1. Cancellation requests
Cancellation requests should be made in writing from the email address used for the booking wherever possible. Your booking is not considered cancelled until cancellation is confirmed in writing by us or the relevant supplier.
2. Refund eligibility
Some tickets, hotel rates and travel services are non-refundable. Other bookings may permit a full or partial refund subject to supplier deductions, cancellation charges and any administration fee disclosed to you.
3. Airline tickets
Airline refunds are subject to the ticket's fare rules. Even where the base fare is non-refundable, certain unused taxes may sometimes be recoverable. Airline processing rules and timeframes apply.
4. Hotels and other services
Hotel, transfer, tour and other supplier cancellation policies vary. Some rates become non-refundable immediately; others permit cancellation until a specified deadline. Your confirmation or supplier terms will normally state the applicable conditions.
5. Amendments
Date, route or name changes are subject to availability and supplier rules. You may need to pay any fare or rate difference plus supplier charges and any disclosed administration fee.
6. Supplier cancellations and schedule changes
If an airline or other supplier cancels or significantly changes a service, the options available may include rebooking, credit or refund depending on applicable law, supplier policy and the type of booking. We will assist with the options communicated to us by the supplier.
7. Refund processing times
Where a refund is approved, processing time depends on the airline or supplier and the payment method. We may need to wait until funds are returned by the supplier before completing the refund to you where permitted by law.
8. Original payment method
Where possible and appropriate, approved refunds are returned to the original payment method. Additional verification may be required if this is not possible.
9. No-shows
Failure to travel without cancelling in advance may result in the loss of the ticket or booking value. For flights, missing one sector can cause remaining sectors on the same ticket to be cancelled by the airline.
10. How to request a cancellation or refund
Email info@trawell247.co.uk with your full name, booking reference, passenger names, travel date and the action requested. For urgent travel within 48 hours, also call +44 20 3745 1247.