One of my flights has disappeared from my account, what does that mean?
A flight disappearing from your account typically means that the airline has cancelled it. Many airlines are reducing their scheduled offerings and some are cancelling service altogether. If your flight gets cancelled by the airline and you still need to fly your best options are to either call us so an agent can re-book you or simply purchase another flight.
One or many of my flights have been cancelled and I still want to fly, what do I do?
If your flight gets cancelled by the airline and you still need to fly your best options are to either call us so an agent can re-book you or simply purchase another flight.
Should I always contact StudentUniverse since I booked through you?
We can definitely help you with your flights if you booked through us, unless you've booked with these airlines:
- Sun Country
- Easy Jet
If you've booked with one of these airlines, we do not have access to your ticket and you'll need to contact the airline directly.
The airline has canceled my flight, can I get a refund?
We understand the US DOT has recently issued a statement advising airlines to refund passengers for flights to, within, or from the United States that are canceled by the airline. If your flight has been canceled by the airline, we will be happy to submit a request to the airline on your behalf for a refund. Please note, your ticket may still be subject to StudentUniverse cancellation fees as per the penalties listed under the rules of your ticket. This fee may be reduced from our standard fee due to the circumstances, and used to cover things like the costs of requesting a refund on your behalf. At this time, many airlines have delayed issuing refunds to focus on customer service and protecting passengers, but please know we will advocate on your behalf. The request process may take up to 4-6 weeks due to the overwhelming volume of requests airlines are receiving.
Please note, if you cancelled your reservation prior to the airline canceling your flight, you may no be longer eligible to request a refund as you were the one to opt for cancelation.
My airline has issued a waiver for a free change, what does that mean?
At this time, many (although not all) airlines have issued a waiver for a free change for any travel in March or April. This means different things depending on the airline, but for most major airlines at this point it means we can cancel your current flight and provide a future travel credit equal to the remaining value of your ticket. Each airline has a different policy, but most require you use the credit by the end of this year, and may require you use it for the same route (although it depends on the airline). If you’d like to check what your airline is offering, you can check out the airline policies directly.
If you would not like to accept the future travel credit, we can look into the possibility of a refund. Please note that most cancellation fees range from $200 to $450 depending on the ticket and that Basic Economy tickets or flights that have already been partially flown are never refundable.
What if my flight is not covered under a change waiver?
Some of you have flights from May or June that are not yet covered under a change waiver. If you’d like to change that flight to an earlier date, change fees may apply. If you need to cancel that flight, we suggest you wait and see if the airlines issue a policy to cover you, as policies are changing daily. In any case, please hang tight and do not contact us yet about this, unless you need to change your flight to this week.