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Is your flight ticket covered by flight rebook, reroute and refund policies?

Is your flight ticket covered by flight rebook, reroute and refund policies?
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PUBLISHED ONFebruary 21, 2020 5:43 AMByMagdelene Mok

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 Organisation and to follow official travel advisories issued by their home countries.

1. SINGAPORE AIRLINES

FOR CUSTOMERS TRAVELLING TO AND FROM MAINLAND CHINA, HONG KONG AND MACAU

Singapore Airlines will be waiving all cancellation and changes fees for customers with tickets issued on or before Feb 8, 2020.

  • Applicable for travel dates: Jan 24, 2020 - March 21, 2020
  • Commencement of new travel date: on or before August 31, 2020

FOR CUSTOMERS UNABLE TO TRAVEL DUE TO ENTRY OR TRAVEL RESTRICTIONS

Singapore Airlines will be waiving all cancellation and changes fees for customers with tickets issued on or before Feb 8, 2020.

  • Applicable for travel dates: Feb 1, 2020 - March 31, 2020
  • Commencement of new travel date: On or before August 31, 2020

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
Full list of Adjusted Flights (as of Feb 18, 2020): Here

Singapore Airlines Contact Information:

ALSO READ: Singapore Airlines to cut flights as coronavirus epidemic hits demand

2. EMIRATES

Flights suspended:

  • To: Guangzhou (CAN) and Shanghai (PVG) from Feb 5, 2020, until further notice.

Dubai Health Authority will conduct COVID-19 tests on passengers arriving from Beijing with Dubai as their final destination. Passengers transiting through Dubai International Airport will not be tested.

FOR MAINLAND CHINA AND HONG KONG FLIGHTS (AS OF FEB 18)

Customers booked to fly to/from Guangzhou or Shanghai from Jan 28, 2020 - April 30, 2020 (both dates inclusive) can refund their unused ticket/rebook/reroute their journey to/from Beijing (PEK) or Hong Kong (HKG). Any applicable change fee or fare difference will be waived.

For rebooking:

  • Commencement of new travel date: On or before June 15, 2020

For Refunds on unused tickets:

  • Applicable for travel dates: Jan 24 2020 - April 30 2020
  • Submit your Refund Request: Here
  • Indicate "refund request due to Coronavirus" in the comments section

For rerouting:

  • To select destinations for outbound travel up to April 30, 2020 (subject to availability)

FOR SINGAPORE FLIGHTS (AS OF FEB 11)

Customers booked to fly to Singapore from Jan 28, 2020 - March 31, 2020 (both dates inclusive) can rebook/reroute their journey. Any applicable change fee or fare difference will be waived

For rebooking:

  • Commencement of new travel date: Up to 28 days from original

For rerouting:

  • To select destinations for outbound travel up to April 30, 2020 (subject to availability)

Emirates Customer Service:

  • 4008822380 (China)
  • 85230713019 (Hong Kong)

Emirates Updates: Here.

ALSO READ: Wuhan virus: List of airlines that are suspending China flights

3. QATAR AIRWAYS

As on 6 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 Sept 2020 (extended from June) 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.

Terms and Conditions:

  • Valid for any of Qatar Airways’ published fares only purchased either directly from QR or through Travel Agents.
  • Change Fees will be waived if reservations are changed at least three (3) days before departure. Fare difference may apply.
  • Travel Voucher is a reissue of an unutilized value for a voucher “To be used for future travel”. This voucher will be valid for one (1) year from it issuance date. Refund penalty shall be waived if cancellations are done at least three (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

ALSO READ: These are the best airlines for healthy airplane food 2019 - 2020

4. ETIHAD AIRWAYS

In consideration of the Covid-19 outbreak, Etihad Airways will be cancelling services to Shanghai (PVG) and Chengdu (CTU) with effect from Feb 5, 2020 to March 28, 2020.

Etihad Airways offers the following options for customers who have purchased tickets on/before Feb 12, 2020 travelling to/from PVG and CTU, China.

1. Rebooking/Re-issue

Rebooking needs to be done on the original RBD or the lowest available RBD in the same cabin. Change fees are waived for this one instance only, any subsequent changes will be subject to normal reissue fees.

Re-routing and endorsement onto other airlines are not permitted. Any re-routing will charge the difference in fare.

  • To/From Mainland China:
    • For tickets issued on or before Feb 12, 2020
    • For travel between Jan 24, 2020 - March 28, 2020
    • Commencement of new travel date: On or before May 31, 2020
  • To/From Taiwan (TPE):
    • For partially unused tickets issued on or before Feb 6, 2020
    • For travel between Feb 6, 2020 - March 28, 2020
    • Commencement of new travel date: On or before May 31, 2020
    • Via BKK/SIN/KUL

2. Refund

Customers with tickets that satisfy the below conditions can request for a full refund. Refund of a partially-used ticket will be calculated on a pro-rata mileage flown.

  • To/From Mainland China:
    • For tickets issued on or before Feb 12, 2020
    • For travel between Jan 24, 2020 - March 28, 2020
  • To/From Taiwan (TPE):
    • For tickets issued on or before Feb 6, 2020
    • For travel between Feb 6, 2020 - March 28, 2020

Commercial Waiver toward Cancellation of services to PVG (Shanghai) & CTU (Chengdu), China Notice: Here
Commercial Policy for Coronavirus Outbreak: Here

ALSO READ: No hot meals, blankets, magazines as airlines step up fight on virus

5. LUFTHANSA

Lufthansa Group offers free refund or rebooking for flights to/from Mainland China. In addition, flights to Beijing, Shanghai, Nanjing, Shenyang, and Qingdao will be suspended until March 28, 2020. Flight operations to/from Hong Kong will also be reduced in March.

1. Rebooking/Re-issue

  • In the event of a cancellation, Lufthansa will rebook you free of charge and usually automatically to another flight and inform you via your mobile phone number.
    • Check the current status of your booking.
    • You may adjust the rebooking if required.
    • Flight solutions booked by Lufthansa may be changed by the guest once again free of charge.
    • Chat with Lufthansa Chatbot

2. Refund

  • If your flight was cancelled, you can request a refund free of charge via My Bookings.

Additional information about your options: Here.
Official Lufthansa Group statement: Here.

ALSO READ: 9 tips you can learn from SQ girls on how to avoid germs and stay healthy on the plane

6. AIR FRANCE

All flights to Shanghai and Beijing have been suspended up to and including March 15, 2020. You can find flight details after March 15 on Air France's official website.

1. Postpone your trip

  • At no extra cost to a later flight up to and including May 31, 2020
    • On the Air France website/Mobile App, head to "My Bookings" section to modify your booking.

2. Cancel your trip

  • Entitled to a full refund.
    • Submit your Ticket Refund via this link if you have bought the tickets directly from Air France's official website.
    • If your reservation includes several passengers or several flights, enter at least one of the e-tickets numbers of your reservation before requesting a refund for all tickets and all passengers.

Official Air France Advisory: Here.

ALSO READ: Tips to fly with babies and young kids from real parents (and how to avoid them)

7. VIRGIN AUSTRALIA

Virgin Australia advises all passengers travelling internationally to check the latest information and advice on the relevant Government websites or via Smartraveller.

Any passengers wishing to discuss their Virgin Australia flights may contact the Guest Contact Centre on:

  • 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.

ALSO READ: 10 useful tips on how to survive a long haul flight in economy class

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.

ALSO READ: Fed-up AirAsia flight attendant shares tips on how to properly use the airplane toilet

9. TRIP.COM

As of Jan 28, 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 12am on Jan 28, 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 Feb 3, 2020 to Feb 29, 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 12am on Feb 6, 2020
  • All Greater China car rental services booked before 12am on Jan 24, 2020 for use between Jan 23, 2020 and Feb 8, 2020
  • All Greater China bus tickets, ferry bookings made before 12am on Jan 28, 2020 for the use between an 23, 2020 and Feb 29, 2020
  • All Greater China tours and attraction passes made before 12am on Jan 24, 2020 for the use before 12am on March 31, 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)

ALSO READ: Top tips for a good flight's sleep

10. TRAVELOKA

Flights suspended (effective from Feb 1, 2020)

  • Between Vietnam and from/to China
  • Between the Philippines and from/to China, Hong Kong and Macau

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

For the latest updates on the coronavirus, visit here.

This article was first published in Shopback.

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