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Please complete the 'Claim a refund for your booking' form.

Any refund will need to be made directly with your Travel Agent or other airline. This is due to us not being able to process it for you.

If your flight is scheduled to operate and you’re unable to travel, you may find the best option is to rebook your ticket.

If you’d like to rebook, we’re here to support you. Visit My Booking and click or tap on the red ‘Need help’ live chat icon at the bottom right of your screen.

If your flight is scheduled to operate under the same flight number and the change is less than 3 hours, the refund is calculated as per the fare rules.

If your flight was cancelled or the schedule change is more than 3 hours, you can claim a refund of the unused part or parts of your journey. Make sure to detail in the comment box that it’s a refund of the unused part(s) due flight disruption.

You will receive an email from us within the next 7 working days to confirm that we have processed your refund. Following this, it can take up to 14 additional working days for your payment provider to transfer the funds to your account. The exact time frame depends on your payment method and card issuer. While the majority of payment providers typically return the funds within 3-5 working days, some providers can take up to 14 working days.

You will receive an email from us within the next 7 working days to confirm that we have processed your refund. Following this, it can take up to 14 additional working days for your payment provider to transfer the funds to your account. The exact time frame depends on your payment method and card issuer. While the majority of payment providers typically return the funds within 3-5 working days, some providers can take up to 14 working days.

If you've left enough time and still not heard from us, let us know whether you've flown yet and we can help from there

I have not travelled yet

I have travelled already

Please note If you made your booking via a travel agent, other airline or added travel insurance any refunds will need to be made directly with your Travel Agent, other airline or insurance company. This is due to us not being able to process it for you.

We review all refunds on an individual basis, according to terms of your ticket. Not all tickets are fully refundable, so it might be that we've only been able to return the taxes. 

If the below apply to you, you’ll need to send us some more details: 

  • I've only received a refund for one of the tickets. You will need to submit a new refund request, ensuring all remaining ticket numbers are included. Click here

  • I have received a refund for my tickets but not my upgrade/seats/ancillary product. Click here

  • I have received my Points refund but not cash. Click here

  • I have received my cash refund but not my Points. Click here

  • I cancelled within 24 hours. You’ll need to speak to us Click here

  • My flight was cancelled and/or I didn't get the seat/upgrade I paid for. Click here

 

Please note 

If you made your booking via a travel agent, other airline or added travel insurance, any refunds will need to be made directly with your Travel Agent, other airline or insurance company. This is due to us not being able to process it for you.

 

What form do I need to fill in?

Request a quote for your refund

If you’re unsure of the terms and conditions of your ticket, you can request a quote to find out how much you would be entitled to.

Claim a refund for your booking

A refund of your flight booking based upon the terms and conditions of your ticket.

Claim a refund for your seats/upgrades/excess baggage

Subject to the terms and conditions of your ticket, a refund can be requested for any additional extras you have paid for related to the flight.

Claim a refund for your booking AND a refund on your seats/upgrades/excess baggage

You will need to complete both ‘Claim a refund for your booking’ AND ‘Claim a refund for your seats/upgrades/excess baggage

If your flight is cancelled, delayed or disrupted

If your flight is disrupted, e.g. If it’s cancelled, delayed or rescheduled, please visit our disruption page for further information on EC261.