In case we have no option but to cancel or modify a flight with more than 3 hours we will send a notification to the email address provided in the contact details section of the booking. This message contains the assistance options we offer and links to the self-service page where you can select the most suitable option for you.
Free re-accommodation on the same route in a timeframe of -14/+30 days.
If you access the service link, you will be redirected to the self-service page where you need to click on the Choose another flight button, select the flight/s you want to re-accommodate and select the Modify option. After selecting the new travel dates and flights, based on availability, you must go through the standard booking steps until the confirmation of the new itinerary. The special services purchased on the initial reservation are automatically transferred on the new travel dates. For the special services with limited availability (e.g., unaccompanied minor, pet) we might not be able to transfer the service due to no availability on the new flight. This situation might occur also in case of preferential seats that are already booked by another passenger on the new travel date. In this case you can select a similar seat (from the same category as the one included on the initial flight).
Re-accommodation is done free of charge. Only if, going through the booking steps to finalize the change, you select additional services or seats that were not included on the initial ticket, the fee for these services will be displayed.
If, after the re-accommodation you notice certain missing services, please contact us through our contact form and we will assist you as soon as possible.
Refund to wallet
The refund to wallet procedure is extremely quick and simple. All you have to do is access the corresponding link, click the Cancel your trip -> Refund to wallet option and select the segment/s you want to refund. After you log in/ create your account and confirm your choice, the amount will instantly be available in your account.
The refund to wallet option can also be accessed from the re-accommodation page. In the Flights section, next to the Modify button you also have a Refund to wallet button, which implies the same procedure.
Refund on the same payment method
As for the first assistance options, you must access the self-service page through the link available in the notification email. After selecting the Cancel your trip option you will find the refund form located under the Refund to wallet button. In this case please be advised that only the refund request is processed automatically, the actual transfer being done manually. The refunds are done in chronological order from the oldest to the most recent, and the processing time might be significant due to high volume of requests received during the pandemic.
How does the assistance page work?
Regardless of the assistance measure, please be advised you can use the self-service page once for each booking. If you have a roundtrip booking with both flights affected, if you change/refund only one flight you will not be able to self service the second flight later. In this case you will need to contact us for assistance.
If you have a roundtrip ticket and only one flight is affected, you can request assistance for both segments, but you will need to make the changes in the same session. If you find an alternative for the cancelled flight and you want to use the remaining active flight, you can do so as the segments are separate even for round trip bookings. All you have to do is make sure you don`t select the active segment for refund also.
If you are not sure about what assistance option to choose don`t worry the self-service page can be accessed up to 4 hours before the flight (or the original flight time for the cancelled flights).
In case you are unable to self-service your booking online you can contact us through our contact form or through our Call Center and we will help you as soon as possible.
Assistance directly on our website or mobile app
In case you cannot access the assistance page through the link in the notification email, you can service your booking our website. You can access the reservation in the Manage ->Find my booking section, using the booking code and last name or email address, and go to the Flights section where you can reschedule your flight or request a refund to wallet.
We recommend you install the mobile app for ticket/service purchase as well as for booking management. The app has a new user-friendly design and is extremely easy to use.
Additional option for schedule changes.
In case of schedule changes over 3 hours, along with the standard assistance options, on the self-service page you have the schedule acceptance option, that can be accessed by clicking the Accept proposed flight button. If the new flight schedule change is convenient for you, we recommend you confirm using this schedule acceptance function. When confirming the new schedule, your option is recorded on the booking, and you will no longer receive the automatic reminder messages we send to ensure all passengers are notified.