11.1. Voluntary Refunds

We shall refund the full Ticket or the unused portion of the Ticket if the Passenger has purchased a Fare type that is not restricted from refund, in accordance with the following provisions:

11.1.1. Except as otherwise provided in this Article, We shall make refunds to the person named on the Ticket or to the person who paid for the Ticket, provided that the person requesting the refund presents valid identification as required by law, a duly authorized power of attorney verified by a competent authority, and the relevant transportation documents.

11.1.2. If the Ticket was paid for by someone other than the person named on the Ticket, and We have indicated on the Ticket a restriction on refund, We shall make the refund only to the person who paid for the Ticket or upon that person’s written request.

11.1.3. A refund made to the person presenting the unused Ticket and meeting the conditions set out in Article 11.2.1 or 11.2.2 shall be deemed a proper refund, and We shall be released from any further liability or claim by the Passenger or any other person in respect of such refund.

11.1.4. We shall not refund the full Ticket or the unused portion of the Ticket if the Passenger has purchased a Fare type with refund restrictions, except as otherwise provided (i) in this Article, or (ii) in accordance with applicable laws.

11.1.5. In such cases, We shall refund only applicable unused taxes, fees, and charges that are refundable, less a certain administrative fee depending on the market or sales channel, as notified at Our Branch Offices, Ticketing Offices, or Customer Service Centers at the time of Ticket purchase and/or refund.

11.2. Involuntary Refunds

If, due to Our fault, We cancel a flight, fail to operate a flight reasonably according to schedule, do not serve the Passenger’s destination or stopover indicated on the Ticket, fail to provide a confirmed seat, or cause the Passenger to miss a connecting flight with confirmed reservation, the refund shall be as follows:

11.2.1. If the Ticket has not been used at all, the refund shall be equal to the total fare paid by the Passenger.

11.2.2. If the Ticket has been partially used, the refund shall not be less than the difference between the total fare paid and the applicable fare for the portion of the journey already used.

11.2.3. Any refund restrictions, service charges, or no-show penalties shall be waived.

11.2.4. Once the Passenger has accepted the refund in such cases, the Contract of Carriage between Us and the Passenger shall be terminated.

11.3. Refund Amount

If a Passenger requests a refund for reasons other than those stated in Article 11.2, the refund shall be as follows:

11.3.1. If the Ticket has not been used at all, the refund shall be the total fare paid by the Passenger less any applicable service charges or no-show fees;

11.3.2. If the Ticket has been partially used, the refund shall be the difference between the total fare paid and the applicable fare for the portion of the journey already used, less any applicable service charges or no-show fees.

11.3.3. Ticket change fees, special service charges, sales-related surcharges, and Passenger service surcharges shall not be refundable and shall not be included in the refund amount.

11.4. Refund for Lost Tickets

11.4.1. If all or part of a Ticket is lost, and the Passenger provides satisfactory proof of loss and agrees to pay the applicable service fee, a refund shall be made after the Ticket has expired, provided that:

11.4.1.1. The lost Ticket or portion thereof has not been used, refunded, or exchanged, unless due to Our fault the lost Ticket has been used, refunded, or exchanged to another person;

11.4.1.2. The person receiving the refund must complete Our prescribed form and undertake to repay Us the refunded amount in case of fraud and/or if the lost Ticket or any portion thereof is subsequently used by another person, unless due to Our fault the lost Ticket has been used by another person.

11.4.2. If We or Our authorized Agent are responsible for the loss of all or part of a Ticket, the handling of the lost Ticket shall be Our responsibility.

11.5. Right to Refuse Refund

11.5.1. We may refuse to make a refund if the request is made after the Ticket’s validity period has expired.

11.5.2. We may refuse to refund if the Ticket has been presented to Us or to government authorities of a country as evidence of the Passenger’s intention to depart from that country, unless the Passenger can satisfactorily prove that they are permitted to remain or depart from that country by another Carrier or by other means of transportation.

11.5.3. We may refuse to make a refund in cases provided under Article 8.2.1.

11.6. Currency of Refund

Refunds shall be subject to the regulations of the government of the country where the Ticket was originally purchased and of the country where the refund is made. Refunds are normally made in the same currency used to purchase the Ticket, or in another currency in accordance with the local government’s regulations at the place of refund.

11.7. Person Authorised to Refund

Voluntary refunds shall be made only by the Carrier that issued the Ticket or by its authorized Agents.