This refund policy applies to passengers who have bought their tickets directly from PassionAir (PassionAir sales offices, website, mobile app or contact centre). It does not apply to passengers who bought their tickets via a travel agency or any other third party.

Refund Eligibility
You may claim a refund for the entire or part of your PassionAir tickets depending on the rules and conditions of the ticket bought.

PassionAir has 4 fare groups and each has its own fare rules and conditions concerning refunds. The applicable refund charges are described below:

Fare Groups

Up to 4hrs before departure time

From 4hrs before departure time

Promo

Non-refundable

Bronze

GHS 30

GHS 100

Silver

No Charge

GHS 100

Gold

No Charge (up to 2hrs before departure)

GHS 100 (From 2hrs before departure)

Requesting a refund
PassionAir tickets are valid for 6 months and refunds may only be requested within that validity period. No refund shall be given for expired tickets i.e. tickets whose validity has expired. The validity period of a ticket starts on the day of purchase.

Channels for requesting for a refund
Passengers may request for refund via the following channels:

  • In person at our sales offices in Accra, Kumasi and Tamale. Please note that refunds CANNOT be requested or processed at our airport offices.
  • By email to concerns@flypassionair.com
  • By calling our contact center on toll free number 0800 221 221 (6am – 6pm GMT Daily). If you are contacting us from outside Ghana kindly dial +233 302 739 898 (International call charges apply).

Information to be provided when requesting a refund
The information required to request for a refund varies depending on the payment method used:

  • Cash
    Passenger’s Full Name:
    PNR:
    Email Address:
    Mobile Number:
    Reason for refund:
  • Mobile Money
    Passenger’s Full Name:
    PNR:
    Mobile Wallet Number – number used to make the payment
    Transaction Id:
    Date of transaction:
    Reason for refund:
  • Online Card (Visa/MasterCard)
    Passenger’s Full Name:
    PNR:
    Card number – first 6 digits and last 4 digits. Eg: 478523XXXXXX1234
    Date of transaction:
    Reason for refund:

Processing of refunds
PassionAir shall endeavour to process refund requests within 5 working days after receipt of the request. This period is necessary to carry out all the administrative tasks needed to refund a ticket. This may involve dealing with third-party service providers such as payment processors, fintech companies, telecommunications/mobile money companies and banks.

When a refund is processed, the ticket shall be cancelled and the refund amount made available for payment. Please note that refunds may attract penalties and fees depending on the rules of the fare bought and the time of requesting the refund. In determining the time of the request, the date and time of the request shall be used regardless of the date/time of response to the request.

Once a ticket has been processed for refund, the process cannot be reversed.


Important Note:
After a refund request is received, PassionAir shall reply and communicate to the passenger a date on which the refund will be ready for collection. There shall be no further communication once the refund date has been confirmed.

After a refund request is received, PassionAir shall reply and communicate to the passenger a date on which the refund will be ready for collection. There shall be no further communication once the refund date has been confirmed.

Payment of refunds
PassionAir shall endeavour, as much as practicable, to pay refunds through the same channel used to purchase the ticket. PassionAir however, reserves the right to vary the refund mode of payment when the need arises.

  • Cash
    Cash refunds are paid at our sales offices.

(Please note that this does not apply to airport offices. Refunds cannot be requested, processed or paid at our airport offices).

Important Note:

• Passenger MUST present a valid national ID to collect a cash refund. Acceptable IDs are National ID card (Ghana card), driver’s license, passport and voter’s ID.

• Collecting a cash refund on behalf of a third party
Any person collecting a cash refund on behalf of the actual passenger MUST present an authority note signed by the actual passenger and a copy of his/her ID. The party collecting the refund MUST also present a valid ID.

• A copy of the ID will be made and kept for records and audit purposes.

  • Mobile Money
    PassionAir shall endeavor to pay for refund of tickets bought by mobile money through the same medium.


Important Note:

PassionAir shall STRICTLY pay refunds to the mobile money wallet that was used to purchase the ticket regardless of the details on the ticket i.e. passenger details or phone number. PassionAir shall not be liable for any dispute arising from any refund sent to the mobile wallet used to pay for the ticket. Passengers who used third party mobile wallets or merchants to buy their tickets shall be responsible from collecting their refunds from these parties.

  • Card (Visa/MasterCard) Reversal
    Ticket bought using cards (Visa/MasterCard) online shall be refunded through the same medium. After receipt of the refund request, PassionAir shall initiate the refund within 5 working days with its acquiring bank (the payment processor).

Passengers are advised that the process by the acquiring bank and the cardholder’s bank may take up to 21 working days before the customer’s bank account is credited with the refund amount.

PassionAir, unfortunately, does not have any control over that process. Customers are advised to check with their bank to ensure their account is credited.

Important Note:

Passengers must also note that all PassionAir fares are in Ghana Cedi and all payments received are in Ghana Cedi.
Customers using foreign currency denominated cards are debited the equivalent of the fare in their local currency at the bank rate on the day of the transaction.

PassionAir receives the amount in Ghana Cedi. When refunding a ticket, PassionAir refunds the Ghana Cedi amount which is then converted using the bank day’s exchange rate and credited to the cardholder’s account.

Due to exchange rate fluctuations the amount credited may vary from the amount paid in the original currency. PassionAir CANNOT be held liable for any currency fluctuation and the amount that is eventually credited to the cardholder’s account.