Important travel information and
recent travel & tourism updates

With the latest news from the FCO advising against all but essential international travel, please check this page regularly for updates.

The COVID-19 (coronavirus) outbreak has created an unprecedented and challenging situation, and many of you are anxious about what it means for the flights and holidays you have booked with us.

At Netflights we’re doing everything we can to help you, and are working with our suppliers to answer the many questions and enquiries you have been sending us. We wish to reassure you that, while we know these are difficult circumstances and we appreciate your patience, the full resources of dnata Travel Group – a worldwide family of well-established travel businesses of which Netflights is a part – are focused on helping you. And, thanks to our ABTA membership and ATOL bonding, your money is safe.

In light of the Foreign & Commonwealth Office decision to implement exceptional advice against all but essential travel worldwide for a 30 day period, we are taking steps to protect both our customers and our business in a sustainable way. We are therefore applying the following policies for customers due to travel from 18^th March up to and including 30^th April 2020. Please read them carefully.

If you are due to travel during that period, please do not call us. Our team will be in contact to discuss your options. There is a very large number of enquiries for us to get through, so please be aware it will take time. You are not being ignored, and we thank you for your patience and understanding.

We’ve summarised the amendment, cancellation and refund policies of our major airline partners below, and will be updating this information as those policies change to ensure you’re getting the right guidance. The impact of the pandemic on aviation is such that airlines have been forced to take unprecedented steps, implementing and updating individual policies as the situation has evolved. Many are encouraging customers to accept a ‘travel voucher’ or guaranteed credit note for the value of an original booking to be used when normal operations resume, while others are simply turning bookings ‘open’ – meaning that they can be amended at no cost for travel within a certain timeframe.

In normal circumstances, unless otherwise asked to by a customer, Netflights will never cancel a booking. However, these are not normal circumstances and last week we began to cancel down bookings proactively.

As your agent, we passed the monies you paid us to your airline as soon as your flight was ticketed.
If your flight has now been cancelled by Netflights and you want a refund, we will apply to your airline on your behalf for it, and pass those monies back to you when we have received them.

Usually, this might only take a couple of weeks – but with the current volumes and upheaval that both we and our airline partners are dealing with, we anticipate this process will take substantially longer.

Airline	Eligibility period	Policy / policies	Redemption period (when you need to fly by)	Further information
Virgin Atlantic as of 06/04	For tickets booked between 11th Mar - 31 May 2020 for travel up to and including 31st Dec 2020	· Flights can be rebooked free of charge for travel up to and including 30th Apr 2021. · Travel booked on or before 19th Mar is exempt from fare difference if the journey is completed by 30th Jun 2020. · Flights rebooked for travel on or after 1st Jul 2020 will be subject to availability and any difference in fare. If your flight was cancelled by the airline it can rebooked onto another flight or refunded	Rebooked flights must be taken by 30th Apr 2021	Virgin Atlantic COVID-19 page
British Airways as of 06/04	Tickets booked for travel up to and including 31st May 2020	· Customers can cancel free of charge in exchange for a travel voucher which can be used for payment for a future booking to any destination and any dates. Customers must pay any difference in fare (additional vouchers will be issued for any new flights that cost less than the original). · Bookings made between 3rd Mar – 31st May 2020, for travel until 31st Dec 2020, can be amended free of charge. If your flight was cancelled by the airline it can rebooked onto another flight or refunded	Travel vouchers are valid for 12 months from the original departure date.	British Airways COVID-19 page
Emirates as of 07/04	Tickets issued up to and including 31st May 2020	If your flight is the subject of a travel ban, travel advisory, a mandatory lock-down or a cancellation (by Emirates) you are eligible to: · For travel before 30th Jun 2020, rebook free of charge and without paying any fare difference within the same class of travel, to any Emirates destination in the same region (book by 31st May 2020) · Accept a travel voucher for the ticket value If you cannot travel within 12 months of receiving the voucher, you can extend for another 12 months or opt for a cash refund (subject to fare conditions)	Travel vouchers are valid for 24 months from the original date of booking	Emirates COVID-19 page
Aegean as of 07/04	Tickets booked for travel before 31st May 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with a credit voucher towards future travel	The rebooked travel needs to take place before 27th Mar 2021 Voucher valid for one year from issue date	Aegean COVID-19 page
Aer Lingus as of 06/04	Tickets travelling before 31st May 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with a voucher towards future travel, plus an extra 10%. Ts&Cs apply.	The rebooked travel needs to take place before 20th Mar 2021 Voucher valid for five years from issue date If you are a Miles+Bonus member, you earn extra award miles when you change your ticket	Aer Lingus COVID-19 page
Air Canada as of 06/04	Tickets booked before 15th Apr	Flights can be: · Rebooked free of charge (one time change, subject to possible fare increases) · Cancelled with a credit towards future travel · If your flight was cancelled by the airline, you will receive full credit towards future travel valid for travel within 24 months of your flight cancellation date.	The rebooked travel needs to take place before 30th Apr 2021	Air Canada COVID-19 page
Air France as of 06/04	Tickets booked up to and including 31st May 2020	Flights can be: · Rebooked free of charge before 30th Sep 2020 to depart before 30th Nov 2020 if in the same travel class · Cancelled and exchanged for a travel voucher valid on any route in the KLM network, or that of its codeshare partners If your flight was cancelled by the airline you can obtain a travel voucher valid for one year. This voucher will be refundable after one year if not used.	Travel vouchers must be used within one year of being issued. If you cancelled your booking, the voucher is non-refundable.	Air France COVID-19 page
Air New Zealand as of 06/04	Tickets booked for travel before 30th Jun 2020	Flights can be: · Rebooked free of charge (one time change, subject to possible fare increases) · Cancelled with a credit towards future travel	The rebooked travel needs to take place within 12 months	Air New Zealand COVID-19 page
Alitalia as of 06/04	Tickets booked by 30th Apr flying between 23rd Feb - 30th Jun 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled by 31st Aug with a credit towards future travel If your flight was cancelled by the airline it can rebooked onto another flight or refunded	Rebooked flights must be booked by 31st Aug and taken by 31st Dec 2020 Voucher valid for one year from issue date	Alitalia COVID-19 page
American Airlines as of 06/04	Tickets booked between 1st Mar - 30th Apr 2020 for travel up to and including 31st May 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled and rebooked for travel at a later date (once per booking, subject to fare differences)	Rebooked flights must be taken by 31st Dec 2020 or within one year of date the ticket was issued, whichever is earlier.	American Airlines COVID-19 page
Cathay Pacific as of 06/04	Tickets booked before 23rd Mar for travel by 31st May 2020	If booked direct, customers can rebook or reroute their ticket free of charge, or apply for a refund	Rebooked travel must be taken on/before 10th Dec 2020	Cathay Pacific COVID-19 page
	Tickets booked between 9th Mar and 20th Apr 2020	Customers can make free and unlimited changes to their flight	Rebooked travel must be taken on/before 28th Feb 2021
Delta Air Lines as of 06/04	Tickets booked between 1st Mar – 31 May 2020	Flights can be: · Changed without a fee (subject to possible fare increases) · Cancelled with the value used toward a future flight If your flight was cancelled by the airline they will contact you with additional information	Travel to be completed within one year of the original issue date	Delta Air Lines COVID-19 page
Etihad as of 06/04	Tickets booked for travel up to and including 30th Jun 2020	Rebook your flight for free (subject to possible fare increases)	You must travel on or before 30th Jun 2020	Etihad COVID-19 page
		Cancel your booking and use the value as credit towards your next trip. Etihad Guest members will receive up to 5,000 bonus miles in addition	Book before 30 Sep 2020, for travel until 31st Jul 2021
Icelandair as of 07/04	Tickets booked for travel up to and including 31st May 2020	Flights can be cancelled with a credit voucher towards future travel If your flight was cancelled by the airline a voucher will be issued for the value of the unused ticket	Voucher valid for three years from the day you receive it. With travel taken anytime in a one-year window from when you book, meaning that you have up to four years to travel using the voucher. You can book for different people and choose a different destination.	Icelandair COVID-19 page
Kenya Airways as of 07/04	Tickets booked before 30th April 2020, for travel until 30th June 2020	Rebook your flight for free (subject to possible fare increases) If your flight was cancelled by the airline you can request a refund in the form of a voucher	Ticket changes/voucher requests must be completed by 31st April 2020. Voucher must be used within one year of being issued	Kenya Airways COVID-19 page
KLM as of 06/04	For travel up to and including 31st May 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with a voucher credit towards future travel If your flight was cancelled by the airline you may request a refund in the form of a voucher, this can be refunded after one year	You can change your flight or request a travel voucher until 30 Sep 2020. Vouchers must be used within one year of being issued. If you cancel your booking, the voucher is non-refundable	KLM COVID-19 page
Kuwait Airways as of 07/04	For travel up to and including 30th Apr 2020	Flights can be rebooked free of charge (subject to possible fare increases) If your flight was cancelled by the airline, you may apply for a refund	All travel to be completed by 31st Dec 2020	Kuwait Airways COVID-19 page
Lufthansa as of 07/04	Tickets booked up to and including 19th Apr 2020, for travel up to and including 30th Apr 2021	Flights can be amended to new departure dates, even to a new destination. All rebooked tickets with travel before 31st Dec 2021 will receive a discount up to €50 (subject to possible fare increases) If your flight was cancelled by the airline, your ticket remains valid and can be used at a later stage	New flights must be booked by 31st Aug 2020 and taken by 30th Apr 2021	Lufthansa COVID-19 page
Malaysia Airlines as of 07/04	Tickets booked before 31st Mar 2020	Flights can be: · Unlimited free changes (any difference in fare will apply) · For applicable refundable and non-refundable tickets cancellation and service fees are waived. Terms and conditions apply	Rebooking must be made on/before 30 Jun 2020. All travel to be completed by 31 Dec 2020	Malaysia Airlines COVID-19 page
Norwegian as of 07/04	Tickets booked up to and including 31st May 2020	Flights can be: · Rebooked free of charge (one time change, subject to possible fare increases) · Cancelled and converted to CashPoints for future travel If your flight was cancelled by the airline you can request a refund of your unused ticket, or choose CashPoints and get an extra 20% that can be used for your next trip	All travel to be completed by 30th Nov 2020 CashPoints will be valid for redemption for 12 months from the date of issue	Norwegian COVID-19 page
Qantas as of 07/04	For tickets booked by 31st Mar 2020 for travel up to and including 31st May 2020	Flights can be cancelled and replaced by a travel voucher	Travel voucher must be processed by 31 March 2020 for travel up to 12 months from the date of the original booking	Qantas COVID-19 page
Qatar Airways as of 07/04	Tickets booked for travel up to and including 30th Sep 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with a voucher credit towards future travel If your flight was cancelled by the airline you can request a refund, or choose a voucher and get an extra 10% that can be used for your next trip	Future travel voucher valid for one year from the date of issue	Qatar Airways COVID-19 page
Singapore Airlines as of 07/04	For tickets booked by 15th Mar 2020 for travel up to and including 31st May 2020	· Tickets can be rebooked free of charge, subject to changes in fare · Tickets for flights that are cancelled will automatically be converted in to open tickets that can be rebooked for travel at a later date (subject to availability and fare differences)	All rebooked flights must be taken by 31st Mar 2021	Singapore Airlines COVID-19 page
TAP as of 07/04	Tickets booked for travel up to and including 31st May 2020	Flights can be: · Rebooked free of charge (one time change, subject to possible fare increases) · Cancelled with a voucher credit towards future travel If your flight was cancelled by the airline a voucher will be issued for the value of the unused ticket	All travel to be completed by 31st Dec 2020	TAP COVID-19 page
Thai Airways as of 07/04	Tickets booked between 12th Mar - 30th Apr	Flights can be rebooked free of charge (subject to possible fare increases)	Travel must be completed by 15th Dec 2020	Thai Airways COVID-19 page
Turkish Airlines as of 07/04	Tickets booked before 20th Mar 2020, for travel up to and including 31st Dec 2020	· Free amendments if new flight dates are known, no fare difference · Free to change to an open ticket	Rebooked flights must be taken by 28th Feb 2021	Turkish Airlines COVID-19 page
Vietnam Airlines as of 07/04	Tickets booked on or before 24th Mar 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with a voucher towards future travel	Voucher valid for one year from the date of issue. Travel must be completed by 31st Dec 2020	Vietnam Airlines COVID-19 page
United Airlines as of 07/04	For travel between 10th Mar – 31st May 2020	Flights can be: · Rebooked free of charge (subject to possible fare increases) · Cancelled with the value of your ticket (voucher) applied to a new ticket without fee If your flight was cancelled by the airline/due to government mandates you can request a refund, or choose a voucher	Voucher valid for 24 months from the date of issue	United Airlines COVID-19 page

Flight-only bookings:

We are now cancelling outbound flight-only bookings on a rolling-per day basis and will be contacting customers in due course to explain their options. Please note, this does not include those customers currently overseas who need to get back to the UK, or who are trying to return home from the UK to their country of residence.

• If you have a flight-only booking due to depart up to and including 30^th April 2020, and wish to AMEND please email us on [email protected]
• If you have a flight-only booking due to depart up to and including 30^th April 2020, and wish to CANCEL/has been CANCELLED please email us on [email protected]

If you wish to cancel your flight-only booking we will endeavour to seek a refund from our airline partners on your behalf. Once we have more information from the airline we will be in touch to confirm the next steps. We will work through all requests in date of departure order, please note this may take several weeks due to the high demand.

To help us locate your booking, please include your departure date, booking reference/invoice number and airline in the subject line, and the following in your message:

• Lead passenger name
• Departure date
• Invoice number/booking reference
• Airline
• Route
• Whether you wish to cancel or amend your booking

If you have a flight-only booking and are due to travel on or after the 1^st May 2020, normal Terms & Conditions currently apply.

Package (flight + hotel) bookings:

We are withdrawing all package holidays bookings (flight + hotel booked on the same day) due for travel between 18^th March up to and including 30^th April 2020.

As a valued customer we appreciate your continued support and would encourage a future booking. We will therefore automatically issue customers holding an affected booking with a credit note.

Credit note terms and conditions:

• The full value of the original booking will be held against your booking reference number.
• If we have only received part payment on the original booking then we will only credit the amount received to date.
• Any amendment fees on the original booking will not be included in the credit held.
• The new booking can be made immediately up until 30 September 2020.
• The new booking can depart anytime between 01 July 2020 and 31 March 2021, some airlines have extended travel for departures after this date*.
• The new booking must include flights with the original airline, however a new destination may be permitted*.
• In most cases suppliers will not allow passengers changes, therefore all passengers noted on the original booking must travel on the new booking.
• If the new booking is of a higher value than the original, all additional costs must be paid.
• If the new booking is of a lower value than the original no cash refund will be due however we will issue a further credit note.

*Subject to supplier. Our call centre can provide further details on request.

If this option isn’t suitable for you, we will endeavour to seek a refund from our suppliers on your behalf. Details of how to claim a refund will be contained in the email we send when we issue your credit note.

If you have a package booking and are due to travel on or after the 30^th April 2020, normal Terms & Conditions currently apply. If you wish to discuss alternative dates / destinations please email us on [email protected] and one of our team will contact you. Please include your departure date and invoice number in the subject header. If you wish cancel, please email us on [email protected], advising invoice number and departure date.

We will work through all requests in date of departure order.
Please note this may take several weeks due to the high demand.

Accommodation-only bookings:

We understand you will almost certainly be unable to travel to your chosen destination and therefore use your accommodation stay. We are therefore withdrawing all accommodation-only bookings due to travel up to and including 30^th April 2020.

As we are acting as an agent we will endeavour to seek a refund from the accommodation supplier on your behalf. Once we have more information from the supplier we will be in touch to confirm the next steps.

Customers already on holiday / overseas:

If you are already on holiday and require urgent assistance to get home, please follow this advice:

• In the first instance, please try to contact your airline (see airline links below). In this unprecedented situation, airlines are each taking an individual approach so it’s best to go direct and see how they can provide immediate help.
• Check the airline’s website. We are finding that we are not always being given immediate visibility of some airline’s repatriation flight plans, and details may first be available online.
• Please ensure you have added your correct and current mobile phone information to the ‘Manage My Booking’ section of your airline’s website so they can contact you directly if they need to.
• If you still need assistance our helpline line is open and taking calls – please call 01772 391 198 (please note, we are receiving a high volume of calls and wait times could be substantial).
• It may also be necessary for you to contact the British Embassy, High Commission or Consulate in the area you are in. Please click here for all the local contact details: https://www.gov.uk/world/embassies

We understand this is a difficult situation and we are doing our best to assist as much as possible. Thank you for your continued patience.