Airline Policies

Please see the list below where we collect rebooking and cancellation policy information provided to us by various airlines. 

If your carrier is not listed, please check the websites of your respective airline for information regarding their policies. This is also important as the policies of airlines are changing rapidly.

Please check the page of your carrier regularly to receive the latest information and inform yourself about the travel regulations issued by your local authorities

We have created a dedicated email address for all travel-related ECR 2020 postponement questions: flight@myesr.org

As the information below is provided by external sources the ESR is not responsible for its accurateness. 

AIR FRANCE AUTHORIZES RE-BOOKING AND CANCELLATION AT NO EXTRA COST THROUGHOUT ITS NETWORK FOR FLIGHTS BOOKED ON AND BEFORE 31 MARCH, 2020

Update on 3 March 2020, 10:00 PM Paris local time

Since the outbreak of the COVID-19 virus, we have been doing everything possible to assist our customers and allow them to postpone or cancel trips planned to/from areas with a risk of exposure.

We are now going further and extending these measures to our entire network, for reservations to come and bookings already made. You can thus book your next trip with minimum stress, with the guarantee of being able to modify your booking at no extra cost if you so wish.

If you have an Air France ticket, issued on or before 31 March, 2020, and valid for a flight scheduled between 3 March and 31 May, 2020, regardless of the destination, you can postpone your trip at no extra cost onto a later flight to the same destination until 31 may, 2020 included, in the same booking class.

Save time by changing your booking directly online, in the "Your reservations" section of the website or in the mobile app. You can also contact your travel agent.

You may also choose to postpone your departure after 31 May 2020change your destination or cancel your trip via your travel agent. In these cases, we will provide you with a voucher that will be valid for 1 year and can be used on AIR FRANCE, KLM flights. This voucher will be non-refundable.

No change fees

With the current developing conditions around the globe, we understand that your travel plans might change. So we’re giving you the flexibility to reschedule your trip with no change fees.

Any booking made before 31 March 2020 now comes with the option to adjust your travel dates at zero charges.

If you’re an Emirates Skywards Silver, Gold or Platinum member, you can take advantage of the added flexibility of retaining your membership status with just 80% of the travel requirements for your tier. You also enjoy 20% more Tier Miles on your trips until 30 June.

How does it work?

When you book your ticket on emirates.com you may still see the change fee reflected during the booking process. Rest assured that we will waive the change fee for your rebooking.

All you have to do is contact our contact centre once you wish to make a date change and we will help you with your rebooking and make sure that no change fee is charged. Should you change the booking to a date in a season with a higher fare, we’ll only charge the difference between the cost of the previous and the new ticket.

Terms & Conditions

Change fees and reissue fees are not applicable to new tickets issued on/before Tuesday 31 March 2020, regardless of travel date.

If there is a difference in the airfare or applicable taxes, due to the reissue/reroute of the ticket, the additional amount will need to be collected.

Customers can change their booking to travel on any date within 11 months of the original date of purchase.

The policy covers all existing destinations across the Emirates network.

Source: https://www.emirates.com/at/english/book/about-booking-online/book-with-peace-of-mind/
March 08, 2020 6pm CET

!! ATTENTION !!

We have set up a new contact form to enable us to handle your concerns even more quickly and efficiently.

Please send us your request via the following link again: http://www.austrian.com/Contact.aspx?cc=AT&sc_lang=en – only these inquiries will be processed.

Is it urgent? If so, our telephone teams will be happy to help you:

Questions about the website, Web Check-in and online bookings:
Tel: +43 5 1766 1001, daily from 8.00 a.m. to 8.00 p.m.

Questions about bookings, rebookings or fare information:
Tel: +43 5 1766 1000, daily from 8.00 a.m. to 8.00 p.m.

You can also find responses to the most frequently asked questions online, in our ‘Help/FAQ’ section at www.austrian.com.

With kind regards,
Your Austrian Airlines Internet Team

 

Passengers and/or travel agents have to contact their local Austrian, Lufthansa or Swiss call center or travel agent for a rebooking.

Eligibility

This waiver applies to passengers, who are currently holding valid tickets with following parameters:

Ticketed date: Issued on/before 05 MAR 20

Tickets issued by: LH/OS/LX/SN/EN (ticket numbers starting with 257-, 220-, 724-, 082- or 101-)

Ticketed flights: Ticket includes any OS/LH/LX/WK/SN/EW/4U/EN flight numbers worldwide

  1. Operated by OS (Austrian) / LH (Lufthansa) / LX (SWISS) / WK (Edelweiss) / SN (Brussels Airlines) / EW (Eurowings) / 4U (Germanwings) / EN (Air Dolomiti) and/or
  2. Operated by OAL (“Codeshare”)

Tickets issued with original confirmed date of travel: Between 05MAR20 and 30APR20

 

Rebooking

 A. For changeable fares:

  • Permitted: One change of itinerary with change penalty waived. Itinerary re-price is required.
  • Change of Origin/Destination is NOT permitted under this change penalty waiver. 
  • Change of Origin/Destination is per original fare rule only.
  • Change and re-issue required before the original travel date(s).
  • All other conditions of the original fare applies.

RBD/Booking class: Re-price according to the new itinerary and the RBD used.

New date of travel:

  • For completely unused tickets: Last day of departure on/before 31DEC20 and Travel completion on/before 31DEC20.
  • For partially used tickets: Within the original ticket validity or Travel completion on/before 31DEC20, whichever is earlier.

 

B. For non-changeable fares:

  • Permitted: One change of itinerary. No change penalty applies. Itinerary re-price is required.
  • No change of Origin/Destination.
  • Change and re-issue required before the original travel date(s).
  • Re-price/ticketing instruction.
  • When original ticketed RBD is kept, the new fare may be lower/equal or higher. Any residual amount will be ignored.
  • When RBD is changed the new fare may only be equal or higher.
  • Charge the difference to the higher fare.
  • In case of subsequent re-issue/exchange, the original non-refundable fare or refund penalty amount remains non-refundable.
  • All other conditions of the original fare applies.

RBD/Booking class: Re-price according to the new itinerary and the RBD used.

New date of travel:

  • For completely unused tickets: Last day of departure on/before 31DEC20 and Travel completion on/before 31DEC20.
  • For partially used tickets: Within the original ticket validity or Travel completion on/before 31DEC20, whichever is earlier.

 

Refund

Per original fare rule

Impact of the coronavirus on our flights

Due to the Coronavirus outbreak, following guidelines have been published for customers who have a ticket purchased on flights operated by Iberia, Iberia Express and Iberia Regional Air Nostrum on certain routes, according to the information detailed below. You have the posibility to change the dates or request a bonus * for the amount of the ticket. You can request your bonus by completing this form.

If you bought your ticket to fly with us through a travel agency, you must consult the agency to modify your booking.

As the situation remains dynamic, our flight schedules may change at short notice to comply with regulatory directives or operational requirements, we suggest that customers access at Manage my booking to be able to report directly any change that affects your trip.

https://www.iberia.com/at/der-neueste-status-unserer-fluge/