Refunds and Ticket Exchanges

General Terms

Tickets must be used in the order of the flight segments. If a passenger misses one segment, the airline reserves the right to cancel the remaining segments.

To ensure your request is processed correctly and on time, you must complete all required fields in the personal account when submitting a request. The company is not responsible for delays or inability to process a request due to incorrect data.

All requests are processed in the order they are received. Priority is given to bookings with the nearest departure dates and times.

You can submit a request on the order page:
Go to the "Requests" section and send a message in the "Chat" tab.

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Ticket Refund

Refund eligibility depends on the fare rules stated on your ticket. You can review these rules before completing the purchase on the payment page.

To request a refund:

1. Log in to your personal account and go to the "Orders" section.

2. Open the relevant order and click "Request a Refund."

3. Follow the instructions on the screen.

A message stating “Refund processed successfully” and showing the refund timeline confirms that the automatic refund has been completed.

If the automatic refund is unavailable, after selecting the type and reason for the refund, click "Submit Request" to receive an email with a breakdown of the refundable amount.

In that case, confirmation of your request will be a message titled “Refund request submitted.”

Refunds are processed only after the client confirms agreement with the refund terms:

• If you paid by card, you must reply to the refund email with the phrase “I confirm / I agree” within the specified time. If your response arrives later than the deadline or in a separate email, the refundable amount will be recalculated according to the fare rules at the time of processing.
• In the case of:

                 - an involuntary refund (e.g. flight cancellation and no alternatives)

                 - a voluntary refund with confirmed booking cancellation

the company processes the refund without additional confirmation and sends you a notification with the refund amount.

A refund is considered complete once you receive a written confirmation from the Support Team.

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Cancellation

If you request a refund on the same day the ticket was purchased, cancellation without airline penalty may be available depending on fare conditions.
After clicking “Request a Refund,” a "Cancel" button may appear. Confirm the cancellation by clicking it.

A message stating “Cancellation successful” and showing refund timelines confirms that the cancellation was processed automatically.

If automatic cancellation is unavailable, you’ll receive an email with the refund calculation and cancellation terms. In this case, cancellation is processed only after the client confirms agreement by replying with “I confirm / I agree” within the specified time.

You’ll receive a confirmation email stating “Your order has been canceled.”

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Ticket Exchange

An exchange means changing the departure and/or arrival date; in some cases, a route change is also allowed.
Whether exchange is possible depends on the fare rules, which can be reviewed on the data entry page before booking.

Note: changes to the airline, passenger name or surname require cancellation and rebooking of a new ticket.

To request a ticket exchange:

1. Log in to your personal account and go to the "Orders" section.

2. Open the relevant order and click "Request an Exchange."

3. Choose the type of exchange: voluntary or involuntary.

4. Specify your desired new departure date.

A confirmation message titled “Exchange request submitted” will appear. You’ll also receive an automated email confirming that your request is being processed.

Once you receive the email, follow the link inside it to pay for the exchange within the specified deadline.

The exchange is complete once you receive the new e-ticket at the email address provided in the request.

Seat availability is guaranteed only at the time of rebooking.

Important: If there are fewer than 3 hours until departure, we recommend contacting the airline directly, as we cannot guarantee that the exchange will be processed in time.

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Service Fees

Please note:

In addition to airline penalties, the company charges a service fee for cancellations, refunds, and exchanges.

Service fees may vary depending on the refundable amount and booking method.

• Refund of train tickets: up to $5
• Refund: 16.9% / 10% of the ticket cost
• Refund due to flight cancellation or schedule change: no service fee
• Cancellation: 16.9% / 10% of the ticket cost
• Exchange of a ticket or voucher: $20
• Changing passport or ID number on a ticket: $10
• Adding a child ticket with seat to an existing adult booking: $5

If multiple tickets are issued under one passenger's name, the service fee is charged per ticket for refund or cancellation.