With the recent Covid-19 outbreak, many of us have put on hold our travel plans, at least for now. For those who have already booked their flights, don’t rush to cancel them! There are many options to rebook or reschedule your flights to your destination (unless it is in Mainland China) without having to pay a fee. If your flight has been affected, many airlines also provide fee waivers or rescheduling for customers who are affected.

Here’s all the information you’ll need to know regarding any flight changes that may be made.

We recommend all travellers to review guidance from the World Health Organization and to follow official travel advisories issued by their home countries. 

All information in this article is accurate at the time of writing and subject to change without prior notice. ShopBack Users should also check the relevant merchant pages for Terms and Conditions on Cashback earnings in the event any cancellation is made.

1. Singapore Airlines

For Customers Travelling to and from Mainland China, Hong Kong and Macau

Singapore Airlines will be waiving all rebooking fees for customers with tickets issued on or before 15 March 2020.

  • Applicable for travel dates up to 31 May 2020
  • Commencement of new travel date: on or before 31 March 2021

Note: Fare difference may still apply for the new itinerary.

  • For all new SIA and SilkAir tickets issued from now to 31 March 2020, change fees will also be waived.

Customers who booked through travel agencies are advised to contact their travel agent for assistance. Customers who booked their tickets directly through Singapore Airlines, and will be travelling within seven business days, may contact the Singapore Airlines reservations team at +65 6223 8888.

Singapore Airlines official updates: Here

Information on Adjusted Singapore Airlines Services to Europe(as of 14 March 2020): Here

Information on Adjusted Singapore Airlines Services to the US (as of 14 March 2020): Here

Singapore Airlines Contact Information:

 

2. Emirates

The list of suspended flights services from Emirates can be found here.

Fee Waivers

  • For bookings made on or before 31 March 2020

Refunds and Rebooking Policy for Customers unable to travel due to travel restrictions; impacted due to flight cancellations and suspensions (not including Iran):

  • For tickets ticketed to travel until 31 May 2020
  • Rebooking is permitted until 30 June 2020
  • Rerouting is permitted until 30 June 2020 to select destinations only.
    • Fare differences may apply.
  • Travel vouchers for ticketed value
  • Refund of unutilised tickets

Refunds and Rebooking Policy for Customers unable to travel due to cancellation of flights to/from Iran:

  • Emirates flight to/from Iran are cancelled until further notice.
  • Unused tickets for travel to /from Iran booked to travel till 30 June 2020 may opt for:
    • travel voucher for the ticketed value
    • Request a refund here if you have booked directly with Emirates
      • Indicate “Refund request due to Coronavirus” in the comments section.

Emirates Customer Service:

  • 4008822380 (China)
  • 85230713019 (Hong Kong)

Emirates Updates: Here.

3. Qatar Airways

As on 25 March 2020, Qatar Airways has launched a new policy to provide passengers with maximum flexibility to suit their travel plans. Passengers that have booked or will book flights travel plans up to 30 September 2020 will be offered the flexibility to change their travel plans free of charge by either:

  1. Altering their booking dates
  2. Exchanging their ticket for a travel voucher valid for one (1) year.

Both changes apply up to three (3) days prior to departure.

Below is an official statement from Qatar Airways:

“Qatar Airways has amended its ‘Travel with Confidence’ and flight disruption policies to give customers even more flexibility. Customers who choose to receive a travel voucher for future use will receive the full unutilized value of their ticket plus an additional 10% of the fare cost as an added value offer. Customers also have the option for a refund back to the form of payment they used when purchasing their tickets – the administration of this refund will take up to 30 days to process. Vouchers for future travel continue to be the most expedient way of helping customers while we manage the backlog.

We hugely appreciate the understanding and patience of our customers during a time of unprecedented call volumes and call centre closures due to government restrictions around the world.”

Terms and Conditions:

  • Valid for tickets purchased directly with Qatar Airways or Travel Agents
  • Change fees – will be waived if reservations are changed at least 3 days before departure. Fare difference may apply.
  • If you have booked your ticket through a travel agent, please contact your travel agent to amend your booking or exchange your ticket for a future travel voucher.
  • If you have booked your ticket on qatarairways.com or through any of our offices, you can re-book your tickets or exchange your ticket for a future travel voucher by telephoning any of our offices or contact centres or messaging us on Facebook or Twitter.
  • Travel Voucher – Reissue unutilized value for a voucher “To be used for future travel”. This voucher will be valid for one year from its issuance date. The penalty shall be waived if cancellations are done at least 3 days before departure.

Doha Customer Contact Center:

  • 00974-4023 0078 (Qatar 24hrs Call Centre)

Manage your Qatar Airways’s Booking: Here

Qatar Airways’s Coronavirus policy and flights operation change updates: Here

 

4. Etihad Airways

Photo: etihad.com

Passengers due to fly before 30 June 2020 can rebook their travels for departures up to 30 June 2020, without standard change fees. Alternatively, passengers may request a refund without penalty on the unused portion of any ticket.

Request a refund here.

Terms and Conditions: 

  • Only applicable for cancelled flights; passengers who have been directed/advised to not travel by local authorities; passengers who are unable to commence their journey due to restrictions that prevent their entry/departure into other countries.
  • Only one change is permitted.
  • Rerouting or rebooking is only valid if there is no travel restriction on the intended routes.
  • Refunds for all other ticket holders will be based on the applicable fare rule.

Etihad Airways Travel Updates: Here

 

5. Lufthansa

Lufthansa Group offers free refund or rebooking to provide flexibility especially during this time of exceptional circumstances. Below are a few situations that might be applicable to you.

1. You hold an existing reservation and would like to rebook to a new departure date

  • Valid for tickets issued on or before 5 March 2020 with travel dates up to 30 April 2020.
  • Commencement of new travel date: up to 31 December 2020.
  • Rebook via the Lufthansa Self Service Portal.
  • For customers holding a Light Fare, contact the Lufthansa Service Center.

2. You hold an existing reservation and do not have a new departure date

  • Valid for tickets issued on or before 12 March 2020 with travel dates up to 30 April 2020 
  • You may cancel your reservation without having to rebook immediately.
  • Decide by 01 June 2020 by which time a new flight has to be booked.
  • Commencement of new travel date: up to 31 December 2020.
  • Contact the Lufthansa Service Center if you opt for this option.

3. You do not have a reservation yet but would like flexible travel options

  • Book a new ticket until 31 March 2020 
  • Rebooking fees for all newly booked flights worldwide and a one-time rebooking fee will be waived by airlines of the Lufthansa Group.
  • This is regardless of the original booking fare purchased.
  • Commencement of new travel date: up to 31 December 2020.

Additional information about your options: Here.

Official Lufthansa Group statement: Here.

 

6. Air France

Under the following circumstances, Air France has offered various alternatives to cater to your needs during this particular time.

1. Postpone your trip

  • At no extra cost to a later flight up to and including 31 May 2020.
  • Commencement of new travel date: up to 31 May 2020.
    • On the Air France website/Mobile App, head to “My Bookings” section to modify your booking.

2. Cancel your trip

  • For refundable tickets, you can cancel your trip and request a refund online.
    • Applicable for travel dates up to 31 March 2020
    • For flights scheduled between 3 March 2020 and 31 May 2020
    • Online refund request: here.
  • For refundable with fees ticket, you may cancel your trip and request a refund. Refund fees will be waived.
    • Applicable for travel dates up to 31 March 2020
    • For flights scheduled between 3 March 2020 and 31 May 2020
    • Refund form: here.
  • For non-refundable ticket, you obtain a non-refundable travel voucher that is valid for one(1) year on all Air France, KLM and Delta flights.
    • Refund form: here.

3. For cancelled flights

  • Online refund request: here.

Official Air France Advisory: Here.

 

7. Virgin Australia

Guests of Virgin Australia with travel bookings between 15 March 2020 through to 30 June 2020 can change their flight to a later date and/or to a different destination without incurring any charges.

Terms and Conditions:

  • Fare differences may still apply.
  • Maximum of two changes per international booking.
  • Maximum of one change per domestic booking.

Virgin Australia Guest Contact Center:

  • 13 67 89 (within Australia)
  • 0800 67 0000 (within New Zealand)
  • +61 7 3295 2296 (International)

You may refer to the Travel Alerts from Virgin Australia here.

 

8. Expedia Flights

The Expedia official website has offered guidelines on cancellations pertaining to COVID-19. Travellers not travelling within the next two weeks are advised to wait before contacting Expedia. This is to ensure that Expedia provides the latest information available for your travel.

To change your flight/package booking:

  • Click on this link and select the drop-down “China: Coronavirus Outbreak in Wuhan”
  • Under “To change your flight or package booking”
    1.  Select your airline and click “Go” to see if a policy has been issued to waive change and cancellation fees due to this event.
    2. Prepare potential dates for rebooking your travel according to the airline’s policy coverage. Policies may change or be added at any time, so check for updates before rebooking. If your airline has not issued a policy, we can still assist you.
    3. Call Expedia once you are ready to rebook.

Expedia Customer Service

  • International hotline: (877) 227-7481 (international charges will apply)

For low-cost airlines, Expedia will not be able to make changes or cancellations to your booking. Please contact the airline first before contacting Expedia to change any non-flight items if you have booked a package.

You may refer to the official Expedia website here.

 

9. Trip.com

As of 28 January 2020, Trip.com has extended its free cancellation provisions to all Mainland China bookings.

Flight bookings applicable for free cancellation include:

  • All air tickets for domestic travel within Mainland China made before 00:00 on 28 January 2020 with the flight boarding time after 28 January 2020 (if cancellation is applied before a flight takes off)
  • All Greater China airport transfer bookings for the use from 3 February 2020 to 29 February 2020 (if applied at least 24 hours prior to departure date)

Other bookings available for cancellations include:

  • All train tickets for domestic travel within Mainland China purchased before 00:00 on 06 February 2020
  • All Greater China car rental services booked before 00:00 on 24 January 2020 for use between 23 January 2020 and 8 February 2020
  • All Greater China bus tickets, ferry bookings made before 00:00 on 28 January 2020 for the use between 23 January 2020 and 29 February 2020
  • All Greater China tours and attraction passes made before 00:00 on 24 January 2020 for the use before 24:00 on 31 March 2020 (if applied at least 24 hours prior to departure date).

How to cancel your Trip.com bookings:

  • Via the Trip.com App (Recommended)
    1. Log in to the Trip.com app
    2. Select My Account
    3. My Booking
    4. Select the Cancel button next to the booking that you would like to cancel.

In addition, Trip.com will cover cancellation costs for all products purchased on Trip.com by special care for customers diagnosed with or quarantined for COVID-19

Trip.com Customer Service

  • Within Singapore: +65 6818 2868
  • Global Access Number: +86 21 3210 4669 (international charges will apply)

 

10. Traveloka

Flight Suspension Information

For the safety of our customers, effective from 1 February 2020 until further announcement we will temporarily halt the sale of this flight routes :

  • Between Vietnam and from / to China
  • Between Philippines and from / to China, Hongkong, Macau, and South Korea
  • All Philippine domestic route from / to Ninoy Aquino International Airport / MNL (All other Philippines airport not affected)
  • All route from / to Italy, Denmark, Norway, Czech Republic, Slovakia, Austria, Ukraine, Hungary and Poland

Flights suspended (effective from 1 February 2020)

  • Between Vietnam and from/to China
  • Between the Philippines and from/to China, Hong Kong and Macau, and South Korea
  • All Philippines domestic routes from/to Ninoy Aquino International Airport/MNL (all other Philippines airport are not affected)
  • All routes from/to Italy, Denmark, Norway, Czech Republic, Slovakia, Austria, Ukraine, Hungary and Poland.

How to reschedule/refund your Traveloka Hotel bookings:

  • Option 1: Reschedule
    1. Log in to the Traveloka App/Website
    2. Go to My Booking
    3. Select Reschedule and follow instructions on the screen
    4. Rescheduling of flights must meet the airline’s regulation.
  • Option 2: Refund
    1. Log in to the Traveloka App/Website
    2. Go to My Booking
    3. Select Refund and choose Force Majeure as the reason for refund (refund request due to Force Majeure is applicable only when the airline policy section is applicable to you.
    4. Always refer to your booking policy for understanding.

Traveloka advises all customers to refer to each airline’s policy before requesting a cancellation/reschedule as it may vary.

Traveloka Customer Service

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