Voluntary Refund
This refund policy applies only to passengers who have purchased their tickets directly from PassionAir, including through our sales offices, website, mobile app, or contact center. It does not apply to tickets purchased through travel agencies or other third parties.
Refund Eligibility
Requesting a refund
PassionAir tickets are valid for 6 months and refunds may only be requested within that validity period. No refund shall be given for expired tickets i.e. tickets whose validity has expired. The validity period of a ticket starts on the day of purchase.
Channels for requesting for a refund
Passengers may request a refund via the following channels:
- In person at our sales offices in Accra, Kumasi, and Tamale. Please note: Refunds CAN NOT be requested or processed at our airport offices.
- Email to concerns@flypassionair.com
- Call our contact centre on the toll-free number 0800 221 221
(Monday to Saturday: 6 am – 8 pm & Sunday: 5 am – 9 pm).
If you are contacting us from outside Ghana, kindly dial +233 302 739 898 (International call charges apply).
Information to be provided when requesting a refund
Cash
- Passenger’s Full Name
- Booking Reference
- Email Address
- Mobile Number
- Reason for refund
Mobile Money
- Passenger’s Full Name
- Booking Reference
- Mobile Wallet Number – number used to make the payment
- Transaction Id
- Date of transaction
- Reason for refund
Online Card (Visa/MasterCard)
- Passenger’s Full Name
- Booking Reference
- Card number – first 6 digits and last 4 digits. Eg: 478523XXXXXX1234
- Date of transaction
- Reason for refund
Processing of refunds
PassionAir tickets are valid for 6 months, and refunds may only be requested within that validity period. No refund shall be given for expired tickets i.e., tickets whose validity has expired. The validity period of a ticket starts on the day of purchase.
Cash
PassionAir tickets are valid for 6 months, and refunds may only be requested within that validity period. No refund shall be given for expired tickets i.e., tickets whose validity has expired. The validity period of a ticket starts on the day of purchase.
Mobile Money
PassionAir shall endeavour to refund tickets bought with mobile money through the same medium.
Important Note:
PassionAir shall STRICTLY pay refunds to the mobile money wallet used to purchase the ticket, regardless of the details on the ticket, i.e., passenger details or phone number. PassionAir shall not be liable for any dispute arising from any refund sent to the mobile wallet used to pay for the ticket. Passengers who used third-party mobile wallets or merchants to buy their tickets shall be responsible for collecting their refunds from these parties.
Online Card (Visa/MasterCard)
Ticket bought using cards (Visa/MasterCard) online shall be refunded through the same medium. After receipt of the refund request, PassionAir shall initiate the refund within 5 working days with its acquiring bank (the payment processor).
Passengers are advised that the process by the acquiring bank and the cardholder’s bank may take up to 21 working days before the customer’s bank account is credited with the refund amount. PassionAir, unfortunately, does not have any control over that process. Customers are advised to check with their bank to ensure their account is credited.
Important Note:
Passengers must also note that all PassionAir fares are in Ghana Cedi and all payments received are in Ghana Cedi. Customers using foreign currency denominated cards are debited the equivalent of the fare in their local currency at the bank rate on the day of the transaction. PassionAir receives the amount in Ghana Cedi. When refunding a ticket, PassionAir refunds the Ghana Cedi. The amount is then converted using the bank day’s exchange rate and credited to the cardholder’s account. Due to exchange rate fluctuations, the amount credited may vary from the amount paid in the original currency. PassionAir CANNOT be held liable for any currency fluctuation and the amount that is eventually credited to the cardholder’s account.