The short version
- To cancel or change, call us on (833) 663-0026 or email us — the sooner, the better.
- What you can cancel, change or get back depends on your fare rules. Many tickets are non-refundable.
- If the airline cancels or significantly changes your flight and you don't accept the alternative, you're generally entitled to a refund.
- Supplier fees and our service fees may apply. We always tell you the cost before making any change.
1How to cancel or change a booking
We understand that plans change. Because you booked through us, please contact Travel Vision — not the airline — so we can handle the request on your booking.
- Contact usCall us (fastest) or email us with your booking reference and the names of the travellers.
- We check your optionsA travel expert checks the fare rules and tells you any fees, fare difference or refund before anything is changed.
- You confirmNothing is cancelled or changed until you agree. We then send you written confirmation.
Please contact us before your flight departs. If you don't travel and don't cancel in time, airlines usually treat it as a "no-show": the ticket may lose all its value and any remaining flights on the same ticket may be cancelled.
2Cancelling a flight
What happens when you cancel depends on the type of ticket you bought:
- Refundable tickets can be cancelled for a refund, less any airline cancellation fee and our service fees.
- Non-refundable tickets usually can't be refunded. Depending on the airline, you may receive a travel credit for future travel, and some government taxes may be refundable.
- Basic economy and promotional fares often can't be changed or refunded at all.
Fees charged by airlines and other suppliers are set by them and are not refundable by Travel Vision.
3Changing a flight
If your fare allows changes, you can change your dates, times or route. You will usually pay any airline change fee, plus the difference in fare if the new flight costs more, plus our post-ticketing service fee. If the new fare is lower, whether you receive the difference depends on the airline's rules.
Name changes are generally not allowed on airline tickets. Small corrections to spelling may be possible, depending on the airline — please contact us as soon as you notice a mistake.
4If the airline cancels or changes your flight
If an airline cancels your flight or makes a significant change to it — for example a large change in departure or arrival time, a different airport, extra connections or a lower class of service — we will contact you and help you with the options. These usually include:
- Accepting the new flight the airline offers
- Being rebooked on another suitable flight, where the airline allows it
- Accepting a travel credit or voucher, if one is offered and you prefer it
- Asking for a refund of the unused part of your ticket
For flights to, from or within the United States, U.S. Department of Transportation rules generally entitle you to a refund if the airline cancels or significantly changes your flight and you choose not to travel or accept the alternative — whatever the reason for the cancellation. Extra compensation, such as meals or hotel stays, depends on the airline's policy and on why the flight was disrupted.
5Hotels, car rentals and packages
Cancellation rules for hotels, car rentals and holiday packages are set by the supplier and are shown before you book. Many rates can be cancelled free of charge up to a certain date, while prepaid or discounted rates are often non-refundable. For holiday packages, each part of the package — such as flights and hotels — may have its own cancellation rules.
6Travel credits and vouchers
Travel credits and vouchers are issued by the airline or supplier and follow its rules. They often have an expiry date, may only be used by the original traveller, and may only be used with the same airline. We can help you use a credit for a new booking made through us.
7Our service fees
Our service fees for arranging your original booking are non-refundable, except where the law requires otherwise — for example, when a refund is due because the airline cancelled or significantly changed your flight.
A refund or change processing fee may apply per ticket, per person. It is charged only if the airline or supplier approves the refund or change and its rules allow it. If the supplier does not approve your refund, we will return any refund processing fee you paid us — but not the original booking service fee.
8How refunds are paid
Refunds are paid to the original form of payment. Most refunds depend on the airline or supplier: we process them as soon as the supplier approves the refund and confirms the amount. Where a refund is required because an airline cancelled or significantly changed your flight, we pay it promptly once the airline confirms it, in line with U.S. Department of Transportation rules.
Once a refund has been issued, your bank or card provider may take a few days — or up to one billing cycle — to show it on your statement. We will keep you updated and can give you a reference for the refund if you need it.
9Questions and complaints
Your feedback helps us improve. If you are unhappy with any part of our service, please contact us with your booking reference and details of your concern, and we will look into it and respond as soon as possible.
If your complaint is about an airline, you can also contact the U.S. Department of Transportation's Aviation Consumer Protection office.
10Contact us
To cancel or change a booking, or if you have a question about this policy, please get in touch: