Please note: the airline always grants permission for a refund due to passenger illness; the agent only submits an official request to the carrier.

Please provide supporting documents that fully meet the airline's requirements. If the passenger's documents do not meet the requirements, we will not be able to send them to the airline: this is prohibited.

Important note: airlines usually consider an involuntary refund provided that the passenger notified them of the situation and canceled their seats before the end of check-in.

To process everything correctly, please contact us — we will take your request into consideration and remove you from the flight. If there is little time left before check-in closes, in addition to contacting us, we recommend contacting the airline directly.

For an involuntary refund due to medical reasons, airlines may accept the following documents as justification:

  • a closed sick leave certificate;

  • a certificate on a letterhead or with a clear corner stamp of a medical institution, stating the diagnosis;

  • a discharge summary, if hospitalization occurred;

  • a medical report from the departure airport's first aid station, if the illness occurred on the day of departure.

The document must contain:

  • the date of onset of the illness;

  • the period of illness relative to air travel, including the flight dates on the ticket. Foreign airlines may consider a refund in case of contraindications for the flight dates;

  • full name and signatures of responsible persons, date of issue of the document;

  • personal seal of the doctor (attending physician or chief physician) – usually a round "DOCTOR" seal;

  • seal of the medical institution, the imprint of which includes the full name and details of the medical organization that issued the document.

To refund tickets for passengers traveling on the same flight as the sick person, you must provide a document confirming kinship (marriage certificate, birth certificate, divorce certificate — depending on the family relationship and passengers' surnames). 

According to the Air Code of the Russian Federation (ВК РФ), close relatives and family members include — spouses, parents and children (adoptive parents and adopted children), grandparents and grandchildren, full and half-siblings.

All imprints on documents must be clear, and entries — understandable and easily readable.

All documents must be scanned or photographed in color, good quality, and without unnecessary objects in the frame.

For Russian airlines, all documents are accepted for consideration in Russian or with an official translation into Russian.

If your flight is operated by a foreign carrier, please check with us what language the documents can be provided in. An additional translation of documents into English or the national language of the airline may be required.

Foreign airlines may have additional requirements for medical documents.

Please note: in many countries, passenger illness is not a reason for an involuntary refund, so it is not always possible to guarantee confirmation of such a refund.

If your flight is operated by one of these Russian airlines, please familiarize yourself with the carrier's specific requirements by clicking on the name: