As you will be aware, Covid-19 has had a significant impact on many organizations and, sadly, people. We are sorry if it also affected your travel plans with us.
To ease guests’ peace of mind, we now offer multiple self-serve options as follows.
All customers with bookings made on or before 15 March 2020 travelling on flights scheduled to depart between 23 January and 31 July 2020 but which were cancelled, we now offer two options to claim a refund.
For guests choosing Option 1, please note that it will take up to 14 weeks. In view of the volume of requests to process, we will be doing so in batches. We ask for your understanding and patience whilst we get to your file. Also, if you have previously received a refund in travel vouchers for this booking, the voucher will be voided.
For guests choosing Option 2,
If you have eligible booking, you will receive an email soon with detailed instructions on selecting these options.
Guests who booked their flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance.
We thank you for your patience and understanding throughout this unprecedented challenge. We look forward to welcoming you back, once things return to a more normal state. In the meantime, please stay safe and healthy.
Updated on 16 May 2020, 14.10pm