Three different refunds
Airline ticket refund
Money back for an airline ticket. Decided and processed by the airline, or the provider that issued the ticket, under the fare rules and applicable law.
Airline travel credit
Value for future travel instead of money back. Issued by the airline, with conditions the airline sets.
Refund of our service fee
The fee Travelz Portal charges for its own assistance. Refundable as set out in When our fees are refundable.
Airline ticket refunds
Whether a ticket is refundable, and how much is returned, is decided by the airline, or by the provider that issued the ticket, under the fare rules, the airline's conditions of carriage, and applicable law.
For flights to, from, or within the United States, U.S. Department of Transportation rules may entitle you to a refund when an airline cancels or significantly changes a flight and you do not accept the alternative offered. Airline policies do not override those rights. Read the DOT refund guidance
We cannot promise that a refund will be approved, how much it will be, or when it will arrive. Processing times are set by the airline and payment providers.
Airline travel credits
Instead of a refund, some fares or airline policies provide a travel credit, voucher, or similar value for future travel. Credits are issued and managed by the airline and can have conditions, such as:
- an expiration date;
- use only by the passenger named on the original ticket;
- use only with the airline that issued the credit; and
- paying any fare difference when you rebook.
Accepting a credit may affect whether you can receive a refund later, so ask about this before you decide. Airline credits relate only to the airline ticket and do not include our service fee.
Our service fees
What our fees are for
Our service fee is what we charge for our own assistance: reviewing your booking and options, explaining costs, and acting on requests you authorize. It is separate from airline charges and is not paid to an airline.
How fees are calculated
A flat fee per passenger, per request. The amount depends on the type of request and is confirmed on the call before you authorize anything.
| Service | Our service fee |
|---|---|
| Flight cancellation assistance | Quoted on the call before you authorize |
| Flight change assistance | Quoted on the call before you authorize |
| Seat selection or seat upgrade assistance | Quoted on the call before you authorize |
| Name correction assistance | Quoted on the call before you authorize |
| Cabin upgrade assistance | Quoted on the call before you authorize |
| Check-in or boarding pass issue review | Quoted on the call before you authorize |
| Adding a pet to a booking | Quoted on the call before you authorize |
| Adding a lap infant to a booking | Quoted on the call before you authorize |
| Unaccompanied minor service request | Quoted on the call before you authorize |
Airline charges, such as change or cancellation charges, fare differences, taxes, seat charges, and upgrade costs, are not included in these fees.
When fees become payable
Only after you authorize the service during the call. Nothing is charged before that.
Any charge to discuss options
There is no charge to discuss your options. A service fee applies only if you authorize a paid service during the call.
How charges are disclosed and authorized
Before providing any paid service, we explain the options that appear to be available, tell you the applicable airline charges and our service fee, and ask for your authorization. No service fee is charged without that authorization.
How authorization is given and recorded: Verbal approval on the call, followed by an email summarising what you authorized and what it costs.
Payment
- How payment is taken: By card over the phone during the call, or through a secure payment link sent by email — whichever you prefer.
- How airline charges are collected: It depends on the airline and the request. Sometimes we collect the airline’s charges and pass them to the airline; sometimes the airline charges your card directly. Which applies is explained on the call before you authorize anything.
- How charges appear on card statements: We tell you on the call how the charge will appear on your statement.
When our service fees are refundable
This table sets out what happens to our service fee in common situations.
| Situation | Our service fee |
|---|---|
| You were charged a service fee in error, or charged twice | Refunded in full. |
| You cancel your authorization before we begin work on the request | Refunded in full. |
| We are unable to submit the request you authorized | Refunded in full. |
| We submit the request, but the airline declines it | Refunded in full. |
| The request is completed as authorized | Not refundable once the request has been completed as you authorized it. |
A refund of our service fee is separate from any airline refund or credit. Nothing in this policy limits any right you have under applicable law, including any right to dispute a charge with your card issuer.
How to request a service-fee refund
Email us with your booking reference, the date of the charge and the reason for the request.
Please include your name, your booking reference, the date and amount of the charge, and the reason for your request. Do not include full card numbers.
Response time: Within 5 business days.
Questions
If you have a question about a charge or this policy, call (833) 318-2190 or email support@travelzportal.com. You can also read our Terms & Conditions.