How we work out a refund
Lean requirement ONE-2015 criteria4 proven1 open
WHEN the airline prices a change or cancellation of order items THE SYSTEM SHALL state the amount due to the airline, the amount due by the airline and a type code that names the outcome.
Lean: Rules.OneOrder.Change.priceDifferential
When you change or cancel a paid trip, our quote shows two amounts before you confirm: what you pay us and what we pay you. It also names the outcome, such as more to pay, money back, or nothing either way. All the amounts in a quote are in one currency. If you ask us to keep the value for a later trip, both amounts are zero and the value stays with your booking.
Refunds and what you paid
Lean requirement OO-0032 criteria1 open1 not checked
WHEN a refund is requested against a payment THE SYSTEM SHALL accept it only if the refund amount does not exceed that payment's amount.
Lean: Rules.OfferOrder.acceptRefund
Each refund is made against a payment you made. We accept a refund only if it is no larger than that payment.
Leaving part of a bundle
Lean requirement ONE-6074 criteria2 proven2 open
WHEN a seller removes services from a bundle THE SYSTEM SHALL cancel them and return their share of the bundle price under the reading.
Lean: Rules.OneOrder.Ancillaries.removeFromBundle
Some trips are sold as a bundle at one price, such as flights and bags for a family. If one traveler drops out, we cancel that traveler's part and return its share of the bundle price. The rest of the bundle stays as it was.
Still being decided
Several refunds against one payment
Open criterion OO-003.2open
THE SYSTEM SHALL not refund more against an order than was paid for it.
This does not hold as the rule is written: acceptRefund checks each refund against its payment alone, so two refunds of 60.00 USD against one payment of 100.00 USD are each accepted and together return 120.00 USD. …
Open theorem: Rules.OfferOrder.refunds_le_payments
We check each refund against the payment it comes from. We have not yet decided how several refunds against the same payment add up together. If you are owed more than one refund on a booking, contact us and we will confirm the total.
One traveler leaving a bundled trip
Open criterion ONE-607.3open
WHEN services are removed from a bundle THE SYSTEM SHALL return no more than the bundle price.
The guide prices a bundle only as a whole. …
Open theorem: Rules.OneOrder.Ancillaries.bundle_return_le_price
We have not yet decided how a bundle price is split among its parts. Until we do, contact us before one traveler leaves a bundled trip, and we will tell you the share you get back.