Additional services

There is always a probability that one's trip plans may be changed, even though the tickets are bought. And it is much more frustrating, if the trip is cancelled because of a sudden illness of the passenger or his/her close relation. Use the new Tickets.pl service, “Refund guarantee in case of illness”, to have the full cost of the ticket refunded* without paying service fees.

The “Refund guarantee in case of illness” service is ordered and paid while booking tickets on Tickets.pl. The refund guarantee covers all tickets included into the order

Ticket cost will be refunded, if the passenger, indicated in the order, or his/her close relation ** are unable to go on trip because of serious disease or injury. To get the refund, such passenger must present a medical certificate to confirm the valid reason for his/her cancellation of flight. The medical certificate must meet certain requirements, read them below.

How to use the service?

1. Apply for the refund, specifying the reason (passenger's illness/death, close relation's illness/death). A copy of medical certificate confirming the inability to fly must be attached to the refund application. For more detailed information, see: Refund procedure description.
2. After airline's response, the refund amount will be transferred to the customer via the same method as the original payment.

If a passenger is unable to get the refund by himself/herself:

• In case of passenger's illness — add a copy of the document entitling the passenger's relative to get the refund amount.
• In case of passenger's death — add copies of death certificate and the document confirming family relationship between the applicant and the decedent.

If the decedent's family do not have access to his/her account "My account", the refund application together with all other required documents may be sent via email to [email protected].

Service validity period:

• The service comes in force at the moment of payment and expires 4 hours prior to the flight.
• The refund application should be submitted no later than 4 hours prior to the flight.
• The period of the refund consideration depends upon the airline.
• The refund amount will be paid to the Customer according to the "Ticket refund rules" of Tickets.pl.

The documents should be submitted at any time within the tariff validity period. Check the tariff validity period in the tariff description.

If the airline agrees to refund the entire cost of the ticket — you will receive the full amount including Tickets.pl service fee (if it was charged while ticket purchase).* Tickets.pl does not charge service fee for ticket returning operation.

If the airline agrees to refund only a part of the ticket, the customer will receive a part of the refund amount according to the tariff rules. Tickets.pl service fee will be also refunded, if it was charged while ticket purchase.* Tickets.pl does not charge service fee for ticket returning operation.

*Refund information:

• Tickets.pl takes all efforts to refund the entire cost of the ticket to the Customer who has purchased the “Refund guarantee in case of illness” service in case of disease/injury of the passenger or his/her close relative.** However, the final decision on the amount to be refunded is made by the airline.
• The cost of the “Refund guarantee in case of illness” service is not refunded.
• Transaction service fees charged by banks and payment systems are not refunded.
• The refund amount is calculated according to the bank's exchange rate of the day of refund application.

**The close relations are a spouse, children, grandchildren, brothers, sisters, parents, grandparents, and parents-in-law.

Important: Make sure your medical documents meet the following requirements!

Medical documentation requirements:

1. The medical certificate must be issued before the flight.
2. The name of the medical institution that has issued the document must be indicated clearly and legibly.
3. Standard legal information of the medical institution must be available in the document.
4. The certificate must be stamped with medical institution's official seal.
5. Title and surname of the practitioner, who has issued the document, must be indicated clearly and legibly.
6. If the medical certificate has been issued outside the territory of Poland— the notarized translation into English must be attached to the original document.
7. Documents confirming family relationship have to be attached if necessary.
8. The following data must be clearly indicated in the medical certificate:

• examination date;
• examination result;
• diagnosis;
• medical practitioner's conclusion that the disease/injury is severe enough to make the passenger unable to fly.

The service in not provided in the following cases:

• If the reason for refund is other than medical, the refund amount is calculated according to the tariff rules, no matter whether or not the "Refund guarantee” service has been purchased.
• The customer knew about the illness at the moment of "Refund guarantee” purchase.
• Chronic or infection-caused conditions as well as mental disorders with symptoms shown within 6 months after ticket booking date. If the refund application is based on such symptoms, the diagnosis must be confirmed by a medical specialist.
• Disease, bad accident or complication caused by pregnancy or childbirth.
• Complications caused by alcohol, other intoxicants, sleeping and narcotic drugs.
• Late cancellation of the trip (less than 4 hours prior to departure).
• Complications caused by self-treatment or cosmetic surgery.