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But, can a travel agent charge the consumer a separate administration service fee for assisting the consumer with administration surrounding the cancellation and getting a refund?

This depends on what the Terms & Conditions say in the contract between the travel agent and consumer.

If the T&Cs state that the travel agent can levy a separate administration service fee – given that it is fair and reasonable – and the consumer agreed upfront when the booking was made, then a separate fee may apply for the work incurred to cancel the booking, rebook, apply for a refund on behalf of the consumer, etc. If this is not clearly stated in the T&Cs, or the customer has not agreed to pay an administration service fee for this assistance separately, then the travel agent may not levy an administration service fee.


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