If your flight have been cancelled by the airline, we will automatically initiate the process below. In case of cancelation by the airline, you do not need to take action before we advise you to do so:
- We will receive a message from the airline stating the cancellation of your flight(s)
- We will check with the airline if your booking is eligible for a refund (eg. as a voucher)
- At a late date, you will receive an e-mail from us about the status of your refund. This process currently takes up to 4 months, but might take even longer
- If the airline does not allow a refund, we will inform you on your options.
We would like to point that we are fully dependable on the processing times and conditions of the airline. We kindly ask not to contact us in the meantime, to avoid unnecessary contacts.
Another procedure applies to lowcost flights (such as: easyJet, Ryanair, Wizz Air and Transavia). If your flight is cancelled by the airline, the airline will send us an email with your next steps. We will forward this e-mail to you as soon as possible.
This way, you yourself are able to apply for your refund (eg. as a voucher) with the airline directly. If the refund has been processed by the airline, we will inform you on all details again.
Please keep in mind that this process can take up to several months. There is no need to contact us in the meantime, as there is nothing we can do to speed up this process.