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Airlines often have non-refundable tickets – is that legal?

Strictly speaking, that has never been legal. Consumers always have the right to cancel (for no reason) in terms of section 17. All the airline is entitled to do is charge a reasonable cancellation penalty.

The cancellation penalty can be quite high, particularly when tickets were sold at a discounted price, but refusing to give any refund at all is not considered reasonable.

For more information on cancellations and refunds, please click here.

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