This article explains standard refunds for bookings and airline tickets.

It does not apply to claims or protection services (such as ConnectSure or refundable booking), which follow a separate process.

Refunds depend on what part of your booking you are requesting a refund for and how your booking was processed.

Your booking may include:

• Airline tickets
• Dohop services
• Optional extras

Each of these may follow a different refund process.

Who handles my refund?

In most cases, the airline is responsible for flight ticket refunds.

However, in some cases, Dohop has to and will:

• Process the refund directly, or
• Request the refund from the airline through internal channels

If Dohop receives a refund from the airline, it will be forwarded to you as soon as possible.

How do I request a refund?

For airline tickets

We recommend starting with the airline:

• Go to the airline’s website
• Log in to Manage My Booking
• Follow their refund process

The airline will decide:

• If a refund is available
• The amount refunded
• The method (cash, credit, or voucher)

If you are unsure who to contact

If you are unsure whether the airline or Dohop should handle your refund:

• Contact us, and we will guide you based on your booking

What if the airline tells me to contact Dohop?

This can happen in some cases.

If the airline refers you to Dohop:

• Contact us with your booking details
• We will review your case and assist with the next steps

If needed, we may request the refund from the airline on your behalf.

For protection services (such as ConnectSure)

If your request is related to a protection service, such as ConnectSure, you should contact Dohop directly.

• Contact us using WhatsApp, Messenger, our chatbot, or phone support
• Our team will guide you through the next steps

Protection-related requests are handled separately from standard airline refunds.

How does the refund process work?

The refund process depends on your situation:

If you cancel your flight

• Refund eligibility depends on the airline’s fare rules

If the airline cancels your flight

• You may be offered a refund or rebooking
• This is usually handled by the airline

If your journey is disrupted

• Refunds depend on:
  • Airline policies
  • Any protection services included in your booking

How will I receive my refund?

All refunds are processed:

• Back to the original payment method used when booking
• In line with payment security requirements (PCI compliance)

We're not able to issue refunds to a different card or payment method.

Refund timing

Refund timelines can vary depending on:

• The airline
• Payment providers
• Bank processing times

Once Dohop receives the funds, they are passed on to you as soon as possible.

Important to know

• Refunds depend on the terms of your booking
• Not all tickets are refundable
• Airlines and Dohop may both be involved in the process
• Refunds are always returned to the original payment method

Need help?

If you need help with a refund or are unsure what to do next, contact us via:

• WhatsApp
• Messenger
• Our chatbot
• Phone support

We’ll help guide you based on your booking.