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Can travel agents charge professional service fees to process cancellations?

It depends on what was agreed with the customer. If you agreed upfront that a fee would be payable for changes to the booking, you can still charge that fee.

If there is no agreement about cancellations, the travel agent can try to conclude a new agreement with the customer for the subsequent cancellation, or deduct it from the refund as part of the reasonable cancellation penalty (if there isn’t a travel ban). Just be careful, you mustn’t do anything that makes it look like you are exploiting the situation.

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

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