The ability to issue a refund for your flight depends on conditions of the ticket and the policies set by the airline. At Paylater Travel, we have to adhere to the airlines' guidelines and are unable to change the conditions on the booking.
How We Make Your Flight Terms Clear
Each airline has its own set of fare rules, which include their refund policies. These rules are specific to the ticket you have purchased and are strictly controlled by the airline. We aim to make it very clear to you if your flight is or is not refundable at the point when you search for, and book, your flight.
At point of search: When you select a flight from the search options we highlight the flight inclusions and state whether it is refundable or not.
At purchase: If you are booking a non-refundable flight, a warning will be displayed at checkout to inform you that the flight is non-refundable.
Confirmation email: Your booking confirmation email will also detail if the flight is refundable or not.
We recommend you pay attention to these various cues to ensure you are not surprised by your fare's inclusions.
Refunds follow a three-step process: first, the airline approves and releases funds; second, funds are transferred to PayLater Travel's account; finally, PayLater Travel processes the refund to your original payment method.
How we highlight if a flight is refundable or not in search. Option shown is non-refundable
Refund Process Timeline
How we warn you if the flight you selected is non-refundable at checkout.
If your refund seems delayed beyond the standard timeline, please contact our customer service team. We can escalate the issue with both the airline and our internal teams to prioritize resolution. Please understand that we cannot issue your refund until the airline's funds are officially reflected in our system.
Booking Confirmation Email
The fees
Please be advised that refunding a flight (even if your ticket is refundable) will be subject to these charges:
PLT Cancellation fee: 10% of the total booking about, or $150per passenger (which ever is cheaper)
Airline Cancellation fee: this varies by airline and we don't know the specific fares they charge until we contact them.
If your refund can be processed, be advised that airline has up to 10 weeks from the date you received the trip cancellation confirmation email to process your refund, although in most cases refunds are processed sooner.
Once the funds are received from the airline, your refund will be returned to the original payment method used for each transaction.
There is no need for you to follow up on the progress during this period, as we are unable to receive any updates from the airline before the end of the 10-week timeframe. Rest assured that if we have not received the refund after 10 weeks, we will follow up with the airline on your behalf and keep you updated on the progress.
Our Recommendation
We recommend selecting a refundable fare if you're looking for more flexibility in your travel plans. Refundable fares generally allow for cancellations and refunds, subject to the airline's conditions.
Different scenarios may affect your refund timeline. For partial refunds, you'll typically receive an email update within 7 business days. For refunds due to schedule changes, we'll verify with the airline if refunds are permitted, which can take up to 7 days. Refunds are always returned to your original payment method once we receive the funds from the airline.
Before finalizing your booking, we encourage you to review the fare details, which includes whether the fare is refundable. If you're uncertain about your travel plans or the conditions of your selected fare, please reach out to our customer service team.
Requesting a Cancellation
For details on how the cancellation process works and the options available to you please see here.
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