How do I file a claim for reimbursement?

• Please submit your claim to [email protected].
• Ensure that all required documents are included to expedite the processing of your claim. Please know that we will request your bank account information to be able to perform the transfer for reimbursement.

What documents are required to file the claim?

- To process your claim, please provide the following:

• Delayed flight details (airline, flight number, departure time)
• Copies of new boarding passes for all individuals in your party
• The necessary invoices/receipts for the claim costs you are submitting. Preferably a digital document rather than a mobile screenshot as these are not always very legible. A copy of your ID/passport
• Bank information for reimbursement:
• Beneficiary name
• Beneficiary address
• Bank name
• Bank address
• Bank Account Number
• SWIFT code

IMPORTANT: Please provide receipts or invoices rather than screenshots of your statements for all claims.

Why is bank information required?

• Providing your bank account details allows us to deposit the reimbursement directly into your account securely and efficiently.
• Please confirm with your bank that it accepts international payment transfers.

Is there an alternative way to get reimbursed without providing personal information such as passport and bank account details?

• Currently, providing your personal information is necessary for processing and validating reimbursements. Rest assured, your bank information will be handled confidentially and only used by our Risk department and the Accounting Officer to process your payment.

What if I paid in cash and do not have a receipt or invoice?

• We can only honor claims that have been substantiated with receipts or invoices. Please ensure to provide valid receipts or invoices for the expenses you are claiming.  Do not submit any screenshots of your statements or credit card statements. We require the receipt or invoice for substantiation and validation.

When can I expect a response to my claim?

• Due to a high volume of claims and questions, we are working hard to respond to all inquiries within 7 business days. Thank you for your patience.
• Once you’ve submitted your claim, you should receive an autoreply confirming that we have received your information.

How long does it take to receive my reimbursement once it is confirmed that my claim has been processed?

• We are processing claims in the order they are received, and once reviewed, the payment can take up to 7 business days.

What happens when my claim is approved?

• You will get an email confirming the claimed amount with the disclaimer that if no reaction is provided within 24hrs, the claimed amount in the email will be paid out.

Should I mail again if I do not receive an answer on my email?

• No, only in the event if you get an undelivered email message that your email has not been delivered, then it would mean that your email has not been received. Otherwise, your email has been received and is being addressed. We are processing all emails in the sequence that they have been received.

Is there a deadline for submitting my claims?

• Yes, the Key Cutoff Date for initial claim submittals is on November 15, 2024. Please ensure that your initial claim is submitted by this date. Claims submitted after November 15, 2024, will not be accepted.

  
  

Important Announcement:

Claims cutoff date: November 15, 2024