Effective date: August 18, 2026 · Last reviewed: August 18, 2026 · Applies to: skywardbookings.com and all services provided by AGENCY 54, LLC
1. Two separate things are being paid for
Every booking you make through us involves two distinct amounts, and they are governed by different rules:
- The carrier fare — set by the rail carrier, governed entirely by that carrier's fare rules and conditions of carriage.
- Our service fee — charged by Skyward Bookings for searching, constructing, booking, ticketing and supporting your itinerary, and governed by this policy.
2. Carrier fares
Whether your ticket can be refunded, changed or credited is determined by the fare type you purchased. Our agent explains those rules to you before you authorise payment, and they are restated on your written confirmation.
| Fare type | Typical refundability |
|---|---|
| Flexible / Anytime fares | Generally fully refundable up to departure |
| Semi-flexible / Off-Peak fares | Usually changeable, often refundable with a fee |
| Value / Saver / Advance fares | Usually non-refundable; carrier credit may be available |
| Sleeping-car accommodation | Refund rules depend on how far ahead you cancel |
| Rail passes | Generally non-refundable once activated |
| Group bookings | Governed by the specific group contract terms |
We cannot override carrier rules
Where a carrier fare is non-refundable, we have no ability to refund it regardless of the reason for cancellation. This is not a policy choice on our part — the funds are held by the carrier under its published tariff.
3. Our service fee
Our service fee compensates the professional work of researching, comparing, constructing and ticketing your itinerary. That work is performed and completed at the time of booking.
- Fully refundable if you cancel within 24 hours of booking and the carrier ticket is also cancelled without penalty
- Fully refundable if we made a material error in your booking that we cannot correct
- Fully refundable if the carrier cancels the service entirely and no alternative acceptable to you can be arranged
- Not refundable once travel documents have been issued and the 24-hour window has passed, because the work has been completed
- Not refundable where you choose not to travel, miss a departure, or are refused travel for reasons within your control
4. How to request a refund
Call +1 (888) 821-4679 or email info@skywardbookings.com with the subject line “Refund Request”. Please have your booking reference and the name of the lead traveler to hand.
We will confirm receipt within 2 business days, submit any carrier refund on your behalf immediately, and keep you informed of progress.
| Stage | Typical timeframe |
|---|---|
| We acknowledge your request | Within 2 business days |
| We submit the carrier refund | Same or next business day |
| Carrier processes the refund | 7–30 business days, carrier dependent |
| Our service fee refunded, where due | Within 10 business days of approval |
| Funds appear on your statement | A further 3–10 business days, bank dependent |
5. Cancellations by the carrier
If a carrier cancels your service, you are generally entitled to a refund or rebooking under that carrier's conditions of carriage. We will rebook you on the next viable service at no additional service fee and will pursue any compensation owed to you.
In the United Kingdom, the Delay Repay scheme provides compensation for delays on most operators. In the United States, compensation practices vary by carrier and by circumstance. We will tell you honestly what is realistically available.
6. Cancellations by us
In the rare event that we must cancel a booking — for example because of an obvious pricing error, a failed payment authorisation, or a suspected fraudulent transaction — we will notify you promptly and refund all amounts paid to us in full, including our service fee.
7. Chargebacks
If you believe a charge is incorrect, please contact us first. Most disputes are resolved the same day. Initiating a chargeback without contacting us prevents us from correcting the issue and may result in the suspension of support for the affected booking while the dispute is investigated.
8. Travel insurance
Non-refundable fares are non-refundable regardless of illness, emergency or change of plans. If there is any realistic possibility that you may need to cancel, we strongly recommend purchasing travel insurance from a licensed provider before you travel.
Skyward Bookings does not sell insurance and receives no commission from any insurer. This recommendation is offered purely in your interest.
9. Your statutory rights
Nothing in this policy limits any right you have under applicable federal or state consumer protection law, including the Florida Deceptive and Unfair Trade Practices Act. Where a provision of this policy conflicts with a mandatory legal right, that legal right prevails.
Contact
Questions about this document should be directed to:
AGENCY 54, LLC (trading as Skyward Bookings)
927 Tan Tara TRL
Jacksonville, FL 32221, United States
Telephone: +1 (888) 821-4679
Email: info@skywardbookings.com
