When the carrier informs us about a flight disruption to your itinerary, we will notify you by email of your options.
Depending on the type of itinerary and your departure date and time, the available options will be one of these:
- instant travel credit refund to your Travala account; or
- an assisted refund, where we apply for a refund from the airline(s) on your behalf.
Please note that with the assisted refund option, the recovered amount, processing time, and form of the refund will depend on the terms and policies of the airline(s) and applicable laws. We cannot guarantee the outcome of such recovery efforts.
The resolution options we present to you may be time sensitive. Should you fail to select a resolution option within the stipulated period, the offer will expire, and your right to any resolution under TravelSmart Protection for that specific flight disruption shall be rendered null and void.
For further details, please refer to our FAQs and our Terms & Conditions - TravelSmart Protection.