Refund & Cancellation Policy
This Refund & Cancellation Policy explains how cancellations, changes and refunds are handled for flight bookings made through Flights. As an independent UK-based travel agency, we facilitate bookings on behalf of airlines; the underlying fare rules of the operating airline always apply. Please read this policy carefully before completing your booking.
1. Cooling-off period
Under UK Consumer Contracts Regulations, flight bookings are exempt from the standard 14-day cooling-off period because they are time-sensitive transport services. Once an electronic ticket has been issued, cancellation is governed by the airline's fare rules and the terms below.
2. How to request a cancellation or change
You may request a cancellation or change by emailing support@flightsbookingonweb.example or calling 0203 983 2847 (24/7). Please quote your 6-digit booking reference and the lead passenger's last name. Online check-in must not have been completed; once check-in is closed, most fares become non-refundable.
3. Airline fare rules
Each ticket is subject to the airline's fare rules, which are presented to you before payment and confirmed on your e-ticket. Fares are typically classified as Lite (non-refundable, non-changeable), Flex (changeable for a fee), Premium / Business (often fully changeable, partially refundable). The exact rules vary by airline, route and booking class.
4. Cancellation fees
Where a refund is permitted, the following may be deducted from your refund: (a) the airline's cancellation fee, as set out in the fare rules; (b) any non-refundable airline-imposed surcharges; (c) our agency service fee of £35 per passenger per ticket; (d) any payment-processing fees that are non-recoverable from the card network. The remaining amount, if any, will be refunded to the original payment method.
5. Non-refundable charges
Optional extras such as seat selection, additional baggage, in-flight meals, lounge passes and travel insurance are generally non-refundable once purchased. Government taxes that are not actually levied (because you did not fly) may be refundable on request, even on a non-refundable ticket — this is permitted under UK CAA guidance.
6. Refund timelines
Once a refund is approved by the airline, we process it back to the original payment card within 5 working days. Card networks and your bank may take a further 7–60 working days to credit your account, depending on the airline and card scheme. We will keep you updated by email at every stage.
7. Cancellation by the airline
If the operating airline cancels your flight or makes a significant schedule change (more than 5 hours, a change of departure airport, or downgrade), you are entitled under UK Regulation EC 261/2004 (as retained in UK law) to: (a) a full refund of the ticket, including any unused onward sectors; or (b) re-routing on the next available service, at no additional cost. We will arrange this on your behalf at no agency service fee.
8. Denied boarding, delay and disruption
Compensation for denied boarding, long delays and downgrades is paid by the operating airline directly to the passenger under UK261. We will provide reasonable assistance with the claim but compensation is not paid by us.
9. No-shows and missed flights
If you fail to board a confirmed flight (a "no-show") the entire ticket, including any onward and return sectors, may be cancelled by the airline and is generally non-refundable. Please contact us as early as possible if you anticipate a missed connection.
10. Name changes and corrections
Minor name corrections (up to three characters) can usually be made free of charge if requested within 24 hours of booking. Larger changes or full name changes are treated as a cancellation and rebooking and are subject to the fees above.
11. Refunds for travel insurance
If you purchased travel insurance through us, refunds are subject to the insurer's own cooling-off period (typically 14 days from issue, provided you have not travelled or made a claim).
12. Force majeure
Where flights are cancelled due to events outside the airline's control (extraordinary circumstances such as severe weather, political instability, pandemic restrictions or air-traffic-control strikes), refunds are limited to those required by the airline's tariff and applicable law. UK261 cash compensation does not apply in extraordinary circumstances, but the airline must still offer a refund or re-routing.
13. Disputes
If you are not satisfied with how a refund or cancellation has been handled, please write to us at support@flightsbookingonweb.example. We will respond within 14 days. If the matter remains unresolved, you may refer the dispute to the IATA Travel Agent Programme dispute-resolution service or, where applicable, to the UK Civil Aviation Authority's Passenger Advice and Complaints Team (PACT).
14. Governing law
This Refund & Cancellation Policy is governed by the laws of England and Wales. Customers resident in Scotland or Northern Ireland may bring proceedings in their local courts.
15. Contact us
Refunds & Cancellations Team, Flights, London, United Kingdom. Email: support@flightsbookingonweb.example. Phone: 0203 983 2847 (24/7).
Last updated: 1 May 2026.