환불 요청 이메일 — 상황별 Refund Request

 

 

✉️ Travel Agency Desk #3

환불 요청 이메일

Refund Request — 상황별 실전 이메일 예시

환불은 여행사 업무에서 가장 민감하고 빈번한 요청 중 하나입니다. 단순 자발적 취소부터 항공사 귀책 사유, 의료적 사유까지 — 상황마다 이메일 표현이 달라집니다. 각 케이스별 실전 이메일을 정리합니다.

환불 관련 기본 용어 정리

📋 환불 관련 핵심 용어

Voluntary refund — 승객 사정으로 인한 자발적 환불 (페널티 발생 가능)
Involuntary refund — 항공사 귀책(결항·지연·스케줄 변경)으로 인한 환불 (페널티 없음)
Unused ticket — 미사용 항공권
Partially used ticket — 일부 구간만 사용한 항공권
Refund penalty / Cancellation fee — 환불 페널티
Non-refundable — 환불 불가 조건
Refund to original form of payment — 결제 수단으로 환불
BSP refund — BSP를 통한 여행사 환불 처리

Case 1 — 일반 자발적 환불 요청

Subject: [Refund Request] KE081 / PNR: ABC123 / Unused Ticket

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Dear Korean Air Revenue Support Team,

I am writing to request a refund for the following unused ticket.

Passenger Name: HONG/GILDONG MR
PNR: ABC123
Ticket Number: 180-1234567890
Flight: KE081 / 15JAN / ICN-JFK (unused)
Fare Basis: YLOWKR

The passenger has decided not to travel due to personal reasons. We kindly request your approval for a refund of the above ticket, subject to the applicable cancellation penalty.

Could you please advise on the refund amount after deducting the applicable penalty?

We look forward to your prompt reply.

Best regards,
Kim Chulsoo
ABC Travel Agency / IATA: 12-3 4567

Case 2 — 항공사 귀책 사유 환불 요청 (Involuntary Refund)

결항(cancellation), 장시간 지연(significant delay), 스케줄 대폭 변경으로 인한 환불은 페널티 없이 전액 환불이 원칙입니다.

Subject: [Involuntary Refund Request] KE081 / PNR: ABC123 / Flight Cancellation

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Dear Korean Air Revenue Support Team,

I am writing to request an involuntary refund for the following booking due to a flight cancellation by Korean Air.

Passenger Name: HONG/GILDONG MR
PNR: ABC123
Ticket Number: 180-1234567890
Original Flight: KE081 / 15JAN / ICN-JFK
Reason: Flight cancelled by airline

As the flight was cancelled by Korean Air, we kindly request a full refund of the above ticket without any cancellation penalty, in accordance with your involuntary refund policy.

Could you please confirm the refund amount and the expected processing time?

Thank you for your assistance.

Best regards,
Kim Chulsoo
ABC Travel Agency

💡 실무 팁 — Involuntary Refund

항공사 귀책으로 인한 환불 요청 시 "in accordance with your involuntary refund policy"를 명시하면 더 효과적입니다. 또한 결항/지연의 구체적인 사실(날짜, 편명, 사유)을 명확히 기재해야 합니다. 항공사에서 원인 코드(reason code)를 요구하는 경우도 있습니다.

Case 3 — 의료적 사유 환불 요청

Subject: [Refund Request - Medical Reason] KE081 / PNR: ABC123

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Dear Korean Air Revenue Support Team,

I am writing to request a refund for the following booking due to a medical emergency.

Passenger Name: HONG/GILDONG MR
PNR: ABC123
Ticket Number: 180-1234567890
Flight: KE081 / 15JAN / ICN-JFK (unused)
Reason: Medical emergency — hospitalization

The passenger was hospitalized unexpectedly prior to departure and was unable to travel. We kindly request a waiver of the cancellation penalty given the medical circumstances.

A medical certificate from the attending physician is attached for your reference.

We would appreciate your kind consideration and look forward to your reply.

Best regards,
Kim Chulsoo
ABC Travel Agency

Case 4 — 부분 환불 요청 (일부 구간 사용)

Subject: [Partial Refund Request] KE081/KE082 / PNR: ABC123 / Return Unused

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Dear Korean Air Revenue Support Team,

I am writing to request a partial refund for the following booking. The outbound flight was used, however the return flight was not.

Passenger Name: HONG/GILDONG MR
PNR: ABC123
Ticket Number: 180-1234567890
Used: KE081 / 15JAN / ICN-JFK
Unused: KE082 / 25JAN / JFK-ICN

Could you please advise the refund value for the unused return segment, after applying the applicable penalty?

Thank you for your assistance.

Best regards,
Kim Chulsoo
ABC Travel Agency

✈️ 이 편의 핵심 영어 표현

subject to the applicable cancellation penalty (적용 가능한 취소 수수료 공제 후)

자발적 환불 시 페널티를 인정하면서 환불을 요청하는 현실적인 표현입니다.

"We request a refund subject to the applicable cancellation penalty."

in accordance with your involuntary refund policy (귀사의 비자발적 환불 규정에 따라)

항공사 귀책 환불 시 페널티 면제를 요청하는 핵심 표현입니다.

"We request a full refund in accordance with your involuntary refund policy."

waiver of the cancellation penalty (취소 수수료 면제)

의료·긴급 사유 등 특별한 사정으로 페널티 면제를 요청할 때 씁니다.

"We kindly request a waiver of the cancellation penalty given the circumstances."

refund value for the unused segment (미사용 구간 환불 금액)

부분 환불 시 미사용 구간의 환불 금액을 문의하는 표현입니다.

"Could you advise the refund value for the unused return segment?"

다음 편에서는 리이슈(Reissue) 요청 이메일을 다룹니다. ✉️
Travel Agency Desk #4 → 리이슈(Reissue) 요청 이메일