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The Rickshaw Travel Group ("Rickshaw Travels") was founded in May 1988. From our humble beginnings as a small travel agency, we have grown and expanded into several countries and today have 28 years of experience in the travel business, both corporate and leisure... read more .

COVID-19 Flight Status, Waiver & Refund Policy

We regret to inform you that due to the rapid spread of COVID-19, most airlines have had schedule changes and flight cancellations.

Kindly find below the latest updates on cancellation, waiver and refund policies of the different airlines that have been affected.

In case of any confusion or additional assistance, please do not hesitate to contact your account manager or any Rickshaw Travels staff member.

 


Air Arabia

Due to the directives and restrictions imposed by the authorities, Air Arabia was forced to cancel many flights.

Passengers whose flights are affected by the above restrictions may choose to: 

Modify their flight to another date or destination without any modification fees (fare difference if any would apply).

OR

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

Air Canada

1.If you made a flight booking before March 31st, 2020, and you want to cancel it, you can do so with no cancellation fee. You will receive full credit, which you can use towards future travel. This credit is valid for travel before March 31st, 2021.

Terms and conditions
You must use your future flight credit for travel before March 31st, 2021.
Tickets must have been purchased before March 31st, 2020.
When booking a new flight with your flight credit, any fare difference will apply if the new flight is more expensive. If the new flight is less expensive, any residual value resulting from a lower fare will be lost.

2.If you made a flight booking before March 31st, 2020, you can change your existing booking without a fee, up until two hours before your flight. You can fly to the same destination at a later date or change to a different destination. The rebooked travel needs to take place before March 31st, 2021.

3. Book any flight with confidence now, knowing that if the situation with COVID-19 changes, you can adjust your travel plans accordingly. Any booking made until March 31st, 2020, for travel until March 31st 2021, can be changed without a fee. For non-refundable fares, you will get a credit towards future travel. Note that travel must be completed by March 31, 2021.

4. Despite this unprecedented situation, rest assured we are working around the clock to help our customers. However, while cancellations that are within an airline's control can lead to a refund, those cancellations that are caused by COVID-19 are beyond our control. For non-refundable tickets, we are providing a flight credit of equal value for a future ticket purchased within 24 months. We thank you for your patience and understanding during this difficult time.

If your flight has been cancelled, you will receive full credit, which you can use towards future travel. This credit is valid for travel within 24 months of your flight cancellation date.

Terms and conditions
You must use your future flight credit for travel within 24 months of your flight cancellation date
Tickets must have been purchased before March 31st, 2020.
When booking a new flight with your flight credit, any fare difference will apply if the new flight is more expensive. If the new flight is less expensive, any residual value resulting from a lower fare will be lost.

Exceptions may apply per government regulations

Air France

If you have purchased a ticket for a flight departing before 31 May 2020, you have until 30 September 2020 to postpone your departure date without change fees. Your new trip must begin no later than 30 November 2020 included.

If you have purchased a ticket for a flight departing before 31 May 2020 and you no longer wish to travel, please contact us to obtain a travel voucher. This non-refundable voucher is valid for 1 year.

If you have purchased a ticket and your flight has been cancelled,  you can:

Postpone your trip

Or obtain a travel voucher. This voucher is valid for 1 year on all Air France, KLM, Delta Air Lines and Virgin Atlantic flights. This voucher will be refundable after one year if it is not used.

Air India

Air India has decided to extend following waivers.

(A) Applicable:
(For travel between 23rd March2020 to 30th April 2020): All 098 tickets Domestic & International both Inbound/outbound.

Re-booking /Cancellation of itinerary:

i. If you are holding a ticket for a flight operating between 23rd March2020 to 30thApril20 20 and you do not wish to travel; you need not visit or call Air India, or your travel agent. You don’t even have to report to the airport, for rescheduling your flight till normalcy of operations is restored.

ii. Air India will waive No-Show charges i.e. your ticket will be protected at full value.

iii. As and when you finalize the date of your travel (up to 30th September2020), you can reschedule your travel without paying any date change or sector change fee for your travel.

iv. Free of Charge Change- in Date/Flight/Routing is allowed

If the residual Validity of tickets/fare at the time of change is Less than 6 months, booking can be made till 30th September 2020. Booking in same/higher RBD is allowed. No down selling of Fares/ RBD is allowed. *Any fare difference will be collected.

If the residual Validity of tickets/fare at the time of change is more than 6 months, booking can be made till 31st March 2021. Booking in same/higher RBD is allowed. No down selling of Fares/ RBD is allowed. *Any fare difference will be collected.

In all cases, please retain a copy of the ticket and PNR till you complete your itinerary.

  • The above waiver applies for Individual as well as Group travel.
  • No rerouting is allowed on other carriers.
  • The above also applies to tickets issued through travel agents/online travel portals
  • Air India reserves the right to change/withdraw the waiver at any time. The waiver may be amended/extend depending on reassessment of the situation from time to time.

Air Mauritius

Air Mauritius is offering to its passengers more flexible booking options, with the exceptional circumstances currently prevailing.

The following facilities will apply for passengers holding Air
Mauritius tickets issued before 30 April 2020, for departures until 30 June 2020.

Regardless of conditions of the original booking, all penalty fees will be waived for passengers who wish to change their travel date. However, passengers may be required to pay a fare difference if the fare applicable on the new date of travel is higher. The new penalty waiver policy is also applicable for passengers who wish to cancel their bookings. Passengers are being given the possibility to use the amount paid for the ticket, for future travel within a period of one year. Passengers who opt for a monetary refund instead, will be charged an amount under the cancellation rules as specified.

These measures have been taken to allow passengers better plan their travel in these exceptional circumstances. Our teams remain available should further clarifications be required.

Air Seychelles

General Change Waiver

If you are travelling on an international flight between 04 March and 30 April, 2020, regardless of when your ticket was purchased, you can alter your dates of travel without a change fee. If you are unsure of your new travel dates, you can still cancel and rebook without a fee at a later time. Any additional fare or taxes may apply. 

Flexible Purchase Option
For tickets purchased between 04 March and 31 March, 2020, regardless of when you plan to travel, you can change your ticket date for no additional fee. Any additional fare or taxes still apply. 

Domestic flights
We are now flying at reduced capacity due to COVID-19. However all passengers are being accommodated on other flights, usually within 1 hour of their original scheduled departure.

There are no refunds or change waivers in place for domestic-only tickets. If you are originating travel from a country that is banned entry into Seychelles, you can apply for a full refund from the agent you purchased your ticket. 

Air Tanzania

Air Tanzania is currently offering a waiver of 1 Free change for all tickets/travels between 20th March and 31st May 2020. This waiver applies on all Air Tanzania routes, fare types, and for tickets issued on all point of sale. The waiver code for 1 Free Change of Ticket is (TC_FR_COVID-19) and must be inserted on all bookings/tickets issued under this waiver.

Refunds
All tickets are allowed for refund either partial or full refund for both refundable and non- refundable fares with no additional cost for tickets within the cancelation period.

Reissue/ Date changes
All tickets affected within the suspension period are eligible for free change.

NB: Rerouting is not allowed

Auric Air

Cancellation charges waived if received upto 48 hrs before departure time
British Airways

BA waives change fees for all new bookings from March 3rd and has now been extended up to and including 31st May 2020, with a departure date up to 31 December 2020.

The waiver is available on all BA marketed fares, in all countries, on all routes, for all future travel dates and is valid up to the day of travel. BA also confirm that route changes are allowed under this policy, giving you additional flexibility should you wish to change your event, meeting or holiday bookings to a different destination. The original ticket will be kept available for use thus giving the ability to use this as a voucher. It must be redeemed for travel within 12 months from the date of the first flight in the original booking.

If you would like to make a booking now, we are giving you the flexibility to change it if required. you can change your destination, date of travel, or both, with no change fee. This is valid for all new bookings made up to 31 May for travel between now and 31 December 2020.

Brussels Airlines

Brussels Airlines, part of Lufthansa Group airlines is now offering a new consolidated goodwill policy (TWP 2011) with even more flexible rebooking options for which no waiver is required. This also applies to passengers who were not able to cancel their originally booked flight (no-show). This new goodwill policy replaces all previous goodwill rules.

Customers with a booked flight before 31 December 2020 who do not yet wish to commit to a new travel date and destination can rebook their flight free of charge until 31 August 2020.

With these enhanced rebooking options, customers can be much more flexible when making their travel plans during this exceptional situation. Passengers of cancelled flights who do not make use of any of the rebooking options will only be able to have their tickets refunded at a later stage. Ticket refunds of refundable fares are still permitted at any time according to fare conditions.

The goodwill policy (TWP 2011) for free of charge rebookings and reissues of cancelled and non-cancelled flights at a glance:

Passengers

  • with a booked flight until 31 December 2020, and
  • with an Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight ticket issued on/before 31 March 2020, and
  • with a booked Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight number (operated by OS/LH/LX/WK/SN/EW/4U/EN) worldwide, or
  • on a flight operated by another airline (OAL) with Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight flight number ("codeshare") worldwide may rebook once free of charge.

Option 1 for passengers who already know when they want to fly:

  • Rebooking/reissue the trip to a later date.
  • New start of travel: by 31 December 2020 at the latest

Option 2 for passengers who do not yet know the new date of travel and/or destination:

  • Rebooking/reissue of the existing ticket (complete ticket price) must be completed on/before 31 August 2020 for the new travel dates and the new routing.
  • New start of travel: by 31 December 2020 at the latest

The following rules apply for both options:

  • The rebooking/reissue must be completed on/before 31 August 2020
  • The rebooking fee does not apply
  • Start and destination of the journey can be changed (exception: German domestic tickets may not be changed into international tickets and vice versa)
  • Rebooking to an alternative Lufthansa Group flight/connection (flight number and operated by OS/LH/LX/WK/SN/EW/4U/EN) – or as per fare rule of new fare
  • New start of travel: by 31 December 2020 at the latest
  • Any fare in any compartment – the fare must be repriced. If necessary, a difference has to be charged, for example for the new route, booking class or season.
  • Change of the passenger ("Name Change") is not permitted
  • The conditions of the new fare apply
  • These rebookings/reissues are also permitted for PNRs/tickets that have already been rebooked/reissued (earlier reissues based on a goodwill rule or due to cancelled flights)
  • The goodwill policy also applies to passengers who have been a no-show on their originally booked flight.
  • EMDs that were associated to the original ticket remain valid.
  • Endorsement entry for reissue: TWP 2011
  • In addition, applicable for option 2 (passengers who do not yet know the new travel date):
  • If possible, cancel flights that have already been booked. In any case, the tickets remain valid even if the customer has been a no-show.
  • In order to facilitate the processing of the PNR at a later date, we recommend that you keep the PNR active, provided that the reservation system you are using offers this function.

China Southern

  1. Itineraries from/to/via Wuhan
  • Applicable flights & tickets:          All itineraries includes Wuhan (including transit flight) operated by CZ
  • Date of ticket purchase: Purchased before 31st Jan. 2020
  • Travel date: Between 1st Jan. 2020 until 29th Mar. 2020
  • Date change: Change fee/penalty will be waived for the first time
  • Refund: Free of Charge for un-refunded tickets
  1. International or regional flight has been cancelled, or passengers are restricted to travel to destination countries, CZ operated only.
  • Travel date: Between 2nd Feb 2020 until 10th Jun 2020
  • Change: a)Allowed to change your travel date once free of charge to flight(s) traveling before June10,2020. b)Allowed to date change/reroute once for free to other CZ operate flights between destinations within the same country or region. The change date should be 14 days before or after the original flight, and before 10th June 2020.
  • Refund: Free refund is allowed within the validity period of un-refunded tickets, only if the reservation seats are cancelled before the departure.
  1. All other tickets
  • Date of ticket Purchase: Purchased before 28th Jan. 2020 00:00
  • Travel date: Between 24th Jan. 2020 until 29th Mar. 2020
  • Refund: Tickets can apply for refund within the validation period free of charge if the reservation seat is canceled before departure.
  1. Other special arrangements

For all medical personnel, or passengers with fever, suspected and diagnosed with Novel coronavirus pneumonia, and passenger who has close contact with these patients, their tickets can apply for free refund.

  • Date of ticket purchase: Purchased before 28th Jan. 2020 00:00
  • Travel date:        Between 1st Jan. 2020 until 29th Mar. 2020
  • Refund: A work certification or a diagnosis proof of the medical institution is required.

Coastal

In line with current policy, for amendments and cancellations made up to 48 hours prior to departure, no penalty will be charged. Payments will be refunded in full on request (less any applicable administration fees) or held on account for use on a future booking.  For amendments or cancellations made within 48 hours of departure, 100% of the total cost for the canceled sectors will be charged. Up to 48 hours prior to departure, customers can also choose to postpone their travel for up to 12 months, with no penalty. If there is a difference in fare (depending on seasonality), we will honor the fare at which the travel was first booked.

EgyptAir

Egyptair declares the waiving for all passengers from change fees for international flights according to the following-:

    • Tickets issued on/from 7th March,2020 till 31st March , 2020 regardless of travel dates
    • If there’s a difference in fare or any applicable taxes due to reissue /reroute ,any additional amount to be collected.
    • Customers can change their booking at any travel date according to the ticket validity and system range.
    • Free change applied on individual not groups.
    • Refund fees to be applied incase of requesting immediate  refund.

NOTE: One free change  “rebooking fees/no show fees’’ is permitted to passengers holding tickets issued on/before 7th March 2020,to travel before 30th April 2020however the difference in fares or taxes to be collected if any.

THIS POLICY IS VALID UNTIL FURTHER  NOTICE

NO FURTHER UPDATE RECEIVED FROM THE AIRLINE SINCE ITS LAST UPDATE

Emirates

Customers with tickets issued on/before 31st March who are impacted due to:

  • Travel ban: Where there is government notification that prohibits travel
  • Travel advisory: General government advisory against non-essential travel            
  • Quarantine requirements: Mandatory quarantine at origin or destination    
  • Mandatory lockdown: Countries in which government have issued a mandatory lockdown and customers are therefore unable to reach airport
  • Flight cancellation: Flights cancelled by Emirates
  • are eligible for Rebooking and Travel Voucher options:

Travel voucher for ticket value with a validity of 12 months from date of issue.

Customers with flight bookings for travel on or before 30 June 2020 can rebook their flights to any Emirates destination within the same region without a rebooking fee or paying any fare difference.

Ethiopian Airlines

REFUNDS AND RE-BOOKING POLICY

This policy is applicable to all existing destinations across the Ethiopian international network (Excluding domestic flights within Ethiopia).

RE-BOOKING POLICY

  • Change fees are not applicable to tickets issued anytime for travel from 01-MAR-2020 onwards until 30-JUNE-20. If there is a difference in the airfare or applicable taxes, due to the reissue/rerouting of the ticket, the additional amount will need to be collected. Customers can change their booking to travel on/or before December 31, 2020.

REFUND POLICY

    • Refund permitted free of charge if only original flight shown on the ticket is canceled.
    • Full refund can be made free of charge for travel dates between 01-MAR-2020 until 30-JUN-2020 by issuing a voucher of equal amount to be used within one year of issue.
    • If voucher is required to be refunded, applicable rule at time of ticket purchase shall apply.
    • No show fee will apply at all times except when flight is canceled involuntarily by the airline.
    • The policy is applicable for both refundable and non-refundable tickets.

REROUTING POLICY

  • Rerouting is permitted by applying the applicable differences in fares, fees and taxes.

Etihad

If YOU ARE DUE TO TRAVEL BEFORE 30 JUNE 2020, YOU HAVE THE OPTION TO*:

A - CHANGE THE DATE OF YOUR FLIGHT

Change the date of your flight for free or fly to a different destination anywhere on the Etihad network,

Policy details:

  1. Change the date of your flight
  2. Pick a new destination within a specified zone
  3. You wont pay any fees
  4. Your must fly on or before 30 JUNE 2020
  5. You can make multiple changes to your booking

B - TURN YOUR BOOKING INTO ETIHAD CREDIT

For freedom and flexibility to travel whenever you like, Etihad Credit lets you use the value of your booking as credit towards
your next trip.

Policy details:

  1. Cancel your trip and use the credit to book at a time that suits you.
  1. You can:
  1. Change the date of your flight
  2. Pick a new destination
  3. Choose to fly in any cabin
  4. Simply pay the different in price between your old trip and your new one
  5. There are no restrictions or fees
  6. Book your new trip before 30 September 2020 for outbound travel by 30 April 2021

Flight Link

All existing and future bookings will be cancellable with a full refund up to 72Hrs prior to travel.

FlyDubai

CANCELLATIONS
If your flight is cancelled, the following options are available to you:

Refund

You can request a refund to flydubai voucher.
Rebooking

You can rebook, free of charge, to travel up to 60 days from your original date of travel.
If you choose to rebook more than 60 days from your original date of travel, any difference in fare will apply.

CHANGE IN TRAVEL PLANS
If you would like to change your travel plans, the following options are available to you:

Refund

You can request a refund to flydubai voucher and normal fare rules will apply.
Rebooking

You can rebook without penalty to travel at a later date; any difference in fare will apply. Normal fare rules will apply to any changes made to your booking after 01 April 2020.

Jambojet

Jambojet has put in place below booking policy, which applies for bookings done on or before 12th March 2020, with travel period of up to 31st May 2020.

Amendment;
Bookings can be amended with no change fee. Any applicable fare difference and taxes shall be payable.

Rerouting;
This is permissible with applicable fees, fare difference, and taxes.

Cancellation;
For request made more than 7 days prior to travel date, cancellation penalty shall be waived and the amount put on credit shell for utilization within 12 months from date of ticket suspension
For requests made within 7 days to travel date, the cancellation penalty shall apply and amount kept on credit for utilization within 12 months from the date of ticket suspension.

Group Bookings cancellation;
The cancellation penalty shall be waived and credit offered with a validity period of 12 months.

Refund – International travel;
A refund will be permitted free of charge only if the original ticket has been canceled due to a travel ban from the country of origin or country of final destination.

Kenya Airways

Kenya Airways is offering a waiver on change fees on all fares excluding travel within Domestic Kenya ie: MBA/KIS. This change gives customers the confidence to continue with travel plans even with the uncertainty of this situation.

This waiver will apply to:

All fare types, including groups and conferences.
All Kenya Airways destinations (excluding travel within Domestic Kenya i.e.: MBA/KIS).
All points-of-sale
All travel up to 30th June 2020
Ticket changes/Refunds must be completed by 30th April 2020.

Future itinerary changes:

Customers can change to a flight of equal or lesser value with no change fee.
If the new fare is of lesser value, there will be no refund or residual of the fare difference.
If the new ticket is a higher fare, the customer will only pay the fare difference.
A maximum of 2 changes are permitted free of charge.

If you purchased a ticket before 31st March 2020 for a flight scheduled to travel until 30th June 2020, you may cancel your trip and request for a full refund. Refund will be issued in form of a non-refundable and non-transferable voucher, also known as an Electronic Miscellaneous Document (EMD).

If you purchased a non-refundable ticket before 31st March 2020, please complete the form below to obtain a travel voucher. This non-refundable and non-transferable voucher is valid for 1 year on all Kenya Airways flights.

Please note: No cash refunds allowed

Compensation because of Cancellation as per EU regulation.
You are not entitled to compensation based on the EU Regulation 261/2004. Cancellation of flights due to the Coronavirus is considered an extraordinary circumstance, which exempts airlines from paying compensation.

Your flight has been cancelled
If your flight has been cancelled and you no longer want to travel, you can obtain a refund in form of a voucher(EMD) from your travel agent, The Rickshaw Travels.

KLM

You can make your request until 30 September 2020, even if your original travel date has already passed. This way, you can rest assured you can travel at a later date.

If you have booked a flight with a scheduled departure until 31 May 2020, please see below rebooking and voucher options we can offer you.

1. Rebook your flight
Change your travel dates
You may change your travel dates without having to pay the change fee.
Is your new travel date until and including 30 November 2020? You can change your travel dates if the same travel class as mentioned on your original ticket is available.
If your new travel date is from 1 December 2020 onwards, you can change your travel dates if the same fare type as mentioned in your original ticket is available. If you change to a higher fare type, you may need to pay the fare difference.
Change your destination
You may use the full value of your original tickets for new tickets on KLM, Air France, Delta Air Lines or Virgin Atlantic.
You will not have to pay the change fee.

2. Request a travel voucher
If you choose to postpone your trip, we will provide you with a refund in the form of a travel voucher. You can use this voucher as a payment method to purchase a new ticket at a later time.

Your travel voucher is valid to use within 1 year after the date of issue and can be used on KLM, Air France, Delta, and Virgin Atlantic flights.
You can use your voucher to book a flight that takes place after the expiration date of the voucher.
This voucher is refundable after 1 year from the date of issue.

Lufthansa

Lufthansa, part of Lufthansa Group airlines is now offering a new consolidated goodwill policy (TWP 2011) with even more flexible rebooking options for which no waiver is required. This also applies to passengers who were not able to cancel their originally booked flight (no-show). This new goodwill policy replaces all previous goodwill rules.

Customers with a booked flight before 31 December 2020 who do not yet wish to commit to a new travel date and destination can rebook their flight free of charge until 31 August 2020.

With these enhanced rebooking options, customers can be much more flexible when making their travel plans during this exceptional situation. Passengers of cancelled flights who do not make use of any of the rebooking options will only be able to have their tickets refunded at a later stage. Ticket refunds of refundable fares are still permitted at any time according to fare conditions.

The goodwill policy (TWP 2011) for free of charge rebookings and reissues of cancelled and non-cancelled flights at a glance:

Passengers

  • with a booked flight until 31 December 2020, and
  • with an Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight ticket issued on/before 31 March 2020, and
  • with a booked Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight number (operated by OS/LH/LX/WK/SN/EW/4U/EN) worldwide, or
  • on a flight operated by another airline (OAL) with Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight flight number ("codeshare") worldwide may rebook once free of charge and receive a credit or reduction of 50 EUR/USD 50/CHF 50*.

Option 1 for passengers who already know when they want to fly:

  • Rebooking/reissue the trip to a later date.
  • New start of travel: by 31 December 2020 at the latest

Option 2 for passengers who do not yet know the new date of travel and/or destination:

  • Rebooking/reissue of the existing ticket (complete ticket price) must be completed on/before 31 August 2020 for the new travel dates and the new routing.
  • New start of travel: by 31 December 2020 at the latest

The following rules apply for both options:

  • The rebooking/reissue must be completed on/before 31 August 2020
  • The rebooking fee does not apply
  • Start and destination of the journey can be changed (exception: German domestic tickets may not be changed into international tickets and vice versa)
  • Rebooking to an alternative Lufthansa Group flight/connection (flight number and operated by OS/LH/LX/WK/SN/EW/4U/EN) – or as per fare rule of new fare
  • New start of travel: by 31 December 2020 at the latest
  • Any fare in any compartment – the fare must be repriced. If necessary, a difference has to be charged, for example for the new route, booking class or season.
  • Change of the passenger ("Name Change") is not permitted
  • The conditions of the new fare apply
  • These rebookings/reissues are also permitted for PNRs/tickets that have already been rebooked/reissued (earlier reissues based on a goodwill rule or due to cancelled flights)
  • The goodwill policy also applies to passengers who have been a no-show on their originally booked flight.
  • EMDs that were associated to the original ticket remain valid.
  • Endorsement entry for reissue: TWP 2011
  • In addition, applicable for option 2 (passengers who do not yet know the new travel date):
  • If possible, cancel flights that have already been booked. In any case, the tickets remain valid even if the customer has been a no-show.
  • In order to facilitate the processing of the PNR at a later date, we recommend that you keep the PNR active, provided that the reservation system you are using offers this function.

Oman Air

Starting 6 March, 2020, Oman Air has removed change fees for all tickets purchased from now through till 31 May, 2020. The waiver applies to all tickets, all fare types and all destinations – for travel through 31 October, 2020.

Precision Air

All Bookings ticketed On/Before 18th March 2020 will be exempted from ticket change fees.
This change waiver applies to:

    • All fare types, including groups
    • All affected destinations
    • All points-of-sale

REBOOKING CONDITIONS:
1. Must rebook/reissue ticket by 30Jun20
2. Complete travel by 17 Mar 2021
3. Rebook same booking class with no additional collection and change fee waived.
4. Tickets to be endorsed”COVID-19 PW FLT/DATE
5. No show fee will apply at all times except when flight is canceled involuntarily by the airline. Previous No-Show passengers are not eligible for this waiver.
6. A maximum of 2 changes are permitted free of charge (see condition 1)
7. Customers can cancel their existing flight itineraries, retain the value of their tickets and rebook their travel at a later date, when they are able to firm up their new travel plan (see condition 1).
8. PW reserves the right to withdraw or revise the conditions with notice.

Qatar Airways

Passengers that have booked or will book flights for travel up to 30 June 2020 will be offered the flexibility to change their travel plans free of charge by altering the dates of their booking or exchanging their ticket for a travel voucher valid for one year. Both changes apply up to three days prior to departure.*
If you are affected due to cancellation of flight, you can re-book your ticket to alternative dates or destinations, opt to receive a voucher for future travel, or get a refund. This policy applies to all tickets issued anytime until 30 September 2020, for travel on or before the same date.

If your flight is operating normally and you have booked or are planning to book tickets for travel up to 30 September 2020, but you wish to change your travel plans, you can alter your travel date free of charge, or exchange your ticket for a future travel voucher valid for one year, up to 3 days prior to departure.

Rwandair

RwandAir has introduced a new booking policy to offer flexible future travel options for customers concerned about flying due to the coronavirus outbreak. It has waived all rebooking fees for all new flight bookings made between March 9 and April 30, 2020.

The waiver applies to:

  • All fare types, including groups
  • All RwandAir destinations
  • All points-of-sale
  • For tickets purchased before 9 March 2020 with travel between 31 January and 31 May 2020, passengers can rebook without any change or rebooking fees for up to one year from the date of issuance.

To be eligible for RwandAir’s new travel options, all ticket changes/refunds must be completed by April 30, 2020.

Saudia

WAIVER DETAILS FOR INTERNATIONAL FLIGHTS
Waiver period: All international flight tickets with confirmed bookings for future travel.

  • Cancel booking with the option to keep the passenger Ticket/EMD as credit valid to be used in the same route and class of service without any restrictions to the new date of travel and without collecting fees or fare difference* (The ticket is valid for one year considered only from the commencement of the specified date of travel ticket).
  • Changing the starting point or final destination to the nearest destination in the same area without fees or fare difference*.
  • Reroute to any other station without fees* with the fare difference, if any.
  • Refund ticket without fees (except for E3 security fees, non- refundable taxes, and airline fees).
  • Revalidation/Reissue/No-show/Go-show without fees* or fare difference*.
  • Refund/ Re-associate all ancillary service EMD without fees*.

* One time only.

South African Airways

SAA announced its decision to suspend all domestic flights with effect from Friday, 27 March until 16 April 2020 (inclusive). All International flights are suspended until 31 May 2020. All Tickets issued on or before 25 March 2020 and new tickets issued up to 31 August 2020 will be eligible to be used as a Future Travel Credit up until 25 March 2022.

Customers holding a ticket issued by South African Airways (083) Operated by South African Airways and/or SA 7000-7999, Mango Codeshare (SA2000), SA Express (SA1000) and Airlink (SA8000) flights that form part of an itinerary that contains an SAA operated flight and not on separate tickets of other airlines. SAA will offer you a credit for future travel to the value of the ticket unused sectors (coupons) you hold. The credit must be utilized by 25 March 2022.

If you are holding an SAA ticket and need to amend it, we’ve relaxed our policy to accommodate all travel disrupted due to COVID-19. SAA ticket will open for use, for issue and travel up to 25 March 2022, this benefit kicks in immediately. Your E-ticket number is your form of credit.

This Travel credit is applicable to all fare types including Voyager Tickets. SAA will permit a change in routing on the
services of SAA when you are ready to travel again. Any additional fares and taxes applicable to the new booking must be collected at the time of re-issue and the ticket and booking must be endorsed with COVID-19 SA Flight Number / Date

As a further benefit to our valued customers SAA will allow you to nominate your Travel Credit to an Alternate Traveler. SAA will require the full name and surname of the new traveler as per passport details at the time of rebooking. The original ticket in your name will be converted by SAA to a voucher for use on the new ticket. Please note that this offering can only be done via an SAA Ticketing office or SAA Call Centre.

If the Flight is Operating before 31 May 2020?

Due to

a. Advised not to Travel by Government Decree
SAA’S POLICY: 1 Free Change. 72 hour rule suspended. Collect any difference in Fare and Taxes
WHEN DOES THIS APPLY? When a Government issues an advisory to citizens not to travel unnecessarily.
CREDIT NOTE: Your ticket is valid as a credit for 2years from date of issue

Or

b. SAA Flight is operating but a Government ban is imposed on Travel
SAA’S POLICY: 1 Free Change applies. 72 hour rule suspended.
WHEN DOES THIS APPLY? When a Government issues a travel ban preventing travellers passage between countries.
CREDIT NOTE: Your ticket is valid as a credit for 2years from date of issue

If the Flight is not operating before 31 May 2020?

Due to

a. ROUTE CANCELLATION DUE TRAVEL BAN - SAA or Codeshare Partner flight is cancelled
SAA’S POLICY: 1 Free Change applies, 72 hour rule suspended.
WHEN DOES THIS APPLY? When SAA or Partner Airline has cancelled a flight due to a Travel Ban implemented by a destination country.
CREDIT NOTE: Your ticket is valid as a credit for 2years from date of issue

or

b.ADHOC ROUTE CANCELLATION - SAA has cancelled flights
SAA’S POLICY: 1 Free Change OR Rebook another SAA Flight.
WHEN DOES THIS APPLY? When SAA cancels flights. If there is no alternative flight, then apply for a refund.
CREDIT NOTE: Your ticket is valid as a credit for 2years from date of issue

or

c. SCHEDULE CHANGE - Change of Time of Flight
SAA’S POLICY: 1 Free Change Collect difference in Fare and Taxes.
WHEN DOES THIS APPLY? When SAA has to reschedule a flight or has a time change.
CREDIT NOTE: Your ticket is valid as a credit for 2years from date of issue

Swiss

Swiss, part of Lufthansa Group airlines is now offering a new consolidated goodwill policy (TWP 2011) with even more flexible rebooking options for which no waiver is required. This also applies to passengers who were not able to cancel their originally booked flight (no-show). This new goodwill policy replaces all previous goodwill rules.

Customers with a booked flight before 31 December 2020 who do not yet wish to commit to a new travel date and destination can rebook their flight free of charge until 31 August 2020.

With these enhanced rebooking options, customers can be much more flexible when making their travel plans during this exceptional situation. Passengers of cancelled flights who do not make use of any of the rebooking options will only be able to have their tickets refunded at a later stage. Ticket refunds of refundable fares are still permitted at any time according to fare conditions.

The goodwill policy (TWP 2011) for free of charge rebookings and reissues of cancelled and non-cancelled flights at a glance:

Passengers

  • with a booked flight until 31 December 2020, and
  • with an Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight ticket issued on/before 31 March 2020, and
  • with a booked Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight number (operated by OS/LH/LX/WK/SN/EW/4U/EN) worldwide, or
  • on a flight operated by another airline (OAL) with Austrian Airlines/Lufthansa/SWISS/Brussels Airlines/Eurowings/ Edelweiss/Germanwings/Air Dolomiti flight flight number ("codeshare") worldwide may rebook once free of charge and receive a credit or reduction of 50 EUR/USD 50/CHF 50*.

Option 1 for passengers who already know when they want to fly:

  • Rebooking/reissue the trip to a later date.
  • New start of travel: by 31 December 2020 at the latest

Option 2 for passengers who do not yet know the new date of travel and/or destination:

  • Rebooking/reissue of the existing ticket (complete ticket price) must be completed on/before 31 August 2020 for the new travel dates and the new routing.
  • New start of travel: by 31 December 2020 at the latest

The following rules apply for both options:

  • The rebooking/reissue must be completed on/before 31 August 2020
  • The rebooking fee does not apply
  • Start and destination of the journey can be changed (exception: German domestic tickets may not be changed into international tickets and vice versa)
  • Rebooking to an alternative Lufthansa Group flight/connection (flight number and operated by OS/LH/LX/WK/SN/EW/4U/EN) – or as per fare rule of new fare
  • New start of travel: by 31 December 2020 at the latest
  • Any fare in any compartment – the fare must be repriced. If necessary, a difference has to be charged, for example for the new route, booking class or season.
  • Change of the passenger ("Name Change") is not permitted
  • The conditions of the new fare apply
  • These rebookings/reissues are also permitted for PNRs/tickets that have already been rebooked/reissued (earlier reissues based on a goodwill rule or due to cancelled flights)
  • The goodwill policy also applies to passengers who have been a no-show on their originally booked flight.
  • EMDs that were associated to the original ticket remain valid.
  • Endorsement entry for reissue: TWP 2011
  • In addition, applicable for option 2 (passengers who do not yet know the new travel date):
  • If possible, cancel flights that have already been booked. In any case, the tickets remain valid even if the customer has been a no-show.
  • In order to facilitate the processing of the PNR at a later date, we recommend that you keep the PNR active, provided that the reservation system you are using offers this function.

Turkish Airlines

Involuntary applications for all tickets issued On/Before 20th of MAR 2020 flights up to 31st of December 2020 (Included).

*All Tickets refund process will be within 60 days later.

1. REBOOKING / REROUTING REQUESTS:
- Rebooking and rerouting will be made without any charges for different booking classes only if the new destination is in the same IATA region and in the same cabin providing that travel is completed up to 28th of February 2021 (Included) for TK and AJ operating flights.
- If changes affect passengers travel plans, rebooking and rerouting will be made free of charge with the original class (up to effected duration) if there is availability in the same cabin without considering availability of original class.

CONDITIONS FOR FREE CHANGE:
* Free change can be applied only if flights in reservations are cancelled before the first flight departure time.
* New departure dates can be decided later up to 28th February 2021 (included).
* Tickets which are cancelled according to the this rule, Passengers will not be accepted as
NO-SHOW even though rebooking/rerouting is made after the original ticket flight date.
* If reservations are not cancelled before scheduled departure time of flight, reservations will be accepted as NO-SHOW and the change requests will be made according to the original ticket rules.

EXCEPTION:
-In order not to restrict passengers rights, passengers who have a reservation which are ticketed on/before 20th of Mar 2020 (included) and travel date is up to
31st of May 2020 (included) can change their reservation even after first departure date.
-Cancellation is not necessary before the first departure date only for these passengers.
-This change can be applied just ONCE and they will not be accepted as NO-SHOW.

2. OPEN-ENDED TICKET PROCEDURES:
- Passengers will have an open-ended ticket only if flights in reservations are cancelled before the first departure time of original ticket. New departure dates can be decided up to
28th Feb, 2021(included) provided that new travel must be completed before 28th Feb, 2021(included).

3. Rebooking/rerouting requests of group reservations for which payment or guarantee MCO is received
on/before 20th Mar, 2020 (included) will be made disregarding applying change penalties of existing fare rules.

4. REFUND REQUESTS:
-Refund and cancellation requests will be made according to original fare rules.

5. ISSUE DATE FOR NEW TRAVEL:
-There is no restriction on issue date, new travel dates can be decided up to new departure date of travel.

6. EXTENSION OF VALIDITY:
-              Validity of ticket can be extended until 28th February,2021 without any fare difference or penalty.

Ugandan Airlines

Due to suspension of operations until further notice, passengers holding Ugandan Airlines tickets for travel during this period have the option to rebook and fly at a future date or to request for a refund. Ticket changes are free of charge as we are offering a waiver for change fees on all flights across out network.

 

Disclaimer: Due to the continuous change in COVID-19 situation around the word, these conditions are constantly updated. We therefore request our clients to check with our local offices for any update guidance on Airlines T&C