Privacy, terms and fees

We collect only what is needed to help with your booking: your name, contact details, the airline, the booking reference and the travel dates you give us over the phone or in the search form.

We use that information to research your fare rules, contact the airline on your behalf and follow up on your request. We do not sell your details and we do not share them with anyone other than the airline or supplier needed to complete your request.

Payment card details are entered only with the airline or the payment processor directly. We never ask for a full card number by email or message.

You can ask us to delete the details we hold about you at any time by calling the help desk. We keep records of completed requests only for as long as accounting and dispute rules require.

TravelDesk is an independent travel assistance service. We are not an airline, we do not operate flights, and we are not affiliated with, endorsed by or acting as an official support channel for any carrier. Airline names are used only to describe the ticket you have asked us to help with.

We research published fare rules and airline policies and act on your instructions. Final decisions on changes, refunds, upgrades and waivers always rest with the airline that issued your ticket.

You are responsible for the accuracy of the details you give us. A misspelled name or a wrong date can make a ticket unusable, and some corrections are not permitted by the airline.

Our assistance fee is separate from anything the airline charges and is disclosed before we start work. Airlines may charge change fees, fare differences, seat fees or taxes in addition.

We do not guarantee seat availability, upgrade availability, refunds or specific departure times. Where an airline cancels or significantly changes a flight, the airline's own rebooking and refund rules apply.

Airline charges are paid directly to the airline or through its secure payment page. Assistance fees are quoted to you on the call and confirmed before any work begins.

If you cancel a request before we have contacted the airline, any assistance fee paid is refunded in full. Once work has started, the assistance fee covers the time spent and is not refundable, even if the airline declines the change.

Airline refunds are governed by the fare you purchased. Refundable fares, flights cancelled by the airline and bookings cancelled within 24 hours of purchase are the usual cases where money is returned to the original payment method. Refund processing times are set by the airline and typically take 7 to 30 business days.

Non-refundable tickets are usually cancelled for a travel credit rather than cash. Credits are normally valid for one year from issue and are tied to the passenger's name.

Every airfare includes government taxes, airport charges and carrier-imposed surcharges set by the airline and the authorities in the countries you travel through. These are not our fees and we cannot waive them.

When you change a ticket, the taxes and surcharges are recalculated for the new route and date. A change to a different country or cabin can change the tax amount even when the base fare is the same.

On a refund, taxes that were never used may be refundable even when the fare itself is not. We check this for you as part of the cancellation request.

Our own assistance fee, if any, is shown separately and is never mixed into the airline's fare, tax or surcharge amounts.