If you need to cancel your trip due to serious illness, medical emergencies, or the death of a passenger or immediate family member, we are here to guide you through your options.
While most flight bookings are non-refundable under standard airline policies, you may still be able to recover your costs through travel insurance or direct airline compassionate refund requests.
Claiming Through Travel Insurance (Recommended)
For most airlines, non-refundable tickets cannot be refunded directly by the carrier for medical or bereavement reasons. In these cases, your fastest route to recover your costs is to submit a claim with your travel insurance provider.
After cancelling your booking on our platform, you will receive a cancellation confirmation invoice, which you can submit to your insurance company alongside your medical notes or a death certificate.
Airlines Offering Direct Refund or Voucher Claims
Some airlines allow passengers to apply directly to them for a compassionate refund or travel voucher if supporting documentation is provided.
If you are travelling with one of the airlines below, cancel your booking first, then submit your claim directly to the airline using the links or contact details provided:
| Airline | Refund / Voucher Option | Required Documents & Claim Method |
| easyJet | Refund or Voucher | Submit via the easyJet Contact Form or Serious Illness Form. |
| Aer Lingus | Refund | Submit online via the Aer Lingus Serious Illness Form or Bereavement Form. |
| Vueling | Flight Voucher | Submit via the Vueling Justified Reasons Assistant with supporting documents. |
| Wizz Air | Refund (passenger specific) | Submit a claim online via Wizz Air Complaints & Claims with official certificates. |
| KM Malta Airlines | Refund (subject to fare rules) | Submit online via the KM Malta Ticket Refund Form. |
| TUI | Refund / Consideration |
Email medical documents or death certificate to exceptions@tui.co.uk. Please include your airline reference, flight dates and passengers names. |
| Corendon Airlines | Refund / Consideration |
Email medical documents or death certificate to acentedestek@corendon-airlines.com. Please include your airline reference, flight dates and passengers names. |
| SunExpress | Refund / Consideration |
Email medical documents or death certificate to acentedestek@sunexpress.com. Please include your airline reference, flight dates and passengers names. |
| Pegasus Airlines | Refund / Consideration |
Email medical documents or death certificate to pgs.guestrelations@flypgs.com. Please include your airline reference, flight dates and passengers names. |
| Ryanair | Consideration (within 10 days of travel) | Death certificate required for immediate family members. Contact Customer Support with documentation. |
Major & Scheduled Carrier Policies
(e.g., British Airways, Virgin Atlantic, Emirates, Qatar Airways, Etihad, KLM, Lufthansa, United, American Airlines)
Refund policies for major scheduled carriers depend strictly on the fare rules of your specific ticket:
May be fully or partially refundable minus airline administration fees.
Airlines typically do not issue cash refunds for illness or bereavement. However, some carriers may consider waiving change fees or issuing flight credits upon review of official medical or death certificates.
If your fare does not allow refunds, you will need to claim the costs back through your travel insurer.
How to Proceed
Always complete the cancellation process on our website first so the airline is notified and seats are released.
Obtain an official Death Certificate (showing relationship to the passenger if applicable) or a Medical Certificate / Doctor's Note confirming unfitness to travel.
Submit your documentation (including your airline reference, flight dates and passengers names) directly to the airline (if listed above) or attach your cancellation invoice to a claim with your travel insurance provider.