Can I Book a Flight with Free Cancellation?

Understanding Flight Free Cancellation Policies

Securing a flight booking with free cancellation provides a crucial layer of security and adaptability for your travel plans. It means you can modify or cancel your reservation without incurring penalties, a feature that has become increasingly valuable in the dynamic world of travel. This flexibility allows for adjustments due to unforeseen circumstances, changes in itinerary, or simply finding a better alternative without financial repercussions.

• Free cancellation means no penalties for canceling bookings.
• It offers significant flexibility for travel planning.
• Policies vary widely among airlines and booking platforms.
• Understanding terms is vital for effective use.

The concept itself is straightforward: you pay for a flight ticket, and embedded within that fare or a specific ticket type is the provision that allows you to cancel your booking up to a certain point before departure without losing your entire payment. This can manifest as a full refund, a credit for future travel, or a partial refund depending on the specific terms. It is not a universal offering, and the conditions under which free cancellation applies are as varied as the airlines themselves.

When you are looking to book a flight with free cancellation, it's important to recognize that this is not a standard feature on every ticket. Airlines design their fare structures to manage risk and revenue, and the ability to cancel without charge is often linked to premium fare classes or specific promotional offers. These flexible tickets typically come at a higher initial cost than basic economy or non-refundable fares. Therefore, the initial decision to opt for a potentially more expensive ticket with cancellation benefits is an investment in future certainty and reduced risk.

The primary benefit of a free cancellation policy is the mitigation of financial loss should your travel plans change. Life is unpredictable, and circumstances can shift rapidly. Whether it's a personal emergency, a change in work commitments, or a global event that impacts travel, having the option to cancel without penalty can save you considerable money. Beyond personal reasons, the ability to hold a booking while finalizing other arrangements, such as accommodation or activities, adds another layer of convenience.

The Core Components of a Free Cancellation Offer

At its heart, a free cancellation policy is a contractual agreement. When you book a flight, you enter into terms and conditions with the airline or booking agent. The 'free cancellation' clause specifies the conditions under which you can dissolve this contract without penalty. These conditions typically include:

• Time Limits: Most free cancellation offers are time-sensitive. There will be a deadline, often 24 hours after booking, or a specific number of days before the scheduled departure, by which you must initiate the cancellation to qualify for a refund or credit. Some policies might extend this to a week or more, especially for bookings made further in advance.
• Scope of Refund: What you receive back can vary. It might be a full refund to your original payment method, a travel voucher or credit for future use with the same airline, or a deduction for administrative fees, though a truly 'free' cancellation aims to avoid this.
• Applicable Fares: Not all ticket types permit free cancellation. Often, this benefit is exclusive to more expensive 'flexible' or 'refundable' fares, business class, or premium economy. Basic economy tickets are almost always non-refundable and non-changeable.
• Reason for Cancellation: While many free cancellation policies allow cancellation for any reason, some might tie the benefit to specific circumstances, such as government travel advisories or airline-initiated schedule changes, though this is less common for proactively booked flexible tickets.

It is critical to scrutinize the specific terms and conditions associated with any flight you book, especially when relying on a free cancellation feature. These policies can be detailed and contain nuances that might not be immediately apparent. A common pitfall is assuming 'free cancellation' means you can cancel anytime for any reason right up until the moment of departure without any conditions. This is rarely the case.

The digital age has made accessing this information more transparent, with most booking sites and airline websites clearly indicating the cancellation terms before you complete your purchase. However, the sheer volume of information can sometimes lead to overlooking critical details. Proactive reading and understanding are your best defenses against unexpected charges.

Identifying Flights with Free Cancellation Options

How do you actually find these flights? Navigating the booking landscape to pinpoint flights with free cancellation requires a systematic approach, combining smart search strategies with an understanding of where these offers typically appear.

When using flight comparison websites or directly visiting airline portals, look for clear indicators. Many platforms will explicitly label fares that include free cancellation. This might be a tag like 'Free Cancellation,' 'Flexible Fare,' or a specific icon. Sometimes, the absence of a 'non-refundable' or 'basic economy' tag can be a clue, but it's always best to confirm the exact terms.

Leveraging Search Filters and Indicators

Most online travel agencies (OTAs) and flight search engines provide robust filtering options. After entering your departure and arrival destinations and dates, explore the filter menu. You'll often find categories related to 'Flexibility,' 'Cancellations,' or 'Fare Types.' Selecting options like 'Free Cancellation' or 'Refundable' will narrow down your search results to only those flights that meet your criteria.

When viewing search results, pay attention to the summary provided for each flight. Often, a brief description will highlight key features, including cancellation policies. If a flight is advertised with free cancellation, click through to the details page. This is where the specifics will be laid out. Don't just take the headline 'free cancellation' at face value; dive into the fare rules.

The most critical step is to actively seek out and read the fare rules or terms and conditions before booking. This document, often linked near the price or in a pop-up window, contains the granular details of your ticket's flexibility, including any cancellation deadlines, refund amounts, or applicable fees. Understanding these terms prevents surprises later.

Airline vs. Third-Party Booking Sites

Your choice of booking platform can also influence your ability to find and understand free cancellation options. Booking directly with an airline can sometimes offer more straightforward access to their specific flexible fare products. Airlines often have dedicated fare types designed for maximum flexibility, which are clearly explained on their own websites.

Third-party booking sites, while excellent for comparing prices across multiple carriers, can sometimes present cancellation policies in a more aggregated or generalized manner. It is paramount that you verify the exact terms on the third-party site before finalizing your purchase and then, if possible, cross-reference with the airline's own stated policy for that specific fare type. Sometimes, the third-party agent might have slightly different terms or apply their own service fees for cancellations, even if the airline's fare is technically free to cancel.

Consider the benefits offered. Some 'free cancellation' policies may not offer a full cash refund but rather a credit for future travel. If your primary goal is a full refund, ensure the policy explicitly states this is available. If a travel voucher is acceptable, then these options might be equally attractive.

Navigating Fare Rules and Fine Print

The allure of free cancellation is powerful, but its actual utility hinges entirely on understanding the detailed fare rules. This is where many travelers encounter unforeseen obstacles, leading to frustration and unexpected costs. Treat the fare rules not as an afterthought, but as the definitive contract for your travel arrangements.

A flight fare rule is a comprehensive document detailing every condition, restriction, and benefit attached to a specific ticket. For flights offering free cancellation, these rules will specify the boundaries of that flexibility. Ignoring them is akin to signing a contract without reading the clauses.

Key Clauses to Scrutinize

When examining fare rules for cancellation provisions, focus on these critical elements:

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• Cancellation Deadline: This is the most crucial element. For example, a policy might state 'Free cancellation up to 24 hours after booking' or 'Free cancellation if canceled more than 7 days before departure.' Missing this deadline means you forfeit the free cancellation benefit.
• Refund Type: Does 'free cancellation' equate to a full monetary refund, or does it mean a credit for future travel? Some tickets might offer a refund minus a small processing fee, which, while minimal, means it's not entirely 'free.' Clarify if it's a cash refund or a voucher.
• Reason for Cancellation: While most flexible tickets allow cancellation for any reason, it's prudent to confirm. A small minority of policies might differentiate between cancellations initiated by the passenger and those compelled by external factors.
• Partial Cancellations/Changes: If you are only changing part of your itinerary (e.g., one leg of a round trip), how does the cancellation policy apply? This is more complex and needs careful review.
• How to Initiate Cancellation: The rules will often specify the required procedure. Is it online through your booking management portal, or do you need to call customer service? Following the correct procedure is often a prerequisite for a valid cancellation.

Always check the terms for any stated administrative fees, even for 'free' cancellations. Some providers might levy a nominal charge for processing the cancellation, which, while not a penalty on the fare itself, is still a cost.

Common Pitfalls and Misconceptions

Several common misunderstandings can lead travelers astray:

• '24-Hour Rule' Misinterpretation: In some regions, there's a '24-hour rule' for flight bookings allowing cancellation without penalty within 24 hours of purchase, provided the booking was made seven or more days before departure. This is a legal right in some jurisdictions but is distinct from an airline's voluntary 'free cancellation' policy that might apply for longer periods or different conditions.
• Non-Refundable vs. Free Cancellation: Do not confuse a 'free cancellation' ticket with a 'non-refundable' ticket that can be changed for a fee. While some tickets might be changeable for a fee, they are not the same as a ticket that can be canceled entirely without cost.
• Travel Vouchers as Cash: If the policy offers a travel voucher instead of a refund, understand the terms of that voucher. These often come with expiry dates, restrictions on routes or dates, and cannot be redeemed for cash.
• Third-Party Agent Fees: If you book through an OTA, the airline's fare rules might permit free cancellation, but the OTA could impose its own service fee for processing. Always check the agent's terms as well as the airline's.

A proactive approach involves screenshotting or saving the fare rules at the time of booking. This creates a record of the terms you agreed to, which can be invaluable if there's any dispute later regarding cancellation eligibility or refund amounts.

When Unexpected Events Occur: Leveraging Flexibility

Life rarely unfolds exactly as planned, and this unpredictability is precisely why booking flights with free cancellation is such a wise strategy. When unforeseen circumstances arise, these flexible booking options become invaluable tools, saving you from significant financial loss and stress.

The true test of a free cancellation policy comes not when everything goes smoothly, but when it doesn't. Whether it's a sudden illness, a family emergency, unexpected weather, or even a last-minute work conflict, the ability to alter your travel plans without penalty is a safety net.

Responding to Personal Circumstances

If a personal issue arises that prevents you from traveling, your first step should be to review the cancellation deadline specified in your booking's fare rules. If you are within that window, initiate the cancellation process as soon as possible. Most airlines or booking platforms will have an online portal where you can manage your booking and select the cancellation option. Ensure you follow the exact steps outlined in the terms and conditions.

Act promptly when personal circumstances force a change to your travel plans. Delaying a cancellation can mean missing the deadline for a free refund or credit.

For example, if you booked a flight with free cancellation up to 7 days before departure and fall ill 10 days out, you are well within your rights to cancel and receive a refund or credit. However, if you wait until 5 days before departure, you will likely incur penalties or lose the value of your ticket, unless the policy has specific exceptions for medical reasons (which are rare for general flexible fares and more common with specific travel insurance). This highlights why knowing the deadline is paramount.

Airline-Initiated Changes and Your Rights

Airlines themselves can also initiate changes to flights, such as schedule changes or cancellations. When an airline significantly alters your flight schedule—perhaps delaying it for several hours or changing the departure time substantially—you generally have more rights, often regardless of whether your original ticket was booked with a free cancellation option. Many airlines will offer passengers the choice to accept the new schedule, rebook on a different flight, or receive a full refund. This is a consumer protection measure, especially pertinent if a flight is delayed for a day or more.

If an airline changes your flight without compensation, and you booked a flexible fare, the free cancellation clause might still apply, giving you an additional avenue. However, airline-initiated schedule changes often trigger a separate set of passenger rights that may be more generous than the standard cancellation policy. Always check the airline's policy on schedule changes, as these are often detailed on their customer service pages.

When an airline changes your flight, carefully compare the proposed new itinerary against your original plans and your rights.

It’s also worth noting that certain extreme weather events, like thunderstorms, can cause flight delays or cancellations. While airlines may not offer 'free cancellation' specifically due to weather delays (as these are often considered beyond their control), they may still rebook you or offer refunds if the disruption is significant. If a thunderstorm is forecast, you might be able to rebook *before* the airline officially cancels the flight, provided you are still within any applicable cancellation window for your specific ticket type. This proactive approach leverages the flexibility you've paid for.

Cost vs. Flexibility: Making the Smart Trade-Off

The decision to book a flight with free cancellation is fundamentally an economic one, involving a trade-off between upfront cost and future flexibility. Understanding this balance is key to making a booking that aligns with your travel needs and risk tolerance.

Generally, tickets that offer free cancellation are more expensive than their non-refundable counterparts. This higher price reflects the airline's assumption of risk and the enhanced service offering. You are paying a premium for the peace of mind and adaptability that the policy provides.

Analyzing the Price Difference

Before booking, it is essential to compare the price difference between a standard, non-refundable fare and a flexible, free-cancellation fare for the same flight. Use flight comparison tools to get a clear picture. The difference can range from a few dollars to hundreds, depending on the route, airline, time of booking, and demand.

Consider the cost of potential cancellation fees if you were to book a non-refundable ticket and later had to cancel. If the difference in price between the flexible and non-flexible ticket is less than the potential cancellation fees (or the full cost of the ticket if it's non-refundable and non-changeable), then opting for the flexible fare is often the more prudent choice.

Evaluate the price difference in the context of your personal risk tolerance and the likelihood of your plans changing.

For instance, if you are booking a flight many months in advance for a trip where significant life events could occur, or if you are traveling during a period known for weather disruptions (like hurricane season), the extra cost for free cancellation might be a small price to pay for security. Conversely, if you are booking a short-term trip for which your plans are firm, or if you have robust travel insurance that covers cancellations, the premium for free cancellation might be unnecessary.

When Free Cancellation Might Be Less Necessary

There are situations where the extra cost of a free cancellation policy might be less justified:

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• Comprehensive Travel Insurance: If you have purchased comprehensive travel insurance that covers a wide range of cancellation reasons (illness, job loss, jury duty, etc.), it might duplicate the coverage offered by a flexible flight fare. Always check the specific terms of your insurance policy to understand what it covers and what the deductibles or claim processes are.
• Firm Itinerary and Low Risk: For business trips with fixed schedules, or short leisure trips where plans are solidified well in advance, the likelihood of needing to cancel might be very low.
• Airline-Initiated Disruptions: As discussed, airlines often offer refunds or rebooking options when they significantly alter or cancel flights. If you are comfortable relying on these protections, a standard fare might suffice.
• Vouchers as Acceptable Alternatives: If the 'free cancellation' policy primarily offers a travel voucher rather than a cash refund, and you are comfortable with the terms of such a voucher (expiry dates, airline restrictions), then the value proposition shifts.

It's also about understanding the market. Sometimes, airlines run promotions where flexible fares are only marginally more expensive than basic ones. In such instances, the trade-off heavily favors opting for the flexible ticket. Always compare options thoroughly.

Understanding Related Flexibility: Delays and Changes

While the focus is on booking flights with free cancellation, it's beneficial to understand how this flexibility intersects with other common travel disruptions, such as flight delays and unexpected changes initiated by the airline. These situations often have their own set of rules and passenger rights.

A flight delay, even a significant one like being delayed for a day or two, doesn't automatically trigger a right to free cancellation of your ticket if the fare itself is non-refundable. However, the airline's policy regarding significant delays is crucial. If an airline postpones a flight for an extended period, such as a full day, they are often obligated to offer rebooking options or refunds, even on non-flexible tickets. The specific duration that constitutes a 'significant' delay and the airline's response can vary.

Flight Delays and Cancellation Rights

Can a flight be delayed for 2 days? Yes, under certain circumstances, such as severe weather, air traffic control issues, or operational problems. If your flight is delayed for such an extended period, and the airline cannot provide a satisfactory alternative, you may be entitled to a refund for the unused portion of your ticket, even if it was originally non-refundable. This is typically stipulated in the airline's contract of carriage.

Conversely, can a flight become undelayed? While extremely rare, a flight scheduled for a delay might have its departure time moved up due to resolving issues faster than anticipated. If this occurs and the new departure time no longer works for you, your recourse would depend on the original fare rules. If it was a flexible ticket, you could cancel. If non-refundable, you might have limited options unless the change constitutes a significant schedule alteration by the airline.

What about thunderstorms? Can a thunderstorm cancel a flight? Yes, thunderstorms are a common cause for flight cancellations or significant delays due to safety concerns for aircraft and ground operations. Can a thunderstorm delay a flight? Absolutely. In such cases, if the airline cancels the flight, passengers are typically entitled to a refund or rebooking. If it is merely delayed, the airline's policy on delays applies. It is generally understood that airlines are not liable for delays or cancellations caused by weather events beyond their control, but they are still obligated to assist passengers, often by rebooking or refunding.

Airline-Initiated Flight Changes

A related, but distinct, issue is when airlines change your flight without compensation. This can happen for various reasons, including operational adjustments, route changes, or equipment swaps. If an airline changes your flight schedule significantly – for example, altering departure or arrival times by several hours – you often have strong grounds for requesting a refund or rebooking, even on a non-refundable ticket. This right is often outlined in consumer protection regulations in different regions and within the airline's own contract of carriage.

When an airline changes your flight, assess if the alteration significantly impacts your travel plans before accepting it.

If you booked a flight with free cancellation, and the airline initiates a change that you find unacceptable, you have the option to cancel under your flexible fare terms. However, if the airline's change itself constitutes a significant disruption, you might be entitled to a refund or rebooking under passenger rights regulations, potentially offering a better outcome than just a standard refund.

It is always advisable to check the airline's contract of carriage for their specific policies on delays, cancellations, and significant schedule changes. These documents, usually available on the airline's website, provide the official framework for passenger rights and airline obligations.

Travel Insurance: A Complementary Safety Net

While booking flights with free cancellation offers a degree of financial protection, it is not a substitute for comprehensive travel insurance. These two tools serve different, yet often complementary, purposes in safeguarding your travel investments and well-being.

Travel insurance is designed to cover a broader spectrum of risks and potential losses associated with travel. It can protect against medical emergencies, lost luggage, trip interruption, and unforeseen events that might not be covered by a simple flight cancellation policy. The 'free cancellation' feature on a flight ticket typically addresses only the cost of the flight itself, and often within specific parameters, whereas travel insurance can protect the entire trip package.

What Travel Insurance Covers Beyond Flight Cancellation

A robust travel insurance policy can offer coverage for:

• Medical Emergencies: This is often the most critical aspect, covering hospital stays, doctor's visits, and emergency medical evacuation, which can be extraordinarily expensive overseas.
• Trip Interruption: If you need to cut your trip short due to a covered emergency (like a family member's serious illness), insurance can help recoup non-refundable costs for flights, accommodation, and tours.
• Lost or Delayed Baggage: Provides compensation for essential items you need to purchase if your luggage is lost or significantly delayed.
• Accidental Death and Dismemberment: Provides financial support in the event of tragic accidents.
• Rental Car Coverage: Some policies may include collision damage waivers for rental vehicles.
• Cancel For Any Reason (CFAR) Upgrade: This optional upgrade offers the highest level of flexibility, allowing you to cancel a trip for any reason not otherwise covered by the policy and receive a partial refund (typically 50-75%) of your non-refundable trip costs.

Travel insurance provides a more comprehensive safety net than flight-specific free cancellation policies.

When to Rely on Insurance Over Free Cancellation

There are instances where travel insurance offers superior protection:

• Non-Refundable Trip Components: If your trip involves booking non-refundable hotels, tours, or cruise packages, travel insurance is essential to recover these costs if you must cancel or interrupt your trip for reasons covered by the policy. Free flight cancellation only addresses the airfare.
• Medical Incidents: Should you or a traveling companion fall seriously ill or suffer an injury requiring medical attention that prevents travel, travel insurance is critical. Flight cancellation policies rarely cover medical reasons specifically.
• Global Travel Emergencies: For international travel, medical evacuation and emergency assistance services provided by insurers can be life-saving and financially indispensable.
• Need for Broad Coverage: If your travel plans are complex or involve multiple bookings, travel insurance offers a consolidated way to protect your entire investment.

When purchasing travel insurance, always read the policy documents carefully, paying close attention to exclusions, limits, deductibles, and claim procedures. Understand what constitutes a 'covered reason' for cancellation or interruption. For example, while a policy might cover cancellation due to a severe illness, it might not cover cancellation due to a mild cold that makes travel uncomfortable.

Integrating travel insurance with a booking that includes free flight cancellation offers the highest level of security. The flight's free cancellation can cover minor, last-minute itinerary tweaks, while the insurance provides robust protection for major unforeseen events and non-flight-related expenses.

Best Practices for Booking Flexible Flights

To maximize the benefits and minimize the risks associated with booking flights, adopting a set of best practices is crucial. These strategies ensure you leverage flexibility effectively and avoid common pitfalls.

Your approach to booking should be informed by your personal travel habits, risk tolerance, and the specific nature of your trip. By integrating these best practices, you can ensure that your flight bookings are not just convenient but also financially secure.

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Proactive Planning and Verification

Start your search well in advance, especially if you anticipate needing flexibility. Airlines often release their most flexible and competitively priced fares earlier. As you find potential flights, don't just look at the price; immediately check for cancellation policies. If a flight is advertised with free cancellation, click through to the detailed fare rules.

Always verify the specific terms and conditions of the free cancellation policy *before* completing your booking.

Take screenshots or save a copy of the fare rules and the booking confirmation page. This documentation can be invaluable if any discrepancies arise later regarding cancellation eligibility or refund amounts. Confirm the exact deadline for cancellation and whether it results in a full refund or a travel voucher.

Strategic Booking and Cancellation Timing

When booking, understand that the 'free cancellation' window often starts from the moment of purchase. If you are booking a flight for which your plans are still somewhat uncertain, consider booking early within that free cancellation period. This gives you a grace period to confirm other arrangements, like accommodation or activities, before committing fully.

If your plans do change and you need to cancel, do so as soon as possible, ensuring you are still within the stated cancellation window. Delays in initiating a cancellation can lead to missing the deadline, thereby forfeiting the free cancellation benefit. Familiarize yourself with the airline's or booking agent's process for cancellations—whether it's an online form, a specific email address, or a customer service phone number.

Maximizing Value and Minimizing Costs

When comparing flight options, consider the total cost of ownership. A slightly more expensive ticket with free cancellation might ultimately be cheaper than a non-refundable fare if your plans are prone to change. Calculate the potential savings by comparing the price difference against typical cancellation fees.

If your free cancellation results in a travel voucher, understand its terms thoroughly. Note any expiration dates, restrictions on routes, dates, or fare classes, and whether it can be transferred. If the voucher has limitations that make it difficult for you to use, it might be less valuable than a full refund. In such cases, if the original fare was only slightly more expensive than a non-refundable option, you might have preferred the latter if a cash refund is your priority.

Finally, never assume that 'free cancellation' means immunity from all fees. Some providers might still charge a nominal administrative fee for processing the cancellation, so read the fine print carefully.

Common Pitfalls to Avoid with Free Cancellation Flights

While booking flights with free cancellation offers significant advantages, travelers can still fall into common traps that diminish its value or lead to unexpected expenses. Awareness and diligence are key to navigating these potential issues.

The term 'free cancellation' itself can sometimes be misleading, or its application can be subject to conditions that aren't immediately obvious. Avoiding these pitfalls ensures you get the full benefit of the flexibility you've paid for.

Overlooking Key Policy Details

The most frequent error is a failure to read the fine print. While a flight might be advertised as having 'free cancellation,' the associated fare rules could stipulate limitations that negate the benefit for your specific situation. This includes:

• Strict Time Limits: Many free cancellation offers are valid only for a short period after booking (e.g., 24 hours) or require cancellation a certain number of days before departure. Missing these windows means the cancellation is no longer free.
• Refund vs. Credit: Not all 'free' cancellations result in a cash refund. Often, you might receive a travel voucher or credit for future use. If you need a cash refund, verify that the policy explicitly allows it.
• Administrative Fees: While the fare might be cancellable for free, some airlines or agents may still charge a processing or administrative fee. This fee might be small, but it means the cancellation isn't entirely without cost.

The most common pitfall is assuming 'free cancellation' implies an unlimited right to cancel at any time without penalty.

Misunderstanding Third-Party Agent Terms

Booking through an online travel agency (OTA) or a third-party consolidator can sometimes complicate matters. While the airline's fare rules might permit free cancellation, the OTA might have its own service fees for processing cancellations. These fees are separate from airline penalties and can effectively make a 'free' cancellation costly.

Always check the cancellation policy of the booking agent as well as the airline. If you can, booking directly with the airline can often simplify the process and ensure you are dealing with a single set of terms and conditions.

Failing to Act Within Deadlines

When your plans do change, procrastinating can be costly. If you need to cancel a flight, initiate the process as soon as you know your travel is no longer feasible. Waiting until the last minute can mean you miss the cancellation deadline, rendering your ticket non-refundable and non-changeable without penalty.

Similarly, if you are relying on airline-initiated schedule changes for a refund, ensure you respond within the timeframe the airline provides for such options. These response windows can be short, especially if the airline is trying to reallocate seats and manage their schedule efficiently.

Ignoring Travel Insurance Needs

While free cancellation on a flight ticket is useful, it is limited in scope. It typically only covers the flight cost and usually within defined parameters. It does not protect non-refundable hotel bookings, pre-paid tours, or cover medical emergencies abroad. Relying solely on flight cancellation can leave significant parts of your trip unprotected.

Always consider travel insurance as a complementary product. It provides broader coverage for trip interruptions, medical events, and other unforeseen circumstances that a flexible flight fare alone cannot address.

Frequently Asked Questions About Free Cancellation Flights

Here are answers to common questions travelers have about booking flights with free cancellation, providing clarity on policies and procedures.