Cancellation & Refund Policy

Last Updated: Dec 08, 2025

1. Purpose and Scope

This Cancellation & Refund Policy (“Policy”) outlines the conditions under which Air Service Desk (“we,” “us,” or “our”) processes cancellations, changes, and refund requests.

This Policy applies to:

• Individual airline ticket bookings
• Group bookings (10 or more passengers)
• Any related travel services facilitated by Air Service Desk

By making a booking through Air Service Desk, the customer (“you,” “your,” “traveler,” or “group organizer”) agrees to the terms outlined herein.

Air Service Desk acts as a travel intermediary and does not control airline rules, pricing, penalties, schedules, or refund timeframes. All airline decisions are final.

2. General Principles

2.1 Airline Fare Rules Govern Refundability

All bookings are subject to the airline’s fare rules. These rules override any internal service policy. Air Service Desk cannot alter, negotiate, or waive airline-imposed penalties or restrictions.

2.2 Non-Refundable Fees

The following fees are always non-refundable:

• Air Service Desk service fees
• Administrative or processing fees
• Payment gateway / merchant fees
• Airline penalties for cancellations or changes
• Contracted deposit amounts for group bookings
• Fees for voluntary flight changes

2.3 Refund Eligibility Review

Refund eligibility is determined after:

1. Reviewing applicable airline fare rules
2. Confirming passenger identity and booking details
3. Verifying that the airline allows refund on the specific fare purchased
4. Applying all airline penalties and non-refundable amounts

Air Service Desk will provide detailed information before processing the cancellation.

3. INDIVIDUAL TICKET BOOKINGS (1–9 Passengers)

3.1 Voluntary Cancellations Initiated by Passenger

Cancellation terms for individual bookings depend entirely on fare rules:

• Non-refundable fares: No refund of base fare; only eligible government taxes may be refundable.
• Refundable fares: Refund permitted after deduction of airline penalties and service fees.
• Partially refundable fares: Fare components may be refundable in part; airline rules determine breakdown.

Air Service Desk must submit the cancellation request to the airline for approval.

3.2 Involuntary Cancellations by Airline

If the airline cancels, delays significantly, or modifies your flight, passengers may be eligible for:

• Full refund
• Rebooking without penalty
• Travel credit/voucher

These remedies are based on airline policies, which vary significantly across carriers and destinations. Air Service Desk will assist but does not control the airline’s decision.

3.3 No-Show Policy

If a traveler fails to board:

• The ticket is considered forfeited
• Airline typically charges 100% penalty
• Refunds are rarely permitted, except in some medical/emergency cases (subject to airline approval and documentation)

Air Service Desk cannot override no-show penalties.

3.4 Medical or Emergency Exceptions

Some airlines may allow refunds or credits for:

• Death of passenger or immediate family
• Severe illness requiring hospitalization
• Government-imposed travel restrictions

Official documentation is required. Airline approval is not guaranteed.

3.5 Refund Processing Timelines

Once a refund is approved:

• Standard timeframe: 8–12 weeks
• Some international carriers: up to 20 weeks
• Disputed or complex cases: longer

Air Service Desk releases the refund only after the airline sends funds.

4. GROUP BOOKINGS (10+ Passengers)

Group bookings are governed by airline group contracts, which include special terms, penalties, and deadlines. These contracts supersede regular fare rules.

4.1 Deposits

• A non-refundable deposit is required to secure group space.
• Deposit amounts vary by airline, destination, and travel period.
• Failure to pay deposit by the deadline results in immediate cancellation of group space.

Deposits may only be refundable if specifically stated in the airline’s contract.

4.2 Group Cancellation by Organizer

If the group organizer cancels after deposit payment:

• Deposit is forfeited
• Additional cancellation penalties may apply (often increasing closer to departure)
• Some carriers impose 100% cancellation fee within a specific window (e.g., 30 days before travel)

Air Service Desk will provide a written summary of penalties before cancellation is processed.

4.3 Group Size Reduction (Attrition Policy)

Most airlines allow limited reductions:

• Common allowance: 5–20% reduction without penalty, before a specific deadline
• Reductions after deadline may incur full-fare penalties
• Excessive reductions may result in loss of group rate or re-pricing

Air Service Desk will notify the organizer of applicable reduction deadlines.

4.4 Name Submission & Name Changes

Group policies typically include:

• Initial name list due 30–45 days before departure
• Final name list due before ticketing
• Free name changes allowed until ticketing deadline (varies by airline)
• Post-ticketing name changes may be: Prohibited, Charged per passenger, or Allowed only for spelling corrections

Air Service Desk charges an administrative fee for all name changes processed through us.

4.5 Final Payment

Final payment deadlines range between 30–60 days prior to travel. Failure to pay on time: Cancels the entire group, Results in forfeiture of deposit, May incur additional penalties. Ticketing will not occur until full payment has been received.

4.6 Ticketing Rules for Groups

Once tickets are issued: Individual fare rules take effect, Name changes are heavily restricted, Cancellations typically result in no refund, Any rebooking may incur airline penalty + fare difference.

4.7 Refunds for Group Bookings

Refunds depend entirely on: Airline contract terms, Fare type, Timing of cancellation, Penalties assessed. Group bookings are often: Non-refundable after final payment, or Refundable only minus substantial penalties. Refunds are processed only after airlines release funds.

5. CHANGES, REBOOKING, AND AMENDMENTS

5.1 Voluntary Changes

Changing travel date, time, routing, or airline may incur: Airline change penalty, Fare difference, Air Service Desk service fee. Changes are subject to availability and airline rules.

5.2 Involuntary Changes (Airline-Controlled)

Examples include: Schedule adjustments, Aircraft substitution, Operational disruption. Passengers may be entitled to: Free rebooking, Refund, Alternate itinerary. Airline rules apply.

6. NON-REFUNDABLE SITUATIONS

Refunds are not permitted if: Passenger is a no-show, Fare class purchased is non-refundable, Cancellation occurs after ticketing (for group), Documentation is incorrect or incomplete, Visa refusal or travel document issues occur, Traveler voluntarily decides not to travel, Traveler arrives late at check-in or gate, Passenger is denied boarding due to personal or regulatory reasons, Airline declares ticket fully non-refundable under special fares.

Air Service Desk is not responsible for losses arising from these circumstances.

7. FORCE MAJEURE

Airlines may limit or deny refunds during events such as: Natural disasters, Pandemics or epidemics, Political unrest or war, Civil emergencies, Airport closures, Airline labor strikes. Refund eligibility is determined solely by the airline during such events.

8. HOW TO REQUEST A CANCELLATION OR REFUND

All requests must be submitted via:
Email: info@airservicedesk.com
Phone: 844-761-2052

Information required: Passenger(s) name, Booking reference, Travel dates, Reason for cancellation, Supporting documents (if applicable).

Air Service Desk will confirm eligibility before submitting a cancellation.

9. POLICY UPDATES

Air Service Desk may revise this Policy at any time due to: Airline contract changes, Legal or regulatory requirements, Operational enhancements. The updated Policy will always display the latest revision date.