Ticket Refund Policies

Tickets purchased through Air Namibia website or Air Namibia Reservations refund may be requested for any fare that allows refunds. Depending on the rules of the fare purchased, a cancellation penalty may apply. Most fares are non-refundable, and are not eligible for voluntary refunds. However, the value of your ticket may be eligible to be applied toward the price of a new ticket for a fee.

The refund amount you will receive depends on several variables. For example, if the ticket has both refundable and non-refundable fares included, each fare will be considered individually. Tickets that are partially travelled will be calculated at a prorated amount based on the rules of the ticket purchased and segments flown. Fees and surcharges collected in conjunction with the ticket will only be refunded if applicable.

Select a section below for more information:

Travel agency tickets

Refunds for tickets issued through a travel agency should be processed through the issuing agency.

Paper tickets

Important information:

•  Refunds will be processed in accordance with the fare ruling on your ticket.
•  All refunds are subject to an administration fee.
•  The service fees charged are non-refundable.
•  Expired tickets have no refund value if presented after 12 months from date of original document issue. However, the additional collection on the re-issued ticket will be refundable within 12 months.
•  Service fees from South Africa and Namibia are VAT inclusive.
•  For further assistance, please contact your local Call Centre

Tickets issued by another airline

Refunds for tickets issued by another airline for Air Namibia flights should be processed through the issuing airline.

Reissued and partially-used tickets

The refund amount for reissued or partially used tickets will be based on the difference between the fare plus charges applicable to the originally issued ticket and the fare plus charges of the segments flown.

Reward$

Reward$ award tickets are subject to the fees or miles outlined in our Reward$ Terms and Conditions.

Reward$ mileage purchase

Purchased or transferred Reward$ miles are added to the receiving account immediately, and these transactions are non-refundable.

Reward$ upgrade service fees

Members will be charged the service fee when requesting an upgrade to Air Namibia business class. If for any reason the upgrade is not provided, the service fee will be refunded in conjunction with the re-deposit of the miles used to upgrade.

Delayed or cancelled flights

When complications such as weather, air traffic control, and mechanical delays occur, you may be eligible to request a refund for a ticket that would otherwise be non-refundable or have restrictions on refunds. In these situations, please submit a refund request.

If your flight is delayed two hours or more, and you would rather postpone your travel, please let us know, and we’ll waive any change penalties that may have applied to your ticket. You may also receive a travel credit or refund for the unused portion of your trip if you choose not to travel. If your trip involves a connection and you have made it to the connecting city, you may ask to return to your origin and receive a travel credit or refund if there are no other suitable alternatives. The amount and type of credit will depend on the fare and what portion of the ticket has been used.

Refund request for non-refundable tickets — unplanned event

Air Namibia will refund change fees and tickets in certain cases. All requests must be received before the expiration of your ticket and must be accompanied by proper documentation (see below). If the refund request is approved, a refund, minus a $45 USD Administration/processing fee, will be provided to the original form of payment. This policy applies in the case of illness or death of the traveller, traveling companion, or immediate family member, as well as customers actively on jury duty at the time of planned travel.

Change fee

In the event your travel plans need to change as a result of illness or jury duty, you will be required to pay the applicable change fee at the time of the change. Once charged, you may submit a request to have the change fee refunded (minus a $45 USD administration/processing fee).

Refund

Refunds (minus a $45 USD processing fee) will be provided in the event of death and, in some cases, illness and jury duty. This applies to all tickets, including revenue, Reward$ award tickets, promotional, bulk and net fares.

Documentation requirement and processing

In cases of death, a copy of the death certificate is required. Illness situations require a letter (on letterhead) from a licensed physician confirming that travel was not recommended due to the customer’s illness. If the request is due to the death or illness of an immediate family member, the request must contain the name of the family member and their relationship to you. Court duty refund requests require a copy of the court summons. All requests must be sent to Air Namibia refund for consideration. Requests directed through other departments (call centres, airport staff, etc.) will be referred to Customer Refund Services.

Surcharges and taxes

Surcharges, including fuel and insurance surcharges filed as YQ or YR, will follow the refund rule of the fare. If the fare is non-refundable, the surcharges are also non-refundable.

Lost paper tickets

In the event that you have lost your paper ticket, please cancel your booking and provide us with a brief explanation of your refund request and return your unused paper ticket(s) to the address below:

Refunds Department
Air Namibia PO Box 731
27 – 29 Dr. W Külz street
Air Namibia Building
Windhoek, Namibia
Phone :  +264 61 299 6000

You may submit your request by downloading and printing the lost ticket refund form, filling in the required information, and presenting it and the supporting document(s) at any Air Namibia ticketing location or by mailing it to the address on the form.

All refund requests are subject to audit and final approval by the Air Namibia Refund Department. All refunds are credited to the form of payment of the original ticket. Please allow 90 days for processing of lost ticket claims.

Other refund policies

To learn about refund eligibility for fee payments, expand a section below for more information:

Baggage service fees

Baggage service fee refunds may be requested if you have paid for one or more checked bags and don’t travel as a result of a cancellation, change in schedule or schedule irregularity caused by Air Namibia.

Booking service fees

The reservation booking service fee is non-refundable.

Day-of-departure upgrades

Cabin upgrade fees are generally non-refundable, but if a flight for which an upgrade fee has been paid is affected by a schedule change, cancellation or over sale, and you cannot be accommodated in Air Namibia business class on a later flight, you may request a refund of the fees paid for the upgrade.

Premium Economy seating

There are certain scenarios where you may be re-accommodated in a seat other than the one you’ve purchased, such as in instances of irregular operations, a last minute aircraft change or an oversell. In these cases, you will be issued a new boarding pass. If you find that you have not been re-accommodated in a seat of similar or greater value, fees paid for the seat will usually automatically be refunded. In the event a new boarding pass is not issued, however, you may request a refund for your Economy Premium purchase.