Refunds

10.1 Fully and Partially Refundable Tickets

    (a) Some Tickets are sold at discounted fares and may be partly or completely non-refundable if you cancel your booking. If you need flexibility, make sure you pick a Ticket type which suits your needs.

    (b)  If your Ticket is refundable and you have not used any of it, you can ask for a refund of the fare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid. We will refund such amounts, subject to Article 10.3.

    (c) If your Ticket is refundable, you have used part of it, and there is no relevant restriction on your Ticket, we will refund the difference between the fare, any carrier imposed charges and surcharges, taxes, fees and charges you have paid and the fare, any carrier imposed charges and surcharges, taxes, fees and charges relating to the unused portion of your Ticket.  We will not deduct an administration fee to make this refund.  Your booking may also need to be re-fared to reflect the new itinerary – please see Article 7.2 for more information. 

(d) Some Tickets are refundable subject to a cancellation fee, as notified to you during the booking process. Subject to any applicable laws, the cancellation fee shall be deducted from any refund due to you. 

10.2 Non-refundable Ticket

    (a) If you have bought a non-refundable Ticket, you should take out travel insurance in case you need to cancel.

    (b) If your Ticket is non-refundable and you do not use all or part of it, you can still apply a refund of:

        (i) taxes;

        (ii) fees and charges imposed by a government, other authority or airport operator; and

        (iii) Government Scheme Costs.

    (c) Even if you hold a non-refundable Ticket, we will refund the unused portion if you are entitled to a refund under Regulation 261/2004, 14 CFR Part 260 (for travel to, from or within the United States), other applicable laws or under an express right in these Conditions of Carriage. 

    (d) We will refund any unused part of a Ticket in the event that a Passenger dies before completing the journey. We will not deduct an administration fee to make this refund. 

 10.3 Our right to refuse a refund

Subject to applicable laws, even if you have a refundable ticket issued by us or an Authorised Agent, or are unable to travel due to an Event beyond your Control, we may refuse a refund if:

    (a) you have asked for a refund after the end of the validity period for your Ticket (see Article 7 for extending the validity period);

    (b) when you arrived in a country, you presented your Ticket to us, or to government officials, as evidence of your intention to leave that country, unless you prove to us that you have permission to stay in the country or you will leave that country on another airline or another form of transport;

    (c) we refuse to carry you on a flight for any of the reasons set out in Article 11.4, Article 12, Article 13, Article 15 or Article 16. 

    (d) Your flight forms part of a Package Holiday (see Article 2.5);

    (e) You do not have authority to receive a refund (see Article 10.4);                    

10.4 General information relating to refunds

    (a) Unless either we agree or applicable laws require us to do otherwise, we will only make a refund to the original form of payment. Where this is no longer available, we will only make a refund to the person who:

        (i) paid for the Ticket;

        (ii) has proved to us he or she is the person who paid for the ticket; and

        (iii) has proved to us that he/she is legally entitled to the refund.           

    (b)  We will pay the refund in the same currency that was used to pay for the Ticket, unless we agree otherwise.

    (c) Refunds will only be made if we or our Authorised Agent issued the Ticket and authorised your refund. 

    (d) In the event of a dispute concerning the authority to receive a refund under this section, we may withhold the refund until such dispute has been resolved