The airline may consider an involuntary refund due to passenger illness only in case of a serious illness. They make decisions individually, after reviewing the documents.

To request such a refund, you need to independently fill out the Feedback form on the airline's website. Be sure to provide the email address you used when creating the booking.

After submitting the form, you will receive a confirmation email. It will also include the phone number of the department, which handles such requests.

If there are more than 7 days until departure, you just need to wait for a response from the airline.

If there are less than 7 days until departure, we recommend additionally calling the airline at the number provided in their email and informing them that your flight is scheduled soon.

Important: AJet does not consider involuntary refund requests after a missed flight. Therefore, if you are unable to fly, it is important to submit a request via the Feedback form before the departure time.

What documents will be needed

You must attach a medical document to the request, which specifies:

  • period of illness;

  • diagnosis;

  • recommendation not to fly or information about contraindications to flying;

  • doctor's surname and signature;

  • doctor's stamp (if applicable);

  • details of the medical institution.

The airline accepts documents only in English or Turkish.

If your certificate is issued in Russian, an English translation will be required.

What happens next

If the airline approves the involuntary refund, they will send you a special approval code.

You will need to provide this code to us so that we can process the ticket refund.

To do this, open the booking in your personal account, click "Return Ticket" in the app or "Process Refund" on the website, select the desired flight and the reason "Involuntary Refund".

You do not need to attach medical documents — you have already sent them to the airline. The approval code can be specified in the comments to the request.

After submitting the request, you will receive an automatic email — please read it carefully.  All responses and updates regarding the request will come to this same correspondence — nothing will be lost.