Due to the corona virus outbreak, which has caused cancellations and travel disruptions worldwide, we are experiencing an overload of requests and urgent changes/cancellations.
We understand this may be frustrating for the customers that have to wait, but we are prioritizing passengers that have already started their travels, putting safety first. Your patience in the meantime is highly appreciated. Over 90% of our staff are working from home. Therefore you may have a deterioration of service with voice calls, and speed of responses to emails.
Date Change: This need to be reviewed on a case by case basis. Many airlines have created special policies in regards to the current situation, some sectors are eligible for free changes if flights been cancelled by airline (No date change penalty) apart from fare & tax differences will apply which will be minimized by selecting appropriate dates in future.
Refunds: As per airline policy if flights are cancelling to particular destinations due to the pandemic mostly airlines are offering credit note or free change but fare & tax differences will apply. Please note If any airline allow refund this can take up to 12 weeks to be finalized (we have some airlines indicating 6 months to receive payment). Our team is working hard to process these where possible.
One after another, countries are closing their borders and making quarantine mandatory travellers as a preventive effort against the corona virus outbreak. For all the latest travel advice and updates, please always check the FCO website before travel.