I booked a plane ticket through a travel agent, but I have to cancel my flight. How long does a refund take? How much will I get back?
If your travel agent has not confirmed or issued the ticket, you pay nothing or a small administration fee. However, if the ticket has been issued, the agent must cancel with the airline, and a refund could take months. Airlines also impose charges on agents, and these charges will be passed on to you.

Airlines usually charge $75 for each ticket cancelled and $50 administrative fees. Agents may charge $50 for the cancellation too, so you could pay $175 in total.

If you cancel only a day ahead, airlines impose a $150 no-show fee in addition to their $75 cancellation fee, $50 administrative fee and the agent's own administrative fee. That way, you could lose a few hundred dollars off the value of your ticket.

NATAS Chief Executive Mr Robert Khoo has also advised that airlines can take up to nine months to process a refund. Therefore, agents are given no choice but to wait. However, you are assured that agents do not sit on refunds.

What happens if I book a package tour and then cannot go because of a family emergency?
Before booking, it is advisable to read the agent's cancellation policies. If you find the policies unfair, negotiate for more equitable terms (in writing) or choose another agent.

Agents have cancellation time frames (e.g. four weeks before departure, no charge; three weeks before departure, 50%; and so on). Many have 100% cancellation charges if you cancel within 24 hours of departure. If this is in the condition of sale and you sign the agreement, a refund is unlikely.

In addition, agents suffer losses for airline seats bought, and payments to overseas agents to secure rooms and tours when met with a cancellation. If a customer cancels at least one month before departure, the agent usually takes only an administrative fee. Otherwise, you will be charged more.

What would be unfair to expect of a travel agent?
Agents are middlemen. They do not own the airlines, hotels or transport companies, so matters like booking availability, payment deadlines, cancellation fees and inventory controls are not within their control.

For example, airports may increase taxes and there are instances where customers refuse to pay the extras. Or when customers want to extend their group tours, they do not realise that this depends on airline confirmation. If no confirmation is received, the customer has to return with the group. This is made known at the point of booking.

It may not always be possible to give the customers exactly what he/she wants, but a good agent will be one that can provide satisfactory alternatives.