First of all, we sincerely hope that your situation is not too serious and that everything will be okay soon. If you’re facing a medical emergency and can no longer travel, please know that we’ll do our best to support you.

That said, most tickets we sell are highly restricted and are typically non-refundable, especially if they were the lowest available fare at the time of booking. Voluntary cancellations for personal reasons—such as a medical issue—are generally not accepted by airlines. However, in some cases, airlines may make exceptions if a medical emergency can be clearly documented. This is entirely up to their discretion.

To proceed, we encourage you to submit a voluntary cancellation request through the Extra Services section in MyArea as soon as possible. If the airline considers your case, they will likely require supporting documents such as a medical certificate or hospital note.

Additionally, you may want to check whether your travel insurance or credit card coverage includes trip cancellation protection due to medical emergencies. In many situations, your best chance of receiving a refund may come through those channels rather than directly from the airline.

For future bookings, we recommend considering the “Cancel for Any Reason” or "Fully Refundable Ticket" options when available. These provide added peace of mind for important trips, offering greater flexibility in case unexpected situations arise.