In some cases, airlines may approve an involuntary refund due to illness of a passenger / visa denial / death of a passenger or their relative. To request a refund, you will need to provide documents confirming the reason for cancelling your trip. Please note: the above-mentioned reasons do not guarantee an automatic approval of the refund; each case is considered by the airline individually. Before submitting a refund request, you can contact the airline to clarify the details.
Conditions
- If you are definitely not flying, make sure to cancel your ticket before check-in closes. Once cancelled, the ticket becomes invalid and cannot be used.
- If you have already checked in for your flight, you will need to cancel your check-in to get a refund. You can do this on the airline's website, through its customer support or through its representatives at the airport.
- Refund requests must be made within the validity period of the ticket. If there are documents required to confirming the reason why the passenger cannot fly, provide them no later than 3 weeks before the end of this period. This is necessary in order to have time to process the refund and have it approved by the airline.
- The agency fees and applied discounts are non-refundable.
- If the refund is not available, you will receive a notification stating the reason why your refund request has been cancelled.
Requirements for supporting documents
To refund your ticket, you will need to provide supporting documents depending on the reason for the refund: a medical certificate / a document confirming the relationship between passengers (if several passengers in the booking need a refund) / an official visa denial / a death certificate, etc.
Each airline has its own requirements for supporting documents and may also request additional ones. You can get detailed information on the website of your airline.
How to create a ticket refund request
1. Creating a request
In the OneTwoTrip mobile app
Go to Bookings and select your booking. Click Ticket Change and Refund → Create → Refund a Ticket. Enter details of passengers and flights, then select Involuntary Refund and the reason. After that, enter the code you receive via a text message and email. If supporting documents are required to process the refund, submit them by clicking Attach in the app.
On the OneTwoTrip website
Go to My Travel and select your booking. Click Ticket Change and Refund → Refund a Ticket. Enter details of passengers and flights, then select Involuntary Refund and the reason. After that, enter the code you receive via a text message and email. If supporting documents are required to process the refund, submit them by clicking Upload and Send Documents.
You can also send the supporting documents along with the booking number at support@onetwotrip.com.
2. Processing the request
It will take some time to coordinate the refund with the airline and check the supporting documents. Once the refund amount has been calculated, you will receive notifications to the phone number and email address provided at the time of booking.
3. Confirming the calculation
If the payment was made directly to the airline, you will need to pay a service fee for the refund. There will appear information in the request regarding the amount of time for confirmation and the refund amount.
4. Processing the refund
It will take some time to process the refund. You will be notified when everything is ready.
5. Crediting the funds
The money will be credited to the card you used to pay for the tickets within 3 to 30 days.
How to send the documents
Attach scanned or photographed documents to your refund request:
- On the website: click on the link Upload and Send Documents. Attach the documents and click Send.
- In the mobile app: click Attach then attach the documents and click Send.