COVID-19 related FAQs

• I WANT TO CANCEL MY BOOKING; WILL I GET A FULL REFUND?

  Each airline has issued individual directives toward cancellation and amendments for impacted bookings. For your convenience and prompt resolution, we have updated the airline policies here. For some airlines like GoAir and SpiceJet, you can make the necessary changes directly on the airline website. For the other airlines, we have detailed the steps you need to take to make changes to your booking.

• WHAT IS A CREDIT SHELL?

  A credit shell is a credit note that can be used for a future booking, for the same passenger(s). 

• WHERE CAN I CHECK MY CREDIT SHELL BALANCE?

  You can easily check your credit shell balance directly on the airline website by entering the PNR reference and the Email/Last Name of the passenger.

• HOW DO I USE THE CREDIT SHELL?

  Using the amount within a credit shell issued by the airline is easy.  Some airlines like GoAir and SpiceJet are offering means to do this directly on their website when making a new booking.  However, for others as per the airline directives you will need to contact us with the following details

  • InterMiles Booking Reference
  • Name of passenger/s
  • Date of travel
  • Origin / Destination
• IF I DON’T WANT A CREDIT SHELL, CAN I GET A REFUND?

  The cancellation and refund directives are issued by the airlines because of the impact of COVID 19 and the lockdown imposed.  InterMiles can only assist members within the purview of the directives issued by the airline. Hence if the airline has issued a credit shell, InterMiles will not be able to provide a refund against the same.

• ARE AIRLINES OFFERING A FULL REFUND?

  As per the recent DGCA guidelines on refunds, bookings made between 25th March 20 and 3^rd May 20 ** for travel between the same dates are eligible for a full refund.  You can contact us quoting your booking reference to request for the same.  No sooner your claim is accepted, and the refund processed by the airline, we will intimate you on your registered email with us.   Once we have processed the refund, please allow 8 to 10 days for the money to be credited to your account.

  **Eligibility dates might differ for each airline.  Please visit the airline website before raising your request.

• WILL I GET A REFUND OF MY CONVENIENCE FEE?

  Convenience fee is only refundable if the booking falls with the DGCA guidelines issued for full refund which covers bookings made between 25^th March 2020 to 3^rd May 2020** for travel during the same dates.  For all other bookings the convenience fee is non-refundable.

  **Eligibility dates might differ for each airline.  Please visit the airline website before raising your request.   

• WHAT HAPPENS TO THE ADDITIONAL AMOUNT I PAID TOWARDS ANCILLARIES AS PART OF MY FLIGHT BOOKING?

  The Credit Shell issued by the airline is inclusive of the amount paid towards purchase of ancillaries for your flight booking.  You can use the amount towards the new flight booking.

• I USED MY TIER BENEFIT AS PART OF MY FLIGHT BOOKING, HOW DO I GET THAT REVERSED?

  The Credit Shell issued by the airline is inclusive of the amount aligned to the Tier benefit utilised for addition of ancillaries to the booking.  You can use this amount towards your future booking.  Hence Tier Benefits utilised for impacted bookings will not be reversed.

• I WANT TO CHANGE MY DATE OF TRAVEL, HOW DO I DO THIS?

  Each airline has issued individual directives towards amendments for impacted bookings.  Please visit the respective airline website or you could view the information here airline policy.  For your convenience, we have detailed the steps you need to take to make changes to your booking.

  For airlines like GoAir and SpiceJet you can make the changes directly on their website.  For others as per the airline directives you will need to contact us with the following details

  • InterMiles Booking Reference
  • Name of passenger/s
  • Date of travel
  • Origin / Destination

  We also request you to place your request for revised travel plans at least 2 weeks in advance to give us sufficient time to liaise with our Trade Partner and the airline for changes basis availability. 

• WHAT IF THE DATE I SELECT FOR MY FUTURE TRAVEL IS UNAVAILABLE?

  Booking amendments to the preferred date are subject to availability. In case of unavailability of seat(s) on your preferred date, the airline will suggest the next best alternative. If the alternative provided is also not suitable to you, then you have the option to cancel your booking. Cancellation charges may apply as per airline policy.

• IF THERE IS A DIFFERENCE IN THE FARE AMOUNT FOR A DATE CHANGE, HOW SHOULD I PAY THE FARE DIFFERENCE?

  Any additional collection of date change fees or fare difference levied by the airline will be collected by InterMiles via secure online payment links only.

• IF THERE IS A DIFFERENCE IN THE FARE AMOUNT FOR A DATE CHANGE, CAN I PAY USING INTERMILES IN MY ACCOUNT?

  For re-bookings, members can pay for the additional amount only through cash.

• WHEN WILL I GET A CONFIRMATION OF MY BOOKING AMENDMENTS?

  Booking amendments will be made only after collection of additional charges (if applicable) from you. Revised itinerary/booking details will be sent to you on your registered email ID as soon as we receive a confirmation from the airline.  Given the high volume of transactions at not only the airlines but also at our travel partner’s end and at InterMiles’ contact centres, please expect a delay in our response.

  Hence, we request you to place your request for revised travel plans at least 2 weeks in advance to give us sufficient time to liaise with our Trade Partner and the airline for changes basis availability. 

• HOW MANY ALTERNATIVE DATE CHANGES CAN I OPT FOR?

  Only 1 date change is permissible per booking. Date change fees would be waived off and any fare difference will be applicable as per the airline policy.

• WILL I GET A REFUND INTERMILES SERVICE FEE REFUND?

  Yes, InterMiles Service fees will be waived off for all bookings impacted due to COVID-19 for travel up to 17^rd May 2020.  InterMiles does not levy a service fee for Date changes.

• WHAT HAPPENS TO THE MILES I WAS SUPPOSED TO EARN ON MY BOOKING?

  InterMiles will be crediting the Miles for the impacted bookings as per the original segments booked. This should reflect in your account by 15^th May.  If not, then you can contact us quoting the booking reference number.

  Disclaimer

  Important: Dear member, the airlines may change their rules without notice and at their discretion. Given the ever-evolving situation, we request you to please check the policies with the airline too, before making any changes to your travel plans.