How to apply for the refund?

1. Log into “My Agent” – “Flight Tickets” – “Booking #” – “Edit order” – “Ticket Refund.”
2. Fill in the application fields.
3. Upload the required documents.
4. Press “Send Request”.
5. When you receive Customer Support agents's reply on your email, confirm your acceptance of the refund conditions. If refund permitted only with the advance payment of the service fee, there will be displayed the amount, payment method and payment deadline. If the payment deadline has expired, press “Repeat Calculation” and wait for a new one.
   The request will be processed during 72 hours.

To refund the ticket, passenger may need additional documents:

• Cancellation or 3+ hour delay of flight: together with the refund application, an official confirmation of the delay/cancellation of flight is needed; passenger can get it at the airline representative at the airport.
• Decline of visa issuance: you should attach the passenger's decline confirmation to the refund application, the photocopy of the first page of passenger's passport, the photocopy of the passenger's passport page with the decline stamp. The full refund application caused by visa declination should be submitted no later than 24 hours before departure of the first segment of flight.
• Sickness/death of the passenger or his/her family relation who was supposed to travel together with the passenger: to the application you should attach the passenger's medical/death certificate*, the document which confirms the fact of family connection between the passengers.
• No-show or missing of the flight (if the seats have not been cancelled by the airline or the Ctn.ttnbtm.com agent at the passenger's request before departure): the fact of missing or no-show of the passenger should be indicated as the refund reason.

Please note that a refund that has to be approved by the airline takes longer to process. In this case the consideration of the refund request and the refund of costs may take 1 to 3 months.

Please remember that passenger's ticket will be cancelled only after you have agreed to the terms of cancellation and service fee payment (if it is required for cancellation). Passenger's ticket will remain unchanged and his/her seats will be reserved until you agree!

When creating a request for a refund on the day of a ticket purchase, you will be calculated a refundable ammount without any airline fines. The refund will be made after you confirm the indicated amount and in accordance with the airline decision.

If the airline does not confirm the possibility for the refund without penalty, you can request for the refund according to the tariff rules.

The service fee for the refund service and payment margins are non-refundable.

Exceptions:

• if the payment of the service fee is not required for ticket cancellation and the rules of the rate allow for the full ticket cost to be refunded (with the deduction of the payment system's surcharge), your confirmation will not be needed. The cancellation request will be accepted for processing.
• if ticket cancellation is requested because of flight cancellation/3+ hour delay; visa denial; illness/death of the passenger or a close relative and if the cancellation request form is filled out correctly and all the required confirmative documents are attached, ticket cancellation takes place right after the application is considered. The seats will no longer be reserved.

The refund amount is calculated at the exchange rate of the day when the passenger applied for refund.

Requirements to the medical certificates

The documents confirming the passenger's involuntary refusal from travelling:

• the original of the certificate from medical institution;
• the original of the certificate from airport's medical center;
• the photocopy of the doctor's certificate.

Original of the certificate from medical institution should include:

• clear and legible name of the institution;
• institutions seal;
• clear and legible position and full name of the doctor who issued the certificate;
• signature of the doctor who issued the certificate;
• signature of the chief physician of the institution or the department;
• date of certificate's issuance;
• consistency between the dates of sickness printed in the medical document and travel. In case of variance, the “flight is not recommended on the given dates" should be written in the diagnosis.

Original of the certificate from airport's medical center should include:

• medical center's name;
• medical center's seal;
• easily readable job position and full name of the doctor who issued the certificate;
• signature of the doctor who issued the certificate;
• date of certificate issuance;
• consistency between the dates of sickness printed in the medical document and travel.

The photocopy of the doctor's certificate confirming the involuntary cancellation should be signed and sealed by the authorized representative of the airline at the airport or by the notary public.

Please attach the copies of the mentioned documents to the application. The airline companies do not accept the applications without confirming documents.

When a passenger applies for the refund to the Ctn.ttnbtm.com company on the territory of Ukraine, to the medical certificate should be added its notarized English or Ukrainian translation.

When a passenger applies for the refund to the Ctn.ttnbtm.com company from abroad, to the medical certificate should be added its notarized English or Ukrainian translation.

In the case of fraud, the passenger's documents can be passed to the Ukrainian police in order to lay criminal/civil charges under the laws of Ukraine.