Refund & Cancellation Policy
This Refund & Cancellation Policy explains how Flights, an independent UK-based travel service, handles cancellation and refund requests for flight tickets and ancillary services arranged through us. It applies in addition to our Terms & Conditions and the fare rules of the operating airline. Where the airline's fare rules are stricter than this policy, the airline's rules apply.
1. Fare types
Airline tickets are sold under specific fare rules set by each airline. (a) Refundable fares — eligible for a full or partial refund (less applicable airline and service fees) if cancelled before departure. (b) Non-refundable fares — generally not eligible for a cash refund; in many cases the unused taxes and government charges may still be refundable. (c) Promotional / sale fares — typically non-refundable and non-changeable. The exact rules for your ticket will be confirmed to you in writing before you pay.
2. How to request a refund or cancellation
To request a cancellation or refund, call us on 0203 983 2847 from the email address used at booking, quoting your booking reference (PNR) and the lead passenger's surname. All refund requests must be made in writing.
3. Cancellation by the customer
Cancellations must be requested before the scheduled departure of the first flight on the itinerary. Once a flight has departed (a 'no-show'), tickets are usually treated as fully used and no refund is payable beyond unused taxes, where the airline permits. The applicable airline cancellation fee, our agency service fee and any non-refundable taxes will be deducted from the amount returned to you and shown clearly in our refund quote.
4. Cooling-off / 24-hour goodwill cancellation
Where a booking is made at least 7 days before departure, you may cancel within 24 hours of issue for a full refund of the airline fare, less our agency service fee. This goodwill window does not apply to bookings made within 7 days of departure or to certain promotional fares which are clearly marked as non-refundable from the moment of issue. The exact terms applicable to your booking are confirmed in writing before you pay.
5. Cancellation by the airline
If your flight is cancelled by the airline, you are entitled to a full refund of the unused portion of your ticket, in line with UK Civil Aviation Authority guidance and Regulation (EC) 261/2004 as retained in UK law. We will pass on the full refund received from the airline within the timeframes stated in section 8 below. Compensation, where due under UK261, is payable directly by the operating airline.
6. Schedule changes
If the airline materially changes your schedule (typically by more than 5 hours, or by changing the departure airport), you may choose between (a) accepting the new schedule, (b) rebooking onto an alternative flight subject to availability, or (c) a full refund of the unused portion of the ticket.
7. Ancillary services
Pre-paid seat selection, additional baggage, meals, lounge access and similar extras are refundable only where the airline's own rules allow. Our service fee is non-refundable once a booking has been issued.
8. Refund processing times
Once approved, refunds are credited back to the original payment method. Typical processing times are: (a) airline approval — up to 8 weeks (some carriers faster); (b) bank settlement after we receive funds — 5 to 10 working days. Total elapsed time can therefore be up to 12 weeks. We will keep you updated by email.
9. Travel insurance
We strongly recommend that all customers take out comprehensive travel insurance at the time of booking. Many cancellation losses (illness, bereavement, denied entry) are not refundable by the airline but may be claimed under your travel insurance policy.
10. Chargebacks and complaints
Please give us the opportunity to resolve any refund issue before raising a chargeback with your card issuer. If you remain unhappy with our decision you may refer the matter to the relevant scheme administrator (such as the Civil Aviation Authority or, where applicable, the ATOL scheme). Our complaints procedure is set out in our Terms & Conditions.
11. Contact
Refund queries: call Flights on 0203 983 2847.
Last updated: 1 May 2026.