I'm ill or something unexpected came up, what are my options?
You can cancel or change your flight
Cancel your flight
If something unexpected has happened and you are unable to travel, you might be able to use your cancellation protection and apply for a refund.
You can find all information about our cancellation protection here.
Provided that documents are handed in within 7 days from the initial flight and you are eligible for a refund using the cancellation protection, we refund everything in your booking except the cancellation protection fee.
In case you did not purchase cancellation protection, we can only refund you the airport taxes of your booking, as flight tickets are nonrefundable unless cancellation protection has been purchased.
Please contact our Service Team for further assistance.
Change the booking
If something unexpected comes up, you are able to change your booking in the following ways:
Change your travel date
All date changes are subject to a standard changing fee per person and per flight leg, in addition to any possible airfare difference between the selected dates. You are able to change your travel dates through MyPLAY up until 1 hour prior to the flight, provided that you have not checked into your flight.
· The new flight is more expensive: You pay the standard changing fee and the airfare difference.
· The new flight costs the same: You pay the standard changing fee.
· The new flight is less expensive: You pay the standard changing fee. Airfare difference is never refunded.
Change your travel destination
All destination changes are subject to a standard changing fee per person and per flight leg, in addition to any possible airfare difference between the selected dates. A service fee is also charged per booking.
You are able to request a change of travel destination up until 24 hours prior to the scheduled departure time of your original flight. Destinations cannot be changed through MyPLAY so a request needs to be sent through the Service Request form on our website hereLink opens in a new tab.
Change the passenger traveling
It is possible to change the passenger in a booking up until 24 hours prior to the scheduled departure time of your original flight. There is a standard name change fee per flight leg plus an additional service fee for changing the passenger.
Name changes cannot be changed through MyPLAY so a request needs to be sent through the Service Request form on our website here.
Please note that it is only possible to change the passenger for the whole booking, and you cannot change the passenger type (i.e. a child cannot be changed to an adult).
