airlines coronavirus

Update 21 Mars 2020 | État Reporté | Jusqu'au 13 Avril 2020

Infos générales

Dear Partner,
Please find below the last update of the Finnair / Finland – Covid 19 policy.
As both Dutch and Belgian Governments forbid non-essential trips abroad, Finnair refund/rebooking policies mentionned below are already applicable.
As all are aware the European situation is changing daily and sometimes by the hour, this makes life very difficult for all concerned especially our mutual customers. Finnair will do all we can to bring people home as borders within Europe close. Finland has released its COVID-19 restrictions. The following will apply from 19MAR at 00.00 hours HEL time and will be in place until 13APR 2020 24.00 hours HEL time: essage and we will remove you from the recipient list.

Conditions

 Border Controls will be reinstated on all intra-Schengen routes
 HEL airport will be kept open for cargo flights and for returning passengers (see below list of passengers that can be accepted for travel to/via HEL)
 Foreigners who are currently in Finland are allowed to exit the country
 Finnish nationals are recommended not to travel abroad

Only the following passengers will be allowed entry:
 Nationals of Finland
 Family members of nationals of Finland (provided that the family member is entitled to enter and stay in Finland)
 Holders of valid Finnish residence permits
 EU nationals who are registered as staying in Finland
 EU nationals and holders of EU issued permanent residence permits, who are returning to their respective EU country of residence via Finland o their health condition needs to be taken in to account – if the passenger shows any signs of illness, entry may be denied
 Non-EU nationals who are leaving the Schengen area via Finland to return to their country of residence; e.g. Japanese national travelling CDG-HEL-HND

Non-Schengen to non-Schengen travel via HEL:
 Travel from a non-Schengen country to another non-Schengen country is allowed via HEL, however, the passenger should be traveling to his/her country of residence and remain in the non-Schengen transit area of the airport. The passenger must be eligible to enter at his destination, taking into consideration any possible Corona restrictions of the destination (therefore travel should be limited to passengers returning home)

Over the last few weeks we have made a number of announcements regards our change policy, please find below what this is currently: In case a flight is cancelled: Full refund or postpone travel until 30 November 2020*.

In case a flight is still operating: Refund according to ticketed fare rules or postpone travel until 30 November 2020*.

Customers affected by local government restrictions: Full refund or postpone travel until 30 November 2020*. For example, passenger unable to enter the country due to travel ban or quarantine but flight still operating.

* Customers can change their travel date flexibly without a change fee and travel until 30 November, 2020 with the following policy:
 Ticket issued by 30 April 2020
 Original travel date is latest on 30 November 2020
 Finnair operated and marketed flight on Finnair ticket
 Rebook into the same class as the original flight or lowest available in the same cabin
 Ticket revalidation permitted
 Rerouting not permitted
 Change made by 30 November 2020
 Applies to all ticket types
 OS AY CHANGE OF TRAVEL DUE TO CORONA must be added to all changed bookings

Please note that the change in the ticket rules doesn’t apply to certain agents with special agreements with Finnair i.e. Finnair Holidays, Aurinkomatkat (Suntours) and Group bookings. It DOES apply to individual Tour Operator bookings using TO fares.

At Finnair we wish all our customers the very best at this time, stay safe.

 receive these notifications, reply to this m

Update 24 Mars 2020 | État Reporté | Jusqu'au 31 Mars 2020

Infos générales

REPRO POLICY FOR EXCEPTIONAL CIRCUMSTANCES EVENTS

Repro policy for Alitalia flights cancellation due to persisting of exceptional circumstances related to coronavirus emergency (COVID-19) Version # 3 March 20th, 2020

Conditions

Passengers holding Alitalia tickets (055) booked on Alitalia (AZ) flights cancelled for persisting of exceptional circumstances related to coronavirus emergency (COVID-19), are entitled to ask for:

REBOOKING or RE-ROUTING

Passengers willing to change travel date may submit the request, including a copy of the ticket and indicating the preferred new travel dates, to following e-mail address:
cambiovolocancellato@alitalia.com

Passengers with ticket issued by Travel Agency may contact directly their Travel Agents.

Booking procedure: REBOOKING without penalties

Passengers holding Alitalia tickets (055) for AZ cancelled flights can be re-booked without penalties, as follows.

In case of original flight reservations:
• AZ operating
rebooking without penalty, in the same booking class as original booking or in the first available class, same cabin.
• AZ marketing - Other Airlines operating
rebooking without penalty, exclusively in the same booking class as original booking, same cabin.

Booking procedure: RE-ROUTING without penalties

Passengers holding Alitalia tickets for temporarily suspended flights, with at least one AZ flight segment impacted by cancellation, can be reprotected without penalties on the flights included in the “RE-ROUTING Section” according to relevant procedure.

Change of reservation and re-issuance of tickets must be issued not later than May 31st2020.

Reservation change and reissue of tickets will be performed by Travel Agents for tickets previously issued by Travel Agencies or by Contact Centre Alitalia.

Electronic tickets must be rebooked or rerouted according to instructions described above and reissued without penalty by Travel Agencies and/or Contact Center, inserting in the "endorsement / restriction" box the indication: SKCHG COVID-19

REPRO POLICY

VOUCHER (TCV)
In case passenger does not accept rebooking without penalty or no possible rebooking options are available, he will be entitled to ask for a voucher (TCV) for an amount equal to the value of the ticket purchased or its residual value, valid for the purchase of other Alitalia tickets to any destination served by Alitalia to be used within one year from the date of issue.
Passengers asking for a voucher (TCV) of equal value valid for one year on any Alitalia flight may submit the request, including a copy of the electronic ticket, to the email address:
richiestaTCV@alitalia.com
Issuance will be performed by Alitalia Contact Center.
Voucher (TCV) must be requested not later than May 31st2020.

REFUND
In case passenger does not accept rebooking without penalty or no possible rebooking options are available and/or voucher (TCV) is not accepted, then Travel Agencies for their own tickets, or Alitalia Customer Center will proceed with ticket refund, for an amount equal to the value of the ticket purchased or its residual value.

Passengers asking for refund of the price of the ticket, or of the remaining value of the unused part of the trip may submit the request, including a copy of the electronic ticket, to the email address:
rimborsovolocancellato@alitalia.com

Refund must be requested within May 31st2020 and will be processed in the original form of payment.

AWARD MILLEMIGLIA TICKET
Rebooking and revalidation of the award ticket will have to be performed within May 31st2020.
In case of original flight reservations on:
• AZ operating
MilleMiglia passengers can be re-protected by Contact Center Alitalia, using same award classes or the first higher available class, same cabin.
• Prime Partner SkyTeam and other Frequent flyer Partners
MilleMiglia passengers can be re-protected by Contact Center Alitalia, using following matrix AWARD dedicated classes.
SkyTeam Partners: SU, AR, AM, UX, CI, MU, GA, KQ, KE, ME, SV, RO, VN, MF, OK, DL, AF, KL.

AWARD dedicated classes:
Economy
Business SkyTeam All SkyTeam carriers (DL and OK excluded) X O Delta (DL) N O (Business for International, "Domestic First Class" for Domestic) CSA (OK) E Z Other FFP partner Etihad Airways (EY) N I Air Serbia (JU) N I Virgin Australia (VA) X Z GOL (G3) X I (Comfort Class) All Nippon (NH) X I

Passengers not willing to travel can ask for Miles credit back and taxes refund.

RE-ROUTING SECTION
Reebooking Option: RE-ROUTING without penalty
Passengers holding Alitalia ticket with itinerary on a temporarily suspended route, with at least one AZ flight affected by cancellation, can be re-protected without penalty:
o on Alitalia, in the period following the suspension end (see RE-BOOKING).
o on Other Airlines, according to instructions described in this (RE-ROUTING);

NORTH AMERICA AND MEXICO
Booking Option:
Passengers holding Alitalia ticket (055) on canceled flights: FCO/BOS, FCO/LAX, FCO/MIA, WAS/FCO, IAD/FCO, YYZ/FCO, MEX/FCO and vice versa, can be rebooked on following flights:
• AZ via JFK: FCO/JFK and vice versa
• connecting onto DL carrier (Delta), booking as follow:
o AZ* marketing on DL operated flights: on the same class of original booking or on the first available class, same cabin;
o DL operated flights: on the same class of original booking as for following class mapping
Booking Class
DL AZ
P **
F **
J J
C C
D E
I D
Z I
P P
A P
G A
Y Y
B B
M M
H
H K
Q V
K T
L N
U S
T X
** W
Promo class not available on TATL routes X L
V O

Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on DL (Delta) flights:
o Business Cabin : O
o Economy Cabin: N

ARGENTINA
Booking Option:
Passengers holding Alitalia ticket (055) on canceled flights: FCO/EZE and vice versa, can be rebooked on following flights:
• AZ via SAO: FCO/GRU and vice versa
• connecting on following carriers, with priority order as follows:
o AR (Aerolineas Argentinas)
o G3 (Gol)
o LA/JJ (Latam)
Connecting with AR (Aerolineas Argentinas) as follows:
o AZ* marketing on AR operated flights: on the same class of original booking or on the first available class, same cabin;
o AR operated flights: on the same class of original booking as following class mapping:
South American Sectors
and Domestic Argentina
AR OPT AZ* MKT
W
J/C/D/E
BUSI
AZ
I
NES
Y
Y
ECONOMY
B
B
M
M
U
H
K
K
H
V
L
T
Q
N
T
S
E
X
N
W
V
L
A
O R F

Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on AR (Aerolineas Argentinas):
o Business Cabin : O
o Economy Cabin: X

Connecting with G3 (Gol) on following classes (only selected RBDs) from lowest to highest class, same cabin:
o Premium Economy/Business: D / F / L / C (international sectors only)
o Economy cabin : O / B / N / U / A / P / W / J / T / Y

Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on G3 (GOL):
o Business Cabin : I (Confort Class)
o Economy Cabin: X
Connecting with LA/JJ (Latam) on following classes (only selected RBDs) from lowest to highest class, same cabin:
o Business: D
o Premium Economy W
o Economy Cabin O/ Q/ N/ S/ X/ V/ L/ M/ K/ B/ Y
Passengers holding MilleMiglia award tickets with original reservations on AZ operating, can be rebooked on dedicated award classes on AZ flight and the following classes on LA/JJ (Latam):
o Business: D
o Premium Economy W
o Economy Cabin O/ Q/ N/ S/ X/ V/ L/ M/ K/ B/ Y

SOUTH AFRICA
Booking Option:
Passengers holding Alitalia ticket (055) on canceled flights: FCO/JNB and vice versa, can be rebooked with priority order as follows:
• EY (Etihad Airways)
• SA (South African)
booking on EY (Etihad) carrier:
• via AUH to FCO, if flight is available
• via AUH to CDG / FRA / MUC / LHR / GVA, as an alternative option
as follows:
• on Long Haul leg:
o AZ* marketing on EY operating, where available, on the same class of original booking class, same cabin;
o EY prime, on following classes (only selected RBDs) from lowest to highest:
▪ Business cabin: any class
▪ Economy cabin: T / E / U / V / L / Q / M / K
• on European connection, where available, AZ or AZ*marketing flights

Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on EY (Etihad):
o Business Cabin I
o Economy Cabin N
On SA (South African Airway) carrier, to LHR / FRA / CDG, as follows:
• on Long Haul leg: SA prime, (only RBDs selected) from lowest to highest:
o EY prime, on following classes (only selected RBDs) from lowest to highest:
▪ Business cabin: Z
▪ Economy cabin: W / L / T / Q
• on European connection, where available, AZ or AZ*marketing flights

Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on SA (South African):
o Business cabin: Z
o Economy cabin: W / L / T / Q

INDIA
Booking Option:
Passengers holding Alitalia ticket (055) on cancelled flights: FCO/DEL and vice versa, can be rebooked on EY (Etihad Airways) as follow:
• via AUH to FCO, if flight is available
• via AUH to CDG / FRA / MUC / LHR / GVA, as an alternative option.
as follows:
• on Long Haul leg:
o AZ* marketing on EY operating, where available, on the same class of original booking class, same cabin;
o EY prime, on following classes (only selected RBDs) from lowest to highest:
▪ Business cabin: any class
▪ Economy cabin: T / E / U / V / L / Q / M / K
• on European connection, where available, AZ or AZ*marketing flights
Passengers holding MilleMiglia award tickets with original reservations on AZ prime flight, can be rebooked on dedicated award classes on AZ flight and the following classes on EY (Etihad Airways):
o Business Cabin I
o Economy Cabin N

Update 25 Mars 2020 | État .. | Jusqu'au 25 Mars 2020

Infos générales

https://www.alitalia.com/en_gb/fly-alitalia/news-and-activities/news/info-flights.html

Conditions

Passengers who no longer wish to fly as per the schedule indicated on
their ticket
All passengers who purchased a ticket issued by 3 April for a flight
departing from 23 February to 31 May can request the following by 31
May:
• To change your booking for another trip taking place by 31
December
• A refund with a voucher of equal value to the ticket purchased, valid
for one year, to fly to any destination offered by Alitalia.
Passengers who have had their flight canceled

All passengers in possession of an Alitalia (055) ticket whose flight has
been canceled can request the following by 31 May:
• To change your booking for another trip taking place by 31
December
• A voucher of equal value to the ticket purchased, valid for one year,
to fly to any destination serviced by Alitalia.
• A refund of the price of the ticket or of the remaining value of the
part of the trip which has not yet been completed

Update 20 Mars 2020 | État Reporté | Jusqu'au 14 Avril 2020

Infos générales

Dear colleagues ,

SUBJECT: airBaltic  rebooking/rerouting conditions COVID-19 / dd 20^th march

Due to declared state of emergency by the government of Latvia all airBaltic operated flights will be cancelled between 17Mar - 14Apr (inclusive), 2020, including flights from Estonia and Lithuania.

Conditions

Procedure for travel agencies due cancelled flights - UN segment status in PNR (flight cancellation in in process): 

•        rebook passengers for travel period 15Apr2020 - 31Dec2020, but within ticket validity!!** - BT direct or BT+BT connecting flights - same origin and destination, RBD within same compartment (RBDs I, R, X,N must not be used);
•        offer airBaltic gift voucher with +20EUR per passenger / direction additional value (infants, groups included);

This is an option instead of Full Refund . If passenger (-s) decide to have Gift voucher (GVO) for booking made in travel agency, please write an e-mail to helpdesk@airbaltic.lv mentioning in subject PLEASE ISSUE GIFT VOUCHER. Information about booking and customers e-mail address is mandatory. Gift voucher validity – to be exchanged in airBaltic website within 6 months from issuance date for travel within 1 year.

• Full refund in GDS.(*)

• For interline / code-share 657 tickets: date change to the same routing 15Apr2020 - 31Dec2020 with original carriers, same route, same booking classes as originally booked or fare difference applies;

(*)Refund is applicable only in case of cancelled flights (UN status) otherwise airBaltic holds the right to issue ADMs for incorrectly processes refunds.

Please do not hesitate to contact our call center for questions/help ( GDS/group bookings only/travel agent contact only )

Update 17 Avril 2020 | État .. | Jusqu'au 17 Avril 2020

Infos générales

Conditions

Update 19 Mars 2020 | État Suspendu | Jusqu'au 30 Juin 2020

Infos générales

Coronavirus COVID-19: EK
cancellation of EK182/EK181 & EK184/EK183 from 26 March 2020 until 30 June 2020

Dear Industry Partners,

We would like to inform you that Emirates will suspend EK184/EK183 & EK182/EK181 from 26 March 2020 until 30 June 2020. Due to COVID-19 knock-on effects,
recent travel bans for non essential travel and several country entrance restrictions,
the decision was taken to suspend EK184/EK183 & EK182/EK181 from 26 March 2020 until 30 June 2020.

Conditions

With regards to these cancellations that will be shown in your GDS we would like you to kindly inform your clients and to rebook/reroute & refund as per policy you will find below.

Effective today 19 March 2020, all rebooking / reroute and refund options must follow below guidelines for tickets issued on/before 31 March 2020.

Tickets issued on/before 31 March 2020 Travel ban: Where there is an explicit government notification that prohibits travel from either point of journey origin or destination.

Travel advisory: There is general government advisory against non- essential travel but no travel ban.

Visa process change / Quarantine: Visa process which required visiting an embassy/consulate OR mandatory quarantine at origin or destination.

Passenger is unable to reach airport: Countries which have a government lockdown and passengers are unable to reach airport.

Flight cancellation : Flights cancelled where Emirates is unable to offer an alternate flight or an alternate option is not acceptable by the passenger.

Changes:
• Changes and reissues are permitted to any origin or destination within ticket validity without a reissue fee. Applicable fare difference if any will apply. Please continue to utilise waiver code "ROGW006 DUE COVID-19".

Keep your ticket:
1. Original ticket can be kept with an open coupons status as follows:
• Original ticket can be kept with an open coupon status for 760 days from date of original ticket issue
2. This ticket will then be accepted at face / residual value as payment for a new ticket

Refund & No-show:
• Applicable refund and no-show rules / charges as per date of original ticket issue will apply
• Non-refundable tickets – No refund applies, however please refer to use "keep your ticket" option (see above)
• Refundable tickets – Applicable refund penalty if any to be charged and refund the balance OR passenger can use keep your ticket option

Tickets issued on/after 01 April 2020
Changes:
• Changes and reissues are permitted as per fare rules.
Keep your ticket:
• Original unused ticket can be kept with an open coupons status for up to one year from date of issue.
• This ticket will then be accepted at face / residual value as payment for a new ticket.
Applicable fare difference if any will apply.
Refund & No-show:
• Applicable refund and no-show rules / charges as per date of original ticket issue will apply.

Countries with travel restrictions
More countries throughout the Emirates network have started to impose travel restrictions for example the UAE. The UAE authorities have confirmed that entry will ONLY be granted to:
• UAE citizens
• UAE residents
• Diplomatic passports

This restriction does NOT apply for transit passengers through Dubai Airport.

This means that Belgian citizens will be refused to enter DXB until further notice.

Please make sure to rebook your passengers accordingly

As the situation is changing rapidly and continuously please check relevant travel advisories before your customers travel.

We monitor the development of the Coronavirus situation and we will keep you informed.

Should you have any other queries in relation to this new update, please contact our contact centre via 02/700.7007.

We thank you for your continued support.

Emirates BeLux

Update 17 Mars 2020 | État .. | Jusqu'au 24 Mars 2020

Infos générales

Our Policy

We understand this is a difficult time, so we’re here to help make managing your guests’ travel plans as smooth as possible.

If your guests are scheduled to fly with Etihad Airways before 30 June 2020, they can rebook their flight for free, or use the value of their ticket as credit towards their next trip. 

Conditions

Rebook

If your guests know when they’d like to travel, they can change the date of their flight for free. They can even choose to fly to a different destination, anywhere on the Etihad network.

Their trip must be rebooked for travel on or before 31 July 2020.

•      Change the flight date

•      Pick a new destination within a specified zone

•      No fees or fare difference apply

•      Fly on or before 31 July 2020

•      Multiple changes permitted

Re-routing and endorsement onto other airlines are not permitted. 

Rerouting to an alternate EY gateway is permitted FOC within the zones based on the original origin/destination

Etihad Credit

We’ll reward your customers with up to US $400 and up to 5,000 Etihad Guest Miles when they opt for Etihad Credit. Simply cancel their existing booking and use the value towards their next flight.

Valid on all unused Etihad Airways tickets scheduled for departure on or before 31 July 2020, for travel until 31 August 2021.

Please ensure the PNR is updated with the remark "Invol change due COVID-19”.

All Etihad Guest members will also be rewarded with up to 5,000 bonus Etihad Guest Miles. If your customer is not a member, they can simply enrol to receive bonus Etihad Guest Miles.

Refunds

Some customers may be entitled to a refund if their ticket originated in the USA, UK, Switzerland, or European Union, and their flight has been cancelled by Etihad Airways.

Simply submit your refund request via “Refunds Applications” through the BSP link. ARC agents will need to send an email to EtihadRefunds@etihad.ae. Please note refunds can take up to 4 weeks to process. Don’t forget, you can also change the date of your customer’s flight for free or offer Etihad Credit for future travel.

Update 19 Mars 2020 | État Suspendu | Jusqu'au 30 Avril 2020

Infos générales

Flight Reduction
NH232 / NH231 | Brussels Tokyo Narita Brussels
23 March 30 April
From 29 March until April 24th, ANA will operate 3 weekly flights instead of 7.

Conditions

Special Procedures ① No flights are cancelled in the PNR

Refund (free of charge)
• Unused tickets
→ Direct refund in your GDS with waiver code WCN001
• Partially used tickets
→ Apply for refund in BSP with mention of waiver code WCN001

Change
•Change of flight is possible until June 30, 2020
•Change of routing*/carrier*/ RBD not allowed
* change of routing/carrier allowed if changed to NH (same RBD)
•If the above conditions are met, please reissue with waiver code WCN001 (in endorsement box)

Special Procedures ② Applicable Tickets

ANA 205 plate | Flights have been cancelled in the PNR / UN segment

Refund (free of charge)
•Unused tickets
→ Direct refund in your GDS with waiver code WITSKC
•Partially used tickets
→ Apply for refund in BSP with mention of waiver code WITSKC

Change
•Change of routing/carrier/RBD not allowed
•If the above conditions are met, please reissue with waiver code WITSKC
(in endorsement box)
•If the above conditions can’t be met, please contact ANA reservation for reissue

info.bru@ana.co.jp

Update 24 Mars 2020 | État .. | Jusqu'au 24 Mars 2020

Infos générales

Bangkok Airways would like to announce the flight suspension for “Summer Schedule 2020” as detail follow:

Conditions

1. Reservation Change (Rebook)

• All tickets are allowed to rebook for a new travelling date up to 31 March 2021 without rebooking fee/no show fee.  Rebooking must be done in the same RBD as the original reservation.
• All group tickets are allowed to rebook in the same PNR for a new travelling date up to 31 March 2021 without rebooking fee. Rebooking must be done in the same RBD as the original reservation.
• For group deposits, the deposits shall be kept for group reservations (same PNR) with a new travelling date up to 31 March 2021.

2. Route Change (Reroute)

• All tickets are allowed to reroute for a new travelling date up to 31 March 2021 without rerouting fee.  Fare differences, fuel surcharges and taxes are payable on reissuing of new tickets.

3. Refund Policy

• All tickets, whose reservations are involuntarily cancelled by Bangkok Airways due to flight suspension, are eligible for a full refund (no fee).

Please find here rectification on REFUND  procedure – IMPORTANT

Direct refund  - via GDS : send us the refunded E ticket number by mail to avoid ADM

 Refund via BSPLINK – send us the refund application number by mail to avoid ADM

Update 24 Mars 2020 | État .. | Jusqu'au 24 Mars 2020

Infos générales

Conditions

Update 26 Mars 2020 | État .. | Jusqu'au 26 Mars 2020

Infos générales

Conditions

Update 22 Mars 2020 | État Annulé | Jusqu'au 31 Mai 2020

Infos générales

JOHANNESBURG, 20 March 2020 –South African Airways (SAA) has announced that it will immediately suspend all international operations until 31 May 2020 in response to a government travel ban aimed at stopping the transmission of the Coronavirus (Covid-19).

The COVID-19 pandemic and attendant travel restrictions, resulted in substantial decline in demand for air travel. The situation caused many airlines across the world to ground aircraft, release their employees, and to cancel flights

SAA regrets any inconvenience to our customers as a result of the COVID-19 pandemic and we encourage all customers to visit our website, www.flysaa.com, for further updates.

All flights till 31 May will be closed immediately

SAA contact details AVIAREPS

Conditions

Update 26 Mars 2020 | État .. | Jusqu'au 26 Mars 2020

Infos générales

How to reissue tickets based on the Lufthansa Group airlines’ Goodwill Policy (TWP2011) (Version 1, as of 24 March 2020) General Information Applicable for OS/LH/LX/SN/EN (257-, 220-, 724-, 082- or 101-) tickets issued on/before 31 March 2020 with ticketed flights until 31 December 2020. Apply the total value of the original ticket toward the purchase of a new ticket with current pricing. The original ticket serves as a credit (“voucher”). The total value of the ticket (fares/taxes/fees/surcharges) is referred to as “price” in this context. It is not possible to use automatic recalculation/reissue tools. Passengers using the rebooking options of this goodwill policy will receive a discount of EUR50/CHF50/USD50 or the equivalent in local currency (conversion to any other additional currency must be done from EUR). Exception for all tickets including child/infant tickets: At least one of the tickets (original or new) must have a base fare (without taxes/fees/surcharges) higher than EUR50/CHF50/USD50. This means: If both tickets (original and new) have a base fare of EUR50/CHF50/USD50 or less, then no discount is applicable. Calculation Principles  The passenger receives a discount of EUR50/CHF50/USD50 either deducted from the additional collection (ADC) or on EMD as residual value/refundable balance, which can be refunded at a later stage  As per IATA standard, a residual value/refundable balance EMD is available in all reservation systems. In case of questions, e.g. on how to issue this EMD, please contact your reservation system’s helpdesk.

Conditions

Rebooking/Reissue Process The fare shown in the reissued ticket must always be the current fare for the trip. The discount is deducted from the additional collection where applicable. Option 1 for passengers who already know when they want to fly:  Cancel original flights  Book new flights on original or different routing, Lufthansa Group airline flight or as per new fare rule  Price new flights with current fares, taxes, fees and surcharges  Compare total price of original ticket and new price Complete the ticket entries:  If new price is higher than original price, enter additional amount to be collected (reduced by the discount)  If new price is lower than original price, set fare and all taxes/fees/surcharges to “paid”  Enter form of payment (original and new) if applicable  Enter original issue  Endorsement entry: TWP 2011  Enter an SSR OTHS element to the PNR which will be used to identify the ticket you have reissued for the Bonus of EUR 10 per ticket. (Further details will be communicated later). SSR OTHS-TWP2011  Reissue the ticket and the residual value EMD (if applicable) simultaneously. If passenger purchased an ancillary service, the respective EMD may be used again for the same service, e.g. ASR – EMD can be re-associated or reissued. If this is not possible, the EMD is non-refundable and the service must be purchased Option 2 for passengers who do not yet know their new travel date:  If possible, cancel original booking. (the ticket remains valid, however, even if the customer is a no-show)  We recommend that you keep the PNR active, provided that the reservation system you are using offers this function.  If the reservation system you are using does not offer a function for holding the PNR or if the PNR is expired, create a new PNR at time of the new booking and perform the reissue with the existing ticket. PNRs held based on the previous goodwill rule (TWP 2008) with the entry "CORONA2008" can of course be used. Once passenger does the new booking, please proceed as described under option 1. GDS entries for holding the PNR GDS Entry Amadeus (1A) RU1AHK1FRA31DEC/CORONA/TWP2011 Apollo (1V) 0(=Zero)TURZZ(=airline)BK1(=number of pax)FRA(=issuing office)31DEC(=valid until)-**CORONA/TWP2011** Example: 0TURLHBK1FRA31DEC-CORONA TWP2011 Galileo (1G) RT.T/31DEC(=valid until)*CORONA TWP2011 Example: RT.T/31DEC*CORONA TWP2011 Worldspan (1P) TNZZ(=airline)MK1(=number of pax)MIS31DEC(=valid until)/AN-CORONA TWP2011 Example: TNLHMK1MIS31DEC/AN-CORONA TWP2011 Sabre (1S) 0OTH(=airline)GK1FRA(=city code)31DEC-CORONA TWP2011 0OTHLHGK1FRA31DEC-CORONA TWP2011 The free text is not transmitted to the carrier; it is only for the agency to know the reason for the retention Option 3 for passengers with partially used tickets The TWP also applies to partially used tickets. The value of the unused portion can be applied to the reissuance of a new ticket, in addition to receiving the discount.  Verify the fare and taxes for the unused segments and apply this value towards the new ticket price.  Deduct the discount from the difference and collect the remaining amount as ADC with reissuance of the new ticket. Example: Price for original ticket is EUR 1000 (FRA-JFK-FRA). Passenger was originally booked and already flew FRA-JFK 20FEB20 and return flight is booked JFK-FRA 20APR20, ticket was issued 03JAN20. Passenger wishes to change return flight to a new date (prior to 31DEC20). New price is EUR 1300 (repriced with historical fares/past date pricing) Fare difference of EUR 300 (1300-1000=300) will be discounted by EUR 50. Fare difference is higher than EUR 50. Additional collection amount EUR 250 to the customer (300-50=250)

Update 20 Mars 2020 | État Reporté | Jusqu'au 01 Avril 2020

Infos générales

COVID-19 - AMS Flight Cancellations
20 March 2020
Dear Agent,
In response to COVID-19 and the global border closures, Singapore Airlines is further suspending services across its network, including services to and from Amsterdam on flights SQ323/324 from 1 April 2020 to 01 May 2020. All services to and from Amsterdam up until 1 April 2020 will continue to depart according to schedule.

aporeair.com.sg

Conditions

Please note that tickets for cancelled flights will automatically be converted into an open-dated ticket, whereby the inbound flight needs to be finalised by 31 March 2021.
- For passengers with April departures impacted by the cancellations, refunds will be applied in line with the ticket conditions or 1 FOC change to a later date for the same routing and RBD (penalty fees waived).
- If passengers would like to change flights, penalty fees will be waived, although a fare difference may apply for the new itinerary.
- If passengers decide to make alternative arrangements to return home, unused parts of their ticket  will be refunded by means of an EMD (to be issued and used on SQ/MI flights before 31 March 2021).

Waiver Policies as mentioned in previous news bulletins are hereby invalidated.

We have noticed a surge in erroneous refunds that have come through the GDS channels. Particularly so  during this challenging period, the errors comprise deviations from SIA’s policies and/or wrong computations of refund values. To reduce the need for our administrative resources to follow up on such issues, we have suspended the Refund Notice function through the GDS. Where applicable, you may still submit Refund Applications through BSPlink. You may contact your account manager if you have any further queries.

Travel agents who require assistance are encouraged to contact Singapore Airlines directly at AMS_SalesOps@singaporeair.com.sg. However, due to the high volume of incoming requests, we seek your understanding that it may take longer than usual for our staff to respond.

We apologise for any inconvenience caused.

Kind regards

SINGAPORE AIRLINES
Evert van de Beekstraat 26 • 1118 CL Schiphol • Tel: +31 20 5488888 • AMS _SalesOps@sing

Update 20 Mars 2020 | État .. | Jusqu'au 23 Mars 2020

Infos générales

Rebooking policy for all reduced and cancelled flights any routes other than route BRU-BKK-BRU (TG935/TG934) only

Conditions

• Free rebooking to any other flight with better connections up to latest 15DEC20, same RBD, same season
• If cancellation : fee as per ticket is applied

2. Rebooking policy for all cancelled (UN) flights on TG934/TG35 route BRU-BKK-BRU for Summer 2020

• Free rebooking to any other direct flight, same RBD, same season till 15DEC20 as latest travel dates.
• The rebooking, reissue must be done LATEST 30APR20, only if the original flight dates are not no-show and cancelled before departure, coupons can be left open for rebook/reissue latest 30APR20
• Please offer always rebooking or rerouting as first option to avoid unlimited cancellations, however if rebooking is unable to be accepted by the passenger, then you are allowed to submit for full refund via application for refund in BSP, deadline for request is 30APR20.
• Please note that for all UN flights, you have to follow the attached rebook/reroute/refund policy with all correct details to be mentioned in ENDO/OSI field and RA or the change will be rejected our end.

Update 27 Mars 2020 | État .. | Jusqu'au 27 Mars 2020

Infos générales

• Rebooking/reroute/reissue allowed till 25JUN21 (instead of 15DEC20)

• If original flights are cancelled in PNR before travel dates, then TG allows the rebooking/reroute/reissue to be done by latest 31JUL20 (instead of 30APR20)

• Please handle all as per attached procedure and please note that all correct notifications into endo/osi/refund applications must be followed in order to avoid any adm afterwords.

• Please kindly find attached also all details on travel period to be applied during LOW / SHOULDER / HIGH SEASON for correct rebooking in same season.

Conditions

Update 02 Avril 2020 | État .. | Jusqu'au 02 Avril 2020

Infos générales

• Rebooking/reroute/reissue allowed till 31DEC21 (instead of 25JUN21)

• If original flights are cancelled in PNR before travel dates, then coupons can be left open and TG allows the rebooking/rerouting/reissue/refund to be done by latest 24OCT20 (instead of 31JUL20)

• AS FROM TODAY, ALL TG REFUNDS (FULL OR PARTLY) are only allowed via application for refund in BSP. With immediate effect, agents are NOT ALLOWED to handle any DIRECT REFUND in BSP for TG tickets after this mailing. This new rule will be in place until further notice.

• Please also find attached all details on travel periods to be applied during LOW / SHOULDER / HIGH SEASON for correct rebooking in same season up to 31DEC21.

• Please be informed that for any rebooking, rerouting or refund that has already been handled, the new policy cannot be applied in a retroactive way, as the new policy is only valid for all rebookings / reroutings / refunds handled after this mailing. 

Conditions

Update 20 Mars 2020 | État Suspendu | Jusqu'au 30 Avril 2020

Infos générales

United Airlines - update 20 mar 2020

To our travel partners,

We’ve never seen anything quite like the times we’re in, and we’re taking the necessary aggressive actions to ensure we come through this and continue to serve you for many years to come. Our greatest assets as we face this challenge together remain our team and our relationships with each of you.

Conditions

We recognize that these are extraordinary times for us all, and we remain at your service, ready to provide solutions and answers in a period with a lot of questions and uncertainty. In response to your feedback, we’re implementing the following additional changes effective immediately:

New agency-booked record cancel options
We know your contact centers are extremely busy right now handling customer calls, and we want to help. For agency-booked customers who want to cancel or change their itinerary, both are now supported through united.com and the United mobile app - there’s no need to call United. Please remind your customers that if they do not intend to travel, it’s important to cancel their itinerary before travel to retain the ticket value for future use.

Travel flexibility
If you're scheduled to travel at any time through April 30, 2020, and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling.

We hope these measures are useful, and help you focus on your health and safety and that of your travelers. We’ll continue to review our processes and timelines and adjust ccordingly as things evolve.

As we move forward, we’ll keep you informed as early and as often as possible. We’ll be here for you and at your service no matter what happens, and we will be ready to welcome you on board when the time comes. If there’s anything we can do to help you, please do not hesitate to ask.

We’ll be in touch soon, and on behalf of the entire United team, I’d like to extend our heartfelt best wishes.

Update 19 Mars 2020 | État Reporté | Jusqu'au 31 Mai 2020

Infos générales

Agency Informations
Ed March 19 , 2020
TRADE MEASURES
Flexibility applicable to the entire Air Austral network Covid-19

In this period of exceptional circumstances , Air Austral is adapting and relaxing its commercial measures for its entire network.

Passengers, in possession of an Air Austral ticket issued before May 31, 2020 inclusive for a flight scheduled until September 30, 2020 inclusive , may postpone their trip within the validity limit of one year from issue of their ticket under the conditions below:

Conditions

Changes : Ticket non changeable or changeable with penalty

- Possibility to change the travel date
• If the travel date is postponed before November 30, 2020: possibility of changing the travel date without penalty, without seasonal adjustment, and without tariff adjustment in the same travel cabin.
• If the travel date is postponed from December 1, 2020: possibility of changing the travel date without penalty, with tariff and seasonal adjustment if applicable.( For tickets paid with a territorial continuity voucher, departure must be made before December 31, 2020.

- Possibility to change the destination without penalty and with a tariff adjustment if applicable

This measure is not applicable to passengers who have benefited from territorial continuity

- A voucher of the ticket value is possible according to the conditions of reuse indicated above (no EMD issue required )

Refund: :
Tickets remain non-refundable / refundable under the conditions of the fare paid

All of theses measures are valid excluding allotment and group rates which follow specific conditions.

For any reissue and issue of document, to endo: REPORT CORONAVIRUS

Thank you for sharing this information with your teams

Update 25 Mars 2020 | État .. | Jusqu'au 25 Mars 2020

Infos générales

COVID-19

In order to make the self-management of involuntary changes and reissues for cancelled flights due to COVID-19 easier, here is all the information regarding our flexibility policy and further procedures.

Conditions