Airlines Travel Waiver Policy Due COVID-19: Ultimate Flight Cancellation and Refund Guide
If you’re reading this article, chances are, you probably have or had travel plans lined up.
But with quarantine measures, lockdowns, and travel advisories being announced worldwide.
You’ve decided that it’s wiser to either cancel or delay your travel plans.
I know.
It sucks.
And nobody expected the WHO to declare this COVID-19 a pandemic.
But more importantly, will the airlines or online travel agents (OTAs) agree to refund you if you choose to cancel your flight?
Or will you have to forfeit your hard-earned money?
Can you choose to rebook your flights to a later date instead?
And will you need to pay any rebooking fees?
As always, I gotchu fam.
TL;DR: Will My Airline Refund Me for Flight Cancellations Due to the COVID-19 Pandemic?
The short answer is yes – but only if certain airlines travel waiver policy conditions are met.
Also, it’s usually best to request a refund through the airlines first before using your travel insurance.
As most travel insurance will ask you to do so before claiming from them.
For Tickets Booked Directly From Airlines
Here’s a look at the airlines travel waiver policies regarding COVID-19 related rebooking, refunds, and cancellations:
| Airlines Travel Waiver Policy | What Can I Get? | For Bookings Made | For Travel | How To Make The Request | For Latest Updates | Contact |
|---|---|---|---|---|---|---|
| AirAsia | Change fee waived to rebook ONE-TIME on same route within 180 calendar days OR Retain value of fare as credit in AirAsia BIG Loyalty account To redeem for booking within 365 calendar days from issuance date | To/from Malaysia: Before 16 Mar 2020 | On or before 30 Apr 2020 | To rebook or credit to your BIG account: Select "COVID-19" from AVA (AirAsia Virtual Allstar), select either "Move Flight" or "Credit Account" and follow the instructions | COVID-19 Guide | – |
| To/from Australia: Before 7 Mar 2020 |
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| To/from China, Hong Kong, Macau, Taiwan, Japan, and Korea: Before 7 Mar 2020 |
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| Air France | Change fees waived to rebook to later date Travel date by 30 Sep 2020 | – | Up to 31 May 2020 | Manage My Bookings | COVID-19: Adjusting Your Travel Plans | Call: +65 6415 5111 |
| Refund via travel voucher due flight cancellation Valid for one year on all Air France, Delta, KLM, and Virgin Atlantic flights | – | Ticket Refunds | ||||
| All Nippon Airways (ANA) | Cancellation charge waived on refunds for applicable flights Request to be made up to 1 year and 30 days from travel start date OR Rebooking charge waived for ONE-TIME change to new boarding date Travel date on/before 30 Jun 2020 | To/from Japan: Tickets issued by 28 Feb 2020 | To/from Japan: From 28 Feb to 3 Apr 2020 | Tickets purchased directly from ANA (website, reservation or airport counter) can View Reservations to request for ticket refunds or change of boarding date Tickets purchased through travel agencies or other airlines, please contact the agency or airline which you purchased the tickets | Special Handling of International Air Tickets due to COVID-19 | Call: 800-8102-448 Online Form: ANA Mileage Club Members Non-ANA Mileage Club Members |
| To/from China: Tickets issued by 26 Feb 2020 Note: including Hong Kong & Macau | To/from Wuhan: From 21 Jan to 30 Apr 2020 To/from Mainland China (less Wuhan): From 24 Jan to 30 Apr 2020 To/from Hong Kong & Macau: From 30 Jan to 30 Apr 2020 |
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| To/from South Korea: Tickets issued by 6 Mar 2020 | To/from South Korea: From 26 Feb to 30 Apr 2020 |
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| To/from Italy: Tickets issued by 9 Mar 2020 | To/from Italy: From 1 Mar to 30 Apr 2020 |
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| To/from India: Tickets issued by 26 Feb 2020 | To/from India: From 21 Feb to Apr 30 |
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| British Airways | Cancel your booking and receive a voucher to be used within 12 months of original date of departure Fare difference may apply | From 14 Mar 2020 (date inclusive) | To 31 May 2020 (date inclusive) | Get your Future Travel Voucher | Coronavirus (COVID-19) | Call: +65 6622 1747 |
| Change fee waived for ONE-TIME rebooking with same origin and destination Travel date up to 12 months from original booking date Fare difference may apply | Visit Manage My Booking to choose the new dates which suit you best | |||||
| Cathay Pacific | Cancel flight for refund | On or before 17 Mar 2020 | Up to 31 May 2020 | Manage booking | COVID-19 Travel Restrictions | Call: 800 101 4009 |
| Rebook or reroute travel on/before 10 Dec 2020 | Call Global Contact Centre | |||||
| Emirates | Travel voucher for ticket value with 12 months validity from date of issue | Tickets issued on or before 31 Mar 2020 | Up to 31 May 2020 | Through Travel Voucher/Refund webpage If you booked with a travel agent, you are advised to contact them for refund. | Response to COVID-19 Outbreak | Call: +65 6622 1770 |
| Refund as per fare rules | ||||||
| Change fee waived Fare difference may apply | Through Change your Emirates flight If you booked with a travel agent, you are advised to contact them for rebooking. |
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| Etihad Airways | Convert booking to Etihad credit Book by 30 Sep 2020 for travel until 31 Dec 2020 Fare difference may apply | – | Up to 30 Jun 2020 | Get Etihad Credit | COVID-19 Travel Updates | Call: +65 6818 5555 |
| Rebooking fee waived ONE-TIME to later travel date Travel date up to 30 Jun 2020 | Change your flight | |||||
| Refund only for routes (Chengdu, Hong Kong, Shanghai, Nagoya, Milan, Rome, Baku, Khartoum, Cairo, Geneva, Nairobi, Jeddah, Riyadh, Dammam, Medina, Beirut, Istanbul, Amman, Barcelona, Madrid, Belgrade, Casablanca, and Rabat) with extended period of cancellation | – | Request refund | ||||
| Japan Airlines | Refund with no fees for travel within 1 year and 30 days OR Rebooking fee waived ONCE to another date on/before 30 Jun 2020 | Tickets issued on/before 28 Feb 2020 | Between 28 Feb to 19 Mar 2020 | Through call centre | Travel Alert - Special Handling for Tickets Regarding the Novel Coronavirus | Call: 800-852-6432 |
| Tickets issued on/before 6 Mar 2020 | Between 20 Mar to 5 Apr 2020 | |||||
| Tickets issued on/before | Between 6 to 30 Apr 2020 | |||||
| Jetstar Asia Airways | Cancel bookings and receive a credit voucher To redeem within 6 months of issue, for travel within 12 months of the booking date Fare difference may apply | On or before 15 Mar 2020 | On or before 30 Apr 2020 Note: for passengers travelling between Singapore and Darwin, the offer is available until 31 Mar to travel between 15 Mar and 31 May 2020 (inclusive) | Visit Manage My Booking and follow these steps: Enter booking number and last name Click on 'find out more' button Select 'check flight options' button Click 'view other options' button Select 'request reimbursement' Note: if your flights were booked through a travel agency or third-party website, you can also request through Manage My Booking | Travel Alerts | Online Chat (24/7) |
| Korean Air | Refund penalty waived | – | Up to 30 Jun 2020 | Visit Korean Air Website [Log-in - My Trips - Cancel Reservation/Refund] | Ticket Change/Refund Guideline | Call: +65 6796 2001 |
| Reissue penalty waived ONCE for rebooking to later date Fare difference may apply | Contact Service Centre | |||||
| Lufthansa (includes Austrian Airlines, Brussels Airlines, SWISS) | Rebooking fee waived to rebook to new date of travel Travel date by 31 Dec 2020 | Tickets issued on or before 5 Mar 2020 | Up to 30 Apr 2020 | Visit Lufthansa webpage to rebook | About the Coronavirus | Call: +65 6245 5600 |
| Cancel without rebooking immediately Book by 1 Jun 2020 and travel by 31 Dec 2020 | Contact Service Centre | |||||
| Malaysia Airlines | Passengers denied check-in if they do not meet the country's Travel Restrictions: Rebooking ONE-TIME fare difference waived Travel date before 31 Dec 2020 | As per respective countries' travel restriction dates | Tickets purchased directly from Malaysia Airlines can use Assistance Request Form Tickets purchased from a travel agency or through another airline, please get in touch with them directly. | Important Notice to Passengers | Call: +603 7843 3000 Online form: Assistance Request Form |
|
| Passengers denied check-in if they do not meet the country's Travel Restrictions: Refund full value of booking or retain ticket value as credit for future travel Cancellation fees waived for partially used and totally un-used tickets |
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| Ultimate Flexibility Ticket: Rebooking ONE-TIME fare difference waived Travel date before 31 Dec 2020 | Tickets issued on or before 31 Mar 2020 | – | ||||
| Qantas | Flight credit for cancelled flights Can be redeemed up till 30 Sep 2020 or 12 months from date of ticket issuance Change fee will be waived for rebooking Fare difference may apply | – | Up to 31 May 2020 | Go to Manage Booking Enter booking reference and last name Click 'Continue' Scroll down to 'Flight' to see booking Select 'Cancel/Voucher' 'Accept' the T&Cs | Coronavirus Travel Update | Call: +65 6415 7373 |
| Qatar Airways | Travel voucher for ticket value with 12 months validity from date of issue from issuance date Cancellation penalties waived Can do so up to 3 days prior to departure | Tickets issued anytime until 30 Jun 2020 | Up to 30 Jun 2020 | Tickets booked direct from Qatar, can call to rebook or exchange for future travel voucher Tickets booked through trael agent, contact agent to amend booking or exchange for future travel voucher | Latest Updates | Call: 974 4023 0000 |
| Change fee waived to rebook to later travel date | ||||||
| Scoot | Update on 9 Apr 2020 100% refund via original method of payment OR 120% refund in Scoot vouchers (valid for 12 months) | On or before 15 Mar 2020 | 23 Jan to 31 May 2020 | Visit Manage My Booking Note: Customers who booked flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance. | Announcements | Call: +65 3138 4047 or +65 3157 6434 Online Form: Submit a Request |
| Change fee waived to re-route to another Scoot destination Travel date up to 31 Aug 2020 Fare difference may apply | – | From 23 Jan to 31 May 2020 | Visit Manage My Booking Contact Facebook page Contact Weibo page Call +65 3138 4047 or +65 3157 6434 Note: w.e.f. 17 Mar 2020, the call centre based in Philippines will suspend operations |
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| Change fee waived to rebook to later travel date (same origin & destination) Travel date up to 27 Mar 2021 |
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| Singapore Airlines | Cancel existing itinerary, retain value of ticket, and rebook at later date Travel date up to 31 Mar 2021 Fare difference may apply | On or before 15 Mar 2020 | Up to 31 May 2020 | Contact via online form Customers travelling within the next 72 hours, contact Singapore Airlines Reservations Office Customers who booked tickets directly through Singapore Airlines can contact local Singapore Airlines reservations office Note: Customers who booked their tickets through travel agencies are advised to contact their agents for assistance | Travel Advisories and Waiver Policies | Call: +65 6223 888 Email: sq_support@singaporeair.com.sg |
| Rebooking fee waived to rebook to later travel date (same origin & destination) Travel date up to 31 Mar 2021 Fare difference may apply |
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| SilkAir | Change fee waived to re-book to later date Travel date up to 31 Mar 2021 Fare difference may apply | Tickets issued from now to 31 Mar 2020 | – | |||
| Thai Airways | Charge fees waived for rebooking to later date Travel date between 11 Mar to 15 Dec 2020 Fare difference may apply | On or after 28 Jan 2020 | Up to 30 Apr 2020 | Contact Reservations team via email | Thai Airways Mainpage | Call: +65 6210 5000 Email: reservations@thaiairways.com.sg |
Note: this list is not exhaustive, I’ve only curated airlines which most Singaporeans would travel by
A couple of things to note about airlines travel waiver policies:
- Rebooking, cancellation, refund fees and charges are usually waived for flights affected by COVID-19
- Rebooking usually involves calling the service centre or hotline to get it processed
- Refunds are a little more straightforward and can be done through ‘Manage Booking’ or a dedicated self-serve portal
- For tickets not purchased through the airlines (eg. travel agents), you’ll usually need to approach the agent for rebooking, cancellation, and refunds
For Tickets Booked From Online Travel Agents (OTAs)
In general, OTA’s abide by their partners’ policies.
However, online changes and cancellations will have to be processed through them instead of the airlines directly.
| OTA Management of Airlines Travel Waiver Policy | What Can I Get? | In Accordance With | How To Make The Request | Additional Notes | For Latest Updates | Contact |
|---|---|---|---|---|---|---|
| Agoda | Free cancellation | Airlines Travel Waiver Policy | Log in to your account Select 'My bookings' Select 'Edit booking' Check 'Booking conditions' section | – | Update on COVID-19 | Call: +65 6329 7537 |
| Booking.com | Rebook flights | Log in to your account and check if travel dates are eligible This will also tell you if penalty fees are imposed or not if you choose to rebook or request for a refund | – | – | Log in to your account to access | |
| Refund flights | ||||||
| Expedia | Rebook flights | Select airline from menu to see if a policy has been issued to waive change and cancellation fees due to COVID-19 Prepare potential dates for rebooking your travel according to the airline's policy coverage Call Expedia to rebook | For low-cost airlines Expedia cannot make changes or cancel bookings with low-cost airlines To change or cancel your flight contact the airlines direct If your package includes a low-cost flight, change your flight directly with the airline first, then call Expedia to change the rest of the package booking. | Coronavirus Disease | Call: +65 6415 5555 |
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| Refund flights | Select airline from menu to see if a policy has been issued to waive change and cancellation fees due to COVID-19 | |||||
| Traveloka | Refund flights | Log in to your account and go to 'My Booking' Find your flight and select 'Refund' Choose 'Force Majeure' as the refund reason | – | Updates on Coronavirus Outbreak | Call: +65 6486 7945 or +65 6911 8138 Email: cs@traveloka.com |
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| Reschedule flights | Log in to your account and go to 'My Booking' Find your flight and select 'Reschedule' Follow the instructions |
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| Trip.com | Rebook flights | Log in to your account and check if travel dates are eligible This will also tell you if penalty fees are imposed or not if you choose to rebook or request for a refund | Safeguard Cancellation Guarantee | Trip.com News | Call: +65 6818 2868 Email: en_flight@trip.com |
|
| Refund flights | ||||||
| Skyscanner | Rebook flights | Booked from partner Get help from the provider | – | Coronavirus Updates | Online Form: Contact us |
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| Refund flights | Booked with Skyscanner Find my Skyscanner booking |
Can I Still Claim a Refund If I’ve Used Part of My Flight?
Let’s say you’re travelling from Singapore to Tokyo, Japan.
And your first leg is a stopover in Taipei.
Will the airline still refund you for a partially used ticket?
In most cases, yes.
But only for the unused itinerary of your flight ticket.
Especially if it’s due to travel restrictions or cancellations implemented by the destination country.
However, if you’ve already made it to Tokyo and find yourself facing travel restrictions that do not allow you to enter the country…
Chances are, you won’t be able to ask for a refund since the flight has already been completed.
If you’re unsure, always check with the airlines for their most updated travel waiver policy to see what you can or cannot do.
So… Is It Still Safe to Fly?
Most airlines have issued notices assuring passengers that the cleanliness of their aircraft is of the utmost importance.
Many have made reviews and changes to their cleaning programmes including:
- Increasing cleaning and audit inspections
- Using disinfectant and sanitisers after every flight to clean hard surfaces in cabins and lavatories
- Fitting cabins with HEPA filters to remove particulate and bacterial contamination
So if you HAVE to fly, it is still safe to do so.
That being said, most governments and companies have issued statements recommending people to delay non-essential travel.
In fact, the Ministry of Health (MOH) has advised Singaporeans to defer all travel abroad.
FYI: all Singaporeans, permanent residents, long-term pass holders and short-term visitors entering Singapore from 20 Mar 2020, 11:59pm onwards, will be issued a 14-day stay-home notice (SHN).
Meaning if you don’t need to travel now… then just wait lah…
Did You Manage to Get A Travel Refund?
If you’ve managed to get a travel refund because of COVID-19, why not share your experience with the Seedly Community?
This way you can help your fellow travellers make the right decision and hopefully be able to help them save some money on their flight bookings!
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