Before you start
You'll need to be signed in on Helloaxel.com.
Have the booking you want to cancel handy. You'll find it under your Active Bookings.
Whether you can cancel, and whether you get money back, depends on your flight fare or hotel rate. If you're unsure, check with Axel before you cancel.
Go to your Active Bookings on Helloaxel.com.
Select the trip you'd like to cancel to open its details.
At the bottom, select Cancel this booking and slide to confirm.
What happens next
Once your cancellation goes through, here's what to expect:
The booking moves out of Active Bookings and we'll confirm the cancellation.
Whether you get money back, and whether it's a refund or travel credit, depends on your fare or rate (see below).
Troubleshooting
Can I cancel my flight?
Can I cancel my flight?
You're eligible for a refund when both are true:
You cancelled within 24 hours of booking.
Departure is 7 or more days away.
Two more things affect your refund:
Your airline's policy. Some airlines issue a full refund; others offer flight credit instead.
The fare class you booked. Flexible fares are typically refundable; basic or discounted fares often aren't.
Will I get a refund or a credit for my flight?
Will I get a refund or a credit for my flight?
It comes down to two things: your airline's policy and the fare class you booked.
Some airlines issue a full refund; others give flight credit instead. And flexible fares are typically refundable, while basic or discounted fares often aren't. If you're not sure, email [email protected] and we'll confirm what you're entitled to.
Can I cancel my hotel, and will I get my money back?
Can I cancel my hotel, and will I get my money back?
It depends on the rate and hotel you selected when you booked. Some rates allow free cancellation; non-refundable rates aren't eligible for a refund if cancelled.
If your booking was under a non-refundable rate, we can ask the hotel operator to waive the cancellation penalty as an exception, but any refund or waiver is subject to the operator's approval, so we can't guarantee it. We'll always be upfront about what's possible before you cancel.
Still need help?
Not sure what your fare or rate allows? Email Axel Support at [email protected] with your name and the booking (route or hotel, plus dates), and we'll walk you through it.