Terms & Conditions

Refunds & Cancellations — Key timelines

Refunds for cancellations made within 24 hours of booking will typically be processed within 48–72 hours. For urgent refund needs, please contact your bank to request release of the Auth Code.

Refund timeframes may vary by airline — we generally advise allowing 10–12 weeks for refunds to reflect in your account, though some suppliers may take 60–90 days depending on internal processes and penalties.

Cancellation made directly with the airline

If you cancel directly with the airline, please inform SkyTeamTravel. Where applicable, we will refund an amount equal to the base fare after deducting our service fee and any taxes.

Fares and ticketing

• Fares are not guaranteed until the ticket is issued and may change without prior notice.
• If a booked fare is no longer available, we will present alternate options. You may cancel without cost or accept the alternate fare.
• Once payment is processed, tickets will be emailed within 4 hours of confirmation of full payment whenever possible.

Payment issues

If your card is declined you will be notified immediately by email and/or phone. It is your responsibility to contact your bank and ensure sufficient funds. Additional charges may apply when using multiple cards.

Name changes & ticket errors

Name changes are generally not permitted. If you find an error in your booking or ticket, report it the same day the ticket is issued so we can assist with corrections where possible.

Changes, penalties & no-shows

Changes and cancellations are subject to airline penalties and fare rules. Some non-refundable tickets may be reusable according to airline policies; partially used tickets and "No Show" bookings are typically non-refundable and the entire ticket may be forfeited. Supplier penalties may apply.

Validity of tickets

Airline tickets are normally valid for one year from date of issuance, subject to fare restrictions. Contact the issuing airline for specific validity information.

Domestic & International definitions and check-in recommendations

For the purposes of these Terms: Domestic travel means travel within Canada; International travel means travel outside of Canada. Recommended check-in times are:

• Domestic: 2 hours prior to departure
• International: 3 hours prior to departure

Please reconfirm seats and special requests (such as Frequent Flyer miles) with the airline at least 3 days prior to departure.

Infants & unaccompanied minors

An infant is a traveller under 24 months of age at time of travel; otherwise child fares apply. Unaccompanied minor policies vary by airline — confirm with us or the airline before making a reservation.

Codeshare & airline-operated flights

Where a flight is operated by a codeshare partner, ensure you present at the correct operating carrier check-in counter.

Passports, visas and travel documents

It is your responsibility to ensure all travel documents are correct, including visas. SkyTeamTravel does not arrange visas. Obtain any required visas for your destination and transit countries prior to departure.

Airline delays, cancellations and assistance

SkyTeamTravel is not responsible for airline cancellations, reschedules or delays. Where possible we will assist in rebooking before you check in for your first flight segment. After check-in, you must work directly with the operating airline to make alternative arrangements.

Cancel and Exchange

Many tickets are 100% non-refundable. Where airlines permit cancellations, refunds may be issued as airline credit for future travel. Credits usually have expiration dates and may include restrictions — check with the issuing airline for specifics. If you redeem airline credit for a new booking, you remain responsible for any fare difference, SkyTeamTravel post-ticketing fees, and airline penalties as applicable.

Cancel and Refund — process & conditions

Refunds will be processed only when all of the following conditions are met:

• The airline's fare rules permit cancellation and refund.
• No "no show" has been recorded for the booking.
• We obtain any required waivers from the supplier to process the refund.

When you place a cancellation request by phone, you will receive an acknowledgement email and a tracking number. Service fees charged by SkyTeamTravel for the original booking are non-refundable. If the supplier refuses the refund, we will refund any post-ticketing service fees we charged for assisting with the cancellation, but not the original booking fees.

Estimated supplier processing times vary; refunds may take up to 60–90 days after supplier approval to appear on your statement.

Cancellation Password (security)

For security, cancellations are processed only over the phone and not via chat or email. When an agent initiates a cancellation, a unique Cancellation Password will be emailed to you. Provide this password to our agent when requested — it expires within 3 hours. If it expires before completion, call us to receive a new password.

Changes to purchased flights

All itinerary changes are subject to the fare rules of the airline. Many bookings do not permit name or date changes after ticketing. SkyTeamTravel is not responsible for bookings impacted by supplier schedule changes, though we will attempt to assist where feasible.