Cancellations
Cancelling a booking, explained
Airplaner does not apply one blanket cancellation rule. Every rate you book carries its own terms, and those terms are the ones we enforce.
1. Policies are per rate
Two rooms in the same hotel — even the same room type — can have different cancellation terms. The policy belongs to the rate you selected, and falls into one of three shapes:
Fully refundable
Cancel free of charge up to a stated deadline. Cancel before it and the full amount you paid comes back.
Partially refundable
A penalty applies from a certain point — often a night's cost or a percentage. You get back what you paid minus that penalty.
Non-refundable
No refund on cancellation. These rates are cheaper for that reason and are always labelled before payment.
2. Where to find your deadline
- On the room card in search results, before you select anything.
- On the checkout page, next to the price, immediately before you pay.
- On the booking itself in My Bookings — this is the authoritative copy. We freeze the policy onto your booking at the moment of payment, so later supplier changes cannot alter the terms you agreed to.
Deadlines are stated in the property's local time zone. If you are cancelling close to the cut-off, don't wait — a request submitted before the deadline is assessed against the deadline.
3. How to cancel
- Sign in and open My Bookings.
- Select the booking you want to cancel and open its detail page.
- Choose Cancel. Before anything is submitted you are shown the policy in force right now and the penalty, if any, that will be deducted.
- Confirm. The request is sent to the supplier automatically.
4. What happens next
The supplier is contacted automatically. Airplaner submits the cancellation to the supplier that holds the reservation. Most respond within seconds.
If the supplier is slow, your booking shows “cancellation in process”. That means we have your request and are still waiting on their confirmation. Don't submit it again — the request is queued and completes on its own.
The booking status changes to Cancelled once the supplier confirms, and a cancellation confirmation email is sent to the booking's contact address.
The refund is issued to the original payment method. Card payments are refunded to the card that was charged; agency wallet payments are credited back to the agency wallet, where they are available immediately. Card refunds appear on your statement according to your bank's timing, commonly within a few business days.
Penalties, in plain words
A penalty is the part of your payment the supplier keeps when you cancel inside a charged window. Your refund is simply what you paid minus that penalty. Where a supplier expresses the penalty against their own cost rather than the price you paid, we scale it to your selling price — so the deduction shown on your booking is proportionate to what you actually paid, never larger.
Taxes and fees collected at the property are not part of your Airplaner payment and so are not part of the refund; if you never paid them, there is nothing to return.
Special cases
- Several bookings from the basket. Each basket item becomes its own booking, so each can be cancelled separately under its own policy.
- Packages. Flight and accommodation booked together form one booking; contact support if you need only one component changed.
- Flights. Airline fare rules govern the refund, and many fares are non-refundable or refundable only as a credit. The rule that applies is shown on the booking.
- No-shows. Not arriving without cancelling is normally charged in full by the property. If your plans change, cancel — even late, a partial refund often beats a no-show.
Need help cancelling?
If a deadline is close, or the property has told you something different, call us — with your booking reference we can see the exact terms and act on them.
The full legal wording is in our Refund & Cancellation Policy.