The Additional Assistance Service in Case of Disruption (PDA) allows our passengers the flexibility to rebook their flight if their flight is delayed by more than 2 hours or canceled within 24 hours of the scheduled departure time, in cases where the passenger is not satisfied with the alternative options provided by us.
This service enables passengers to rebook without paying any additional cost (up to the stated amount per passenger), If the available rebooking options are not suitable, passengers are entitled to receive a 100% refund of the trip cost.
Terms or conditions for this service:
- PDA service is available for all flights and bundles, regardless of which bundle is selected.
- PDA service must be selected during the booking process. It cannot be added after the booking is completed.
- The PDA fee is non-refundable, even if the service is not used.
- The service does not apply to flights disrupted due to force majeure or emergency situations.
- To be eligible to use the PDA service, the flight disruption must occur on the day of scheduled departure.
- The maximum value for any re-booked flights is stated up to an amount per passenger during the booking flow. However, the re-booked flight must be within the same cabin as the original booking.
- If passenger is not satisfied with the available rebooking options, he has 24 hours after the last flight of the disrupted segment has landed to request a refund. Service satisfaction guarantee refunds will be processed within 5-10 business days.
- The PDA service may only be utilized once per trip booking.
- If passenger re-books a flight, he’ll need to retrieve and recheck any checked-in baggage on his new flight
- If passenger books a new outbound flight using the PDA service, passenger needs to confirm any return flight on the original booking to make sure his return flight isn’t canceled under the no-show policy.
How to use the PDA service:
If the flight is affected by an eligible disruption on the day of travel, passenger will receive an email with a direct link to the PDA, where he’ll be presented with the following options:
- A rebooking on one of the alternatives offered through PDA self-serve solution.
- A refund if he doesn’t like the rebooking options. In that case, he can keep his initial flight and/or any other solution provided to him by us.
Important to note:
Getting a refund with PDA service satisfaction guarantee does not cancel passenger current flight or any alternative flight that are given by us.
PDA service is a rebooking service and is not an insurance product.
For more information, or if you can't find the answer you are looking for, please visit the link below or contact the team directly.