What to do if…
an airline says your ticket is cancelled or invalid even though you paid

What to do now

1. If departure is close, contact the airline through its official app, website, published telephone number, or airport customer-service desk. For a codeshare flight, start with the operating airline and ask which airline or seller issued the ticket.

2. Have your identification, full passenger name, itinerary, booking reference, ticket number if provided, receipt, and payment record ready. Ask the representative to search using both the booking reference and ticket number.

3. Ask for the exact status in plain language: whether the ticket is active, cancelled, voided, refunded, exchanged, or was never issued. Ask who changed the status, when it happened, and the stated reason.

4. Ask for the answer in writing or request a case number. Record the date, time, representative’s name, and any instructions you receive.

5. Check the merchant name on your card or bank statement. If a travel agent, online travel agency, or another seller appears, contact that company and ask it to confirm whether it issued the ticket and whether it is responsible for correcting or refunding the transaction.

6. If you still need to travel, ask whether the ticket can be reinstated, reissued, or replaced without an additional fare. Ask what immediate options are available before purchasing another ticket.

7. If the airline cancelled or significantly changed the underlying flight and you do not accept the changed flight, rebooking, voucher, or other compensation, state clearly that you want the applicable refund to the original form of payment. The merchant shown on the payment statement is generally responsible for issuing a refund when one is due.

8. If urgent travel requires you to buy another ticket, first ask for written confirmation that the original ticket will not be honored. Keep the new receipt and all records, but do not assume the replacement cost will automatically be reimbursed.

9. If the seller does not provide the paid-for travel or an appropriate refund, contact your payment provider promptly and ask whether a billing-error dispute or chargeback applies. For a credit-card billing error, send any required written notice to the billing-disputes address no later than 60 days after the card issuer sent the statement on which the charge first appeared.

10. If the airline or ticket seller does not resolve the issue, submit a written complaint to the company. You can then file an air-travel complaint with the U.S. Department of Transportation or contact the appropriate state consumer protection office.