Refunds

If you wish to refund your ticket, you can cancel your trip and request a refund under “Flight details” in "My bookings". If you are unable to do so, you can also request a refund using the form below. In this case, your request will be processed manually. The refund will be made using the same payment method that you used for your purchase.

You are entitled to a refund of your airfare when your flight has been cancelled or significantly changed by the airline.

Definitions

Cancelled Flight: A flight that was published in the airline’s Computer Reservation System (CRS) at the time of the ticket sale but not operated by the airline.

Significant Change: Any flight where one or more of the following has occurred –

1. the passenger is scheduled to depart from the origination airport three hours or more (for domestic itineraries) or six hours or more (for international itineraries) earlier than the original scheduled departure time;
2. the passenger is scheduled to arrive at the destination airport three hours or more (for domestic itineraries) or six hours or more (for international itineraries) later than the original scheduled arrival time;
3. the passenger is scheduled to depart from a different origination airport or arrive at a different destination airport;
4. the passenger is scheduled to travel on an itinerary with more connection points than that of the original itinerary;
5. the passenger is downgraded to a lower class of service;
6. the passenger with a disability is scheduled to travel through one or more connecting airports that differ from the original itinerary; or
7. the passenger with a disability is scheduled to travel on a substitute aircraft that results in one or more accessibility features needed by the passenger being unavailable.

If we are the merchant of record for your ticket, we will provide a refund of your airfare, including any taxes and ancillary fees, for any cancelled or significantly changed flight if you choose not to: (A) fly on the significantly changed flight or accept rebooking on an alternative flight; or (B) accept any voucher, credit, or other form of compensation that may be offered in lieu of a refund.

Your refund will be processed automatically in these circumstances (meaning that you will not have to contact us to request the refund) if you: (A) reject the significantly changed flight, rebooking on an alternative flight, or any voucher, credit, or other form of compensation offered in lieu of a refund; or (B) do not respond to an offer of a significantly changed flight or an alternative flight and the flight departs without you; or (C) do not respond to an offer of a voucher, credit, or other form of compensation by the date on which the cancelled flight was scheduled to depart or the date that the significantly changed flight departs.

Individuals with a Disability

If we are the merchant of record, we will provide a refund to an individual with a disability upon notification by the individual with a disability that he/she does not want to continue travel because of the following significant changes: (1) The individual with a disability is downgraded to a lower class of service that results in one or more accessibility features needed by the individual becoming unavailable; (2) The individual with a disability is scheduled to travel through one or more connecting airports that are different from the original itinerary; or (3) The individual with a disability is scheduled to travel on a substitute aircraft on which one or more accessibility features available on the original aircraft needed by the individual are unavailable.  

In the three scenarios described above, we will also provide a refund to any individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability.

For tickets which were booked via a travel agency, we recommend that you contact them. When you made your booking you were informed about the refund conditions applying to your ticket.