credit if you cancel, versus full trip credit if you cancel a regular main cabin ticket.

Delta also has an option for a refundable main cabin ticket that will allow for a complete refund if you cancel—albeit for a more expensive price.

Am I entitled to reimbursements for meals and hotel stays if my flight is delayed or canceled? 

There’s been a lot of talk over the last year about the types of expenses airlines will reimburse or outright cover in the wake of flight delays and cancellations.

After all, when you get stranded, the costs can pile up from extra meals, taxi rides, and sometimes even an unexpected night spent at a hotel.

The Biden administration has pressured airlines to cover these costs, and the Transportation Department has made an effort to make it easier for customers to see what they’re owed via a customer service online dashboard first rolled out last year .

According to the dashboard, every U.S. airline scrutinized by the government guarantees meals or cash/vouchers for meals when a cancellation or delay results in a 3-hour wait or longer.

Additionally, every airline except Frontier guarantees complimentary hotel accommodations for an overnight cancellation or delay, as well as complimentary ground transportation to and from the hotel and airport.

Keep this in mind, though: These guarantees only apply to “controllable” cancellations and delays, meaning the issues fall under the airline’s responsibility because they have to do with matters such as aircraft maintenance or staffing. That does not include weather.

Another caveat: At the moment, these are technically optional gestures on the part of airlines rather than guarantees regulated by the government.

But the Biden administration wants to change that.

Are there new airline compensation rules on the horizon?

In May, the Transportation Department announced plans to propose a new rule that would require airlines to provide compensation for those meal, ground transit, and hotel expenses tied to delays and cancellations.

Again, this would apply only when the delay or cancellation is the airline’s fault. However, this proposed rule would clearly define what constitutes a disruption that’s within the airline’s control.

And in those clearly defined cases, compensation to consumers for delays and cancellations would no longer be voluntary but required by law. 

The International Air Transport Association, a trade group representing airlines, criticized the government’s proposal as an “added layer of expense” that would “likely have an impact on ticket prices.” 

Things you can do when your flight is canceled or delayed

With those policies in mind, here are some steps you can take when your flight is delayed or canceled.

See if you can rebook on the airline app . 

Many airlines will let you quickly rebook yourself on the carrier’s mobile app when your flight is canceled or delayed. This can be a way to avoid waiting in line or languishing on hold.

Ask why the flight is delayed or canceled . 

If you know the reason is, say, maintenance or crew staffing (and not weather), you’ll know there’s a better chance of getting some sort of financial assistance from the airline.

It doesn’t hurt to ask for reimbursement .

Even if the gate agent didn’t say anything about vouchers, you can always ask!

The airline may still be willing to reimburse you for costs you end up incurring—again, if the disruption is the airline’s responsibility. Keep all receipts and try contacting the airline through online customer service channels.

Don’t forget about credit card protections .

Check your credit card policies. Some travel credit cards offer protections for costs tied to trip delays. This can be especially helpful if your flight faced a weather-related disruption the airline won’t cover.

If you think you were wrongly denied a refund, file a complaint .

If the airline denied you a refund and you think you were entitled to one, the Transportation Department suggests filing a complaint with the agency. (Our step-by-step guide will take you through doing just that .)

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What to Know About Refundable vs. Nonrefundable Plane Tickets

Are plane tickets refundable? Here’s what you need to know before you book.

Harrison Pierce is a freelance writer and digital nomad passionate about personal finance and travel. He is traveling full-time with the help of points and miles and enjoys connecting with people on the ground. His work has been published in Travel + Leisure, Condé Nast Traveler, USA Today Blueprint, Matador Network, and other publications. 

Oscar Wong/Getty Images

According to the U.S. Travel Association, air travel demand was up 12 percent in July 2023 compared to July 2022. If you’re one of the many Americans flying this year, it’s important to understand if and when you’re eligible for a refund when you change or cancel your plane ticket. I had the opportunity to speak with Stella Shon, an expert in all things travel and personal finance, to dive deep into air travel rules and regulations so you know what to do if you need a flight ticket refund. Here’s everything you need to know about booking a refundable plane ticket and how to get a credit, even if you book a nonrefundable fare. 

Nonrefundable vs. Refundable Plane Tickets 

Purchasing a nonrefundable plane ticket means if you cancel your trip, you are not entitled to a cash refund of the full fare of your ticket. On the other hand, a refundable plane ticket allows you to cancel your airfare and receive a refund to your method of payment. Either way, if the airline cancels your flight, you are entitled to receive a refund, no matter which ticket you have. 

“Interestingly, the post-pandemic world brought forth some favorable changes if you’re looking to change or cancel your flight,” says Shon. “Pre-COVID, you had to pay a pesky change/cancellation fee that could cost upwards of $200. Now, the major U.S. airlines allow you to modify your flight for free and pay the fare difference, as long as you don’t book basic economy.” 

Refundable tickets are often far too expensive to justify the added cost; a refundable ticket can cost hundreds more dollars for the same exact flight.

“100% refundable tickets no longer provide as much value for travelers, as you’ll receive a voucher from the airline that you can typically use for a year” if you cancel your nonrefundable flight, says Shon. “Unless you’re a traveler whose plans are really that uncertain, you’re better off booking a nonrefundable ticket that allows you to modify your reservation and still receive a voucher.”

Related: The Best Time to Book a Flight for Domestic, International, and Summer Travel

Aureliy/Getty Images

The 24-hour Refund Rule

The U.S. Department of Transportation has regulations to protect travelers. As long as you book your plane ticket at least seven days before the scheduled departure time, airlines are required to either allow travelers to cancel their reservation and receive a full refund 24 hours from the time of booking or allow travelers to place a hold on the fare without paying for the ticket for 24 hours. Keep in mind that airlines do not have to offer both a refund and a hold option, so it’s important to understand which option is provided before you book your ticket.  

This 24-hour rule does not apply if you book your ticket through a travel agency or other third-party platform. It is only enforced with direct airline bookings, although many platforms will offer similar procedures. 

What to Do if You Need to Change or Cancel a Nonrefundable Flight Ticket

Changing a nonrefundable flight ticket is simple. All you need to do is go to your booking and select your new flight (many airlines make this easy via their website or app). As noted earlier, as long as you aren’t flying basic economy, most major carriers have waived the change fee and will only charge a fare difference (if applicable). 

If you need to cancel a nonrefundable flight ticket, your ability to get a refund will often depend on how you made your reservation. If you paid for your flight with miles, you usually have a much easier time canceling your trip and getting those miles redeposited into your account. If you paid for your ticket, you can typically still get a voucher for future travel, minus any applicable cancellation fees. It’s relatively uncommon to be unable to receive any sort of travel credit for a canceled trip as long as you cancel well before your flight. 

Does travel insurance cover nonrefundable flight changes?

When booking a plane ticket on most of the major carriers, you will likely see an option to add travel insurance to your booking through a third party, like Allianz Global Assistance. Adding this to your reservation gives you coverage for a covered trip cancellation or interruption, along with travel delay expenses. 

“If your vacation is impacted by sickness, family emergency, or other reasons, you can file a claim under your travel insurance to get reimbursed for nonrefundable expenses, including your flights, hotels, and other travel expenses,” says Shon. “Just be prepared to provide documentation to support your claim.”

Adding travel insurance is often much cheaper than booking a refundable plane ticket and gives you much of the same coverage for cancellation, assuming the reason for canceling is covered. Travel insurance will not cover your claim if you just change your mind and don’t feel like taking a trip. 

Do credit cards cover nonrefundable flight changes or cancellations? 

There are plenty of credit cards that offer a variety of coverage options when you’re traveling. In Shon’s opinion, “The best credit card comes from the Chase Sapphire suite of cards. Either the Chase Sapphire Preferred ($95 annual fee) or the Chase Sapphire Reserve ($550 annual fee) offer a bevy of perks for travelers in case of an emergency, including trip cancellation and interruption insurance, lost or delayed baggage reimbursement, and even primary rental car insurance.” She continues, “The more expensive Chase Sapphire Reserve card may be worth footing the bill for complimentary emergency evacuation, transportation, and medical and dental coverages.”

Similarly, if you book your flight through a credit card travel portal, like Capital One Travel, you can potentially add on cancellation coverage at checkout. If you book a flight via the platform, you can pay an additional fee to be able to cancel your flight for any reason, up to three hours before departure. You may be eligible for a partial cash refund or a 100% airline travel credit for the value of the ticket. 

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Are plane tickets refundable? Your guide to the refund policies

If your travel plans aren’t set in stone, you know that buying an ultra-cheap fare could be a gamble. Getting a full refund for a ticket you didn’t use – seems like a great choice when you really need some flexibility. Of course, there are trade-offs between non-refundable and refundable airline tickets. So, how to get a positive answer to the big question: are plane tickets refundable?

In this article

The differences between refundable and non-refundable tickets, understanding refundable airline ticket policies, does travel insurance cover non-refundable flight changes, refundable tickets faqs.

When you buy a non-refundable ticket, if you don’t or can’t fly, the airlines aren’t obliged to give you your money back. Buying a refundable plane ticket lets you cancel your trip and have your money refunded.

What’s the catch? Price. A fully refundable ticket can cost a lot more than a non-refundable one . For instance, I searched a flight from LAX to NYC and found fully refundable fares on one flight that were twice the price of non-refundable ones. Some airlines may also charge a fee to issue your refund, while some may only give you a short window to request it.

Keep in mind that regardless of the type of ticket you buy, if an airline cancels your flight you are entitled to a refund. And in recent years, the major US carriers have done away with change or cancellation fees in many instances, so you can often change your flight and only pay the difference in fare.

Airlines have their own contracts of carriage, which govern how they treat refunds, cancellations, and other events. The US Department of Transportation (DOT) holds the airlines accountable to their own contracts. DOT does, however, maintain some regulations that protect travelers on all airlines.

For instance, the so-called “ 24-hour rule ” allows anyone, even if they hold a non-refundable ticket, to cancel a reservation and receive a full refund within 24 hours of the time they booked the flight, as long as the ticket was purchased at least seven days before the flight’s scheduled departure.

If you look across airline cancellation policies, you’ll see that many mention this 24-hour policy as a bonus or part of their customer commitment. It is, however, a federal requirement. The rule requires airlines to either refund travelers or allow them to hold the fare without paying for the ticket for 24 hours; they’re not required to offer both hold and refund options.

If you decide to cancel your flight and get refunded, you may pay a higher fare if you rebook later. The 24-hour rule only applies if you book your ticket directly with the airline. Beyond this, the general rule is that airlines will refund non-refundable tickets if the cancellation or significant change is their fault, but not if you decide not to fly – even if you get sick.

Common refund policies among major airlines

Although federal regulations require airlines to stick to the 24-hour rule, airlines have their own policies about the fees they charge for cancellations. Most airlines offer both refundable and non-refundable tickets. If you buy a non-refundable ticket, you can generally change your travel dates, and some airlines waive change fees. As always, it’s best to check with the carrier’s own policy to see what you’re entitled to.

Are plane tickets refundable on Delta?

Delta sells both refundable and non-refundable tickets on domestic and international flights. You can cancel a non-refundable ticket and Delta won’t charge you a cancellation fee if you have a Delta Main Cabin ticket (i.e above Basic Economy) for travel within the US, Puerto Rico, and US Virgin Islands, or originating in the US and traveling anywhere in the world.

Rather than refunding your money, it will issue you a credit to store for a future flight (just remember that you’ll still have to pay any fare differences on future flights). It does charge cancellation fees on non-refundable tickets in basic economy , or for tickets that originate outside the US, and those fees start at $99.

Always check the airlines’ policies to see if they’ll issue a credit for future travel. But check the terms: Sometimes you’ll have only a certain amount of time to use your credit.

Are plane tickets refundable on American Airlines?

If you bought a refundable ticket on American Airlines , they will process your refund back to your original card within 7 days . Like most other airlines, American does not refund non-refundable tickets, but it does allow you to cancel without a fee and store the value of your ticket as trip credit, which is good for one year from the date of issue.

American doesn’t charge change fees for domestic flights or travel originating in North or South America unless you bought Basic Economy, where no changes are permitted. However, for changes in a ticket originating outside North or South America, they may charge fees up to $750.

Are plane tickets refundable on Frontier?

Frontier Airlines’ policy differs from other carriers in that its tickets are non-refundable . Beyond the federally mandated refund within 24 hours of purchase, Frontier has a strict cancellation policy. If you cancel your ticket after the 24-hour window, you’ll be charged a $99 fee for each direction and the value of your ticket will be held as a credit.

You can add on refundability through Frontier’s bundled “Works” program, which gives you full refundability, a checked bag (which you would normally pay for), reserved seats, and no-fee flight changes. The bundled perks programs start at $99 per direction and vary per ticket. You can only buy them directly from the airline.

If you don’t have a fully refundable ticket, you can buy travel insurance that covers things like unexpected illness or family emergencies. Typically, standard travel insurance covers cancellations for a good reason, but not If you simply change your mind. If you’re the type to change on a dime, look for a cancel-for-any-reason (CFAR) add-on , which will let you cancel for reasons beyond what most policies cover.

You’ll pay more for these, so it’s a good idea to compare the cost to buying a fully refundable ticket (CFAR often makes the most sense if you’re insuring a trip that includes multiple features, like flight, hotel, cruise, and so on). 

You may also want to check your credit card. If it has trip cancellation and interruption coverage, you could be reimbursed for the non-refundable amount of your trip.

Most airlines offer both refundable and non-refundable plane tickets, and each airline is free to establish its own rules and fees for cancellations and refunds. It’s always best to check an airline’s own policies before booking, as travel agencies or websites may have their own refund rules.

If you’d like more information on booking different kinds of fares or are looking to find out the differences between premium economy vs. economy seats and business class vs. first class flights , don’t forget to check the ultimate flight guide .

Yes, federal law mandates that airlines must give you a refund or hold your purchase within 24 hours of buying your ticket if it’s not for travel within a seven-day period and you bought it directly from the airline.

Consistent with the 24-hour rule, if you see a fare go on sale, you can cancel your ticket and buy a new one at a lower price. Some airlines offer limited price guarantees. Or if your flight is eligible for a free change or cancellation, you can have the airline issue you a travel credit which you then use for a lower-priced ticket.

Only fully refundable tickets will be refunded to your credit card (and some airlines charge a fee for this). Non-refundable tickets can be changed, sometimes with a fee, and their value is usually stored as a credit.

Airlines are not obliged to refund you if you cancel a non-refundable ticket for personal reasons, including being late or getting sick. Learning how early you need to get to the airport can be a life changer.

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Travel plans sometimes change and you may want a refund for a purchased airline ticket or other related services such as baggage or seat fees.  This page contains useful information to determine whether you are entitled to a refund for air fare or services related to a scheduled flight. 

Am I Entitled to a Refund?

In the following situations, consumers are entitled to a refund of the ticket price and/or associated fees.

• Cancelled Flight – A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel.
• DOT has not specifically defined what constitutes a “significant delay.”  Whether you are entitled to a refund depends on many factors – including the length of the delay, the length of the flight, and your particular circumstances.  DOT determines whether you are entitled to a refund following a significant delay on a case-by-case basis.
• Class of Service Change - A consumer is entitled to a refund if the consumer was involuntarily moved to a lower class of service.  For example, if the consumer purchased a first-class ticket and was downgraded to economy class due to an aircraft swap, the consumer is owed the difference in fares.  
• Note : In situations where you have purchased an optional service and that amenity either does not work or is not available on the flight, you may need to notify the airline of the problem to receive a refund.
• Airlines may have different policies to determine when a bag is officially lost.  Most airlines will declare a bag lost between five and fourteen days after the flight, but this can vary from one airline to another.   
• If an airline unreasonably refuses to consider a bag lost after it has been missing for an unreasonable period of time, the airline could be subject to enforcement action by the DOT.  
• Learn more about lost, delayed, or damaged baggage .
• Fully refundable ticket - Consumers who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel

In the following situations, consumers are not entitled to refunds except under very limited circumstances: 

• Non-refundable tickets - Consumers who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.      
• Personal Issue - Consumers who purchase nonrefundable tickets, but are unable to travel for a personal reason, such as being sick or late to the airport, are not entitled to a refund.  
• Unsatisfactory Service - A consumer who willingly takes a flight but has a bad experience with the airline or the flight is not entitled to a refund.  
• Incidental Expenses – A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses. 

Note : While airlines are not required to issue a refund for non-refundable tickets, they are free to do so or they may issue a credit or travel voucher for future use on the airline.  Airlines must also comply with the promises they make, and in some instances, they may be willing to offer passengers accommodations or other benefits that they are not required to provide.  Contact the airline directly to inquire about additional accommodations or benefits. 

What if I purchased or reserved my ticket through a travel agent or online travel agency?

• Ticket agents and online travel agencies are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States.
• (i) an airlines cancels or significantly changes a flight;   
• (ii) an airline acknowledges that a consumer is entitled to a refunds; and  
• (iii) passenger funds are possessed by a ticket agent.

What should I do if I am entitled to a refund and would like to receive one from an airline or ticket agent?

• You should proactively request a refund in writing from an airline or a ticket agent if you believe that you are entitled to a refund.
• If you contact the airline or ticket agent to obtain a required refund and you are refused that refund, you should file a complaint against the airline or ticket agent with the Department at https://secure.dot.gov/air-travel-complaint .

Cancelling a Ticket Reservation or Purchase within 24 hours of Booking

For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either:

allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours , or

allow consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours .

• Airlines are not required to offer both a hold and a refund option. Check your airline’s policy before purchasing a ticket. However, if an airline accepts a reservation without payment, it must allow the consumer to cancel the reservation within 24 hours without penalty. If an airline requires payment with a reservation, it must allow the consumer to cancel the payment and reservation within 24 hours and receive a full refund.

Although airlines must hold a reservation for 24 hours or provide a refund to consumers at their request within 24 hours of making a reservation, airlines are not required to make changes to a ticket free of charge (for example - change your ticket to a different date or correct a misspelled name on the reservation).

In some cases, instead of paying for a change fee and a potential difference between the original ticket price and the current ticket price, it may be cheaper to request a refund for the ticket and rebook. However, please keep in mind that ticket prices can change quickly.

Does the 24-hour refund/reservation requirement apply to tickets purchased or reserved through a travel agent or online travel agency?

No, the 24-hour refund/reservation requirement for airlines does not apply to tickets booked through online travel agencies, travel agents, or other third-party agents.  However, these agents are free to apply the same or similar procedures to provide equivalent or similar customer service.

If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline.

How quickly are airlines, travel agents, and online travel agencies required to process a refund?

Airlines and ticket agents are required to make refunds promptly.

For airlines, “prompt” is defined as being within 7 business days if a passenger paid by credit card, and within 20 days if a passenger paid by cash or check.

For ticket agents, prompt is not defined.

This may be addressed in a future DOT rulemaking. More information can be found here: 

Airline Ticket Refunds and Consumer Protections

Air Transportation Consumer Protection Requirements for Ticket Agents

DOT Relaunches Air Consumer Website

How to Get a Refund If You’re Too Sick to Fly

By Cassie Shortsleeve

All products featured on Condé Nast Traveler are independently selected by our editors. However, when you buy something through our retail links, we may earn an affiliate commission.

No matter how excited you are for a trip, sometimes, life happens : You’re too sick to fly or—in today’s world of the COVID-19 pandemic—you suspect you might be. So what’s an under-the-weather or cautious traveler to do?

Step 1: Judge your sickness.

Turns out, there actually are hard and fast rules for when you shouldn’t hit the skies. The Centers for Disease Control and Prevention (CDC), for example, recommends those with symptoms of COVID-19 do not travel.

Generally, you should also bag a trip if you have a fever higher than 100 degrees Fahrenheit and symptoms such as coughing or sneezing, says William Schaffner , M.D., a professor of infectious diseases at the Vanderbilt University Medical Center.

“Of all the infections that are acquired on public conveyances, I think respiratory infections are the most common,” he says. And coughing and sneezing give exhalations more energy, which means you’re more likely to spread germs or virus over a larger distance than if you simply had the sniffles.

In fact, being within just two rows of someone sick can increase your risk of coming down with whatever they have, some research finds. The longer the flight, the more likely it is that you’ll infect others.

The CDC also recommends that everyone who travels is fully vaccinated against COVID-19. “The vaccines are very, very effective in preventing infection and keeping people out of the hospital with COVID,” says Dr. Schaffner.

Additionally, the organization warns against travel if you’ve recently had surgery, a heart attack, or a stroke—these can increase your risk of blood clots and heart-related issues. In any of these instances, you have plausible reason to plead your case.

Step 2: Know the rules.

Today in the U.S., airlines essentially all across the board (minus some low-cost carriers and basic economy fares) have permanently gotten rid of change fees, says Scott Keyes, founder of Scott’s Cheap Flights . That means that usually, if you’re booked in main economy or higher, you can change your travel dates after you book without paying a penalty beyond any fare differences. (Southwest has had this policy for decades.) So while rebooking for another time isn't the same as a refund, it is often an option if you’re too sick to fly right now.

It’s also worth noting some key policy updates in the world of flying and flexibility. Just recently, for example, United announced that passengers booked in basic economy can now upgrade to main economy (something that wasn’t allowed in the past) and thereby be able to switch a flight without having to pay a penalty. “It's a little convoluted,” says Keyes. “But it’s one way that folks will be able to have flexibility if they are not able to travel for some reason.”

Also important to remember: If an airline ever cancels or significantly changes your flight, by law you’re eligible for a full cash refund (or you can switch to more convenient flight). So if your flight gets changed big time and you’re feeling under the weather anyway, know that flight schedule changes are actually an opportunity to either get a refund or get a much more convenient flight, says Keyes.

Step 3: Hop on the horn—with your doctor and then your airline.

If you are indeed a sick passenger and need to cancel your flight (read: you can’t change your dates), try to do so before the original scheduled departure time, says Brett Snyder, president of Cranky Concierge air travel assistance . If you don’t cancel in time, you lose the ability to use that credit toward future travel.

Generally, you are going to need a doctor’s note or a medical letter proving illness. From there, it’s worth giving your airline a call. While a full refund for being sick might be unlikely (a travel credit would be a more realistic hope), Keyes notes that “airline customer service agents are empowered to make decisions on whether they grant what you're asking for or not.” And with the pandemic, you might have a higher chance of leniency than you would have pre-pandemic, he says.

If you don’t get what you hope for the first time around, call again, he suggests. There are thousands of airline representatives. “Don't just assume, ‘well, I've got to eat the cost of the ticket.’ Take your chances and call; maybe you'll get lucky,” Keyes says.

In fact, that advice holds for any situation you’re in with travel, whether you’re within the 24-hour cancellation time frame , don’t have a doctor’s note, or just feel stuck—it’s always worth reaching out and trying to get what you can.

Step 4: Think ahead.

Find yourself stuck with a fee? The next time you’re booking an expensive trip, consider Cancel For Any Reason (CFAR) travel insurance , which could reimburse you if you get sick.

“CFAR tends to be something people buy aspirationally,” says Keyes. “But it’s not a ‘get out of jail free card.’” It might, though, give you a 75 percent refund on a flight price if your reason for not flying is covered, for example.

“Policies vary among insurance companies and products,” says Keyes. So just be sure to read the fine print of any plan you buy to make sure you understand what you're being insured for.

This article has been updated with new information since its original publish date.  

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Can My Credit Card Help Me Get a Refund on Canceled Trips?

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Whether you’ve booked your trip a year in advance or you just planned it a few weeks ago, sometimes life gets in the way. Maybe you have a family emergency, or you get a nasty ear infection right before you’re due to fly. And who could have predicted the coronavirus outbreak that brought virtually all travel to a screeching halt?

If you’re wondering if your travel credit card can help you get a refund on your canceled trip, the answer is maybe. There are many circumstances where a credit card would give you protection, but there are also many scenarios that won’t be covered.

Here’s what you can do if you’re faced with nonrefundable charges for a trip you can’t take.

Check your card’s travel protection

The Platinum Card® from American Express and the Chase Sapphire Reserve® , like some other cards , offer varying levels of trip cancellation insurance that’s designed to protect you for some unforeseen circumstances like:

Sickness, accident or injury that affects either you or an immediate family member or traveling companion.

Severe weather that affects the start or continuation of your trip (Note: if the severe weather is already a known event, like a declared hurricane, it may not be covered).

Jury duty or court subpoena.

Terrorist activity.

It’s important to note that the travel must have been booked on the credit card that offers travel protection. Simply holding the card but paying with a different one won’t help.

While that coverage can be very useful in some situations, it doesn’t cover everything. During the coronavirus crisis, for example, the credit card would likely only cover your trip cancellation if you or your traveling partner contracted the virus and were unable to travel. If you canceled your trip because you were afraid of getting sick, your credit card would probably not refund your trip.

Here are a few other things that most travel protection from credit cards explicitly will not cover:

Change of plans or financial circumstances.

Pre-existing conditions.

Travel arrangements canceled or changed by a tour operator or any travel agency unless it is the result of severe weather or an organized strike affecting public transportation.

Traveling against the advice of medical professionals.

If you have to cancel a nonrefundable trip, the first course of action is to check the benefits of your credit card. If your canceled trip is covered, you’ll need to file a written claim within 20 days of the event with Chase, or 60 days with American Express.

» Learn more: 9 credit cards that provide travel insurance

Know your rights with flights

There are times when you’re entitled to a refund on your canceled flight, but it may be hard to get if the airline insists on offering a voucher instead. If you’re having trouble getting the refund you’re due, your credit card company may be able to step in and help.

According to the Department of Transportation, passengers are due a refund if their flight is canceled. Even if the airline offers to put you on a different flight instead, if you choose not to travel, you are entitled to a refund. Sometimes airlines will offer vouchers in place of a refund, but you don’t have to settle for a voucher if it doesn’t make sense for you.

» Learn more: What to do if an airline changes or cancels your flight

Even if your flight is changed instead of canceled, you still may be eligible for a refund. This rule is a bit more vague. According to the Transportation Department, you’re entitled to a refund if the airline has made a “significant schedule change and/or significantly delays a flight.”

The problem is that the DOT has not explicitly defined what “significant” means. In general, if your flight is changed by many hours, or changed from a nonstop to one with multiple connections, you have a good case for getting a refund.

First, pursue a refund directly with the airline. If you’re not making progress or it's flat-out refusing a refund, you can consider disputing the charge with your credit card. Make sure you can show that you’ve made good faith attempts to resolve this directly with the airline.

» Learn more: 3 effective ways to get airlines and hotels to bend their rules

How to refund a nonrefundable airline ticket

Using a credit card dispute for a nonrefundable airline ticket should be your last resort after exhausting all other possibilities. Under the Fair Credit Billing Act, credit card chargebacks give consumers a way to recoup costs when a merchant doesn't deliver the product promised at the point of purchase.

As noted above, you're going to need to show that you've made a good faith effort to resolve the issue with the airline first. A successful chargeback often hinges on documentation.

Save screenshots and relevant emails documenting both the reason your flight ran into issues and the airline's response to your refund request. It can be difficult to document the content of phone calls, so it would help to stick to email and customer service chat services when pursuing a refund directly from the airline.

So what happens if you dispute an airline charge? That will depend on the airline's willingness to play ball. Chargebacks can be long and drawn out, so be ready to remain persistent. It's in the airline's best interests not to approve a chargeback, so even if your credit card company is willing to process the chargeback, you may still face pushback from the airline.

Merchants are free to appeal chargebacks and, ultimately, arbitration may be necessary if the airline refuses to cooperate.

The bottom line

There are many cases when your credit card can help you get a refund on your canceled trip. Next time you book travel, make sure you use a credit card that provides travel protection. Or, explore adding extra travel insurance to your trip to guard against other scenarios that your credit card won’t cover.

How to maximize your rewards

You want a travel credit card that prioritizes what’s important to you. Here are our picks for the best travel credit cards of 2024 , including those best for:

Flexibility, point transfers and a large bonus: Chase Sapphire Preferred® Card

No annual fee: Bank of America® Travel Rewards credit card

Flat-rate travel rewards: Capital One Venture Rewards Credit Card

Bonus travel rewards and high-end perks: Chase Sapphire Reserve®

Luxury perks: The Platinum Card® from American Express

Business travelers: Ink Business Preferred® Credit Card

Planning a trip? Check out these articles for more inspiration and advice: Find the best travel credit card for you Snag these hotel loyalty perks, even if you’re disloyal Earn more points and miles with these 6 strategies

on Chase's website

1x-10x Earn 5x total points on flights and 10x total points on hotels and car rentals when you purchase travel through Chase Travel℠ immediately after the first $300 is spent on travel purchases annually. Earn 3x points on other travel and dining & 1 point per $1 spent on all other purchases.

75,000 Earn 75,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,125 toward travel when you redeem through Chase Travel℠.

1x-5x 5x on travel purchased through Chase Travel℠, 3x on dining, select streaming services and online groceries, 2x on all other travel purchases, 1x on all other purchases.

75,000 Earn 75,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's over $900 when you redeem through Chase Travel℠.

1x-2x Earn 2X points on Southwest® purchases. Earn 2X points on local transit and commuting, including rideshare. Earn 2X points on internet, cable, and phone services, and select streaming. Earn 1X points on all other purchases.

50,000 Earn 50,000 bonus points after spending $1,000 on purchases in the first 3 months from account opening.

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5 Airlines That Offer Refundable Plane Tickets

Charlene Rhinehart is a CPA , CFE, chair of an Illinois CPA Society committee, and has a degree in accounting and finance from DePaul University.

Traveling by air can be very expensive, which is why many people often prioritize lower fares. The cost of an airline ticket tends to be a deciding factor in buying a ticket, along with comfort and convenience. One of those conveniences is the ability to refund your ticket. U.S. airlines that offer refundable and non-refundable tickets include Southwest, JetBlue, Delta, United, and American. Here's why you should also consider the potential for refunds when choosing an airline.

Key Takeaways

• Refundable flights are generally more expensive than non-refundable ones.
• Consider booking a refundable flight if you're uncertain about your travel plans.
• Some airlines charge a fee to issue a refund and others have strict cancellation policy terms.
• Airlines must issue full refunds if you cancel your flight within 24 hours of booking.

Are Plane Tickets Refundable?

By law, plane tickets are fully refundable within the first 24 hours of booking if you book at least seven days in advance. After that, each airline has a different policy for refunding airfare.

Most airlines offer a choice between refundable and non-refundable airline tickets. Refundable tickets tend to be more expensive. That's because you have the reassurance of knowing that you can get the money returned to you if your travel plans change.

Non-refundable tickets are often cheaper, but they do carry risks . In most cases, you won't get your money back if you don't use it, but you may be able to get another flight with the same airline. Another drawback is that a reused non-refundable ticket is non-transferable, which means you can only apply that amount toward a new ticket for yourself—not for another person.

The higher costs of a refundable ticket can range from a few hundred to thousands of dollars, depending on the kind of flight you book—economy, business, or first class . Basic economy tickets are usually completely non-refundable, meaning not only will you not get your money back, you cannot reuse them.

Refund Policies at Major Airlines

Every airline has a different refund policy. That's why it's important to know what your options are by asking any airlines you plan to book with or verifying the details website. We've got you started by laying out some basics about the airfare refund policies for five major U.S. airlines.

1. Southwest

Some tickets offered by Southwest ( LUV ) are refundable with no penalties This includes the airline's Business Select fares and Anytime fares. A 100% refund applies if you cancel your ticket at least 10 minutes before the flight's scheduled departure time.

Southwest's Wanna Get Away tickets, which are the cheapest ones available, are non-refundable. But their cost may be applied toward future travel during a certain time.

JetBlue ( JBLU ) does not charge a change or cancellation fee for most of its airline tickets, including Blue, Blue Plus, and Mint fares on all routes. If you want to change your flight, you are responsible for any difference in ticket costs.

The exception is Blue Basic. If you want to cancel or change a Blue Basic ticket, you will likely have to pay a $100 fee for travel in the Caribbean, Central America, or North America and a $200 fee for travel to other regions.

3. Delta Air Lines

Delta ( DAL ) offers refundable and non-refundable tickets for domestic and international flights. It typically does not charge fees for changing your tickets, except for Basic Economy. Tickets purchased under this category are completely non-refundable and non-changeable.

Delta has some cancellation or change fees to consider with non-refundable tickets. For domestic travel, Delta charges a cancellation or change fee of $0 to $400, depending on the travel route. You will also have to pay the difference in any flight costs.

4. United Airlines

United Airlines ( UAL ) tickets are generally non-refundable, although some fares do allow for refunds. Refunds and changes are not permitted with Basic Economy tickets. The airline does permit cancellations or changes for any ticket without a penalty if the flight is canceled or changed within 24 hours of booking.

5. American Airlines

American Airlines' policy is similar to United and Delta in that it offers refundable and non-refundable tickets. Cancellation fees vary, though, based on the type of cabin you choose. These fees vary from no charge to up to $750 based on where you travel.

How Refundable Tickets Work

When you buy your airline ticket, you will likely have an option to book a refundable ticket. These bookings can be fully refunded—or in some cases, partially—if you cancel your flight for any reason.

Whether it's better to book a refundable or a non-refundable ticket depends on your needs and budget. If you're traveling for business , you may not need a refundable ticket because your plans may be less likely to change than if you were planning a vacation.

If there's any doubt that you will travel, you should consider a refundable ticket. The cost of paying extra will be better than paying for a ticket that you don't use.

There are a few things to keep in mind about refundable flights. Some airlines charge a fee to issue a refund, while others have a strict cancellation policy. In the latter case, you may only have a certain window of time during which you can request a refund.

If you're a frequent flyer who has racked up a lot of miles, the airline may be willing to overlook its policies and grant a refund. Keep in mind that all flights are, by law, fully refundable within 24 hours of booking.

Other Considerations for Non-Refundable Tickets

There are circumstances when you may be able to obtain a refund for a non-refundable ticket. As mentioned above, airlines are required by law to provide full refunds to all buyers, regardless of ticket type, who cancel within 24 hours of booking tickets that they purchased at least seven days in advance.

• Canceled or Changed Flights: If you bought a non-refundable ticket that is canceled or changed by an airline, you're entitled to a refund. If canceled, the airline may attempt to book you on another flight but you may request a refund instead. If changed, you may be entitled to a refund, depending on the airline's policy for changes and flight refunds.
• Flight Credits: Check with your airline to see whether it offers credits (aka, vouchers) for non-refundable tickets toward future flights.
• Travel Agency Bookings: For tickets purchased through an online travel agency, you must deal with the agency rather than the airline for refunds. Plus, some agencies may have charges associated with flight changes or cancellations.
• Insurance: A Cancel for Any Reason travel insurance benefit can ensure that you're able to recoup a certain portion of the money you've paid for a non-refundable ticket. And it doesn't matter why you have to cancel the flight.
• Using Miles: If you use frequent flyer miles to travel, you may be able to get a refund (or change your flight), but a fee may be involved. Check before committing your miles to a flight if getting a refund is a must.

What Are My Rights for a Flight Refund?

You are legally entitled to a full refund within 24 hours of booking if you cancel a flight that you booked at least seven days in advance of departure. You are also entitled to a full refund or a new flight if your flight is cancelled. Depending on the terms of your ticket, such as with a refundable ticket, you may also be entitled to a refund if you cancel for any reason.

When Do Airlines Refund Your Money?

Airlines are required by law to process your information in a timely way. The U.S. Department of Transportation defines this as within seven days if you purchased your ticket with a credit card and within 20 days if you purchased it with a check or with cash.

When Am I Not Entitled to a Refund for Airline Tickets?

You are not legally entitled to a refund if you cancel a ticket that is non-refundable for personal reasons, such as if you arrive late to the airport or if you're sick. You're not entitled to a refund if you don't like the airline's service, or if you incur extra expenses such as rental car or hotel expenses. Although, many airlines will grant refunds in these scenarios, they are not legally obligated to do so.

Whether it makes sense to purchase refundable or non-refundable plane tickets can depend on the circumstances of your travel plans and how concerned you are about potentially losing money if your trip doesn't pan out. Be sure to check with the airline or your travel agency on cancellation, change, and refund policies for non-refundable tickets before you buy them.

U.S. Department of Transportation. " Refunds ."

University of Virginia, UVA Finance. " Should I Buy a Refundable Airline Ticket? "

Southwest. " Get to know our fares ."

Southwest. " Fare Information ."

JetBlue. " Our Fares ."

Delta. " Fare & Discounts ."

Delta. " Change Your Flight ."

United. " Refund Policies ."

American Airlines. " Optional service fees ."

United States Department of Transportation. " Guidance on the 24-Hour Reservation Requirement ," Page 1.

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If you wish to refund your ticket, you can cancel your trip and request a refund under “Flight details” in "My bookings".

If you are unable to do so, you can also request a refund using the form below. In this case, your request will be processed manually at our service centres.

The refund will be made using the same payment method that you used.

Terms and conditions for refunds

A complete refund is only possible in the following circumstances:

• Your flight was cancelled without a replacement.
• The scheduled departure time at your departure airport was brought forward by more than an hour or delayed by at least two hours.
• The scheduled arrival time at your destination is delayed by at least two hours.
• The actual departure time was changed on the current day or the following day by more than five hours in the event of short-term flight disruptions.

Partially used tickets will be refunded pro rata.

In other cases, such as voluntary cancellation, travel, or medical restrictions, a refund is subject to certain conditions. We advised you of this when booking. For non-refundable fares, only taxes and fees can be refunded.

Travel agency tickets

For tickets which were booked via a travel agency, we recommend that you contact them. Should you require a faster response or should you have any other reason, please contact us again for processing.

Request ticket refund manually

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Booking cancelled

For tickets which were booked via a travel agency, we recommend that you contact them. If you do not receive a timely response or it seems necessary for other reasons, please contact us again for further processing.  ​ To Service Centre

General information

Details about the unused flight and/or service coupon, chat assistant service.

If you have any further questions, feel free to use our Chat Assistant service.

Airlines are going to start giving out automatic refunds for delayed or canceled flights — here's who and what will be eligible

• New regulations will require airlines to provide refunds for delayed or canceled flights.
• The refunds, which airlines have to implement over the next six to 12 months, must be automatic and prompt.
• Passengers can also get refunds for delays to checked bags. Here's which situations will be eligible.

Airlines are going to be required to provide automatic refunds for delayed or canceled flights under new Department of Transportation regulations, announced on Wednesday .

The regulations, which airlines must adapt to over the next six to 12 months, define a range of criteria that they say constitutes a "significant change" to a flight that would entitle a customer to a refund.

The new rules also entitle passengers to automatic refunds for delays to checked bags and for airlines' failure to provide extra services that customers have paid for.

The airlines will have to provide refunds that are automatic, meaning passengers don't have to request them, and prompt, which the DOT describes as within seven business days for credit card purchases and 20 calendar days for other payment methods.

The refunds must be in whatever payment method the passenger originally used, whether cash, credit card, or airline miles. The refunds should only be provided as vouchers or travel credits if the passenger explicitly accepts them.

The DOT says that the refund must also be paid in full, including all government-imposed taxes and fees and airline-imposed fees.

Related stories

Passengers will be eligible for a refund in the case of:

A canceled flight.

A domestic flight delayed by at least three hours.

An international flight delayed at least six hours.

A domestic flight scheduled to depart at least three hours earlier than the original departure time.

An international flight scheduled to depart at least six hours earlier than the original departure time.

Customers will be eligible for a refund in the case of the following if it means that they no longer wish to undertake the journey:

A change in the departure or arrival airport.

An increase in the number of connections.

A downgrade to a lower class of service.

A change to a connection at a different airport that is less accessible for a person with a disability.

A change to an aircraft that is less accessible for a person with a disability.

Passengers will be eligible for a refund of their checked bag fee if their bag is delayed and they file a mishandled baggage report, provided:

The checked bag isn't delivered within 12 hours of a domestic flight arriving at the gate.

The checked bag isn't delivered within 15 hours of an international flight that's 12 hours long or less arriving at the gate.

The checked bag isn't delivered within 30 hours of an international flight that's more than 12 hours long arriving at the gate.

Passengers will be eligible for refunds of paid-for extra services that then aren't provided by the airline, including:

Advance seat selection.

Seat upgrades.

Transportation of checked or carry-on baggage.

Airport lounge access.

In-flight entertainment and WiFi.

In-flight meals, beverages, and snacks.

In-flight blankets and pillows.

Customers will be eligible for travel credits or vouchers in the following cases related to serious communicable diseases:

If they're restricted or prohibited from traveling by a governmental entity or are required to quarantine for a substantial portion of the trip.

If they're advised by a medical professional not to travel during a public health emergency to protect themselves from a serious communicable disease, in the case of the ticket being purchased before the public health emergency was declared.

If they're advised by a medical professional not to travel, irrespective of a public health emergency, because they have or are likely to have contracted a serious communicable disease.

The travel credits or vouchers must be valid for at least five years. Airlines have 12 months to meet the new DOT requirements.

Watch: Thousands of bags pile up at US airports after flight cancellations

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Travel | Travel Troubleshooter: Expedia said it would…

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Travel | travel troubleshooter: expedia said it would refund my tickets four years ago. help.

I waited a few months, but the refund never showed up on my credit card. I contacted Expedia in early 2022, and they told me to contact Air Transat for my refund. I did, and an Air Transat representative said the airline had already sent my refund to Expedia.

I’ve contacted both Expedia and Air Transat on numerous occasions since then, and I’ve also asked my credit card company for help. It says that there’s no record of a refund from Expedia or Air Transat.I would love to get my refund. Can you help me?

— Keith Dawe, Toronto

ANSWER: Expedia should have refunded your money four years ago. I believe this is a new record for the longest airline refund case. (Congratulations, Expedia!)

Air Transat is a relatively small charter airline, so that might explain the initial delay. But at some point, Expedia should have taken ownership of this problem and helped you get a refund. Instead, it looks as if you bounced between Expedia, Air Transat and your credit card company for years. Literally, years. You must be exhausted.

What happened? It looks as if Air Transat refunded part of your purchase with a check, which appears to only cover taxes and fees. This left an outstanding balance of about $1,002. Air Transat claims it sent the money to Expedia, but Expedia said it never received the money.

Here’s the thing: When you buy an airline ticket through an online travel agency, it is responsible for the refund. It doesn’t matter if the airline refunds it or not. So, if Expedia says that you’re entitled to a refund, and it promises to process a refund in a few weeks, it’s on Expedia.

You were way too patient with your airline and online agency. You should have received the promised refund promptly, and if you didn’t, you should have filed a credit card dispute to recover your funds.

I list the names, numbers and email addresses of the Expedia executives on my consumer advocacy site, Elliott.org . A brief but firm email to one of them might have motivated Expedia to find your missing money.

I contacted Expedia on your behalf. In response, the company apologized and admitted that there was “an error with the refund.””The refund has been processed,” a representative said. Expedia also added $200 worth of points to your loyalty account as an apology for the delay.

Christopher Elliott is the founder of Elliott Advocacy , a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at elliottadvocacy.org/help/ . (c) 2024 Christopher Elliott Distributed by King Features Syndicate, Inc.

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Here are airline passenger rights you need to know during a travel meltdown

Editor's Note

We expect 2024 will break records again for travel. Some of the air travel problems passengers saw post-2020 have been resolved, but there are still many issues.

Last year, hundreds of thousands of summer travelers experienced flight delays and cancellations . Every time they come up, we get asked the same question: "What are airline passengers' rights?"

Airline passengers in the U.S. have more rights than they used to. However, the rules are not quite as favorable as some travelers would hope.

Airlines often blame the weather when almost anything goes wrong — and, truthfully, the weather is often involved, at least as a triggering event. That was certainly the case last year as summer thunderstorms pounded the country and disrupted travel from Chicago to Newark.

Bad weather can have cascading, nationwide effects on airline operations. So, sometimes, you might run into a weather-related cancellation or delay even though it's clear and sunny outside your window.

Fortunately, there is good news to report this year.

New air passenger rights rules issued by the U.S. Department of Transportation mean things are improving for passengers ... even if they don't go as far as many had hoped to see.

For example, even if your flight is substantially delayed or canceled, you still aren't entitled to a full refund if you completed the trip in some form or fashion.

This is where a travel credit card offering trip protection and coverage for weather-related scenarios can help. The card can offset the cost of unexpected expenses you incur (like a hotel night, ground transportation and unexpected meals) to help close the gap.

While the current list of airline passenger rights is growing, some rules are in place to help with travel disruptions. Here's what you are currently entitled to when your air travel plans go sideways, as well as what could be coming down the road (or in the skies) in the future.

You're entitled to a refund

Per the DOT policy, every airline passenger is entitled to a cash refund when their flight is canceled or significantly delayed or when the schedule is significantly changed. (This only applies if they choose not to fly because of the change.)

That goes for weather-related disruptions and those that are technically the airline's responsibility, like maintenance issues.

Here are a few things to know about that refund:

• You're only entitled to a refund for the unused portion of your trip. So, say you fly from New York to Washington, D.C., your return trip gets canceled and you decide to take the train home. You would be owed a refund only for the return portion of your trip.
• If you accept the airline's rebooking offer, you're not eligible for a refund.
• Thanks to new rules just unveiled by the Biden administration, the DOT now defines what constitutes a significant delay or schedule change. As of April 2024, the DOT says a significant delay is three hours for domestic flights and six hours for international flights.
• If they don't end up traveling, eligible travelers must receive refunds for their trips automatically to their original form of payment within seven to 20 days, depending on how they paid.
• The DOT also rolled out the website FlightRights.gov . It's an update to the previous airline consumer service dashboard that notes which airlines already offer cash compensation, travel credits, vouchers or frequent flyer miles for delays and cancellations.

Compensation during airline delays

New rules from the Biden administration have increased passengers' rights overall. Forced compensation for long delays is not among the firm new rules.

However, as shown on the DOT's airline customer service dashboard , most major U.S. airlines provide meals, cash for meals or meal vouchers when delays cause a wait of three hours or longer. A notable exception is Frontier Airlines, which is not very generous.

Additionally, most major carriers guarantee hotel accommodations, plus the necessary ground transportation and from the hotel, when delays lead to an unexpected overnight stay. The only airline that doesn't guarantee this, according to the dashboard? Frontier Airlines.

Remember that these are for so-called controllable delays — the ones that are technically the airline's fault, like those due to aircraft maintenance or a staffing problem.

Notably, these guarantees do not apply to flights affected by bad weather or air traffic control problems.

Compensation for airline cancellations

Like with delays, airlines aren't required to compensate passengers for canceled flights. However, most major U.S. carriers do provide some guarantees for the cancellations deemed to be their responsibility. (Again, this doesn't apply to weather disruptions.)

All 10 carriers evaluated by the DOT guarantee meals, cash for meals or meal vouchers when cancellations lead to a wait of three hours or longer for a new flight.

Every airline — except Frontier — guarantees complimentary hotel accommodations for these covered cancellations leading to an unexpected overnight stay; the airlines also cover ground transportation to and from the hotel.

None of the airlines provide cash compensation for long delays or cancellations, which is what some of us at TPG would like to see. That would make the U.S. rules more like Europe's EU261 compensation rules.

Keep in mind that even if the airline doesn't technically owe you compensation, you can always ask. The worst the airline can say is "No."

Related: Tips for using social media to contact airlines and hotels

The 24-hour refund rule

Let's say you book an airline ticket and then find a better deal, or you realize your just-booked itinerary won't work for you. Or, maybe you simply select something you didn't intend.

There's good news: Per the DOT policy , in the U.S., airlines must do one of two things: provide penalty-free refunds to passengers who cancel within 24 hours or allow customers to place a 24-hour hold on a ticket without purchasing it.

This applies to all types of tickets, including basic economy tickets and those that are technically "nonrefundable."

Several airlines provide refunds for changes and cancellations beyond 24 hours, depending on the fare type, but they all have to give a 24-hour window of some sort.

Those rules came into effect in 2012. The DOT ordered airlines to allow passengers to cancel nonrefundable bookings or reservations within 24 hours of purchase as long as the booking is made at least seven days before the flight.

Tarmac delay rights

Airlines should not leave you on a plane on the tarmac for hourslong delays. Airlines have gotten much better about letting passengers off planes if they can't get clearance to take off in a reasonable amount of time; the DOT cracked down on long tarmac delays by issuing rules in 2010.

Airlines are now required to provide food and drinking water after passengers have sat for two or more hours on a plane on the ground. Airlines must allow passengers to get off by the three-hour mark for domestic flights and the four-hour mark for international flights. If the airline doesn't follow these rules, it is subject to large fines from the DOT.

Interestingly, some have argued that these rules have actually made delays worse. Either way, passengers have a right to avoid sitting indefinitely on the tarmac, unable to get off the plane.

New airline passenger rights under consideration

While most U.S. airlines guarantee things like meal vouchers and a complimentary hotel night when they are responsible for a major delay or cancellation, the Biden administration wants to go even further.

In May of 2023, the DOT announced a plan to propose rules requiring airlines to compensate passengers for these so-called controllable cancellations and delays. (Again, this wouldn't apply to bad weather and other factors outside the airline's control.)

If ultimately approved, the rule would seemingly bring consumer protections more in line with those in the European Union under that previously mentioned provision known as EU261.

"DOT has taken unprecedented action to protect and expand travelers rights when airlines cause cancellations and delays," a DOT spokesperson told TPG last year. "Before Secretary [Pete] Buttigieg was sworn in, none of the largest U.S. airlines guaranteed meals, hotels, or transportation when they were the cause of a cancellation — now 10 guarantee meals and transportation and nine offer hotels. Additionally, this Administration has helped return over a billion dollars in refunds to travelers, has fined airlines at all-time highs, and is continuing to fight to expand passengers' rights."

Major airline trade groups have criticized the proposals, pointing to existing guarantees by airlines for meals, hotels and ground transportation; they warn that regulations could drive up costs for all passengers.

The DOT will also now require airlines to proactively inform passengers if they're entitled to a refund and to issue refunds for paid services (like Wi-Fi or seat selections) that the customers don't actually receive.

Will there be a new airline passenger bill of rights?

Some political leaders want to go even further than the current air passenger rules being adopted by the DOT.

Sens. Richard Blumenthal, a Democrat from Connecticut, and Ed Markey, a Democrat from Massachusetts, proposed a law that would enshrine rights to airline passengers — much as the Bill of Rights protects the rights of Americans.

"[Airlines] need to provide not only refunds but also additional compensation like the $1,350 if flights are delayed more than four hours, which is part of my bill of rights. $1,350 on top of refunds and alternative transportation expenses. Because the only message that the airlines seem to understand is dollars and cents," Blumenthal shared with TPG.

"And if they have to pay a penalty beyond refunds and beyond paying for alternative transportation, it will get their attention," he continued. "And also giving passengers the right to sue, the right to legal recourse is very important because the Department of Transportation isn't always as vigorous as it should be."

Under the proposed legislation, airlines would be required to refund tickets for flights delayed as little as one hour and provide alternative transportation. They would also be required to pay for food and hotels. Finally, the bill would forbid airlines from using weather as an excuse for delays and cancellations when it's actually their fault.

A challenge for passengers is that even with that proposed legislation, there is an "out" for weather or other uncontrollable events. It's unclear if the meltdown Southwest Airlines suffered during the 2022 Christmas season , for example, would be considered weather-related or not for the purposes of coverage by that bill of rights.

These proposed airline passenger bills of rights are a long way from passage. Airlines for America has called the legislation "short-sighted" and promised to campaign against it.

Related: 6 real-life strategies you can use when your flight is canceled or delayed

Bottom line

The current list of airline passenger rights is not where we'd necessarily like to see it, but we have seen a lot of positive passenger developments in the past few years.

Regarding delays and cancellations due to weather, however, the airlines still have a lot of wiggle room in compensating passengers. That said, just like during Southwest's Christmas week meltdown , we are hopeful the airlines will do the right thing and make consumers whole for costs like meals, lodging and alternate flights in the end.

No matter what rules are in place, though, you will need to be your own best advocate. Record all expenses, and report your case directly to the airline for compensation. If you don't get relief, you can always contact your representatives in Congress and even file a complaint with the DOT.

The worst thing an airline can tell you is "No." Even then, if you use the right credit card to book your ticket , you'll still have an avenue to recoup some of your additional expenses.

Related reading:

• Key travel tips you need to know — whether you're a first-time or frequent traveler
• Flight canceled or delayed? Here's what to do next
• Best travel credit cards
• Where to go in 2024: The 16 best places to travel
• 8 of the best credit cards for general travel purchases
• 10 ways to get through airport security faster

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Some airline issues get you a refund, some don't. How it works | Cruising Altitude

John Schrier was traveling home to New York from Taipei, Taiwan, last month and said the flight was interminably boring.

“As we boarded, you could see that about half of the screens had a black screen,” he told me. “Half of us were not able to watch an entertainment system.” 

Schrier said he reached out to the Taiwanese airline EVA Air on multiple platforms, including on social media during the flight, but initially had no luck hearing back or getting reimbursed for the inconvenience of a transpacific flight with no inflight entertainment.

Unfortunately for Schrier, it’s unlikely any compensation will be coming. Airlines have conditions attached to every ticket, known as contracts of carriage, that outline their minimum obligations to passengers. Contracts of carriage, coupled with rules from regulators like the Department of Transportation, give passengers their basic rights when flying – but seatback screens are not usually considered mandatory equipment, even if they’re advertised as an available amenity.

Nevertheless, the Transportation Department recently announced new rules that give consumers increased protections when other kinds of things go wrong, so here’s what you need to know about what is and isn’t a reimbursable offense by an airline these days.

What is an airline contract of carriage?

Airline contracts of carriage are the terms and conditions that passengers agree to when they fly. Travelers automatically sign on when they purchase their tickets, even if they don’t have to formally sign a document. The contracts typically outline an airline’s commitments for transportation, as well as what happens if your flight is delayed or canceled and other fine print related to your itinerary.

“Some airlines have a customer bill of rights to basically simplify the airline contract of carriage, but essentially it’s what’s allowed, what’s not allowed, but everybody has a little bit different verbiage,” Loulu Lima, founder of the Texas-based travel agency Book Here Give Here, told me. 

If you want to comb through the fine print, airlines make their contracts of carriage available on their websites. EVA’s contract , which covered Schrier’s trip, includes terms and conditions on how tickets can be used and (not) transferred, how stopovers work, what kinds of delays or cancellations make a passenger eligible for a refund and other assorted policies.

“It’s going to depend on the airline. An American airline is going to have a different set of rules than an Asian one,” Lima said. “The rules are really written based on the country of the corporate office."

Here are the contracts of carriage for each of the major U.S. airlines, if you want to take a look: 

• American Airlines
• United Airlines
• Delta Air Lines
• Southwest Airlines

Can passengers get a refund for broken inflight entertainment?

Usually not. 

“If you have status, you might get some loyalty points out of it, but other than maybe going on social media and making a big stink about it you’re probably not going to get anything,” Lima said.

Some airlines are also more accommodating than others and may voluntarily give passengers credits when something like that goes wrong. A few years ago, I was flying on Delta, and my seatback screen was broken, and I was given about 2,500 SkyMiles as a goodwill gesture. 

Schrier said EVA eventually offered him about $100 in compensation.

Last week's Cruising Altitude: Another Boeing plane issue? Don't fall for the headlines.

New Department of Transportation rule increases traveler protections

Though inflight entertainment isn’t typically considered crucial equipment by an airline, which means it’s safe to travel even if those seatback screens aren’t working, the Transportation Department recently announced new rules that help guarantee protections and refunds for other kinds of problems in the air. 

Part of the change mean: 

• Airlines will have to automatically issue refunds within 20 days if a passenger’s flight is canceled or significantly delayed (over three hours) and they choose not to travel on alternative flights offered.
• If a traveler pays a checked bag fee and their bag is significantly delayed, they’ll be entitled to a refund of the fee. 
• If a traveler pays in advance for an ancillary service like an extra legroom seat or Wi-Fi and then does not have access to that amenity on the flight, they will have to receive a refund for those charges.

The refund policies were also coupled with another new rule that requires more upfront, clear-cut disclosure of airline fees.

“A lot of what we hear from passengers involves refunds – or the lack thereof – for passengers who experience cancellations and disruptions.” Transportation Secretary Pete Buttigieg said in a statement announcing the new rules. “Infrequent fliers are especially vulnerable, since they may not know that we are here for them, and are often not told about their right to a refund, and too often instead offered compensation in form of a voucher or miles whose value amounts to pennies on the dollar of what they are actually owed. Or they enter the vortex of call centers and chatbots, sometimes giving up before they get their money back.”

Schrier, for example, said he had a lot of trouble getting through to EVA to file his complaint. 

It’s definitely frustrating for travelers who are on a long flight without functioning entertainment. I’m usually totally dependent on the seatback screen for my distractions while flying. But if the alternative is for a flight to get significantly delayed or canceled while technicians fix the operating system, I think I’d rather just get going. 

Zach Wichter is a travel reporter for USA TODAY based in New York. You can reach him at [email protected].

Bonza administrators tell customers no refunds for now, despite company's promise to reimburse cancelled flights

Jennifer Hinton was one of thousands of Bonza customers left in the lurch this week.

The single mother had spent months saving up for a trip from Mackay to Melbourne with her young daughter for what would be their first holiday in five years.

"The idea of going on holidays is a luxury for people like me and then to have something like this happen, it's just disgusting — really poor form," Ms Hinton said.

"I can't afford to just start forking out money straight away like that to pay for a new set of flights."

Qantas came to the pair's rescue by replacing their flights free of charge.

But Ms Hinton has been left $623 out of pocket and will not be receiving a refund from Bonza any time soon.

The embattled low-cost carrier cancelled all services across the country on Tuesday morning, and has now ruled out any further flights until after Tuesday, May 7.

Bonza promised full refunds in text messages to some affected passengers, not long before it was placed into voluntary administration.

Newly-appointed administrators Hall Chadwick released a statement on Wednesday night acknowledging it was a "difficult time for all involved".

"Unfortunately the administrators and/or the company are not in a position to process or issue refunds at this time," the statement read.

"We understand how frustrating this is and we appreciate customers' patience."

The Australian Competition and Consumer Commission (ACCC)  is urging affected customers to contact their banks for potential reimbursement. 

More than money lost

Townsville pensioner Katy Hamilton said she held little hope of Bonza passengers ever seeing their money again.

"Good luck to them. I'm sorry, but that's how I see it," Ms Hamilton said.

Ms Hamilton had been using the budget airline to fly to the Gold Coast, before catching a train to Brisbane to visit her sister who is in palliative care.

But her most recent cancelled flight was to attend a netball competition for her daughter.

She said she was owed $125 by Bonza, but had also lost $300 in accommodation costs.

"That's not a lot, but to me it is when I'm trying to support my child," she said.

Sunshine Coast woman Sarah Wood had paid about $400 to fly to Darwin with her husband Rob on Wednesday morning.

"As small-business operators, we really don't get that much opportunity for a holiday so this week off is really precious to us," Ms Wood said.

“The stress level was through the Richter scale.”

She said she was told by Virgin and Qantas that they were not eligible for free flights as they were not considered "stranded".

The couple has spent an extra $2,000 on flights, accommodation and transport just to ensure their trip could go ahead.

“We're lucky enough that we had the available money to be able to purchase alternative tickets.

"My heart goes out to those others that didn't have that choice," Ms Wood said.

Airline 'monopoly'

Bradd Morelli, managing partner from insolvency firm Jirsch Sutherland, said it was not unusual for customers to miss out on refunds in the early stages of a company collapse.

"That would be a standard position from an administrator," Mr Sutherland said.

"If they've pre-booked, they're technically a creditor." He said it could be months before refunds were issued — if at all.

"If Bonza is going to restructure or if there's a sale, it may be that the purchaser wishes to honour those bookings in order to maintain or maximise goodwill," Mr Morelli said.

Ms Hinton said while she was very grateful to Qantas for stepping in and providing free flights, its airfares were well out of reach.

"I paid $623 with Bonza, the ticket price of my Qantas flights was $1,884," she said.

Despite the dramas, Ms Wood said the low-cost carrier should stay in the air, and called on the Federal government to intervene.

“They do everything in their power to help Qantas and Virgin … where's the help to Bonza?" she said.

“Where is the assistance to help these little regional airlines get off the ground so that we don't have a monopoly with the big two? It's another Coles and Woolies scenario."

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