Where you are in your trip
Lean requirement ONE-5035 criteria4 proven1 open
WHEN a change or cancellation is asked for at an instant THE SYSTEM SHALL take as the rule in force the rule for that action and the journey's current stage with the latest effective date not after that instant.
Lean: Rules.OneOrder.Offers.ruleInForce
What a change costs, and what you get back if you cancel, depends on your fare and on how far along your trip is. We always use the terms in effect on the day you ask.
- 1Before you pay
- 2Paid, before departure
- 3After your first flight
- 4You missed a flight
What each fare allows
Lean requirement ONE-5035 criteria4 proven1 open
WHEN a change or cancellation is asked for at an instant THE SYSTEM SHALL take as the rule in force the rule for that action and the journey's current stage with the latest effective date not after that instant.
Lean: Rules.OneOrder.Offers.ruleInForce
Lean requirement ONE-5044 criteria4 proven
WHEN a customer asks for a voluntary change THE SYSTEM SHALL refuse it if the rule in force forbids it, and otherwise quote it with the rule's fee as the penalty.
Lean: Rules.OneOrder.Offers.voluntaryChange
Lean requirement ONE-5055 criteria4 proven1 open
WHEN a customer cancels an unused order item voluntarily THE SYSTEM SHALL return what the cancel rule in force gives: nothing if it forbids cancellation, and otherwise a full or a fixed refund.
Lean: Rules.OneOrder.Offers.cancellationRefund
| Basic | Main | Flex | |
|---|---|---|---|
| Change before departure | Not allowed | $75 fee plus fare difference | Fare difference only |
| Change after your first flight | Not allowed | $75 fee plus fare difference | Fare difference only |
| Change after a missed flight | Not allowed | Not allowed | Fare difference only |
| Cancel before departure | Nothing back | $150 back | Full price back |
| Cancel after your first flight | Nothing back | $150 back | Full price back |
| Cancel after a missed flight | Nothing back | Nothing back | $100 back |
Amounts are per traveler, per booked item. Your booking confirmation shows the terms of your fare.
What a change costs
Lean requirement ONE-5044 criteria4 proven
WHEN a customer asks for a voluntary change THE SYSTEM SHALL refuse it if the rule in force forbids it, and otherwise quote it with the rule's fee as the penalty.
Lean: Rules.OneOrder.Offers.voluntaryChange
If your fare allows the change, you pay the change fee plus the difference between the new fare and what you paid. Nothing else is added. If your fare has no change fee, you pay only the difference.
Example: moving a Main fare to a later flight
A fee costs you the same whether we take it out of money we return to you or charge it separately.
Lean requirement ONE-2024 criteria3 proven1 open
WHEN a change or cancellation carries a penalty THE SYSTEM SHALL either net the penalty against the price difference or charge it separately.
Lean: Rules.OneOrder.Change.dueAmounts
What a cancellation returns
Lean requirement ONE-5055 criteria4 proven1 open
WHEN a customer cancels an unused order item voluntarily THE SYSTEM SHALL return what the cancel rule in force gives: nothing if it forbids cancellation, and otherwise a full or a fixed refund.
Lean: Rules.OneOrder.Offers.cancellationRefund
When you cancel a flight you have not used, you get back what your fare allows at that point in your trip: the full price, a set amount, or nothing. We tell you the amount before you confirm. Money we return goes back to the card or account you paid with.
Example: cancelling before departure
If you have not paid for your booking yet, you can cancel it at any time and there is nothing to pay.
Lean requirement ONE-2035 criteria3 proven2 open
WHEN a seller asks to cancel an order THE SYSTEM SHALL cancel it at once if no payment has been received for it, and otherwise only through a cancellation offer.
Lean: Rules.OneOrder.Change.requestCancellation
Still being decided
Bookings paid before a fare's terms start
Open criterion ONE-503.5open
WHILE a journey is in a stage for which an action has rules THE SYSTEM SHALL have a rule in force for that action.
A rule starts at its effective date, and the guide does not say what applies in a stage before its first rule starts, or, when expiration dates end rules, in a gap before the next rule starts. …
Open theorem: Rules.OneOrder.Offers.ruleInForce_covers_stage
Once in a while a booking is paid before its fare's change terms start. We have not yet decided what applies in that gap. If this is your case, contact us and we will quote your change or cancellation directly.
Taxes back on a fare with no refund
Open criterion ONE-505.5open
WHEN an unused item is cancelled voluntarily THE SYSTEM SHALL return at least the taxes, fees and charges in its price that are flagged refundable.
The guide gives each tax, fee and charge its own refund flag and gives each offer item cancel rules, and never says how the two combine. …
Open theorem: Rules.OneOrder.Offers.cancel_returns_refundable_charges
Some taxes in a fare can be returned when a flight is cancelled. We have not yet decided whether you get those taxes back when your fare returns nothing, or after a missed flight. If this is your case, contact us and we will quote your refund directly.