Refund & Cancellation Policy

1. Fare-lock fees

• The lock fee pays for creating and holding a real airline reservation. Once the reservation is created, the fee is non-refundable, including if you decide not to fly or let the lock lapse.
• If you convert the lock into a ticket before the deadline, the full fee is credited toward the ticket.
• For scheduled fare locks, the fee is non-refundable once the reservation is created. If we cannot create a suitable reservation on the scheduled day after our retries, we refund the lock fee in full.
• Customers cannot cancel fare locks. They lapse with the airline automatically.

2. If we cannot complete your order

If a flight sells out or the airline refuses the booking after you have paid, and we cannot complete it at the price you agreed, we refund the full amount to your original payment method. The same applies if you pay to convert a fare lock and the airline does not issue the ticket. Refunds usually appear within 5–10 working days, depending on your bank. All refunds are issued in the original currency of the transaction. We are not responsible for any bank exchange rate fluctuations, international transaction fees, or currency conversion losses incurred by your card issuer.

3. Cancelling an issued ticket

• Refunds depend entirely on the airline's fare rules. Many economy fares are non-refundable.
• Where a fare is refundable, we request the refund from the airline for you and pass on what the airline returns to us, minus any airline penalty and a fixed £25 administration fee per booking for handling your request. Our booking and service charges are non-refundable, as the agency service has been fully performed at the time of booking.
• The £25 administration fee applies only to cancellations you ask for. It is never charged when the airline cancels your flight.
• For non-refundable fares, some taxes (such as airport charges) may be refundable if you do not fly. We can claim these from the operating airline for you on request.
• Under UK and EU consumer law, passenger transport services, including scheduled flights, are exempt from the 14-day cooling-off period. There is no automatic right to cancel after booking; refunds depend on the airline's fare rules.
• Refunds for issued tickets are entirely dependent on processing times by the operating airline. We will process and pass on airline refunds to your original payment method as soon as the funds are received from the airline.

4. Changing an issued ticket

Date, route or name changes are only possible if the airline's fare rules allow them, and are made directly with the operating airline using your airline booking reference. The airline charges any change fee and fare difference.

5. Airline schedule changes and cancellations

If the airline changes or cancels your flight, we will email you with the options the airline offers and the next steps, usually one of:

• accept the new flight time or routing;
• rebook onto another flight offered by the airline at no extra fare; or
• a refund of the unused ticket, where the airline allows it for the change.

Where the airline cancels and refunds, we claim the refund for you and pass on the full airline refund once we receive it, with no administration fee. Compensation for delays or cancellations (for example under UK261 / EU261) and baggage claims are made by you directly with the operating airline. For a fare lock, if the airline cancels the reservation before its deadline and before you convert, we will offer a comparable alternative where possible or refund the lock fee in full.

6. Baggage and extras

Extra bags and other add-ons follow the airline's rules and are usually non-refundable once added. If the airline cancels the flight they belong to, they are refunded with the fare. If the airline refuses an extra bag after ticketing, the bag charge is refunded in full.

7. How to request a refund

Email support@flywisego.com with your booking reference and the passenger names. We will aim to reply within 8 hours if you are travelling within the next 48 hours, or within 24 hours for general queries. For refunds on issued tickets, we confirm what the airline allows before anything is cancelled.