Conditions depend on the particular ticket
Exchange and refund rules vary for bus, rail and air tickets, and by carrier, fare, route, time of the request and reason for cancellation. Before paying, check the conditions of the selected offer and retain the ticket and order confirmation. There is no universal refund percentage for all ATBway tickets.
How to submit a request
1. Open the order details in ATBway and check whether exchange or cancellation is available for it.
2. If the required action is unavailable, write to support@atbway.com before departure, where the ticket rules allow this. Include the order number, passenger name, route, date and requested action.
3. Wait for confirmation, calculation of the available amount and further instructions. Sending a request does not, by itself, cancel a ticket.
Do not send full payment card details, CVV/CVC, PINs or passwords. Where necessary, ATBway may request reasonable confirmation of authority or order details.
Exchange or changes to details
An exchange to another date, service or passenger is possible only where the fare and the carrier's system allow it. It depends on seat availability and may require payment of a price difference or fees specified by the fare. Until the change is confirmed, the old ticket should be treated as valid only according to its current status; after the change is arranged, check the new confirmation and every passenger's details.
Voluntary cancellation by the passenger
If a passenger changes their plans, refund availability and the amount are determined by the ticket conditions and the rules of the relevant carrier or supplier. A request must be submitted within the period specified in those conditions. After the deadline or departure, a refund or change may be unavailable.
Before confirming cancellation, check the calculated amount, deductions, service fees, refund method and expected refund timeframe, where that information is provided. ATBway does not guarantee a full refund where the fare or mandatory rules provide for a different calculation.
Cancellation, delay or change by the carrier
Retain the ticket and the carrier's notification and contact ATBway support as soon as possible. State the scheduled and actual time, what happened and the desired resolution. Passenger rights depend on the mode of transport, route and mandatory rules of the relevant country; voluntary cancellation conditions do not replace those rights.
ATBway helps forward or process the request within its role. Decisions concerning transport, operation of the journey and compensation payable by the carrier are made under the carrier's rules and applicable law. This does not release ATBway from liability for its own services.
Refunds and crediting times
Once a refund is confirmed, the passenger is informed of the amount and method. Funds are generally returned through the payment channel used for the order, unless the law or the payment partner's rules require otherwise. The crediting time depends on the carrier, payment partner and bank; check the actual crediting date with your bank.
For a question or complaint, contact support@atbway.com, providing the order number and a brief description of the situation. Do not publish your ticket or payment details openly.