Overview
Refund eligibility depends on the airline’s fare rules, the ticket type (published vs consolidator), and whether travel has already started. Star Air Alliance follows those supplier rules when handling requests on your behalf. This page is a practical guide — your e-ticket and fare quote remain the legal source of truth.
Before ticket issue
If we have taken payment but tickets are not yet issued (for example the airline is still confirming a special fare desk), we will attempt to void or cancel the reservation according to supplier deadlines. Some fares require same-day voiding; others cannot be voided at all once booked.
Holds without payment
Temporary holds without ticketing expire automatically. We are not obliged to honour a price on an expired PNR — we will rebuild the quote live if you decide to proceed later.
After ticket issue
Once ticketed, refunds fall into broad categories:
- Fully refundable fares: the airline may still charge an administrative or agency refund fee before returning money to your card.
- Non-refundable fares: generally no cash refund for voluntary cancellation — you may receive a travel voucher or future credit per carrier policy, sometimes minus a penalty.
- Partial refunds: unused government taxes might be returnable even when the fare is non-refundable — amounts are often small and processing fees can apply.
We confirm which category applies before we cancel your booking, unless an emergency forces instant action and you instruct us otherwise.
Airline-invoked cancellations
If the airline cancels your flight or makes a significant schedule change, different rules may apply — including rerouting, rerouting on another carrier, or refunds mandated by regulation. We help you understand the menu of options, but the operating carrier usually controls rebooking during disruption.
Processing time
Airline refund queues vary from days to multiple billing cycles. Card issuers then post credits under their own timelines. We provide acknowledgement of your request and periodic updates, but we cannot guarantee a date when funds appear on your statement.
Fees & currency
Refund amounts may be reduced by airline cancellation penalties, non-refundable fuel or carrier surcharges, our disclosed service fees, and foreign-exchange differences between purchase and refund dates. Where a refund is paid in a different currency than your card account, your bank sets the conversion rate.
Travel vouchers & credits
Some airlines issue future flight credits instead of cash. Those credits usually carry expiry dates, name restrictions, and may be non-transferable. Read the voucher email carefully — we can explain typical restrictions but the airline’s terms control redemption.
Chargebacks & disputes
Chargebacks should be a last resort after talking to us. Banks may provisionally reverse a charge while investigating; if the airline had already flown you or penalties applied, a chargeback can fail and harm your ability to book future travel on certain carriers.
How to request
Email info@starairalliance.co.uk or call 02081783806 with:
- Booking or ticket number (13-digit e-ticket where shown)
- Passenger full names as ticketed
- Whether you want a refund, voucher, or date change
- Proof of payment if the charge is disputed between banks
We may ask for identity verification to protect against fraud — especially when refund bank accounts differ from the original payer.
Related policies
General contractual terms: terms & conditions. Data handling: privacy policy.