Out of over 17,000 tickets sold, just over 2% of guests have pending cases. While this represents a small portion of our community, each case is a priority. We’re resolving them in weekly batches, and updating our case counter regularly to ensure transparency.

The key differences between voluntary and involuntary refunds in beOnd are:

Reasons:

• Voluntary Refund: Initiated by the guest due to personal reasons (e.g., change of plans). The guest decides not to travel, changes their mind, or purchases the wrong ticket.

• Involuntary Refund: Initiated by beOnd, often due to operational reasons like cancellations or delays. beOnd cancels, delays, or the guest cannot be accommodated.

Refund Conditions:

• Voluntary Refund: Often subject to penalties or fees, especially for non-refundable fares.

• Involuntary Refund: Guests are entitled to a full refund in original form of payment or vouher without penalty charges if a re-booking on alternative flight is not offered. Additional claims may be honoured based upon cancellation reasons.

Refunds and claims follow separate processes because they are fundamentally different in nature:

Refunds apply when a flight or ticket is cancelled, changed, or not used. These are typically processed based on fare conditions or operational disruptions and may be handled through our automated booking system. Most refunds are straightforward and require minimal review, especially if the flight did not operate or was voluntarily cancelled.

Compensation refers to payments owed due to events like flight delays and cancellations. These cases require individual review to:

• Confirm eligibility (e.g., length and reason for delay)

• Validate the passenger’s request

• Prevent fraudulent or duplicate claims

Because of this, compensation claims take longer to assess and are handled manually by a separate team dedicated to guest relations and compliance. We understand that both types of cases are important, and we appreciate your patience as we work through them with care and diligence.

If beOnd cancels a flight, guests are entitled to an involuntary refund or other options, including rebooking on a later flight, depending on the circumstances and beOnd policies. Please refer to our commercial promise here.