We understand how frustrating it can be when you're waiting for a refund and it doesn't appear in your account. We apologize for any inconvenience you may have experienced with the refund process.

CitizenPlane processes refunds within 48 hours of a cancellation, but due to processing time on your Travel Agent’s side, it can take up to 14 days for a cancellation to be processed in their system. We do not charge any cancellation fees, and we always refund 100% of the ticket price.

After we process your refund, the entire refunded amount is transferred back to your online travel agent (OTA).

The OTA is the Merchant-of-Record and the only party with access to your banking details. They will be responsible for crediting the card used during the booking. We strongly recommend following up with the OTA directly regarding the status of your refund.

It is important to note that sometimes it can take weeks for an OTA to process a refund fully. In this case, don't worry if your refund doesn't appear immediately in your bank account. We suggest waiting for a reasonable amount of time before contacting the OTA. If you don't hear back from the OTA or don't see the refunded amount credited to your account within 8 weeks, we recommend contacting the agency by phone or email to inquire about the status of your refund.

Please note that we do not have access to your OTA contact details for customers.

We hope this information is helpful and that your refund is resolved soon. Please don't hesitate to contact us if you have any further questions or concerns.