Changes in tickets and flights

How to apply for a 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).

To refund the ticket, you may need additional documents:

• Cancellation or 3+ hour delay of the flight: together with the refund application, an official confirmation of the delay/cancellation of the 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 72 hours before departure in the first segment of flight.
• Sickness/death of the passenger or their family member 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 later than 72 hours before departure of the first segment of the flight.
  
• No-show or missing of the flight (if the seats have not been cancelled by the airline or the Kissandfly.com 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 has to be approved by the airline and may take up 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).

When creating a request for a refund on the day of a ticket purchase, you will be calculated a refundable amount 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.

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

The documents confirming the passenger's involuntary refusal from travelling due to medical issues:

• 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.

Requirements to the medical certificates

Requirements to the medical certificates confirming the passenger's involuntary refusal from travelling.

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 and travelling. The certificated should contain the following reservation: “flight is not recommended on the given dates."

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 authorized 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 notarised English translation of medical certificate when applying for a refund to Kissandfly.com on the territory of United States of America.

Passenger should add the notarised English translation of medical certificate when applying for a refund to Kissandfly.com from abroad.

Please note that the requirements to the documents, submitted for the refund are 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 US police in order to lay criminal/civil charges under the laws of the United States of America.