Read this first — contact us before contacting your bank.
Call +1-877-667-8080 (9 AM–12 AM ET, daily) or email support@airtickets-us.com. We respond to email within one business day and can resolve most billing questions quickly.
If you have a concern about a charge, we ask that you contact Airtickets-us first so we can investigate and resolve it. Many booking, refund, and schedule-change issues can be resolved directly and quickly without involving your card issuer. Contacting us first does not affect any rights you may have with your card issuer.
1. DOT 24-Hour Cancellation Rule
For eligible bookings made at least seven days before the scheduled departure date, you may cancel within 24 hours of receiving your booking confirmation for a full refund — airfare and the Airtickets-us service fee, with no penalty. To exercise this right, call or email us immediately. The 24-hour window is strictly enforced.
2. Airfare Refunds
Airfare refunds are governed by the fare rules of your specific ticket and the policies of the airline or ticketing partner that charged the airfare. Airtickets-us does not control airline refund decisions. We will initiate refund requests with the airline or ticketing partner on your behalf within two business days of your cancellation request and provide written confirmation of the request submitted.
- DOT 24-hour window (eligible booking): full airfare refund, no penalty.
- Refundable fare, cancelled after the 24-hour window: refund subject to airline conditions; processing time 7–20 business days.
- Non-refundable fare, voluntary cancellation: no cash refund of base fare in most cases; the airline may offer travel credit or a partial tax refund.
- Airline cancels your flight: full airfare refund per DOT regulations regardless of fare class; contact us to initiate.
- Airline schedule change: you may be entitled to rebook or cancel with a full refund; contact us when you receive a schedule-change notification.
If your airfare refund has not appeared within 20 business days of our written confirmation, contact us and we will follow up with the charging party on your behalf.
3. Airtickets-us Service Fee Refunds
The Airtickets-us service fee appears on your statement as AIRTICKETS-US.
- Within the DOT 24-hour window (eligible booking): service fee refunded in full, no penalty.
- After ticket issuance: the service fee is non-refundable, as the advisory and booking service has been rendered.
- Exception — Airtickets-us error: if a ticketing error attributable to Airtickets-us results in an incorrect passenger name, date, or routing, the service fee will be reviewed for full or partial waiver. Submit a request to support@airtickets-us.com with your booking reference within 14 days of ticket issuance.
- If Airtickets-us cannot complete your booking: full refund of all amounts collected by Airtickets-us, including the service fee, processed within five business days.
4. Refund Processing Timeline
| Refund type | Typical timeline |
|---|---|
| DOT 24-hour — airfare | 7–20 business days (airline/partner) |
| DOT 24-hour — service fee | 5–10 business days (Airtickets-us) |
| Refundable fare — airfare | 7–20 business days (airline/partner) |
| Airline cancellation — airfare | 7–20 business days (airline/partner) |
| Airtickets-us cannot complete booking | Within 5 business days |
5. Airline Schedule Changes
Airlines may modify schedules, aircraft types, routes, operating carriers, or other travel details after booking. Airtickets-us is not responsible for airline-initiated changes but will assist customers in working with the airline or issuing ticketing partner.
6. No-Show Policy
If a traveler does not board the scheduled flight without canceling in advance, the booking is treated as a no-show. Most airlines consider no-show bookings non-refundable. The Airtickets-us service fee is non-refundable in a no-show situation.
7. How to Request a Refund
- Call +1-877-667-8080 or email support@airtickets-us.com with your booking reference and the reason for your request.
- We confirm which refunds apply and initiate the process within two business days.
- We provide written confirmation of all actions taken and applicable timelines.