Passenger rights
A summary of your rights on flights, trains, buses and stays; if something goes wrong, Shamsa support will follow up on your behalf.
Flights
- For long delays the airline must provide refreshments and, where needed, meals and accommodation.
- If the flight is delayed or cancelled you can take a full refund without penalty or be moved to another flight.
- A cancellation by the airline also entitles you to compensation under the Civil Aviation Organization's directive.
- Report lost or damaged baggage to the baggage desk before leaving the airport and keep the receipt.
Trains
- If departure is significantly delayed you can refund your ticket without penalty.
- Ladies-only compartments are sold to female passengers only.
- A duplicate can be issued for a lost ticket.
Buses
- Advertised services (VIP, refreshments) must be provided; otherwise you can claim the difference.
- A delay or cancellation by the operator entitles you to a full refund.
Hotels and stays
- The room must match the booked room type and board.
- Each room's cancellation policy is shown before purchase and governs the refund.
- For on-request bookings, the full amount is returned if the hotel does not confirm.
Refunds
- Online refunds are made from “My trips” with an exact penalty preview.
- The amount can go instantly to your wallet or to your bank account within 1–3 business days.
- Each item of a multi-item order can be refunded separately.
Complaints
- Open a support ticket and include the order number for faster handling.
- 24/7 phone support is available at 021-61300.
- If the outcome is not satisfactory, you can contact the official complaint authorities.
This page is a summary guide; the full text of the official regulations prevails.