Service Terms & Policies

Policy Focus: Modifications & Resolutions • 2026 Edition

1. Independent Support Desk Agreement

By contacting the My Smart Travels support line, you acknowledge that we are an independent service provider specializing in itinerary management, flight modifications, and cancellation assistance. We act as a professional intermediary to resolve travel disruptions between you and the operating carrier.

2. Service Fees & Interventions

Our primary service is the specialized labor and system-level research required to handle complex airline requests.

Please Note Our Fee Structure:

  • A Professional Support Fee is charged for all successful modifications, cancellations, or refund recoveries.
  • This fee is for our agency's expertise and is separate from any airline-imposed penalties.
  • Service fees are non-refundable once the intervention is initiated in the carrier system.

3. Cancellations & Refund Processing

All cancellations and refund eligibility are governed strictly by the airline's fare rules. While we advocate for the maximum possible recovery:

  • Refund processing times are determined by the airline (typically 7-21 business days).
  • "No-Show" tickets are generally non-refundable as per global carrier standards.
  • We do not guarantee a specific refund amount until the carrier provides final authorization.

4. Limitation of Responsibility

My Smart Travels is not liable for airline-initiated schedule changes, flight delays, or baggage issues. Our role is strictly limited to facilitating the communication and system updates required for your journey. Our liability is capped at the total service fee paid to our agency.

5. Governing Law

These terms are governed by the laws of the Commonwealth of Kentucky, USA. Disputes shall be resolved exclusively in Richmond, KY.

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