The service fee pays for work that has already been done — it is not part of the ticket or reservation price. That is why it behaves differently from the supplier's fare when an order is cancelled, and in most cases it stays with the agency.
The Sales.Travel booking fee is usually non-refundable: it covers a booking service that has already been carried out. The exception is an involuntary refund caused by the supplier — a cancelled flight, tour or hotel. You can see the exact fee at checkout, and track your requests in My bookings.
01 / What it isWhat the service fee is
The service fee is the agency's charge for arranging your order: finding the right option, issuing the booking with the supplier, checking your details and supporting your trip. It appears as a separate line and is not part of the airline, hotel or tour-operator fare. Because the service is considered rendered the moment the booking goes through, the fee does not depend on whether the trip actually takes place.
02 / RefundabilityIs the fee refundable
As a general rule, the booking fee is not refunded — even when the ticket or reservation itself turns out to be refundable. What comes back is the supplier's amount under its own rules, while the service fee covers work the agency has already completed. The main scenarios are below.
03 / ExceptionWhen the fee can still come back
The main exception is an involuntary refund caused by the supplier: the airline cancelled the flight, the tour operator voided the package, the hotel could not host the guest. In such cases we review the fee refund individually, and where no service was effectively delivered we usually meet you halfway.
- Flight cancellation by the airline, or a major schedule change.
- Tour or hotel cancellation initiated by the operator or supplier.
- A double charge or a technical error during issuance.
- Service not delivered: the booking was never issued, yet the money was taken.
04 / How to claimHow to request a fee refund
Open the booking
Go to My bookings and select the order. It shows the supplier's amount and the service fee as a separate line.
Start a refund request
Click "Request a refund" and state the reason. If the supplier cancelled, mark it as such and attach the notice.
Wait for the calculation
We will check the fare rules and the nature of the cancellation, then show the final refund — broken down by fare and by fee.
Receive the funds
The refund goes back to your original payment method. Timing depends on the supplier and your bank; you can track the status in the request.
05 / FAQFrequent questions
Will the fee be refunded if the ticket is refundable?
No. Refundability applies to the supplier's fare; the service fee covers the arranging service already provided and is withheld separately.
The airline cancelled the flight — will the fee come back?
That is an involuntary refund caused by the supplier, so an exception is possible. File a request with the cancellation notice and we will review the fee refund individually.
Where can I see the fee amount?
The fee appears as a separate line at the payment step, and afterwards in the order details under My bookings.
The fee was charged twice — what should I do?
That is a technical error, and the duplicate payment is refunded in full. Contact support on 8 800 1000-646 or message @sales_travel_bot.