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Refunds

There is always a time when travellers are unable to fly. This could be due to a number of reasons such as medical, death, or other unforeseen circumstances that disrupt a travel plan. 

Given the above situation, many would request for a refund for the air tickets that they have purchased from the airline. Before that, it is important to determine if the ticket is a refundable or a non-refundable ticket. 

What’s the difference between a refundable and non-refundable ticket? 

Generally, a refundable air ticket allows travellers to get a refund or reschedule their flight dates should they decide not to fly on the original scheduled date of departure subject to the Terms and Conditions of the air ticket. The air fare for a refundable ticket is generally higher than a non-refundable ticket. 

Promotional ticket purchased by a consumer would generally be classified as non-refundable given that the air ticket is purchased at a promotion price.  

Nevertheless, passengers are entitled to request for a refund for the Passenger Service Charge (PSC), taxes, fees and charges prescribed by any written law in the situation where you did not board the flight. 

Charges for non-refundable flight tickets
Airlines are only allowed to charge an administration fee of up to 5 per cent for refunds of PSC (Passenger Service Charge), taxes, fees and charges prescribed by any written law.

Charges for refundable flight tickets
Airlines are not allowed to charge any additional administration fee on top of the processing fee specified in the Terms and Conditions of the flight ticket.

It is important to note that the airline shall remit any refund to the consumers within 30 days from the date of the claim of refund has been made. If the ticket is purchased from a travel agent or through any travel agent portal, the airline shall remit any refund within 30 days from the date that the request has been made by travel agent or travel portal.