What if I can’t travel on my Secret Fare due to illness or a medical emergency?

What if I can’t travel due to illness or a medical emergency?

Can I get a refund if I’m unable to travel due to illness?

Secret Fare tickets are normally non-refundable and cannot be changed or cancelled once booked.

However, we understand that serious illness, injury, hospitalisation or other medical emergencies can sometimes prevent travel. In these situations, we may be able to review a refund request for unused Secret Fare tickets on a case-by-case basis.

What do I need to provide?

To request a review, please contact Seatfrog Support and provide:

• Your Secret Fare booking reference(s)
• The email address used when booking
• Supporting medical documentation dated around the time of travel

The documentation must include:

• The passenger’s name
• Confirmation that the passenger was unable to travel on the booked date

Important

• Refund requests are considered only for wholly unused Secret Fare tickets
• We may need to wait until after the scheduled journey has passed to verify the ticket was not used
• Providing documentation does not guarantee a refund
• Each request is assessed individually

How do I contact support?

Please email help@seatfrog.com