COVID-19 (coronavirus) - FAQs

If you have a question relating to Coronavirus the following answers may be helpful

• Why does it take a long time to reply to emails?

  We have been overwhelmed with an unprecedented number of emails requesting amendments and refunds. The team has worked continuously to contact all affected customers but time has been against us and we have failed to reach many customers within a reasonable timeframe. For this we sincerely apologise.

• Why are your phone lines off?

  Initially we closed our phone lines to concentrate on the repatriation of thousands of customers stuck overseas. During this time our inboxes grew, so as a result, the phone lines have remained closed so our team can dedicate as much time as possible to respond to your amendment and refund requests.

• When will I get a refund for my flights?

  As a booking agent for the airlines, your money is sent to the airline after you book. When you request a refund we then need to await the return of monies from the airline before the funds can be returned to you. Normally refunds take around 45 days, however under the current circumstances the process is taking much longer due to the exceptional demand.

• How long does the refund process take?

  As a booking agent for the airlines, your money is sent to the airline after you book. When you request a refund we then need to await the return of monies from the airline before the funds can be returned to you. Normally refunds take around 45 days, however under the current circumstances the process is taking much longer due to the exceptional demand.

• I have received a credit note for my flight only booking, can I still request a refund?

  As long as the airline you have booked with is offering refunds within their policy then yes you can. You can find all the airline policies here. If you would like a refund instead of a credit note please fill out this cancellation form.

• How do I contact you to amend my booking?

  If you would like to cancel your booking please fill in this form.

• How do I contact you to cancel my booking?

  If you would like to cancel your booking please fill in this form.

• Are Netflights covered by ABTA?

  Yes we are. Our ABTA number is C8257

• Is Netflights financially safe and who owns them?

  Netflights.com is a member of the dnata Group family and part of the Emirates Group, one of the world’s largest air and travel services providers.

• What if my airline goes into administration?

  If you purchased airline failure protection then the cost of your flight will be covered. You may also be covered by your travel insurance - you will need to check your policy.

• Can I change my destination if I choose to rebook?

  If the airline permits this in their policy then yes. The airline policies can be found here.

• Can I change a name on my new booking?

  If you are using a credit note or voucher then the new booking needs to be in the same name. There may be exceptions but this will need to be discussed directly with an agent.

• What If I change my passport and my name is different for when I want to travel again?

  This will need to be raised with the airline via a Netflights.com agent.

• Why does it sometimes cost more to change my dates?

  Fare differences occur through changes in travel season and availability. However some airline policies are allowing you to change your flight to any season or destination in their network free of charge. You will find all the airline amendment policies here.

• My flight looks like it is still going? What do I do?

  If your flight is still due to depart but you want to cancel please check your airline's policy. Cancelling a flight not covered by a policy may result in the flight becoming non-refundable, as standard booking conditions will apply. Airline policies can be found here.

  If you have the option to change your flight to another date you can request that here by filling out an amendment form.