Refund and Cancellation Policy
1General Policy
Most of our airline tickets and service fees are non-refundable after 24 hours of booking.
Trip protection insurance is refundable within 10 days of purchase if travel has not commenced, and the customer has called our customer service center at +1 (360) 313-7028 to cancel the Trip Insurance.
All cancellations must be done over the phone only by calling SureFlight Booking customer service at +1 (360) 313-7028.
We can accept airline tickets refund requests only if the following conditions have been met:
The customer has applied for a cancellation and refund with us
The fare rule(s), under which the airline ticket is booked, provide options for cancellation and refunds
Each passenger whose name is on the airline ticket is not a "No Show" (most "no show" bookings are not eligible for any waiver from airlines for refund processing)
We are able to secure waivers from airlines to process the requested cancellation and refund of the said ticket
2Refund Processing Timeline
Please note that we are unable to provide a specific time line for how long it may take for the requested refund to be processed by the airlines.
All refund requests are processed in a sequential format
Once our customer service agent has received a cancellation request from a customer, we will then send a refund-request-received email notification to the customer requesting the refund
The notification does not automatically qualify the customer for a refund. It only provides with an acknowledgment of the request, and provides a tracking number
Upon receipt of the refund request, we will work with the suppliers such as airlines to generate a waiver based on airline and other supplier rules, and notify the customer of the supplier decision
Our Service Fees associated with the original travel reservation or booking are Not Refundable
Please note that we are dependent on the airlines and suppliers (collectively as "suppliers") for receiving the requested refunds.
Once the refund has been approved by the supplier it may take additional time for the refunded amount to appear on customer's credit card statement
Generally, all suppliers will charge a penalty for refund
This entire process may take 60–90 days from receipt of a refund request to receiving credit on the card statement
Apart from the suppliers' refund penalties, SureFlight Booking will charge a post-ticketing services fee, as applicable
All refund fees are charged on per-passenger, per-ticket basis. These fees will only be assessed if a refund has been authorized by the supplier or a waiver has been received, and when the supplier rules permit such refunds
If such refund is not processed by the supplier, we will refund you our post-ticketing service fees applicable to agent-assisted refund request, but not our booking fees for the original travel reservation or booking
Note: The 60–90 day refund timeline is standard across the airline industry. Refunds must be processed through the original form of payment and cannot be redirected. SureFlight Booking has no control over airline refund processing speeds.
3Cancellation Procedure & Security
Cancellations must be made by phone only
For your security, bookings may only be canceled over the phone. Not by email or web chat.
Call Now
For your security, bookings may only be canceled over the phone by calling our customer service center at +1 (360) 313-7028, and not by email or web chat.
When a customer requests SureFlight Booking to cancel a ticket booking, our agents will send the customer an email with a Unique Cancellation Password to the e-mail that was supplied when the booking was created
The customer requesting the refund would need to provide the Unique Cancellation Password to our agents when asked, in order to complete the cancellation request
If the provided email is not accessible to the customer requesting refund and the customer is not able to provide the Unique Cancellation Password to our customer service agents, we may not be able to process the request for cancellation
The Unique Cancellation Password expires within 3 hours of issuance. If the Unique Cancellation Password expires before the refund request is processed, the customer needs to call us back to obtain a new Unique Cancellation Password
Important: Never share your Unique Cancellation Password with anyone other than a verified SureFlight Booking agent who calls you to process a cancellation. SureFlight Booking will never ask for this password via email, SMS or chat.
4Direct Airline Cancellations
In case a customer of SureFlight Booking cancels an air ticket directly with the airlines, the customer needs to call SureFlight Booking at +1 (360) 313-7028 for adjustment in or refund of SureFlight Booking service fee.
If you have already contacted the airline directly regarding a cancellation, please inform our team immediately so we can update your case file and ensure proper fee adjustments are made on your account.
5Medical & Emergency Cancellations
Medical cancellations may qualify for full or partial refunds — even on non-refundable tickets. Our team specialises in this process. Contact us immediately before canceling through any airline directly.
Customers experiencing a genuine medical emergency preventing travel may be eligible for a refund through an airline compassionate review process, subject to the airline's specific policies.
Do not cancel online first. Canceling through an airline website applies standard fare rules automatically, often eliminating the possibility of a compassionate exception
Contact SureFlight Booking immediately at +1 (360) 313-7028 before taking any action on the booking
A valid physician's certificate or medical documentation will be required by the airline to support the refund request
Our team will submit the compassionate review request on your behalf with all required documentation in the format each airline requires
Airlines such as JAL, ANA, Air Canada and Emirates have particularly generous medical refund policies — our team knows the specific process for each carrier
SureFlight Booking charges a service fee for processing medical cancellation requests. This fee covers our time and expertise in preparing, submitting and following up the request with the airline regardless of the outcome.
624-Hour Free Cancellation Rule
Under US Department of Transportation regulations, airlines are required to offer either a 24-hour free cancellation window (for tickets purchased directly from the airline at least 7 days before departure) or a 24-hour hold option.
This rule applies to tickets purchased directly from airlines or through qualified travel agents operating under DOT regulations
Tickets booked through third-party OTAs (Expedia, Booking.com, etc.) may have different 24-hour policies depending on their own terms
If you have booked within the last 24 hours and your departure is at least 7 days away, contact us immediately at +1 (360) 313-7028 to process a no-fee cancellation
7Contact Us
For all cancellation and refund requests, or for any questions about this policy, please contact SureFlight Booking directly:
Phone/WhatsApp (24/7): +1 (360) 313-7028 | Email: support@sureflightbooking.com | Website: sureflightbooking.com