Last update: 30.03.2020 16.40
We are closely monitoring the situation regarding the Coronavirus and are doing our utmost to assist all our passengers. On this page we will provide you with answers to some frequently asked questions.
What is the current travel advice for my destination?
Travel advisories are being updated by local embassies. We kindly advise you to closely monitor these. Whether you may enter a country depends on individual circumstances (e.g. country of departure and travel history). As a traveller, you are solely responsible to find out if the country you are planning to travel to, will allow you to enter. Please ensure you check this before commencing your travels, using the official government website of the country for which you hold a passport.
Changes and cancellations
How do I know my flight is still confirmed?
Air traffic has largely come to a standstill and many journeys have either already been cancelled or are in the process of being cancelled. The status of flights is changing rapidly, so the flight status in your profile on our website may not always be up to date. The most accurate and recent information about your flight status can be found on the airlines' website.
My flight is cancelled
If your flight is cancelled, we will initiate the process below. You yourself don't need to take any action for this:
- We receive notice from the airline that your flights are cancelled
- We will check with the airline if your booking is eligible for a refund
- If applicable, we will request the refund with the airline
- You will receive an email from us regarding the status at a later time.
Due to the exceptional situation and extremely high volumes, it may take up to a few weeks before we will send you an update on this. We kindly ask you not to contact us in the meantime, as there is nothing we can do to speed up this process.
A different procedure applies to low cost airlines (such as EasyJet, Ryanair, Wizzair or Transavia). 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. You are responsible to take necessary action as explained in this email.
My flight is not cancelled, but I no longer want to travel
If your flight is still confirmed, but you do not want to travel anymore, you can always change or cancel your trip. Please note that costs will be involved. Many airlines currently offer flexible change and/or cancellation conditions, so that you can use the value of your ticket at a later time. You can check which conditions are applicable for your booking at the airline's website. Unfortunately, at this point we are not able to advise.
Change my booking
To change your booking, please follow the steps on this page. Fill out the change form and our Travel Consultants will contact you. Be aware that our processing time is long in this situation, we kindly ask for your patience. Please do not fill out more than one form, to avoid unnecessary work.
Cancel my booking
If you wish to cancel your booking, we advise you to check the conditions of your ticket in your ticket email and on the website of the airline beforehand. It is possible that your booking is not eligible for a refund. To continue with a cancellation of your booking, please fill out this contact form. If applicable, we will start the refund process with the airline. Kindly note that it can take weeks up to months before the airline has processed this request.
Low cost booking
Did you book a low-cost airline? Please log in at the airline's website to change or cancel. If it is not possible to manage your booking online, we kindly advise you to get in touch with the airline directly. Unfortunately, at this point we are not able to assist.
Will my additional products and/or services remain valid?
Unfortunately, the conditions of the service providers state that these services are non-transferrable/non-refundable. This means that any seat reservations, insurances and other services will expire.
Due to the impact of the Coronavirus, we are experiencing an extremely high workload at the moment. We are doing our utmost to assist all of our customers as quick and efficient as possible. Unfortunately, in this process, we are unable to provide the service level you might expect. We kindly ask for your understanding.
When can I expect an answer from you?
Please do not contact us if your flight is cancelled. We will take the necessary steps on your behalf and will request a refund with the airline. In case your flight is not cancelled, but you wish to change or cancel your booking, please log in on this page to register your choice.
Any other questions cannot be answered at this moment, to be able to assist all our affected customers on time.
Again, we would like to thank you for your understanding and cooperation in this unfortunate situation.