# Adjustment to Tax Refund Policy for Selected Airlines

In response to ongoing uncertainty in tax refund processing performance across certain airlines, which has impacted the efficiency and reliability of refund operations, Atlas is implementing adjustments to its tax refund handling policy for the affected carriers.

#### Background 

Based on operational experience, the following airlines have consistently demonstrated challenges in handling tax refund requests. These include, but are not limited to: 

* Lack of response over extended periods 
* Rejection of requests initiated by non-passenger parties (eg. Agents or OTAs) 
* Inability to provide critical status confirmations such as “no-show”   

Such limitations significantly affect the processing of post-departure tax refund requests, resulting in unpredictable turnaround times and reduced operational reliability. 

#### Affected Airlines 

The following airlines are impacted by this policy adjustment: 

* **Thai Vietjet Air (VZ)**  
* **Cebu Pacific Air (5J)**  
* **Cebgo (DG)**  
* **Eurowings (EW)** 

#### Effective Date 

This policy adjustment **will take effect from 13 April 2026.** 

#### Policy Changes 

**Suspension of Tax Refund Services** 

Atlas will suspend tax refund handling services (including post-departure tax refund processing) for the airlines listed above.

**Scope of Application** 

* **New tax refund requests** \
  Tax refund requests for the affected airlines will no longer be supported.  
* **Existing but incomplete refund cases** \
  These cases will continue to be followed up on a best-effort basis. However, no service level commitment (SLA) can be guaranteed in terms of processing time or outcome.

#### Disclaimer of Responsibility 

Atlas **will not be held responsible for delays, failures, or inability to process tax refunds due to airline-related issues**. If you wish to request a tax refund, **we recommend contacting the airline directly**. 

If a refund is successfully obtained directly from the airline and credited back to your Atlas account, you may submit a Refund Claim via ATRIP. Upon confirmation of receipt, Atlas will credit the amount to your account accordingly. 

For further guidance, please refer to: 

* [How to claim a refund from an airline via Atlas](https://resources.atriptech.com/popular-topics/post-booking/refund/refund-claim-through-atlas-after-completing-the-refund-request-with-the-airline)  
* [Atlas Refund Service Scope](https://resources.atriptech.com/popular-topics/post-booking/refund/atlas-refund-service-scope) 

#### Risk Advisory 

Tax refund processing for the affected airlines relies heavily on manual workflows, including email-based communication and manual status verification. This introduces a high degree of uncertainty and variability in processing outcomes. 

To minimise prolonged case backlogs and potential disputes, Atlas has implemented this policy change in line with its commitment to operational consistency and service reliability. 


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