Airline Ticket Cancellations Can Bring Extra Charges Depending on Where You Buy
When canceling a flight, travelers should check not only the airline’s fare rules but also the terms and conditions of the travel agency or online travel agency (OTA) that sold the ticket. Depending on where the ticket was purchased, the airline’s cancellation fee may be charged alongside separate ticketing or cancellation-processing fees.
The Korea Consumer Agency and the Fair Trade Commission have urged consumers to check cancellation and change conditions, as well as refund procedures, before purchasing tickets, citing repeated cases of consumer harm. Extra caution is needed when a cancellation request is made outside the seller’s business hours, such as on weekends or public holidays, because it may not be processed until the next business day—and the applicable fee could change.
Cancellation Penalties and Refund Denials Are Leading Sources of Consumer Complaints
According to the Korea Consumer Agency, a total of 2,863 applications for relief related to air passenger transport services were filed from 2023 through the first half of 2024. Of these, 1,440 cases involved domestic airlines and 1,243 involved foreign airlines.
Among complaints involving foreign airlines, “denial of ticket refunds and excessive penalty charges” accounted for the largest share, at 60.6%. Flight cancellations and delays, inadequate information, and damaged or lost baggage followed.
Cancellation penalties were also a prominent issue in cases from Jeju. An analysis by the Korea Consumer Agency of 739 aviation-related relief cases filed in Jeju between 2022 and 2024 found that 397, or 53.7%, involved losses related to airline ticket cancellation penalties.
Why Do Tickets Bought Through Travel Agencies Carry Additional Cancellation Fees?
Distinguish Between Airline Fees and Seller Fees
Tickets purchased through a travel agency or OTA may be subject both to the airline’s fare rules and to the seller’s own terms and conditions. As a result, a travel agency’s ticketing or cancellation-processing fee may be added to the airline’s cancellation charge.
The Korea Consumer Agency has cited cases in which consumers experienced more problems buying tickets through travel agencies than buying directly from airlines. It has explained that cancellation fees and refund terms can vary by seller even for the same route. That is why consumers should compare not only prices but also whether a ticket can be canceled and how much of the fare will ultimately be refunded.
Take Extra Care With Discount Fares and Imminent Departures
Discount tickets may come with tighter cancellation and change restrictions—or may be difficult to refund—compared with standard fares. Some fares also impose higher fees as the departure date approaches, so travelers should check how much time remains before departure and how the fee is calculated when making a reservation.
If you discover soon after booking that you entered an incorrect itinerary or passenger detail, check the seller’s business hours and cancellation-processing policy immediately. In some cases, simply clicking a cancellation button online does not complete the process.
What to Check Before Buying an Airline Ticket
- Check the seller: Confirm whether you are buying from the airline’s official website, a travel agency, or an OTA.
- Cancellation and change terms: Check the fees that apply based on the time remaining before departure and the amount that can be refunded.
- Additional fees: Find out whether the seller charges ticketing or cancellation-processing fees on top of the airline’s fees.
- Business hours: Check whether a cancellation request made at night, on a weekend, or on a public holiday will be processed at a different time.
- Booking details: Before paying, verify the passenger’s name in passport spelling, date of birth, itinerary, and whether baggage and seat selection are included.
- Keep supporting documents: Save the booking screen, fare rules, payment records, cancellation request, and communications with customer service.
If You Suffer a Loss, Contact 1372 or Consumer24
If you cannot resolve a cancellation-fee or refund issue with the business, you can seek advice by preparing your booking confirmation, payment records, the time of your cancellation request, and messages exchanged with the business. The 1372 Consumer Counseling Center and Consumer24 provide guidance on counseling and procedures for seeking relief.
However, whether a ticket can be refunded and whether a fee is reasonable may depend on the type of ticket, the timing of the cancellation, the operating carrier, and the seller’s terms and conditions. Consumers should therefore check the rules of both the airline and the travel agency, and ask the business to provide specific grounds for the fee calculation and details of the refund.
Frequently Asked Questions (FAQ)
Q. If I cancel an airline ticket, do I have to pay both the airline’s fee and the travel agency’s fee?
A. Tickets purchased through a travel agency or OTA may be subject to both the airline’s cancellation fee and a separate fee charged by the seller. Check the seller’s terms and conditions for additional charges before paying.
Q. If I request a cancellation on a weekend or public holiday, will it be treated as a same-day cancellation?
A. This may depend on the seller’s business hours and cancellation-receipt policy. Before buying, check whether requests made outside business hours are processed on the next business day, and keep a record showing when you submitted the request.
Q. Can I get a discount ticket refunded without paying a cancellation fee?
A. Discount fares may be nonrefundable or subject to substantial penalties. Check the fare type and the fee schedule based on the departure date; not all discount tickets have the same conditions.
Q. Who should I contact if my airline ticket refund is delayed?
A. First, ask the airline or travel agency that sold the ticket for the expected refund date and the basis for the processing timeline. If the issue remains unresolved, you can seek counseling or relief through the 1372 Consumer Counseling Center or Consumer24.
Q. What should I do if I believe the airline ticket cancellation fee is excessive?
A. Gather your booking confirmation, fare rules, payment records, and cancellation details, then ask the business to explain how the fee was calculated. If you cannot reach an agreement, submit the relevant documents when requesting consumer counseling or relief.
