Flight Irregularities & Disruptions
If your flight has been cancelled by us, you may choose to rebook or cancel your booking.
If you no longer wish to travel, please apply for a refund as follows:
- If you purchased your tickets directly on our website, please go to Manage Booking. All fares, applicable taxes and prepaid service(s) associated with your ticket will be refunded to the original form of payment.
- If you purchased your ticket through a travel agent, please contact them directly to apply for a refund.
For flight disruptions on the day of departure, we generally will not be responsible for any alternative flight re-arrangement or compensation for other expenses (e.g., meals, hotel accommodation, transportation).
Compensation for flight delay or cancellation is subject to local government regulations, you are recommended to check the relevant airport information on our website for more details.
To protect yourself against unforeseeable situations, you are encouraged to purchase travel insurance in advance.
Alternatively, your ticket can be refunded, including the applicable fares, taxes and any prepaid service(s).
- For tickets purchased on our website or through our Call Centre, please apply for a refund online via Manage Booking.
- For tickets purchased through a travel agent, please contact them directly to arrange a refund.
If your flight has been delayed or cancelled due to reasons beyond our control, such as adverse weather, crisis, safety, or other operational issues, etc., no compensation will be offered.
We strongly recommend you purchase travel insurance in order to protect yourself against unexpected disruptions.
We will inform passengers of the latest flight status via email. Alternatively, please refer to Special Ticketing Guidelines via our website where to be posted on our website for details.