I have not received my refund

CitizenPlane processes refunds in the 48 hours following a cancellation. 

Due to COVID and only in specific cases, it can take up to 7 days for a cancellation to be processed.

We do not charge a cancellation fee and refund 100% of the ticket price.

The money is transferred back to your online travel agent (OTA), who is in charge of crediting back the card used during the booking, as they are the Merchant-of-Record and, as such, the only one with access to your banking details.

We recommend following up on your refund with them directly. It can sometimes take weeks for an OTA to fully process a refund, so don't worry if your refund doesn't appear right away on your bank account.

If you don't hear back from the OTA and don't see money credited back to your account within 8 weeks, call or email the agency and inquire about the status of your refund.