Our comprehensive cancellation and refund policy — clear, transparent, and fair to all travellers. Please read carefully before booking.
Travelstar Sales Conditions — Updated November 2023
Flight cancellations are an integral part of flight operations, solely at the discretion of the airlines, typically due to operational reasons. Etravelar (Travelstar and Tours), as an independent agent, does not control flight cancellations from either the client or the airlines.
By utilising our services, you confirm your acceptance of these terms and conditions. Please read this policy in full before making a booking.
Initiated by the airline — not the passenger
When the airline cancels a flight due to technical issues, governmental policies, adverse weather, or other operational reasons, this type of cancellation usually attracts a full refund of the ticket fare and applicable taxes.
Airline-initiated cancellations typically qualify for a 100% refund. Etravelar will process your refund as soon as the airline releases the funds to us.
Initiated by the passenger for personal reasons
Voluntary cancellations occur when a passenger requests cancellation for personal reasons, including illness. The refund amount depends on the fare type and whether the ticket has been partially used.
Refund eligibility and amounts vary significantly by ticket grade. Always check your ticket's fare rules at the time of booking.
Flexible and Non-Flexible fare grades — applicable to all cabin classes
Flexibility defines the refundable fare for a ticket. The table below outlines refund percentages applicable to all cabin classes for tickets that have not been used at all.
| Grade of Ticket | Refund % | Fare Construction |
|---|---|---|
| Fully Refundable | 95% | NUC actual ticket fare and tax element refundable less VAT. 100% refundable in case of passenger death. |
| Partially Refundable 1 | 75% | NUC actual ticket fare and certain portion of tax refundable. |
| Partially Refundable 2 | 50% | Only NUC actual ticket fare refundable. Tax not refundable. |
| Partially Refundable 3 | 25% | Only portion of NUC actual ticket fare refundable. Tax not refundable. |
| Partially Refundable 4 | 0% | Non-refundable promotional fare. |
Tickets where one or more legs have already been used
All partially flown tickets are generally non-refundable. Limited refunds may apply depending on fare grade as shown below.
Once a portion of your journey has been completed, refund amounts are significantly reduced compared to fully unused tickets.
| Grade of Ticket | Refund % | Fare Construction |
|---|---|---|
| Partially Flown Refund 1 | 15% | Only a portion of NUC actual ticket fare refundable. |
| Partially Flown Refund 2 | 10% | Only a portion of NUC actual ticket fare refundable. |
| Partially Flown Refund 3 | 0% | Non-refundable promotional ticket. |
When a passenger misses a flight without prior notification
A no-show occurs when a client misses a flight or fails to notify Etravelar at least 12 hours before departure. No-show penalties are determined entirely by the airline and vary by fare type.
Always notify Etravelar at least 12 hours before your departure if you are unable to travel. Failure to do so will result in no-show penalties applied by the airline.
| No-Show Category | Penalty | Fare Construction |
|---|---|---|
| Highly Flexible Ticket | Airline Penalty | A percentage of NUC and tax element refundable as determined by airline. |
| All Other Tickets | Airline Penalty | Refund value determined solely by airline policy. |
Flights within Nigeria
All domestic tickets are non-refundable unless the flight is cancelled by the airline. In the event of an airline-initiated cancellation, the full fare will be eligible for a refund.
Voluntary cancellations on domestic routes do not qualify for any refund regardless of how far in advance the cancellation is made.
Our team is available to clarify any aspect of our cancellation terms before you book.