Voluntary Refund Policy

PassionAir Voluntary Refund Policy

This refund policy applies to passengers who have bought their tickets directly from PassionAir (PassionAir sales offices, website, mobile app or contact center). 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 vary 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 endeavor 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.

 

Payment of refunds

PassionAir shall endeavor, 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).

 

  • Mobile Money

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

 

  • 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.