This Cancellation & Refund Policy explains how cancellations, changes and refunds are handled for bookings made through Travelera.
Travelera is a travel service brand operated by TRAVEL ERA LLC.
Because Travelera facilitates travel bookings involving airlines and other travel suppliers, refund and cancellation eligibility may depend on the applicable fare rules, supplier policies and applicable law.
1. General Cancellation and Refund Principles
Cancellation and refund eligibility depends on:
- The airline or supplier;
- The type of ticket or service purchased;
- Whether the fare is refundable or non-refundable;
- The applicable fare rules;
- When the cancellation request is made;
- Whether the ticket has been partially or fully used;
- Whether the airline has cancelled or significantly changed the itinerary; and
- Applicable law.
Customers should contact Travelera as soon as possible when they wish to cancel or change a booking.
2. Customer-Requested Cancellation
If a customer voluntarily requests cancellation of a booking, Travelera will review the applicable airline or supplier rules.
Depending on the booking, the customer may be responsible for:
- Airline cancellation fees;
- Supplier penalties;
- Fare restrictions;
- Applicable Travelera service or processing fees, if disclosed and applicable; and
- Other applicable charges.
Before processing an eligible cancellation, Travelera will provide the customer with the applicable refund information when reasonably available.
3. Non-Refundable Tickets
A ticket identified as non-refundable is generally not eligible for a voluntary refund when the flight operates as scheduled and the customer chooses not to travel.
However, exceptions may apply under:
- Airline fare rules;
- Applicable law;
- Airline cancellation;
- Qualifying significant schedule changes; or
- Other circumstances in which a refund is legally required.
4. Refundable Tickets
Refundable tickets may be eligible for a refund in accordance with the applicable fare rules and applicable law.
Any applicable Travelera service fee or other disclosed charge will be handled according to the terms presented to the customer at the time of booking or service.
5. Airline Cancellation
If an airline cancels a flight, customers may be entitled to a refund when they do not accept alternative transportation, travel credits, vouchers or other compensation offered in lieu of a refund, subject to applicable law.
For applicable U.S. air transportation, DOT rules provide refund rights when an airline cancels or significantly changes a flight and the passenger does not accept the alternative. (Department of Transportation)
If Travelera is the merchant of record for the ticket transaction, applicable DOT rules may make Travelera responsible for issuing a qualifying airfare refund. (Department of Transportation)
6. Significant Schedule Changes
Certain significant airline schedule changes may provide a customer with refund rights under applicable law if the customer does not accept the changed itinerary or alternative transportation.
For applicable U.S. air transportation, DOT identifies significant changes including certain early departures of 3 or more hours for domestic itineraries or 6 or more hours for international itineraries, changes to origin or destination airports, increases in connections, and certain class-of-service downgrades. (Department of Transportation)
Specific refund eligibility depends on the applicable law and the circumstances of the itinerary.
7. Airline Rebooking
When an airline cancels or significantly changes a flight, the airline may offer alternative transportation.
Customers may be offered options such as:
- Rebooking on another flight;
- An alternative itinerary;
- Travel credit or voucher, where permitted; or
- A refund where applicable.
If a customer accepts alternative transportation or other compensation instead of a refund, the applicable terms of that accepted option will apply.
8. 24-Hour Cancellation
The federal 24-hour reservation requirement applies to qualifying airline reservations made at least seven days before scheduled departure. However, DOT states that this requirement does not apply to tickets booked through online travel agencies, travel agents or other third-party agents in the same manner as direct airline purchases. (Department of Transportation)
Travelera will therefore handle 24-hour cancellation requests according to the applicable booking terms, airline/supplier policy and applicable law.
Where a specific airline or supplier provides a 24-hour cancellation or refund option for a booking made through Travelera, that option will be handled according to the applicable terms.
9. Changes to Bookings
Customers requesting changes may be responsible for:
- Airline change fees;
- Fare differences;
- Taxes and other applicable charges;
- Supplier fees; and
- Any applicable Travelera service fee disclosed for the requested service.
Changes are subject to availability and the applicable airline or supplier rules.
10. No-Show Bookings
If a passenger does not travel and does not cancel or change the reservation within the applicable period, the booking may be treated as a no-show.
No-show consequences vary by airline and fare type and may result in:
- Loss of ticket value;
- Cancellation of remaining itinerary segments;
- Additional charges; or
- Limited or no refund eligibility.
Customers should contact Travelera before scheduled departure if they will not be travelling.
11. Partially Used Tickets
Refunds for partially used tickets are subject to the applicable airline fare rules.
The amount already used, applicable fare calculation, cancellation restrictions and other charges may affect the amount available for refund.
12. Refund Processing
When a refund is approved or otherwise required by applicable law, Travelera will process the refund according to the applicable airline/supplier process and applicable law.
Refunds will generally be returned to the original form of payment, subject to applicable law, payment-provider rules and the circumstances of the transaction.
For qualifying U.S. airline refunds, DOT generally requires prompt refunds, including within 7 business days for credit-card payments and 20 calendar days for other payment methods, once the refund becomes due. (Department of Transportation)
Actual posting time to a customer’s bank or card account may depend on the customer’s financial institution or payment provider.
13. Travelera Service Fees
Travelera may charge service, processing or administrative fees for certain booking, cancellation, change or refund services where applicable.
Any applicable fee will be disclosed to the customer before the applicable service is processed.
Travelera Service Fee Schedule:
[Insert fee schedule or applicable link when finalized.]
14. Government Taxes and Airline Fees
Refund treatment of taxes, government charges and airline-imposed fees depends on the applicable fare rules and applicable law.
Where a refund is legally required, applicable amounts will be handled in accordance with those requirements.
15. Refund Requests
To request a cancellation or refund, customers should contact Travelera as soon as possible.
Please provide:
- Passenger name;
- Booking reference/confirmation number;
- Ticket number, if available;
- Travel dates;
- Reason for the cancellation or refund request; and
- Contact information.
Customer Service:
support@travelera.us
+1 888 652 6415
Booking Support:
booking@travelera.us
16. Payment Disputes
Customers should contact Travelera first regarding any billing question, cancellation request or refund issue so that we can review the booking and applicable refund rules.
Nothing in this policy is intended to restrict any rights a customer may have under applicable law or payment-network rules.
17. Fraudulent or Unauthorized Transactions
Travelera may investigate transactions that appear to be unauthorized, fraudulent or otherwise suspicious.
Where appropriate and permitted by law, Travelera may cancel or suspend a booking associated with suspected fraudulent activity.
18. Travel Insurance
Travel insurance may provide protection for certain covered cancellations, interruptions, medical situations or other qualifying events.
Travel insurance is subject to the terms, exclusions and conditions of the applicable insurance provider.
Travelera does not guarantee that a customer’s travel insurance claim will be approved.
19. Policy Changes
Travelera may update this Cancellation & Refund Policy from time to time.
The updated version will be published on this website with the applicable effective or updated date.
20. Contact Us
TRAVEL ERA LLC
30 N Gould St Ste 4000
Sheridan, WY 82801
United States
Website: Travelera.us
Email: support@travelera.us
Phone: +1 888 652 6415
Business Hours:
Monday–Friday: 9:00 AM–5:00 PM
Saturday: 10:00 AM–2:00 PM
Sunday: Closed
Travelera — Your Journey, Our Era