Q Why do you charge a service fee?
A Travel agents used to be paid commission by the airlines, but those days have long gone, so we are obliged to charge a service fee instead. This covers our overheads. We show the airline fare separate from the service fee, so the fee is fully transparent.
Q What overheads does the fee cover?
A The service fee covers our overheads, including paying our staff, the cost of building and maintaining our price comparison website, card acceptance and bank charges, regulatory costs, and providing expert personal help with all aspects of managing your booking.
Q The airline has refunded the fare. Why won’t you refund the service fee?
A The service fee is strictly non-refundable. The airline hasn’t provided the service. We have, as most of these costs are incurred at the time of booking. In addition we now face the considerable costs associated with chasing, verifying and passing on refunds to customers. We are determined to help as many customers and look after as many of our staff as possible during this difficult time and without retaining our fee, this would be impossible.
Q When did I agree to this?
A. The service fee is itemised on the booking page, where it can be expanded to show what it covers. It was included in the total you paid. It also features prominently in our terms and conditions which you agreed to before making your booking.