Refund Policy

Overview

GoTour & Travels is committed to ensuring transparent refund procedures that comply with U.S. Department of Transportation (DOT) regulations and individual airline policies. Our refund policy outlines the circumstances under which refunds are eligible, processing timelines, and the responsibilities of both our agency and the airlines we book through.

All refunds are subject to the terms and conditions of your airline ticket, which is the governing document for refund eligibility. Our agency fee is non-refundable and separate from airline refunds. This policy applies to all bookings made through GoTour & Travels as facilitated by Sea and Sky Travel Solutions Private Limited (IATA License No. 14025685).

DOT 24-Hour Cancellation Rule

Under U.S. Department of Transportation regulations (14 CFR Part 259), all airlines selling tickets for flights departing from the United States must provide passengers with a full refund of the ticket price, minus any taxes and fees that cannot be refunded, when the passenger cancels within 24 hours of booking, provided that the booking was made at least 7 days before the scheduled departure.

Key Points:

• Full Refund Eligibility: Cancellations within 24 hours of booking (if booked 7+ days before departure) are entitled to a full refund in the original form of payment.
• No Exceptions: This applies to all ticket types, including non-refundable fares. Airlines cannot charge cancellation fees during this 24-hour window.
• Refund Method: Refunds must be credited to your original payment method (credit card, debit card, or bank account).
• Airline Processing: The airline is responsible for issuing the refund. GoTour & Travels facilitates the cancellation request but cannot guarantee refund timelines.
• How to Request: Contact us at (432) 558-6151 within 24 hours of your booking to initiate a DOT-protected cancellation.

Important: This rule is mandated by the DOT and overrides most other refund restrictions. If you booked a ticket within the last 24 hours and your departure is 7+ days away, you have the right to request a full refund.

Airline Cancellation Policies

Beyond the DOT 24-hour rule, refund eligibility depends on your ticket type and the specific airline's refund policy. Airlines typically offer two categories of tickets:

Refundable Tickets:

• Can be cancelled for a full refund of the base fare (excluding taxes and airline fees that are non-refundable).
• Refund is credited to the original payment method within 7–21 business days.
• Refundable tickets often carry a higher upfront cost.
• All major carriers (United, American, Delta, Southwest, etc.) offer refundable fare options.

Non-Refundable Tickets (Basic Economy, Discount Fares):

• Cannot be refunded in cash; however, a travel credit (valid for 1–3 years depending on the airline) may be issued.
• The travel credit can be applied to future bookings with the same airline.
• In cases of involuntary cancellation by the airline, non-refundable tickets are still entitled to a full refund or rebooking at no additional charge.
• Travel insurance (separate coverage) may offer cash refunds if you have a covered reason for cancellation.

Involuntary Airline Cancellations:

• If the airline cancels your flight due to operational reasons, weather, or other factors beyond your control, you are entitled to a full refund or rebooking, regardless of ticket type.
• The airline must process these refunds within 7–21 business days.
• GoTour & Travels will notify you of airline-initiated cancellations and guide you through the refund or rebooking process.

Agency Service Fee Policy

GoTour & Travels charges a service fee for booking assistance, customer support, itinerary customization, and post-booking services (e.g., seat selection, special meal requests, flight change coordination). This service fee is separate from the airline ticket price and is non-refundable in all circumstances.

Service Fee Details:

• When Charged: The service fee is disclosed during the booking process and is due at the time of payment.
• Non-Refundable Nature: Even if you cancel your entire booking within the DOT 24-hour window or shortly thereafter, the service fee cannot be refunded.
• Covers: Personal consulting, phone support, booking expertise, and ongoing assistance throughout your travel.
• No Exceptions: The service fee is not refunded under any circumstance, including involuntary airline cancellations.
• Transparency: All fees are provided in writing prior to payment.

We encourage you to review your entire booking confirmation, including all fees, before committing. Our team is available to answer questions about the breakdown of costs at (432) 558-6151.

Non-Refundable Tickets

Many airlines offer deeply discounted fares (often labeled "Basic Economy," "Light," or "Saver") that are explicitly non-refundable. If you purchase a non-refundable ticket, you should understand the implications:

What You Cannot Do:

• Receive a cash refund if you cancel for any reason (except involuntary airline cancellation).
• Transfer your ticket to another person on most airlines without substantial change fees.
• Expect the airline to refund your money if you simply don't use your ticket.

What You Can Do:

• Request a travel credit (often valid for 1–3 years) to use on a future booking with the same airline.
• Change your flight date for a fee (typically $0–$150+ depending on the airline and fare difference).
• Purchase travel insurance at the time of booking to protect against cancellation (see Travel Insurance Recommendation section).
• Receive a full refund if the airline involuntarily cancels your flight.

Our Recommendation: If refund flexibility is important to you, choose a refundable ticket option or purchase trip cancellation insurance at the time of booking. Our team can guide you through these options when you call to book.

How to Request a Refund

Follow these steps to initiate a refund request with GoTour & Travels:

1. Call Our Refund Specialists

   Contact us at (432) 558-6151 and provide your booking reference number (Confirmation #). Our team is available to take your refund request and answer clarifying questions about your eligibility.

2. Our Agent Reviews Your Ticket

   Our refund specialist will review your ticket type, fare rules, airline policies, and specific circumstances to determine refund eligibility. We will inform you of any applicable fees, travel credits, or refund amounts.

3. Cancellation is Processed

   Once you authorize the cancellation, our team submits the cancellation request to the airline on your behalf. We obtain airline confirmation of the cancellation and refund eligibility.

4. Refund is Submitted to Airline

   The airline processes the refund request. The timeline varies by airline and refund type (typically 7–21 business days). We provide you with a reference number and expected timeline.

5. Refund is Credited to Original Payment Method

   The refund is automatically credited to the payment method used to purchase the ticket (credit card, debit card, or bank account). Allow 3–5 additional business days for your financial institution to post the credit.

Refund Timeline & Processing Times

Refund timelines depend on the refund type and the airline's processing procedures. Use the table below as a general guide:

Additional Timeline Information:

• Bank Processing: After the airline credits your payment method (5–21 days), allow an additional 3–5 business days for your bank or credit card issuer to post the refund to your account.
• Weekend & Holiday Delays: Processing times do not include weekends or bank holidays. If your refund date falls on a weekend, expect processing to resume on the next business day.
• Status Tracking: Call us at (432) 558-6151 with your confirmation number to check on the status of your refund at any time.
• Missing Refunds: If you do not see a refund within the expected timeframe, contact us immediately so we can investigate with the airline on your behalf.

No-Show Policy

If you do not show up for your scheduled flight, the airline typically will not refund your ticket, even if it was originally refundable. A "no-show" occurs when you fail to check in or board your flight without providing advance notice to the airline.

No-Show Consequences:

• Forfeiture of Ticket: The airline forfeits your entire ticket cost, including the base fare and any taxes paid.
• No Refund: Refundable tickets are not refunded if you are marked as a no-show.
• Itinerary Cancellation: If you booked a round-trip ticket and miss your outbound flight, the return flight is often automatically cancelled without refund.
• Travel Credit: Some airlines may issue a travel credit for the fare (excluding taxes and fees) valid for a limited period (typically 1 year), but this is not guaranteed.

How to Avoid a No-Show:

• Plan to arrive at the airport at least 2–3 hours before international flights and 1–2 hours before domestic flights.
• If you cannot make your flight, contact the airline before your scheduled departure to request a change or cancellation.
• Some airlines allow online check-in 24 hours in advance, which can help you confirm your reservation status.
• If circumstances change, proactively reach out to GoTour & Travels or the airline to explore options (rebooking, travel credit, etc.).

GoTour & Travels cannot reverse a no-show determination after the flight has departed. Please plan ahead and communicate with us if your travel plans change.

Travel Insurance Recommendation

Trip cancellation and travel insurance provides financial protection if you need to cancel your flight for a covered reason (illness, family emergency, injury, death of a family member, weather delays, etc.). GoTour & Travels strongly recommends purchasing travel insurance at the time of booking, especially for non-refundable tickets or expensive trips.

Benefits of Travel Insurance:

• Trip Cancellation Coverage: Reimburses the cost of your ticket if you cancel for a covered reason.
• Works with Non-Refundable Fares: Provides cash reimbursement even if your ticket is marked as non-refundable.
• Medical & Emergency Coverage: Covers emergency medical expenses, evacuation, and family emergencies while traveling.
• Baggage Protection: Reimburses lost or delayed baggage.
• Flight Delay Coverage: Provides compensation if your flight is delayed beyond a certain timeframe.
• Peace of Mind: Protects your investment in your trip.

Why Purchase During Booking:

• Many travel insurance policies must be purchased within 14 days of your initial trip deposit to be eligible.
• Pre-existing medical conditions are often covered if you purchase insurance at the time of booking.
• Coverage is typically more affordable when purchased early.

How to Purchase: Ask our team about travel insurance options when you book your flight. We can provide quotes and coverage details. Travel insurance is optional but highly recommended, particularly for non-refundable fares.

Contact for Refunds & Questions

If you have questions about your refund eligibility, need to initiate a refund request, or want to check on the status of a refund in progress, please contact our refund specialists:

Phone: (432) 558-6151
Email: contact@gotourandtravels.online
Hours: Monday – Friday, 9:00 AM – 6:00 PM EST (Phone Bookings Only)
Mailing Address: Sri Tharani Enterprise Co., Ltd
29/48 Moo 10, Nong Prue Subdistrict
Bang Lamung, Chon Buri 20150
Thailand

Please have your booking confirmation number ready when you contact us. We will respond to all refund inquiries within one business day.

Last Updated: January 1, 2025