What to confirm on changes and refunds before booking
Before booking flights and hotels through an agent, confirm cancellation policies, change fees, and refund terms in writing. Know what you can and cannot undo.
Booking flights and accommodation through an agent saves time and headaches, but flexibility comes at a cost—literally. Before you hand over payment or confirm a booking, you need to understand what happens if your plans shift, because airline and hotel cancellation policies are brutal, and not all agents explain them the same way.
The gap between what you think you've bought and what you've actually bought is where most booking regrets live. A cheap flight with no refund option looks fine until work sends you overseas for three months. A non-refundable hotel rate saves money until your child gets sick. An agent who buried the details in an email attachment isn't helping you make an informed choice.
Read the policy before the agent books
Don't wait for the booking confirmation to learn the rules. Ask your agent, in writing (email or WhatsApp), to send you the exact cancellation and change terms for both the flight and accommodation *before* they finalise anything. Most agents can show you these without booking—they're part of the fare and rate display.
For flights: is it non-refundable but changeable, fully refundable, or locked solid? Can you change the date and time for free, or is there a fee plus the fare difference? Will the airline give you a credit or cash back? Some airlines refund only as a voucher valid for a year; others won't refund at all. Your agent should know this and explain it clearly.
For hotels: is there free cancellation up to a certain date, or are you committed from the moment you book? If the rate is non-refundable, what exactly does that mean—no changes at all, or no refund if you cancel but you can amend dates? Some hotels allow free changes but hit you with a penalty if you cancel within 48 hours. These details matter.
Understand what the agent can and cannot undo
Your agent is a middleman. They can't override the airline's or hotel's own terms. If you book a rock-bottom flight that's genuinely non-refundable and non-changeable, your agent cannot magic it into a flexible ticket. What they *can* do is help you change dates or hotels, or assist with a refund claim if the airline or hotel cancels on you.
Before booking, ask: "If I need to change the travel dates, what's the process and cost?" and "If the airline cancels the flight or the hotel closes, what happens?" If your agent is vague, that's a red flag. A good agent knows the carrier and hotel well enough to answer this without guessing.
Document the cost breakdown and any guarantees
Ask your agent to itemise the total cost: base fare, taxes, fees, their commission or markup, and any travel insurance they're recommending. Knowing what each line item is protects you if something goes wrong and you need to claim or dispute a charge.
If the agent has promised to rebook you free of charge if dates shift, or to cover a shortfall if prices drop before your trip, get that commitment in an email. It's not legally binding in all cases, but it clarifies their service standard and your expectation.
Also ask: are there any refund or change limits tied to how close you are to travel? Many agents won't rebook flights or hotels within 48 hours of departure without a significant fee or penalty. If your work schedule is tight, this matters now, not when you're panicking three days before takeoff.
Confirm payment terms and refund timing
When does payment become non-refundable to your agent? Many agents take deposit upfront and the balance closer to travel; others ask for full payment immediately. Understand when each payment is due and whether the agent refunds you directly or waits for the airline and hotel to refund them first.
Also clarify: if you cancel and the airline or hotel refunds, does the money go back to you or to your agent's account? How long does that take? If it's slow, you want to know before you're waiting weeks for cash.
When you're ready to book, look for a travel agent on Strove who can walk you through these terms face-to-face or over a call—not just in an email. You want someone who's patient enough to explain and confident enough to put commitments in writing.
Common questions
- What's the difference between a non-refundable flight and one that's non-refundable but changeable?
- Non-refundable means you get no money back if you cancel. Non-refundable but changeable means you can move your booking to a different date or flight at no extra cost, but if you cancel entirely, you forfeit the payment. Some airlines offer it as a credit instead—valid for a set time but not cash back.
- Can my agent override an airline's strict cancellation policy?
- No. Your agent sells you what the airline or hotel offers; they cannot bend the terms. However, a good agent knows the policies well, helps you pick the right fare type upfront, and can assist with change requests or refund claims if the carrier cancels on you.
- Should I get these terms in writing before I pay?
- Absolutely. Ask your agent to email you the cancellation and change policy for both flight and hotel before finalising the booking, so you know exactly what you're buying and can make an informed decision.
- What happens if the airline or hotel refunds—does the money go to me or my agent?
- That depends on your agent's process. Some refund you directly; others collect the refund from the airline or hotel first and then pass it to you. Ask your agent upfront so you know how long to expect the money and where it lands.
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