Why won't the booking portal refund my money?

Online Travel Agencies (OTAs) often use delay tactics. Since they only earn a small commission, they have no financial interest in processing a free refund. Legally, however, they must forward the money to you immediately once the airline has refunded it.

What is the Ping-Pong tactic between the airline and the portal?

The portal claims the airline hasn't paid yet. The airline claims the money has already been sent. In most cases, the portal already has the money but hasn't allocated it to your booking or is intentionally holding onto it.

Do I have to pay fees to the portal for the refund?

If the airline canceled the flight, US Department of Transportation (DOT) rules entitle you to a full, prompt refund. The portal is not allowed to deduct additional service or processing fees from the ticket price for a legally mandated refund.

Does a credit card chargeback help?

Yes, a chargeback under the Fair Credit Billing Act can be a highly effective tool. The prerequisite, however, is that you have provably given the portal a deadline to pay. Our generator creates exactly this document.

The OTA Trap: Force Booking Portals to Refund Your Flight

It is the blackest hole in the travel industry: You book through portals like Expedia, Priceline, Kiwi, or Booking.com because it was $10 cheaper. But when the flight gets canceled, the horror begins. Customer service consists only of useless chatbots, and the airline and the portal blame each other.

Don't let them put you off with excuses. If the flight was canceled, you are entitled to a 100% full refund of the ticket price. Our portal helps you break through the wall of silence and put the booking portal under legal pressure.

Important Notice on Usage
This tool is an automated template generator (help for self-help). It simply inserts your data into standard legal templates. There is no individual review of your case. This free service does not replace legal advice from an attorney. Use of this tool is at your own risk, and no guarantee of success is provided.

Generate Demand Letter for Refund

Select your booking portal to create a demand letter (PDF):

Refund Help by Booking Portal

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Checklist: How to Get Your Money Back

If the portal refuses payment or ignores you, follow these steps:

Steps Against the OTA Delay Tactic

Get airline confirmation: Get written confirmation (email/chat) from the airline that the refund has already been issued to the travel agent.
No vouchers: Do not accept "Wallet Credits" or portal vouchers. US DOT rules entitle you to cash back to your original payment method.
Set a deadline: Use our tool to generate a 14-day deadline notice and email it to the portal.
Prepare a chargeback: Document all your attempts to contact them. If the deadline passes, contact your bank/credit card issuer for a chargeback.
Legal consequences: Inform the portal that if the deadline passes, they will be held liable for breach of contract and potential small claims court fees.

Case Studies: Typical Excuses from Portals

Example 1: The "We Received Nothing" Lie

A customer demands a $500 refund from Expedia. Expedia claims for 3 months that the airline hasn't paid. The customer sends a screenshot of the airline's confirmation showing that the money was transferred to Expedia 10 weeks ago.
Result: After sending a strict demand letter with a deadline, the money is suddenly paid out within 48 hours.

Example 2: Illegal Service Fees

Kiwi.com wants to pay out only $380 from a $400 refund, withholding a $20 "processing fee," even though the airline canceled the flight.
Result: This is illegal. For cancellations initiated by the airline, the US DOT mandates that the refund must be full and fee-free.

FAQ: Help with the OTA Trap

Why shouldn't I just sue the airline directly?

If the airline has already returned the money to the intermediary (OTA), it has fulfilled its legal duty. Your claim is then against the portal, which is holding your money as the "merchant of record" (unjust enrichment).

How do I find the correct address for the portal?

Many portals are headquartered overseas or have complex corporate structures. The official addresses of the parent companies are already pre-filled for you in our generators.

What can consumer protection agencies do?

Filing a complaint with the US Department of Transportation (DOT) Aviation Consumer Protection Division or the Better Business Bureau (BBB) is free and often forces OTAs to respond. However, sending a legally sound demand letter yourself is always the first and most important step to establish a formal default.