Cancel holiday over corona virus?

345 posts in this topic

Any experience with Air France?

 

I was working in the Caribbean from the end of January onwards and my wife was meant to come out and join me at Easter for a holiday. However the pandemic meant that I had to return to Germany at the end of March; unsurprisingly, her flight disappeared as well.

 

We put in a claim for a refund of her return flight to Air France, and have just received a reply in English (shortened to its essentials here)

 

As it is not possible to provide you full refund we would like to offer you a voucher of the value of the price you paid. As a second option it is possible to change your reservation free of charge until the end of June 2020 for new flights scheduled until the end of November 2020. Please let us know your choice.

The current regulations have been developed with possible local or short-term disruptions in mind. However, the coronavirus (COVID-19) outbreak has led to unforeseen travel bans and restrictions all over the world. Unfortunately, a massive cutback in flight activity was inevitable and a significant number of flights had to be cancelled.  

At Air France and KLM, we believe that the issuance of a refundable voucher is a reasonable balance between the protection of passengers’ rights and the operational realities that airlines have to face because of these exceptional circumstances. Governments around the world have indicated that an approach like this is appropriate during this crisis, provided that these vouchers do not expire in an unreasonably short period of time. Your travel voucher would be fully refundable after 12 months, if you haven’t used it by then.

 

Oh really?! Of course I am aware of the recent ruling on refunds vs vouchers; realistically, I see no prospect of flying anywhere for quite a while. But my position is quite simple: we asked for and require a full refund and believe that we are fully entitled to this.

 

Just had a look at the AF claims website which boldly states:

 

Please note that flight cancellations linked to the coronavirus (Covid-19) are considered to be due to extraordinary circumstances, therefore exempting airlines from paying compensation.

 

https://www.airfrance.de/DE/en/local/transverse/footer/reclamation.htm

 

The question is how best to proceed. Anyone else here pushing a claim from Air France / KLM? 

 

 

 

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23 minutes ago, john_b said:

Please note that flight cancellations linked to the coronavirus (Covid-19) are considered to be due to extraordinary circumstances, therefore exempting airlines from paying compensation.

 

As I understand it compensation there would refer to payments for hotels etc. and fixed amounts for delays in reaching the scheduled destination, those "extraordinary circumstances" also include weather issues for example. That does not I believe exempt the airlines from refunding the cost of the flight(s), which they are required to do by EU regulation. Maybe the French government have overruled that but I doubt it, keep fighting for your rights.

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On 4/22/2020, 4:42:15, keith2011 said:

I sent an email to Lufthansa requesting a refund and complaining that there was no online option and their service centre was unobtainable. Got a quick response as follows:-:angry: BTW the link for the Service Center contact does not work.WTF!!!!

 

Dear passenger,

 

Thank you for your feedback, which we have already given to our Customer Relations Team for processing with the reference number (Feedback ID #+*+#####). If you would like to send us further information, you can reply to this email. Please always include your reference number in the subject line.

 

Please note: Inquiries regarding ticket refunds, rebooking or fare conditions will not be processed or forwarded by Customer Relations. All relevant information on this topic may be found on our website https://www.lufthansa.com/us/en/flight-information.

 

If cancellation is currently the only possible option for you, please contact our Service Center. Worldwide telephone numbers are available on www.lufthansa.com/en/en/help-and-contact. Thank you for your understanding.

 

Sincerely,

 

https://www.theguardian.com/money/2020/may/20/opodos-guarantees-you-can-cancel-for-any-reason-except-covid-19#img-1

Have a look at the last paragraph about European law. If you book through a third party the airline is still responsible for compensating you.

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6 minutes ago, McDee said:

https://www.theguardian.com/money/2020/may/20/opodos-guarantees-you-can-cancel-for-any-reason-except-covid-19#img-1

Have a look at the last paragraph about European law. If you book through a third party the airline is still responsible for compensating you.

 

@McDee Thanks for that but things have moved on since the post you quoted, as per my update on page 17 it looks like Lufthansa will give me a refund. Also please note I did not book through Opodo but direct with the airline.

 

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Hi Keith, sorry that should have been sent to everyone. Now where are my glasses?

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