Ticketing Flexibility due to Coronavirus outbreak

Flexibility for passengers that requests to change/cancel tickets for all A3/OA network

Due to Coronavirus outbreak for passengers holding A3/OA tickets, below flexibility applies:

  • For 390/050 ONLY
  • Published/special/private fares (except of ID, ZED tickets), award and bonus tickets (Miles and Bonus, Star Alliance, Bank programs with points, Upgrade, etc.).
  • For all A3 and OA network
  • For A3 marketing/OAL operating (i.e A3* /LH operating ATH-FRA)
  • For STAR Alliance redemption with OAL STAR carriers

1. Individual bookings (already ticketed)

  • For bookings, with any travel date and original date of issuance on/before the 9th of March, 2020
  • Totally unused tickets: New travel date: Any
  • Partial used tickets: New travel date any within the 1 year validity (of the first flown segment)
  • Rebooking free of charge permitted only for fees and penalties (i.e. rebooking fee, service fee for ticket reissue, cancellation penalty for award tickets, etc.). Fare and tax difference (if any) should be collected.
  • For Award tickets, if there is miles difference, should be also collected.
  • Tickets should be voluntary reissued
  • Rerouting is not allowed.
    For OnD itineraries intermediate point (via point)
    In connecting itineraries via point allowed to change only.
  • Only exception STAR Alliance redemption tickets, where change of carrier also permitted (i.e. original ticket with LH, new with LX).
    Attention: Restriction for rerouting is also applied in STAR alliance tickets. Change of VIA point is permitted.

    No flexibility for the refund. If passenger requests to cancel ticket, fare rules should be followed.
    EMD for ancillaries follow the same policy. Refund as per rules. Rebooking free of charge permitted. Rerouting not permitted.

1.1 Automated reissue for published fares for all channels

  • For A3/OA validated tickets
  • Issued from any channel
  • With published A3/OA fares
  • And with reissue through A3 offline offices (included GSAs, airport offices, call center), A3/OA website, 1A and non 1A GDSs, F1

With immediate effect, all tickets with published fares can be reissued automatically with Amadeus Ticket Changer (FXQ) ATC will respond with fare/tax difference and with 0.00 penalty fee. SVC element for PENF (penalty fee) will not be created
Only manual action is for updating the Endorsement with: DUE TO CORONAVIRUS

Ticket already reissued with the exceptional procedure and passenger requests to make a new change (second reissue, third reissue, etc.)

Multiple changes/reissues without fees/penalties, permitted only for tickets with original issue date: on/before the 09th of March, 2020.

Important Notices:

  1. When the ticket is totally unused after the first reissue, the Date of Issuance will change and the new one is the reissue date
    As such tickets will be reissued after the current date (13th of March, 2020) and as a result the new Issuance Date will be after the 13th of March, 2020, if passenger requests to change the ticket again, all future reissues will follow the exception rule of TPRM508 (multiple changes without rebooking until the 30th of April, one more reissue/rebooking without rebooking after the 1st of May)
  2. Service fee for ticket reissue will not be collected for the first reissue of totally unused ticket. But will be applied to any future reissue (as per point 1)
  3. For partial used tickets. The validity is one year from the first flown segment. The rules are always as per historical fares (as per the date of the first flown segment and original issuance date). This means that for partial used tickets, passenger can request multiple changes, but always within the 1 year validity of the first flown segment. And all reissues will follow the TPRM500.
  4. Only for partial used tickets (independently on how many times passenger will request to change it) and for the first reissue of totally unused ticket (where issuance date is on/before the 09th of March, 2020):
    Update the Endorsement with DUE TO CORONAVIRUS
  5. For all other reissues (second reissue and after for totally unused), no need to take any further action and change the existing endorsement

1.2 Flight is cancelled

Suspension of refunds due to COVID-19 Pandemic announcement on 11th of March, 2020 update 1

In these special circumstances of the COVID -19 Pandemic, many governments implemented extra ordinary restrictions such as complete flight restrictions or travel restrictions which apply to a large group of travelers. Consequently this is leading to many flight cancellations. Aegean is aiming to support its customers to continue planning their upcoming journeys with confidence thus, we would like to inform you that effective immediately:

  • For 390/050 documents ONLY (totally unused and partially used) with any date of issuance
  • For published/special/private fares (except of ID, ZED tickets), all fare categories (refundable & non-refundable)
  • For separate ticket that is part of the affected travel, but itinerary in this ticket is not cancelled/rescheduled.
  • For all A3 and OA cancelled (UN) flights
  • For A3 marketing/OAL operating (i.e A3* /LH operating ATH-FRA) cancelled (UN) flights
      1. Documents of flights cancelled on/before the 10th of March, 2020 are eligible for involuntary refund.
        – Alternatively, such passengers may also apply for exchange into a voucher valid for future travel without any revenue loss for the passengers.
        – The platform is now available on aegeanair.com for voucher applications.

        All related involuntary refund applications performed on/before 16th of March, 2020 release will be normally processed.

      2. Documents of flights cancelled on/after the 11th of March, 2020, the day the World Health Organization (WHO) declared COVID-19 pandemic: 
        – Can be rebooked to the same destination or be rerouted to any other A3/OA destination
        – Available only through call center or Travel Agency provided there is no change in the country of origin
        – Will be entitled for exchange into a voucher valid for future travel without any revenue loss for the passengers.
        – The platform is now available on aegeanair.com for voucher applications.
        – Voluntary refund as per fare rules can be offered.

        All related involuntary refund applications on/before 16th of March, 2020 will be normally processed.

 

OUT OF SCOPE CASES:
  • Not applicable for GROUP tickets. Such tickets shall be treated as per TPRM500 instructions.
  • Not applicable for award and bonus tickets (Miles and Bonus, Star Alliance, etc). Such tickets are eligible for involuntary refund (miles & taxes) – Refund fee should be waived.
  • Not applicable for passengers denied boarding because airline/authorities don’t allow them to travel due to Coronavirus (1A entry: TINEWS/N1 up to N6)
  • Such cases (HK flights) are eligible for involuntary refund or application for a voucher valid for future travel through aegeanair.com.
  • Not applicable for cancelled (UN) flights due to unforeseen circumstances (weather conditions, diversion, disruption, etc). Such cases are eligible for involuntary refund.

 

 

2. GROUP Bookings

For group bookings, with initial travel date for the outbound until/and the 30th of April, 2020 (the return flight(s) can be after this date) and original date of issue on/before the 09th of March, 2020
For Group PNRs: New travel date until/and the 20th of October, 2020 (travel must be completed until this date, so both outbound and inbound).

2.1 For ticketed (contract already signed)

Totally unused and partial used:

  • Rebooking is permitted
  • Endorsement: DUE TO CORONAVIRUS
  • Full refund is permitted.
  • Add a remark in the refund record: DUE TO CORONAVIRUS
 

2.2 For unticketed

  • Full refund allowed. Cancellation penalty will be waived. Deposit will be refunded in full.
  • In case only a part of the group will be cancelled (some of the passengers will not travel)
  • Full refund is permitted for these tickets.
  • No cancellation penalty
  • Reduced of seats (assigned and not assigned): Permitted without any penalty.
 

2.3 For group bookings, with initial travel date for the outbound on/after the 1st of May, 2020 and original date of issue on/before the 09th of March, 2020

  • Rebooking: Not permitted
  • Refund is allowed provided that cancellations will take place until/and the 20th of March, 2020 and as per below rules
 

2.3.1 For ticketed (contract already signed)

Totally unused

  • Full refund is permitted without any penalty 

2.3.2 For unticketed

  • Full refund allowed. Cancellation penalty will be waived. Deposit will be refunded in full.
  • In case only a part of the group will be cancelled (some of the passengers will not travel)
  • Full refund is permitted for these tickets.
  • No cancellation penalty
  • Reduced of seats (assigned and not assigned): Permitted without any penalty.

3. General Instruction for passengers that are not allowed to travel (individual and groups)

  • For passengers that request to cancel their tickets, because airline/authorities don’t allow them to travel due to Coronavirus (included denied boarding or cases where authorities in destination airport don’ t allow the entrance and passenger return to the origin)
  • And for UMRAH visa holders after the announcement of Saudi Arabia for the closure of borders
  • Full refund (fare, miles or points) is permitted

    Attention:
    Check “Timatic” for countries that have announced such restriction for passengers, who were in specific countries in the previous 14-21 days.

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