Refund Policy

Last Updated: January 1, 2025

1. SkyDesk Service Fee Refunds

Before Service Is Rendered: If you contact us and we have not yet begun work on your request, you may cancel and receive a full refund of any service fees paid.

After Service Is Rendered: Service fees for completed work are non-refundable. This includes cases where the airline ultimately denies the request or where the airline's policies do not support your desired outcome.

Failed Outcome: If we accept your service request and are unable to complete the assistance due to factors within our control, we will issue a full refund of service fees. Factors outside our control (airline denials, policy limitations, passenger-supplied incorrect information) do not qualify for refunds.

To request a service fee refund, contact us within 30 days at support@skydesktravel.com or call +1-888-570-4815.

2. The 24-Hour Airline Cancellation Rule

Under U.S. Department of Transportation (DOT) regulations, airlines operating flights to, from, or within the United States must allow passengers to cancel a reservation within 24 hours of purchase and receive a full refund, provided:

• The reservation was made at least 7 days (168 hours) before the scheduled departure
• The cancellation request is made within 24 hours of the original booking

This applies to all fare types, including Basic Economy and other non-refundable fares. This is a federal requirement and cannot be waived by the airline.

3. Refundable vs. Non-Refundable Tickets

Refundable tickets (also called "Fully Flexible" or "Latitude" on some carriers) entitle you to a cash refund to your original payment method at any time before the flight, regardless of how close to departure. These fares cost more but provide maximum flexibility.

Non-refundable tickets are the majority of tickets sold. When cancelled, they typically result in:

• A travel credit (eCredit, flight credit, or travel fund) for the value of the ticket
• Credits typically valid for 12 months from original purchase date
• No cash refund unless the airline cancels or makes a significant change

Basic Economy tickets are the most restrictive — they cannot be changed or cancelled for any credit after the 24-hour window on most carriers.

4. When the Airline Cancels Your Flight

When an airline cancels your flight or makes a significant schedule change, you are entitled under DOT regulations to choose between:

• A full cash refund to the original form of payment
• Rebooking on the next available flight at no additional charge

The DOT considers "significant" to include cancellations, delays of 3+ hours domestically, departure/arrival airport changes, additional connections, and cabin class downgrades. Airlines may offer credits or vouchers, but you are entitled to cash if you choose. We help you claim cash refunds rather than accepting credits when legally entitled.

5. Refund Processing Timelines

DOT regulations require airlines to process refunds within:

• 7 business days for credit card purchases
• 20 business days for cash or check purchases

In practice, most airlines take 2–4 weeks. If your refund has not been received within the required timeframe, we can help escalate your claim with the airline and, if necessary, with the DOT.

6. Understanding Travel Credits

Travel credits go by different names at different airlines (eCredit at United, trip credit at American, travel funds at Southwest). Key points:

• Credits are typically valid for 12 months from original ticket purchase date
• Credits can be applied to any booking on that airline
• Credits are usually non-transferable (only for the original passenger)
• Delta and some others have offered credits without expiry in certain situations
• Unused credits typically expire and have no cash value

7. Canadian APPR Refund Rules

For flights originating in or arriving into Canada, the Canadian Air Passenger Protection Regulations (APPR) apply. Under APPR:

• Airlines must provide refunds for cancellations and significant delays within their control
• Refunds must be in original payment form (cash/card, not just credits)
• Additional compensation may be required for controllable disruptions
• Air Canada, WestJet, and other Canadian carriers are subject to these rules

8. Refund Disputes & Escalation

If you have been denied a refund you believe you are entitled to, escalation options include:

• Airlines: Request formal review from the airline's customer relations department
• DOT (U.S.): File a complaint at airconsumer.dot.gov
• CTA (Canada): File a complaint at airpassengerprotection.gc.ca
• Credit card chargeback: May be applicable if the service was not delivered as promised

Our specialists can assist with refund escalation as a billable service. Contact us for details.