Please note: the airline always authorizes the refund due to passenger illness, the agent only makes an official request to the carrier.
Please provide supporting documents that fully meet the airline’s requirements. If the passenger’s documents do not meet the requirements, we will not be able to send them to the airline: this is prohibited.
For involuntary refunds for medical reasons, airlines may accept the following documents as justification:
- closed sick leave;
- a certificate on letterhead or with a clear corner stamp of a medical institution, with a diagnosis;
- a discharge summary, if hospitalization has taken place;
- a signaling sheet from the departure airport medical station if the illness occurs on the day of departure.
The document must necessarily contain:
- date of onset of the disease;
- an interval of dates of illness or contraindication to air travel, enabling the dates of travel on the ticket;
- name and signatures of responsible persons, date of issue of the document;
- personal seal of a doctor (attending physician or homepage doctor);
- the stamp of a medical institution, the imprint of which contains the full name and details of the medical organization that issued the document.
To refund tickets of passengers who are traveling on the same flight with the sick person, it is necessary to send a document confirming the relationship (marriage, birth certificate, divorce certificate – depending on the relationship and surnames of passengers).
Close relatives and family members are defined as spouses, parents and children (adoptive and adopted), grandparents and grandchildren, full- and half-brothers and sisters.
All impressions on documents should be clear, and records should be legible and easy to read.
All documents must be scanned or photographed in color, good quality and without unnecessary objects in the frame.
Please check in which language the documents can be submitted. Additional translation of documents into English or the national language of the air carrier may be required.
Some airlines may have additional requirements for medical documents.
Please note: in many countries, passenger illness is not a basis for an involuntary refund, so it is not always possible to guarantee confirmation of such a refund.