Skip to main content

Why haven't I received my refund?

Updated over a month ago

Refunds Overview

  • Refund Processing Time

    Refund timelines vary depending on your payment method:

    • Cards and digital wallets: Up to 10 working days

    • KrisFlyer Miles reversals: Up to 6 weeks

    Please note that the refund timeline starts from the date the refund is successfully processed on our end
    ​

  • What to Do If You Haven’t Received Your Refund

    If you do not see your refund after the timeline above:

    • Card or digital wallet refunds: Please check directly with your issuing bank first, as banks may require additional time to post the refund

    • KrisFlyer Miles reversals: Please reach out to us for further assistance
      ​

  • Exceptions and Special Cases

    Some payment methods may take longer than usual to reflect the refund, including (but not limited to):

    • GrabPay

    • Alipay

    • WeChat Pay

  • Handling Pending Bookings

    • If your booking is pending and the payment is under an authorization hold, the hold will be released via an authorization reversal with no charge captured.

    • If the payment was captured, the amount will be refunded to the original payment method.

Refund Timelines by Payment Method

Credit/Debit Cards

  • Refund goes back to the original card in the same currency

  • Allow up to 14 business days from Pelago’s processing platform, plus an additional 5–10 business days for your bank to process the refund; exact timing may vary by bank

  • Refund may appear as a reversal of the original charge rather than a separate credit

  • If your card has expired or been replaced, your bank may credit your new card or offer another method

Digital Wallets & Local Payment Apps

  • Naver Pay, Samsung Pay, Payco: Usually within 10 business days, depending on the bank

  • GrabPay, PayNow, Alipay: May take up to 90 days

  • WeChat: May take up to 180 days

KrisFlyer Miles

  • Refunds involving KrisFlyer Miles may take up to 30 business days, including processing by the KrisPay team and relevant banking partners.

Kris+ App Payments

  • Refunds will be returned back to the payment method registered in the app

  • To check your refund:

    1. Open the Kris+ app and sign in.

    2. Tap Wallet from the bottom menu.

    3. View your transaction history.

    4. Tap a transaction and select Get help on this transaction if needed.

Helpful Tips for Customers

  • Always check with your bank or card issuer first if a refund seems delayed.

  • Refunds may appear differently on your statement depending on your bank (as a reversal or separate credit).

  • Some payment methods take longer - Please allow extra time for these cases.

Did this answer your question?