How to apply for refund?
- Log into “My Account” – “Flight Tickets” – “Booking #” – “Edit order” – “Ticket Refund”;
- Fill in the application fields;
- Upload the required documents;
- Press “Send Request”;
Ticket will be cancelled only after the customer and airline’s consent to the refund terms and conditions, and service fee payment (if it is required during the refund process).
We will send you a letter with the refund terms and conditions to e-mail indicated during the registration. You will get your refunded amount when you make a service fee payment, and this payment should be made within the time specified in the letter. After the expiry of payment period, you have to create a new refund request.
Important! If the airline registers a no-show for a flight, your request for a refund may be denied even if you have the relevant documents. For this reason, we kindly ask you to submit your request as soon as possible.If you are not able to submit the documents, please make a refund request no later than three hours before departure which is displayed on the timetable. When you make a request, please write in the comment, "Won't take flight. Please cancel seats. Will submit the documents later".
To refund the ticket, you may need additional documents:
- Cancellation
or 3+ hour delay of flight: together with the refund application, an
official confirmation of the delay/cancellation of flight is needed; you
can get it from the airline representative at the airport;
- Denial
of visa issuance: you should attach the denial confirmation to the
refund application, the photocopy of the first page of your passport,
the photocopy of the passport page with the decline stamp. The full
refund application caused by visa denial should be submitted no later
than 72 hours before departure in the first segment of flight;
- Sickness/death
of the passenger or their family member who was supposed to travel
together with the passenger: to the application you should attach the
medical/death certificate*, the document which confirms the fact of
family connection between the passengers, no later than 72 hours before
departure of the first segment of flight;
- No-show or missing of the flight (if the seats have not been cancelled by the airline or the Tickets.ee
agent at the request of the passenger before departure): the fact of
missing or no-show of the passenger should be indicated as the refund
reason.
Please note that a refund has to be approved by the airline and may take up to 3 months.
Please
remember that your ticket will be cancelled only after you have agreed
to the terms of cancellation and service fee payment (if it is required
for cancellation).
When creating a request for a refund on the day of a ticket purchase, you will be calculated a refundable ammount without any airline fines. The refund will be made after you confirm the indicated amount and in accordance with the airline decision.
If the airline does not confirm the possibility for the refund without penalty, you can request for the refund according to the tariff rules.
The service fee for the refund service and payment margins are non-refundable.
The refund amount is calculated at the exchange rate of the date when the passenger applied for refund.The documents confirming the passenger's involuntary refusal from travelling due to medical issues: - the original of the certificate from medical institution;
- the original of the certificate from airport's medical centre;
- the photocopy of the doctor's certificate.
Requirements to the medical certificates
Requirements to the medical certificates confirming the passenger's involuntary refusal from travelling.
Original of the certificate from medical institution should include:- clear and legible name of the institution;
- institution's seal;
- clear and legible position and full name of the doctor who issued the certificate;
- seal and signature of the doctor who issued the certificate;
- seal and signature of the chief physician of the institution or the department;
- date of certificate's issuance;
- consistency
between the dates of sickness and travelling. The certificated should
contain the following reservation: “flight is not recommended on the
given dates."
Original of the certificate from airport's medical centre should include:
- medical centre's name;
- medical centre's seal;
- easily readable job position and full name of the doctor who issued the certificate;
- seal and signature of the doctor who issued the certificate;
- date of certificate issuance;
- consistency between the dates of sickness printed in the medical document and travel.
The photocopy of the doctor's certificate confirming the involuntary cancellation should be signed and sealed by the authorised representative of the airline at the airport or by the notary public.
Please attach the copies of the mentioned documents to the application. The airline companies do not accept the applications without confirming documents.Passenger should add the notarized Estonian translation of medical certificate when they apply for refund to
Tickets.ee on the territory of Estonia.
Passenger should add the notarized Estonian or English translation of medical certificate when they apply for refund to
Tickets.ee from abroad.
Please note that the requirements to the documents, submitted for refund
are provided by the carriers and the agency is only an intermediary
between the passenger and the carrier. Thus, any requests from the
carrier will be communicated to you by our Customer Care Service.
In the case of fraud, the passenger's documents can be passed to the Estonian police in order to lay criminal/civil charges under the laws of Estonia.
Was this article helpful?
Thank you for your answer
If you haven't found an answer to your question, please contact our Customer Care Service