Lion Air and its affiliate Thai Lion Air have distinct cancellation policies based on their terms and conditions. Below is a summary of the key points for each, focusing on passenger-initiated cancellations and airline-initiated cancellations, based on available information.
Passenger-Initiated Cancellations:
- 24-Hour Cancellation Rule: Passengers can cancel a flight within 24 hours of booking and receive a full refund, provided the departure date is at least 7 days away (168 hours or more). This applies to all fare types.
- After 24 Hours: Cancellations made more than 24 hours after booking or within 7 days of travel incur a cancellation fee, which varies based on fare type and timing. Non-refundable tickets may not be eligible for a refund unless special circumstances apply (e.g., medical emergency, military deployment), subject to airline discretion and documentation.
- No-Show Policy: Passengers who fail to show up for their flight without prior notification may lose the full ticket value and face penalties for future changes. Contacting Lion Air’s Reservation & Ticketing as early as possible is recommended to avoid penalties.
- Refund Process:
- Refunds are processed for unused flight coupons if purchased directly from Lion Air’s website, mobile app, call center, or ticketing offices. Tickets bought through travel agents must be handled by the agent.
- Refunds are valid up to 3 months after the travel date and may incur a nominal fee, which varies by condition. Refunds are returned to the original payment method within 7–10 working days, though some users report delays up to 14–45 days.
- For international bank accounts, refunds are processed in USD, SGD, or MYR.
How to Cancel:
- Phone: Contact Lion Air’s call center at +1-877-240-6770. Have your six-digit PNR ready. Note that call center response times can be slow, and international calls may incur costs.
- In-Person: Visit Lion Air’s airport ticket counters or ticketing offices.
- Note: The website may lack a direct cancellation link, requiring phone or in-person contact, which some users report as challenging.
Special Circumstances: Refunds or fee waivers may be granted for reasons like serious illness, death, or jury duty, provided satisfactory documentation is submitted and approved by the airline.
Airline-Initiated Cancellations:
- If Lion Air cancels a flight due to technical issues, weather, or other reasons, passengers are entitled to:
- Rebooking on the next available flight at no additional cost.
- A full refund if no suitable alternative flight is available.
- In some cases, accommodation near the airport if no flights are available.
- For cancellations due to extraordinary circumstances (e.g., volcanic eruptions), Lion Air offers refunds or rescheduling options per their policy. Affected passengers are notified, and safety is prioritized.
- Refunds for airline-initiated cancellations are processed without penalty, typically within 7–10 days, though delays have been reported.
Additional Notes:
- All fares are subject to cancellation charges as per the fare rules agreed upon during booking.
- Lion Air’s customer service has been criticized for slow responses and difficulty reaching agents, especially internationally. Email responses may take days, and phone lines can be congested.
- Refunds for non-refundable tickets are generally not permitted unless covered by the 24-hour rule or special circumstances.
