Start with your booking confirmation and the reservation’s own change and cancellation terms, then submit the request through the online travel agency (OTA) channel shown there. The result depends on whether you are changing plans voluntarily or responding to a supplier cancellation, what fare or room rate you bought, the applicable deadline, and which company took payment. A 24-hour cancellation rule does not automatically apply to an OTA booking.
Check the booking before you request a change
Find the confirmation email and the reservation in your OTA account. Confirm that the booking is active, then note the airline or accommodation provider, booking reference, payment arrangement, and instructions for managing the reservation. The confirmation may also say whether the supplier or OTA handled payment.
- Read the specific fare or room-rate rules, including whether changes are allowed, the cancellation deadline and its time zone, any change or cancellation fee, and the consequences of missing the deadline or not showing up.
- For a flight change, check whether you would owe a fare difference as well as any change fee. The exact amount and whether changes are permitted depend on your booking; there is no universal OTA fee schedule.
- For accommodation, check the property’s cancellation and change conditions as well as the OTA’s instructions. The property’s policy may determine the fee and which changes are available.
Do not assume that a booking can be changed simply because the OTA has a manage-booking page. The available actions and their cost depend on the reservation’s terms.
Decide whether this is a voluntary change or a supplier disruption
You want to change or cancel your plans
This is a voluntary request. Follow the rules attached to your fare or room rate. A refundable or changeable booking may offer options that a restricted or non-refundable booking does not; check the actual terms before confirming a cancellation or accepting a proposed change.
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The airline or property cancelled or changed the booking
Handle this separately from a voluntary cancellation. Before accepting a rebooking, credit, voucher, or other alternative, check whether the disruption gives you a refund option under the rules that apply to your itinerary and transaction. In the United States, the Department of Transportation (DOT) says OTA customers should contact the ticket agent first when seeking a refund. Its consumer refund guidance, last updated November 7, 2025, says: “If you purchased your ticket through an online travel agency (or other agent), you should contact the travel agent directly to obtain a refund before contacting the airline.”
How to submit a change or cancellation request
- Open the OTA account or confirmation email and use the reservation’s manage-booking or help instructions. If those instructions direct you to the airline or property, use the specified channel.
- Select the requested action and review the displayed consequences before confirming: any fee, fare difference, refund amount, credit, revised itinerary, or deadline.
- Save the request confirmation and reference number. Keep the original booking details and any messages or offers from the OTA or supplier.
- Check the payment statement if a refund is due. The merchant of record—the company identified as having taken payment—can help establish who is responsible for issuing it.
Do not treat an offered credit or alternative itinerary as equivalent to a cash refund. Compare the options available for your case before you accept one.
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Flight rules depend on where the itinerary is covered
United States: the 24-hour rule is not an OTA guarantee
For qualifying reservations made directly with an airline at least seven days before departure, U.S. airlines must offer either a full-refund cancellation within 24 hours or a 24-hour hold at the quoted price; they do not have to offer both. DOT says this requirement does not apply when the ticket is purchased through an OTA, travel agent, or other third-party agent. It also does not require airlines to make ticket changes free of charge.
United States: cancellation or significant airline change
For a flight to, from, or within the United States that the airline cancels or significantly changes, a traveler who rejects rebooking, credits, vouchers, or other offered compensation may be entitled to a refund. If the ticket was bought through an agent, check the payment statement to identify the merchant of record and contact the agent first, as DOT advises.
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For covered airline refunds, DOT’s consumer guidance gives a processing period of seven business days for credit-card purchases and 20 business days for cash purchases. These periods are not general deadlines for hotel refunds or voluntary OTA cancellations.
European Union: two steps for a covered cancelled flight
The European Commission’s air-travel guidance describes two separate deadlines: the airline refunds within seven days after the passenger chooses reimbursement, and the OTA passes the money to the passenger within seven days after receiving it from the airline. The second period begins when the OTA receives the airline’s refund, not when the passenger first asks.
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United Kingdom: check the terms presented at booking
The UK Department for Transport’s air passenger guide says booking terms must be available, clear, and easy to find, and explain what to do about cancellation, date changes, and rebooking. This is a UK air-travel consumer-information point, not a universal rule for hotel bookings or other countries.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to change or cancel a hotel booking
Use the reservation’s OTA instructions and check the property-specific terms before submitting a request. The OTA may let you initiate a change, but the property’s policy can determine which changes are available and what cancellation fee applies.
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Booking.com example
Booking.com’s customer-service guidance says available changes can be initiated through the confirmation email or Booking.com, with the options depending on the property’s policy. A free-cancellation booking does not incur a cancellation fee when cancelled within its allowed period; a late cancellation or cancellation of a non-refundable booking may incur a fee. The confirmation explains whether the property or Booking.com handles payment. Booking.com’s accommodation terms describe the reservation as being made directly with the service provider and say changes or cancellation depend on the booking terms. These details illustrate Booking.com’s process; they do not establish the rules for other OTAs or every property.
If the terms or refund responsibility are unclear
Ask the OTA to identify the specific booking term it is applying, the deadline and time zone, the fee or refund calculation, and which company will issue any refund. Keep the reply with your confirmation and payment record. If the issue concerns a disruption or consumer right outside the U.S., EU, or UK examples above, check the applicable local regulator’s guidance; rights and refund timing vary by jurisdiction and transaction.
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