We understand, life happens. Learn more below about TravelFLEX (because, like we mentioned, life happens!) or changing a name on your itinerary. We’ve outlined some info to help you better navigate the ‘oops’ in your travel plans.
Canadian law requires NewLeaf to allow our customers a grace period of 24 hours from the time of making your reservation to cancel a booking and receive a full refund – a short “change your mind” period. This can be accomplished though our website booking facility, by simply going to “My Trip” and cancelling the booking. If you do not cancel within the 24 hours of making your reservation, your reservation will be automatically confirmed and a reservation confirmation will be emailed to you.
After the 24-hour grace period, only changes are possible. What we mean by this is that you have a significant degree of freedom in changing your reservation; including name, date, destination and so on as per the Changes section below.
However, once past the 24-hour grace period, NewLeaf does not refund flights. This also includes a no-refund policy if you miss your flight.
No credit or refunds will be given for no shows, cancellations made past cut-off times, or for fare differences after a reservation has been made.
We at NewLeaf recognize that, on occasion, you may have to change the details of your flight. This could involve a date adjustment or a change in travel destination, or the name for someone else traveling instead of you -- and yes we do allow name changes. We give you the ability to change your reservation.
Because these changes have an administrative cost for us and require us to adjust our flight resources, we charge a fee of $75 for each separate time you make a change. You can change multiple items (e.g. name, destination, date) at the same time, but you will be charged the $75 for each time you make subsequent changes. You can make this change prior to three hours of the flight departure. In keeping with the NewLeaf theme that doing things early costs less, the change fee increases to $100 if you make a change at the airport check-in counter up until 60 minutes prior to flight departure.
To make a change, you can go online and the booking system will ask for your credit card to cover the cost of the change and any difference in fares, or additional products (e.g a bag or a seat selection and the taxes). Once you have finished the transaction, a new reservation / itinerary will be emailed to you.
If you prefer to make your change over the phone, call our Customer Service line at (204) 888-HELP (4357).
Since you may not always know if your trip needs to be changed, we offer a service called TravelFLEX. For a fee of $20 (plus applicable GST/HST) per person per segment, paid at the time of your initial booking (website or call centre), you can avoid the change fee of $75 (online) or $100 (at the Airport check-in counter). Think of it as a small “peace of mind” fee to get flexibility.
Once you have purchased TravelFLEX, we request you contact one of our NewLeaf Customer Service Representatives at (204) 888-4357 to process any changes.
Click here to find out more about cancellations, changes and TravelFLEX.