Article 10

Refunds

10.1 General

We will refund Tickets or any unused Flight Coupons in accordance with the applicable Tariff provisions as follows:

10.1.1 Unless otherwise provided in this Article, we shall be entitled to make refund either to the person named on the Ticket or to the person who paid for the Ticket, provided satisfactory proof can be produced of such payment.

10.1.2 If the Ticket has been paid for by a person other than the passenger named on it, and if the Ticket indicates that there is a restriction on refunds, we will make the refund only to the person who paid for the Ticket or in accordance with that person's instructions.

10.1.3 Except in the case of a lost Ticket, refunds will only be made in exchange for the Ticket and all unused Flight Coupons.

10.1.4 Refunds of flight tickets paid for via credit card will only be credited to the account used to pay for the tickets originally. The refund amount shall conform solely to the amount and currency specified on the flight ticket in accordance with the terms and conditions of this clause. The refund amount credited to the credit card holder’s account may deviate from the amount originally paid for the refunded flight ticket thanks to conversions and fees levied by the credit card company. These deviations shall not constitute grounds for claims against us by the refund’s recipient.

10.2 Involuntary refunds

10.2.1 If we cancel a flight, fail to operate a flight reasonably according to schedule, fail to land at your final or Stopover destination or cause you to miss an onward flight for which you hold a confirmed reservation, we will award you a refund.

10.2.2 If no Flight Coupons have been used, we will refund the fare paid, including all taxes, charges and fees.

10.2.3 If one or more Flight Coupons have been used, we will refund at least the difference between the fare paid and the applicable Tariff for travel between the points for which the Ticket has been used. We will also refund any taxes, charges or fees you have paid for those routes in your Ticket which you have not flown.

10.3 Other refunds

If you are entitled to a refund on your Ticket for reasons other than those stated in 10.2, the refund will be made in accordance with the following principles:

10.3.1 If no Flight Coupons have been used, you will receive the fare paid less a reasonable service charge and cancellation fee.

10.3.2 If one or more Flight Coupons have been used, we will refund at least the difference between the fare paid and the applicable tariff between the points for which the Ticket has been used, less a reasonable service charge and cancellation fee. Unused airport and government taxes are refundable unless the new travel/fare is higher than the whole original ticket. In this case no tax will be refunded.

10.4 Refunds on lost tickets

If you lose your Ticket or (a) Flight Coupon(s) and can provide us with satisfactory proof of such loss, we will pay you a refund in accordance with Art. 10.3 as soon as possible after the Ticket's validity has expired, provided that:

10.4.1 The lost Ticket or Flight Coupon has not been used, already refunded or replaced (unless such use by, refund to or replacement for a third party is due to our own negligence);

10.4.2 The person to whom the refund is made undertakes to repay us the amount refunded, in such form as may be prescribed by us, in the event of fraud and/or to the extent that the lost Ticket or Flight Coupon is used by a third party (unless such fraud or use by a third party is due to our own negligence).

10.4.3 Should we or our Authorised Agent lose a Ticket or a Flight Coupon, we shall be liable for such loss.

10.5 Right to refuse a refund

10.5.1 We may refuse to make a refund if you do not apply for such a refund until after the validity of the Ticket concerned has expired.

10.5.2 We may refuse a refund on a Ticket which has been presented to us or to an authority as evidence of an intention to depart from the country concerned, unless you can demonstrate to our satisfaction that you have permission to remain in the country or that you will be departing from that country on another Carrier or by another means of transport.

10.6 Currency

We reserve the right to make a refund in the same manner and in the same currency as that used to pay for the Ticket.

10.7 Voluntary refunds

Voluntary refunds will be made only by the Carrier which originally issued the Ticket or by his Authorised Agent in accordance with its own rules on voluntary refunds.