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Refund Policy

Refund policy. Straight answers.

Refunds in travel involve two separate things: the airfare component (governed by the airline's fare conditions) and the Travelfirst advisory fee (governed by our service terms). We've addressed both separately and specifically.

Part 1 — Airfare Refunds

What your airfare refund depends on: The refundability of your base fare, taxes, and carrier charges is determined entirely by the fare conditions of your specific booking. These conditions are disclosed to you in your itinerary presentation and confirmed in your written authorization document. If you have questions about your fare conditions before authorizing, ask us.

1 You purchased a fully refundable fare and are cancelling voluntarily

You are entitled to a refund of the airfare component, subject to the carrier's cancellation procedure. Contact us to initiate the refund process. Processing times are determined by the carrier — typically 7–20 business days for credit card refunds. We will provide you with the refund reference.

2 You purchased a non-refundable fare and are cancelling voluntarily

Non-refundable fares do not qualify for a cash refund of the base fare in most circumstances. Some carriers offer:

  • → A travel credit or voucher for future use (conditions and validity vary)
  • → A partial refund of government taxes (varies by jurisdiction)
  • → A rebooking option with a change fee

We will advise on what the carrier offers for your specific fare. We cannot override carrier policy.

3 The airline cancels your flight

You are entitled to a full refund of the airfare component — including base fare, taxes, and carrier fees — regardless of fare class. This right exists under most applicable consumer protection frameworks and carrier conditions of carriage.

Contact us and we will initiate the refund process with the carrier on your behalf. If the carrier fails to process a refund you are entitled to, we will assist you in escalating the claim.

4 The airline makes a significant schedule change

If the carrier changes your departure time, routing, or operating carrier by a significant margin (typically 2+ hours, though carrier thresholds vary), you may be entitled to:

  • → Accept the change (no refund)
  • → Rebook to an alternative flight at no charge
  • → Cancel and receive a full airfare refund, even on non-refundable fares

Contact us when you receive notification of a schedule change. We will review the change against your fare conditions and advise on your options.

5 Extraordinary circumstances (force majeure)

Your refund entitlement depends on the carrier's policy, applicable regulations, and the nature of the disruption. Travelfirst will assist in navigating the process. We cannot guarantee outcomes that are outside our control.

Part 2 — Travelfirst Advisory Fee Refunds

When the fee is refunded — and when it is not.

The fee is NOT refundable:

  • When you have received options and chosen not to proceed (no fee was charged in the first place)
  • When a booking is completed under your written authorization and the itinerary was fulfilled as authorized
  • When you cancel a booking on a non-refundable fare and the airfare is non-refundable — the advisory work was completed
  • Because the airline cancelled your flight (the airline refunds the airfare; the advisory work was completed)
  • Because you changed your travel plans after authorization
  • Because you found a lower price elsewhere after booking

The fee IS refundable:

  • When Travelfirst made a material error in fulfilling your authorized itinerary (wrong routing, wrong date, wrong carrier) and cannot correct it
  • When a booking was cancelled before any fulfillment work began, at our discretion
  • In cases where we determine at our reasonable discretion that a refund is equitable given the specific circumstances

To request a fee refund assessment:

Contact us with your booking reference and a description of your situation. We respond within 24 hours and will communicate our determination within the agreed business day timeframe.

Part 3 — How to Request a Refund

1
Contact us with your booking reference

support@travelfirst.us or (888) 992-4455

2
Describe the situation

What happened, what you're requesting, and why.

3
We'll confirm which refund type applies

Airline refund, fee refund, or both.

4
We'll initiate the applicable process

And give you a clear timeline for resolution.

Before filing a chargeback — contact us first.

We maintain complete documentation for every booking. A dispute filed before we have an opportunity to respond may complicate and delay your resolution rather than accelerate it. We commit to responding to all refund requests within 24 hours and to processing legitimate refunds promptly.

Need to request a refund or have a question?