ARTICLE 11: REFUNDS
1. General
If, on the part of Carrier or at the request of the passenger, carriage in accordance with the contract of carriage is not provided refund for an unused ticket or unused portion thereof shall be made by Carrier in accordance with the following paragraphs of this Article and pursuant to the relevant tariff regulations:
a) Except as hereinafter provided for in this Article, Carrier shall be entitled to make refund either to the person named on the ticket, or to the person who has paid for the ticket, upon presentation of a satisfactory proof of such payment.
b) If a ticket has been paid for by a person other than the passenger named in the ticket, and the ticket indicates that there is a restriction on refund, Carrier shall make a refund only to the person paying for the ticket or to that person's order.
c) Except in case of lost or stolen tickets, refunds will only be made on surrender to Carrier of the passenger coupon or passenger receipt and surrender of all unused flight coupons.
d) A refund made to anyone presenting the passenger coupon or the passenger receipt and all unused flight coupons and holding himself out as a person to whom refund may be made under sub-paragraph a) or b) here above, shall be deemed a proper refund and shall discharge Carrier from any liability and from any further claim for refund.
2. Involuntary refunds
If Carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at a place to which the passenger is destined or ticketed to stopover, causes the passenger to miss a connecting flight on which the passenger holds a reservation, the amount of the refund shall be:
a) If no portion of the ticket has been used, an amount equal to the fare paid;
b) If a portion of the ticket has been used, the refund will be the higher of (I) the applicable fare for unused transportation from place of interruption to destination or place of next stopover (less any applicable discounts and charges), or of (II) the difference between the fare paid and the fare for the transportation used.
3. Voluntary refunds
If the passenger wishes a refund of his or her ticket for reasons other than those set out in paragraph 2 of this Article, the amount of the refund shall be:
a) if no portion of the ticket has been used, an amount equal to the fare paid, less any service charges or cancellation fees;
b) if a portion of the ticket has been used, an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the ticket has been used, less any service charges or cancellation fees.
4. Refund of lost or stolen tickets
If a ticket or portion thereof is lost or stolen, upon furnishing Carrier with satisfactory proof of the loss or theft and upon payment of an administration charge, refund will be made as soon as practicable, after expiry of the validity period of the ticket, on condition that:
a) the lost or stolen ticket, or portion of it, has not been used, previously refunded or replaced;
and
b) the person to whom the refund is made undertakes, in such form as may be prescribed by Carrier, to repay Carrier the amount refunded in the event of fraud and to the extent that the lost or stolen ticket or portion thereof is used by any person or that refund thereof is made to any person in possession of the ticket.
5. Right to refuse refund
a) Carrier is entitled to refuse a refund when application thereof is made later than six months after the expiry of the validity of the ticket;
b) Carrier may refuse refund on a ticket which has been presented to Carrier or to Government officials of a country as evidence of intention to depart there from, unless it is established that the passenger has permission to remain in the country or that he will depart there from by another carrier or another means of transport.
6. Currency
All refunds will be subject to Government laws, rules and regulations of the country in which the ticket was originally purchased and of the country in which the refund is being made.
Subject to the foregoing provisions, refunds will normally be made in the currency in which the ticket was paid for or in another currency, according to the Carrier's regulations.
7. By whom ticket refundable
a) Voluntary refunds will be made only by the carrier which originally issued the ticket or by its agent if so authorized.
b) Involuntary refunds will be made only by the carrier which originally issued the ticket.
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