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What happens after the booking? In 2025, refund patterns reveal where revenue still leaks and where to plug it.
On average, 2.8% of tickets were refunded in 2025, slightly down from 2.9% in 2024, but this still represents over €3.7 million in lost revenue across all operators. Add the 6% of tickets that went completely unused (up from 5%), and the opportunity cost remains significant.
APIs are still the primary culprit. While they only drove 11% of total bookings in 2025, they accounted for 31% of all refunds. The pattern is clearer than ever: tighten cancellation windows for indirect channels and steer travellers to direct online sales, which carry by far the lowest refund rates.
Explore the interactive charts showing refund patterns across months, channels, and passenger categories.
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This is just a preview. The full 2025 State of HOHO report includes monthly breakdowns, channel-specific strategies, and recommendations to reduce refund losses.
Insights, data visualizations, and actionable recommendations.