Nok Air, a Thai low-cost airline, has a restrictive cancellation policy that prioritizes flexibility for changes over refunds. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy:
- You can cancel any flight within 24 hours of booking and receive a full refund, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types (Nok Lite, Nok X-tra, Nok MAX) and aligns with U.S. DOT regulations for bookings in the U.S.
- After 24 hours, cancellations are generally not permitted, and refunds are not issued, except in specific cases outlined below.
General Cancellation Rules:
- Non-Refundable Tickets: Nok Air’s fares (Nok Lite, Nok X-tra, Nok MAX) are non-refundable after the 24-hour window. Instead of refunds, passengers can:
- Change Flight Details: Reschedule or postpone flights for a fee (THB 225/~USD 7 for domestic, THB 1,210/~USD 36 for international) at least 24 hours before departure (Nok Lite/Nok X-tra) or 3 hours for Nok MAX passengers. Fare differences may apply.
- Name Changes: Transfer tickets to another person for a fee (THB 750/~USD 22 for domestic, THB 1,210/~USD 36 for international), at least 4 hours before departure. A government-issued ID matching the new name is required.
- No-Show: If you miss your flight, the ticket value is forfeited, and no refund is issued.
- Route Changes: Changing destinations or routes is not allowed.
Airline-Initiated Cancellations:
- If Nok Air cancels your flight (e.g., due to technical issues or weather), you’re entitled to:
- A full refund, processed within 6–8 weeks, though delays have been reported (up to 2 months).
- Rebooking on the next available Nok Air flight at no extra cost. If no flight is available, the airline may arrange accommodation near the airport.
- Passengers report frequent cancellations with short notice (e.g., 2 days), causing inconvenience, especially for connecting travel plans.
- EU/UK flights may qualify for compensation (up to €600) under EC 261/2004 if canceled with less than 14 days’ notice, unless due to extraordinary circumstances (e.g., weather).
Special Circumstances:
- Medical Emergencies or Bereavement: Refunds or fee waivers may be granted with documentation (e.g., medical/death certificate), but approval is not guaranteed. Contact Nok Air directly.
- Travel Insurance: Nok Air’s Nok Sure Plan, offered via Muang Thai Insurance, may cover cancellations for unforeseen events. Claims must be filed with the insurer.
- Third-Party Bookings: If booked through agents (e.g., eDreams, MakeMyTrip), refunds depend on the agent’s terms, and service fees may be deducted even if Nok Air offers a full refund.
Cancellation Process:
- Phone: Call +1-877-240-6770 . Response times can be slow.
- Airport: Visit a Nok Air ticket counter at least 24 hours before departure.
- Third-Party Bookings: Contact the agent directly (e.g., MakeMyTrip, Alternative Airlines). Be aware of additional fees.
- Email: For cancellations or refund requests, email may be required at least 7 days before departure, but responses are reportedly slow.
Refund Processing:
- Refunds, when applicable, take 6–8 weeks and are issued to the original payment method. Passengers report delays, sometimes requiring chargebacks via credit card providers.
- Only taxes/fees may be refunded for non-refundable tickets after cancellation fees.
- Vouchers, if offered, are valid for 3 months and non-transferable.
Customer Feedback:
- Passengers frequently report issues with refund delays, poor communication, and unresponsive customer service (e.g., unanswered emails, long call center wait times).
- Frequent cancellations (e.g., 8 times in 2 years for some routes) and short-notice notifications frustrate travelers.
- Some suggest booking with other airlines or avoiding advance bookings with Nok Air due to unreliability.
