Do not rush to process a voluntary refund. First, check airline rules regarding the situation in the Middle East and our recommendations — you might be able to return your ticket under more favorable conditions. We've provided more details in the article.

You can return a ticket in several cases:

• voluntarily — if you simply changed your mind about flying;

• involuntarily — due to illness, death of a passenger or close relatives, flight cancellation or delay, or visa refusal;

• on the day of purchase — many airlines allow ticket cancellation under the most favorable conditions. We've provided more details about this in the article.

The possibility and amount of a refund always depend on the airline's fare rules.

What you need to do to return a ticket

1. Submit a refund request

Go to Personal Account → Orders, open the desired order, and click «⟲ Request Refund».

Select the refund type — voluntary or involuntary.

An involuntary refund is processed if:

• the passenger or a close relative fell ill or died;

• the flight was canceled or significantly delayed;

• a visa was denied.

If you are unsure whether your case qualifies for an involuntary refund, contact us via chat on the order page — we will check everything.

Important: The response to your request will be sent to the email address you provided when purchasing the ticket.

2. Make sure the request is accepted

After submitting the request, you will receive an automatic email confirming that we have received your request.

You do not need to reply to it unless you wish to provide additional information.

Please do not create duplicate requests — this will not speed up processing.

3. Receive the calculation and confirm the refund

Before the departure date, we will send you an email with the refund amount calculation.

In some cases, your confirmation will be required. In that email:

• the refund conditions will be specified;

• the deadline for confirming your agreement will be indicated.

How to confirm the refund:

• If the ticket was paid for by card via Kupibilet — simply reply to the email with the words
  «I confirm», «I agree» (male) or «I agree» (female), without changing the email subject.

• If the ticket was paid for by card directly through the airline — confirmation will be the payment of a service fee via a link that our specialist will send.

If the confirmation arrives after the specified deadline or in a separate email, the refund amount may change — according to the fare rules at the time of cancellation.

This is important: if you indicated when submitting the request that you definitely refuse the tickets, the refund may be processed without a preliminary calculation.

4. Await confirmation from a specialist

The refund is considered processed after you receive a confirmation email from a Customer Care specialist.

All requests are processed in order. Requests with the nearest departure dates are prioritized.

Important nuances

The possibility of a refund depends on the airline's fare rules.
You can view the refund and exchange rules:

• when purchasing the ticket;

• in the itinerary receipt you received after paying for the order.

Please note:

If there are several flights in the order but one booking number, — this means that each passenger in the order has a single ticket for the entire route.

Such a ticket can be canceled only in full.

• you cannot return only the outbound flight;

• you can return the return flight only after using the outbound flight and if the fare rules allow it.

Separate tickets can be canceled independently of each other.

Automatic refund

For some airlines, automatic refund is available — in this case, you can cancel the ticket yourself, without the involvement of our Customer Care specialists.

If an automatic refund is possible for your order, you will definitely see this information when submitting a request in your Personal Account.

And if you have any questions — we will help you figure it out and suggest the best refund option.