COVID-19 Cancellation Support

Information on Cancellation Options

We appreciate how the current situation involving worldwide travel has caused huge disruption in your processes and creating a strain on your resources. Therefore, we wanted to give you easy access to up-to-date information on how to manage disrupted flights for each airline. We will endeavour to update this page as soon as new information comes in.

Last Updated: 02:37am GMT, 05 May, 2020

Supplier

How to check if a booking has been affected

What options is the airline offering?

How is Travelfusion helping? 

ryanair

https://www.ryanair.com/gb/en/travel-updates

 

Please refer to the airline’s guidance, as per the below

COVID-19 Information

(EC) No. 261/2004

Voucher

Contact BSM:
bsm@travelfusion.com

easyjet

Travelfusion has provided all customers with the list of Covid-19 cancelled flights. 


If you haven’t received the list, please email us at: bsm@travelfusion.com

1. Free changes for cancelled flights. This can be done directly via Manage My Booking

2. Full refund
Refund vouchers are now offered via easyJet.com for cancelled flights but any customer who has originally booked via Travelfusion and attempts to request a refund voucher via easyJet.com will instead be sent a cash refund.
If the booking can’t be accessed in Manage My Booking, the refund request can be submitted via this form - please make sure you select “NO” at “Are you the lead booker?”

Send Travelfusion the full list of bookings which you wish to have refunded and Travelfusion will bulk automate this process, refunding the original payment method.

airasia
airasiaarms 
airasiab2b
airasiacorporate

You may check your flight status here
 

1. Free Unlimited Date Change (via AVA chatbot)

2. 365 Days Credit Account (to be requested via AVA chatbot)

Both have to be requested via chat. Full guide here.

Travelfusion will assist with refunds of cancelled flights.

spirit

Spirit Airlines recommends consulting official government travel resources for your countries of departure and arrival prior to flying. More info here.

Change your reservation OR claim a 12 month reservation credit, please fill out the form here

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wizzairxml

Customers will receive an email notification.

1. Re-book for another flight operated by Wizz Air on the same or – if necessary – a comparable route. The passengers can proceed directly through WizzAir contact centre: +44 330 977 0444

2. Full Refund. Wizzair is now automatically refunding all cancelled bookings. No action needed.

Travelfusion can assist you with the date change, just email us at bsm@travelfusion.com.

germanwings / eurowings

You may check the status of your flight here.

1. Re-book your dates
You can re-book flights until August 31, 2020 without any restrictions. The destination can also be changed. The new flight can be booked for any date until 27 March 2021.
This can be done via Manage My Booking

2. Voucher
If your flight was cancelled by Eurowings, please log in here with your booking code and your last name and click on "Cancel flight/request voucher"

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norwegianndc

If your flight is affected, the airline will update the passenger by SMS or email based on the contact information in the booking.

(1) Free change to new dates, apply here.

(2) Full refund; the OTA can email agentrefund@norwegian.com.

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vueling

You may check your flight status here.

1. Voucher refunds which can be requested via the Vueling Manage My Booking portal, to be later redeemed only via the Vueling website. Users will need to provide the email address used at the time of the booking

2. The airline offers the agency with a credit accounting for the sum of all refunded flights. The agency can then re-use this credit on new bookings. Travelfusion supports the 'UseCardPreRegisteredWithSupplier' flag for those agencies who have such an agreement with Vueling

3. Refund back to the original form of payment (cash refund), but only by calling the airline's call centre:

International: +34 931 227 210 
USA: +1 202 770 3541 
UK: +44 203 868 6133 
France: +33 176 433 190 
Italy: +39 069 480 8813 
Monday to Friday from 10am to 4pm.

Travelfusion can facilitate Option 2 - bulk voucher credit which you can redeem by using the Travelfusion API.

indigo

You may check your flight status here.
 

1. You can reschedule for any date of choice with NO change fee, only the fare difference if any is applicable.

2. You can convert your ticket to a credit for your future travel and use it to make a booking any time before 30th Sept., 2020.

3. Refund by fare rules; cancellation fees may apply.

Travelfusion is also working to implement the use of the credit voucher via our API.

vietjet

You may check your flight status here.
 

To request a full refund one of the following conditions must be met:
- The flight has been cancelled by the airline
- Visa related: passenger being denied entry to a country
- The passenger is being quarantined

The refund request must include (1) a copy of the passenger passport and (2) proof of visa being denied / proof of quarantine

All changes / cancellations must be done at least 3 hours prior to the departure time

Due to the limitation of VJ’s system, the refund process is all manual. It will take at least 90 days to refund.

Travelfusion can handle the the refund request for you, just use this form.

lufthansagroup

All cancelled flights have been placed onto queue 7 in FLX SPRK.

1. Re-protection to new dates. It can be done via SPRK

For SPRK assistance call: +442076600408

2. Refund is allowed but will not be handled/processed until further notice

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volaris

The list of cancelled routes can be found here.
 

An electronic voucher for the amount of the base fare and the additional services purchased. 
It can be used in the following 90 days to book a new flight, to travel within 12 months.

The passenger has to call +1 855 865274

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jetstar

The list of cancelled international flights can be found here.

Credit voucher to the full value of the unused booking to be requested here

- Enter your booking number and last name
- Select 'View other options'
- Select 'Request reimbursement'
- Select applicable flights and click ‘Reimbursement summary’
- Confirm your request
- The voucher will be emailed to you within 14 business days

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flyadeal

The list of cancelled international flights can be found here.

All info can be found here and here.

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transavia

Transavia has cancelled all flights until 15 April.

The below conditions apply to all cancelled flights from 15 March 2020 22h00 until 31 May 2020

1. Free date change up to 31 October 2020, apply here; fare difference may apply

2. Voucher valid for one year to book any flight until 31 October 2021. (the voucher will be sent to the email registered in the booking at the beginning of May at the latest.)

3. Refund: If you have not used the voucher or have not used it completely after 1 year, you can request a refund.

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peachairlines

The full list of cancelled flights can be found here.

1. Refund, apply here.

2. Transfer to an alternative Peach Airlines flight of the same route (no change in origin and destination).

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scoot

The full list of cancelled flights can be found here.

1. 100% Cash Refund or 120% Voucher Refund, apply here

2. Reroute to another Scoot destination (travel date up to 31 August 2020), apply here.

Re-book the flight to a later travel date (up to 31 March 2021) with same origin and destination, apply here.

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flynas

Flynas is suspending all domestic flights in the kingdom of Saudi Arabia for 14 days starting from Saturday 6:00 AM on 21 March, 2020.

Suspending all international flights from/to the kingdom of Saudi Arabia airports for two weeks starting Sunday 11:00 AM on 15 March, 2020.

The full amount will be saved as a credit to be used later.

You can contact Flynas through the following channels:

  • All Social Media channels

  • Live Chat

  • E-mail: CSU@flynas.com

  • WhatsApp: +966 59 200 1234

  • Customer Service: +966 800 1244 999

  • Call Center: +966 92 000 1234

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pegasus

Latest updates about their cancelled routes can be found here.

(1) Re-protection to new dates, or to an open ticket, here.

(2) The passenger may receive a refund of his unused open ticket from the airline two months after the flight ban is lifted.

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iberia

You can check the status of your flight here.

(1) Route changes: allowed until the date of flight cancellation

(2) Date changes: until March 31st 2021

(3) Full refund

These options can be managed via IB Call Centre

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hkexpress

The latest travel updates can be found here.

(1) Date change on the same route OR change to a new route on HK Express network

Live chat
Email: guest.relations@hkexpress.com
Dedicated hotline +852 3902 0299 (if the original flight departure time is within 72 hours)

(2) Full refund.

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blueair

You can check the status of your flight here.

Full information about offered options and how to proceed can be found here.

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vivaaerobus

You can check the status of your flight here.

Free date change via 'Manage My Booking' or call centre:
+1 866 359 8482

More info

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twayair

The latest travel updates can be found here.

1. Full refund via Manage My Booking.

2. Date Changes.

Flight date should be until 30 June 2020.

Exclusion Period: 

11 April 2020 - 19 April 2020, 28 April 2020 - 6 May 2020

Please call +82 82-(2)-1688-8686 or leave your inquiry through ‘Ask Question’ at www.twayair.com.

 

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lionairthai

The latest travel updates can be found here.

1. Date Change via Call Centre: +662 529 9999

2. Full refund via Travelfusion.

Apply for a refund here.

britishairways

The latest travel updates can be found here.

The customer can request the refund of their NDC bookings via this form.

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bangkokairways

The latest travel updates can be found here.

1. Date Change OR Reroute: All tickets are allowed to rebook for a new travelling date up to 31 March, 2021.

2. Full refund:

 

Travelfusion customers can email:
directagency@bangkokair.com.

Passengers can call +662-270-6699 or email reservation@bangkokair.com.

 

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aerlingus

The latest travel updates can be found here.

1. On routes DUB-JFK, DUB-ORD, DUB-BOS, SNN-JFK, SNN-BOS and DUB-AMS:

Passengers will be re-accommodated to an alternative same day flight or nearest flight.

2. Change the booking to a later date:

  • No change fee will be charged.

  • A fare difference may apply for rebookings.

3. Full Refund: Please contact Aerlingus directly

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nokair

The latest travel updates can be found here.

1. Rebooking / Rerouting / Open Booking

2. Full Refund

The customer can call +662-088-8955 or complete the form.

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cebupacific

 

You can check the status of your flight here.

1. Rebook the flight, with change fees and fare difference waived.

2. Store the full value of the ticket in a Travel Fund. This is valid for 180 days and can be used to book any Cebu Pacific flight within the next 12 months.

3. Get a full refund.

To avail any of these options, use the “Manage Booking” portal in the Cebu Pacific website http://bit.ly/CEBmanageflight.

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interjet

The latest travel updates can be found here.

1. Free date change.

2. Reroute paying the difference in fare.

3. Refunds are permitted in Priority class only.

Apply here.

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volotea

You can check the status of your flight here.

The airline has sent a notification email with a link for requesting a voucher with a 12 months validity for the total amount of the booking.

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airarabia

You can check the status of your flight here.

1. Modify the flight to another date or destination without any modification fees (fare difference if any applies).

2. Cancel the flight at no cost and get a credit of the same value to be used within 1 year on any Air Arabia flight.

Customers can email: contactus@airarabia.com

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tfjapanflights

 

All refund requests have to be sent to Travelfusion via this form.

For all queries pertaining to refunds and issues, please contact the Travelfusion Support team, but not the airline directly.

 

Travelfusion will provide all post-booking assistance by completing this form.

spicejet

SpiceJet has suspended all its flight operations from 25th March until 14t April, 2020.

Credit voucher to the full value of the untravelled booking can be requested via the Travelfusion post-booking form.

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swoop

As of March 22, 2020, at 11:59 p.m., Swoop will suspend all international and transborder flights.

As travel has not been restricted within Canada, domestic travel is continuing to operate as usual.

Free date change, apply here.

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tigerairaustralia

As of 25 March 2020 all flights have been cancelled.

Customers will be provided with a Virgin Australia Travel Credit.

Apply here or, if the flight has already flown, here.

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tigerairtaiwan

The latest travel updates can be found here.

Passengers who purchased Tigerair Taiwan’s valid tickets to/from Macau on/before 24 January 2020 (flight number starts with IT), travelling before 31 March 2020 and departing from Taiwan can apply directly online here.

From 24 hours prior its original departure, no need to contact Tigerair Taiwan’s call centre. Please note that it will take 4 weeks.

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sunexpress

SunExpress had to suspend all of its flights to, from and within Turkey until April 30, 2020.

All options are listed here.

To proceed contact SunExpress directly.

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bambooairways

The latest travel updates can be found here.

Free date change to any flight date from 21/03 – 31/05/2020 (not applicable during TET holidays).

Refund in the form of a voucher.

The customer can contact Bamboo Airways using the same email registered in the booking:
19001166@bambooairways.com​

 

Travelfusion will provide all post-booking assistance by completing this form.

skyairlinexml

The latest travel updates can be found here.

(1) Free date change, apply here.

(2) Refund in the form of a voucher, apply here.

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skyexpress

The latest travel updates can be found here.

All passengers with tickets issued until 4 March, 2020 and travel date until 31 March, 2020, will be able to change with no rebooking fees. The new travel date should be beforel 31 October, 2020.

If there is a fare difference, it will be charged

For ticket changes kindly contact +30-215215 6510 or callcenter@skyexpress.gr

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condor

The latest travel updates can be found here.

Condor offers all guests with a planned departure by 30 April 2020 a free re-booking of their ticket to any destination in the route network of Condor and its partner airlines at a time of their choice. If you do not want to commit to a date yet, you do not have to.

Due to an increased volume of calls to our hotline, longer waiting times may currently occur. We kindly ask guests whose flight does not leave within the next 72 hours and who are currently not abroad to contact us at a later time. We apologize for the inconvenience and thank you for your patience.

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airfranceklm

The latest travel updates can be found here.

1. You can modify your booking online in the "My Bookings" section of our website or in the mobile application.

2. You can then cancel your original flight and obtain a non-refundable travel voucher valid for one year on all Air France, KLM, Delta Air Lines, Virgin Atlantic and Kenya Airways flights.

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jetairfly

Flights canceled between March 23 and April 30. More information can be found here.

Credit for the total amount of all cancelled PNRs that can be used for new bookings via the API.

Travelfusion can facilitate a bulk voucher credit which you can redeem by using the Travelfusion API.

flairairlines

The latest travel updates can be found here.

1. For flights within the next 72 hours, please email us below or Call 1-800-441-7214- flightchanges@flyflair.com or visit this page.

2. For other inquiries or changes to flights departing beyond 72 hours, please email support@flyflair.com or visit this page.

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olympicair

The latest travel updates can be found here.

1. Your ticket may be rebooked with no additional cost:

Send an email request to: b2tsupport@olympicair.com; distribution.gds@aegeanair.com

2. Voucher valid for future travel, apply here.

3. You may request voluntary refund (according to fare rules):

Send an email request to: b2tsupport@olympicair.com; distribution.gds@aegeanair.com

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corendonairlines

All flights from 24th March until 30th April 2020 have been cancelled.

1. Free date change; any price difference will be charged

2. Full refund, they will issue the first refunds in July 2020

Email: servicecenter@corendon-airlines.com

Corendon Airlines will contact each passenger and confirm which option they prefer.

 

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malindoair

The latest travel updates can be found here.

Ticket issued on or before 17 March 2020 for travel date up to 30 April 2020.

Credit Shell valid for 180 days after date of issuance. 

Must apply before original departure date

The new travel date must be within 1 year from the original departure date

Fare difference may apply

The refund request should be sent to:
agent@malindoair.com or sales.kul@malindoair.com

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jetsmart

The latest travel updates can be found here.

Change of date and / or destination, without paying the change fee or fare difference for flights until June 30, 2020. If your new flight is from July 01 onwards you will have to pay any fare difference, apply here.

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singaporeairlines

The latest travel updates can be found here.

For a full refund, email the request to:
sq_assistance@singaporeair.com.sg

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nokscoot

The latest travel updates can be found here.

1. Unlimited flight change until 24 October 2020; apply here by 15 May 2020

2. Refund in the form of a voucher, valid for 1 year, apply here

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trenitalia

The latest travel updates can be found here.

Customers residing abroad will receive a refund by bank transfer. Customers living in Italy will receive a voucher.

The request can be submitted to Trenitalia following the standard procedures. In particular:

For long haul train tickets (Frecciarossa, Frecciargento, Frecciabianca, Intercity, EC), here.

For regional trains, here.

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salamair

The latest travel updates can be found here.

(1) Process a voucher holding the passengers name valid for one year.

(2) Re-booking free of charge.

(3) Voucher valid for one year, without any passenger name.

(4) Full refund.

Travelfusion will provide all post booking assistance by completing this form.

goair

The latest travel updates can be found here.

Only date changes are offered. The change fee will be waived but any fare difference will still be charged.

Travelfusion will provide all post booking assistance by completing this form.

searcharter (tfair)

 

  • Customers must not to contact the airlines directly, they have to contact Travelfusion or info@searcharter.com

  • All the bookings with departures from March 18th to April 30th have flexibility to change dates up to December 31st 2020, subject to availability; no change fees will be applied, price difference may apply;

  • The refund of the booked fares would be possible only in cases of flight cancellation and only for bookings made before March 10th 2020, special cases could be evaluated from case to case.

  • At the moment the full refund is not always guaranteed. In order to give our contribution to the airline sector,

  • It is important to avoid doubled or tripled requests and several contact attempts, all the requests will be managed but each request has a delayed response time.

  • It is important that the customers avoid contacting the airline directly; this would result in doubled requests.

Travelfusion will provide all post booking assistance by completing this form.

bluexpress

The latest travel updates can be found here.

The airline is offering vouchers to be used for future reservations, up to 1 year from the booking date.

Vouchers are sent to the email addresses reported into the PNRs by the customers.

For information: contact@blue-panorama.com

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kululaprepay

The latest travel updates can be found here.

1. Free Date change to be used within 12 months.

2. Cancellation by fare rules. Cancellation fees will apply. The refund will be handled only after the lockdown is over.

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gol

The latest travel updates can be found here.

1. Cancellations and credit:

You will be able to cancel your trip and keep the fare value as a credit for future travel. The amount will be available in full for one year, counting from the date of purchase.

2. Rescheduling:

If you prefer, you will be able to reschedule your flight to any other date, as long as it is within 330 days of the date of purchase. There will be no rescheduling fee; however fare differences, if any, will apply.

3. Cancelations and refunds:

If you choose to cancel your trip and request a refund, the cancellation fee will not be charged. However, the refund fee may apply, depending on the rules of the fare type in question.

If you’re looking to purchase a ticket, the policies for rescheduling and cancellation described above will apply for flights departing up to September 30, 2020.

 

We suggest that you use our digital channels, voegol.com.br and the GOL App, to make the modifications to your flight and get more information. Our Customer Service Center, at 0300 115 2121 will also be ready to help you, and will prioritize customers with flights leaving within the next 72 hours.

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avianca

The latest travel updates can be found here.

1. Change Dates, apply here.

2. Refund Voucher, apply here.

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jet2
jet2b2b

They will resume operations on 17 June 2020.

All flights before that date have been cancelled.

The customer can request the refund of bookings, sending their list on a weekly basis to Jet2.

Please email bsm@travelfusion.com to receive instructions on how to proceed.

Important Note. Jet2 is cancelling all bookings for the next two weeks without notifying the passengers and refunding the cards that have been booked with. If you are trying to retain the customers booking, you need to change flights and/or claim a refund voucher.

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airkbz

All flights are canceled from 11 April 2020 to 18 April 2020.

1. Free date change

2. Full refund

Send your request to: bsm@travelfusion.com.

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nouvelair

 

For all flights with:

* Issue date: by 30 April 2020

* Travel Date: From 3 March 2020 to 31 May 31 2020.

(1) Free date change to any date until 31 December 2020. Fare difference may apply

(2) Cancellation and refund in the form of a voucher: The credit is valid for one year from the date of issue. It is non-refundable.

How to proceed:

The request must be sent at least 72 hours before the scheduled flight date.

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airindiaexpress
airindiaexpressb2b

 

 

Issue date: before 30 April 2020

Travel dates: 1 march 2020 - 30 September 2020

1. Free date change, up to 31 March 2021; fare difference may apply.

2. Cancellation by fare rules; cancellation fees may apply.

The customer can proceed via Manage My Booking.

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mywayairlines

 

1. Free date change up to 31 December 2020; fare difference may apply.

2. Cancellation by fare rules; cancellation fees may apply.

Travelfusion will provide all post booking assistance by completing this form.

edelweissair

 

1. Free date change until 31 December 2020; discounted fare difference may apply

2. Refund in the form of a voucher

For options (1) and (2) the customer can call +41 848 333 593

3. Full refund

For option (3) the customer can apply via this form.

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aircanadab2b

The operating routes can be found here.

The passenger will receive full credit, which they can use towards future travel. This credit is valid for travel within 24 months of the flight cancellation date.

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skyup

All flights until 5 May 2020 have been cancelled.

1. Free change to a set date OR to an open booking

2. Cancellation by fare rules; cancellation fees may apply

The customer must contact the airline via chat.

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lionair

 

(1) Free date change, until 31 October 2020

The passenger can contact the airline directly.

(2) Full refund (-10% administration fee)

The customers can request it to Travelfusion.

Travelfusion will provide assistance with the refund by completing this form. ​