My booking has been cancelled, how do I get a refund?

Your booking (train, hotel, car hire or flight) has been cancelled and you’d like to know how to get a refund.

👨‍💻 What should you do if your booking is cancelled?

Case 1: The cancellation is voluntary (you cancelled via the platform)

👉 What to do:
Nothing. If you made a request through our platform, it’s automatically sent to our team. We’ll process your request and there’s nothing else you need to do.

Case 2: The cancellation is involuntary (the provider cancelled your trip)

👉 What to do:
You must contact our customer service team if your booking was cancelled for reasons beyond your control. Please send us your supporting documents so we can start the process.

Why?
To get information out quickly, companies usually inform the traveller directly, but not always the agency.

🧐 You’ve done what’s needed but haven’t received your refund?

If you’ve followed the steps but nothing has appeared in your company account, the main reason is often a missing IBAN. Without this, our accounts team can’t make the transfer.

👀 How do you check or add your IBAN?

Go to your admin area > Travel menu
Click on the Billing tab
Go to the Payment methods section
Enter your IBAN

📆 When will you receive the funds?

Once approved, refunds will automatically appear on your next invoice.

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