Airline Refunds: Where to Start

Refunds depend on the type of ticket, who cancelled and the rules that apply to the route. A cancelled flight often gives you the right to choose between rebooking and a refund. A voluntary cancellation on a non-refundable ticket may only return taxes.

Who to ask

Request the refund from whoever sold you the ticket. If you booked with the airline, contact the airline. If you booked through an agent, the agent processes the refund, even when the airline approves it.

What to include

• Booking reference and ticket number.
• Passenger names.
• Flight numbers and dates.
• The reason for the refund.
• How the original payment was made.

How long it takes

Processing can take weeks. Note the date of your request and follow up politely if you haven't heard back within the stated timeframe.

If it stalls

Escalate through the airline's formal complaint process. Many regions have consumer protection bodies or aviation authorities that handle passenger complaints. Your card issuer may also have a dispute process for services not provided.