I/a close relative have become ill/passed away and can no longer travel. How do I cancel?

If you have tickets with the flexibility "Non-refundable" but need to cancel your trip due to illness, a medical certificate confirming the illness is required. The certificate must be completed by a doctor and include the doctor's name, phone number, and stamp, or a copy of the doctor's license. It must clearly state the date and diagnosis that proves the patient, due to an acute illness, could not travel on the date the ticket was valid. If you purchased cancellation protection through us and can provide a valid medical certificate, your trip, under the same order number, will be refunded, including the booking fee. However, the cost of cancellation protection is non-refundable.

In the event of death, a death certificate or a certificate from a priest or funeral director must be presented. The right to a refund also applies in the event of the death of a close relative.

If someone in the travel party or a close relative becomes ill and can provide a medical certificate, it is possible for fellow travelers or other close relatives to receive a refund for their tickets, provided they choose not to travel. Close relatives are defined as parents, grandparents, children, siblings, and partners.