FAQ

How to apply for refund?

1. Log into "My Account" – "Flight Tickets" – "Booking #" – "Edit order" – "Ticket Refund."
2. Fill in the application fields.
3. Upload the required documents.
4. Press "Send Request."

Ticket will be cancelled only after the customer and airline’s consent to the refund terms and conditions, and payment for provision of consulting services (if it is required during the refund process).
We will send you a letter with the refund terms and conditions to e-mail indicated during the registration. You will get your refunded amount when you make a payment for provision of consulting services, and this payment should be made within the time specified in the letter. Upon the expiry of payment period, you have to create a new refund request.
Important! If the airline registers a no-show for a flight, your request for a refund may be denied even if you have the relevant documents. For this reason, we kindly ask you to submit your request as soon as possible.If you are not able to submit the documents, please make a refund request no later than three hours before departure which is displayed on the timetable. When you make a request, please write in the comment, "Won't take flight. Please cancel seats. Will submit the documents later".

It is possible you will need additional documents in the case of:

• Cancellation or 3+ hour delay of flight: together with the refund application, an official confirmation of the delay/cancellation of flight is needed; you can get it from the airline representative at the airport.
• Denial of visa issuance: you should attach the denial confirmation to the refund application, the photocopy of the first page of your passport, the photocopy of the passport page with the decline stamp. The full refund application caused by visa denial should be submitted no later than 24 hours before departure in the first segment of flight.
• Sickness/death of the passenger or their family relation who was supposed to travel together with the passenger: to the application you should attach the medical/death certificate*, the document which confirms the fact of family connection between the passengers.
• No-show or missing of the flight (if the seats have not been cancelled by the airline or the Travelfrom.es agent at the request of the passenger before departure): the fact of missing or no-show of the passenger should be indicated as the refund reason.

Please note that a refund that has to be approved by the airline takes longer to process. In this case the consideration of your refund request and the refund of your costs may take 1 to 3 months.

Please remember that your ticket will be cancelled only after you have agreed to the terms of cancellation and service fee payment (if it is required for cancellation). Your ticket will remain unchanged and your seats will be reserved until you agree!

When creating a request for a refund on the day of a ticket purchase, you will be calculated a refundable ammount without any airline fines. The refund will be made after you confirm the indicated amount and in accordance with the airline decision.

If the airline does not confirm the possibility for the refund without penalty, you can request for the refund according to the tariff rules.

The service fee for the refund service and payment margins are non-refundable.

Exceptions:

• if the payment of the service fee is not required for ticket cancellation and the rules of the rate allow for the full ticket cost to be refunded (with the deduction of the payment system's surcharge), your confirmation will not be needed. The cancellation request will be accepted for processing.
• if ticket cancellation is requested because of flight cancellation/3+ hour delay; visa denial; illness/death of the passenger or a close relative and if the cancellation request form is filled out correctly and all the required confirmative documents are attached, ticket cancellation takes place right after the application is considered. The seats will no longer be reserved.

The refund amount is calculated at the exchange rate of the date when the passenger applied for refund.

Requirements to the medical certificates

The documents confirming the passenger's involuntary refusal from travelling:

• the original of the certificate from medical institution
• the original of the certificate from airport's medical centre
• the photocopy of the doctor's certificate.

Original of the certificate from medical institution should include:

1. clear and legible name of the institution
2. institution's seal
3. clear and legible position and full name of the doctor who issued the certificate
4. seal and signature of the doctor who issued the certificate
5. seal and signature of the chief physician of the institution or the department
6. date of certificate's issuance
7. consistency between the dates of sickness printed in the medical document and travel. In case of variance, the "flight is not recommended on the given dates" should be written in the diagnosis.

Original of the certificate from airport's medical centre should include:

1. medical centre's name
2. medical centre's seal
3. easily readable job position and full name of the doctor who issued the certificate
4. seal and signature of the doctor who issued the certificate
5. date of certificate issuance
6. consistency between the dates of sickness printed in the medical document and travel.

The photocopy of the doctor's certificate confirming the involuntary cancellation should be signed and sealed by the authorised representative of the airline at the airport or by the notary public.

Please attach the copies of the mentioned documents to the application. The airline companies do not accept the applications without confirming documents.

Passenger should add the notarized Spanish translation of medical certificate when they apply for refund to Travelfrom.es on the territory of Spain.

Passenger should add the notarized Spanish or English translation of medical certificate when they apply for refund to Travelfrom.es from abroad.

Please note that the requirements to the documents, submitted for refundare provided by the carriers and the agency is only an intermediary between the passenger and the carrier. Thus, any requests from the carrier will be communicated to you by our Customer Care Service.

In the event of fraud, the passenger's documents can be passed to the police in order to lay criminal/civil charges under the laws of the Spain.