How do I apply for a refund?
Well, it depends...
For bookings made before August 1, 2022, please see our COVID-19 Flexibility Policy here.
All our flight tickets are non-refundable unless cancellation protection was purchased at the time of booking. When the terms of the purchased cancellation protection apply, we refund everything except the cancellation protection itself. That is as long as you can provide the appropriate documents. The document needs to state the reason why the passenger is unable to travel and reflect the travel dates planned. This can be a doctor's note/note from a midwife, death certificates of an immediate family member/close friend, certificate due to quarantine related to COVID-19, or a confirmed infection of COVID-19.
You can find more information about our cancellation protection here.
Please note that the cancellation protection does not cover disruption of travel due to denied visas or other travel authorizations.
If you did not purchase the cancellation protection and you can't make your flight, you can always get the airport taxes refunded.
If you think you are entitled to a refund please fill out this form to request a refund of your ticket. We will review your request and get back to you as soon as possible.
If a refund is applicable, we will refund to the same credit card that you used to purchase the ticket. The refund itself may take a few business days to appear on your bank statement.
Please note that all extra services are non-refundable, even if they are not used.
If you did not purchase the cancellation protection and you can't make your flight, you can always get the airport taxes refunded. In order to do that we kindly ask you to fill out this form and we'll get back to you s soon as possible.
Seat selection refund
Seat selection is generally non-refundable, with the following exceptions:
- The flight was canceled: if your flight is canceled by PLAY, your seat selection is fully refundable.
- Aircraft change: if there is an aircraft change on your flight, you can receive a refund of seat selection if you do not receive a similar* seat on the new aircraft.
Please note that if you purchase a seat selection or book a PLAY bundle airfare that includes seat selection (PLAY value or PLAY flex), and do not receive the original seat number you booked, but a similar seat within the same price range, then the seat selection is non-refundable.
*A similar seat means for example, if you book an extra legroom seat in row 2 but receive an extra legroom seat in row 20, the seat is non-refundable. If you booked a normal legroom seat in row 6 but received a normal legroom seat in row 15, the seat is non-refundable.