Involuntary refund: cancelled flight or illness

Q: My flight was delayed by a few hours — is that an involuntary refund?

A refund right usually arises on a significant delay or schedule change. The threshold depends on the carrier and the applicable rules — check your specific flight with us or the airline.

«Non-refundable» does not always mean your money is gone. When a trip falls through for reasons beyond your control — a cancelled flight, a visa refusal or sudden illness — the law and the carrier's own rules often give you the right to a refund, even on the strictest fare.

In short

A voluntary refund depends on the fare; an involuntary one depends on the circumstances. If a flight is cancelled or heavily delayed, a visa is refused, illness is documented or a close relative dies, you can recover the cost even of a non-refundable ticket. The grounds are the carrier's rules and the applicable law (EC 261, the Russian Air Code). Supporting documents are required. Open your booking in «My bookings» and choose «Request refund», stating the reason.

01 / WhenWhen a refund counts as involuntary

An involuntary refund is one driven not by your choice but by circumstances that make the flight impossible or pointless. In such cases the carrier's rules usually allow the full ticket price to be returned, including the non-refundable portion, and sometimes the taxes and fees as well.

Flight cancellation by the carrier, or a significant delay or schedule change.
Visa refusal — backed by an official rejection from the consulate.
Illness of the passenger or a close relative, confirmed by a medical certificate.
Death of the passenger or a family member (death certificate).
Denied boarding or overbooking through no fault of your own.

Voluntary ≠ involuntaryIf you simply changed your mind, that is a voluntary refund: its terms follow the fare, and on a non-refundable ticket only part of the taxes may come back. An involuntary reason must be backed by a document.

02 / BasisWhat the right to a refund rests on

The right to an involuntary refund rests on two levels: the rules of the specific carrier and the law governing your route. The scope of your rights depends on the airline, the country of departure and the reason — so the final decision always rests with the carrier.

Framework	Where it applies	What it typically gives
EC 261/2004	Flights from the EU, and EU carriers into the EU	Refund, re-routing, compensation on cancellation or delay
Russian Air Code	Flights from and within Russia	Involuntary refund of the fare on cancellation, illness and the like
Fare rules	Any ticket	The exact refund and retention terms for your fare

Don't confuse refund and compensationA refund is your money back for an unused ticket. Compensation (for example under EC 261 for a cancellation) is a separate payment on top of the refund, and it is not due in every case. Check whether it applies to your flight with the carrier or with us.

03 / DocumentsWhich documents you'll need

An involuntary reason is proven by an official document — without it the request is treated as voluntary. Prepare the original or a clear scan in advance: it noticeably speeds up the review.

Reason	Supporting document
Cancellation or delay	Carrier notice, status in the booking (often no request needed — visible to us)
Visa refusal	Official consulate refusal, or a passport stamp
Illness	Medical certificate with dates, a stamp and the doctor's signature
Death of a relative	Death certificate and proof of kinship

TipAsk the doctor to state the exact illness dates so they overlap your travel dates — this clears up most queries during review. Documents in a foreign language may need a translation.

04 / HowHow to request an involuntary refund

Open the booking

Go to «My bookings» and select the relevant order.

Choose «Request refund»

For the reason, pick the involuntary circumstance: a cancelled flight, a visa refusal, illness or the death of a relative.

Attach the documents

Upload the certificate, refusal or other proof. The more complete the package, the faster the decision.

Wait for the carrier's decision

We pass the request to the carrier and keep you posted on the status. The crediting time depends on the airline and your bank.

Can't find the button, or your case is unusual? Message @sales_travel_bot or call support at 8 800 1000-646. We'll help you put the package together and file the request for you.

05 / AmountWhat comes back and how soon

When the involuntary reason is recognised, the full ticket price is usually returned, including the non-refundable fare. The Sales.Travel service fee and insurance premiums follow separate rules — check them when you file. The money comes back by the same method you paid with.

Crediting timesOnce the carrier approves the refund, the funds make their way to your card or account. The exact timing depends on the airline and your issuing bank — track the status in «My bookings».

06 / FAQFrequently asked

My ticket is non-refundable. Will I definitely get my money back?

With a confirmed involuntary circumstance (a cancellation, visa refusal, illness or the death of a relative) the carrier usually refunds the cost even on a non-refundable fare. The final decision rests with the airline and is based on your documents.

It's my child who is ill, not me. Does that count?

Yes, a close relative's illness is usually accepted as grounds. You'll need a medical certificate and a document confirming the relationship.

My flight was delayed by a few hours — is that an involuntary refund?

A refund right usually arises on a significant delay or schedule change. The threshold depends on the carrier and the applicable rules — check your specific flight with us or the airline.

Can I rebook instead of getting a refund?

Often yes: on a cancellation the carrier may offer alternative transport. If you'd prefer an exchange rather than your money back, message @sales_travel_bot or contact support.

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