Airline or insurer: who to contact, and for what
It helps to distinguish between two parties, because their logic differs. The airline applies, above all, the conditions of sale of the ticket you bought: a non-refundable fare does not become refundable simply because a health problem arises, even though some airlines offer, on a case-by-case basis, a voucher, a rebooking or a refund of airport taxes only. Policies vary considerably from one airline to another and according to the fare class.
Travel cancellation insurance, by contrast, is designed precisely for this kind of unforeseen event. Taken out separately, included in a travel package or attached to a payment card, it may cover amounts that cannot be recovered from the airline, within the limits set out in the contract. So a refund request on medical grounds most often goes to the insurer, with the airline mainly serving to formalise the cancellation of the ticket.
In practice, many travellers combine the two steps: cancelling with the airline, then filing a claim with the insurer for the amounts still outstanding.
- The airline refers to the fare conditions (terms of sale) of your ticket.
- Cancellation insurance covers non-refundable costs, depending on the contract.
- A premium payment card may include cancellation cover: check its conditions.
- The two steps are often complementary, not alternatives.
Documents generally expected
The exact requirements are always set out in your insurance contract or in the airline's conditions, but certain documents appear almost systematically in a cancellation claim on health grounds. Gathering them early avoids back-and-forth and processing delays.
A file frequently includes the following items:
- A medical certificate confirming that your state of health is incompatible with travelling on the planned date, without necessarily detailing the diagnosis, which is protected by medical confidentiality.
- Proof of booking and payment for the trip (ticket, confirmation, invoice).
- Proof of cancellation with the airline or provider, including any fees withheld.
- The insurer's claim declaration form, duly completed.
- The traveller's contact details and identity documents.
- Where applicable, additional supporting documents (prescription, report) that only the insurer may require, in line with confidentiality rules.
Cancellation certificate and fitness-to-fly certificate: do not confuse them
This is the most common confusion, and it can cost time. The two documents meet opposite needs.
The travel cancellation medical certificate confirms that, on a given date, your state of health does not allow you to travel as planned. It is used to justify the cancellation to the insurer or the airline. This is the document expected in the vast majority of refund requests on medical grounds.
The fitness-to-fly certificate states the opposite: it confirms that you are fit to board a flight. An airline may request it in particular situations, for example late in pregnancy, after a recent procedure, or when your apparent condition raises a question at boarding. Its purpose is to allow you to travel safely, not to cancel.
In concrete terms: if you want to give up the flight for health reasons, you need a cancellation certificate. If the airline requires confirmation that you can fly, you need a fitness-to-fly. Requesting the wrong document is a frequent cause of an incomplete file.
- Cancellation certificate: I am cancelling, my condition prevents me from travelling.
- Fitness-to-fly: I am travelling, I confirm I am fit to board.
- The right one depends on your situation and on exactly what the airline or insurer asks for.
Where to check before starting a claim
Before putting your file together, take a few minutes to identify the rules that apply to your case. This avoids providing an unsuitable document or missing a deadline.
Several sources are worth consulting: the general terms of sale of your ticket, on the airline's website or in your booking confirmation; the terms of your cancellation insurance contract, which set out the cover, the exclusions and, above all, the declaration deadlines; and, where relevant, the terms of the cover linked to your payment card.
Meeting deadlines is often decisive. Many contracts require you to declare the cancellation very quickly after the medical event occurs. A late declaration can, on its own, justify a refusal, regardless of how genuine your situation is. If you are unsure about the documents or the deadlines, contact your insurer directly.
- Ticket terms of sale: refund policy, voucher or rebooking.
- Insurance contract: cover, exclusions, declaration deadlines.
- Payment card cover: conditions and any limits.
- If in doubt, the insurer remains the reference point.
Getting a cancellation certificate with Certi-Fly
When your situation justifies a cancellation, the next step is to obtain a medical certificate that meets what an insurance file expects. Certi-Fly offers the issuance of a travel cancellation medical certificate, following a remote medical assessment by a doctor registered with the Medical Board, by phone or messaging, with video as an option.
The document is drafted to meet the usual practices of insurers and airlines, without revealing the detail of your diagnosis, which remains covered by medical confidentiality. The issuance time is generally short, which helps you meet the declaration deadlines in your contract.
Certi-Fly does not guarantee that a refund will be granted: the decision always rests with your airline and your insurer, according to your contractual conditions. The service provides you with a proper medical certificate to include in your file.