If you are returning a ticket for reasons beyond your control, you can request an involuntary refund.
In this case, airline penalties are not charged.

When an involuntary refund is possible:

  • flight canceled or significantly delayed;

  • flight route changed;

  • death of a passenger or close relative;

  • sudden illness of a passenger or a close relative traveling on the same flight;

  • some airlines process involuntary refunds in case of visa refusal.

Important nuance: in case of illness or death of a passenger or their close relative, airlines usually consider an involuntary refund provided that the passenger notified of the situation and canceled their seats from the flight before the end of check-in.

To process everything correctly, please contact us โ€” we will take your request into work 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.

How to apply:

Submit a refund request in your personal account:

  • Select the desired order;

  • Click "Request exchange or refund";

  • Mark the flights and passengers whose tickets you want to return (if there are multiple passengers).

The decision to approve or deny a refund is made by a special department of the airline. Therefore, you need to contact our Care Service as early as possible to form a refund request.

Money refund:

  • after approval, money is refunded within 60 days;

  • service fee for the refund procedure is not withheld.

If you need an exact calculation of the refund amount โ€” write to us via the form in your Personal Account, the Care Service will help.