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Home >  Trip Management > Refund Application Form

 

Special Rebooking and Refund Handling Guideline – Revision 2

(serious illness & death case) 


Please find below the handling guideline for the rebooking and refund issues on the situation of sickness & death of passenger. This version will be effective from 10 Aug 2015 (ticket issuing date). 


A) Eligibility of Rebooking Application

Passenger or his/her authorizer can apply for special rebooking under the following circumstances:

Unable to travel on HX original booked flight due to serious illness of passenger;

Unable to travel on HX original booked flight due to death (within 30 days before intended departure date) of parent*, child*, sibling* or spouse of passenger.

Passenger or his/her authorizer is requested to submit rebooking application to HX local office and cancel PNR booking before flight departure.

B) Eligibility of Refund Application

Applicant can apply for special refund under the following circumstances:

Unable to travel on HX original booked flight due to death of passenger.

Under normal circumstances, applicant shall submit refund application to HX local office and cancel PNR booking before flight departure.

Other special cases are not subject to the above time restriction, such as death of passenger happens after check-in or at the transit point.

C) Document Requirement

1. Rebooking due to sickness of passengerRequired documents specifying patient's name, time, illness and other information shall not be altered or it will be treated as false evidence. Original certificates shall be presented to HX office staff for verification within one month after making application. Rebooking can be processed after being approved and signed by HX office responsible person.

For sudden illness at airport or transit point, medical certificate from airport medical center is required.

The passenger or his/her authorizer must submit rebooking application with original and valid medical certificateissued by a licensed medical practitioner (must be above county level for Chinese passenger), indicating that the passenger is not suitable for long travel together with printed bills or receipt with official stamp. The date and time of certificate and receipt issuance and printing must be specified and they must be in advance of check-in time.

2. Rebooking due to death of parent*, child*, sibling* or spouse of passengerDocuments submitted to Finance Department shall be original unless stated otherwise. For example, if original document is required for insurance claim or reimbursement, passenger may hand in the copy.Parent: Biological parents, step parents, parents-in-law.Sibling: Biological brothers and sisters, step brothers and sisters.

Child: Biological child, step child, adopted child.

*The Company considers the following individuals as parent, child and sibling of the passenger:

3. Rebooking application must be submitted before flight departure. Death certificate of parent*, child*, sibling* or spouse of the passenger and certificate of their relationship shall be presented to HX office as supporting evidence. The original certificate must be submitted to HX office staff for verification within one month after making application. Rebooking can be processed after being approved and signed by HX office responsible person.

Refund due to death of passenger

In the event of death of a Passenger, refund applicant must provide death certificate to HX office as supporting evidence. The original death certificate must be submitted to HX office staff for verification within three month after making application. Refund can be processed after being approved and signed by HX office responsible person.

D) Rebooking and Refund Details

1. Rebooking

1.1 When Passenger is prevented from travelling by reason of illness before having commenced journey, we may change the travel commencing of the Ticket until the date when passenger become fit to travel or until our first flight after such date on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by an original valid medical certificate (refer to point C Document Requirement). The travel commencing of the Ticket may be postponed for not more than three months from the date shown on such certificate. The original Ticket’s ticket validity will be followed.

1.2 When Passenger is prevented from travelling within the period of validity of the Ticket by reason of illness after having commenced your journey, we may extend the period of validity of your Ticket until the date when you become fit to travel or until our first flight after such date, from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by an original valid medical certificate (refer to point C Document Requirement). When the Flight Coupons remaining on the Ticket involve one or more Stopovers, the validity of such Ticket may be extended for not more than three months from the date shown on such certificate. Under such circumstances, we will similarly extend the period of validity of Tickets of other members accompanying you.

1.3 In the event of death of a Passenger en-route, the Tickets of the persons accompanying the Passenger may be modified by waiving the minimum stay and extending the validity.

1.4 In the event of a death in the immediate family of a Passenger who has commenced travelling, the validity of the Passenger's Tickets and those of his or her immediate family who accompanied the Passenger may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate and any such extension of validity shall not be for a period longer than forty-five (45) Days from the date of the death.

1.5 Accompanist of ill passenger is allowed to rebook under the special handling procedure. The application has to be submitted together with sick passenger. Otherwise, it is treated as normal/voluntary refund. Accompanist is limited to 2 persons.

1.6 Sickness rebooking shall be applied by the sick person. If the sick person cannot apply for the refund due to serious illness, he/she can delegate another person to do it for him/her with a signed authorization letter, identity card of the sick person and the required application documents.

2. Refund

For wholly-unused ticket, the paid amount will be refund. For partially-used ticket, refund will be made after deducting the used one-way ticket fare in the same fare sheet. (If there is no one-way fare at the same fare sheet, the one-way fare will be calculated by a prorate factor of total ticket fare).

3. The rebooking and refund procedure must be processed in HX office.