Two Types of Refunds
It is important to understand that travel refunds may involve two separate items:
- Airline refund: Any refund for an unused ticket, cancelled flight, schedule change, or airline-approved refund is controlled by the airline’s fare rules and policies.
- FaresQuery service fee: Any fee charged for assisting with booking, changes, cancellations, or travel support is separate from airline charges and is governed by this policy.
Need urgent clarity?
Refund eligibility can change based on fare type and airline conditions. For faster help, call FaresQuery before taking action.
Refund of FaresQuery Service Fee
FaresQuery service fees may be refundable in limited situations, depending on whether work was performed and whether the requested service could be completed.
- No work performed: If no support work has started and the request is cancelled, the service fee may be eligible for review.
- Request cannot be processed: If the booking cannot be accessed, verified, or actioned, and no service has been completed, a refund review may be considered.
- Service quality concern: If you believe the service was not delivered as described, contact us within 7 days so the matter can be reviewed.
Service fees are generally not refundable once the requested booking, cancellation guidance, rebooking, change assistance, or travel support has been successfully provided.
Airline-Imposed Fees
Airline change fees, cancellation penalties, fare differences, taxes, seat fees, baggage charges, and other airline-imposed costs are not controlled by FaresQuery. Any refund of these charges is subject to the airline’s own rules, timelines, and approval process.
How to Request a Refund Review
To request a refund review, call 0204 621 8349 and keep the following details ready:
- Name and phone number used for the original request.
- Date and approximate time of the call or service request.
- Reason for requesting a refund review.
- Any airline confirmation number or booking reference, if available.
Most refund reviews are handled as quickly as possible. If approved, refund timing may depend on the payment method, payment processor, and bank processing timelines.
Chargebacks
We recommend contacting FaresQuery first before initiating a chargeback. Many issues can be resolved faster through direct review. If a chargeback is initiated, FaresQuery may provide documentation of services requested, services performed, and communication history where applicable.
Contact
For refund-related questions, cancellation guidance, or booking support, call 0204 621 8349. Calling is the fastest way to get assistance with time-sensitive travel issues.