Refund Policy

1. Overview & Our Commitment

Sasky Trips is committed to processing all refund requests fairly, transparently, and as promptly as possible. This policy explains your refund rights under UK consumer protection law, the Package Travel Regulations 2018, EU/UK Regulation 261/2004, and our own policies. We always aim to exceed the legal minimum — our goal is to ensure every customer ends each interaction feeling they were treated fairly.

If you have a refund query, please contact us before contacting the airline directly. We can often resolve issues faster through our direct airline relationships than customers can through public-facing airline channels.

2. Airline-Initiated Cancellations

If your flight is cancelled by the airline before departure, you are legally entitled under EU/UK Regulation 261/2004 to choose either:

• A full refund of the total ticket price, including all taxes and fees, or
• Re-routing to your final destination at the earliest opportunity under comparable transport conditions, at no extra charge

We will request your preferred remedy from the airline on your behalf. Refund timelines vary by airline but are typically 7–14 business days from approval. We chase all outstanding refunds proactively and will keep you updated throughout the process.

If your flight is significantly delayed (3+ hours on arrival) without advance notice, you may also be entitled to compensation of £220–£520 per person depending on flight distance, in addition to the above remedies. We can assist you in making this claim.

3. Voluntary Cancellations by You

If you choose to cancel your booking, the refund amount depends entirely on the fare rules of the ticket you purchased. Our team will always explain fare flexibility before you book so there are no surprises.

• Fully flexible tickets: Full refund of the base fare. Taxes and government fees are always fully refundable (net of our administration fee).
• Semi-flexible tickets: A cancellation fee applies — typically £75–£250 per person, depending on the airline and fare class. The remaining balance is refunded.
• Non-refundable tickets: No refund of the base fare. Airport taxes, government levies, and passenger facility charges — which are collected on behalf of airports and governments — are usually recoverable (subject to the airline's processing fee).
• Partially used tickets: If you have used part of a return or multi-stop itinerary, refund eligibility depends on the fare construction. Our team will advise.

4. Our Administration Fee

A non-refundable administration fee of £25 per booking is retained by Sasky Trips on all voluntary cancellations, to cover the cost of processing the cancellation with the airline and managing the refund process on your behalf. This fee does not apply where the cancellation is initiated by the airline or where the ticket is fully flexible.

This fee is separate from any airline cancellation charges and covers our reasonable administrative costs.

5. Significant Disruption & Your Rights

Under EU/UK Regulation 261/2004, you may be entitled to compensation in addition to a refund or re-routing in the following circumstances:

• Flight cancelled and you were not informed at least 14 days before departure
• Flight delayed by 3 or more hours on arrival
• You were involuntarily denied boarding (e.g. due to overbooking)
• You were downgraded to a lower cabin class than booked

Compensation amounts are:

• £220 per person for flights up to 1,500km
• £350 per person for intra-EU flights over 1,500km and other flights between 1,500–3,500km
• £520 per person for all other flights

These amounts may be reduced by 50% where the airline offers re-routing and arrival delay is within specified limits. We will help you assess and submit any such claim.

6. How to Request a Refund

To request a refund, please contact us by one of the following methods:

• Phone: Call us on 020 8081 4416 (Mon–Sun, 7am–11pm). Please have your booking reference ready.
• Email: Write to info@saskytrips.com with your booking reference, passport name, and a brief description of your request.
• Online: Use our contact form, selecting "Cancellation / Refund Request" as the enquiry type.

Please do not contact the airline directly unless we advise you to, as this can complicate the refund process and may result in delays.

7. Refund Processing Times

Once a refund has been approved and submitted to the airline or payment processor:

• Credit/debit card refunds: 5–10 business days from submission date, subject to card issuer processing times
• Bank transfer refunds: 3–5 business days
• Instalment plan refunds: Timing depends on the finance provider; typically 7–14 business days

Airline refunds may take longer where the airline's own processing is involved. Airlines are legally required to process refunds within 7 days (for credit/debit cards) or 20 days (for other payment methods) under Regulation 261/2004. We will escalate any airline refund that exceeds these timeframes.

8. ATOL Financial Protection

If you have purchased an ATOL-protected package from us and we or any airline in your ATOL Certificate cease trading, the Civil Aviation Authority will ensure you receive a refund for services not received, or assistance if you are abroad at the time. Your ATOL Certificate sets out what is covered. For more information, visit www.caa.co.uk.

9. Disputes

If you disagree with a refund decision, please contact our customer services team in writing at info@saskytrips.com. We will review your case within 5 business days. If we are unable to resolve your complaint to your satisfaction within 28 days, you may escalate to ABTA at www.abta.com, which offers a free and independent alternative dispute resolution service.