Refund Policy

1. Overview

JOURNEY & MATE LTD acts as a booking intermediary between you and airlines or consolidators. Our ability to process refunds is therefore governed by the fare rules of the issuing airline, not solely by our own policy.

Before any booking is confirmed, our advisors will clearly communicate the refund and cancellation conditions applicable to your chosen fare. By proceeding with a booking, you acknowledge and accept those conditions.

2. Non-Refundable Fares

Many of the lowest fares available are sold as non-refundable. This means:

• No monetary refund will be issued if you choose to cancel the booking.
• The fare amount paid to the airline cannot be retrieved in any circumstances.
• Our service fee is also non-refundable (see Section 4).
• In some cases, taxes and airport charges may be partially recoverable — this varies by airline.

We strongly recommend purchasing comprehensive travel insurance to protect yourself against unforeseen cancellations.

3. Eligible Refunds

Refunds may be available in the following circumstances, subject to the airline's fare rules:

• Flexible / refundable fare purchased — the specific conditions depend on the airline and fare class booked.
• Airline-initiated cancellation — if the airline cancels your flight, you are generally entitled to a full refund of the ticket cost (see Section 8).
• Significant schedule change — if the airline makes a substantial change to your schedule that you do not accept, a refund may be applicable.
• Bereavement / medical emergency — some airlines offer compassionate refund policies; these are assessed on a case-by-case basis and require supporting documentation.

4. Service Fees

The service fee charged by JOURNEY & MATE LTD covers the cost of fare research, booking assistance, and post-booking support. This fee is non-refundable in all circumstances, including where:

• You voluntarily cancel a booking.
• The airline cancels or significantly changes the flight.
• A refund is obtained from the airline.
• A force majeure event prevents travel.

5. How to Request a Refund

To initiate a refund request, please follow these steps:

• 1
  Contact us in writing Email us at info@journeymateltd.co.uk with your booking reference, full name, and the reason for your refund request.
• 2
  Provide supporting documentation Where applicable, attach supporting documents (e.g., medical certificates, death certificates for bereavement claims).
• 3
  Assessment Our team will review your request against the airline's fare rules and respond within 3–5 working days to advise on eligibility.
• 4
  Submission to airline If eligible, we will submit the refund request to the airline on your behalf and provide confirmation of submission.
• 5
  Refund processed Once approved by the airline, funds are returned to your original payment method. See Section 6 for timelines.

6. Processing Timeline

Refund timelines are largely outside our control as they are governed by airline processing times. As a general guide:

• Our response to your request: 3–5 working days.
• Airline processing time: typically 6–12 weeks from submission.
• Credit / debit card refund: an additional 3–10 working days after the airline releases funds.

We will keep you updated on progress. If you have not received your refund within 12 weeks of our submission to the airline, please contact us so we can follow up.

7. Amendments & Rebooking

In some cases, particularly where a fare is non-refundable but changeable, you may prefer to amend your booking rather than cancel it entirely.

• Amendment fees vary by airline and fare type.
• A fare difference may apply if the new flight is more expensive.
• JOURNEY & MATE LTD charges an administration fee for processing amendments.
• Name changes are generally not permitted after ticketing.
• All amendment requests must be made before the original departure date.

To request an amendment, please call us on 020 8178 8960 as soon as possible, as availability is not guaranteed.

8. Airline-Initiated Cancellations

If your flight is cancelled by the airline, you have the right under UK aviation law (UK Regulation EC 261/2004) to choose between:

• A full refund of the ticket price to your original payment method, or
• Re-routing to your destination at the earliest opportunity, or
• Re-routing at a later date at your convenience, subject to availability.

In addition, you may be entitled to compensation depending on the circumstances of the cancellation, the distance of the flight, and the notice given by the airline.

Please contact us as soon as you are notified of an airline cancellation so we can assist you in exercising your rights.

9. Contact Us

For all refund and cancellation enquiries, please contact our team: