I Received an Error When Trying to Book, But Still Have a Charge on My Credit Card

When you make a booking, there is a two-step process when charging credit card for the reservation:

• Authorization: We request an authorization from your bank to ensure your card is valid and you have enough credit available. This puts a "temporary hold" on the funds, which is what you see as a pending charge on your account.
• Settlement: Once we are able to confirm that your booking was successful with our third-party supplier, we finalize the transaction, and the funds are officially transferred (i.e., charged).

After the Authorization step, we attempt to book your reservation with our third-party supplier. In most cases, this process is successful. But sometimes, there is an issue where the booking with our supplier fails.

Some reasons why the booking with the supplier might fail could include:

• the inventory is no longer available
• the price or cancelation policy changed between your search and attempt to book
• there was a technical communication error with the supplier

In the case where a booking with our supplier fails and we are unable to complete your reservation, we will void the Authorization that was requested with your bank. Once the Authorization is voided, the temporary hold can take a few business days to "fall off" your account. The number of days it takes for the hold to be lifted is dependent on your bank.

What You Should Do

• Wait a few days: In many cases, the pending charge will disappear on its own once the authorization is voided.
• Contact your credit card company or bank: Ask your bank to see how long it normally takes for the funds to be released back to your account once an Authorization is voided, and reference the specific transaction so they can check its status.
• Contact the Travel Desk: If, after contacting your bank, you continue to have issues, please Submit a Request.