If you booked your travels through an Online Travel Agent (OTA) and your flight has been cancelled, CitizenPlane will process the refund back to your OTA.

Your travel agent is the Merchant-of-Record and charged you for the booking (ticket and any service you might have purchased with them); therefore, they are responsible for reimbursing you.

Once CitizenPlane processes a refund, the money goes through a payment processor and back to the OTA. The OTA is notified of the refund by CitizenPlane and is responsible for crediting your account/card (this can take some time depending on the OTA, usually up to 8 weeks). Any queries regarding the refund should be addressed to the OTA directly.

If you cannot find the contact information for the OTA, please contact us at [email protected] and we will do our best to assist you in finding their name.