A complete document set on the first try is the shortest path to getting your money back. A request without proof gets sent back for revision, and every round adds days to the wait. Below is exactly what to attach so your request goes straight into processing.
As a rule you need three things: a booking confirmation or receipt, the applicant's passport, and — for an involuntary refund — supporting proof (a medical certificate, visa refusal, or airline cancellation notice). The refund always goes to the payer. The exact list depends on the case — start in My bookings.
01 / BasicsThe base set for any request
For most refunds two documents are enough. They confirm that the order exists and that the person filing it has the right to do so. Everything else is added only for a specific case.
02 / InvoluntaryProof for an involuntary refund
If the trip fell through for reasons beyond your control, add a document confirming the cause to the base set. It's what can allow a larger refund than the standard fare rules. The document must be legible and carry a date.
- Illness — a medical certificate with the clinic's stamp and a date.
- Visa refusal — the consulate's official refusal or the stamp in your passport.
- Flight cancellation — the airline's notice of cancellation or delay.
03 / PayerWho gets the money and where
The refund always goes to the payer, by the same method the payment came in: card payments to the same card, invoices to the same account. So if the booking is in one person's name but someone else paid, note this in the request — otherwise the money may go somewhere you don't expect.
04 / How to fileHow to attach documents to a request
Open the order
Go to My bookings and pick the order. Download the booking or receipt as a PDF.
Gather the files
Prepare the applicant's passport and, for an involuntary case, the supporting document. Keep photos sharp, glare-free, with the date readable.
Submit the refund
Start the refund from the order card and attach the files. If there's no button, message the bot @sales_travel_bot or call us.
Track the status
Once sent, the request appears in your account with a status. We'll let you know if anything is missing.
05 / FAQFrequently asked
Do I need the original passport, or is a scan enough?
A clear scan or photo of the data page is enough for the request. The original may be needed in rare cases — we'll let you know in advance if so.
Will a medical certificate in a foreign language work?
As a rule a translation is requested for a foreign-language certificate. Check the requirements with support at 8 800 1000-646 before you file.
I can't find the receipt in my email — what now?
No need to search your email: the booking and payment document are always in My bookings. Open the order and download the PDF.
Can I get the refund to a different card?
The refund goes to the payer by the same method as the payment, so it can't be routed to a different card. If the original card is closed, the bank usually credits the holder's new account.