Passenger Support – Terms of Use

We cannot be held responsible should there be discrepancies in size, shape, or colour, with the products ordered and received by you. All products displayed on this website are for illustrative purposes only and available only whilst stocks last.

Errors do happen and we reserve the right to correct wrong information; such as prices, overcharges, warranty requests, refund requests and to cancel or refuse to process an order that was made based on the incorrect information.

You can raise a support request to us about the following categories:

1. Refund requests
2. Warranty requests
3. Preorder requests
4. Other support requests

1. Refund Requests: Refunds for buy on board items, fresh food (such as sandwiches on board), preorder meals, cosmetic products and tobacco products are not applicable. Refunds can be only done within thirty (30) days and / or one (1) month after the transaction. We reserve the right to ask for a return shipment of the product with cost born by the sender. We will require a photo proof of the receipt, flight and passenger related details and reserves the right to refuse a refund if sufficient proof is not available or the product category is not applicable for a refund. Payments with Miles and / or Points is dependent on the user’s point balance and system availability. If the total transaction amount is not redeemable with Miles, in other words, if the member’s point balance is insufficient to pay for the transaction with Miles or Points in full; then the credit card of the user will be charged. Partial point redemptions and recharges from the credit cards in not possible. We do not bear any responsibility for Miles programs, and will only fully reimburse successful Miles or Points redemptions. Partial redemptions of purchases are evaluated on a case-by case basis and may take longer than expected or may not be possible depending on technical capabilities of your bank and processing details. In this case, we will do our best to perform a refund, but we will not be responsible for the capabilities of any external parties.
   
   
2. Warranty Requests: The warranty period of a product that was purchased on board is noted in its original box. This period can vary based on the product. We will not refund or replacement of the product if the warranty period is over. We will require a photo proof of the product that is subject to the warranty, and an invoice of the transaction in addition to applicable flight related details to process the request. We reserve the right to ask for a return shipment of the product with cost born by the sender. To process warranty requests, we may require additional data to perform a wire transfer. The requestor consents to provide the data required and storage of the data for two (2) to ten (10) years. This data will not be processed and kept confidential as a record to the warranty claim based on the request. We reserve the right to not process a warranty request if sufficient proof, information or consent is not available.
   
   
3. Preorder Requests: If redirected, you can raise a request for a special service request from or provide feedback to us about the quality of the Preorder that is received onboard. We reserve the right to deny, reject, refuse or void the request if sufficient information or proof is not available. We might require additional details about the flight of the raised query and supporting documentation in each circumstance, and by using this website, the requestor consents to processing and storage of data from two (2) to ten (10) years.
   
   
4. Other Support Requests: It is possible to raise requests about general quality of onboard services. These requests will be collected and processed anonymously to improve the services provided on board. We may request additional data from you to clarify and understand the request better. This data will be processed anonymously for general feedback, and in safety and quality cases, will be stored and followed up on a case-by-case basis. By using this feedback tool, the requestor consents the use, storage and processing of their data by relevant parties that are directly contracted by us.

For any or all the above requests, you consent to the use, storage, and processing, of your data by us, in accordance with our Privacy Policy. Your data will only be retained for as long as is necessary to complete the request(s) or as required by contract and/ or law.