Due to the current situation we are experiencing very high volumes of incoming customer service requests with the result of long response times. If you have a request regarding cancellation, rebooking or schedule changes you need to use the contact form. Unfortunately, we can’t help you over phone. Customers that have a cancelled flight will be contacted. Potential refunds have a handling time of at least 6 weeks.
If your request does not refer to a flight within the next week, please await to contact us.
If you have an active customer service request, we kindly ask you not to make a new request, as this will only make our queues and response times longer. We will inform you as soon as we have an update in your case.
We apologize for the situation and are doing our best to handle all cases as quickly as we can.
How long is the waiting time for a refund?
Please note that due to the current situation the handling times for refunds are much longer than usual. We can’t give the exact time frame for the refund as each airline also is under a massive workload, but we will of course do our very best to get your refund to you as soon as possible. You will receive an email when your refund has been processed, please wait for that email before trying to contact us.
Will I get a refund?
We recommend you to check with your airline on what form of refunds they offer at the moment. Many airlines have now stopped issuing refunds in cash and now only offer rebooking or in some cases vouchers. This affects our ability to process refunds as we are subject to each airline's rules.
In the cases where a refund is possible according to the airlines terms, our customer service on behalf of the customer needs to file for the refund with the airline. We can’t pay any money to the customer before we receive the payment from the airline. In cases where a refund is granted and paid to us by the airline we will process the refund to the customer as soon as possible. In all cases we will charge a handling fee to process the refund with the airline.
How will you keep me informed about updates?
You will receive an email when your refund has been processed and we ask you not to contact us for updates on your request, as this is only making customer request queues even longer.
How can I contact you?
Right now we are asking you to let us focus on the most critical cases. For the moment, we can’t answer general questions. If you have already a customer service request you do not need to reach out again. Currently, the waiting time is much longer than usual. To find information about your flight, and the terms provided by your airline please visit the airlines homepage.