Understanding Ticket Refunds
Refund eligibility depends on the fare rules stated on your ticket. You can review these rules before completing the purchase on the payment page.
How to Request a Refund
To request a refund:
- Log in to your personal account and go to the "Orders" section.
- Open the relevant order and click "Request a Refund."
- Follow the instructions on the screen.
A message stating "Refund processed successfully" and showing the refund timeline confirms that the automatic refund has been completed.
If the automatic refund is unavailable, after selecting the type and reason for the refund, click "Submit Request" to receive an email with a breakdown of the refundable amount. In that case, confirmation of your request will be a message titled "Refund request submitted."
Confirmation Requirements
Refunds are processed only after the client confirms agreement with the refund terms:
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If you paid by card, you must reply to the refund email with the phrase "I confirm / I agree" within the specified time. If your response arrives later than the deadline or in a separate email, the refundable amount will be recalculated according to the fare rules at the time of processing.
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In the case of:
- an involuntary refund (e.g. flight cancellation and no alternatives)
- a voluntary refund with confirmed booking cancellation
the company processes the refund without additional confirmation and sends you a notification with the refund amount.
A refund is considered complete once you receive a written confirmation from the Support Team.
Same-Day Cancellations
If you request a refund on the same day the ticket was purchased, cancellation without airline penalty may be available depending on fare conditions. After clicking "Request a Refund," a "Cancel" button may appear. Confirm the cancellation by clicking it.
A message stating "Cancellation successful" and showing refund timelines confirms that the cancellation was processed automatically.
If automatic cancellation is unavailable, you'll receive an email with the refund calculation and cancellation terms. In this case, cancellation is processed only after the client confirms agreement by replying with "I confirm / I agree" within the specified time.
You'll receive a confirmation email stating **"Your order has been canceled."
Service Fees for Refunds and Cancellations
Please note: In addition to airline penalties, the company charges a service fee for cancellations and refunds.
Service fees may vary depending on the refundable amount and booking method:
- Refund of train tickets: up to $5
- Refund: 16.9% / 10% of the ticket cost
- Refund due to flight cancellation or schedule change: no service fee
- Cancellation: 16.9% / 10% of the ticket cost
If multiple tickets are issued under one passenger's name, the service fee is charged per ticket for refund or cancellation.
Minimizing Costs with Medical Documentation
To minimize actual incurred costs (such as when the package includes a scheduled flight), in the case of a forced cancellation, medical documents must be provided within 7 calendar days from the date of cancellation, but no later than the departure date.
If the documents are not submitted within this period, the airline tickets will be canceled according to the fare rules applied.
Refund Request Documentation
Please request the refund request form from your account manager or download it from your personal account in the "Documents" section.