Issued 30 December 2021

We continue to monitor the Covid-19 situation very carefully, including the latest guidance from the World Health Organization (WHO) and the Foreign and Commonwealth Office (FCO), as well as any new entry or quarantine restrictions implemented by the countries we fly to. 

Changes vs Flexibility Policy issued on 21 Dec 2021

  • Updated policy to allow for all travel to be completed by 31 Dec 2023 for all existing and future bookings
  • Updated policy on original travel by 31 Dec 2022

This policy is to allow customers more flexibility in addition to original fares rules

Cancellations, refunds and downgrades are subject to the original fare rules, unless permitted by this policy – whichever is the most flexible.‘All travel’ must include all outbound AND inbound travel dates

Total Selling Price (TSP) - Includes all fare, YQ, taxes and surcharges when re-calculation is require

This policy applies to all VS/VS* bookings, including unticketed, regardless of ticket type and includes fares that are usually non-changeable

Where fare difference is charged, it should be calculated including all taxes/charges (Total Selling Price). For all of the attached guidance, fare and adcol refer to TSP

Where the passenger wishes to upgrade cabin, fare difference should be charged

Part travelled rebooking is permitted to an earlier date and minimum/maximum stay restrictions will be waived

Itineraries that include connections to or from other airlines, may be rebooked to travel in the same booking class, or, if original booking class isn’t available, re-book in the lowest available class in the same cabin.  No change fee will be charged however additional collection must be calculated at TSP

Rebooking onto an alternative connecting carrier will be subject to the fare rules as per CAT4 flight application.  No change fee will be charged however additional collection must be calculated at TSP

Where a change to outbound date occurs, return date may be changed to protect the original length of the trip within the permitted travel period

For bookings made on/before 11 Mar 20, refunds are allowed if customer is unable to travel due to an ‘event beyond their control’ e.g. national lockdowns (see Refunds section for details)

For passengers with flights which are still scheduled to operate

 Flights are still operating

 Bookings from

03 Mar 21

 Bookings until

Until further notice

 Original travel by

31 Dec 22

 New travel must be   completed by

31 Dec 23

 Change fees

Waived - unlimited date/flight changes

1 x name change (free of charge)

 Fare difference

Fare difference applies with no refund if new fare is lower.

 Change of Origin or   Destination

Change fees are waived.

Fare difference applies with no refund if new fare is lower.

 Refund

No refund.

No refund on fare difference.

Open tickets are allowed.

No refund on residual value of open tickets.

 

Update the SI field with the following information:

SI CHANGES PER COVID19 30DEC21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 30DEC21

Tickets must be re-issued on / before revised travel date

For passengers with flights which are still scheduled to operate:

 Flights are still operating

 Bookings from

06 Feb 21

 Bookings until

02 Mar 21

 Original travel by

31 Dec 22

 New travel must be   completed by

31 Dec 23

 Change fees

Waived - unlimited date/flight changes

1 x name change (free of charge)

 Fare difference

Waived if all travel is completed

by 31 May 21

For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower.

 Change of Origin or   Destination

Change fees are waived.

Fare difference is waived if all travel is completed by 31 May 21.

For travel from 01 Jun 21, fare difference applies with no refund if new fare is lower.

 Refund

No refund.

No refund on fare difference.

Open tickets are allowed.

No refund on residual value of open tickets.

 

Update the SI field with the following information:

SI CHANGES PER COVID19 06MAY21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 06MAY21

Tickets must be re-issued on / before revised travel date

For passengers with flights which are still scheduled to operate

 Flights are still operating

 Bookings from

05 Dec 20

 Bookings until

05 Feb 21

 Original travel by

31 Dec 22

 New travel must   be completed by

31 Dec 23

 Change fees

Waived for 2 x date/flight changes

1 x name change (free of charge)

 Fare difference

Waived if all travel is completed by 31 May 21

For travel between 01 Jun 21 & 31 Dec 2022, fare difference is waived if within; £60 for Economy, £120 for Premium & £350 for Upper

For travel from 01 Jan 2023 and completed by 30 Apr 23; fare difference applies

 Change of Origin   or Destination

Change fees as per above.

Fare difference is waived if all travel is completed by 31 May 21.

For travel from 01 Jun 21, fare difference apply.

 Refund

No refund.

No refund on fare difference.

Open tickets are allowed.

No refund on residual value of open tickets.

 

Update the SI field with the following information:

SI CHANGES PER COVID19 06MAY21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 06MAY21

Or if TSP waive -

Update the SI field with the following information

            SI VS PER COVID19 GBPXXX SIT 06MAY21

Please reissue tickets to include endorsement:

            PER COVID19 GBPXXX SIT 06MAY21

Tickets must be re-issued on / before revised travel date

For passengers with flights which are still scheduled to operate

 Flights are still operating

 Bookings from

Before 12 Jun 20

 Bookings until

4 Dec 20

 Original travel by

31 Dec 22

 New travel must be   completed by

31 Dec 23

 Change fees

Waived for:

2 x date or flight change

1 x name change (free of charge)

 Fare difference

Waived if all travel is completed

by 31 May 21

For travel between:

01 Jun 21 until 31 Dec 22:
Fare difference is waived if within
£60 for Economy
£120 for Premium
£350 for Upper

For travel from 01 Jan 2023 and completed by 30 Apr 23:
Fare difference applies

 Change of Origin or   Destination

Change fees as per above.

Fare difference is waived if all travel is completed by 31 May 21. For travel from 01 Jun 21, fare difference apply.

 Refund

No refund

Open tickets are allowed

Refund on fare difference is allowed

 

Update the SI field with the following information:

SI CHANGES PER COVID19 06MAY21

Please reissue tickets to include endorsement:

CHANGES PER COVID19 06MAY21

Or if TSP waive -

Update the SI field with the following information

            SI VS PER COVID19 GBPXXX SIT 06MAY21

Please reissue tickets to include endorsement:

            PER COVID19 GBPXXX SIT 06MAY21

Tickets must be re-issued on / before revised travel date

For passengers with flights which are still scheduled to operate

 Flights are still operating

 Bookings from

Before 11 Jun 20

 Bookings until

11 Jun 20

 Original travel by

31 Dec 22

 New travel must be   completed by

31 Dec 23

 Change fees

Waived for:

1 x date or flight change

1 x name change (free of charge)

 Fare difference

Waived if all travel is completed

by 31 May 21

For travel between:

01 Jun 21 until 31 Dec 22:
Fare difference is waived if within
£60 for Economy
£120 for Premium
£350 for Upper

For travel from 01 Jan 2023 and completed by 30 Apr 23:
Fare difference applies

 Change of Origin or   Destination

Change fees as per above.

Fare difference is waived if all travel is completed by 31 May 21. For travel from 01 Jun 21, fare difference apply.

 Refund

No refund.

No refund on fare difference.

Open tickets are allowed.

No refund on residual value of open tickets.

 

Update the SI field with the following information:

SI CHANGES PER COVID19 06MAY21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 06MAY21

Or if TSP waive -

Update the SI field with the following information

            SI VS PER COVID19 GBPXXX SIT 06MAY21

Please reissue tickets to include endorsement:

            PER COVID19 GBPXXX SIT 06MAY21

Tickets must be re-issued on / before revised travel date

 

Applicable to customers whose flights have been impacted by

  • A flight cancellation
  • A change of three hours or more
  • A change that causes a misconnection on a through ticket

Rebook using the same booking class in the same cabin. If the same booking class is not available, please book into lowest available booking class in the same cabin

Route suspension: re-route onto other VS/VS* services in the same booking class or in the same cabin if the same booking class is not available. Changes fees and fare difference charges are waived

No refund if customer accepts rebooking option or Open Ticket, see ‘Open Tickets' below

For customers impacted by a VS flight cancellation, where VS/VS* is not available as a reprotection option, please refer to our Flight Disruption section here

For all other additional standard schedule changes including time changes under three hours, please refer to our schedule change policy here

 Bookings from

Any

 Bookings until

Until Further Notice

 Original travel by

Until Further Notice

 New travel must   be completed by

31 Dec 23

 Change fees

Waived - unlimited date/flight changes

1 x name change (free of charge)

 Fare difference

Waived – rebook onto any available VS/VS* flights in the same cabin

 Change of Origin   or Destination

Change fees are waived.

Fare difference applies.

Refund allowed on residual value.

 Refund

Refund is allowed.

Open tickets are allowed.

Use value of original ticket towards a new ticket is allowed.

 

Update the SI field with the following information:

SI CHANGES PER COVID19 30DEC21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 30DEC21

Customers travelling on a direct VS/VS* service may re-route to the same destination via a VS/VS* connection, or if travelling via a VS/VS* may rebook on direct service,  subject to seats being available in the same cabin, and departure dates being within the permitted rebooking period. 

Customers wishing to travel to the same destination via a different departure airport.  Subject to seats being available in the same cabin and departure dates are within the permitted rebooking period, however any additional travel cost will be the responsibility of the customer

Customers wishing to travel from/to an alternative destination on a VS/VS* service may be subject to TSP but will not be charged any change fee provided new travel dates are within the permitted travel period.

Rebook travel in the same booking class, or; If original booking class isn’t available, re-book in the lowest available class in the same cabin. No change fee will be charged, however TSP may apply, please refer to the applicable table as per ticketed date

For details of re-routing onto AF, KL or DL please check here for class mapping information.

Should your customers be unsure of their new travel dates they can rebook up to and including 31 Dec 2023.

  • Cancel the original booking prior to the departure of their first flight, ensure the customers retain their E-ticket number for future rebooking.
  •  Should the original documentation become lost or mislaid please get in touch with the customer name, flight number and original date of travel, however we cannot guarantee that the original ticket number can be retrieved.
  • Ensure all Open Ticket T&C’s have been explained and accepted by the customer

Open Ticket T&Cs:

  • Your customers Open Ticket value can be used as a credit towards their future travel until 31 Dec 2023.  All flights booked using your customers Open Ticket must completed by 31 Dec 2023.
  • Customers opting for ‘Open Ticket’ are accepting a credit for future travel which will waive all previous T&Cs of the original ticket. This will result in the whole value of the ‘Open Ticket’ being non-refundable.
  • If your customer have opted to receive an Open Ticket following a cancelled flight, and they don’t use the whole value of the Open Ticket when making a new booking, they are entitled to a cash refund of the residual value.
  • If your customer has opted for an Open Ticket for any other reason, the residual value will be non-refundable. 
  • If the new TSP is greater than the Open Ticket value, the difference in TSP must be paid.

When your customers provide new travel dates:

  • Create a new PNR.  Change fees and TSP as per rebooking policies above. 
  • Reissue the original ticket/s to the new PNR collecting all TSP where applicable

Update the SI field with the following information:

SI CHANGES PER COVID19 30DEC21

Please reissue tickets to include endorsement:

 CHANGES PER COVID19 30DEC21

Tickets must be issued on/before revised travel date.

Replacement customers are permitted per ticket within a PNR. When the customers provide the new name follow the steps below.

Any corrections made outside of the policy will be subject to ADM as part of the audit process.

 

For VS/VS* Itineraries

Replace original customer name with the new customer details within your original PNR

Reissue ticket using original fare in the new customer name

Update the SI field with the following information:

SI VS REPLACEMENT PAX DUE TO COVID19 06MAY21

 

For itineraries with other airlines included

Create a new PNR for the replacement customer using a fare valid at time of creation

Refund original ticket which will be credited to original form of payment

Update the SI field with the following information

SI VS REPLACEMENT PAX DUE TO COVID19 06MAY21

SI VS REFUND NEW TKN 932 XXXXXX

New ticket must be issued, and original ticket refunded on/before revised travel date.

General Guidelines

 

No Refund unless fare rules allow

No Changes unless fare rules allow

Unless customers are affected by ‘events beyond control’ (see below)

 

Definition of ‘events beyond your control’

National or local lockdowns

Positive COVID-19 tests and instructed to self-isolate by the NHS or local health authorities

Unable to board return flight due to requiring to quarantine at destination

Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa)

Refunds permitted should one of the following apply:

1. A flight cancellation

Update the SI field with the following information:

SI REFUND PER COVID 19 SIT 06MAY2021

 

2. Customers impacted by an event beyond their control, for bookings made on or before 11th of March 2020

Update the SI field with the following information:

SI REFUND DUE NAT LOCKDOWN DDMMYY

Definition of ‘events beyond your control’

  • National or local lockdowns
  • Positive COVID-19 tests and instructed to self-isolate by the NHS or local health authorities
  • Unable to board return flight due to requiring to quarantine at destination
  • Governmental restrictions and requirements (travel ban and/or cancellation of a travel visa).

Customers who booked on/before 11 Mar 20 should be allowed a refund if impacted by governmental travel restrictions. 

Customers are eligible for a refund if their flight was/is still operating during these UK national lockdown periods (inclusive):

  • 17th March – 10th May 2020
  • 5th Nov – 1st December 2020
  • 4th Jan – 19th July 2021 (this date is subject to change)

Customers may also request a refund if a national lockdown was in place at their arrival destination

Original Booked Date - Bookings made up to and including 11th March 2020

Customers whose original booking date was on or before 11th March 2020 can request a refund if they were unable to travel due to an event beyond their control such as a National Lockdown, see above.

Original ticket has been reissued

Customers booked on or before 11th March 2020 that have since changed their travel plans, resulting in a new ticket issue date, will still be entitled to a refund

Refunds must be processed via GDS please refer to our refunds policy click here