This policy applies only to bookings made through AirFiesta. If you booked directly with an airline or another agency, please contact them.
1. Supplier rules come first
Whether a ticket can be changed or refunded, and how much it costs, is set by the airline's fare rules for your ticket. Before you book, we explain the change and refund rules of the fare you choose.
2. Changing a booking
- Contact us with your AirFiesta booking reference and the change you need.
- We send your options in writing, listing the airline change fee, any fare difference and our service fee of US$10 per passenger.
- Nothing is changed or charged until you approve.
3. Cancelling a booking
If your fare allows a refund, we request it from the airline once you ask us to cancel. Non-refundable fares may return only certain taxes, or a travel credit, depending on the airline's rules. Cancel before departure: missing a flight without cancelling (a "no-show") often means losing the ticket's value.
4. 24-hour cancellations for US flights
For flights to or from the United States booked at least 7 days before departure, US Department of Transportation rules generally allow a full refund if you cancel within 24 hours of booking. Contact us straight away if this applies.
5. If the airline cancels or changes your flight
We'll contact you with the airline's alternatives. If the airline cancels or significantly changes your flight, you may be entitled to a refund if you don't accept the alternative, and on some routes to care or compensation under US DOT rules or EU261/UK261. We will not charge our change fee for airline-initiated changes. [Confirm this matches your practice.]
6. When refunds arrive
We pass on refunds as soon as we receive them from the airline, to your original payment method unless agreed otherwise. Airlines can take several weeks to process refunds.
7. Our service fees
[State whether AirFiesta service fees are refundable, for example: "Our service fee is charged only once a change is completed and is not refundable after that."]
8. How to request a change or refund
Email support@airfiesta.com, call +1 (484) 298-9807 or WhatsApp +61 7 3077 6006 with your booking reference.