Refund denied

Refund requests are usually denied because of the fare rules attached to your ticket — but denials are sometimes based on the wrong rule, or on a policy that doesn't apply to your situation. Here's how to check and respond.

1. 1

   Ask for the reason in writing

   Always request a written explanation citing the exact fare rule or policy used to deny the refund. Vague answers like 'non-refundable ticket' aren't enough — you need the specific rule.

2. 2

   Check your fare conditions yourself

   Look at the fare rules in your booking confirmation. Even 'non-refundable' fares often still qualify for a refund of airport taxes and unused fees.

3. 3

   Check whether airline-initiated changes apply

   If the airline cancelled or significantly changed your flight, different rules apply — you may be entitled to a full refund regardless of fare type. Timing and notice period matter here.

4. 4

   Reply with the specific rule that supports you

   Respond to the denial referencing the exact fare condition or airline policy that supports your claim. Keep it factual: dates, flight numbers, and the rule text.

5. 5

   Open a formal case

   If the reply still refuses without addressing your points, submit a support case with all correspondence attached so it can be reviewed as a formal appeal.

6. 6

   Consider external escalation

   Depending on your situation, options include a card dispute, a national enforcement body, or an alternative dispute resolution scheme. Our chargeback guide explains the card route.