Frequently Asked Questions

What is Refund Protect?

Refund Protect enables customers to apply for a full refund should they not be able to travel due to an unforeseen reason (terms and conditions apply). 

How does it work?

Refund Protect is offered to customers during the flight booking process. Customers will receive a confirmation email when they purchased Refund Protect. 

If due to an unforeseen reason, customers are not able to travel, they can request a refund directly to refund Protect using the link provided in the confirmation email or here. 

What is the benefit of Refund Protect?

100% refund of their booking of they are unable to travel for listed reasons in the T&Cs. 

Who can purchase Refund Protect?

TRACE ME are offered to passengers travelling from all countries except Brunei, Malaysia, Singapore and Australia. 

How do I purchase Refund Protect?

You can purchase Refund Protect when purchasing your ticket through 

If I purchase my ticket through a travel agent, will I be able to purchase Refund Protect?

No. Refund Protect is only offered with tickets when booked through Refund Protect must be purchased together with the flight ticket.   

I have purchased Refund Protect but I have now changed my mind. Can I cancel and get a refund?

Refund Protect is non-refundable and non-transferable. 

My flight has changed, what do I need to do to?

The customer will remain covered for the revised booking dates but Refund Protect will be limited to the original booking value. 

Can customer claim for partial refund if they have travelled and wished to refund the return segment only?

Yes, Refund Protect allows partial refunds if the customer only wants to cancel a segment of their flight.  

What do I do if I do not receive the Refund Protect confirmation email?

Please contact RB Brunei Customer Service Centre or email at [email protected] or WhatsApp at +673 8383111.