Refund and Cancellation Policy

Scope

This policy covers bookings made through Aisha Enterprises. For tickets bought directly from an airline, please contact that airline directly.

Airline rules come first

Every fare has rules set by the airline. Some fares are refundable minus a charge; some return only certain government taxes; some return nothing. We cannot change these rules or promise any refund amount.

Cancelling at your request

1. Contact us with your booking reference and the passengers and flights to cancel.
2. We send an estimate: the amount the airline is expected to return, less the airline's cancellation charge and our service fee.
3. We cancel only after your written confirmation. Cancellations usually cannot be reversed.

Cancel before departure where possible. Not showing up for a flight can reduce or remove any refund and may cancel the rest of your journey.

When the airline cancels or reschedules

If the airline cancels your flight or changes it significantly, it usually offers another flight or a refund under its own policy. We tell you what is offered and act on your choice. Whether our service fee applies in this case is set out in writing before we act on your choice.

Our service fees

Whether any part of our fee for the original booking, or of a fee for handling the cancellation, can be refunded is stated in your quote. Any fee is shown to you before you confirm the cancellation.

How refunds reach you

Once the airline releases the refund to us, we send it on to you and confirm in writing how it will be paid. Timing depends on the airline, the payment provider and the banks, so we tell you the expected timing when we file the request. We will update you when the airline releases the money and when we send it on.

If you disagree

If you think a refund is incorrect, tell us through our Complaints Handling Policy and we will take it up with the airline and share its answer.