Multiple disruptions affecting travel
Updated 9 hours ago.
Customer pre travel
Ticketed customer who has been diagnosed with a terminal illness which impacts their ability to travel. Customer has not started their journey yet.
flexibility
- Claim a refund for themselves and other customers in the PNR or customers of the same travel party if the bookings have been created and linked the same day.
- Fare penalty will not be charged when refunding the ticket/s.
process
- Submit supporting documentation from a medical professional, confirming the diagnosis and/or that the customer cannot travel for the foreseeable future.
- Email the documents to our mailbox. Click here to find out the email address for your country.
- Contact Trade Helpdesk and quote your external reference number received in the confirmation email.
- Trade Helpdesk will validate the documents and send the authorisation through the PNR.
- You are authorised to process the refund in your GDS.
- Ensure the impacted customer or entire booking is cancelled.