Refund and Cancellation Policy

Scope

This policy applies to bookings made through Falak Al Suroor. If you bought your ticket directly from an airline, please contact that airline for any cancellation or refund.

Fare rules come first

Every ticket carries fare rules set by the airline. Broadly:

• Refundable fares return the fare paid, minus any airline cancellation charge.
• Non-refundable fares may return only certain government taxes, or nothing.
• Partly used tickets are recalculated by the airline, and the refund can be small.

We cannot override these rules or promise a refund the airline will not pay.

How to cancel

Send us your booking reference and the passengers to be cancelled. We will explain the airline charge and the estimated refund. We submit the cancellation only after you confirm in writing. Once the airline has processed a cancellation, it usually cannot be reversed.

If you do not travel

Please tell us before departure. With many fares, missing a flight without cancelling cancels any later flights on the ticket and may reduce or remove any refund.

When the airline cancels or reschedules

If the airline cancels your flight or changes its schedule significantly, it may offer rebooking or a refund on terms it sets. Send us the airline's notice, and we will ask what it will provide for your booking and pass your choice to the airline.

Our service fee

Our service fee covers the work of arranging your booking and is separate from the airline fare. Your original quote states whether any part of it is refunded on cancellation, and any charge for handling the cancellation appears in your cancellation quote before you confirm.

How refunds are paid

Refunds are returned through the payment method used for the booking unless the law or the airline requires otherwise. We pass on the amount the airline refunds, less any charges shown in your cancellation quote. Airlines and payment providers set their own processing times, so we cannot give a fixed date. When we submit the cancellation, we tell you the expected timing and keep you informed until the refund is paid.

Travel credits

Some airlines offer a credit or allow the unused ticket value to be kept for future travel instead of a refund. We explain the conditions, including expiry dates, before you choose.