Article 10: Refunds
10.1 To whom refund made
10.1.1 Except as otherwise provided in this Article 10, we shall be entitled in our absolute discretion to make refund either to the person named in the Ticket or to the person who has paid for the Ticket, upon presentation of satisfactory proof of such payment.
10.1.2 If a Ticket has been paid for by a person other than the Passenger named in the Ticket, and the Ticket indicates that there is a restriction on refund, we shall make a refund only to the person who paid for the Ticket, or to that person's order.
10.1.3 Except in the case of a lost Ticket, refunds will only be made on surrender to us of the Ticket and all unused Flight Coupons.
10.2 Disrupt / involuntary refunds
10.2.1 If we or any of Our Operators cancel a flight, fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight on which you hold a confirmed reservation on a Conjunction Ticket, then subject to Article 10.2.3, the amount of the refund shall be:
10.2.1.1 if no portion of the Ticket has been used, an amount equal to the fare paid (including applicable taxes, government & airport costs notwithstanding the applicable fare rules);
10.2.2 If a portion of the Ticket has been used, the refund will be the higher of:
10.2.2.1 the one way fare (less applicable discounts and charges but including applicable taxes, government & airport costs notwithstanding the applicable fare rules) from point of interruption to destination or point of next Stopover; or
10.2.2.2 the difference between the fare paid and the fare for the carriage used (including applicable taxes, government & airport costs notwithstanding the applicable fare rules).
10.2.3 Where the cancellation, failure or misconnection referred to in Article 10.2.1 is as a result of circumstances beyond our control, whether you have checked in or not, you have the options set out in Article 9.2.1 except to the extent that any non-refundable portion of your Ticket will not be refunded and you may instead be entitled to a 12 month credit of the non-refundable part of the fare for future travel on us. We may deduct a reasonable service fee from the credit to cover our administration costs.
10.3 Voluntary refunds
If you are entitled to a refund of the fare for your Ticket for reasons other than those set out in Article 10.2, and you are entitled to a refund in accordance with the applicable fare rules, the amount of the refund shall be as follows:
10.3.1 if no portion of the Ticket has been used, an amount equal to the fare paid (including any applicable taxes, government & airport costs), less any applicable service charges or cancellation fees;
10.3.2 if a portion of the Ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, (including any applicable taxes, government & airport costs) less any applicable service charges or cancellation fees.
10.4 Refund of lost ticket
10.4.1 If a Ticket or portion thereof is lost, upon providing us with satisfactory proof of the loss and payment of a reasonable administration charge, refund of the fare (including applicable taxes, government & airport costs) will be made within a period of time determined by us, on the following conditions:
10.4.1.1 that the lost Ticket, or portion thereof, has not been used, previously refunded or replaced; and
10.4.1.2 that the person to whom the refund is made undertakes, in such form as may be prescribed by us, to repay to us the amount refunded in the event of fraud and/or to the extent that the lost Ticket or portion thereof is used.
10.5 Right to refuse refund
10.5.1 We may refuse a refund where application is made after the expiry of the validity of the Ticket.
10.5.2 We may refuse a refund on a Ticket which has been presented to us or to Government officials as evidence of intention to depart from a country, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart from that country by another Carrier or another means of transport.
10.5.3 If you have been refused carriage as a result of any circumstance described in Articles 7.1.6 or 7.1.10, we reserve the right to apply any amount paid by you for the flight on which carriage has been refused, against any amount owed by you to us for previous carriage undertaken by you.
10.5.4 In the event you suffer a medical emergency which requires us to cancel, re-route or reschedule a flight, any refundable portion of your Ticket may be used as contribution toward costs of the flight disruption.
We reserve the right to make a refund in the same manner and the same currency used to pay for the Ticket.
10.7 By whom ticket refundable
Voluntary refunds will be made only by the Carrier that originally issued the Ticket or by its Authorised Agent.