Refund & Cancellation Policy
Effective date: November 9, 2026
This policy explains how cancellations, changes and refunds work for air travel booked through BRAINTRAVEL INC.. All amounts are in U.S. dollars (USD). This policy is part of our Terms of Service.
Our agency service fee
Our agency service fee is $5 USD per traveler for each booking, change or cancellation we process. It pays for our agents’ work in booking or managing your travel. It is separate from the airline’s fare, taxes and fees, and it is included in the total price we quote before you buy.
At a glance
| Situation | Airline fare, taxes and fees | Our service fee ($5 USD per traveler) |
|---|---|---|
| You cancel within the airline’s 24-hour window (where it applies) | Refunded in full | Non-refundable |
| You cancel a refundable ticket | Refunded under the fare rules, minus any airline cancellation fee | Non-refundable. A cancellation fee of $5 USD per traveler applies |
| You cancel a non-refundable ticket | No cash refund. The airline may give a travel credit for some fares. Unused government taxes may be refundable | Non-refundable. A cancellation fee of $5 USD per traveler applies |
| You change your ticket | You pay any airline change fee and fare difference | A new fee of $5 USD per traveler applies to the change |
| You don’t show up for a flight | Usually forfeited, and the airline may cancel the rest of your itinerary | Non-refundable |
| The airline cancels or significantly changes your flight, and you don’t accept the alternative | Full refund of the unused portion, as required by DOT rules | Refunded where DOT rules require it |
| We can’t complete your booking, or we make an error | Not charged, or refunded in full | Not charged, or refunded in full |
1. 24-hour cancellation
Most U.S. airlines let you cancel without penalty within 24 hours of booking when the ticket is bought at least 7 days before departure. Some offer a 24-hour hold instead. Whether this applies depends on the airline and the fare. Ask your agent before you book. To use it, you must contact us before the 24-hour window ends. Our agency service fee is non-refundable once your ticket is issued.
2. Canceling a ticket
- To cancel, call us at (800) 953-9006 or email support@airlinetickethelpline.com with your booking reference. We confirm every cancellation and any refund or credit in writing.
- Refundable tickets: the airline fare and taxes are refunded according to the fare rules, minus any airline cancellation fee.
- Non-refundable tickets, including basic economy fares, have no cash refund value. Many airlines give a travel credit for the unused value of some non-refundable fares, though not usually basic economy. Each airline sets its own credit rules and expiration dates. Unused government taxes and fees may be refundable even on a non-refundable ticket.
- Partly used tickets: any refund or credit for the unused part of a ticket is calculated by the airline under its fare rules.
- Add-ons such as seat selection and bag fees are refunded only if the airline’s rules allow it.
3. Changing a ticket
Where your fare rules allow changes, the cost is the airline’s change fee (if any), plus any difference in fare, plus our agency service fee of $5 USD per traveler. If the new fare is lower, the airline decides whether the difference is refunded or given as a credit. Before making any change, we tell you the total in USD and get your approval.
4. Name changes and corrections
Airline tickets can’t be transferred to another person. Small spelling corrections may be allowed under the airline’s rules, and some airlines charge for them. Please check traveler names carefully as soon as you receive your itinerary.
5. No-shows
If you don’t cancel before departure and don’t take your flight, most airlines treat the ticket as a no-show. You usually lose the ticket’s value, and the airline cancels the rest of your itinerary, including any return flight. Contact us before your flight departs if your plans change.
6. Airline cancellations and significant changes
Under U.S. DOT rules, if an airline cancels or significantly changes your flight and you don’t accept the alternative or compensation offered, you are entitled to a refund of the unused fare, taxes and fees. Significant changes include a large change in departure or arrival time, a change of airport, or added connections. When we are the seller who charged you, we will refund the amounts due, including our service fee where DOT rules require it. Refunds to credit cards are made within 7 business days. Refunds paid by other methods are made within 20 calendar days.
7. How refunds are paid
Refunds go back to the original form of payment, in USD. Refunds of airline fares are approved by the airline. After a refund is issued, your bank may take one or two billing cycles to show it on your statement. We will confirm each refund in writing.
8. When our service fee is refunded
Our $5 USD per traveler service fee is non-refundable once the booking, change or cancellation is completed, except in these cases:
- We could not complete your booking or change. No fee is charged, or it is refunded in full.
- We made an error in your booking. We will fix it at no additional service fee.
- U.S. DOT rules require the fee to be refunded.
9. Billing disputes
If you see a charge you don’t recognize or think you were charged incorrectly, please contact us first at support@airlinetickethelpline.com or (800) 953-9006. We will review it and reply promptly. This does not limit your right to dispute a charge with your card issuer.
10. Contact
BRAINTRAVEL INC.
107-142 Ebbers Blvd NW, Edmonton, AB T5Y 3W2, Canada
Toll-free: (800) 953-9006
Email: support@airlinetickethelpline.com