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article 11) refunds
1. Subject to the terms and conditions of Article X above, the Carrier will refund the ticket or any
unused portion thereof, in conformity to applicable fare rules, as described below. The passenger has
the right to refund of the amount paid for carriage, if the services to be provided by the Carrier
pursuant to the contract are not provided or are not requested in whole or in part, with the
exception of any more restrictive conditions provided by the fare(s) chosen by the passenger.
2. The ticket holder or the person who paid for the ticket will have a right to refund. If the ticket was
paid by someone other than the holder, the Carrier will effect refund only to such person or subject
to his/her instructions, upon presentation of appropriate proof, and provided the ticket contains
corresponding instructions. Refund effected by the Carrier in good faith and without negligence to a
person who appears to be the holder and/or purchaser of the ticket, is deemed to be correctly
effected with respect to the person entitled. Except in case of a lost ticket, the ticket
holder/purchaser will have a right to refund only when the ticket and all unused flight coupons are
returned to the Carrier. If the ticket is unused, any and all taxes collected by the Carrier together
with the fare and indicated on the ticket will be reimbursed. Refund of such taxes is also applicable to
non-refundable tickets purchased pursuant to specific promotional offers. In case of partial use (one
segment only), the amount reimbursed will be proportionate to the taxes on the segment not flown.
3. If the passenger loses interest in traveling or does not request its performance, the Carrier will make
voluntary refund of the amount paid only if the ticket was issued by the Carrier itself or by one of its
authorized agents. In this case, the amount reimbursed, less any expenses reasonably incurred by the
Carrier for such service, will be:
• the entire sum paid if no part of carriage has been performed; or
• equal to the difference between the sum paid and the sum relating to carriage performed, if
carriage has been performed only in part.
The above provisions apply subject to any more restrictive conditions provided by the chosen fares.
4. Subject to the terms and conditions in the preceding paragraphs, if a ticket is lost, stolen, or
totally/partially destroyed, the Carrier will refund such ticket or replace it in whole or in part at the
passenger’s request, provided:
a. the ticket holder exhibits a Police Report attesting to such loss, theft, or destruction;
b. the ticket holder provides proof, readily verifiable at the time of request, that the ticket had been
validly issued;
c. the passenger undertakes to return the refund or, in turn, to reimburse the Carrier for any cost
or expense – up to the total price of the lost, stolen, or destroyed ticket – reasonably and
necessarily incurred by the Carrier or by another carrier for any fraudulent use of the ticket, or
for its refund to persons other than the person entitled who obtain it fraudulently.
The Carrier will not require the passenger to pay costs that the Carrier incurs due to its own
negligence. When re-issuing the ticket, the Carrier may require payment of a reasonable fee for such
service, unless loss or destruction of the ticket is attributable to negligence of the Carrier or of its
agents.
The Carrier is liable to the passenger if it is proved that loss or destruction of the ticket was caused
exclusively by negligence of the Carrier or of its employees.
If the above-mentioned proof is not provided, or if the passenger refuses to undertake in writing to
refund the Carrier as described above, the Carrier may require the passenger to pay an amount up
to the full price of the replaced ticket when it issues the new ticket, such amount to be refunded
when the Carrier verifies that the lost, stolen, or destroyed ticket has not been used prior to its
expiration date. If the passenger regains possession of the ticket prior to its expiration date, such
refund will be made when the ticket is returned to the Carrier.
In all cases, a lost, stolen, or destroyed ticket will be refunded or replaced only after it has been
verified that the ticket or part of it has not already been refunded or replaced.
5. A ticket issued by the Carrier or by one of its authorized agents may be refunded up to 30 (thirty)
days after its expiration date, subject to any more restrictive conditions provided by the agreed fare.
The Carrier reserves the right to refuse to refund a ticket if such refund may conflict with the
immigration laws in force in the country in which the refund is requested.
The Carrier reserves the right to make the refund with the same methods and currency used to pay
for the ticket.
Voluntary refunds will be made only by the carrier that originally issued the ticket or by one of its
authorized agents.



 
 
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