Changes in tickets and flights

How to apply for the refund?

1. Log into "My Account" — "Flight Tickets" — "Booking #" — "Edit order" — "Ticket Refund".
2. Fill in the application fields.
3. Upload the required documents.
4. Press “Send Request”.

Ticket will be cancelled only after the customer and airline’s consent to the refund terms and conditions, and service fee payment (if it is required during the refund process).
We will send you a letter with the refund terms and conditions to e-mail indicated during the registration. You will get your refunded amount when you make a service fee payment, and this payment should be made within the time specified in the letter. After the expiry of payment period, you have to create a new refund request.


To refund the ticket, you may need additional documents:

• cancellation or 3+ hour delay of flight: together with the refund application, an official confirmation of the delay/cancellation of flight is needed; you can get it at the airline representative at the airport.
• decline of visa issuance: you should attach the decline confirmation to the refund application, the photocopy of the first page of your passport, the photocopy of the passport page with the decline stamp. The full refund application caused by visa declination should be submitted no later than 72 hours before departure of the first segment of flight.
• sickness/death of the passenger or their family relation who was supposed to travel together with the passenger: to the application you should attach the medical/death certificate*, the document which confirms the fact of family connection between the passengers no later than 72 hours before departure of the first segment of flight.
• no-show or missing of the flight (if the seats have not been cancelled by the airline or the Tickets.pl agent at the request of the passenger before departure): the fact of missing or no-show of the passenger should be indicated as the refund reason.

Please note that a refund that has to be approved by the airline takes longer to process. In this case the consideration of your refund request and the refund of your costs may take 1 to 3 months.

Please remember that your ticket will be cancelled only after you have agreed to the terms of cancellation and service fee payment (if it is required for cancellation).

When creating a request for a refund on the day of a ticket purchase, you will be calculated a refundable ammount without any airline fines. The refund will be made after you confirm the indicated amount and in accordance with the airline decision.

If the airline does not confirm the possibility for the refund without penalty, you can request for the refund according to the tariff rules.

The service fee for the refund service and payment margins are non-refundable.

The refund amount is calculated at the exchange rate of the day when the passenger applied for refund.

The documents confirming the passenger's involuntary refusal from travelling:

• the original of the certificate from medical institution;
• the original of the certificate from airport's medical centre;
• the photocopy of the doctor's certificate.

Requirements to the medical certificates

Original of the certificate from medical institution should include:

1. Clear and legible name of the institution;
2. Institutions seal;
3. Clear and legible position and full name of the doctor who issued the certificate;
4. Seal and signature of the doctor who issued the certificate;
5. Seal and signature of the chief physician of the institution or the department;
6. Date of certificate's issuance;
7. Consistency between the dates of sickness printed in the medical document and travel. The certificated should contain the following reservation: “flight is not recommended on the given dates

Original of the certificate from airport's medical centre should include:

1. Medical centre's name;
2. Medical centre's seal;
3. Easily readable job position and full name of the doctor who issued the certificate;
4. Seal and signature of the doctor who issued the certificate;
5. Date of certificate issuance;
6. Consistency between the dates of sickness printed in the medical document and travel.

The photocopy of the doctor's certificate confirming the involuntary cancellation should be signed and sealed by the authorised representative of the airline at the airport or by the notary public.

Please attach the copies of the mentioned documents to the application. The airline companies do not accept the applications without confirming documents.

Passenger should add the notarized Polish translation of medical certificate when they apply for refund to Tickets.pl on the territory of Poland.

Passenger should add the notarized Polish or English translations of medical certificate when they apply for refund to Tickets.pl from abroad.

In the case of fraud, the passenger's documents can be passed to the Polish police in order to lay criminal/civil charges under the laws of Polands.