Airline Says “Contact Your Booking Agent”: Who Handles the Refund?

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Quick answer: When an airline redirects you to a booking agent, determine who took payment, who controls the ticket and whether the airline has already released funds.

Why airlines redirect travelers

Third-party tickets can involve separate systems for ticket control, payment and refund authorization.

Ask the airline

Has the ticket been refunded or only marked refundable?
Was money released to the agent?
What date, amount and reference apply?

Ask the booking agent

Have you received airline authorization or funds?
What fee, if any, is being withheld and why?
What exact step remains?

When both sides redirect you

Put both written answers in the same message and ask each company to reconcile the contradiction.

A reply you can adapt

Please identify the specific reason for your decision, explain how it affected my flight, and provide the dates, amount, calculation or transaction reference you relied on. I would also appreciate confirmation of any separate refund, reimbursement or assistance rights that remain available.

Official sources

Build the record before you escalate. Use the free Evidence Packet Builder to organize documents, dates and references for this issue.

Frequently asked questions

Should I send a generic complaint letter?

A fact-specific request is usually clearer. Ask for the exact missing explanation, calculation or transaction reference.

Can this site guarantee payment?

No. Eligibility depends on route, facts, governing rules and evidence.

What should I save?

Save booking records, boarding passes, notices, receipts, bank evidence and every written response.

Need a clearer next step?

Use the free next-step wizard to match your airline reply to the right guide and evidence checklist.

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