FAQ

During purchase of flight ticket, there is no guarantee that the plans are going to remain unchanged. It is even more frustrating when the travel is cancelled because of unforeseen health issues:

• sudden sickness*/death of passenger;
• sudden sickness/death of passenger's family member** travelling together with the passenger;
• death of passenger's family member.

To refund the full cost of ticket*** without paying the refund service fee, you should use the service "Guarantee of Refund in the Event of Sickness/Death."

The service is applied and paid for during reservation on Tickets.ee. The "Guarantee of Refund in the Event of Sickness/Death" is applicable to all passengers entered in the booking.

The cost of ticket will be refunded if the passenger, or his/her family member who travels with his/her, entered in order is not able to take flight because of sickness/death, as well as the death of passenger's family member. To use the service, the passenger must submit medical certificate confirming the sickness/death. The requirements to the medical certificate will be given below.

How to use the service?

1. Make a refund request, choosing the corresponding reason (sickness/death of passenger, sickness/death of family member). A scan of the medical certificate must be attached to the application, which is to prove the impossibility of flight. Read more: The procedure of refund request.
2. Should the passenger return the ticket because of sickness/death of his/her family member, documentary proofs of family connection must be presented.
3. The refund request must be submitted no later than four hours before departure.

If the buyer or the passenger is not able to return the ticket by him/herself

• In the event of passenger's sickness — a scan of the documentary evidence of the family relation's right to funds must be attached.
• In the event of passeger's death — a scan of the death certificate and documentary evidence of the family relation's right to funds must be attached.
• Should the passenger's relation not have access to "My Account," the refund request and other documents must be submitted electronically to [email protected].

Validity of service and other conditions

• The service takes immediate effect at the moment of payment.
• The term of request considerarion depends on the airline company.
• The refund to the Buyer is made under the "Ticket refund rules" of Tickets.ee.

In the event of compliance with the conditions provided by the site, you will get the ticket refund, including the service fee of Tickets.ee (if included in price during purchase). The service fee of Tickets.ee for the ticket refund is not charged.

* The "Guarantee of Refund in the Event of Sickness/Death" is not applicable in the event of sickness of passenger or his/her family member who is travelling with him/her and who has medical contraindications to flights, which is confirmed by medical certificate.
 
** Family members of the natural person are their parents or parents-in-law, their husband or wife, children, of either the natural person or their husband or wife, including adopted children, carers, grandparents, siblings, grandchildren and other dependants under the effective law.

***Attention!

• The bank fees and payment systems markups are non-refundable.
• The refundable amount is calculated at the exchange rate of the application date.

Important! Pay attention to the requirements to the medical certificate.

Requirements to the medical certificate

1. The medical certificate must be issued before departure date;
2. The legibly printed name of the issuing medical institution;
3. The details of the institution;
4. The seal of the issuing institution;
5. Legibly printed position and name of the official that issued the certificate;
6. If the documentary evidence was issued outside Estonia, a notarized English translation must be attached to the medical certificate;
7. The medical certificate must contain:

• date of examination
• result of examination
• diagnosis
• information on acute sickness/serious injury which prevents the flight.

The service is not provided

• If the ticket refund is caused by reasons other than medical. In that case, the refundable amount is calculated under the fare rules regardless of payment for the service.
• Failure to comply with the conditions of the service provision stipulated by the site.
• The sickness was known during ticket purchase.
• Chronic or infectious disease, as well as psychosis, the symptoms of which have appeared for six month since the booking. Should the ticket refund be caused by such symptoms, a diagnosis confirmation from the competent doctor is needed.
• If symptoms of fear of flying (aviophobia) appear.
• Complications caused by abuse of alcohol or other intoxicating substunces, soporifics, or drugs.
• Application in less than four hours before departure.
• Complications caused by self-medication or cosmetic surgery.