Refund & Cancellation Policy

This policy applies to all services booked through Big Bird Travel and Tourism. Because Big Bird Travel acts as an agent for airlines, hotels, tour operators, and other travel suppliers, cancellation terms are governed by a combination of our service fee policy and the individual supplier's cancellation terms.

All cancellation requests must be submitted in writing - via email to info@bigbirdtravel.com or via WhatsApp - with your booking reference number.

Big Bird Travel charges a service fee for processing bookings, visa applications, and travel documentation. This fee is non-refundable once the service has been rendered or commenced, regardless of the outcome.

This includes:

• Visa application preparation and submission fees
• Package booking and itinerary planning fees
• Flight and hotel booking service charges
• Document preparation and consultation fees

Cancellation charges for holiday packages depend on how far in advance you cancel before your departure date:

Individual hotel, airline and supplier cancellation terms may impose higher charges and will take precedence over the above where applicable.

• Flight cancellation and change policies are governed entirely by the airline's fare rules.
• Non-refundable fares issued by the airline cannot be refunded by Big Bird Travel.
• Where an airline permits a refund, we will process it on your behalf, minus any airline penalties and our processing charge (typically AED 50-150 per ticket).
• Refunds from airlines typically take 6-12 weeks to process.

• Cancellation terms depend on the hotel's specific policy for your booking (flexible, semi-flexible, or non-refundable).
• Non-refundable hotel rates will not be refunded under any circumstances.
• For flexible bookings, we will process the refund minus any hotel penalties and our processing charge.

• Visa application fees paid to the relevant embassy or consulate are non-refundable regardless of outcome.
• Big Bird Travel service fees for visa preparation are non-refundable once the application has been submitted.
• If you cancel a visa application before submission, a partial refund of the service fee may be possible - contact us to discuss.

• Umrah package deposits are non-refundable once paid, as they cover non-reversible costs (visas, hotel blocks, flight holds).
• Cancellation more than 30 days before departure: 50% refund of balance paid (excluding deposit and visa fees).
• Cancellation less than 30 days before departure: no refund.

• Cancellations more than 48 hours before the activity: full refund minus service fee.
• Cancellations 24-48 hours before: 50% refund.
• Cancellations less than 24 hours before / No-show: no refund.

To request a cancellation or refund:

• Email us at info@bigbirdtravel.com with your full name, booking reference, and reason for cancellation
• Or send a WhatsApp message to +971552979659 with the same details
• We will acknowledge your request within 24 hours and advise on applicable charges and next steps
• Approved refunds will be processed to the original payment method within 14-21 working days

Big Bird Travel is not liable for cancellations or changes caused by circumstances beyond our reasonable control, including natural disasters, government travel bans, pandemics, or strikes. In such cases, we will work with you and our suppliers to secure the best possible outcome, which may include rescheduling, credit notes, or partial refunds subject to supplier terms.