La Compagnie (operated by DreamJet SAS) offers a cancellation policy tailored to its three fare classes: Promo, Smart, and Flex. The policy varies depending on whether the cancellation is passenger-initiated or airline-initiated, the fare type, and the timing of the cancellation. Below are the key details:
Passenger-Initiated Cancellations
24-Hour Risk-Free Cancellation:
- To request a refund, passengers must email [email protected] with relevant booking details (e.g., reservation number, passenger name) within 24 hours of purchase.
- Refunds are processed to the original payment method, typically within 7–14 business days.
- This policy aligns with the US Department of Transportation’s 24-hour cancellation rule for tickets booked in the US.
Cancellations After 24 Hours:
Cancellation fees and refund eligibility depend on the fare class:
Promo Fare:
- Non-refundable after the 24-hour window.
- No cash refunds are available, and the ticket value is forfeited unless canceled within 24 hours or under special circumstances (see below).
- Changes are not permitted, making this the most restrictive fare.
Smart Fare:
- Cancellations incur a $600 cancellation fee per passenger.
- The remaining ticket value, after the fee, is issued as a travel credit (voucher) valid for 1 year from the original purchase date.
- Changes to the flight (e.g., date or destination) are allowed for a $300 change fee plus any fare difference.
Flex Fare:
- Free cancellation with a full refund to the original payment method, provided the cancellation is requested before departure.
- Changes are also free, though passengers must pay any fare difference if the new flight is more expensive.
How to Cancel:
- By Phone: Call La Compagnie’s customer service at +1-877-240-6770. Have your six-digit reservation number ready. A processing fee may apply for phone cancellations.
- At the Airport: Visit La Compagnie’s check-in counters, but note that desks open only 2 hours 30 minutes before departure and close 50 minutes prior, limiting this option’s feasibility.
- Travel Agency: If booked through a travel agency, contact the agency directly to process cancellations.
Refund Process:
- For eligible refunds (e.g., Flex fare or 24-hour cancellations), funds are returned to the original payment method within 7–14 business days, though some passengers report delays up to 21 days.
- Travel credits for Smart fare cancellations are issued electronically and can be applied toward future La Compagnie flights within 1 year.
- Taxes and fees may be refunded for non-refundable tickets (Promo or Smart) if the flight is not used, but this requires contacting customer service.
Special Circumstances:
- La Compagnie may waive cancellation fees or provide refunds for non-refundable tickets in cases of medical emergencies, military deployment, or death of a close relative, provided passengers submit appropriate documentation (e.g., medical certificate, military orders). Contact [email protected] to discuss options.
- During the COVID-19 pandemic (2020–2021), La Compagnie offered flexible policies, including vouchers valid for 2 years for canceled flights. This may still apply to older bookings but is not standard practice as of June 2025.
Additional Notes
Fare Classes:
- Promo: Cheapest, non-refundable, no changes allowed. Best for fixed travel plans.
- Smart: Moderate flexibility with $600 cancellation fee or $300 change fee.
- Flex: Most flexible, with free cancellations and changes. Ideal for uncertain schedules.
Customer Service Concerns:
- Passengers frequently report difficulties reaching La Compagnie’s customer service, with long hold times, unresponsive emails, and limited airport desk hours. Social media (e.g., Facebook Messenger) or repeated calls may yield faster responses.
- For urgent issues, calling +1-877-240-6770 is recommended, but expect potential delays.
EU/UK Passenger Rights:
- For EU/UK flights, EC 261/2004 provides strong protections. Use tools like AirHelp or Flight-Delayed to check compensation eligibility if La Compagnie’s response is inadequate.
- The Montreal Convention may apply for international flights, covering damages (e.g., non-refunded expenses due to cancellations), but claims require persistence.
Travel Insurance:
- Given La Compagnie’s small fleet and reported cancellation issues, purchasing travel insurance is highly recommended to cover non-refunded expenses or disruptions not covered by the airline’s policy.
No-Show Policy:
- If passengers fail to cancel before departure, the ticket is marked as a no-show, and the full value is forfeited, regardless of fare type. Contact the airline as early as possible to avoid this.
Limitations
- Exact cancellation fees for Smart fares beyond the $600 baseline may vary by route or booking conditions. Contact La Compagnie for precise details.
- Customer service responsiveness is a reported weak point, so allow extra time for processing cancellations or refunds.
