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Can a travel agent keep the commission earned on a cancelled booking?

Unless the original T&Cs state otherwise, then any commission earned on a booking that is cancelled must also be refunded to the consumer – along with the full amount received from the supplier.

If the travel agent no longer has the commission amount, because it has already been paid out and spent, as may be the case, the travel agent can propose mediation to try to find the most reasonable resolution for each party, considering the circumstances.

If the customer still insists on the commission being refunded in full, the travel agent could propose a payment plan arrangement to alleviate some of the burden. Transparency and empathy are required from everyone right now.

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