We have now handled almost all refund requests that have been sent to us between January and September 2020. We are still working on some requests from this time period.
We are returning to normal refund handling times. Our average handling time is approximately 7 days. Some requests may unfortunately take more time to be handled. We currently cancel flights from our winter season traffic plan, which may cause delays in refund handling. We have added handlers and developed robotics to reduce delays. We are sorry if we keep you waiting longer than expected.

We send you a confirmation email after your request is processed. It is good to note that these confirmation emails were not sent during spring and summer which means you may have received the refund but no confirmation message. Also, the refund payment may be shown on the date your ticket was issued instead of the refund payment date.
We handle all refund requests we have received. Please send your request only once, as duplicates will delay handling of the applications.

Please read more information here.