Refund Policy
What to expect if you need to cancel or request a refund, and how to raise it with us.
Last updated: 25 September 2026
This Refund Policy explains how cancellation and refund requests are handled for services arranged through Airline Travel Help. It distinguishes between the cost of the travel itself and any fee charged by us for reservation assistance, because those two things are governed by different rules.
Airline tickets and travel costs
The cost of a flight is set by the airline providing it. Whether that cost can be refunded, and on what terms, depends on the fare rules attached to the ticket you purchased and on the airline's own policies. Many fares are non-refundable or refundable only as a credit after a fee is deducted.
Where an airline refund applies, it is issued by the airline in line with its rules and the fare you selected. The rules that apply to your ticket are the ones in effect at the time the reservation was made, and they will be explained to you before a reservation is completed.
Reservation assistance fees
Where a fee applies for our reservation assistance, it will be disclosed to you clearly before you agree to it and before any work is carried out. We do not charge a fee without telling you what it is for and what it covers.
If you believe a fee was charged to you in error, or if assistance you paid for was not provided, contact us and we will review it. Our aim is to resolve genuine issues fairly.
How to request a review
To raise a cancellation, refund or billing question, contact us by phone at (844) 875-1234 or by email at [email protected]. Please contact us as soon as you can after the issue arises so we can look into it while the details are fresh.
We aim to acknowledge every request promptly and to explain the next steps in writing. Requests are reviewed individually, because the outcome depends on the fare rules and the circumstances involved.
It helps if you can tell us:
- The name the reservation was made under
- Any booking or confirmation reference you were given
- The travel dates and route
- What you would like us to review, and why
Changes made by an airline
If an airline changes a schedule, cancels a flight, or alters part of your itinerary, the options available to you are determined by the airline and the fare rules that apply. In those situations a travel representative can help you understand which options are open to you and how to take them up.
Chargebacks
If you have already asked us to review a charge and we have not resolved it, you may have rights through your card issuer or bank. We would ask that you contact us first, as most billing questions are resolved quickly once we can look at the reservation.
Contact us
Call (844) 875-1234, email [email protected], or write to 123 Main Street, Los Angeles, CA 90012.
Airline Travel Help is an independent travel reservation assistance service. We are not an airline and are not affiliated with, endorsed by, or acting as an authorised representative of any airline. Airline fare rules and supplier terms apply in addition to this policy.