How can I apply for an Illness/Death refund via Atlas?

Illness/Death refunds can be initiated via ATRIP.

Refund Path：

ATRIP -> Bookings -> My Bookings -> Booking Details ->Cancel & Refund

Refund Process：

1. Click the "Cancel & Refund" button.

2. Select the specific passengers and segments you want to refund then click the "Atlas Refund" button.

3. According to the page instructions to choose "Special Refund", then select "Illness/Death Refund", upload relevant supporting documents, and finally click the "Confirm" button to submit the refund application.

You can refer to the following information to prepare the required documentation for medical refund/death-related refund applications:

1） Illness Refund must include at least the following materials:

a. Clear photo of the passenger’s passport information page.

b. Photo of medical certificate issued by medical institution, which must explicitly include:

• Medical diagnosis conclusion

• Signature of the attending physician and the institution’s official stamp

• Clear indication of the medical judgment that the passenger lacks the ability to travel during the scheduled travel dates

2）Death Refund must include at least the following materials:

a. Clear photo of the passenger’s passport information page.

b. Photo of the death certificate issued by the relevant authority.

Note: If a relative submits the Illness/Death Refund application on behalf of the passenger, proof of relationship (e.g., family certificate) must be provided. If other travelers in the same booking need to cancel, their passport information photos must also be submitted.

4. Once submitted successfully, the refund information below will be displayed, and the refund request will be added to the refund queue for processing by the Atlas operations team.