Customer Care Support Center

Is it possible to get a reimbursement for my ticket?

As a general rule, the cost of the ticket and/or additional Volotea services are not refundable.

Volotea will only make refunds in the event that the flight is cancelled by the airline, in exceptional cases of force majeure - such as the death of the passenger - and if the Flex plan has been purchased along with the reservation. 

Additionally, the following situations are also considered cases of force majeure, as specified in the point 4.5 of the Conditions of Carriage:

  • Surgical intervention: In the event that a direct family member who is a first or second degree relative should require an immovable surgical intervention on the date of your flight, the passenger can request a change of date for the flight.
  • Death: In the case of a passenger's death, his or her family members can request reimbursement for the ticket. In the event that the deceased person was a direct family member, the dates can also be changed at no additional cost.

In these situations, the passenger's name as well as the flight date, time and destination can be changed. Thus, you will not lose your money. Nevertheless, if there is a fare difference between the new flight and the original one, the corresponding amount should be paid.

You have a maximum period of 12 months from the date of purchase of your ticket to make the new trip.

With respect to the cases mentioned above, the passenger or his or her family members (in the case that he or she were deceased), should notify Volotea of this situation before the flight departure by contacting our Customer Service.

Only medical or death certificates will be accepted as proof of intervention or death, within a period of 10 working days counting from day that the situation occurred. The acceptance of these documents depends on Volotea's assessment.

If you purchased Flex with your reservation, you can cancel your flight up to 4 hours before departure. Your refund (except for the cost of the Flex plan and, if applicable, the credit card payment fee) will be made in Volotea Credit for you to use on another flight.

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