Coronavirus (COVID-19) travel update

Due to the ongoing Coronavirus outbreak, the Australian Government has announced that all travellers entering Australia will need to self isolate for 14 days. For further information please refer to the following link: 
https://www.health.gov.au/sites/default/files/documents/2020/03/coronavirus-covid-19-isolation-guidance_2.pdf

Travellers coming or transiting from mainland China, Iran, Italy and the Republic of Korea will be denied entry to Australia, unless you are an Australian citizen, permanent resident or immediate family member.

The Australian Government strongly suggests that Australians should reconsider their travels during this time.

We are currently experiencing a high demand of calls and emails. If you wish to cancel your booking and your departure is within 72 hours, please email us (contactus@skiddoo.com.au) and mark it as URGENT COVID-19. For all other enquiries, we ask that you contact us closer to your departure date as we need to prioritise immediate travels. We do apologise for the delay and thank you for your patience. 

Please be mindful that not all Airlines are providing full refunds but are offering credit for future travel.

Skiddoo will waive the change/cancellation fees in line with individual Airline Policies.

 

Please find below latest airline policies:

SICHUAN AIRLINES

Sichuan Airlines wishes to advise of the following flight cancellations:

Flight cancellations:

For tickets issued on 876, passengers can: 

  • Request a full refund subject to the booking being cancelled
  • Refund to be processed through the original purchasing channel.

 

AMERICAN AIRLINES

American Airlines will continue to monitor the Travel Notice Exception Advisory and adjust this policy if needed. Changes will be posted on AA.com

 

AIR CANADA updated 17th March

In an effort to simplify and streamline the re-protection process for your customers, we have updated our previously issued change fee waiver policy for future travel.
As these two new policies are more accommodating for most of our customers, all previously issued goodwill policies have been cancelled.

Change fee waiver for future bookings
If you purchase a ticket between 04MAR20 and 31MAR20, Air Canada will allow a one-time change to their flight without incurring a change fee up to 2 hours before the departing flight. You may also cancel their flight and apply any unused value of the ticket toward the purchase of a new ticket provided the cancellation is made up to 2 hours before the departing flight. In both cases, any fare difference will apply, any residual value resulting from a lower fare will be lost and all travel must be completed by 31DEC20.

The one-time change fee waiver applies to:

  • 014 ticket stock
  • All fare types, including Groups, published fares and tickets with tour codes
  • All points-of-sale
  • New travel must be completed by 31DEC20
  • Any refunds remain as per fare rules

For added convenience, we have modified our fare rules to set the change fee at $0, whereby the change fee is automatically waived. 

Change fee waiver for existing bookings
If your customers purchased a ticket before 04MAR20 for travel before 30APR20 Air Canada will allow them to make a one-time change to their flight without incurring a change fee up to 2 hours before the departing flight. Customers may also cancel their flight and apply any unused value of the ticket toward the purchase of a new ticket provided the cancellation is made up to 2 hours before the departing flight. In both cases any fare difference will apply, any residual value resulting from a lower fare will be lost, and all travel must be completed by 31EC20.
The one-time change fee waiver applies to:

  • 014 ticket stock
  • All fare types, including Groups, published fares and tickets with tour codes
  • All points-of-sale
  • For original travel up to 30APR20
  • New travel must be completed by 31DEC20
  • Any refunds remain as per fare rules

For further up to date information please refer to the following link: 

https://www.aircanada.com/au/en/aco/home/book/travel-news-and-updates/2020/covid-19.html

 

ALITALIA

Passengers Holding Alitalia tickets issued on International markets with final destination Italy.

Following important information related to policy rebooking and rerouting without penalty during the period of validity of the measures related to the coronavirus epidemic for passengers holding Alitalia ticket purchased in the International markets. 

As of 24FEB20, Italian Authorities have imposed restrictions on the mobility of citizens present in the areas considered at risk for the management of the epidemiological emergency by COVID-19 valid, as of today, until 03APR20.

Passengers holding Alitalia (055) tickets issued in International markets with final destination Italy.

Passengers holding Alitalia tickets with the following features:

  • With final destination Italy;
  • Purchased on International markets within 03APR20;
  • With travel dates within 31MAY20

Are entitled to ask:

1. Change of the travel date (rebooking) without penalty of the original booking with new travel date no later than 31DEC20.

In case of original flight reservations on:

  • AZ operating - Rebooking without penalty, in the same booking class as original booking or in the first available class, same cabin.
  • AZ marketing - Rebooking without penalty, exclusively in the same booking class as original booking, same cabin.

The change of reservation and reissuance of the ticket must be made no later than 31MAY20.

2. Voucher for an amount equal to the value of the ticket purchased or its residual value, valid for the purchase of other Alitalia tickets to any destination operated by Alitalia, which can be used to travel within one year from voucher date of issue. 

This is without prejudice to the provisions of the mandatory rules applicable in the countries where the ticket was issued. 

 

FINNAIR 

The health and wellbeing of customers and personnel is a top priority for Finnair. Following a thorough analysis of all currently available information on the coronavirus and its impacts on air travel to and from China, Finnair has decided to:  

  • Cancel all its flights to mainland China between 09FEB20 and 29FEB20.
  • Cancel its flights to Guangzhou between 05FEB20 and 29MAR20.
  • Stop accepting bookings for its mainland China flights between 31JAN20 and 29FEB20.

Finnair has earlier communicated the cancellation of its Beijing Daxing and Nanjing flights between 05FEB20 and 29MAR20 and between 08FEB20 and 29MAR20 respectively, and this is still valid. Finnair continues normal operations to Hong Kong.

For further information please refer to the following link: https://www.finnair.com/pt-en/flight-information/travel-updates

 

BRITISH AIRWAYS updated  21st March

In these unprecedented times, we recognise there is a lot of uncertainty so now, more than ever it is important that we stay connected and ensure you have the latest information from British Airways. We are focused on supporting our business partners and our teams are working around the clock to help you wherever you are in the world. Our people are also a top priority and we are following the latest guidance from the relevant authorities to ensure their health and wellbeing.
Our network
As you would expect, we have made significant changes to our network in light of the current situation. We’re working closely with the UK Government to continue flying where travel restrictions
allow. Our parent company, IAG, this week outlined the impact on British Airways and our sister airlines, including anticipated capacity reduction in the coming months. You can read about it here.

Book with Confidence
For existing bookings made on or before 13MAR20 for departure up to 31MAY20 you can either change to a new flight without paying a change fee or exchange your ticket for a credit worth the full value of the original ticket.
We’ve also extended our ‘Book with Confidence’ policy which now waives change fees for all new bookings to 31MAY20. Both options allow for future booking to any destination, on any chosen dates, within 12 months of the original departure date.
Our customer response Our customer service teams are responding to extremely high volumes of enquiries, so unless your enquiry is related to travel within the next 72 hours, please delay your call to a later time. This will allow us to prioritise customers who need urgent rebooking due to imminent travel. We regularly update batraveltrade.com with general information and FAQs so please ensure you have subscribed here and check it regularly for the latest news. We are grateful for your patience and understanding as we seek to respond to this evolving and challenging situation. If you have any further questions or feedback, please contact your account manager.

 

EVA AIRWAYS

Please refer to the following link by copying and pasting into your browser for more information on Mainland China/Hong Kong/Macao/Singapore/Japan/ Korea/Philippine/Phuket/Milan routes

https://www.evaair.com/en-global/about-eva-air/news/travel-news/2020-01-24-wuhan-coronavirus.html#PH11FEB

 

AIR CHINA

Due to the nature of the situation Air China will adjust operations for some of the flight routes.    

Air China will actively seek to follow and guarantee by providing passengers on the ticket services (Date Change, Refund and Itinerary alteration).  

Flight adjustment plan

  • For routes from mainland China to Australia: all flights on the Chengdu - Sydney route will be cancelled from 03FEB20 - 28MAR20; all flights on the Beijing - Sydney and Beijing - Melbourne routes will be cancelled from 05FEB20 - 29FEB20.
  • Flights on the Beijing - Sydney and Beijing - Melbourne routes will be cancelled from 01MAR20 - 28MAR20, the following flights will be cancelled.  

Eligible

Any tickets that contain unused segments on any cancelled flights mentioned above, with a ticket number beginning with 999.

Ticket handling rules

1. Free refund 

  • Any eligible tickets as defined above can be refunded through the original booking channels within the validity period of the ticket and no cancellation processing fees will be charged. 

2. Itinerary alteration 

  • The itinerary of the above-mentioned tickets cannot be altered. It is recommended that passengers apply for a full refund and book new tickets.

3. Flight alteration  

  • Any tickets for the cancelled flights mentioned above can be altered, within the ticket validity period, to another flight before 30JUN20 (inclusive). No alteration processing fee, subclass price difference or seasonal price difference will be charged. For alterations to flights after 01JUL20 (inclusive), no alteration processing fee will be charged, but subclass price difference and seasonal price difference will be charged.  

The above free refund and free alteration rules only apply to the first refund or alteration request. For subsequent requests, the ticket's conditions of use apply.

 

CHINA AIRLINES

Please be advised that the Taiwan government suspends passengers with China passports from entering Taiwan, transiting in Taiwan is allowed for China passport holders.

For passengers holding a China passport, the suspension on transiting in Taiwan is waived.

However, the current practice of not allowing China passport holders to enter Taiwan remains unchanged.

Application

  • Passengers holding CI/AE valid tickets issued on/before 08FEB20 with confirmed bookings on CI/AE flights to/from/via China /Hong Kong, with confirmed bookings on CI/AE flights to/from/via China/Hong Kong and whose entire journeys commence on/before between 20JAN20-30APR20 must file applications on/before 30APR20. Hospital diagnosis certificates shall not be required.
  • Passengers who are holding CI/AE valid tickets with confirmed bookings on CI/AE flights, whose entire journeys commence on/before 20JAN20-30APR20, and who are not entitled to enter/transfer based on each country's policy on Wuhan Coronavirus, must file applications on/before 30APR20 (e.g.  Passengers who have been to PRC within 14 days prior to flight departure are not permitted to enter into ONT).

Rebooking/Reissue/Rerouting

  • Tickets within validity shall be revalidated only once provided that RBD/Carrier/Ticketed point shown on tickets remains unchanged while rebooked on other dates. Any fare/tax differences incurred by rebooking shall be waived. (eg: TPE/ONT can be involuntarily revalidated to TPE/LAX) Bookings on flights operated by CI/AE shall not be changed to code-shared flights
  • Any fare/tax differences incurred by rebooking on different RBD/rerouting shall be paid by passengers provided that booked flights are operated normally. Under this circumstance, tickets shall be reissued, and reissue charge shall be waived only once.

Refund

  • For totally unused tickets: Full refund shall be performed without imposing any refund charge/penalty.
  • For partially used tickets: Refund charge shall be waived, and calculation of residue refund value shall be based on involuntary refund procedures.

Effective 12FEB20

To comply with clarification announced by Philippines CAB, please be advised of the following handling guidelines for tickets to/from MNL/CEB/Japan/Singapore.

Application

  • Passengers holding CI/AE valid tickets issued on/before 24FEB20 with confirmed bookings on CI/AE flights to/from Manila/Japan/Singapore, and whose entire journeys commence on/before between 11FEB20 and 30APR20 must file applications on/before 30APR20.
  • Passengers holding CI/AE valid tickets issued on/before 11FEB20 with confirmed bookings on CI/AE flights to/from Cebu, and whose entire journeys commence on/before between 29Mar20 and 11JUN20 must file applications on/before 30APR20.

Rebooking/Reissue/Rerouting

  • Tickets within validity shall be revalidated only once provided that RBD/Carrier/Ticketed point including airport shown on tickets remain unchanged while rebooked on other dates. Any fare/tax differences incurred by rebooking shall be waived. Bookings on flights operated by CI/AE shall not be changed to codeshare flights.
  • Any fare/tax differences incurred by rebooking on different RBD/rerouting shall be paid by passengers provided that booked flights are operated normally. Under this circumstance, tickets shall be reissued, and reissue charge shall be waived only once.

Refund

  • For totally unused tickets: Full refund shall be performed without imposing any refund charge/penalty.
  • For partially used tickets: Refund charge shall be waived, and calculation of residue refund value shall be based on involuntary refund procedures.

In a statement Friday 14FEB20, The Philippine government has confirmed and decided to lift the travel restrictions imposed against Taiwan due to the COVID-19. However, The Philippines government still banned all travel to and from China, Hong Kong and Macau. 

Please be advised of the following updated CI handling guidelines for tickets to/from MNL and CEB.

Issue Date: on/before 11FEB20

Original Travel Date to /from MNL- between 11FEB20 - 20FEB20

Original Travel Date to /from CEB- between 29MAR20 - 11JUN20.

The deadline of application: on and before 20FFEB20.

Please be advised of the following handling for tickets to/from/via Singapore/Japan/USA.

1. Eligibility: Passengers holding CI/AE valid tickets with confirmed bookings on CI/AE flights to/from/via Singapore/Japan/USA which operate normally, and ticket issue date and travel date within the date range below:

  • Tickets issued on/before 24FEB20 to/from/via Singapore and original travel date between 11FEB20 - 30APR20.
  • Tickets issued on before 13MAR20 to/from Japan and original travel date between 22FEB20 - 30APR20.
  • Tickets issued before 13MAR20 and original travel date between 14MAR20 - 30APR20.

2. Application date: Must file applications on/before 30APR20.

3. Rebooking/Reissue/Reroute:

  • Any fare differences incurred by new itineraries shall be paid by passengers while the reissue charge can be waived once.
  • Ticket issued via CI website please contact China Airlines branch offices to change booking.

4. Refund penalty will be charge according to original ticketing rule.

Ticketing guideline for travelling to/from Europe.

1. Eligibility: Passengers holding CI/AE valid tickets issued on/before 13MAR20 with confirmed bookings on CI/AE flights to/from Europe between 07MAR20 - 30APR20.

2. Application date: Must file applications on/before 30APR20.

3. Rebooking/Reissue/Reroute:

  • Tickets within validity can be revalidated with booking class/carrier/city shown on tickets remain unchanged while rebooking on other dates of CI/AE operated flights. Any fare/tax differences incurred by rebooking shall  be waived once.
  • Any fare/tax differences incurred by rebooking on different booking class/rerouting shall be paid by passengers under this point and the reissue charge shall be waived once while rearrangement to other airlines are not permitted.

4. Refund: Full refund of unused tickets without imposing any refund service charge or penalty.

 

CATHAY PACIFIC

For the most up to date information regarding Cathay Pacific’s policy please refer to the link:

https://www.cathaypacific.com/cx/en_HK/travel-information/travel-preparation/travel-advisories/covid-19-refunds-and-ticket-changes/refunds.html

 

CHINA SOUTHERN

Due to the recent Coronavirus issue, please refer to the following procedures regarding cancellation, rebooking and rerouting.

Applicable tickets: all China Southern Airlines (784) tickets that included China Southern Airlines operating flights only.

Cancellation

Cancellation fee will be waived for travel between 24JAN20 and 10JUN20.

Please note: Cancellation fee will not be waived if passenger no-show.

Rebooking

For any tickets travelling between 02FEB20 and 10JUN20, China Southern Airlines will waive change fee and fare difference for date change ONCE, new date (must be within ticket validity and on/before 10JUN20) can be changed of up to 13 days before or 13 days after the original date on the same routing which is operated by China Southern airlines, any taxes difference needs to be paid.

Rerouting

For any tickets travelling between 02FEB20 and 10JUN20, rerouting will be considered for special cases only, will need to contact China Southern Sales & Support Centre for advice and approval.

 

DELTA AIRLINES

Applies for tickets issued on or before 15MAR20. Delta Airlines is offering a waiver to assist customers who may be impacted due to the Coraonavirus health concerns. 

Issued on 006, date of impacted travel 15MAR20 - 31MAY20 on travel to/from Australia.

Applicable Dates:

New travel must originate on or before 31DEC20.

New travel must rebook no later than 31DEC20

Ticket must be reissued on or before 31DEC20 or the ticket expiration date (whichever is sooner).

Policy Information

Delta will waive administrative change fees and can rebook/reissue tickets provided the below guidelines are met and applied:

1. Travel has not commenced on the affected flight segment and the ticket has not been reissued by Delta.

2. The first departure flight is more than 3 hrs away.

3. Customer has not checked in; if checked in your travel agent needs to contact Delta Sales Support or Reservations for assistance. 

4. Only one change is permitted under this policy without a change fee.

5. Tickets can only be reissued by the agency that originally issued the ticket. 

6. Some affected itineraries may have been proactively rebooked and reissued. If assistance is needed with additional changes, contact Delta.

7. Changes outside of the guidelines are subject to the reissue rules of the ticketed fare. This includes any applicable additional collection or administrative fees.

Change to Origin/Destination

  • Changes to Origin/Destination are permitted and subject to additional collection for the new itinerary. Passengers need to pay for any fare/tax difference at the time of reissue.
  • Change fee may be waived provided ticket is reissued within policy guidelines.

Minimum/Maximum Stay Requirements

Minimum/Maximum stay requirements may be waived under these conditions:

  • When a change to the outbound travel occurs, the unaffected return date may be changed to protect the original length of the trip. The return travel must be booked in the original class of service. 
  • Change fee may be waived provided ticket is reissued within policy guidelines.

Applicable Booking Class

Rebook permitted as indicated below:

  • If new travel originates 15MAR20 - 31DEC20.
  • Fare difference and change fee will be waived provided the ticket is reissued within policy guidelines.
  • Change fee may be waived provided ticket is reissued within policy guidelines. 

If customers are unable to rebook or reissue the ticket within the given timeline, they can cancel your ticket and use the value of the ticket towards the purchase of a new ticket for a period of one year from the date or original issurance. 

  • Change fee may be waived if customers reissue tickets on or before 31DEC20, provided ticket is reissued within policy guidelines. 
  • Please note for tickets reissued after 31DEC20, change fees will apply. 

Future Travel Rebooking Options

  • Customers who reschedule their reservation for travel after 31DEC250 and are able to reissue no later than 31DEC20 may be subject to any applicable additional fare for their new itinerary, however, the cahnge fee will be waived. 
  • Please note for tickets reissued after 31DEC20, change fees will apply. 

Enroute/Diversion

  • Connecting customers enroute to one of the above listed destinations or whose flights are diverted should work directly with the airport to rebook their travel. 

Refunds

If a customer's flight is cancelled due to this event, and no other alternative flights are acceptable, refunds are applicable if the ticket is totally unused. 

 

EMIRATES

Emirates have implemented fee waivers for changes to bookings made on or before 31MAR20, and are offering bonus tier miles and reduced tier travel requirement to help Skywards members retain their status. 

Please note that the waiver policy only applies to bookings departing until 31MAY20. 

Option 1

  • Change fees and reissue fess will not be applied to tickets issued on/before 31MAR20.
  • Cancellation and refund fees will not be applied to tickets issued between 07MAR20 - 31MAR20, regardless of travel date.
  • If there is a difference in the airfare or applicable taxes due to the reissue/reroute or the ticket, the additional amount will need to be collected.
  • Customers tickets can be reissued for future travel, however all travel must be completed by no later than 28FEB21.
  • The policy covers all existing destinations across the Emirates network.

Option 2

For passengers unable to travel due to travel restrictions:

  • Only valid for tickets departing up until 31MAY20.
  • Rebooking of departure date is permitted, however travel must commence no later than 30JUN20.
  • Reroute permitted, however travel must commence no later than 30JUN20.
  • Reroute permitted,  however travel must commence no later than 30JUN20 and applicable fare difference (if any) would apply.
  • Refund of unutilised tickets also permitted.

Option 3

For passengers impacted due to flight cancellations (not including Iran):

  • Only valid for tickets departing up until 31MAY20.
  • Rebooking of departure date is permitted, however travel must commence no later than 30JUN20.
  • Reroute permitted, however travel must commence no later than 30JUN20.
  • Reroute permitted, however travel must commence no later than 30JUN20 and applicable fare difference (if any) would apply.
  • Refund of unutilised tickets also permitted.

Option 4

Refunds policy for customer impacted due to flight cancellations (Iran only):

Emirates flights to/from Iran are cancelled until further notice. Customers across the Emirates network holding tickets for final destination Tehran will not be accepted for boarding at their point or origin until further notice. 

Customer holding unused tickets for travel to/from Iran booked to travel until 30JUN20:

  • Refund of unutilised tickets also permitted.

Option 5

For passengers impacted due to a "DO NOT TRAVEL" advice:

  • Check the "DO NOT TRAVEL" advice on the TIMATIC or DFAT websites to confirm the status of the country/destination.
  • Rebooking of departure date is permitted, however travel must commence no later than 30JUN20.
  • Reroute permitted, however travel must commence no later than 30JUN20 and applicable fare difference (if any) would apply.

Refund of unutilised tickets also permitted.


ETHIOPIAN AIRLINES

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

Rebooking Policy

  • Change fees are not applicable to tickets issued anytime for travel from 01MAR20 onwards until 30JUN20. If there is a fare/taxes due to reissue/rerouting of the ticket, the additional amount will need to be collected. Customer can change their booking to travel on/or before 31DEC20.

Refund Policy

  • Refund permitted free of charge if only original flight shown on the ticket is canceled.
  • Full refund can be made FOC for travel dates between 01MAR20 - 30JUN20 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

For up to date information please refer to the following link: 

https://www.etihad.com/en-au/travel-updates/covid-19

 

GARUDA INDONESIA

Reason for change:  

  • Changed of Approval Code for refund/reissuance ticket effective 14FEB20.
  • Refund Policy for passenger holding ticket to/from/via Hong Kong.
  • New policy for passengers holding ticket to/from/via Singapore.
  • Valid for ticket issued on/before 29JAN20.

Due to the Corona Virus Epidemic in China, Garuda Indonesia has authorised the following waiver of change and refund fees for passengers affected by the situation (to/from/via China & Hong Kong)   

Garuda Indonesia will cancel flights from/to mainland China (CAN, BJS, SHA, XIY, CGO) from 06FEB20 until 29MAR20.  

The Indonesian Government has issued new rules on the extension of precautionary measures to minimise the risk of community spread in Indonesia. Please refer to the following conditions. 

  • All new visitors with recent travel history to mainland China within the last 14 days will not be allowed to enter Indonesia or transit through Indonesia.
  • Passengers (Including Diplomatic passport holders) holding a working permit or resident permit for Indonesia, with recent travel history to mainland China within the last 14 days cannot re-enter Indonesia.
  • Chinese passport holders will now be required to apply for a Visa (Visa on Arrival not permitted) prior to departure with the local Consulate General of Indonesia.

Please refer to the following information regarding conditions of this waiver and only applicable for GA ticket stock only (126) for original route from/to/via mainland China:  

  • Valid for ticket issued on/before 29JAN20
  • Valid for travel between 24JAN20 – 29MAR20

Date changes/reroutings

Passengers holding tickets to travel to/from/via China/Hong Kong during the above travel period can apply for a one-time rebooking/reissue/rerouting without fees.   

Passengers may choose to involuntarily rebook or reroute their ticket to another GA destination.  

New travel dates only valid until 31MAY20, some blackout dates may apply. Differences in fares/surcharges/taxes must be collected with any reissue. If the new fare/class is more expensive than the original fare/class, the difference is payable by the passenger.   

Refunds 

Passengers holding tickets to travel to/from China and Hong Kong can apply for full refund without fees. 

No-Show passenger is not eligible for the waiver.  

Please refer to the following information regarding conditions of this waiver and only applicable for GA ticket stock only (126) for Original Route from/to/via Hong Kong: 

Valid for ticket issued on/before 29JAN20 

Valid for travel between 24JAN20 – 29MAR20  

Date changes/reroutings 

Passengers holding tickets to travel to/from/via Hong Kong during the above travel period can apply for a one time rebooking/reissue/rerouting without fees.   

Passengers may choose to involuntarily rebook or reroute their ticket to another GA destination. New travel dates only valid until 31MAY20, some blackout dates may apply. Differences in fares/surcharges/taxes must be collected with any reissue. If the new fare/class is more expensive than the original fare/class, the difference is payable by the passenger.  

Refunds 

For passengers holding tickets to travel to/from Hong Kong, full refund is allowed for reservations cancelled before flight with the following conditions: 

  • Original flight is cancelled due to coronavirus.
  • Original flight is delayed and is estimated to arrive at the final destination more than 2 hours after original scheduled time.

No-Show passenger is not eligible for the date change/rerouting or refund waiver.  

Please refer to the following information regarding conditions of this waiver and only applicable for GA ticket stock only (126) for Original Route from/to/via Singapore:  

  • China Passport Holder
  • Passenger with China travel history within the last 14 days
  • Valid for ticket issued on/before 29JAN20
  • Valid for travel between 24JAN20 – 29MAR20

Date changes/rerouting

Passengers holding tickets to travel to/from/via Singapore during the above travel period can apply for a one time rebooking/reissue/rerouting without fees.  

Passengers may choose to involuntarily rebook or reroute their ticket to another GA destination. New travel dates only valid until 31MAY20, some blackout dates may apply. Differences in fares/surcharges/taxes must be collected with any reissue. If the new fare/class is more expensive than the original fare/class, the difference is payable by the passenger.  

Refunds

For passengers holding tickets to travel to/from/via Singapore, full refund is allowed for reservations cancelled before flight (not no-show passenger) with the following conditions: 

  • Original flight is cancelled due to coronavirus.
  • Original flight is delayed and is estimated to arrive at the final destination more than 2 hours after original scheduled time.

Garuda Indonesia is constantly monitoring the situation and will update as required. 

 

TIANJIN AIRLINES

Due to the disaster faced globally and destination government policy, Tianjin Airlines would like to provide a protection program to reduce passengers and agencies lost and speed the processing time who are suffering the flight cancellations.

From today to 31MAR20, Tianjin Airlines will suspend the routes Tianjin to Sydney via Zhengzhou and Chongqing to Melbourne in Australia.

Tianjin Airlines GS-826 or others with unused Tianjin Airlines sectors. Tianjin Airlines is providing the FOC on GS sectors.

All passengers suffered flights cancellation could be provided a FOC once on used sectors or change to other operating flights within HNA Aviation (HU, JD and GS):

  1. The same flight route change: Passengers could enjoy a FOC once and change their flight date before 30JUN20. Tickets could be reissued in any available RBD in the same class, or
  2. The same regional (country) O&D flights change: Passengers could enjoy a FOC once and change their flight date before 30JUN20 Tickets could be reissued in any available RBD in the same class, or
  3. Flights available operating within HNA Aviation (HU, GS and JD): Passenger could enjoy a FOC once and change their flight date before 30JUN20. Tickets could be reissued in any available RBD in the same class, or
  4. Refund without penalty: Passengers could claim for a refund without penalty.

Unaccomplished matter, please contact Tianjin Airlines local sales representative;

Tianjin Airlines reserves the explanation right of the above.

Tickets must be cancelled before flight departure to apply for free refund.

 

HAWAIIAN AIRLINES

Suspended nonstop service between Honolulu and the following Australian and New Zealand gateway cities: Sydney, Brisbane and Auckland as a result of new government entry restrictions. These suspensions start from 22MAR20.

Please refer to the HA website for more information:

https://www.hawaiianairlines.com/coronavirus 

 

HAINAN AIRLINES

Refund

Please be informed that tickets with HU880 plate as per below are eligible for free refund. 

Issued date: On/before 00:00 28JAN20. 

Travel date: On/after 01JAN20.

Flight: Operated by HU or HU code share

Date change

Please be informed that tickets with HU880 plate as per below are eligible for date change, fare difference is to be charged if there is any.

Issued date: On/before 31JAN20.

Flight: Operated by HU or HU code share

Change fee is to be waived one time only, any subsequent change is per fare rules.  

For tickets reissued under this policy, travel must end on/before 30JUN20.

Tickets must be cancelled before flight departure to apply for refund.  

The booking must be CANCELLED BEFORE THE DEPARTURE to avoid no show and technical aircraft operation balancing reason.

 

HONG KONG AIRLINES

With immediate effect, special waiver will be honoured for all tickets issued worldwide (irrespective of fare type) on /before 24JAN20 for travel on Hong Kong Airlines (HX) flight with confirmed booking involving Mainland China between 24JAN20 and 29FEB20.

Available ticket stock: HX 851 ticket stock

Rebooking/No-Show/Re-routing

  • Such requests are made on/before 29FEB20 for travel on Hong Kong Airlines (HX) flight with confirmed booking involving Mainland China departure or arrival between 24JAN20 and 29FEB20.
  • Revised (new) travel date must be on /before 31MAY20 and subject to flight availability. In which case, the ticket expiry date will be adjusted accordingly.

Rebooking/No show charges will be waived on condition that

  • Reissuance charges will be waived due to the expiry of the original ticket.
  • Such waiver on all rebooking request can only be applied once.
  • No-show passengers are not eligible for waiver
  • The newly rebooked sector must observe and conform to the conditions of the respective fare rule, e.g. blackout dates, flight application, weekend/ weekday travel, stopover charges, and applicable seasonality by collecting additional as appropriate.
  • Rebooking is subject to flight availability and fare/tax difference which should be paid by passenger.

Rerouting charges will be waived on condition that

  • Reissuance charges will be waived due to the expiry of the original ticket.
  • Such waiver on rerouting request can only be applied once.
  • Rerouting is subject to flight availability and fare/tax difference which should be paid by passenger
  • No-show passengers are not eligible for waiver.

Cancellation/Refund:

  • Non-refundable ticket for the affected departure date is also eligible for refund without charge.
  • Waiver of refund or cancellation penalty only applies to refund submit within 60 days from the affected flight date.
  • No show passengers are not eligible for waiver.

Please refer to the Hong Kong Airlines website for official announcements and latest guidelines on frequency adjustments which will be published from time to time: https://www.hongkongairlines.com/en_HK/media/specialnews

 

BEIJING CAPITAL AIRLINES 

Due to the outbreak of novel coronavirus and restrictions on entry to Australia issued by Australian border force, please be informed that SYD - TAO from 01MAR20 - 28MAR20 has been cancelled.

There are several alternatives that can help influence passengers on 898 plate to choose.

For all passengers:

  • Date change fee waived to change to flights before on/before 30JUN20.
  • Refund fee waived.

 

JAPAN AIRLINES

Japan Airlines has introduced a waiver for refund and date change penalties under the following conditions:

Waiver for Tickets Including Flights to/from Japan

  • Eligible Flights All JAL flights to/from Japan.
  • Eligible Tickets JL/131 plated tickets issued in Australia or New Zealand

Eligible Dates

  • For tickets issued on/before 28FEB20, eligible departure dates are 28FEB20 - 30APR20 inclusive..
  • For tickets issued 29FEB20 - 06MAR20, eligeligible departure dates are 20MAR20 - 30APR20 inclusive.
  • For flight departure dates 06APR20 - 30APR20, tickets issuedany date.

Involuntary Rebooking

  • Eligible passengers can change the departure date ONCE only per ticket. The rebooked flight must depart on/before 30JUN20. If passengers no-show, the waiver no longer applies.

Involuntary Refund

  • Regardless of fare rules and conditions full refunds are accepted with all fees waived for totally unused tickets.

 

Japan Airlines handling for passengers with travel affected by the Novel Coronavirus (COVID-19) outbreak can be found on our website on the address below. 

Information on JAL’s service changes:

https://www.jal.co.jp/en/info/2020/inter/200124/index.html

Information on JAL’s Special Handling for Tickets:

https://www.jal.co.jp/jp/en/info/2020/other/200228/

Please scroll to the bottom of this page for information on international ticket handling.

Alternatively, this information can also be found from the top page of the JAL Australia Website (www.au.jal.co.jp) and clicking on the red “Travel Alert” around half-way down the page.

As the situation is constantly evolving this website will be updated as required with the latest information. 

 

KOREAN AIR

Please refer to the below website view ticket change/refund guideline and entry restrictions by country. These restrictions may change at short notice.

  1. Application Period: From 06MAR20 to 30JUN20 (Base on Korea Departure)
  2. Please check COVID-19 Entry restrictions by countries and Ticket Guideline from Korean Air Homepage. https://www.koreanair.com
  3. Ticket Change/Refund Guideline for COVID-19 (as of 06MAR20) https://www.koreanair.com

Regarding KE flight suspension, please be advised that rule waiver is allowed as follows

  1. Period
    1. KE Cancelled Flights from 04 March to 31MAY20 (Ticket Issued on/before 04MAR20)
  2. Application
    1. Revenue KE international flight issued on KE Stock (180)
    2. Specified cases: Suspension of service. 
    3. Voluntary schedule change by customers is not applicable.
  3. Rules
    1. Waiver of Refund Penalty (involuntary refund is allowed at passenger's request)
    2. Rerouting/Endorsement FOC.
    3. Passengers confirmed on cancelled flights shall be rebooked (lowest booking class within the same cabin) and transported on alternative KE flights by priority.

Same Region

If unavoidable, involuntary rerouting, endorsement, or refund is allowed:

  1. Involuntary endorsement is allowed when OAL flight is available on the same KE sector.
  2. Date change is permitted FOC
  3. When OAL flight is neither operating nor available on the same sector;
    INVOLUNTARY REROUTING of the tickets is allowed using available OAL routes to transport passengers to their original destinations. i.e) SYD/ICN -> SYD(TG)/BKK(TG)/ICN
  4. In case of Involuntary rerouting, original fare calculation.
  5. Any penalty caused by the change/cancellation of the ticket shall be exempted

STPC is not applicable for rerouted/endorsed tickets

 

AIR MALTA 

Following the latest Government decision that all commercial travel to Malta is banned as from 23:59 UTC on Friday 20MAR20 and until further notice, all Air Malta flights will now be suspended and Air Malta passengers can choose one of the following three options, subject that they are holding KM 643 tickets booked on Air Malta operated flights.

Passengers holding Air Malta public fares, tour operator fares and who are booked to travel up till 31MAY20.

1. Full refund 
2. Rebooking by 31MAY20 free of charge and no fare difference to be paid (as INVOL) - Passengers to travel by 31DEC20.
3. Credit on reservation, valid up to 28OCT20, to rebook for travel up to 31MAR21 – only fare difference applies

 

KENYA AIRWAYS updated 20th March

Kenya Airways revision of Bangkok flight schedule & waiver of ticket penalties due to Coronavirus. 

For cancelled flights, this applies to booked and ticketed guests travelling to/from Bangkok between 11FEB20 to 28MAR20. 

Reissue must be completed by 29FEB20

Kenya Airways suspension of Flight service to/from/via Guangzhou & waiver of ticket penalties due to Coronavirus.

Passengers will be able to change or cancel their travel without incurring any charge. 

This applies to ticketed guests travelling to, from and via Guangzhou between 17th January and 31MAR20. Rebooking must be completed by 29FEB20.

For cancelled flights, this waiver below applies to booked and ticketed guests travelling to/from Bangkok between 11FEB20 to 28MAR20.  Reissue must be completed by 29FEB20. Due to the ongoing Coronavirus situation, Kenya Airways has revised its schedule and Operations into Bangkok effective 11FEB20 until 28MAR20.

Below are the changes: 

  • Nairobi – Bangkok nonstop flights will operate 5 times a week.
  • Departure Nairobi 0830 hrs. Arrival into Bangkok 2200hrs.
  • Departure Bangkok 0100 hrs. Arrival into Nairobi 0605 (no time change)

Passengers booked on the affected flights will be rebooked onto to the next operating BKK flight. To those passengers who are not willing to travel on the rebooked flights or new timings, Travel agents may then offer the following options:

Refunds

FOR WHOLLY UN-UTILIZED TICKETS:  

  • Full refund is allowed subject to booking being cancelled ahead Refund penalties are waived
  • Refund to be processed through original purchasing channel on or before 29FEB20 with supporting information.

FOR PARTIALLY UTILISED TICKETS:

  • For booking in the same RBD outbound/inbound, refund of the unused return portion calculated at the FARE PAID less 70%
  • Refund penalties are waived _ Refund to be processed through the original purchasing channel on or before.
  • 29th February 2020 with supporting information CORONA20.  Failure to state the waiver reason (CORONA20) will result in an ADM.

Changes

REBOOKING:

  • Date change is permitted in the same RBD and the same routing. Change Penalty waived for one time only.  No show penalty waived for changes for one time only. Pax may book 3 days either side of the original ticketed travel date.
  • Rerouting may be permitted and is subject to KQ approval.
  • The new travel dates must be booked, and tickets reissued by 29th February 2020
  • Should the guest wish to make further changes, then normal ticket rules will apply as this is considered as voluntary change.
  • All the above conditions must be met otherwise an ADM will be issued.

 

LATAM 

THE FOLLOWING POLICY APPLIES TO ALL TICKET RE-ISSUES MADE AFTER 10:30 AM, 19MAR20

For customers with tickets to travel from 03MAR20 until 31MAY20 to/from destinations with border restrictions (including Australia, Argentina, Bolivia, Chile, Colombia, Ecuador, Europe, Israel, New Zealand, Paraguay, Peru, South Africa, and Uruguay) and for customers impacted by flight cancellations or schedule changes, the following options are available.
 

Change of date and/or destination

Customers can change their flight dates to fly before 31DEC20, with the following conditions:

  • One change is allowed per booking, subject to cabin availability.
  • No charge for the fare difference provided it is the same origin/destination.
  • Bookings to be made in the lowest available class.

Cancelling a booking

Customers can cancel their flights and retain the value of the ticket as travel credit, with the following conditions:

  • The ticket can be used as a form of payment for a future purchase as long as travel begins by 31DEC20 or within 12 months of the issuance date (whichever date is earlier).

In case of No Show

No show’s are allowed on flights to/from the above destinations only until 31MAR20. In the case of a No Show, the ticket may be used as a form of payment for a future ticket purchase as long as travel begins before 31DEC20, or up to 12 months from the original issue date (whichever date is earlier).

From 01APR20, regular fare rules apply in the case of a No Show.

 

LUFTHANSA

With immediate effect, Lufthansa Group further extends the suspension of all flights to (mainland) China. 

Flights to Beijing and Shanghai suspended until 29FEB20.

Flights to Nanjing, Shenyang and Qingdao suspended until 28MAR20.

Flight operations to/from Hong Kong will continue as planned.    

Standard irregularity procedures for refund and rebooking apply.  

Lufthansa to the USA - Despite the new travel guidelines ordered by the US administration on passengers from the European Union, Switzerland and other countries, Lufthansa Group airlines will continue to offer flights to the USA from Germany, Austria, Switzerland and Belgium.

The special flight schedule valid from 14MAR20:

  • Austrian Airlines: from Vienna - Chicago.
  • Lufthansa: from Frankfurt - Chicago and Newark.
  • SWISS: from Zurich - Chicago and Newark.
  • Brussels Airlines: from Brussels - Washington.

With this adjusted flight schedule, the Lufthansa Group airlines are maintaining at least some air traffic connections to the USA from Europe. Via Chicago, Newark and Washington passengers will still be able to reach all destinations within the USA with joint-venture partner United Airlines. 

All other Austrian Airlines, Lufthansa, SWISS, Brussels Airlines and Eurowings flights to the USA will be suspended until further notice due to U.S administration restrictions, including all departures from Munich, Düsseldorf and Geneva.

If you are unable to travel due to the changed US entry restrictions, the Lufthansa group offer FOC rebooking and refund options.

This policy is subject to change without notice.

 

LOT POLISH AIRLINES

Flights to China have been temporarily suspended:

In reference to the World Health Organisation (WHO) statement regarding the spreading of the coronavirus, following consultation with Poland’s Ministry of Health and staff operating at the Chancellery of the Prime Minister, the Management Board of LOT Polish Airlines has decided to temporarily suspend flights to Beijing until 9FEB20. This decision has been dictated by particular concern for full safety of our Passengers and LOT Crew members. 

Policy waiver guidelines for the Coronavirus situation:

Hereby procedure includes both individual and group passengers and is valid for all markets.

Changes and refunds can be processed free of charge only for tickets issued on/before 27JAN20. Changes can be made only to operating LO flights.

Passengers travelling on/before 29FEB20 to/from China (PEK/PKX) may:

  • Process change of the reservation free of charge from operating and marketing LO flights to operating LO flights till 30JUN20 (journey must end till 30JUN20). Change is possible only if there is availability in specific compartment.
  • Apply for refund without any additional penalty
  • Penalties for cancellation of group passengers (passengers that are cancelled since 22JAN20) are waived.
    Dealing with Lot Polish Airlines tickets (080) issued on/before 04FEB20 on LO WAW-PEK cancelled flights:
    LO89-90 01FEB20-29FEB20 (WAW-PKX-WAW)
    LO91-92 01FEB20-21FEB20 (WAW-PEK-WAW)
  1. Involuntary refund
    1. Before departure (fully unused ticket) - full involuntary refund.
    2. After departure (partially used ticket) – involuntary refund for unused flight coupons only.
  2. Involuntary rebooking (no change of routing)
    1. Permitted involuntary rebooking on WAW-PEK/PKX-WAW existing direct flights for later dates From 01MAR20 to 30JUN20 according to fare conditions related with maximum stay.
    2. Change to any codeshare flight is not permitted.

 

XIAMEN AIRLINES

Effective 24JAN20 - Xiamen airlines (731) validated tickets issued before 28JAN20 (exclusive), with travel date after 28JAN20 (inclusive), involving MF operated flights or MF coded, other carriers operated flights.

Exemption policy

Tickets that match the eligibility here can be issued full refund by the original ticket purchase channel within the ticket validity if the application for seat reservation cancellation and ticket refund is made before flight departure.

Effective 04FEB20

Due to public security reason, we sincerely apologise that Xiamen Airlines will temporarily suspend its Melbourne-Xiamen (MF804/3) flight, Melbourne-Hangzhou-Xiamen (MF814/3) flight and Sydney-Fuzhou flight (MF808/7) from now to 29 Mar 2020.

Xiamen Airlines will retain its Sydney - Xiamen (MF802/1) flight on every Thursday and Sunday from 06FEB20 - 29MAR20.

Due to recent Coronavirus issue, please refer to the following procedures regarding cancellation, change of date and rerouting for passengers travelling with MF to/from Australia. 

Applicable tickets: all Xiamen Airlines (731) tickets to/from Australia that included Xiamen Airlines operating flights only. Tickets must be issued before 28JAN20 and Travel date must be between 28JAN20 and 25APR20.  

Cancellation and Refund

Cancellation fee will be waived for travel before 25APR20. Please note: Cancellation fee will not be waived if passenger No-Show. 

Change of Date

For tickets only involve with XMN-SYD.vv segments. For any tickets travelling between 02FEB20 and 25APR20, Xiamen Airlines will waive change fee and fare difference for date change ONCE, new flights should be the next available flight on the same routing which is operated by Xiamen Airlines. 

Rerouting

For tickets involved with FOC-SYD, XMN-MEL, HGH-MEL. vv segments. 

For any tickets travelling between 02FEB20 and 29MAR20, rerouting is allowed for free once.  

 

MALAYSIA AIRLINES updated 20th March

Due to the rapid spread of COVID-19, Malaysia Airlines wishes to provide “Unlimited Flexibility” ticket change policy to our passengers for any new or existing bookings by offering the following flexibility
option globally across ALL POS:

  • Unlimited Date Change (Waiver of Date change Fee)
  • Flexibility of destination Change (Re-routing however fare/tax difference applies).
  • Flexibility in Go Show for earlier flights on the same day of departure (same sector) for travel period 13MAR20 – 31MAY20.

Effective immediately passengers holding Malaysia Airlines (232) tickets that involve confirmed travel from / to any MH online point with or without connections, will have the option to take advantage of the following waivers. The following Travel and Ticket criteria as below must apply for Unlimited Date

Change waiver & flexibility of destination change:

  • Applies to 232 tickets issued on and before 31MAR20.
  • Any rebooked travel must be made on/before 31MAY20.
  • Any rebooked travel date must be completed by 31DEC20.
  • Applies to tickets issued with confirmed reservation on MH 232 stock.

Re-booking Options

  • Unlimited free changes will be permitted within the original ticket validity. However, revised travel date must be rebooked and completed as per criteria listed above and subject to flight availability of original O&D. 
  • First change of deferred/new travel date, change fee will be waived if rebooked in same/original booking class and destination, and fare/tax difference will be waived. If rebooked in different booking class or destinations then fare/tax difference applies.
  • Subsequent changes in travel date, fare must be reassessed regardless if booking class remains unchanged. If the new fare is higher, the fare difference must be collected and if the fare difference is lower, the fare difference will not be refunded.
  • Flexibility to change/reroute to alternative O&D waiving change and service fee – new routing must be on MH operated services only. If the new routing results in a higher fare this
    will necessitate the difference in fare/tax to be collected.
  • No charge for first NOSHOW, fees will be waived. Subsequent NOSHOWS, fees will apply.
  • No charge for GOSHOW. Go Show allowed for earlier flights on the same day of departure (same sector). This option will be permitted in all RBDs for departure effective 13MAR20 to 21MAY20.

For further information please refer to the following link:

https://www.malaysiaairlines.com/au/en/advisory/coronavirus-entry-restrictions.html

 

CHINA EASTERN

Advisory – Updated refund/reissue policy for all MU/FM operated flights on MU (781) ticket stock

Eligible tickets: Tickets must be issued before 28JAN2020 and for passengers travelling on or after 01JAN20 

Refund

Free of Charge within the ticket validity and meet the following criteria.  

Cancel PNR before the flight departure or request refund before the flight departure. 

Reissue

Eligible Tickets:  

(1) Passengers holding International tickets and travelling between 24JAN20 and 30JUN20 

(2) Meet the above listed criteria (1) and involve MU/FM international or regional flight 

cancellation or passengers are unable to travel due to other countries’ border forces restrictions 

Reissue: Free of Charge for first time involuntary reissue (date change or rerouting) to MU/FM operated flights  

Reissue and refund policy for students

Eligible passengers: Currently enrolled students  

Eligible tickets: 781 tickets (including mileage award tickets) purchased on/before 10FEB20 with travel between/on 11FEB20 and 31Mar20.  

Passengers can choose to reschedule or refund during the ticket validity period. 

Reissue

Passengers who cancel their reservation or apply for rescheduling before the flights takes off: Tickets are allowed to be free reissued once to the same cabin of service operated by MU/FM 

Flights before/on 31MAR20 

Refund

Passengers can apply for an involuntary refund through the original ticket purchasing channel before the flights take off.

 

AIR VANUATU

Air Vanuatu ticketed (218) customers, holding tickets issued prior to 31JAN20, who are denied boarding due to being identified as potential carriers of Novel Coronavirus may, without penalty provided the changes are made prior to original travel dates :  

  • Change Air Vanuatu International and/or Domestic travel dates 
  • If same booking class is not available, the next lowest available booking class may be booked without penalty
  • Change fee waived
  • Cancel without Penalty Fee 
  • Refunds not permitted (unless the fare paid conditions allow) and the value of cancelled bookings can be held as CREDIT up to 12 months from the date of the original ticket issue.
  • Other rules and conditions remain unchanged
  • NO SHOW passengers are not eligible for this waiver

Note: As outlined in our conditions of carriage, Air Vanuatu will not be liable for any costs such as accommodation or other forms of transportation. 

New Bookings

To provide customers same level of flexibility and assurance for their next travel with Air Vanuatu, customers who make a new domestic or international booking and later decide they no longer wish to travel, can cancel their flight and retain the value of the booking as Air Vanuatu travel credit. This does not apply to customer of our codeshare partners. 

  • Change fee plus fare difference must be collected at the time of rebooking.
  • This applies to new bookings made from 15MAR20 - 30JUN20.

Reservations can be viewed on “Manage Booking” on www.airvanuatu.com

For the most up to date information regarding Air Vanuatu's policy please refer to the link: 

https://www.airvanuatu.com/travel-info/travel-alerts/novel-coronavirus-covid-19-public-advisory-7

 

AIR NEW ZEALAND

Air New Zealand advises of the following amendments to its network as a result of the impact of COVID-19 on customer demand.

The full COVID-19 (Coronavirus) flexibility policy can be found on www.airnewzealand.com.au/travel-alerts 

 

SAMOA AIRWAYS updated 20th March

Flight Reschedule, Cancellations and Changes Due Corona Virus Travel Restrictions.

To assist passengers travelling on any Samoa Airways flights that have been withdrawn or rescheduled due to the recent Government flight schedule restrictions or have had to postpone travel plans due to the new state travel restrictions and boarder closures in relation to the coronavirus, please find the below options that are available to passengers holding a valid ticket issued up till the 31MAR20 for travel between now and the 30APR20 on any Samoa Airways operated flight service.

Options
1. Existing passengers may change their bookings to the next available flight without any fees or fare differential up until 11APR20.
2. Date change waivers will be permitted for new travel dates up till 30JUN20.
3. All changes and rebooking must be done 48hrs in advance of original dates booked
4. Or an option to transfer the full ticket value to a credit voucher to be held for further travel on Samoa Airways services valid for 12 months from the
purchase date of the original ticket. No cancellation or transfer fees will be charged, however any fare difference will apply when rebooking if the
original fare is not available on your new dates of travel
5. Refunds to form of payment will be as per fare conditions on original tickets purchased

Conditions

  • All changes must be made 48hrs prior to the original ticketed departure.
  • If same booking class is not available than next available booking class can be booked within the same cabin for travel up till 30JUN20.
  • Samoa Airways will not be liable for any other separately ticketed or booked connecting flight services and any other related costs such as hotel, tour or other ground transportation.
  • All other rules and conditions of the ticket remain unchanged.
  • No show passengers are not eligible for the change waivers or credits.
  • Reminder that the above options and waivers only applies to passengers that have been ticketed on Samoa Airways between now and the 31MAR20 and have had to change or cancel their travel due to government imposed travel restrictions and boarder closures in relation to

All travellers out of Samoa

  1. It is strongly recommended that all persons intending to travel to China and any country affected by the 2019 Novel Coronavirus postpone their travel arrangements unless necessary.
  2. Be aware of the signs and symptoms of 2019 Novel Coronavirus which include: fever, cough, shortness of breath and breathing difficulties
  3. Preventive measures should be adhered to at all times in the event that travel cannot be postponed.

 

MIAT MONGOLIAN AIRLINES

As per Government of Mongolia's instruction, in order to control the spread of the novel coronavirus, MIAT Mongolian Airlines has decided to take the following steps:

1. MIAT Mongolian Airlines to temporarily cancel all its flights to Ulaanbaartar - Beijing - Ulaanbaatar and Ulaanbaartar - Hong Kong - Ulaanbaatar routes from 03FEB20 - 28MAR20 both days inclusive.

2. MIAT Mongolian Airlines to temporarily cancel all its flights to Ulaanbaartar - Incheon - Ulaanbaatar and Ulaanbaartar - Busan - Ulaanbaatar routes from 25FEB20 - 28MAR20 both days inclusive.

3. MIAT Mongolian Airlines to temporarily cancel all its flights to Ulaanbaartar - Tokyo - Ulaanbaatar routes from 28FEB20 - 28MAR20 both days inclusive.

4. MIAT Mongolian Airlines to temporarily cancel all its flights to Ulaanbaartar - Berlin  - Ulaanbaatar and Ulaanbaartar - Moscow - Ulaanbaatar routes from 11MAR20 - 28MAR20 both days inclusive.

Cancellation and Refund

  • Waiver on cancellation and refund charge.
  • For all OM purchased ticket to be refunded between 21FEB20 and 30MAR20.

Rebooking/Reissuing 

  • New travel dates must be on/before 31DEC20. There will be no charge for rebooking/reissue.
  • For all MIAT operating flights, ticket expiry date will be extended 31DEC20 and the passenger is entitled too change flight date within 31DEC20 at no additional reissuing charge, for avoidance of double, the passenger shall pay fare difference.
  • In case of passenger ticket for MIAT marketing codeshare flight or ticket with MIAT Interline fare, passenger must pay for the fare difference if the same class is not available.
  • In case of rerouting passenger must pay for the fare and tax difference; reissue fee is waived.  

 

ASIANA AIRLINES

Applicable Routes: Australia to All Destinations

Applicable Dates:

  1. Departure Date: Effective immediately – 30APR20
  2. Ticketing Date: On or Before 02MAR20

Details:

  1. Re-issue Penalty Waiver
    • Permitted on first re-issue only
    • Difference in fare and tax to be collected
  2. New outbound departure date must be on or before 31OCT20
  3. Ticket must be reissued within the ticket validity

Please be advised of the updated ticket change guideline below in response to the current Coronavirus outbreak.

NOTE:

Please note that the information above to subject to change without notice

Please review the details above, alongside OZ fare rules and changes

 

PHILIPPINE AIRLINESupdated 19th March

Effective immediately, please be advised of the following handling guidelines that will supersede all previously release advisories amid COVID-19 concerns.

These shall apply to all international and domestic routes on PR and 2P operational flights including codeshare and interline whether totally unused or partially used tickets.

For Involuntary changes

Applicable for tickets with cancelled flights due to COVID-19 and/or passengers covered by a travel ban. (e.g community quarantine, deinal from thermal screening, mandatory quarantie/self isolation, etc).

Applicable also to all sectors in the ticket provided that all sectors are in PR079 plate.

Guidelines:

1. Waive change fee once.

2. If undecided on date, ticket can be held in credit. 

For voluntary changes

Applicable for tickets issued on/before 31MAR20 (not covered by cancellation or covered by a travel ban). Applicable only for tickets on PAL 079 plate. Not applicable for previously waived change fees due to either fare rules, special handling guidelines or ad hoc requests.

Guidelines:

For tickets with travel dates until 30APR20, changes must be made at least 24 hours before departure. For tickets with travel dates 01MAY20 onwards, changes must be made at least 7 days before departure.

1. Waive change fee once, fare/tax difference must be collected if any.

2. Applicable penalties per fare brand shall apply if the above conditions are not met. 

Fare brands included are:

Economy supersaver/ Economy saver/ Economy value/ Business value* for Auckland and middle east. 

Currently the following fare brands allow rebooking:

Economy flex/ Premium Economy/ Business Value* (excluding AKL and ME) - 1st rebooking free. Business flex - No penalty for rebooking/rerouting/upgrading/reissuance. 

3. For refunds, passenger must pay for any cancellation fees if the fare states the ticket is refundable.

 

QANTAS

For the most up to date information regarding Qanta’s policy please refer to the link https://www.qantas.com/au/en/travel-info/travel-updates/coronavirus/coronavirus-cases.html

 

QATAR AIRWAYS updated 20th March

Qatar Airways recognizes that some passengers may wish to alter their existing travel plans in light of COVID-19. We have altered our commercial policy accordingly in order to provide maximum flexibility and peace of mind to our customers. Passengers travelling with Qatar Airways up to 30JUN20 can now change their travel plans free of charge by altering their booking dates.
Applicability:

  • Covers all new and existing bookings on QR, codeshare and interline flights booked on QR published fares and private fares on (157) stock/plate only.
  • New bookings made and ticketed up to 27SEP20.
  • Change penalty is waived.
  • Changes must be made at least (3) days prior to departure.
  • New travel date must be within fare and ticket validity and all fare basis conditions of the existing tickets apply.
  • Refund/cancellation fee is not waived.
  • Ticket can be held in credit valid for 12 months from the original date of issue for future travel. All applicable fares differences and taxes will apply. Change fee applies on this scenario.
  • This policy does not apply to Group bookings.

For the most up to date information regarding Qatar’s policy please refer to the link https://www.qatarairways.com/en/travel-alerts/COVID-19-update.html

 

ROYAL JORDANIAN

Due to the Coronavirus impact, below regulations and conditions to be applied; 

  • In case of flight Cancellation:
    • Full refund approved with all taxes ( O7 ,E3 , XL and YL to be refunded)
    • A first reservation change is free of charge and waive the difference in fare if applied.
  • All Network and the restricted nationalities due to new entry rules:
    • First reservation change is free of charge, difference in fare to be collected.

All the above shall be restricted as follows:    

  • Sales Validity: Ticket issued On/Before 31MAR20
  • Travel validity : Starting On/Before 31MAR20
  • Passengers have the option to freeze their tickets up for one year (from day of issuance) if travelling On/Before 31MAR20

To Assist the passengers with more flexible solutions, RJ will offer the below in case of refund requests effective today till end of MAR20:  

RJ offers the option to reissue the unused value of the ticket to an  EMD (Electronic Miscellaneous Document).Whereas, passengers will be able to benefit from EMDs as follows: 

  • EMD validity will be more than the purchased ticket validity as it will start from the new reissuance date and not the original ticket issuance date (extended validity).
  • The EMD will also grant passengers the option of rerouting, as they can utilise the value of the EMD for any other route.
  • EMD is valid for one year from the date of issuance and is non refundable yet reusable for any other route.

 

SOUTH AFRICAN AIRWAYSupdated 20th March

Given the uncertainty surrounding the coronavirus pandemic, South African Airways (SAA) is offering customers one free change in reservations on selected international routes to be used for travel on or before 28FEB21.

SAA waiver policy now applies to any tickets issued on/before 13MAR20 - 30APR20, on SAA. Any new bookings for travel planned between 13MAR20 - 30APR20, our customers can enjoy more flexibilty, choice and value with the ability to change travel dates without change and reissue fees.

Below is a summary of terms and conditions related to SAA's rebooking policy on selected international routes.

  • The travel itinerary must include travel between 1. Johannesburg - Perth v.v. 2.Johannesburg - New York v.v. 3. Johannesburg - Washington v.v. 4. Johannesburg - London v.v.
  • Must rebook and reissue by 30APR20.
  • Compelte travel by 28FEB21.
  • One free change and ticket reissue only permitted.
  • Rebook with the same booking class with no additional collection and change fees will be waived.
  • If same booking class is not available customer needs to pay the fare and tax difference, but change fees waived.
  • Applicable to all fare types.
  • Change of cabin is not permitted.
  • Change of routing will not be permitted.
  • No refunds are permitted as part of this offer.
  • Previous "no-show" passengers are not eligible for this waiver.
  • Change of classes and routes are not permitted, without the normal penalties and associated change fees.
  • The changes are applicable to SAA flights only issued on SA 083 ticket stock.
  • This advisory is applicable to SAA flights only and does not apply to Mango, SA Express and Airlink issued on SA 083 ticket stock and not on separate tickets on other airlines. The travel adviosry will apply when Mango, SA Express and Airlink forms part of the itinerary issued on SA083 ticket stock.
  • SAA reserves the right to withdraw or revise the conditions without prior notice.

 

SINGAPORE AIRLINES

Singapore Airlines is closely monitoring the development of the coronavirus situation.

Please be advised that Singapore Airlines are currently not providing a full refund and are offering credit for future travel. 

For the most updated policy please refer to the Singapore Airlines website by copying and pasting the following link into your browser 

https://www.singaporeair.com/en_UK/us/media-centre/news-alert/?id=is5rire4

 

AEROFLOT

Suspension of SU flights to some European destinations ( Italy, Spain, France,Germany)

Please pay attention regarding suspension of SU flights to some European destinations (Italy, Spain, France, Germany).

In accordance with the Government's decision, PJSC “Aeroflot” is suspending flights to a number of European destinations.
From 13MAR20 until the end of APR20, Aeroflot will operate flights:

  • to/from Italy only on the MOW-ROM-MOW route;
  • to/from Spain only on routes MOW-MAD-MOW, MOW-BCN-MOW (MOW-TFS-MOW operates until 20MAR20);
  • to/from France only on routes MOW-PAR-MOW;
  • to/from Germany only on routes MOW-BER-MOW, MOW-MUC-MOW, MOW-FRA-MOW.

For SU/555 tickets with canceled flights, it is allowed:

  • refund according to the involuntary scheme at the place of their purchase
  • a one-time involuntary re-issue to flights under the SU code for any other dates not later than 31DEC20, while maintaining the original departure/destination points
  • a one-time involuntary re-issue to flights under the SU code, scheduled to operate not later than 31DEC20, to/from the nearest points in relation to the points where the canceled Aeroflot flights were scheduled to operate.


Also allowed, a one-time re-issue to other flights/destinations (including interline partner flights or with sections of the Railways of Germany, Spain, and Italy under the agreement with AccesRail - 9B)
on any dates according to the rules of the applicable fares, but with no penalties charged for changes.
For flights MOW-TFS SU2548 in the period from 13MAR20 - 20MAR20, only passengers returning to the point of origin of carriage will be accepted for transportation.
For group bookings with segments on cancelled flights, for which tickets have not been issued, it is allowed to make a refund of deposits.
In accordance with the Government's decision, Aeroflot PJSC suspends flights ( its own and marketing flights) to a number of European destinations, including flights on routes

  • to/from Spain LED-BCN - LED
  • to/from France LED-PAR- LED
  • to/from Germany LED -BER- LED, LED -MUC- LED, KZN-FRA-KZN telegram (MOWZDSU 111754/MAR20) applies to SU/555 flights with canceled flights on the above routes.

 

THAI AIRWAYS

Thai Airways International wishes to advise the following ticket handling procedures for THAI online passengers TG documents (217) as follows:

For the most updated policy please refer to the Thai Airways website by copying and pasting the following link into your browser 

https://www.thaiairways.com/en/news/news_announcement/news_detail/ticketing-procedures_covid19.page 

 

AIR PORTUGAL

Due to the evolution of the situation regarding COVID-19, for all TAP 047 tickets issued until 07MAR20 - valid for all TAP destinations- TAP has put in place the following procedures:

 

Procedures will not be applied on all tickets with travel date starting after 31MAR20.

 

Italy

Passengers who live in areas officially under quarantine, namely as de Codogno, Castiglione d’ Adda, Casalpusterlengo, Fombio, Maleo, Somaglia, Bertonico, Terranova dei Passerini, Castelgerundo, San Fiorano ( Lombardia) e Vo’ Euganeo ( Veneto):

  • Must provide proof of their residency

Since 03MAR20, Angola has banned all foreigners from countries with indigenous cases of the new coronavirus, namely China, South Korea, Iran, Italy, Nigeria, Egypt and Algeria.

TAP asks all travel agents with customers travelling on TAP flights, to warn them not to embark at their airports of origin, since in Lisbon they will not be accepted on flights to Luanda!

Israel

Non-Israeli passengers from Germany, France, Spain, Austria and Switzerland will be denied entry to Israel. Israelis travelling from these countries will be allowed to enter their country, provided they stay in home quarantine for 14 days!

This measure will take effect on the 6MAR20 (Friday). This condition already applies to travellers from China, Thailand, Hong Kong, Singapore, Macau, Japan, South Korea and Italy.

United States of America

The US Government has announced entry restrictions to passengers who have travelled to China (excluding Hong Kong and Macau) in the last 14 days prior to arriving to the United States.
American citizens or citizens with a permanent resident card: The Government has declared quarantine for all those who have been to the province of Wuhan or Hubei in the two weeks prior to the intended arrival to the United States. Citizens who have been to other Chinese provinces will be screened, monitored and instructed on how to proceed with self-quarantine.

Foreigners: Entry will not be permitted to those who have been to China in the 14 days prior to the intended arrival to the United States for two weeks.
All journeys originating in China will be directed to 10 airports in the United States: New York-JFK, Chicago O’Hare, San Francisco, Seattle, Atlanta, Honolulu, Los Angeles, Washington, Dallas and Detroit. The CDC (Centres for Disease Control and Prevention) also have now triage zones and quarantine stations in various American airports.
The US Government has also decided to handle all foreign citizens that may have passed through China, as citizens who have effectively been in China and, for this reason, the entry restriction to the USA is also applied to these passengers.
The US Department of Transportation has confirmed that airlines can deny boarding to passengers who have been to China in the last days, if they have  high fevers and shortness of breath. If passengers are showing the mentioned symptoms, but have not been to China, they will need to present a medical certificate confirming that their condition is not contagious.

 

UNITED AIRLINES

Our schedules remain fluid and as a result, we have waived change fees for any customer scheduled to travel though 30APR20, regardless of when they purchased their ticket or where they are traveling. As our international schedules evolve due to government mandates and restrictions, we are working to assist impacted customers in a way that is flexible and fair. 

  • For customers whose international travel is disrupted by more than 6 hrs because of schedule changes resulting from government restrictions, they will retain a travel credit equal to the value of their ticket. 
  • That credit can be used towards any flight, to any destination, for 12 months from the time of purchase. If the customer chooses not to use the credit, they may request a refund at the end of that 12 month period. 

 

VIRGIN AUSTRALIA

For the most updated policy please refer to the Virgin Australia website by copying and pasting the following link into your browser: 

https://www.virginaustralia.com/au/en/bookings/agents-corporate-bookings/agency-hub/#commercial-policies

 

VIETNAM AIRLINES

Due to Coronavirus and a decrease of passenger flow on certain routes, we are taking the decision to cancel several flights in March and April.  

For the most updated policy please refer to the Vietnam Airlines  website by copying and pasting the following link into your browser 

https://www.vietnamairlines.com/jp/en/news-travel-alerts/travel-alert/0124-VI-Thong-tin-ve-dich-viem-phoi-virus-corona-lien-quan-den-cac-chuyen-bay-cua-VNA-va-JPA

  

VIRGIN ATLANTIC 

We continue to monitor the Coronavirus situation very carefully and following the World Health 

Organisation (WHO) declaration of a public health emergency of international concern, Virgin Atlantic suspended Heathrow-Shanghai operations as of the 01FEB20

Future flights on this route have been cancelled up to 29MAR20. The next available Virgin Atlantic flight (VS250) will depart London Heathrow on Sunday 29MAR20 Returning as VS251 from Shanghai on Monday 30MAR20.

These dates are subject to change following further review whilst we continue to monitor the situation.

We continue to offer customers travelling to, from or through the below destinations between 22JAN20 and 30APR20 options to rebook to a later date or re-route via another gateway if travelling onward.

Date: 22JAN20 – 30APR20

Affected destination: VS/VS* flights to/from/through China and Hong Kong

Permitted travel period: Travel can be rebooked until 31MAY20.

Valid for customers with VS and VS* tickets issued by 27JAN20.

Rebooking Policy:

Rebook for travel up to 31MAY20   

  • Where the itinerary includes onward connection on other airlines, rebook travel in the same booking class, or, if original booking class isn’t available on connection, re-book in the lowest available class in the same cabin.  No change fee will be charged however additional fare difference applies.
  • Where a change to outbound date occurs, return date may be changed to protect the original length of the trip.  The return travel must be booked in the original class of service.

Tickets must be re-issued and rebooked on/before revised travel date.

Reroute for travel up to 31MAY20

  • Customers travelling on a direct VS/VS* service may re-route to the same destination via a VS/VS* connection, subject to seats being available in the same cabin, and departure dates being within the permitted rebooking period.
  • Customers travelling via a VS/VS* connection may rebook onto a direct VS/VS* service to that same destination, subject to availability in the same cabin within the permitted rebooking period.
  • Customers wishing to travel to/from an alternative destination on a VS/VS* service will be subject to a fare difference but should not be charged any change fee provided new travel dates are within the permitted travel period.
  • Rebook travel in the same booking class, or if original booking class isn’t available, re-book in the lowest available class in the same cabin no additional collection or change fee will be charged.

Refund policy:

  1. A refund of unused flights, if travel has not commenced
  2. A refund of unused flights, if travel has commenced

https://www.vsflyinghub.com/en/knowledge-bank/global-policies/refund-policy

 

OMAN AIR

In light of current situation, Oman Air has reviewed the waiver policy offering more flexibility for our concerned travellers in terms of rebooking and booking with confidence. Please go through the policy for details below:

As per directive from Public Authority for Civil Aviation in Oman, the following policy will apply to all guests who are booked to travel to and from countries which are affected by Coronavirus.

This policy applies where bookings have been made and tickets issued on WY 910 stock. 


Date changes

Valid for ALL Tickets issued until 31MAY20 & Travel until 31OTC20

  • Two free date changes are allowed within the validity of the ticket. Bookings should be made in the same RBD as originally booked.
  • The above guidelines should be applied to all sectors (online, codeshare, domestic) of an itinerary regardless of operating carrier.

Ticket Validity

Valid for ALL Tickets issued until 9MAR20 & Travel until 31OCT20

  • Ticket validity (validity from date of ticket issue) can be extended by six months at no additional cost.

Refund

Valid for ALL Tickets issued until 9MAR20 & Travel until 31MAR20

Refunds are only permitted as per ticketed fare conditions.
Refund penalty may be waived in the following cases only: 

  • Ticket routing to/from IKA, CAN. Ticket routing to/from MXP, request waiver through our office until 31MAR20 for cancelled flights. After that normal cancellation penalty applies as long as WY flights are operational.

Reroute

Valid for ALL Tickets issued until 9MAR20 & Travel until 31OCT20

  • One free reroute to any Oman Air destination is permitted (including destinations served by an Oman Air codeshare service operated by another carrier). Any difference in fare/tax will be collected.

This waiver policy may update based on further developments by the airline and the border security of countries Oman Air operates. Other requests for changes or refunds beyond this policy will be as per applicable fare rule. Please note Oman Air fare rules in terms of changes and refund remain one of the most reasonable. 

 

SRI LANKA AIRLINES

  • SriLankan Airlines updated its waiver policy to allow its passengers the choice to change travel dates and reissue their ticket without penalty. 
  • SriLankan Airlines will waive change and reissue fees on all tickets issued on or before 31MAR20. This policy shall be valid till 31DEC20 for tickets that require any changes.
  • Passengers can postpone or advance their new dates of travel to any available date in the future to commence travel within 363 days of original date of ticket issuance. Irrespective of the routing and place of issue, the Airline shall permit one change (flight/date/routing) to ensure utmost convenience in view of various flight disruptions and regulations imposed around the world. If there is a difference in the airfare or applicable taxes, due to the reissue/reroute of the ticket, the additional amount will have to be borne by the passenger.
  • Promotional restricted tickets (P9) are eligible for change upon payment for the relevant fare difference. 
  • To refrain from being a no-show, the Airline requests all passengers to cancel the non-utilizing reservations as early as possible.
  • The refund process and calculation shall remain unchanged as per regular fare conditions. 

 

AIRCALIN

Effective immediately, Aircalin has been advised that entering in New Caledonia by people who are not French or New Caledonia natives is forbidden, except in the following cases:

  • For citizen of the Schengen area;
  • For foreigners who already have a resident permit.

Boarding for all other cases / nationalities must be denied on all Aircalin flights.

Aircalin is offering their customers the following:

  • Postponements of dates and/or changes of destination will be free of change fees for a rescheduled departure before 30JUN20, fare/tax differences may be collected if any.
  • For passengers with bookings for travel before 30JUN20 who wish to cancel their booking, Aircalin will waive cancellation fees and give a non-refundable voucher (to the value of your current booking) valid for 1 year for purchase of a new Aircalin ticket.
  • For any other cancellation, the normal cancellation conditions apply as per the fare rules.

 

ANA AIRLINES updated 20th March

1. Due to Novel Coronavirus.

Eligibility

Itinerary that includes International/Domestic ANA flights from/to Japan or within Japan on unused sectors

Ticketing Date: On/before 19MAR20
Boarding Date: From 26FEB20 - 30APR20
Validation: NH 205 tickets stock      

Change of tickets 
One free change is permitted under following conditions:

  • Rebooking Period: All new travel must be completed by 30JUN20.
  • Change of Origin and Destination/Routing/Carrier/Booking class is not permitted.

Refund of tickets
Refund is available for unused coupons without charge.
 

 

 

Please also follow the travel advice of our Government and other useful links:

Smart Traveller site: https://www.smartraveller.gov.au/

DFAT Smart Traveller site: https://www.dfat.gov.au/

Centre for Disease in the United States site: https://www.cdc.gov/

World Health Organisation site: https://www.who.int/news-room/q-a-detail/q-a-coronaviruses