A refund request due to illness must be submitted strictly before departure. If the flight has already been missed, a refund cannot be processed.

What documents are needed

The request must include a medical certificate stating:

• Passenger's full name;

• diagnosis;

• dates of illness;

• date of certificate issuance;

• name of medical institution;

• doctor's signatures and seals;

• round seal and rectangular stamp of the medical institution.

What to consider when preparing certificates:

• The diagnosis must be stated in text. If only its code is indicated in the certificate, the airline may not accept such a document.

• The certificate must state that air travel is prohibited, contraindicated, or not recommended on the dates of your ticket. 

• The document must be issued after ticket purchase and no earlier than 21 days before departure.

• If you have a sick leave certificate, we recommend attaching it along with the medical certificate.

• The airline accepts documents in Russian, English, or Chinese.

Make sure all data, signatures, and seals are clearly legible.

If the certificate is issued by a commercial clinic, the airline may additionally request documents confirming the medical institution's right to conduct medical activities. Receipts for appointments, medications, or a voluntary health insurance policy may also be required.

What else will be needed

In addition to medical documents, attach a photo or scan of your passport and a refund application.

There is no special form for the application — you can write it yourself. Include:

• Passenger's full name;

• ticket number;

• passport number intended for the flight;

• reason for refund;

• signature;

• phone number;

• email address.

If a refund is needed for several passengers

If passengers are flying under one booking and one of them falls ill, the airline may consider an involuntary refund for all passengers, even if they are not relatives. 

Please note: the illness of a relative who is not flying on the same flight is not considered grounds for an involuntary refund.

What happens next

After receiving the documents, we will send a request to the airline and await a decision.

As soon as we receive a response, we will immediately inform you of the result and further actions.

How to submit a request 

To create a request for an involuntary refund due to illness, open the order 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". 

When creating a request, you can remove yourself from the flight — if you are absolutely sure you will not fly. Please note: once seats are removed, they cannot be restored, and the ticket will become invalid. 

If you already have the medical documents, attach them to the request. 

After submitting the application, 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.