COVID-19 Airline updates - a comprehensive list - Travel ...
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COVID-19 Airline updates – a comprehensive list
Airline Date Info
Updated Schedule Change Policy and GDS Instructions for Future Credit
Air Canada has revised its Schedule Change policy, effective immediately, for schedule changes processed as of March 19, 2020.
This is what it means for affected customers:
Refunds are not permitted, as per the updated Schedule Change policy.
Customers are eligible to retain the value of their ticket as a future credit, regardless of fare brand, valid for all travel to be completed within 24
months.
Exceptionally, select countries have consumer regulations which Air Canada is required to abide by to offer a full refund. The list of countries is
detailed below:
Flight Origin Refund of unused coupons Deadline to request refund after Schedule Change
From Algeria Yes + return to origin 8 days
19-Mar-
AC From Argentina Yes 30 days
20
From Brazil Yes + return to origin N/A
From Chile Yes N/A
From Colombia Yes N/A
From India Yes N/A
To/from Israel Yes 21 days
Any ancillary products settled in the EMD are still refundable.
As a reminder:
Affected customers whose flights are cancelled are still eligible for a full or partial refund if permitted by the fare rules.
The updated Schedule Change policy and GDS instructions on how to extend the ticket validity to use for future credit when affected by a
Schedule Change, are outlined in the updated document.
Given the evolving situation, please be aware that these documents are subject to change.
We recognize these are difficult times and we thank you for your continued support.
https://www.cathaypacific.com/cx/en_AU/travel-information/travel-preparation/travel-advisories/covid-19-refunds-and-ticket-
CX
changes/refunds.html
DL https://pro.delta.com/content/agency/au/en/news/exception-policy-archive.html
EK https://www.emiratesagents.com/au/english/booking_support/covid-19/
EY https://www.etihadhub.com/en-ae/
LA https://www.latamtrade.com/en_au/Lufthansa Group airlines offer passengers an extensive goodwill policy for free of charge rebookings
Dear Vanessa,
Due to the current spreading of the corona virus, the airlines of the Lufthansa Group are offering passengers the possibility to rebook their flights
(worldwide) once free of charge.
Rebooking options for future bookings:
The Lufthansa Group airlines are introducing more flexible, free of charge rebooking options. The extended goodwill rule now also applies to new
bookings ticketed between 6 March and 31 March 2020. It is valid for booked travel between 6 March 2020 and 25 March 2021. Please refer to
irreg.lufthansaexperts.com for all details of this goodwill policy.
Rebooking options for existing bookings:
In order to simplify the processing of rebookings based on the current goodwill policy for you, the Lufthansa Group airlines have decided to do
without a waiver entry for selected rebookings with immediate effect.
10-Mar-
LH/LX/OS
20
You can now make all rebookings/reissues for booked flights between 5 March and 30 April 2020 whose ticket was issued up to and including 5
March 2020 according to the published goodwill policy (TWP 2006) yourself without having to request a waiver from your Lufthansa Group Agency
Support.
Please make sure to observe the provisions of the goodwill policy and, if necessary, charge any fare difference that may arise due to a changed
booking class or travel season, for example, to avoid possible ADMs.
At the same time, we would like to point out that the Flight irregularities policy for business partners (OS/LH/LX) and the Brussels Airlines INVOL
rules continue to apply for rebookings/reissues/refunds of cancelled flights.
The current situation is a great challenge for all of us and we hope that this process adjustment will make your work noticeably easier. We would
like to take this opportunity to apologize to you for the long waiting times during the last days.
Thank you very much for your efforts and the support in serving our mutual customers!
11-Mar-
MH https://www.malaysiaairlines.com/my/en/advisory/coronavirus-entry-restrictions.html?456
20
12-Mar-
NZ https://www.airnzagent.com.au/travel-alerts#GdAzlHKDvHtcugY2znHv
2017 MAR 2020 Notice
Australia to All routes Ticket Change Guideline
Please be advised of the updated ticket change guideline below in response to flight suspension.
Applicable Routes: Australia Departures to all destinations
Applicable Conditions
1) Departure Date: Effective immediately ~ 30th of JUNE 2020
2) Only applies for pax who will be affected by Australian inbound travel ban and/or 14-day self-quarantine regulations
Reissue/Rerouting
1) For Re-routing or Endorsement cases, please email us on sydneyoz@flyasiana.com
17-Mar-
OZ Refund
20
1)Refund Penalty Waiver - Please submit refund applications to BSP-link - For refund enquiries, please email us on tpsyd@flyasiana.com (Do not
apply refund cases to this email address)
※ Due to the unprecedented number of refund applications, it may take up to 6-8 weeks to be processed.
NOTE
Please note that the information above is subject to change without notice
Please review the details above, alongside OZ fare rules and charges
Failure to abide by all conditions stated or Misuse of OZ waiver may result in reissue penalties, agency ADM or passenger fines
Contacts
Should you need further clarification, please send emails to the address below.
- Reissue/Rerouting : sydneyoz@flyasiana.com
- Refund : tpsyd@flyasiana.com
Please contact us by email only as we do not accept incoming calls for this matter.
QF https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-january-20/coronavirus-travel-update.htmlTravel Advice Update 20 March 2020
Travel With Confidence (Version 1.3)
Dear Travel Partners,
Qatar Airways recognizes that some passengers may wish to alter their existing travel plans in light
of COVID-19 (coronavirus). We have altered our commercial policy accordingly in order to provide
maximum flexibility and peace of mind to our customers.
Passengers travelling with Qatar Airways up to 30 September 2020 can now change their travel plans
free of charge by altering their booking dates.
Applicability:
· Covers all new and existing bookings on QR, codeshare and interline flights booked on QR
published fares and private fares on (157) stock/plate only
· New bookings made and ticketed up to 27 September 2020
· Change penalty is waived.
· Changes must be made at least (3) days prior to departure.
· New travel date must be within fare and ticket validity and all fare basis conditions of the existing
tickets apply
· Refund/cancellation fee is not waived.
· Ticket can be held in credit valid for 12 months from the original date of issue for future travel.
Please observe existing booking fare conditions. All applicable fares differences and taxes will
apply.
20-Mar-
QR · This policy does not apply to Group bookings
20
Method of Ticket Reissuance:
Ticket to be reissued by collecting all applicable fare differences and taxes. E-ticket to be reissued
with below endorsement:
INVOL DUE TO COVID REF COM1052 Version 1.3
Validity Example:
Original ticket 19OCT19 for travel 17MAY20 ticket must be reissued on or before 18OCT20, travel
can be beyond reissue date within system date range.
This applies to tickets that have not commenced travel.
Frequently Asked Questions
What dates are impacted?
Any ticket that has an unutilised sector booked for travel on/before 30 September 2020.
For example, a ticket issued on 30 October 2019 for FRA-BKK for travel on 31 May 2020 can be
changed FOC. However, a ticket issued on 30 October 2019 for travel on 1 October 2020 is not
covered.
When can booking changes be made?
Changes are permitted up to 3 days prior to departure.
The new travel date must be within fare and ticket validity and all Fare Basis conditions of the ticketpresented for exchange/reissue should be observed. If the booking has been cancelled up to 3 days prior to departure, is it possible to book new segments and exchange/reissue the ticket after 30 September 2020? Yes. The new travel date must be within fare and ticket validity and all Fare Basis conditions of the ticket presented for exchange/reissue should be observed. Example: Departure date of the segment which passenger requests to be rebooked: 15MAY2020 Latest day when such segment shall be cancelled from PNR (according to this 3 days rule): 12MAY2020 If segments are cancelled within 3 days prior to departure, can we offer options as per this Policy? No. Rebooking/rerouting/refund conditions applicable to the ticketed fare basis shall apply on voluntary principle. Going places together. qatarairways.com ausupport@au.qatarairways.com (AU) nzsupport@nz.qatarairways.com (NZ)
Ref: SYD/20/025
Date: 20 MARCH 2020
SOUTH AFRICAN AIRWAYS to Offer Customers One Free Change
on certain SAA Flights due to Coronavirus
South African Airways is closely monitoring the situation around Coronavirus and would like
to advise to our Trade Partners and Passengers they can book with peace of mind.
Given the uncertainty surrounding the coronavirus pandemic, South African Airways (SAA) is offering
customers one free change in reservations on SAA operated flights subject to the conditions below.
SAA waiver policy applies to ticketed passengers on SA-083 ticket stocks only with the following
conditions:
(1) SA-083 tickets issued on/before 15 March 2020 for travel between 15 March and 30 April
2020
(2) Any new bookings for travel planned between 15 March and 30 April 2020.
Below is a summary of terms and conditions related to SAA’s rebooking policy on SAA operated flights.
Please use the blanket waiver code in the endorsement “INVOL CHG FEE WAIVE DUE COVID-19 SA
FLT/DATE” for the following requirement without calling SAA.....
20-Mar-
SA
20
· Must rebook & reissue ticket by 30 April 2020.
· Complete travel by 28 February 2021.
· One free change and ticket reissue permitted only.
· Rebook with the same booking class with no additional collection and change fees will
be waived. Additional airfare collection and taxes will apply to cases of seasonality
change, but change fees will be waived.
· Applicable to all fare types.
· If same booking class is unavailable, upgrade to lowest applicable booking class. Additional airfare
collection and taxes will apply, but change fees will be waived.
· Change of cabin is not permitted.
· Change of routing will not be permitted.
· This travel advisory waives the 72 hours rule.
· No refunds are permitted as part of this advisory.
· Previous ‘no-show’ passengers are not eligible for this waiver.
· Change of classes and routes are not permitted, without the normal penalties and associated
change fees.
· The changes are applicable to South African Airways flights only issued on SA (083) ticket stock
only.
· This travel advisory is applicable to South African Airways operated flights, Mango Code-Share
(SA2000) and SA Marketing (SA7000) issued on SA-083 ticket stock.
· This travel advisory is applicable to SA Express (SA1000) and Airlink (SA8000) flights that formpart of an itinerary that contains SAA operated flight issued on SA-083 ticket stock and not on
separate tickets of other airlines.
· SAA reserves the right to withdraw or revise the conditions without prior notice.
· You do not need to call SAA as long as the above parameters are met
SAA regrets any inconvenience to our customers as a result of the coronavirus and encourages customers
to visit the website www.flysaa.com for further updates and information.
We strongly encourage only those customers travelling within the next 7 days to contact us if needed. If
your clients are travelling outside this period, please consider contacting us later when if possible due to
high call volumes.
We thank customers for the support by continuing to place their trust in South African Airways with their
travel plans.
SQ https://www.singaporeair.com/en_UK/sg/travel-info/covid-19/
TG https://www.thaiairways.com/en/news/news_announcement/news_detail/ticketing-procedures_covid19.page
VA https://www.virginaustralia.com/au/en/bookings/agents-corporate-bookings/agency-hub/#commercial-policies
https://www.vietnamairlines.com/~/media/Files/VNANew/Travel%20Information/Covid-19/20200319-en-ticket-change-and-refund-covid-19-
VN
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