4 ways to get a cancelled flight refund from TravelUp during Covid

TravelUp is an online travel agency based in the UK. TravelUp is regularly rated poorly by customers based on its customer service and in 2020, TravelUp was exposed by the Guardian as having changed its Terms and Conditions during the Cornonavirus pandemic and applying them retrospectively to customers. During Covid, many millions of passengers had flights cancelled and were left chasing refunds from TravelUp and other online travel agents like BudgetAir, eDreams and Opodo.

The UK regulator the CMA is even conducting an investigation into whether airlines breached consumer rights laws during Coronavirus. But unlike airlines, travel agents aren't regulated.

Screenshot 2021-02-25 at 18.33.12

How to get a refund on a cancelled TravelUp flight?

If you're one of the many unlucky TravelUp customers waiting on a cancelled flight refund due to Coronavirus travel bans, you have a few options. Some options require more time than others, and with varying chances of working.

What are all the flight refund options available during Covid-19?

Option 1: contact travelup.

You can call, email or use social media to get in touch directly with TravelUp. Unfortunately, this is what everyone else is doing (2 million others) so you'll have to join the queue.

Screenshot 2021-02-25 at 18.38.57

Contact Information for TravelUp

Effort breakdown, option 2: use a complaints website.

These sites help you send a polite letter of complaint, based on EU law. Unfortunately this can be like screaming at a brick wall (or banging your head against it), since a lot of the time the airline has already reimbursed the travel agent so they claim it's not their problem anymore.

Even worse, if you do win your case through a complaints site, they'll take 25% of your refund, leaving you with no holiday and no money to book one in the future.

Complaints Companies

Option 3: chargeback on your credit card.

You can ask your bank or credit card company to process a refund, also called a chargeback. During Coronavirus, this has become more difficult, and can take months.

Option 4: Take legal action against the travel agent

By using a licensed solicitor to commence legal proceedings against the travel agent, you can get them to sit up and pay attention.

The solicitor gathers details of the case using our online platform (5 minutes)

The solicitor prepares a letter before action (no time or effort for you, handled by a licensed solicitor)

The letter is sent by the solicitor to the travel agent (no time or effort for you)

If you want a licensed solicitor to take legal action against the travel agent, that's your strongest option. It's also more affordable than you think (starting at £149) by using Lawhive.

(Lawhive is the UK's largest online network of licensed solicitors, on average costing ⅓ of the cost of a high street law firm and consistently gets rated 5 stars by customers.)

With Lawhive, you get the advantages of a licensed solicitor helping you get your money back, but for a fraction of the cost of going to a law firm. Like a complaints website, Lawhive is completely online, but it's much cheaper since you won't have to give away 25% of your refund.

If you booked directly through the airline, you can ask your solicitor to commence legal proceedings against them instead.

What else can Lawhive help with?

Lawhive's network of solicitors can also help you resolve neighbour disputes, or a dispute with your tenant or landlord, create or dispute a will, get a divorce, and negotiate custody arrangements, all online at a third of the cost of a high street law firm.

More articles about Travel Agent Refund

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TravelUp customers have to contend with ever-changing T&Cs

Complaints from travellers claiming for a full refund spiral as they now face a £50 deduction

TravelUp has changed its terms and conditions since the pandemic and is retrospectively applying them to customers. It initially promised customers a full refund for cancelled flights. Then it imposed a fee of £75 per passenger plus a 2% charge. It subsequently changed that to £75 per booking, plus the 2% charge, then reduced it to £50 per booking. It’s now finally set up an online refund claim form, but that seems to require us to accept this fee.

SR, Warrington

Laments from TravelUp customers are echoing through my inbox and nearly 3,000 have joined a Facebook page dedicated to secure full refunds. Some have been faced with fees amounting to three figures that have almost eliminated the refunds remitted by the airlines. Until mid-April, the terms and conditions stated that a £75 per ticket fee applied if a customer cancelled or amended a ticket, whereas if the flight was cancelled by the airline they would receive a full refund “which we receive back from supplier/airline”.

In April a line was added, stating that when airlines refunded a flight they had cancelled, TravelUp would make an unspecified “deduction of credit/debit card (non-refundable) charges incurred by us at the time of the original booking and a small administration fee”. This fee turned out to be the £75 per head plus 2% of the ticket price.

In May, TravelUp’s CEO, Ali Shah, wrote to disgruntled customers announcing that the fee would be reduced to a flat rate of £50 and claimed that they had misinterpreted the initial promise of a full refund.

“Our terms and conditions originally stated that the customer was entitled to a full refund of what we receive back from the airline or supplier,” he stated. “This will never be the same as the amount you paid us when you booked, as this includes our service charges and we appreciate this has led to some customer confusion.”

Now the website’s FAQs are claiming that passengers who refuse to accept a rebooking or a credit note for a cancelled flight are deemed to have cancelled the flight themselves and are therefore requiring further service from TravelUp for which they must pay the £50.

The company’s contortions are troubling on many counts. Terms and conditions can’t be changed and retrospectively applied to bookings. It’s been illegal since 2018 to impose a surcharge for credit and debit card fees on customers. A fee of £75 per ticket plus a 2% charge – or even the new flat rate of £50 – is by no means “small” as claimed in the amended terms. And if the price charged for flights includes a service fee, as Shah states, this should be made clear at the time of booking and broken down before the payment stage.

TravelUp pointed me to a pre-existing clause half way down its terms and conditions which states that a “reasonable administration charge” will be deducted from refunds if a flight-only booking is cancelled by the airline. This is confusingly included under “Payments” rather than the section on cancellations and, since it gives no indication of what sum it regards as “reasonable”, customers would have no way of knowing what they were letting themselves in for.

Moreover, this term does not apply to accommodation-only bookings, yet PC of London says he was told that TravelUp would retain 25% of the refund for the cancelled hotel room he had booked. When he tried to claim a full refund via section 75, TravelUp disputed the claim and, by way of “evidence”, sent his card issuer the amended terms and conditions in which the right to charge a credit card fee and an administration charge had been added under the hotel cancellations section.

TravelUp was invited to comment on his case.

At the time of publication, nowhere on its website does TravelUp advise customers that they can apply direct to the airlines for a refund under Denied Boarding Regulations and thus save themselves the fee. Skyscanner, the online portal which directed many of the affected customers to TravelUp deals, told me that it has temporarily ceased its relations with the company because of its conduct. “We have been working closely with TravelUp to try to address our travellers’ complaints and concerns,” it says. “However, it’s clear that the unprecedented demands from Covid-19 cancellations, coupled with restricted customer service capacity from lockdown office closures, have meant that their customer service and refund processes are overwhelmed. We have therefore removed TravelUp from Skyscanner’s search results until such time as we are confident that they are back on top of things and that traveller cases have been resolved.”

Research by campaign group Which? has found that a number of travel companies are deducting legally questionable fees of up to £125 from customer refunds, while failing to explain their rights to claim direct from the airline. “Customers already left out of pocket by cancellations will be outraged to be told they need to pay to get their own money back,” says Rory Boland, editor of Which? Travel. 

“The number of customers still waiting for the refunds they are legally entitled to is mounting, so the regulator must take action against any companies it finds breaking the law by failing to provide full refunds for cancelled package holidays.”

If you need help email Anna Tims at [email protected]. Include an address and phone number. Submission and publication are subject to our  terms and conditions

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Need to Change Your Travel Plans Due to Coronavirus? These Are Your Options

The global covid-19 pandemic has canceled many travelers’ upcoming trips. in light of the crisis, numerous airlines, hotels, and tour providers have rolled out more lenient change and cancellation policies—with some now extending those policies into the fall and beyond..

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Need to Change Your Travel Plans Due to Coronavirus? These Are Your Options

Travelers the world over are working to cancel or rebook upcoming trips due to the global coronavirus pandemic.

Photo by Sanga Park/Shutterstock

This is a developing story. For up-to-date information on traveling during the coronavirus outbreak, visit the websites of the Centers for Disease Control and Prevention and the World Health Organization.

For travelers who are having to cancel upcoming trips due to the global coronavirus pandemic (and given the unprecedented scope of this international health crisis, we know there are a lot of you), airlines, hotels, and tour operators are offering cancellation and rebooking options that are (rightfully) more generous than what you would expect during non-pandemic times.

Numerous travel companies have considerably relaxed their change and cancellation policies through the summer and into the fall. Many appear to be keen on doing right by travelers who were unknowingly affected by this situation before anyone fully understood its scope and scale, even as they suffer some pretty unfathomable financial losses themselves.

However, if it’s a full refund you’re hoping for, unless the airline, tour operator, or cruise line canceled your trip (and even then it’s not a guarantee), you’re not necessarily going to get one. The U.S. Department of Transportation did recently remind U.S. airlines that they remain obligated to provide refunds to passengers for flights that were canceled by the airlines.

Travelers with existing reservations for trips that are due to take place several months from now may be in limbo for a little while longer as some travel companies wait to decide on what to do about change and cancellation options further out. While those travelers are likely anxious to make a decision one way or another, to just go ahead and cancel or reschedule, there could be some benefits in waiting a bit to see whether some of these policies do in fact end up getting extended (again).

As for what’s on the table right now, here is a roundup of coronavirus-related change and cancellation policies.

Will airlines refund tickets due to coronavirus?

In light of the coronavirus pandemic, airlines have had to cancel thousands of flights due to travel restrictions that have been put in place by various governments (including by the United States ) and due to a drastic drop in demand as large swaths of the population are sheltering in place and practicing social distancing to mitigate the spread of COVID-19.

Given the avalanche of cancellations, airlines have been steering customers toward the option of obtaining a future flight credit—versus a refund—if their flight has been canceled because of the COVID-19 outbreak. But in early April, the U.S. Department of Transportation (DOT) issued a notice to U.S. and foreign airlines reminding them that they remain obligated to provide “a prompt refund to passengers for flights to, within, or from the United States when the carrier cancels the passenger’s scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered by the carrier.” (Lawmakers in Europe followed suit days later , with Europen Union Transport Commissioner Adina Valean rejecting calls from airlines to relax refund rules.)

The DOT stated that it had been receiving a growing number of complaints and inquiries from ticketed passengers who said they have been denied refunds for flights that were canceled or significantly delayed.

For flights that passengers choose to cancel, the airlines are offering future flight credits, allowing travelers to cancel their ticket and basically set aside that money to be used on a flight at a later date—and thankfully, you don’t have to book that flight now (which is good because it’s impossible to know how this pandemic is going to play out). American and Delta are currently offering that flexibility for flights that were scheduled to depart all the way through the end of September, and United’s flight change waiver now extends to the end of the year.

American Airlines: Any flights booked on American up until May 31, 2020, for travel through September 30, 2020, can be rebooked without change fees for travel that takes place by December 31, 2021; flights booked between March and May 31, 2020, for all future travel can also be canceled and changed without a change fee (while the fees will be waived, you will be charged a fare difference).

The airline is encouraging those who don’t plan to travel anytime soon to simply cancel their flight online and then rebook at a later date. When you’re ready to rebook, call the reservations department and be prepared to give them your 13-digit ticket number and 6-character confirmation number.

If a flight was canceled by American Airlines (either due to travel restrictions or capacity reductions), American said it will send affected passengers an email, and they can either rebook the trip or request a refund for the remaining ticket value and any optional fees.

United Airlines: For a flight booked with United between March 3 and April 30, 2020, you can change it for free—one time—for travel that takes place within the next year. Any flights booked prior to March 3 (regardless of whether they are domestic or international) with original travel dates through May 31, 2020, can be canceled and rebooked for a flight that takes place within 24 months with no change fees. Flights booked prior to March 3 with original travel between June 1 and December 31, 2020, can be canceled and rebooked within 24 months with no change fees but the change or cancellation must be done by April 30, 2020 .

With regards to requests for refunds for canceled flights, United now has an online form that customers can fill out to see if they qualify for a refund. The airline said it could take up to 21 business days to process each request.

Delta Air Lines: Any Delta ticket for domestic or international travel through the end of September can be canceled and rebooked without a fee for travel that takes place up until September 30, 2022. Flights purchased between March 1 and May 31, 2020, can be changed without a fee for travel up to a year from the date of purchase. For flights canceled by Delta, the airline said that passengers will either be issued a future flight credit for the value of the ticket or they can  request a refund .

JetBlue: Customers who were due to travel with JetBlue through January 4, 2021, on any flight that is booked by May 31, 2020, can cancel and bank the funds to use for travel up to 24 months from the date the flight credit was issued.

Southwest Airlines: Southwest’s standard refund policies hold, with a few coronavirus-related adjustments. The carrier has tier fares that include refunds (Business Select and Anytime) and a tier fare (Wanna Get Away) that doesn’t include refunds. Those remain the same. But regardless of the type of ticket purchased, it can be canceled sans fee for a future travel credit for up to a year from the original date of purchase. However, if you had travel funds that were set to expire between March 1 and June 30, 2020, those will now expire on June 30, 2021; travel credits from flights canceled for travel that was originally scheduled to take place between March 1 and June 30, 2020, will expire on June 30, 2021.

Alaska Airlines: Alaska flights purchased on or before February 26, 2020, for travel that was originally scheduled to take place March 9 through December 31, 2020, can be canceled, the money set aside in an Alaska account, and the flight rescheduled for anytime up to one year from the original travel date. Any tickets purchased between February 27 and May 31, 2020, for travel anytime through April 30, 2021, can also be changed with no fee for travel up to one year from the original travel date.

British Airways: The U.K. carrier is allowing customers who have booked or who book new flights between March 3 and May 31, 2020, to change those flights for free—and any existing bookings for departures through May 31, 2020, can be changed without a fee as well. Those who would prefer a refund have been asked to call the airline.

Air France: The French airline is offering a travel voucher for flights that were scheduled to depart through July 2, 2020, which will be valid for one year on any Air France, KLM, Delta Air Lines, and Virgin Atlantic flights.

How are Expedia, Priceline, and other online agencies handling coronavirus refunds?

Online travel agencies such as Expedia, Travelocity, Orbitz, and Priceline serve as “middlemen” between travelers and travel suppliers. They have different working relationships with all the suppliers on their sites, which can complicate things a bit.

For instance, Expedia , Orbitz, and Travelocity can help change or cancel reservations for some of the air carriers they sell tickets for, but not all of them. For the ones with which they lack that ability, customers will have to work directly with the airline. But the bottom line is: The airline’s policy will be the policy that customers of Expedia, Orbitz, and Travelocity will have to work with.

Priceline advises its customers that “if your airline does not allow you to cancel or change your flight, we are not able to help you at this time.” The travel booking site offers a very comprehensive contact list, including websites and phone numbers, for all its partner airlines.

On the hotels front, Expedia, Travelocity, and Orbitz are allowing customers to cancel with no penalty all hotel stays through May 31, 2020, that were booked prior to March 19, 2020. For hotel stays after May 31, 2020, Expedia advises customers to check back with the site closer to the departure date.

Coronavirus refunds for hotels and vacation rentals

Hotels have always been pretty flexible when it comes to changing and canceling reservations, but in the wake of the coronavirus pandemic, they are being even more so.

Marriott International: Marriott is allowing all guests at all of its more than 7,300 properties around the world with existing reservations, for any upcoming stay regardless of the date and regardless of whether the original rate had some restrictions, to change or cancel without a charge up to 24 hours prior to arrival—here’s the key thing to note— as long as the change or cancellation is made by June 30, 2020 . For those who make new reservations now through June 30, 2020, they will be allowed to change or cancel at no charge up to 24 hours before arrival, regardless of the date of stay.

Hilton: For guests who have booked stays that were scheduled to begin on or before June 30, 2020, at any of Hilton’s more than 6,100 global properties, the change fee is being waived and the company is offering full refunds for all cancellations (including on reservations described as “non-cancellable”) up to 24 hours before arrival. New reservations booked between now and June 30, 2020, for any future arrival date, can be changed or canceled at no charge up to 24 hours before arrival.

Accor: The 5,000-hotel Accor hasn’t offered much detail on its coronavirus-related change and cancellation policies other than to say that it has advised all of its hotels to adopt flexible change and cancellation conditions for travelers with new or existing bookings through April 30, 2020.

Intercontinental Hotel Group: IHG has waived cancellation fees for existing bookings that were made by April 6, 2020, at all of its hotels the world over for stays through June 30, 2020. It is handling groups and meeting bookings on a case-by-case basis. The company has also developed some new rates and booking options for future travel such as its “book now, pay later” rate, which doesn’t require a deposit and can be canceled up to 24 hours before your stay for bookings made up to September 3, 2020, for travel until December 30, 2020.

Airbnb: Vacation rental powerhouse Airbnb recently issued an updated global change and cancellation policy. Reservations for stays and experiences made on or before March 14, 2020, with a check-in date between March 14, 2020, and May 31, 2020, can be canceled for a full refund by guests, and hosts can cancel without a charge or impact to their Superhost status (and Airbnb will refund all service fees). Reservations made on or before March 14 with a check-in date after May 31, 2020, as well as any reservations made after March 14, 2020, will not be covered unless the guest or host has contracted COVID-19. Otherwise, the host’s standard cancellation policy will apply.

What are tour operators’ policies for coronavirus changes and refunds?

Given the global health crisis that the coronavirus pandemic presents, most reputable tour operators have gone ahead and proactively canceled a good portion of their upcoming itineraries (similar to what the cruise lines did—see below). Here are some examples.

Tauck: Long-time tour provider Tauck has canceled its scheduled tours and cruises through June 30, 2020—and for those tours it will refund the affected guests. For tours that were scheduled to take place between July 1 and July 31, 2020, guests can cancel and receive a future travel credit for any tour in 2020 or 2021 (but airline change fees will not be covered). Standard change policies remain in place for tours scheduled to take place August 1, 2020, and beyond.

Abercrombie & Kent: Luxury tour operator Abercrombie & Kent has temporarily suspended ground operations globally from March 17 to May 31, 2020. A&K is offering guests on those journeys a future tour credit (that will include a 10 percent discount) for any trip for travel that takes place up to December 31, 2021.

Intrepid Travel: Global tour company Intrepid Travel has also suspended its tours through September 30, 2020. For those tours, travelers will receive a 110 percent future tour credit that they can apply toward any itinerary up until September 30, 2022. For tours departing October 1, 2020, and beyond, Intrepid said they are continuing as planned at this point, but that if customers choose to cancel, they can do so and receive a credit for whatever they had paid to be used for travel that takes place by September 30, 2022.

Collette: Family-owned tour operator Collette has canceled all its tours through June 30, 2020, and all affected guests are being offered either a future travel credit or the generous option to receive a refund.

What about cruises?

On March 14, the U.S. Centers for Disease Control and Prevention issued a 30-day “ No Sail Order” for all cruise ships to prevent the spread of COVID-19. As of April 15, 2020, the CDC extended that order, and cruise ship operations (in waters subject to U.S. jurisdiction) have been suspended until July 24, 2020, or until the U.S. Secretary of Health and Human Services declares that coronavirus no longer constitutes a public health emergency, or until and unless the CDC Director rescinds or modifies the order.

Affected customers are being offered anywhere between a 100 percent and 200 percent future cruise credit by the cruise lines.

How travel advisors can help

During a complicated and overwhelming global crisis such as the coronavirus pandemic, a travel advisor can serve as a great ally. While travel advisors can’t force travel suppliers to refund their clients, they typically have stronger relationships with suppliers and thus more sway. They will be better able to help you navigate through the options for changing your trip plans. And as travel professionals (who likely have dealt with numerous crises in the past), they can offer their advice based on their myriad of contacts in the industry and from their own personal experience.

They will also have greater insights into the kinds of trustworthy and reliable travel companies you will want to book your future travel with as we navigate this ever-changing pandemic landscape.

Can travel insurance help you get a refund?

With regard to the current coronavirus crisis, travel insurance providers consider it to be a known event as of January 21, 2020 (or thereabouts, the date can change slightly depending on the provider, but usually falls sometime between January 21 and January 27, 2020). Travel insurance purchased before that date will cover disruptions resulting from the outbreak, but any travel insurance purchased after that date will not.

An exception to that is Cancel for Any Reason (CFAR) coverage , an optional upgrade to a travel insurance policy that covers cancellations for reasons not otherwise covered by a standard travel insurance “such as fear of traveling due to coronavirus or simply not wanting to travel to a country that may be affected,” according to Megan Moncrief, chief marketing officer for travel insurance search and review site Squaremouth.

There are some limitations, however. The CFAR upgrade has to be purchased within 14 to 21 days of making the initial trip deposit and it will reimburse travelers for up to 75 percent of their trip cost—for a price. Cancel for Any Reason coverage typically costs between 5 and 10 percent of the total trip cost.

This story originally appeared on February 24, 2020, and has been updated to reflect current information.

>> Next: How Cancel for Any Reason Travel Insurance Can (and Can’t) Help You

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Airline, Hotel and Rental Car Cancellation Refunds and Vouchers: How They Work

Sam Kemmis

Many or all of the products featured here are from our partners who compensate us. This influences which products we write about and where and how the product appears on a page. However, this does not influence our evaluations. Our opinions are our own. Here is a list of our partners and here's how we make money .

Table of Contents

Getting travel refunds at a glance

Air travel cancellations, hotel cancellations, car rental cancellations, vacation rental cancellations, canceling a flight, hotel or rental car: now what.

If your airline cancels or makes major changes to your flight — no matter the reason — you are eligible for a full refund under Department of Transportation regulations . So why do so many passengers end up with a voucher instead?

Airlines often try to skirt regulations by giving passengers the option to accept a modified itinerary, even if the changes are major. But for casual travelers who've found themselves entrenched in the confusing world of refunds and who are expecting to receive cash for cancellations, many travelers might be surprised to receive vouchers instead.

Whether it's airlines, hotels or rental cars, here's what you need to know about travel refunds and when you're entitled to one, as well as how to receive and use vouchers if you otherwise can't get a cash refund:

Although specific refund and voucher policies vary from situation to situation and airline to airline, some consistencies (and federal regulations) allow for a few broad generalizations. Here's the quick glance at what you're entitled to, based on type of travel:

Air travel canceled by the customer more than 24 hours after booking will usually be compensated in the form of flight vouchers, which must be used within a certain period of time. Customers who book a more expensive "refundable" fare may be able to get a cash refund.

Air travel canceled by the airline is eligible for a full cash refund, though the airlines will often try to avoid this.

Hotel cancellations are often fully refundable if made more than 24 hours before check-in (except for prepaid/nonrefundable rates), but this varies by booking.

Car rental cancellations are almost always fully refundable, except for prepaid reservations.

Vacation rental (Airbnb, Vrbo) cancellations vary by property.

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Now we'll break that down a bit deeper:

Air travel cancellation policies vary based on two factors: when the cancellation is made and who is doing the canceling.

Cancellations made within 24 hours

All flights starting in the U.S. that are canceled within 24 hours of booking are eligible for a full cash refund under Department of Transportation regulations . It doesn’t matter if you book directly through the airline or through a third party booking service: You are eligible for a refund to your original form of payment if your flight originates in the U.S. and you cancel it within 24 hours.

However, some airlines make the process of receiving these refunds cumbersome or confusing, sometimes suggesting you accept alternatives to the cash refund. If you are having trouble finding a way to get your cash back online, call the airline or travel booking service directly.

Cancellations made after 24 hours made by the traveler

If you want to cancel a flight more than 24 hours after booking, it is subject to the cancellation policy of that particular airline and fare:

Refundable fares are generally eligible for a full cash refund.

Some tickets, including many basic economy fares, simply cannot be canceled.

Some tickets can be canceled for a voucher refund, minus a cancellation fee.

Others can be canceled for free, but are available to travelers in the future as flight vouchers.

Now that most U.S. airlines have removed cancellation fees , the most common situation is the last one. You will be able to get a full refund for your nonrefundable flight, but not a cash refund. Instead, you’ll get a voucher or credit for future flights booked within a certain time frame. This isn't ideal, but it’s better than nothing. Just remember to use your voucher before it expires.

Cancellation made by the airline

If the airline cancels or makes major changes to your flight, for any reason, you are eligible for a full refund under Department of Transportation regulations . The definition of "major changes" isn't totally clear, but in general, any schedule change of more than 24 hours should be eligible for a full refund.

However, airlines will often try to skirt this regulation by giving passengers the option to accept a modified itinerary, even if the changes are major. Here’s an email from Singapore Airlines, with our highlight in red:

travel up refund

Because “accept” looks like a default option and the alternative is less prominent, a passenger may not be fully aware of their rights. Don’t fall for it: Always request a refund if the proposed changes aren't ideal.

Also note that sometimes airlines owe you money for delays or cancellations (or at least other forms of compensation, such as meal and hotel vouchers).

And if your flight was canceled at the last-minute by the airline, you'll have to move fast to minimize disruption for the rest of your travels. Make these moves fast if your flight was canceled . And while this won't help you now, bookmark this for next time: NerdWallet's guide to how to book a flight that's less likely to get canceled .

Hotel cancellation policies are generally more straightforward than airline policies, though there are no federally enforced cancellation rules. Hotel bookings generally fall into two categories:

Fully refundable rates, which can generally be canceled within 24 hours of check-in for a full refund.

Prepaid, nonrefundable rates.

Most hotel brands offer flexible rates as the default, which are generally more expensive but either are refundable or don't require upfront payment, period. Often though, travelers prefer prepaid rates purely because they tend to be cheaper. Before booking, consider how likely it is that your travel plans might change. Saving a couple bucks on the prepaid rate might not be worth it in the end if you had to cancel and now can't get your money back.

travel up refund

You should be able to see the terms of the cancellation policy for your booking during checkout. Read and understand them before committing.

One more reason why hotels tend to be more generous than airlines. Unlike airfare, the value of canceled flexible hotel bookings usually isn't offered in the form of credits or vouchers, but as a direct refund of the deposit amount to your credit card .

This one’s easy: Unless you specifically book a prepaid rate for a car rental reservation, you should be able to change, cancel or modify it without incurring a fee. The rules for cancellations on prepaid rates vary among companies and reservations, but they are often more flexible than nonrefundable airfare — and even more flexible than hotel bookings.

Video preview image

Vacation rental brands like Airbnb and Vrbo take a slightly different approach: They offer a range of cancellation policies, from extremely flexible to nonrefundable, and let the hosts (property owners) choose from these policies.

So when booking, look for the specific policy on each property. Here’s an example of Airbnb’s flexible policy:

travel up refund

Refunds from cancellations should come directly to your card — no credits or vouchers are involved.

» Learn more: Cancel For Any Reason (CFAR) travel insurance explained

Canceling travel is never a fun experience, but it can be made all the more challenging when confronted with a host of different rules and conditions for each type of booking. Thankfully, most hotel cancellation policies are fairly straightforward: You can either cancel your booking or you can’t, and you’ll get a cash refund if you do.

However, airline cancellations are a world unto themselves and require a bit more patience and understanding. In general, you won’t get a cash refund unless you cancel within 24 hours of booking, cancel a refundable fare or have the booking canceled by the airline.

How to maximize your rewards

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On a similar note...

travel up refund

TravelUp passengers furious with changes to refund policy for cancelled flights

Changes were made to terms and conditions after coronavirus pandemic started

travel up refund

  • 09:45, 30 Apr 2020
  • Updated 15:03, 30 Apr 2020

Travel website TravelUp boasts “We’re Winners” after being nominated for a consumer award. Yet hundreds of its customers are now claiming they’re losers because TravelUp changed its terms and conditions after they’d paid for airline tickets.

The wording back in February stated that if your flight was cancelled one remedy was receiving a full refund.

That clause was amended after the pandemic started to say that TravelUp can deduct bank card charges and “a small administration fee” when processing refunds.

According to angry customers, the fee is £75 per passenger, which isn’t exactly a small amount for a large family group.

Susan Reid from Warrington was due to fly to New York with British Airways when her flight was cancelled due to the pandemic.

She wants her £521 tickets refunded but says she cannot contact TravelUp by phone, email or its own website.

“A Facebook page called TravelUp Covid Response has been set up and there I found out they were charging £75 per person admin fee plus 2% credit card charges if people wanted refunds, which could take up to 18 weeks,” she said.

Russell Nicholson says he has been refused a full refund on his cancelled £558 Qatar Airways flight from Manchester to Sri Lanka.

“All TravelUp are offering me is my airport taxes,” he says.

“Qatar Airways have refunded a colleague of mine who was on the same flight, the only difference is he booked directly with the airline, so why are Travelup saying I’m not entitled to a refund?”

Mark Etchells from Ulverston, Cumbria, said: "The admin fees are unbelievable, they are keeping already refunded airline cash, it's shameless."

Suchit Mehta of Newport, South Wales, agreed to change his flight to Bombay from March to August rather than have a partial refund.

He says that a TravelUp agent told him that he must pay any difference in the fare, which would be £594.

Then he says a different agent said the difference was £756, and later it became £1,039.

“At this point I felt that they thought I was an easy target because I was easily convinced to re-book the tickets and now they want to squeeze me for as much as they can,” he said.

“I got very angry and said that this is not fair and I will seek legal help and the agent sarcastically said that's fine.

"I checked on their website for the same tickets type, same airline and same date, and the price was only £1,578. I originally paid £1,219 for the tickets which means I should be only playing a fare difference of £359.”

TravelUp has not replied to my queries.

It is run by director Ali Shah, 43, who got £276,000 in pay and pension benefits according to the latest accounts, and made a gross profit of £20million, paying a dividend of £650,000 to shareholders.

The Competition and Markets Authority said today that consumers can expect full refunds if:

  • a business has cancelled a contract without providing any of the promised goods or services;
  • no service is provided by a business, because this is prevented by restrictions that apply during the current lockdown or;
  • a consumer cancels or is prevented from receiving the service, due to the restrictions that apply during the current lockdown.

CMA chief executive Andrea Coscelli said: “The current situation is throwing up challenges for everyone, including businesses, but that does not mean that consumer rights can fall by the wayside. If we find evidence that businesses are failing to comply with consumer protection law then we will get tough – that means launching enforcement cases and moving to court action where there is a strong reason to do so."

MORE ON Ali Shah Qatar Airways British Airways Credit cards Consumer rights

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WanderFever

Is Travelup Legit? (Scam or Not)

As someone who loves to travel, I am always on the lookout for affordable flights and accommodations. So when I stumbled upon TravelUp, a travel agency that offers discounted prices on flights, hotels, and vacation packages, I was intrigued. However, like any smart consumer, I wanted to make sure that TravelUp was a legitimate company before I handed over my hard-earned money.

After conducting extensive research, I found mixed reviews about TravelUp. Some customers praised the company for its great prices and easy booking process, while others complained about hidden fees, poor customer service, and even fraudulent activity. With such conflicting information, I realized that I needed to dig deeper to determine whether or not TravelUp was a trustworthy travel agency.

Is Traveup A Genuine Website?

Is Travelup Legit?

Travelup is a member of the International Air Transport Association (IATA) and the Association of British Travel Agents (ABTA). These credentials suggest that TravelUp is a legitimate company that adheres to industry standards and regulations.

TravelUp is an online travel agency that offers a range of travel-related services, including flights, hotels, car rentals, and travel insurance. They claim to offer the best prices and exclusive deals, and they also provide 24/7 customer support.

According to their website, TravelUp was founded in 2004 and is based in the United Kingdom. They have partnerships with over 400 airlines and 700,000 hotels worldwide. They also offer a price match guarantee, which means that if you find a cheaper price for the same itinerary on another website, TravelUp will match the price or refund the difference.

In addition to booking travel services, TravelUp also provides travel information and advice on their website. They have a blog that covers topics such as travel tips, destination guides, and news related to the travel industry. They also have a travel guide section that provides information on popular destinations, including things to do, places to stay, and transportation options.

Overall, TravelUp seems to be a comprehensive travel website that offers a range of services and resources for travelers.

Does Travelup Give Refunds?

Yes, Travelup does give refunds when applicable.

Travelup will give you refunds in certain instances. According to their policies, if the hotel or flight cannot show you the promised services, you can request a refund from Travelup. 

However, you have to wait for the hotel or airline to make the refunds to Travelup before they reach you. Travelup will not refund you if they don’t receive them from the concerned authorities. 

You might have to follow up with your hotel or airline for a refund. Additionally, they will only provide refunds if your plan is canceled two weeks before the travel date.

Contact Details

You can get a refund from Travelup by contacting their customer service representatives. They can be contacted through email or phone or by sending a letter to their postal address. 

How to Ensure a Safe Booking Experience with TravelUp

When booking with TravelUp, there are a few steps you can take to ensure a safe and secure booking experience. Here are some tips to keep in mind:

Double-Check Details

Before finalizing your booking, double-check all of the details to ensure that everything is correct. This includes the dates, times, and locations of your flights, as well as the names of all passengers. It’s also important to make sure that you have entered your contact information correctly, as this will be used to send you important updates about your booking.

Read the Fine Print

Be sure to read all of the fine print before booking with TravelUp. This includes the terms and conditions, cancellation policies, and any other important information that may affect your booking. If you have any questions or concerns about the fine print, don’t hesitate to contact customer support for clarification.

Contact Customer Support

If you have any questions or concerns about your booking, don’t hesitate to contact customer support. TravelUp offers 24/7 customer support, so you can get help whenever you need it. You can reach customer support by phone, email, or live chat.

In addition to these tips, it’s also important to use a secure and trusted payment method when booking with TravelUp. This will help to ensure that your personal and financial information is kept safe and secure.

Final Remarks

When using Travelup, make sure you do some research before making decisions.

In conclusion, TravelUp is a legitimate travel booking site that offers competitive prices and a user-friendly booking process. However, customers should be aware of the potential issues with refunds and customer service response time.

Jeyn Dashner

My name is Jeyn Dashner and I am the founder of WanderFever. I have worked as a travel journalist for many years, and exploring new places is my greatest pleasure in life.

travel up refund

travel up refund

TravelUp   Reviews

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Reviews 4.3.

94,084 total

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Had an excellent experience with Samson…

Had an excellent experience with Samson Samuel booking our flights to Jakarta! Multiple phones calls and he was very helpful and got a good price for me and helped me use my credit voucher when it wouldn’t work online! Always called me back and made sure everything was okay! Really recommend - thank you Samson!

Date of experience : March 12, 2024

Reply from TravelUp

Good morning, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Samson Samuel's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

straightforward and smooth process

straightforward and smooth process. best price found. Edit: As someone who has only bought flights directly from the airlines, I had concerns reading previous reviews getting mixed messages ranging from many having great experience to those that unfortunately have not. I will be updating this review in due time to confirm my rating as receiving the flight e-ticket can take up to 72 hours Update: I have received my E-ticket just short of 8 hours from initial purchase and everything checks out with the airline. So far so good! Saving around £150 from direct booking via the airline.

Good morning, Marko, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and straight forward to use. Thank you for your booking with us. Regards, TravelUp

I am a repeat customer to travel up

I am a repeat customer to travel up, since November 2023, thanks to Faraz Ali, who always took care of our travel arrangements eith patience and understanding, plus follow ups... this is called service where you can close your eye and get a deal which suits you and your pocket "with patience " keep it up Faraz Ali"

Date of experience : November 13, 2023

Good afternoon, Hemmy Yakub, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great afternoon ahead. Regards, TravelUp

Smooth process , good experience

Booked flights with Emirates Birmingham to Dubai , first time using Travel up . Easy process for booking , no issues at all . Would use Travel up again . Their flights are more reasonable cost wise compared to some other agents .

Date of experience : March 10, 2024

Good afternoon, Joanna, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Great options for multicity trips

Great options for multi-city trip, with easy way to select. Just one thing, our preferred option worked until final selection and then there were issues and the option was removed from the possibilities... so we had to go for 2nd best

Date of experience : March 11, 2024

Good morning, Nico, Thank you for sharing your 4-star review. We apologise for any challenges faced while making the booking online. Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected. Thank you for taking the time to share your experience with us. Regards, TravelUp

Absolute nightmare

Booked with travel up after getting quotes, 5 minutes after paying got a call saying price went up. They changed my flight to the worst airline ever, WiZZ Air. Airline has no contact numbers in uk and couldn't check online, kicked off in the end and they got it sorted. Got on flight with fingers crossed. Everything started well then we got redirected . Been on tarmac for 3 hrs and got offered a bottle of water and cheddar crackers. Finally got to destination to then find that the transfer Company didn't have a scooby about anything. Poor admin, they didn't even know the name of their own company. Gotnon transfer and waited another 2 hours before leaving. What should have been an easy 3.5 hours ended as 10 hours of crap. They're cheap for a reason.

Date of experience : March 13, 2024

Good morning Kenny, We are sorry to learn about the challenges you faced. We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you. We will take your feedback into consideration as we move forward in our work. At Travelup, we follow standard guidelines and do not engage in any unethical practice within the business. Please write to us at - [email protected] and share your booking reference number, for us to investigate it accordingly. Regards, TravelUp

Booked flights recently all good Faraz…

Booked flights recently all good Faraz Ali very helpful and notified us of changes promptly will review again when all travel complete

Good evening, Dave, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Easy process

Everything was quite easy to use on the website. The one thing that puzzled me was the changes to capital letters from lower case, seemingly at random, without my volition. Submitting the review was the hardest part!!

Good evening, Wendy, Thank you for the 4*review. We are glad you liked our online booking procedure and found the website simple and easy to use. We apologise for the hassle and challenges you have faced while submitting the review and will ensure to work on your feedback. Thank you for your booking with us. Regards, TravelUp

Very patient and waited for me till the…

Very patient and waited for me till the end so I could place the order over the phone. And I think it’s a good service to have a human talking to you while you are not sure exactly how to go about the booking especially I had a wheelchair service which need to be added.

Date of experience : March 09, 2024

Good evening, Viraj, Thank you for sharing your 5* review with our community. Your feedback is important to us, and we will continue to strive for the same level of services in the future. Hope to hear from you again about your upcoming trip. Regards, TravelUp

Not got the tickets yet

Not got the tickets yet - but the booking process was refreshing and easy. Fingers crossed it is as simple as this when the tickets arrive :-)

Good morning, Mr. Braben, Thank you for your 5-star rating. Your feedback is appreciated. Thank you for your booking with us. Regards, TravelUp

great experience for a first time user…

I had never used TralUp before and just came across to while searching for flights. I was pleasantly surprised to see how easy it was and also saved some as compared to other travel sites I usually use. Booked my return flights from London to Glasgow and received confirmation in no time. Overall a great experience.

Date of experience : March 04, 2024

Good morning, Mubashar, Thank you for the 4*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Easy website to use

Easy website to use. Made it to the payment page quickly without being hounded with lots of unnecessary optional extras!

Good morning, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Very easy booking

Faraz Ali booked my flight tickets to Bangkok. Totally professional service very polite and very helpful. I will not hesitate to use travel up again. A big thank you Faraz.

Good evening, Mr. Watts, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Simple booking process with no glitches

Having worked my way down the list of online agencies offering the flights I wanted, with every one going wrong during the booking process, it was such a relief when finally, after several hours, I was able to book all my flights with TravelUp! They were apparently more expensive than all the others I had tried, but their checked luggage was cheaper so I even ended up paying overall less than all the other outfits I had tried to book my flights through. Having used TravelUp several times in the past with no problems I trust my experience will be good when it comes to the actual flights.

Good afternoon, Joanna Codrington, We are grateful that you chose to give us a 5* rating with your valuable time. Our team enjoys doing what they do because of customers like you. Your review has made our day. Thank you for your compliment. Regards, TravelUp

Very easy to book

Very easy to book, with no faff to add in or remove extras as required. clear screens that are easy to navigate

Good morning, Ms. Banbury, We are grateful and do appreciate you taking the time to share your 5* reviews with us. We are glad you enjoyed our product & services seamlessly. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

I have just made a booking for flights…

I have just made a booking for flights and the customer service individual was very polite and helpful. Thanks for your assistance Faraz Ali

Date of experience : March 05, 2024

Good evening, Allan, Thank you for your 4-star rating. Faraz Ali will be motivated after hearing your feedback and will strive to keep serving you ahead in the future. Regards, TravelUp

I was struggling with booking and…

I was struggling with booking and payments I called the number and this guy named Milton Grey really helped me with everything he stayed little longer as his shift was finishing just to help me. This was my first time buying ticket from here but his amazing services made me their customer for life time

Good evening, Ms. Dabas, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Milton Grey's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Belfast to Orlando flights

Last year I booked flights from Belfast to Orlando via Manchester for 7 people. Flights were well priced and booking was very straightforward. Communication was good. This weekend I received an email advising that the final flight home had been cancelled by BA and Travel Up recommended a different route home. David Daniel at Travel Up booked the new flights and sorted everything out for me. Fuss free. First class service. I'll definitely use Travel Up again in the future.

Good morning, Mr. McRoberts, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that David Daniel's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

the wort travel agent ever with hidden…

the wort travel agent ever with hidden charge and they are extremely difficult to deal with - telephone wait times are ridiculous and they ignore email not replay at all they took £84.20 extra in my account did now show this charge at all plus paid £682

Awful customer service

Awful customer service, Said I would get a response by 7.30pm when I called about a very simple request in the morning and I still didn’t hear back. Also experience very rude customer service on the phone with two different male members of staff. I would definitely not book with them again or recommend to anyone

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Travelup unresponsive. Flights cancelled. Voucher/refund??? - Air Travel Forum

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' class=

The likelihood is that you will eventually get a refund from Travelup, but it may be a while yet. What is definite is that whatever refund you get will have Travelup's fee deducted from it - that will be whatever was agreed with you when you agreed to their terms and conditions.

travel up refund

Many threads here just like yours complaining about TravelUp. Known bad company for many years. Skim those threads for advice but I am afraid you chose poorly when you gave this company your money. A little research might have a saved a lot of money

I’ve used Travelup in the past once or twice, with no problems. Looking at reviews though, I can see what you mean.

I am facing the same problem with travel up. Waiting for my refund or vocher for the past 3 months but no response or contact.Have u got any update about refund other than the usual update emails?

Hi. Yes, I got my refund! I tentatively tried the phone number one day a couple of weeks ago, after finding it impossible to get through when they first reopened, and....I got through almost immediately to a very helpful operator!! I couldn’t believe that I had actually made direct contact with someone. She said that my claim had been recently dealt with& that the money would be in my account within 3 days....& it was (minus £50 admin fee). I’m so relieved& happy to have the money back. Do try the phone number in their webpage & I hope that you get through to the same helpful person who spoke to me😊Good luck!

' class=

What a relief to find someone who actually managed to speak to someone at Travelup. I have left messages ,tried phoning with no luck .

Would the number you called be: 203-771-3068 ?

All the best.

0203 771 3074

I do hope you get through & get your refund. I was stunned when I got through to speak to someone & so surprised that I could hardly string a sentence together!!

Thank you Ellie Jay.

I've just rang the number that was on the website and I followed all the prompts. But then it kept going back to the prompts again, automation.

The number you just given me thank you very much.

have a good day

BTW,I don't want a refund just to change the date.😀

Hi....finally got to speak to someone after being 3/4hr on the phone.We have to get back to them in mid October..another looonnnngggg wait☹ .

However, feel better about things now🙂

Have a nice weekend.

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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

Money Talks News

Money Talks News

Here’s What Each Airline Will Refund

Posted: December 21, 2023 | Last updated: December 28, 2023

<p>Up next are the worst airports in the United States — and it’s probably no coincidence that they’re nearly all large ones.</p>

Editor's Note: This story originally appeared on The Penny Hoarder .

Traveling by air for the holidays is hard enough. There are long lines at airport security, potential winter storms and seemingly random flight rebookings or even cancellations.

These days, it’s nearly impossible to travel without something going awry.

Airlines are not usually up front about their refund policies — you as the traveler often have to directly ask to be refunded or credited for things like a rebooked flight, lost baggage or alternate transportation.

Whether you’re traveling for the holidays this winter or planning a trip any time of year, don’t head to the airport without first knowing your refund rights as a traveler.

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<p>If you think you’re having the worst possible experience at the airport, you might be right.</p> <p>Recently, <a href="https://www.wsj.com/lifestyle/travel/best-worst-airports-2023-rankings-96d6b945">The Wall Street Journal</a> ranked the busiest airports in the country, looking at everything from on-time performance to customer satisfaction ratings.</p> <p>Here’s a look at what was found about the <a href="https://www.wsj.com/lifestyle/travel/airports-delays-cancellations-low-fares-1aa90b6a">best and worst</a> airports in America. Note that while The Wall Street Journal made a distinction between midsized and large airports, we’ve ignored that and highlighted the airports with the highest and lowest overall scores. We’ll start with the top-rated airports in the country.</p>  <p>Join 1.2 million Americans saving an average of $991.20 with Money Talks News. <a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=one-liner#newsletter">Sign up for our FREE newsletter today.</a></p> <h3>Sponsored: Find a vetted financial advisor</h3> <ol> <li>Finding a fiduciary financial advisor doesn’t have to be hard. <a rel="sponsored noopener" href="https://www.moneytalksnews.com/out/aff_c?offer_id=33&aff_id=1000&ref=https%3A%2F%2Fwww.msn.com%2Fslideshows%2Fthe-5-best-and-5-worst-airports-in-the-u-s%2F">In five minutes, SmartAsset's free tool matches you with up to 3 financial advisors serving your area.</a></li> <li>Each advisor has been vetted by SmartAsset and is held to a fiduciary standard to act in your best interests. <a rel="sponsored noopener" href="https://www.moneytalksnews.com/out/aff_c?offer_id=33&aff_id=1000&ref=https%3A%2F%2Fwww.msn.com%2Fslideshows%2Fthe-5-best-and-5-worst-airports-in-the-u-s%2F">Get on the path toward achieving your financial goals!</a></li> </ol> <p class="disclosure"><em>Advertising Disclosure: When you buy something by clicking links on our site, we may earn a small commission, but it never affects the products or services we recommend.</em></p>

The U.S. Department of Transportation Has Your Back

The U.S. Department of Transportation (DOT) has outlined “Fly Rights” that protect airline travelers in certain situations.

While the DOT’s rules don’t cover every misstep an airline might make, the DOT does protect travelers whose baggage is lost or flight is canceled.

<p>For domestic flights, airlines must reimburse customers for the contents of bags that are lost.</p> <p>Customers can claim up to $3,800 in missing items from their lost baggage, but this does not mean that the airline will necessarily reimburse a customer that amount.</p> <p>Internationally, customers may claim approximately $1,700 in missing items from their lost baggage.</p> <p>Airlines may include exceptions to what customers can claim in lost baggage in what is called a “contract of carriage.”</p> <p>A contract of carriage is the airline’s policy for its services; some airlines will exclude the ability to claim fragile items, electronics or high-value items from lost baggage claims. Be sure to read the airline’s contract of carriage before purchasing tickets.</p> <p>And remember: By purchasing tickets with any airline, you are agreeing to their contract of carriage. In addition, a customer is entitled to a refund of their checked bag fee if their airline has declared their bag lost.</p>

Lost Baggage

For domestic flights, airlines must reimburse customers for the contents of bags that are lost.

Customers can claim up to $3,800 in missing items from their lost baggage, but this does not mean that the airline will necessarily reimburse a customer that amount.

Internationally, customers may claim approximately $1,700 in missing items from their lost baggage.

Airlines may include exceptions to what customers can claim in lost baggage in what is called a “contract of carriage.”

A contract of carriage is the airline’s policy for its services; some airlines will exclude the ability to claim fragile items, electronics or high-value items from lost baggage claims. Be sure to read the airline’s contract of carriage before purchasing tickets.

And remember: By purchasing tickets with any airline, you are agreeing to their contract of carriage. In addition, a customer is entitled to a refund of their checked bag fee if their airline has declared their bag lost.

<p>If your flight is completely canceled — not just delayed — you are entitled to a full refund of the flight’s cost.</p> <p>In addition, if your flight experiences a “significant delay,” and you choose not to travel, you are entitled to a full refund as well.</p> <p>Be aware that the DOT has not defined what a “significant delay” means in terms of hours or days, so you may face an uphill battle with your airline to get that refund.</p> <p><a href="https://www.moneytalksnews.com/these-are-the-worst-nursing-homes-in-the-u-s/">Related: The Worst Nursing Homes in America Are Revealed</a></p>

Canceled Flights

If your flight is completely canceled — not just delayed — you are entitled to a full refund of the flight’s cost.

In addition, if your flight experiences a “significant delay,” and you choose not to travel, you are entitled to a full refund as well.

Be aware that the DOT has not defined what a “significant delay” means in terms of hours or days, so you may face an uphill battle with your airline to get that refund.

Related: How to Get Rid of 5 Hard-to-Sell Things

<p>If you are downgraded from one seat class to another, such as from first class to economy, you are entitled to the difference between the two fares.</p> <p>Airlines cannot downgrade you without reimbursing you, so don’t agree to a downgrade without the airline first offering a refund of the difference.</p> <p>While the DOT has passed broadly-defined laws to protect airline customers, airlines are also entitled to having their own policies about refunds.</p> <p>Take a look at these common airlines’ refund policies for canceled flights and bag fees:</p> <h3>Try a newsletter custom-made for you!</h3> <p>We’ve been in the business of offering money news and advice to millions of Americans for 32 years. Every day, in the <a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Money Talks Newsletter</a> we provide tips and advice to save more, invest like a pro and lead a richer, fuller life.</p> <p>And it doesn’t cost a dime.</p> <p>Our readers report saving an average of $941 with our simple, direct advice, as well as finding new ways to stay healthy and enjoy life.</p> <p><a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Click here to sign up.</a> It only takes two seconds. And if you don’t like it, it only takes two seconds to unsubscribe. Don’t worry about spam: We never share your email address.</p> <p>Try it. You’ll be glad you did!</p> <p class="disclosure"><em>Advertising Disclosure: When you buy something by clicking links on our site, we may earn a small commission, but it never affects the products or services we recommend.</em></p>

Seat Downgrade

If you are downgraded from one seat class to another, such as from first class to economy, you are entitled to the difference between the two fares.

Airlines cannot downgrade you without reimbursing you, so don’t agree to a downgrade without the airline first offering a refund of the difference.

While the DOT has passed broadly-defined laws to protect airline customers, airlines are also entitled to having their own policies about refunds.

Take a look at these common airlines’ refund policies for canceled flights and bag fees:

<p>United Airlines is giving away <a href="https://www.united.com/ual/en/us/fly/travel/your-shot-to-fly-sweepstakes.html" rel="noopener">one year of free flights</a> to five lucky people in its Your Shot to Fly Sweepstakes. Another 30 folks will receive a roundtrip flight for two to anywhere United flies — in any class of service.</p> <p>Members of the airline’s MileagePlus frequent flier program who upload their vaccination card to their account by June 22 will be entered in the sweepstakes.</p> <h3>Sponsored: Earn $30 in less than 30 seconds</h3> <p>Earn extra money by using <a href="https://clicks.moneytalksnews.com/?v=https%3A%2F%2Fwww.moneytalksnews.com%2Frakuten-msn&source=msn">Rakuten (formerly known as Ebates)</a> — a site that gets you cash back at more than 2,500 stores. As a bonus for joining Rakuten, you’ll earn $30 when you sign up using our link and spend at least $35 shopping online through Rakuten within the first 90 days. <a href="https://clicks.moneytalksnews.com/?v=https%3A%2F%2Fwww.moneytalksnews.com%2Frakuten-msn&source=msn">Start earning cash back and claim a free $30 bonus today</a>.</p>

United: Canceled and Significantly Delayed Flights

If your flight or entire itinerary on United Airlines is canceled, you are eligible for a full refund or travel credit, according to the company.

However, if a portion of your ticket has already been used (like if you have multiple flights in one itinerary) at the time of flight cancellation, you will be refunded a prorated amount by the airline.

If you choose to accept alternate transportation, such as a rental car or alternate flight, provided by the airline, no refund will be issued.

United decides when your flight is considered significantly delayed. In the case of a significantly delayed flight, if you:

  • Have changed your travel plans, United will waive any change fees even if your trip normally wouldn’t qualify.
  • Have canceled your trip, United will provide a travel credit or refund for the part of your trip you didn’t fly.
  • Have made it to a connecting city in your itinerary, you may ask to return to your origin and receive a travel credit or refund if no other flights are available.

<p>In general, checked baggage fees are nonrefundable. However, if your flight is canceled or impacted by a significant delay, and you opt not to travel, you are eligible for a refund from United.</p> <p>According to <a href="https://www.united.com/en/us/fly/contract-of-carriage.html">United’s contract of carriage</a>, passengers who are eligible for a refund of tickets, bags, or other fees, must request a refund within “90 days of the date the fee(s) was original paid or flight date, whichever is later.”</p> <p>Beyond that time frame, United is not obligated to provide a refund.</p> <p>United will only compensate damaged or lost baggage and baggage contents up to $3,800, and they exclude numerous items from being claimed (all items are listed in their contract of carriage), such as: antiques, flowers and plants, eyeglasses and musical instruments.</p>

United: Baggage

In general, checked baggage fees are nonrefundable. However, if your flight is canceled or impacted by a significant delay, and you opt not to travel, you are eligible for a refund from United.

According to United’s contract of carriage , passengers who are eligible for a refund of tickets, bags, or other fees, must request a refund within “90 days of the date the fee(s) was original paid or flight date, whichever is later.”

Beyond that time frame, United is not obligated to provide a refund.

United will only compensate damaged or lost baggage and baggage contents up to $3,800, and they exclude numerous items from being claimed (all items are listed in their contract of carriage), such as: antiques, flowers and plants, eyeglasses and musical instruments.

<p>On some airlines, frequent flyers get free Wi-Fi as a perk, especially if they hold an elite flyer program status.</p> <p><a href="https://www.delta.com/us/en/onboard/inflight-entertainment/onboard-wifi">Delta Air Lines</a> recently announced that it’s rolling out free in-flight connection services for SkyMiles members. By the end of 2023, it will be available on all domestic flights.</p> <p>Some foreign carriers like <a href="https://www.singaporeair.com/en_UK/us/flying-withus/entertainment/inflight-connectivity/">Singapore Airlines</a> offer free internet service to their members, too.</p> <h3>Sponsored: Add $1.7 million to your retirement</h3> <p>A recent Vanguard study revealed a self-managed $500,000 investment grows into an average $1.7 million in 25 years. But under the care of a pro, the average is $3.4 million. That’s an extra $1.7 million!</p> <p>Maybe that’s why the wealthy use investment pros and why you should too. How? With SmartAsset’s free <a href="https://www.moneytalksnews.com/smartasset-msn-nine"> financial adviser matching tool</a>. In five minutes you’ll have up to three qualified local pros, each legally required to act in your best interests. Most offer free first consultations. What have you got to lose? <strong><a href="https://www.moneytalksnews.com/smartasset-msn-nine">Click here to check it out right now.</a></strong></p>

Delta: Canceled and Significantly Delayed Flights

If your itinerary on Delta Airlines is canceled, you are eligible for a full refund. Just as with United, if a portion of your ticket has already been used at the time the flight is canceled, you will be refunded a prorated amount by the airline.

Same deal with accepting alternative transportation: If you accept Delta’s offer of alternative transportation to your destination, no refunds or travel credits will be issued.

Note that according to Delta’s contract of carriage , you must request a full refund for any applicable instances from Delta within one year of the original issue date of the ticket. Delta will not proactively offer you a refund on any services.

If your flight is significantly delayed — which Delta defines as a delay of 120 minutes or more — and you:

  • Cancel your trip, Delta will refund you at your request.
  • Accept travel on another Delta flight and are seated in a seat class lower than what you originally purchased, Delta will refund you the difference between the classes.
  • Accept ground transportation offered by Delta, you will not be refunded.

<p>Surprisingly, our nation’s vast airline system liquidates all orphaned luggage through a single resale venue — <a href="https://www.unclaimedbaggage.com/">Unclaimed Baggage</a>. Located in Scottsboro, Alabama, the company’s 50,000-square-foot warehouse store offers everything from Gucci bags to musical instruments.</p> <p>If a trip down South isn’t in the cards, shop online. I check out the store’s <a href="https://www.unclaimedbaggage.com/collections/new-arrivals">New Arrivals</a> page a few times each month to see the latest in lost goods.</p> <p>Join 1.2 million Americans saving an average of $991.20 with Money Talks News. <a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=one-liner#newsletter">Sign up for our FREE newsletter today.</a></p> <h3>Sponsored: Find a vetted financial advisor</h3> <ol> <li>Finding a fiduciary financial advisor doesn’t have to be hard. <a rel="sponsored noopener" href="https://www.moneytalksnews.com/out/aff_c?offer_id=33&aff_id=1000&ref=https%3A%2F%2Fwww.msn.com%2Fslideshows%2Fweird-ways-to-score-secondhand-bargains%2F">In five minutes, SmartAsset's free tool matches you with up to 3 financial advisors serving your area.</a></li> <li>Each advisor has been vetted by SmartAsset and is held to a fiduciary standard to act in your best interests. <a rel="sponsored noopener" href="https://www.moneytalksnews.com/out/aff_c?offer_id=33&aff_id=1000&ref=https%3A%2F%2Fwww.msn.com%2Fslideshows%2Fweird-ways-to-score-secondhand-bargains%2F">Get on the path toward achieving your financial goals!</a></li> </ol> <p class="disclosure"><em>Advertising Disclosure: When you buy something by clicking links on our site, we may earn a small commission, but it never affects the products or services we recommend.</em></p>

Delta: Baggage

In most scenarios, checked baggage fees are not refundable with Delta.

However, if your bag is lost or damaged, you can file a claim with Delta at their claim office within 24 hours of the bag being found damaged or designated as lost.

Beyond 24 hours, Delta’s contract of carriage states that they are not liable to pursue the claim.

In addition, “written notification or loss must be received by Delta’s baggage system within 21 days after the alleged occurrence,” and Delta is likely to deny any claim beyond 21 days.

Delta notes in its contract of carriage that they will not exceed the DOT’s maximum liability amount of $3,800 for lost baggage, and that fragile and perishable items may not be included in that claim.

<p><a href="https://www.aa.com/i18n/travel-info/experience/seats/basic-economy.jsp">American Airlines</a>‘ basic economy is more generous than most: It offers one carry-on (that must fit in the overhead bin) and one personal item (that must fit under the seat in front of you) at no additional cost.</p> <p>Upgrades are possible, and seat selection is available at the time of booking for an additional fee. Expect to board in the very last group before the jet bridge closes.</p> <h3>Try a newsletter custom-made for you!</h3> <p>We’ve been in the business of offering money news and advice to millions of Americans for 32 years. Every day, in the <a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Money Talks Newsletter</a> we provide tips and advice to save more, invest like a pro and lead a richer, fuller life.</p> <p>And it doesn’t cost a dime.</p> <p>Our readers report saving an average of $941 with our simple, direct advice, as well as finding new ways to stay healthy and enjoy life.</p> <p><a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Click here to sign up.</a> It only takes two seconds. And if you don’t like it, it only takes two seconds to unsubscribe. Don’t worry about spam: We never share your email address.</p> <p>Try it. You’ll be glad you did!</p> <p class="disclosure"><em>Advertising Disclosure: When you buy something by clicking links on our site, we may earn a small commission, but it never affects the products or services we recommend.</em></p>

American Airlines: Canceled and Significantly Delayed Flights

Per the DOT, if your American Airlines flight or itinerary is canceled or faces a significant delay (which is not defined by American Airlines), you will either be rebooked on another American Airlines flight or you can be refunded the remaining ticket value.

If you choose not to accept the alternatives provided by American Airlines, you will not be refunded.

American Airlines notes in their conditions of carriage that if a flight disruption is the airline’s fault, such as not having enough crew or mechanical issues, or you are diverted to another city and the flight does not board before 11:59 p.m. on your scheduled arrival day, the airline will cover the cost of an approved hotel.

If you go your own route and opt to book a hotel on your own, you will not be reimbursed by American Airlines.

To add to that, if a flight disruption is “beyond our control,” like inclement weather, American Airlines states that they are not liable to reimburse you for the cost of a hotel, meal or other expenses such as a rental car.

<p>American Airlines states that baggage fees may be refundable if you “didn’t travel as planned.”</p> <p>The American Airlines conditions of carriage states that you can file a lost or delayed baggage report if your bags do not arrive within four hours of arriving at your final destination.</p> <p>If your bags are damaged, you should report them as such prior to leaving the airport and within 24 hours of receiving the damaged bag.</p> <p>If you are seeking compensation, you must submit a Passenger Property Questionnaire within 30 days of filing your first report — be sure to request this from American Airlines.</p> <p>American Airlines has a long list of items they will not cover, such as antiques, artwork, computers, liquids, medications and multimedia equipment.</p> <p>The full list can be viewed in their <a href="https://www.aa.com/i18n/customer-service/support/conditions-of-carriage.jsp">conditions of carriage</a> under “Baggage Liability.”</p>

American Airlines: Baggage

American Airlines states that baggage fees may be refundable if you “didn’t travel as planned.”

The American Airlines conditions of carriage states that you can file a lost or delayed baggage report if your bags do not arrive within four hours of arriving at your final destination.

If your bags are damaged, you should report them as such prior to leaving the airport and within 24 hours of receiving the damaged bag.

If you are seeking compensation, you must submit a Passenger Property Questionnaire within 30 days of filing your first report — be sure to request this from American Airlines.

American Airlines has a long list of items they will not cover, such as antiques, artwork, computers, liquids, medications and multimedia equipment.

The full list can be viewed in their conditions of carriage under “Baggage Liability.”

<p>Southwest is famous for two big things: not charging for your first couple of checked bags and not playing seat referee. Passengers pick their own seats as they board, at no additional cost.</p> <p>Other carriers can charge <a href="https://www.wsj.com/articles/the-airline-seat-fees-that-buywhat-exactly-11654652660">as much as $105</a> for seat selection, each way.</p> <p><a href="https://www.moneytalksnews.com/the-complete-guide-to-getting-the-best-possible-deal-on-car-insurance/">Related: How to Get the Best Possible Deal on Car Insurance</a></p> <p>This does mean that earlier boarding groups have better odds of getting the seats they want. This means you should follow the prior tip: “The earlier you check in, beginning 24 hours before departure, the lower your boarding group and position will be,” <a href="https://www.southwest.com/help/day-of-travel/boarding-process">Southwest says</a>.</p>

Southwest Airlines: Canceled and Significantly Delayed Flights

According to Southwest’s contract of carriage , if a passenger is faced with a significant delay (which is not defined by Southwest) or an involuntary cancellation due to Southwest, you may be placed on another Southwest flight at no additional charge, be refunded the unused portion of your ticket or be provided with a flight credit.

You must request a refund from Southwest within one year from the date the affected ticket was issued.

<p>If your itinerary is canceled, you are eligible to receive a full refund on checked baggage fees.</p> <p>Should your bag be lost or damaged, Southwest’s contract of carriage states that the passenger must notify Southwest and receive a baggage report no later than four hours after the arrival of the flight on which the loss or damage occurred or four hours after receiving the baggage — whichever is later.</p> <p>Southwest passengers wishing to file a baggage claim must submit either a Lost/Delayed Report Receipt form provided by Southwest, a written notification of the baggage report number no later than 21 days after the occurrence — and, if your bag is lost, you must submit a Property Loss Claim form to Southwest.</p> <p>Similar to other carriers, Southwest omits a lot of items from what you’re allowed to claim — and Southwest will only reimburse applicable items up to $3,800.</p> <p>Some examples of claim-exempt items include jewelry, multimedia equipment, personal documents and furs such as fur coats.</p> <h3>Try a newsletter custom-made for you!</h3> <p>We’ve been in the business of offering money news and advice to millions of Americans for 32 years. Every day, in the <a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Money Talks Newsletter</a> we provide tips and advice to save more, invest like a pro and lead a richer, fuller life.</p> <p>And it doesn’t cost a dime.</p> <p>Our readers report saving an average of $941 with our simple, direct advice, as well as finding new ways to stay healthy and enjoy life.</p> <p><a href="https://www.moneytalksnews.com/?utm_source=msn&utm_medium=feed&utm_campaign=blurb#newsletter" rel="noopener">Click here to sign up.</a> It only takes two seconds. And if you don’t like it, it only takes two seconds to unsubscribe. Don’t worry about spam: We never share your email address.</p> <p>Try it. You’ll be glad you did!</p> <p class="disclosure"><em>Advertising Disclosure: When you buy something by clicking links on our site, we may earn a small commission, but it never affects the products or services we recommend.</em></p>

Southwest Airlines: Baggage

If your itinerary is canceled, you are eligible to receive a full refund on checked baggage fees.

Should your bag be lost or damaged, Southwest’s contract of carriage states that the passenger must notify Southwest and receive a baggage report no later than four hours after the arrival of the flight on which the loss or damage occurred or four hours after receiving the baggage — whichever is later.

Southwest passengers wishing to file a baggage claim must submit either a Lost/Delayed Report Receipt form provided by Southwest, a written notification of the baggage report number no later than 21 days after the occurrence — and, if your bag is lost, you must submit a Property Loss Claim form to Southwest.

Similar to other carriers, Southwest omits a lot of items from what you’re allowed to claim — and Southwest will only reimburse applicable items up to $3,800.

Some examples of claim-exempt items include jewelry, multimedia equipment, personal documents and furs such as fur coats.

<p>AAA can also help you plan and book your next vacation, even if it doesn’t involve a road trip.</p> <p>Whether you want to research hotels and flights on your own or work with a AAA travel agent, <a href="https://travel.aaa.com/">AAA Travel</a> is available through the national website.</p>

Safe Travels!

While many airlines’ refund policies are similar, there are subtle differences between each carrier.

Spend time reviewing an airline’s contract of carriage before booking — and before filing a claim — to ensure you are up to date on the company’s exact policies for reimbursing customers in the event of a flight disruption or baggage issue.

All airlines must make their contracts of carriage public, and if you can’t locate a carrier’s contract, reach out to their customer service department.

It is your right as a passenger to have access to the contract of carriage.

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  • Finding a fiduciary financial advisor doesn’t have to be hard. In five minutes, SmartAsset's free tool matches you with up to 3 financial advisors serving your area.
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Had an excellent experience with Samson…

Had an excellent experience with Samson Samuel booking our flights to Jakarta! Multiple phones calls and he was very helpful and got a good price for me and helped me use my credit voucher when it wouldn’t work online! Always called me back and made sure everything was okay! Really recommend - thank you Samson!

Date of experience : 12 March 2024

Reply from TravelUp

Good morning, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Samson Samuel's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

straightforward and smooth process

straightforward and smooth process. best price found. Edit: As someone who has only bought flights directly from the airlines, I had concerns reading previous reviews getting mixed messages ranging from many having great experience to those that unfortunately have not. I will be updating this review in due time to confirm my rating as receiving the flight e-ticket can take up to 72 hours Update: I have received my E-ticket just short of 8 hours from initial purchase and everything checks out with the airline. So far so good! Saving around £150 from direct booking via the airline.

Good morning, Marko, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and straight forward to use. Thank you for your booking with us. Regards, TravelUp

I am a repeat customer to travel up

I am a repeat customer to travel up, since November 2023, thanks to Faraz Ali, who always took care of our travel arrangements eith patience and understanding, plus follow ups... this is called service where you can close your eye and get a deal which suits you and your pocket "with patience " keep it up Faraz Ali"

Date of experience : 13 November 2023

Good afternoon, Hemmy Yakub, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great afternoon ahead. Regards, TravelUp

Smooth process , good experience

Booked flights with Emirates Birmingham to Dubai , first time using Travel up . Easy process for booking , no issues at all . Would use Travel up again . Their flights are more reasonable cost wise compared to some other agents .

Date of experience : 10 March 2024

Good afternoon, Joanna, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Great options for multicity trips

Great options for multi-city trip, with easy way to select. Just one thing, our preferred option worked until final selection and then there were issues and the option was removed from the possibilities... so we had to go for 2nd best

Date of experience : 11 March 2024

Good morning, Nico, Thank you for sharing your 4-star review. We apologise for any challenges faced while making the booking online. Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected. Thank you for taking the time to share your experience with us. Regards, TravelUp

Absolute nightmare

Booked with travel up after getting quotes, 5 minutes after paying got a call saying price went up. They changed my flight to the worst airline ever, WiZZ Air. Airline has no contact numbers in uk and couldn't check online, kicked off in the end and they got it sorted. Got on flight with fingers crossed. Everything started well then we got redirected . Been on tarmac for 3 hrs and got offered a bottle of water and cheddar crackers. Finally got to destination to then find that the transfer Company didn't have a scooby about anything. Poor admin, they didn't even know the name of their own company. Gotnon transfer and waited another 2 hours before leaving. What should have been an easy 3.5 hours ended as 10 hours of crap. They're cheap for a reason.

Date of experience : 13 March 2024

Good morning Kenny, We are sorry to learn about the challenges you faced. We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you. We will take your feedback into consideration as we move forward in our work. At Travelup, we follow standard guidelines and do not engage in any unethical practice within the business. Please write to us at - [email protected] and share your booking reference number, for us to investigate it accordingly. Regards, TravelUp

Booked flights recently all good Faraz…

Booked flights recently all good Faraz Ali very helpful and notified us of changes promptly will review again when all travel complete

Good evening, Dave, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Easy process

Everything was quite easy to use on the website. The one thing that puzzled me was the changes to capital letters from lower case, seemingly at random, without my volition. Submitting the review was the hardest part!!

Good evening, Wendy, Thank you for the 4*review. We are glad you liked our online booking procedure and found the website simple and easy to use. We apologise for the hassle and challenges you have faced while submitting the review and will ensure to work on your feedback. Thank you for your booking with us. Regards, TravelUp

Very patient and waited for me till the…

Very patient and waited for me till the end so I could place the order over the phone. And I think it’s a good service to have a human talking to you while you are not sure exactly how to go about the booking especially I had a wheelchair service which need to be added.

Date of experience : 09 March 2024

Good evening, Viraj, Thank you for sharing your 5* review with our community. Your feedback is important to us, and we will continue to strive for the same level of services in the future. Hope to hear from you again about your upcoming trip. Regards, TravelUp

Not got the tickets yet

Not got the tickets yet - but the booking process was refreshing and easy. Fingers crossed it is as simple as this when the tickets arrive :-)

Good morning, Mr. Braben, Thank you for your 5-star rating. Your feedback is appreciated. Thank you for your booking with us. Regards, TravelUp

great experience for a first time user…

I had never used TralUp before and just came across to while searching for flights. I was pleasantly surprised to see how easy it was and also saved some as compared to other travel sites I usually use. Booked my return flights from London to Glasgow and received confirmation in no time. Overall a great experience.

Date of experience : 04 March 2024

Good morning, Mubashar, Thank you for the 4*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Easy website to use

Easy website to use. Made it to the payment page quickly without being hounded with lots of unnecessary optional extras!

Good morning, Thank you for the 5*review. We are glad you liked our online booking procedure and found the website simple and easy to use. Thank you for your booking with us. Regards, TravelUp

Very easy booking

Faraz Ali booked my flight tickets to Bangkok. Totally professional service very polite and very helpful. I will not hesitate to use travel up again. A big thank you Faraz.

Good evening, Mr. Watts, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Faraz Ali's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Simple booking process with no glitches

Having worked my way down the list of online agencies offering the flights I wanted, with every one going wrong during the booking process, it was such a relief when finally, after several hours, I was able to book all my flights with TravelUp! They were apparently more expensive than all the others I had tried, but their checked luggage was cheaper so I even ended up paying overall less than all the other outfits I had tried to book my flights through. Having used TravelUp several times in the past with no problems I trust my experience will be good when it comes to the actual flights.

Good afternoon, Joanna Codrington, We are grateful that you chose to give us a 5* rating with your valuable time. Our team enjoys doing what they do because of customers like you. Your review has made our day. Thank you for your compliment. Regards, TravelUp

Very easy to book

Very easy to book, with no faff to add in or remove extras as required. clear screens that are easy to navigate

Good morning, Ms. Banbury, We are grateful and do appreciate you taking the time to share your 5* reviews with us. We are glad you enjoyed our product & services seamlessly. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

I have just made a booking for flights…

I have just made a booking for flights and the customer service individual was very polite and helpful. Thanks for your assistance Faraz Ali

Date of experience : 05 March 2024

Good evening, Allan, Thank you for your 4-star rating. Faraz Ali will be motivated after hearing your feedback and will strive to keep serving you ahead in the future. Regards, TravelUp

I was struggling with booking and…

I was struggling with booking and payments I called the number and this guy named Milton Grey really helped me with everything he stayed little longer as his shift was finishing just to help me. This was my first time buying ticket from here but his amazing services made me their customer for life time

Good evening, Ms. Dabas, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that Milton Grey's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great evening ahead. Regards, TravelUp

Belfast to Orlando flights

Last year I booked flights from Belfast to Orlando via Manchester for 7 people. Flights were well priced and booking was very straightforward. Communication was good. This weekend I received an email advising that the final flight home had been cancelled by BA and Travel Up recommended a different route home. David Daniel at Travel Up booked the new flights and sorted everything out for me. Fuss free. First class service. I'll definitely use Travel Up again in the future.

Good morning, Mr. McRoberts, Thank you so much for sharing your 5* feedback about our service. We are glad to hear that David Daniel's performance exceeded your expectations regarding your trip. We will make sure that our representative receives the recognition he deserves. Thank you for your compliment. Have a great day ahead. Regards, TravelUp

the wort travel agent ever with hidden…

the wort travel agent ever with hidden charge and they are extremely difficult to deal with - telephone wait times are ridiculous and they ignore email not replay at all they took £84.20 extra in my account did now show this charge at all plus paid £682

Awful customer service

Awful customer service, Said I would get a response by 7.30pm when I called about a very simple request in the morning and I still didn’t hear back. Also experience very rude customer service on the phone with two different male members of staff. I would definitely not book with them again or recommend to anyone

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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

Please check and complete your details before submitting the form.

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.

Please wait. We are checking the live status of your booking.

Sorry, booking reference is invalid., please try again., cancellation and refund request - live status check.

Please be patient as returning relevant information may take up to 60 seconds.

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TSA is prepared for a busy spring break travel season, expects travel volumes at nearly 6% above 2023

WASHINGTON – As spring break travelers prepare for their vacation getaways, the Transportation Security Administration (TSA) is up for the challenge and is offering practical tips to help them plan for a smooth journey as they go through the security checkpoint and take to the skies. The busy peak spring break travel season begins around March 7 and continues through March 25.

“TSA screened a record number of passengers in 2023, and we expect that trend to continue this year,” said TSA Administrator David Pekoske. “So far in 2024, travel volumes are trending at nearly 6% above the same period in 2023. We always work closely with our airline and airport partners to plan for and meet the increasing travel demand while doing our best to maintain our wait times of 30 minutes or less in standard lanes and 10 minutes or less in TSA PreCheck ® lanes.”

TSA knows travelers put a lot of time and effort into planning the perfect spring break getaway, so we are providing the following tips and tricks to help make sure your special trip gets off to a great start:

Pack smart and remember the 3-1-1 rule. Make sure to start with an empty bag to avoid packing any prohibited items. If you’re heading to the beach, you may wonder how to pack your sunscreen. Any liquids, sunscreen containers and alcohol over 3.4 ounces must be packed in a checked bag. Liquids, aerosols, gels, creams and pastes are allowed in carry-on bags as long as each item is 3.4 ounces or less and placed in one quart-sized bag. Each passenger is limited to one quart-size bag of liquids, aerosols, gels, creams and pastes.

Unloaded firearms must be packed in a locked, hard-sided case in checked baggage only and must be declared to the airline. Travelers who bring firearms or other weapons to the security checkpoint face consequences . To avoid delays, passengers should search TSA’s “ What Can I Bring? ” webpage.

Be checkpoint ready and bring a valid ID. Arrive at the checkpoint with a mobile or printed boarding pass and readily available valid ID . Listen closely to and follow instructions from TSA officers for guidance through the screening process. At many checkpoints, you may be asked to insert your physical ID into one of our Credential Authentication Technology (CAT) units, where a boarding pass is not needed. Nearly 30 airports have a second generation of CAT, called CAT-2, which adds a camera with optional facial recognition technology and smartphone reader. This technology better detects fraudulent IDs. Passengers who do not want their photos taken may ask the TSA officer for a manual ID check without losing their place in line. For more information on how TSA is using facial recognition technology, see our TSA Facial Recognition Technology Fact Sheet . Starting May 7, 2025, every air traveler 18 years of age and older must have a REAL ID -compliant driver’s license or another acceptable form of ID to fly within the United States. 2024 is a good time to get your REAL ID. Contact your state DMV for more information.

Enroll in TSA PreCheck ® . Enjoy the benefits of faster checkpoint screening with a TSA PreCheck membership. Traveling with kids? Teenagers aged 17 and under may accompany TSA PreCheck-enrolled parents or guardians through TSA PreCheck screening lanes when traveling on the same reservation and when the TSA PreCheck indicator appears on the teen’s boarding pass. Children 12 and under may still accompany an enrolled parent or guardian through the TSA PreCheck lanes any time, without restriction. Most new enrollees receive a Known Traveler Number (KTN) within five days, and membership lasts for five years. TSA PreCheck starts at $78 for a five-year membership. That’s about $15.60 per year. Online renewals are $70. Don’t delay. Enroll in TSA PreCheck today.

Arrive early and please be patient. Spring break travelers should give themselves plenty of time to account for traffic, parking, rental car returns, airline check-in, security screening and making any airport purchases before boarding a flight. The airport environment can be stressful. Remain patient, and remember everyone around you is also on their own journey. Passengers who engage in unruly behavior at the checkpoint, the gate area or inflight may face substantial penalties and possible prosecution on criminal charges.

Call ahead to request passenger support. Travelers or families of passengers with disabilities and/or medical conditions may call the TSA Cares helpline toll-free at 855-787-2227 with any questions about screening procedures and to find out what to expect at the security checkpoint. If you call at least 72 hours prior to travel, TSA Cares also arranges assistance at the checkpoint for travelers with specific needs. For more information, visit the TSA Cares website .

Ask TSA before you travel. Contact TSA over social media by sending a message to @AskTSA on X or Facebook Messenger. Passengers may also send a text directly to 275-872 (“AskTSA”) on any mobile device. An automated virtual assistant is available 24/7 to answer commonly asked questions, and AskTSA staff are available 365 days a year from 8 a.m. to 6 p.m. ET for more complicated questions. Travelers may also reach the TSA Contact Center at 866-289-9673 from 8 a.m. to 11 p.m. ET on weekdays and 9 a.m. to 8 p.m. ET on weekends/holidays. An automated service is available 24/7.

TSA encourages all passengers to remain vigilant. If You See Something. Say Something ® . Those traveling abroad for spring break should check the U.S. Customs and Border Protection Know Before You Go page to learn about required documentation.

For more information on airport security screening, visit tsa.gov .

IMAGES

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  3. Travel Refund Policies: Get Your Money Back!

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  5. NOTICE ON REGULAR TRAVEL TAX REFUND

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  6. How to Get a Travel Refund When the Price Goes Down

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COMMENTS

  1. Customer Support

    Hotel Customer Services. If you have made a Hotel Only booking and need support please contact the team on +1 646-844-9197 (Mon - Sun 9am - 10pm) Outside of these times please email [email protected] and a member of the team will contact you directly. Please do not use the Flight Only support numbers as the flight team will be unable to ...

  2. COVID 19 Voucher/Refund Request

    Track your cancellation and refund request for your flight booking on TravelUp - US, a platform that offers COVID-19 vouchers and refunds. Enter your product name, mobile/telephone, email, travel date and booking reference to see the live status of your request.

  3. Terms and Conditions

    To cancel your confirmed booking, please let us know by doing one of the following: Phone or email. Call customer services on 0118 955 6400 or email us at [email protected]. Please provide your name, home address, booking reference number and, where available, your phone number and email address. By post.

  4. Terms and Conditions

    These booking terms and conditions govern all bookings that you make with Travel Up Limited whose head office is at 1 Zodiac House, Calleva Park, Aldermaston, West Berkshire RG7 8HN, UK. In these booking conditions, references to "we", "us" and "our" indicate Travel Up (the Company) and references to "you" and "your" include the first named ...

  5. 4 ways to get a cancelled flight refund from TravelUp during Covid

    TravelUp is an online travel agency based in the UK. TravelUp is regularly rated poorly by customers based on its customer service and in 2020, TravelUp was exposed by the Guardian as having changed its Terms and Conditions during the Cornonavirus pandemic and applying them retrospectively to customers. During Covid, many millions of passengers had flights cancelled and were left chasing ...

  6. Cancellation Guarantee Terms & Conditions

    For the purpose of these Terms and Conditions, "Cancellation Guarantee" shall refer to the service which allows Travelup.com users to obtain a partial credit voucher refund (as advertised at the time of purchase, up to 90%) of any cancellation fees charged by the relevant airline if they cancel certain flight tickets after purchase. Users can ...

  7. TravelUp customers have to contend with ever-changing T&Cs

    It initially promised customers a full refund for cancelled flights. Then it imposed a fee of £75 per passenger plus a 2% charge. It subsequently changed that to £75 per booking, plus the 2% ...

  8. How to Get a Refund or Credit for Your Travel Plans Due to ...

    JetBlue: Customers who were due to travel with JetBlue through January 4, 2021, on any flight that is booked by May 31, 2020, can cancel and bank the funds to use for travel up to 24 months from the date the flight credit was issued. Southwest Airlines: Southwest's standard refund policies hold, with a few coronavirus-related adjustments.

  9. Travel up refunds advice or tips

    If what you say is correct and they can't account for the extra £150 then you should be able to do a chargeback or S.75, presuming you used a debit or credit card, for the amount of £754. Request the refund. If they pay it then do the above for the outstanding £150 or if they refuse to refund you until you agree to the £604 refund only ...

  10. Flight Vouchers, Refunds: Travel Cancellation Basics

    Air travel canceled by the customer more than 24 hours after booking will usually be compensated in the form of flight vouchers, which must be used within a certain period of time. Customers who ...

  11. TravelUp passengers furious with changes to refund policy for cancelled

    The wording back in February stated that if your flight was cancelled one remedy was receiving a full refund. That clause was amended after the pandemic started to say that TravelUp can deduct ...

  12. Is Travelup Legit? (Scam or Not)

    In conclusion, TravelUp is a legitimate travel booking site that offers competitive prices and a user-friendly booking process. However, customers should be aware of the potential issues with refunds and customer service response time. Jeyn Dashner. My name is Jeyn Dashner and I am the founder of WanderFever.

  13. Customer Support

    Mon - Wed 9am - 7pm, Thu - Fri 9am - 5pm, Sat - 9am - 4pm & Sun - 10am - 5pm. [email protected]. If you have made a Flight Only booking and need emergency support outside of our office hours (Mon - Sun 8am - 10pm) please contact us on 0118-334-7648. Please only use this number in an emergency. If you are waiting for tickets and are not due ...

  14. Flight Delay and Cancelled Flight Compensation

    Monday -Thursday. 9:00 am - 4:00 pm. Friday. 9:00 am - 3:30 pm. Times are shown in Copenhagen timezone (GMT+1) Flight delay and cancelled flight compensation for European flights. TravelRefund fights for you to get compensation on your recently delayed or cancelled flight.

  15. Read Customer Service Reviews of travelup.com

    Booking experience. I was able to book my flight online without any issue or any assistance from staffs.Compared to other travel agents,I found the ticket price to be fair.I strongly recommend to other travellers to use TravelUp. Date of experience: January 03, 2024.

  16. TravelUP, LLC.

    View customer complaints of TravelUP, LLC., BBB helps resolve disputes with the services or products a business provides.

  17. Travelup unresponsive. Flights cancelled. Voucher/refund???

    My phone log doesn't go back that far, Cate, sorry. I just looked on the website though & I think the number that you were using is for new flight bookings. These are the numbers given for customer services to do with flights 0118 955 6400. 0203 771 3074. I do hope you get through & get your refund.

  18. About TravelUp

    Let's. TravelUp has been taking the faff out of booking travel arrangements since 2004. Since the company first started its only aim has been to make worldwide travel effortless for its customers. We know that travel can be confusing, with so many options to choose from that's why our bespoke deal finder technology searches masses of ...

  19. TravelUp

    C. O. advised against all global travel on 17/03/2020 so our flights with Emirates were cancelled, we tried to contact travelup the same day by phone to be told by message all phone lines were suspended so we have e-mailed them six times using there contact us form,as of today 18/04/2020 we have had no reply or contact from them.has anybody ...

  20. Refunds

    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. (ii) an airline acknowledges that a consumer is entitled to a refunds; and. (iii) passenger funds are possessed by a ticket agent.

  21. Here's What Each Airline Will Refund

    Airlines are not usually up front about their refund policies — you as the traveler often have to directly ask to be refunded or credited for things like a rebooked flight, lost baggage or ...

  22. Read Customer Service Reviews of travelup.com

    Booking experience. I was able to book my flight online without any issue or any assistance from staffs.Compared to other travel agents,I found the ticket price to be fair.I strongly recommend to other travellers to use TravelUp. Date of experience: 03 January 2024. Reply from TravelUp.

  23. Refunds

    Refunds. 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 ...

  24. COVID 19 Voucher/Refund Request

    Cancellation and Refund Request - LIVE Status Check. You can request a cancellation of your booking by submitting your enquiry here. You can use the same system to track any refunds that may have been authorised. Please be patient as returning relevant information may take up to 60 seconds. Airline schedules are changing constantly so please ...

  25. Germany strikes: Cancelled flights and trains cause travel chaos across

    The official strike times of Lufthansa ground staff are: 8 pm on Wednesday until 7.10 am on Saturday. At Hamburg and Frankfurt airports, there are no departures at all due to a security staff ...

  26. TSA is prepared for a busy spring break travel season, expects travel

    The busy peak spring break travel season begins around March 7 and continues through March 25. "TSA screened a record number of passengers in 2023, and we expect that trend to continue this year," said TSA Administrator David Pekoske. "So far in 2024, travel volumes are trending at nearly 6% above the same period in 2023.