Last update May 29, 2020 08:00 am
On March 19, 2020, the U.S. Department of State advised all U.S. citizens to avoid all international travel due to the ongoing Coronavirus (COVID-19) pandemic. This is the highest Global Health Travel Advisory the U.S. government can enforce for the safety of their citizens and you are highly discouraged from traveling to any destination at this level.
Information on the Coronavirus situation
Dear customers,
The Coronavirus has major short term consequences for the travel industry and we understand that you may have questions about your upcoming travel. Below you will find answers to the most frequently asked general questions and as we strive to keep you informed we will update these as we get new information.
Are you looking for a specific subject? Then go directly to:
- Travel advice and entry restrictions
- Stranded abroad
- Check flight status
- My flight is cancelled
- I want to change or cancel
- Contact and service
This situation is unique for us and we need your help to support as many people as possible with their booking. We want to assure you that we are working around the clock to help our customers get to where they need to be or rearrange their travel plans and we continuously assess the impact of ongoing developments. Therefore we kindly ask you to take the following into account.
- Have you already contacted us? One email or message via My Account is sufficient. Customer service will try to contact you within 72 hours before your planned departure date. Please do not email us multiple times, this will cause unnecessary extra work.
- Please only contact us regarding bookings or flights that take place within the next four weeks. Then we can serve the people with an urgent departure date first.
- Read below the most frequently asked questions and the possibilities regarding your booked flight.
Travel Advice and Entry Restrictions
Q: What is the current travel advice?
A: Travel advice is country and region dependent and subject to change at short notice. For the latest updates you should check the official website of Foreign Affairs of your country.
Q: What kind of measures are being taken by the national authorities?
A: Many countries have imposed entry restrictions. Additionally, some countries perform medical checks for Corona on arrival. These checks can be in the form of filling out a health certificate, a temperature measurement or quarantine measures. To read the latest entry requirements for the destination you are traveling to, please visit the International Air Transport Association (IATA) website.
Q: What if my flight is still operating, but I am no longer allowed to enter my destination?
A: Whether you may enter a country depends on individual circumstances (e.g. country of departure) and depends on where you've been prior to that destination.
Access to a destination is independent of whether or not a flight is being operated. The responsibility to find out whether a country allows you to enter lies with you as a traveler. Please ensure you check this beforehand using the official government website of the country for which you hold a passport. In certain circumstances you may also need to check the official website of the government of your destination as entry restrictions may also be placed on you based on your previous travel history and not just your nationality. To read the latest entry requirements for the destination you are traveling to, please visit the International Air Transport Association (IATA) website.
Stranded Abroad
Q: Are you stranded abroad?
A: Immediate border closings and government travel restrictions have left many customers worldwide stranded abroad. Are you stranded abroad, no possibility to travel back home and an urgent need to be repatriated? We advise you to contact the Embassy or Foreign Affairs of your country and register with them so that, in the event repatriation flights are organized, they are aware of your specific situation.
Check Flight Status
Q: How can I check the status of my flight?
A: The status of flights is currently changing very rapidly, so your flight status may not always be accurate and up to date in MyAccount on our website. You might receive a notification of your flight cancellation with a long delay. The most accurate and recent information about your flight can be found on the airline's website, where you can see your flight status and information if your flight has been cancelled due to the impact of COVID-19.
Q: My flight status is still OK, can I still travel?
A: Always check the latest travel advice and entry restrictions before traveling. Access to a destination is independent of whether a flight is being operated.
My Flight Is Cancelled
Q: Has my flight been cancelled?
A: The status of flights is currently changing very rapidly, so your flight status may not always be accurate and up to date in MyAccount on our website. Please check the airline's website to see the most accurate and recent information about your flight and information if your flight has been cancelled.
Has your flight been cancelled? Then the process will be initiated by us. You do not need to take any action for this.
How does the process work?
- We receive a cancellation notice from the airline
- We check with the airline to see if you are eligible for a refund
- If applicable, we will request the refund amount for you
- You will receive an email from us regarding the status
- The airline pays the refund amount to us
- We will pay the refund amount to you
A different procedure applies to low-cost flights. As soon as your flight is cancelled, we will receive a message from the airline. We will forward this message to you, in which the airline explains the next steps.
Q: Why can it take a long time to get my refund?
A: We act as an online agent between you and the airline you have booked your ticket with. This means that the amount you have paid for your ticket(s) has been transferred to the airline directly after we issued your ticket. That is why, in case a refund is applicable, the airline is the one that needs to initiate the refund.
As a result of the impact of COVID-19 on the airline industry these processes take longer than usual. It can take a long time before you get an update on this as we are dependent on each airline's delays in processing refunds. At this time we cannot provide you with an exact indication of time. The majority of airlines have announced that it will take several months to process all requests. We ask you not to contact us about this as we will be processing all cancellations without need for additional information from you. We deeply regret the inconvenience and appreciate your patience and cooperation.
I Want To Change or Cancel
Q: My flight status is still OK, but what if I no longer want to travel? How can I CHANGE my trip?
A: Changing your trip may involve additional costs. Whether extra costs are required, depends on the conditions of your airline, your flight ticket conditions (check your flight ticket conditions in My Account on our website) and the new ticket price. We are obligated to follow the terms and conditions of the airlines.
- Please go to the website of your airline to see if you can change your flight online. If possible, please change your flight there.
- If there are no options to change on the airline's website, we kindly ask you to submit your change request via My Account on our website. We try to answer your request within 72 hours before your planned departure date.
- This is different for Low-cost flights, please always go to the website of your airline to change your flight.
Q: My flight status is still OK, but what if I no longer want to travel? How can I CANCEL my trip?
A: It is always possible to cancel your trip, but whether you are entitled to a refund depends on your flight ticket conditions and/or on the cancellation policy of your airline. We are obligated to follow the terms and conditions of the airlines. We kindly request you to visit the website of your airline to check the cancellation policy, and check your flight ticket conditions in My Account on our website.
If you want to proceed with the cancellation, we kindly ask you to submit your cancellation request via My Account on our website. We will get back to you 72 hours before your departure date. This is different for Low-cost flights, please always go to the website of your airline to cancel your flight.
How does the process work?
- If applicable, we will request the refund amount for you
- You will receive an email from us regarding the status
- The airline pays the refund amount to us
- We will pay the refund amount to you
Q: Why can it take a long time to get my refund?
A: We act as an online agent between you and the airline you have booked your ticket with. This means that the amount you have paid for your ticket(s) has been transferred to the airline directly after we issued your ticket. That is why, in case a refund is applicable, the airline is the one that needs to initiate the refund.
As a result of the impact of COVID-19 on the airline industry these processes take longer than usual. It can take a long time before you get an update on this as we are dependent on each airline's delays in processing refunds. At this time we cannot provide you with an exact indication of time. The majority of airlines have announced that it will take several months to process all requests. We ask you not to contact us about this as we will be processing all cancellations without need for additional information from you. We deeply regret the inconvenience and appreciate your patience and cooperation.
Contact & Service
Our customer service team is currently working day and night. The focus is on bookings with an urgent departure date, however, these are still extremely high numbers for us, approximately 10,000 customers per day. In line with worldwide advice, all our employees work from home. This adds an extra challenge.
The extreme situation means that it is not feasible to provide the level of service you could normally expect from us. For more efficient processing, we temporarily now focus only on email. We are doing everything possible to support all our customers and all our employees are working extra hours.
Q: When can I contact the customer service?
A: In order to serve our customers in the best way possible, we are focusing on customers with the most urgent departure dates. We give these customers priority.
Our customer service teams are working under extreme pressure to handle as many of your questions as possible but we ask you to take the following into account.
Have you already contacted us? One email or message via My Account is sufficient. Customer service will try to contact you within 72 hours before your planned departure date. Please do not email us multiple times, this will cause unnecessary extra work..
Please only contact us regarding bookings or flights that take place within the next four weeks. Then we can serve the people with an urgent departure date first.
