REFUNDS

11.1 GENERAL
11.1.1 If we fail to provide carriage in accordance with the contract of carriage, or if you choose not to use your ticket, we will refund the unused ticket or any unused portion in accordance with this as set out in the fare rules and conditions applicable to your ticket.

11.1.2 Not all Tickets qualify for refund. Carrier’s Regulations provide information as to which Tickets so qualify.

11.2 INVOLUNTARY REFUNDS
11.2.1 If we 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 reservation, the amount of the refund shall be:

11.2.1.1 if no portion of the Ticket has been used, an amount equal to the fare paid;
11.2.1.2 if a portion of the Ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used.

11.3 VOLUNTARY REFUNDS
11.3.1 If you are entitled to a refund of your Ticket for reasons other than those set out in article 11.2, the amount of the refund shall be:

11.3.1.1 if no portion of the Ticket has been used, an amount equal to the fare paid, less any reasonable service charges or cancellation fees;
11.3.1.2 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, less any reasonable service charges or cancellation fees.

11.4 REFUND ON LOST TICKET
11.4.1 If you lose your Ticket or portion of it, upon furnishing us with satisfactory proof of the loss, and payment of a reasonable administration charge, refund will be made as soon as practicable after the expiry of the validity period of the Ticket, on condition such as:

11.4.1.1 that the lost Ticket, or portion of it, has not been used, previously refunded or replaced (except where the use, refund or replacement by or to a third party resulted from our own negligence).
11.4.1.2 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 of it is used by a third party (except where any fraud or use by a third party resulted from our own negligence).
11.4.1.3 If we or our Authorised Agent lose the Ticket or a portion of it, the loss shall be our responsibility.

11.5 OUR RIGHT TO REFUSE REFUND
11.5.1 We may refuse a refund where application is made after the expiry of the validity of the Ticket.
11.5.2 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 that 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.

11.6 CURRENCY OF REFUND
All refunds will be subject to government laws, rules and regulations or orders of the country in which the ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, we reserve the right to make a refund in the same manner and the same currency used to pay for the Ticket.
11.7 PERSONS AUTHORISED TO MAKE REFUNDS

Voluntary refunds will be made only by the Carrier which originally issued the Ticket or by its Authorised Agent.