Coronavirus Covid-19

Coronavirus Covid-19 impact on Travel

General information

How do I know if my flight is affected?

Find your airline in the list at the bottom of this page and check the status of your flight. Make sure you know what applies to your specific flight.

What about the travel bans to the EU, USA and other places?

First check information on your airlines website to see what applies in your specific case. Links to airlines can be found at the bottom of this page.
Different countries and regions are affected in different ways.

For the most recent updates regarding travel in different areas please refer to the IATA travel centre and consult your government, embassy or consulate.

Can I cancel my booking because of health concerns?

Our usual cancellation policy for such requests is applied according to the airline’s fare rules.

Where can I see the restrictions each country has enabled due to Corona virus?

For the most recent updates regarding travel in different areas please refer to the IATA travel centre your government, embassy or consulate.

Why is it taking so long to get through to you on the phone?

As all our customers are reaching out to us, we are facing an extraordinarily high number of customer contacts while many of our service centers are strained by government lockdowns. As a result of this, we are facing very long waiting times and even disruptions of communication infrastructure both with our suppliers and national telecommunication providers.

Special times call for special measures, and so we ask you to allow us to support the most urgent inquiries first. To keep the phone lines as open as possible please only contact us if your departure is within the next 6 days.

I am waiting for a refund - how long is the waiting time?

Please note that due to the current situation, the refund handling time will take longer than normal. We are unable to specify an exact time frame for the refund as each airline also is under a massive workload, but we will of course do our very best to get your refund to you as soon as possible. You will receive an email when your refund has been processed, hence you are kindly asked to wait for that email before trying to contact us through a phone call or email or social media as our current answering times, like for everyone in the airline industry, is much longer than normal.

Will I get a refund? 

Please use the links below to check what applies to your specific airline. We also advise you to check with your airline on what form of refunds they offer at the moment. Many airlines have now stopped issuing refunds in cash and now only offer rebookings or in some cases vouchers. This affects our ability to process refunds as we are subject to each airline's rules. 

Can you help me claim a refund or change my ticket with the airline I was going to fly with? 

Because of the Covid-19 outbreak the airline industry is facing an extraordinary situation with a large number of flight cancellations and payment refunds. If you wish to change or cancel your flight reservation, we will contact the airline on your behalf in order to change your flight ticket or provide you with a refund or voucher after receiving it from the airline and depending on the applicable airline policy currently.

The airlines continually evaluate and modify their refund policies and we are therefore not able to guarantee you a refund. Our ‘’fee’’ for assisting you in this extraordinary situation, is EUR 30 per reservation. You will also need to pay our support package if you have not purchased it in advance.

Please note that we will deal with all refunds or change requests in the order we receive them and that the expected handling time is longer than usual due to the current situation and the increased volume. We are doing our very best to assist you as soon as possible, but we cannot be held responsible for any delays. 

How will you keep me informed about updates?

You will receive an email when your change or refund has been processed and we ask you to not to contact us for updates on your request but wait for further information via email.

Where can I contact you? 

Right now we are asking you to let us focus on the most critical cases. We can not answer general questions over the phone, social media or email right now. If you have already made a claim or raised an issue with our customer service then we will process your case. You do not need to reach out again. The waiting time is much longer than usual. In many cases you will have to allow for several months of handling time. But both our customer service and the airlines are working as quickly as we can to process all requests. To find information about your flight, and the terms provided by your airline please visit the airlines homepage.

Where can I cancel or change my tickets?

First make sure that your flight is subject to Force Majeure rules. Do that by checking with your airline. Links to respective website can be found at the bottom of the page.

If your flight is subject to Force Majeure rules you can do the following:

If you would like to confirm the cancellation of your flight(s) please use this link.
By applying for cancellation through this link you accept to proceed regardless the refundable amount or any other solution provided by the airline.

If you would like to send us your cancellation request to know your options please visit our Contact us page in section Cancellations.

If you would like to reschedule your flight(s) please contact us by phone.

Please keep in mind that not all airlines follow the same policy for refunds & rebookings and we are subject to each and every airlines rules in each case. Also note the procedure above under "Can you help me claim a refund?"

Do I need a health certificate to travel?

Some countries on lockdown might require self-certification or other documents. Please refer to the IATA travel centre or information on respective governments webpage, your embassy or consulate.