How do I refund or change a plane ticket?
Pick the right channel based on where you bought the ticket, then complete the refund or change yourself, step by step.
Short answer
Start with the Fare Rules page on your ticket to see whether a refund or change is allowed. If you bought from the airline, open My Reservations with your PNR and surname, then choose Change or Cancel / Refund. If you bought from an agency, start in their My Tickets section. Approve the penalty and fare difference shown on screen, pick the refund method, and keep the confirmation email.
What you need
Step by step
Read the fare rules
Open your ticket on the airline's site and follow the "Fare Rules" or "Ticket Rules" link. It states whether your fare class is refundable and whether changes are permitted. Promotional fares often allow only taxes and charges to be returned, so know your entitlement before you start.
Choose the right channel
If you bought directly from the airline's website or call centre, handle everything through the airline. If you bought from an agency, tour operator or comparison site, the airline will usually refuse the request, so open the refund or change from the seller's "My Tickets" or "Support" section.
Open your booking
On the airline's site, go to "My Reservations" or "Manage My Flight" and sign in with your PNR and surname. In the mobile app the same area usually sits under a "My Trips" tab. Under the flight card you will see "Change" and "Cancel / Refund" buttons.
Decide between a change and a refund
If you already have a new date, take the "Change" path; the system calculates the change fee together with the fare difference for the new flight. If your date is uncertain, use "Cancel / Refund" to ask for your money back, or weigh the airline's flight credit or open ticket option.
Confirm the amount on screen
The summary screen shows the cancellation penalty, service fee and the amount to be refunded. Check the figures and flight details line by line, then press "Confirm" or "Complete Transaction". You can still back out before confirming; after confirmation most transactions cannot be reversed.
Pick the refund method
If you paid by card, the refund normally goes back to the same card and this cannot be changed on most screens. If you paid by bank transfer or another method, enter an IBAN matching the account holder's name in the "Refund Details" field. Choose flight credit only if you will fly the same airline again.
Document a special circumstance
For illness, bereavement or a similar unavoidable situation, apply through the "Refund Request Form" or "Customer Relations" section instead of cancelling online. Upload your document and briefly explain the link between the event and the ticket; some airlines waive the penalty in these cases.
Track it and escalate if needed
Keep the cancellation or change confirmation email, and follow the refund on your card statement or account activity. If the airline does not respond within a reasonable time, submit its "Complaint / Feedback" form; if that leads nowhere, take the case to the civil aviation authority and the consumer arbitration board.
Tips
Watch out
The most common mistake is asking for a refund after departure time. Once the aircraft has left, the ticket is usually treated as a no-show and refund rights largely disappear. The moment you know you cannot travel, cancel the ticket or open the change request instead of waiting for the flight time.
Frequently asked questions
+Can I refund a promotional ticket?
Most promotional tickets are sold as non-refundable, so the fare itself is not returned. You can still declare that you will not travel and request a refund of the taxes and charges.
+Can the airline refund a ticket I bought from an agency?
Usually not. The ticket is tied to the agency's record, so the airline will not process it; you have to open the request through the agency that sold it.
+Can I change the passenger name and give the ticket to someone else?
Name changes are not possible on most airlines for domestic or international tickets. A simple spelling correction can normally be requested from the My Reservations screen or the call centre.
+Why is my refund slow to appear on my card?
After the airline approves the refund, the amount still passes through the bank and card scheme processes. Get the airline's refund confirmation letter and ask your bank to check the status.
+What should I do if the airline cancelled the flight?
You can request a full refund without any penalty, or a free change to a suitable flight. Keep the airline's cancellation notice and base your request on it.
Sources and verification
Last verified: 13 Eylül 2026. tell us. Written for travel in Türkiye: the escalation path runs through the airline's complaint form, then the Directorate General of Civil Aviation and the consumer arbitration board.
This content is for information only; for official procedures the relevant institution’s current announcements take precedence. Details: disclaimer.