Falling ill right before a trip stings twice over, especially on a non-refundable fare. Yet illness is one of those cases where the money often does come back — either as an involuntary refund against a medical certificate, or as a payout from trip-cancellation insurance. The key is to stay calm and gather the right paperwork.
Illness opens two routes: an involuntary refund backed by a certificate from a medical facility, or a payout from trip-cancellation insurance if you bought one. On non-refundable fares, the insurance route usually gives better odds. Open your booking under My trips, tap “Request refund” and attach the documents — we'll help you file the claim.
01 / RoutesTwo ways to get your money back
First decide which route to take. If you bought trip-cancellation insurance, it's almost always the better option: it covers the non-refundable portion that the fare itself won't return. Without insurance, you're left with an involuntary refund, which depends on the fare rules and the supplier's terms.
02 / DocumentsWhich documents you'll need
Both the involuntary refund and the insurance payout rest on the same foundation — documents from a medical facility. The fuller the package, the faster the decision. The exact list depends on the supplier and the insurer, so it's worth confirming the requirements in advance.
- Medical certificate or sick-leave note with dates confirming that travel wasn't possible
- Doctor's report with the diagnosis and recommendation — usually required by the insurer
- The facility's stamp and signature, plus the clinic's contact details
- Booking and payment details — these are already in your account
- The cancellation policy, if you're claiming through insurance
03 / StepsHow to file the refund
Report it early
Open the booking under My trips and tap “Request refund”, or message @sales_travel_bot. Flagging it early helps you stay within the deadlines.
Gather the medical documents
Obtain the certificate and report from the medical facility, with stamps. Check with us right away what exactly the supplier or insurer will require.
Attach the files to your request
Attach the scans to the refund request and make sure the certificate dates cover the travel dates.
Wait for the decision
We'll forward the package to the supplier or insurer and let you know the outcome. The status is always visible in your account.
04 / AmountHow much comes back, and when
The amount depends on the route. An involuntary refund returns the refundable part of the fare — fees and non-refundable items may be withheld. An insurance payout follows the policy terms and usually covers your actual non-refundable losses up to the insured sum. Crediting times also vary by supplier, so it's best to confirm the exact amount and timeline when you file.
05 / FAQFrequently asked
I have a non-refundable fare. Will I get my money back?
Through the fare itself — most likely not. But if you bought cancellation insurance, that route gives you the best chance of recovering the non-refundable part. Start by checking your policy.
A family member fell ill, not me. Does that count?
Often yes — many policies and rules cover the illness of a close relative. The conditions depend on the insurer and the supplier, so confirm this when you submit the documents.
Which documents are definitely required?
At minimum, a medical certificate or sick-leave note from a medical facility, with stamps. Insurers usually also need a report with the diagnosis. The full list depends on the case — we'll advise based on your booking.
How quickly must I report the illness?
As early as possible. Insurers often require notice within a few days, and late filing can be grounds for refusal. Report it right away — you can finish gathering the documents afterwards.