How to apply for refund?
- Log into “My Account”–“Flight Tickets”–“Booking #”–“Edit order”–“Ticket Refund.”
- Fill in the application fields.
- Upload the required documents.
- Press “Send Request.”
- When
you receive Customer Service agents’ reply at your email, confirm your
acceptance of the refund conditions. If refund is permitted only on
condition of the advance payment of service fee, there will be displayed
the amount, payment method, and payment deadline. If the payment
deadline has expired, press “Repeat Calculation” and wait for a new one.
The request will be processed during 72 hours.
To refund the ticket, you may need additional documents:
- Cancellation
or 3+ hour delay of flight: together with the refund application, an
official confirmation of the delay/cancellation of flight is needed; you
can get it from the airline representative at the airport.
- Denial
of visa issuance: you should attach the denial confirmation to the
refund application, the photocopy of the first page of your passport,
the photocopy of the passport page with the decline stamp. The full
refund application caused by visa denial should be submitted no later
than 24 hours before departure in the first segment of flight.
- Sickness/death
of the passenger or their family relation who was supposed to travel
together with the passenger: to the application you should attach the
medical/death certificate*, the document which confirms the fact of
family connection between the passengers.
- No-show or missing of the flight (if the seats have not been cancelled by the airline or site
agent at the request of the passenger before departure): the fact of
missing or no-show of the passenger should be indicated as the refund
reason.
Please note that a refund that has
to be approved by the airline takes longer to process. In this case the
consideration of your refund request and the refund of your costs may
take 1 to 3 months.
Please remember that
your ticket will be cancelled only after you have agreed to the terms of
cancellation and service fee payment (if it is required for
cancellation). Your ticket will remain unchanged and your seats will be
reserved until you agree!
Exceptions:
- if
the payment of the service fee is not required for ticket cancellation
and the rules of the rate allow for the full ticket cost to be refunded
(with the deduction of the payment system's surcharge), your
confirmation will not be needed. The cancellation request will be
accepted for processing.
- if ticket
cancellation is requested because of flight cancellation/3+ hour delay;
visa denial; illness/death of the passenger or a close relative and if
the cancellation request form is filled out correctly and all the
required confirmative documents are attached, ticket cancellation takes
place right after the application is considered. The seats will no
longer be reserved.
The refund amount is calculated at the exchange rate of the date when the passenger applied for refund.Requirements to the medical certificatesThe documents confirming the passenger's involuntary refusal from travelling:
- the original of the certificate from medical institution
- the original of the certificate from airport's medical center
- the photocopy of the doctor's certificate.
Original of the certificate from medical institution should include:- clear and legible name of the institution
- institution's seal
- clear and legible position and full name of the doctor who issued the certificate
- signature of the doctor who issued the certificate
- signature of the chief physician of the institution or the department
- date of certificate's issuance
- consistency
between the dates of sickness printed in the medical document and
travel. In case of variance, the “flight is not recommended on the given
dates” should be written in the diagnosis.
Original of the certificate from airport's medical center should include:
- medical center's name
- medical center's seal
- easily readable job position and full name of the doctor who issued the certificate
- signature of the doctor who issued the certificate
- date of certificate issuance
- consistency between the dates of sickness printed in the medical document and travel.
The
photocopy of the doctor's certificate confirming the involuntary
cancellation should be signed and sealed by the authorized
representative of the airline at the airport or by the notary public.
Please
attach the copies of the mentioned documents to the application. The
airline companies do not accept the applications without confirming
documents.
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