Compassion Exception Policy (CEP)
At Rawfares.ca, we believe in treating our customers with fairness and empathy. Our Compassion Exception Policy provides special consideration to certain travelers who may be facing unique circumstances. Under this policy, eligible customers may receive discounts or waivers on Rawfares.ca Service Fees for cancellations, refunds, or ticket changes.
Please note: CEP applies only to Rawfares.ca Service Fees. Customers remain responsible for any airline or travel supplier charges, as well as fare differences. Airline rules are outside of our control.
Eligibility Categories
| Category |
Eligibility Requirements |
New Booking |
Exchange / Refund / Cancel |
| Canadian / U.S. Military (traveler and immediate family) |
Valid military ID or military email address must be provided |
Up to C$35 discount on Rawfares.ca service fees |
100% discount on Rawfares.ca service fees |
| Bereavement (traveler and immediate family) |
A letter from the funeral director or equivalent documentation is required |
Up to C$35 discount on Rawfares.ca service fees |
100% discount on Rawfares.ca service fees |
| Customers with Visual Impairments |
Customers who are visually impaired and unable to complete bookings online may request support. |
We will always match the website fare when booking via phone support |
50% discount on Rawfares.ca service fees |
| Youth Travelers (18-25 years old) |
Proof of date of birth is required |
25% discount on Rawfares.ca service fees |
25% discount on Rawfares.ca service fees |
Definition of Immediate Family
For the purposes of this policy, immediate family includes:
- Spouse or domestic partner
- Children, parents, siblings
- Grandparents, grandchildren
- Aunts, uncles, nieces, nephews
This is applicable whether the relationship is biological or adoptive. It also applies to step, in-law, foster, or through legal guardianship.
Important Notes
- CEP discounts apply only to Rawfares.ca Service Fees.
- Customers remain responsible for:
- Any cancellation imposed by the airline along with change or refund fees
- Fare differences (if applicable)
- Fees from other travel suppliers (hotels, car rentals)
- All requests under CEP are subject tob
verification. Supporting documentation must be provided as outlined in the eligibility requirements.
How to Apply for CEP
- Reach out to our support team by phone or email.
- Provide your booking reference number and explain your situation.
- Submit required documentation.
- Our team will review your request and confirm your eligibility.
Our Commitment
We understand that travel needs can arise under difficult circumstances. Rawfares.ca's CEP ensures that customers receive compassionate, fair, and transparent treatment when they need it most.
Contact Information
Call: +1-888-679-3941
Email: support@rawfares.ca
Frequently Asked Questions (CEP)
Does the CEP guarantee a refund or free cancellation?
No. The CEP only applies to Rawfares.ca Service Fees. Airline and other travel supplier fees are determined by their own policies and cannot be waived by us.
How do I know if I qualify for CEP benefits?
You may qualify if you fall under one of the eligible categories (Military, Bereavement, Visual Impairment, Youth 18-25) and provide the required documentation. Our support team will review each request individually.
What documents are required?
- Military: Military ID or valid military email address
- Bereavement: Letter from a funeral director or obituary notice
- Visual Impairment: Statement that you are unable to use the website due to visual impairment
- Youth Travelers: Proof of date of birth like a government-issued ID
How long does it take to process a CEP request?
- Requests are usually acknowledged within 2 business days.
- Final confirmation is generally provided within 7-10 business days based on airline response times.
Can I apply CEP after my trip is completed?
No. CEP benefits can only be applied before travel or during the booking/ticketing process. Once travel is completed, CEP does not apply retroactively.
Does CEP apply to all types of bookings?
CEP applies to airline tickets booked via Rawfares.ca. For hotels, cars, or vacation packages, exceptions are subject to the rules of the travel supplier.
Can multiple family members apply under one CEP request?
Yes. If multiple travelers in the same booking are affected by bereavement or military, one request with supporting documents may cover all immediate family members on that booking.
What happens if the airline denies my refund or change request?
If the airline denies a refund or change, Rawfares.ca will still apply CEP benefits to our Service Fees. However, the airline's decision is final regarding their charges.
