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1. Can I cancel my flight booking and be eligible for a refund?

You may check if the ticket is refundable via your order details before and after checkout as shown below: 

1. To check your flight details before checkout:

1. To check your flight details after checkout:

All refund requests shall depend on the policies and approval of the applicable airline and need to be submitted at least 72 hours before the departure of the applicable flight. If you would like to submit a refund request, kindly contact Shopee Customer Service for further information and assistance.

A non-refundable administrative fee of SGD$18 shall be charged by Airpaz for any cancellation.

⚠️ Note

The applicable airline may also charge an additional cancellation fee, which in some cases may be 100% of the booking.

In the event that your cancellation and refund request is accepted by the applicable airline, Airpaz will issue you a refund in the amount as determined by the applicable airline at its sole discretion. The refund may be in one of two forms (at Airpaz' discretion):

  i) Refund in voucher

1. You will receive a digital voucher via email that you can apply for your next purchase on Airpaz website or app only.The Refund Voucher will be valid for 1 year from the date of issuance and for single use only. Any remaining balance in the Refund Voucher after usage shall not be refunded to you in any way.

  ii) Refund in Cash

1. Your refund in cash will be deposited to your account according to your payment method. For example, if you pay via credit card/debit card, the refund will be deposited back to your card’s account.
2. A refund administrative fee may be charged depending on the applicable airline.

Please note that if you have used a voucher or coins, the amount will not be returned or refunded.

For further information and assistance, you may contact Shopee Customer Service directly.

2. How long would it take to process my refund request?

The processing time for refund requests will be between 45-180 days from the date of such refund request’s submission by you, subject to the policies of the applicable airlines.

3. What happens if my flight is cancelled by the airline?

If your flight is cancelled, the airlines/Airpaz will contact you regarding the available options. The airlines/Airpaz may:

1. Offer you the earliest rescheduled flight date and timing on another of the same airline's flight subject to availability; or
2. Offer you an option to reschedule your flight without any additional charges, dependent on your booking date; or
3. Issue a refund in the amount as determined by the applicable airline at its sole discretion, in the form of a Refund Voucher for future travel with a one (1) year validity from the date of issuance and for single use only, where any remaining balance in such Refund Voucher after usage shall not be refunded to you in any way; or
4. Credit the refundable amount according to your original mode of payment if you opt for a cash refund. A non-refundable administrative fee will be charged by the applicable airline (Refundable amount as determined by the applicable airline at its sole discretion minus administrative fee).

4. Can I cancel or reschedule my flight after check-in?

You are not allowed to make any changes after check-in online or at the airport.

5. Can I make changes or cancel my flight reservation due to COVID-19?

Any changes you wish to make to your booking is dependent on the approval and policies of the applicable airline. Due to the ongoing impact of COVID-19, certain destinations continue to impose and modify restrictions on travel. Please check to see whether your destination has any travel restrictions prior to booking with Shopee.