Cancellation & Refund Policy

Last updated: 5 July 2026

1. Airline rules come first

Flights are provided by the airline, and the airline's fare rules decide whether your ticket can be changed or cancelled and what refund, if any, applies. Many of the lowest fares are non-refundable and non-changeable. We will always tell you the airline's rules for your chosen fare before you pay.

2. Changing a booking

• Where the airline allows a change, we will quote it to you itemised: the airline's change fee, any difference in fare, and our change service fee of £50.
• Nothing is charged until you review and confirm the exact total.
• You can request a change online through Manage Booking or by calling us on 0333 004 7171.

3. Cancelling a booking

• If your fare is refundable under the airline's rules, we will request the refund from the airline on your behalf. The refund amount and timing are set by the airline.
• Airline cancellation fees, and any difference between what you paid and what the airline refunds, are deducted from your refund.
• Refunds are returned to the original card once the airline releases the funds to us, which can take several weeks depending on the airline.

4. Our service fee

Our 4.5% booking service fee and our £50 change service fee cover the work of arranging and managing your booking. Once that work has been done, these fees are non-refundable, even where the airline refunds the fare. We will always make this clear before you pay.

5. If the airline cancels or changes your flight

If the airline cancels your flight or makes a significant schedule change, you may be entitled to a refund or re-routing under the airline's policy and applicable law. Contact us and we will help you claim what you are due from the airline.

6. Your cancellation rights

Bookings for flights are a transport service and are generally exempt from the 14-day "cooling-off" cancellation right that applies to many online purchases. This means that once your ticket is booked, cancellation is governed by the airline's fare rules and this policy rather than an automatic right to a refund.

7. How to contact us

For any change, cancellation or refund question, call 0333 004 7171 or email bookings@cassiora.com. Please have your booking reference and the lead passenger's surname ready.