FlyOne Airlines, a Moldovan low-cost carrier, has a restrictive cancellation policy that varies by fare type and timing, with limited refund opportunities for most tickets. Below is a concise overview based on the latest information from FlyOne’s official website and other reliable sources:
Within 24 Hours of Booking: You can cancel any FlyOne booking within 24 hours of purchase for a full refund without a cancellation fee, provided the flight departs at least 7 days later (168 hours from booking). This applies to all fare types (Light, Lite, Standard, Standard Fare, Loyal, Advantage) and aligns with the Airlines Reporting Corporation (ARC) for U.S. bookings.
After 24 Hours:
- Light and Lite Fares: Non-refundable and non-changeable. Cancellation results in no refund or credit for the fare amount, administration fees, or additional services (e.g., baggage, seat selection). Only unused airport taxes and fees may be refunded, subject to separate refund conditions per flight segment.
- Standard Fare: Non-refundable but allows cancellations with a refund after a €30 penalty fee per passenger per flight segment, if cancelled before departure. No refunds are issued for no-shows. Administration fees and additional services are non-refunded able.
- Loyal Fare: Partially refundable, offering 50% of the fare value as a refund if cancelled before departure, minus a cancellation fee (specific amount not detailed, typically €30–€50). Refund conditions apply separately per passenger and flight segment. No refunds for no-shows.
- Advantage Fare: Refundable with a €80 penalty fee per passenger per segment if cancelled before departure. No refunds for no-shows. Administration fees and additional services are non-refunded able. Infants (0–23 months) without seats are refunded for free across all fares.
- Cancellation Fees: After the 24-hour window, fees range from €30–€80 for refundable fares, with no refunds for non-refunded able fares. Additional services and administration fees are non-refunded able across all fare types.
No-Show Policy: If you fail to cancel or board before departure, the ticket is non-refunded able, and the entire itinerary, including return flights, is cancelled. A no-show penalty may be applied, and no refunds or credits are issued, except for unused taxes on eligible fares
Airline-Canceled Flights: If FlyOne cancels your flight, you’re entitled to:
- A full refund of the ticket price to the original payment method, processed within 7 days for credit cards or longer for cash payments. Vouchers are only issued if you explicitly accept them and are not recommended due to short expiry dates.
- Rebooking on the next available FlyOne flight at no extra cost. If no suitable flight is available, FlyOne may arrange alternative transportation or offer a refund.
- Compensation under EU Regulation 261/2004 for flights departing from EU airports, if cancelled with less than 14 days’ notice and not due to extraordinary circumstances (e.g., weather, air traffic control strikes). Compensation ranges from €250–€600 per person, depending on flight distance (≤1,500 km, 1,500–3,500 km, >3,500 km). No EC 261 protections apply for non-EU departures landing in the EU, requiring checks for local laws.
- Documented expenses for delays or cancellations, such as hotel accommodation up to €70 and meals up to €100), if claimed with receipts.
Special Circumstances:
- Medical Emergencies or Death: Refunds may be granted for forced cancellations due to sudden illness of the passenger or a family member, or death, with medical or death certificates. Submit documentation via the “Contact Us” form on flyone.eu or the call center.
- Visa Denials: If a visa is denied, refunds are processed per the applicable fare rules. Non-refunded able fares may not qualify, so check fare conditions at booking.
- Flight Delays or Cancellations: For delays of 6+ hours, FlyOne offers €15 per hour compensation. For cancellations, documented expenses (e.g., €70 for accommodation, €23 for meals) may be reimbursed with proof.
How to Cancel:
- By Phone: Call +1-877-240-6770, or regional numbers. Provide your booking reference and ticket number (starting with 5F).
- At Airport: Visit a FlyOne ticket counter or check-in desk with booking details.
- Through a Travel Agent: For bookings made via agencies, cancellations and refunds must be handled by the agent, as FlyOne’s online system does not process third-party bookings.
- Confirmation: A cancellation confirmation is sent via email. Ensure contact details are updated to verify receipt.
Refund Process:
- Refunds for eligible cancellations (e.g., within 24 hours, airline cancellations, or refundable fares) are processed to the original payment method within 7–30 days. Non-refunded able fares may only refund unused taxes/fees.
- Submit refund requests via the “Contact Us” form on flyone.eu, including booking details and documentation for special circumstances. For agency bookings, contact the agent directly.
- Travel credits (if issued) are valid for one year, non-transferable, and subject to fare rules.
Additional Notes:
- Fare Restrictions: Light and Standard fares are highly restrictive, with no changes or refunds allowed except for taxes. Loyal and Advantage fares offer limited flexibility. Always review fare rules at booking.
- Criticism: Passengers report poor customer service, with unresponsive emails and call centers, and dissatisfaction with travel credits instead of cash refunds for airline cancellations.
- EU Passenger Rights: EC 261 applies to EU departures, providing compensation and care (e.g., meals, accommodation) for disruptions within FlyOne’s control. Non-EU flights may lack similar protections.
- Travel Insurance: Recommended for flexibility, as most FlyOne fares are non-refunded able. Some credit cards offer cancellation coverage.
