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Cancellation due to a medical issue

Summary: Applicable for bookings made before the 18th of October.

In case you booked before the 18th of October 2019 or didn't choose your fare type when booking, your refund depends on the carriers. It might be possible to cancel the booking due to a serious medical condition of the passenger, or an immediate family member.

To apply for a refund, sign in. Open a particular trip, click “Refunds and Cancellations” at the top of the page, and you’ll see further instructions.

Once you submit the refund application, we’ll contact the carriers, and claim any possible refund for you.

What documents do I need to attach?
You’ll need to provide us with a medical certificate in English. 
Most carriers do not accept other languages.
The certificate needs to contain the following:
  • Patient's name.
  • Medical condition (diagnosis).
  • Recovery/unfit to fly period. The ”From-To” dates need to coincide with the dates on your e-ticket.
  • Signature of the attending doctor/physician.
  • Official stamp of the attending doctor/physician.
You can download a template here.
We cannot accept photos of injuries, medical receipts, or tests as valid documents.
Illness of a relative
Please provide us with proof of your relationship together with the medical certificate. 
You can attach a birth certificate or marriage certificate, for example.

What if I don't see a possibility to cancel due to a medical issue?
If you booked after the 18th of October 2019, your refund most probably depends on the fare type you chose during booking. You do not need to attach any documents.
See Refunds and cancellations for more info.

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