How are flight cancellations handled?

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Involuntary Cancellations

We understand that a flight cancellation can be frustrating. In the case this happens we will honour the refund policy of the airline and travel agent.

• If the full cost of the flight is refunded
  • We will expect the entire refund of the sale price to be received from you the agent, less any applicable fees charged by the airline or agent
  • Once this amount is received we will refund the entire amount paid to date to the customer

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Voluntary Cancellations

The ability for customers to cancel their flight or not will depend on your flight’s fare rules. We will always honour the fare rules communicated to us (or better rules in cases fares can be waived). If a customers wishes to cancel their flight they should contact their travel agent. You, the agent, are then expected to communicate with us.

Please always communicate with us first and we can confirm the cancel fees we have recorded, if the customer has a shortfall is entitled to a refund etc.

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Slice Pay cancel fees

• Slice Pay do not charge any cancel fee. Please note however that our Hold Price Fee is non-refundable.
• If the customer requests a cancellation within 24 hours of booking we will waive Hold Price Fee. If we have not yet transferred funds for the booking we are flexible and may extend the period in which we waive our Hold Price Fee.
  • We will need confirmation that booking has indeed been been voided successfully before waiving our Hold Fee
  • Slice Pay will always honour the airline or agency cancel fees as relevant

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Flight is Refundable

Refundable flights can be cancelled however there are cancel fees charged from:

1. The travel agent
2. Airline

A customer may be eligible for a refund depending on the amount they have paid towards their lay by plan to date:

• If the total of these fees is more than the amount paid to date by the customer, the customer will not be eligible for a refund.
• If the total of these fees are less than the amount paid to date by the customer they will receive a refund of the difference. Note this refund can take sometime to secure from the airline.
  • For instance customer has paid $200 towards their flight whilst the cancel fees from the travel agent and supplier totals to $100. The customer would be entitled to a $100 refund.
    • Note Slice Pay Hold Price Fee is non-refundable

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Flight is non-Refundable

If the customer wishes to cancel a non-refundable fight you the travel agent will need to explain the options specific to the customers circumstances. It is important to reiterate the principles of lay by, that a customer can only receive their travel good once/if they complete their payment plan. This may include being offered travel credit, getting an exemption etc.

• USA based customers: If there is no way to cancel the flight and receive anything back the customer will need to honour their lay by agreement and pay off the remaining amount.
• Australian based customers: the customer has no obligation to complete their payment plan. However we will make it clear to the customer they will no longer be permitted to use the Slice Pay service.

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