I booked using a Vuelo one-time card. What happens if my flight or stay is disrupted?
If you booked using a Vuelo one-time card, your airline or accommodation provider holds the booking.
That means:
They manage delays, cancellations, rebookings, or refunds
They have the most up-to-date, real-time information
Any changes must be handled directly with them first
Vuelo acts as the payment provider, not the travel operator.
Will Vuelo cancel or change my booking for me?
No — Vuelo can’t cancel or amend bookings on your behalf.
Once a booking is confirmed:
The airline or stay provider controls the booking
Vuelo cannot override their policies or timelines
Refunds or changes are processed only after the provider confirms the outcome
What happens if my airline or stay provider issues a refund?
Once your airline or accommodation provider confirms a refund:
We’ll automatically update your Vuelo balance
Any deposit or overpayment will be refunded accordingly
This can take a few days, depending on the provider and bank processing times
You don’t need to do anything — we’ll take care of it once the refund reaches us 💜
I used Vuelo for flights or stays. Who should I contact first?
Always contact your airline or accommodation provider first.
They can:
Confirm whether your booking is affected
Offer rebooking, credit, or cancellation options
Give the fastest and most accurate update
Vuelo will step in after the provider confirms the final outcome.
I haven’t travelled yet. What should I do before booking?
Before booking any travel, we strongly recommend:
Checking official travel guidance
Reviewing your airline or stay provider’s cancellation and flexibility policies
You can find the latest UK government travel advice here:
https://www.gov.uk/government/news/foreign-office-travel-advice-updates
Why does Vuelo ask me to wait?
During periods of global disruption:
Airlines and travel providers may take longer to respond
Updates often change quickly
Waiting for the provider’s confirmation avoids confusion or duplicate requests
As soon as we receive a confirmed update from the provider, we’ll reflect it in your Vuelo account.
Need help after your provider confirms the outcome?
Once your airline or stay provider has:
Confirmed a cancellation
Issued a refund
Or provided a final decision
You can contact us and we’ll make sure your Vuelo account is updated correctly.