Regulations & information on refunds
Find below the regulations and relevant information regarding refunds.
10.1 Fares Rules
We will refund a Ticket or any unused part of it and any taxes, fees and charges in accordance with our fare rules or Tariff, as follows:
10.1.1 Except as otherwise provided in this Article, we shall make a refund either to the person named in the Ticket or, to the person who has paid for the Ticket. You must prove to us that you are the person named on the ticket or the person who paid for the ticket.
10.1.2 If a Ticket has been paid for by a person other than the Passenger named in the Ticket, and the Ticket indicates that there is a restriction on refund, we shall make a refund only to the person who paid for the Ticket.
10.1.3 Except in the case of a lost Ticket, refund will only by made to you if you surrender to us the Ticket and all unused Flight Coupons.
10.2 Involuntary Refunds
10.2.1 If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a confirmed reservation, fail to carry you because a banning is in force against you, the amount of the refund shall be:
10.2.1.1 If no portion of the Ticket has been used, an amount equal to the fare paid and any taxes, fees and charges you have paid.
10.2.1.2 If a portion of the Ticket has been used, the refund will be not less than the difference between the fare Paid and any taxes, fees and charges you have paid and the applicable fare, taxes, fees and charges for travel between the points for which the Ticket has been used by you.
10.3 Voluntary Refunds
10.3.1 If you are entitled to a refund of your Ticket reasons other than those set out in Article 10.2, the amount of the refund shall be:
10.3.1.1 If no portion of the Ticket has been used, an amount equal to the fare and taxes, fees and charges paid, less any reasonable service charges and cancellation fees;
10.3.1.2 If a portion of the Ticket has been used, the refund will be an amount equal to the difference between the fare and taxes, fees and charges paid and the applicable fare, taxes, fees and charges for travel between the points for which the Ticket has been used, less any reasonable service charges and cancellation fees.
10.4 Right to Refuse Refund
10.4.1 We may refuse a refund if you apply for it after the expiry of the validity of the Ticket.
10.4.2 We may refuse a refund on a Ticket when you arrived in a country and you presented to us, or to Government officials, your ticket as evidence of your intention to depart from that country, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart from the country by another carrier or another means of transport
We reserve the right to make a refund in the same manner and in same currency used to pay for the Ticket.
10.6 By Whom Ticket Refundable
We will only make a voluntary refund of your ticket if we or our authorised agent issued the ticket and we or our authorised agent have authorised the refund.