Airline coronavirus change and cancellation policies: A complete list of major carriers

Apr 17, 2020

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Editor’s note: This post, first published in March, is regularly updated with new information.  


Airlines have been reeling as the coronavirus pandemic has spread across the globe. They have slashed schedules, laid off staff and some have temporarily suspended operations altogether as passenger numbers have slowed to a trickle.

Nearly all have waived fees and are offering flexible rebooking options. But, for cancellations, some airlines have made it more difficult than others to receive refunds instead of vouchers. That back-and-forth is still playing out in the U.S., with several senators even weighing in on the subject. Meanwhile, European flights are subject to EU rules that are generally very passenger friendly when it comes to compensation for delays and cancellations. Customers with flights to, from or within Europe should be aware of those rules.

More: Why you should think twice before accepting an airline voucher — even with a bonus

For those booking future trips, using miles is always a great hedge against uncertainty and often cheaper than travel insurance. Those with the top elite status can typically redeposit miles without any cost within a few days of their travel dates. While not cheap, those fees can be much less than the fees for changes to cash bookings.

Related: Are UK airlines waiving cancellation or change fees for award bookings?

Whether you had an international trip in the books or just a domestic jaunt ahead, here’s what you’ll need to know right now about cancelling or postponing your travels.

Visit TPG’s guide to all coronavirus news and updates

Airline Change/Cancellation Policies

In This Post

British Airways

Already-booked trips: Travellers can change a flight destination, date of travel or both without incurring a change fee on existing bookings that depart on or before 31 May 2020. If your travel does not fall within these dates, standard rebooking policies apply.

Travellers who have cancelled their own flights or who have already begun their trips are not eligible for vouchers. 

If you aren’t prepared to rebook your flight yet, fill out the online voucher form to request a non-transferrable travel voucher valid for one year from the original departure date. BA representatives will cancel the booking at no charge and email you when the voucher is disbursed.

Travellers will not receive a confirmation message until the voucher is sent, which can take up to seven days. The voucher can be used as payment for a future booking to any destination on any chosen dates. Travellers are responsible for any fare difference; if the new flight is cheaper than the original, the remaining value of the voucher will be applied to a new voucher.

Flights purchased through a third party must be resolved by the agency.

British Airways will not offer cancellations or full refunds unless your ticket’s fare rules allow. However, you can always try negotiating a refund with customer service or disputing the charge with your credit card. 

Award tickets: Canceled award flights will also get a voucher which can then be used to book another reward flight in the future. The airline may charge additional Avios, taxes, fees between the existing booking and new booking.

Future travel: Travelers can change a flight destination, date of travel, or both without incurring a change fee on all tickets booked between 3 March and 31 May 2020 for travel through 31 December 2020.

For more information: Additional details and the online voucher form can be found here. Due to high call volumes, customers are asked to not reach out to British Airways customer service unless their flight departs in less than 72 hours. 

Virgin Atlantic

Already-booked trips (booked after 11 March 2020 for travel through 31 December 2020): Travel that falls between now through 30 June 2020 can be rebooked through 30 April 2021, subject to availability, with no change fee and no difference in fare. Alternatively, you can reroute your travel to, from or via another destination up to 30 April 2021. 

Rebooked flights that begin on or after 1 July 2020 will be subject to availability and any difference in fare. All travel must be completed by 30 April 2021. The change fee will be waived for one change. 

Travel booked before 19 March 2020, is not subject to change fee or fare differences if you complete travel by 30 June 2020. You can also choose to re-route on a Virgin Atlantic or Virgin Atlantic Codeshare flight to or from your original destination, or rebook to or from another destination.

If you’ve already used part of your ticket, please fill out the away from home form.

If you’re unsure of your new travel dates, Virgin Atlantic says it will keep your ticket open until you’re ready to rebook. You’ll just need to make sure you rebook and travel by 30 April 2021, for no fee. However, your new flights will be subject to availability and any fare difference. (Complete the keep ticket open form here.)

Flights booked through Virgin Holidays or through another website or travel agent must be resolved by the third party.

Already-booked trips (booked before 11 March 2020, for travel through 31 May 2020): If your trip has been cancelled, you can rebook your travel up to 30 April 2021, subject to availability, with no change fee and no difference in fare. Alternatively, you can reroute your travel to, from or via another destination up to 30 April 2021. All flights are subject to availability and any difference in the fare. The change fee will be waived for one change. 

If you’ve already used part of your ticket, please fill out the away from home form.

If you’re unsure of your new travel dates, Virgin Atlantic will keep your ticket open until you’re ready to rebook. You’ll just need to make sure you rebook and travel by 30 April 2021 for no fee. However, your new flights will be subject to availability and any fare difference. (Complete the keep ticket open form here.)

Flights booked through Virgin Holidays, or through another website or travel agent, must be resolved by the third party.

Award tickets: Virgin Atlantic has not published any guidance on how award tickets will be handled. Contact the airline directly for cancellations, reschedules and changes.

Future travel: New bookings that depart before 30 June 2020 can be rebooked through 30 April 2021, subject to availability, with no change fee and no difference in fare. Alternatively, you can reroute your travel to, from or via another destination up to 30 April 2021. 

Rebooked flights that begin on or after 1 July 2020, will be subject to availability and any difference in fare with your new travel dates. All travel must be completed by 30 April 2021. The change fee will be waived for one change. 

For more information: View Virgin Atlantic’s full policies here. 

US AIRLINES

Allegiant

Already-booked trips: Allegiant is allowing customers a one-time change to their travel plans without incurring change or cancellation fees. Customers get a voucher for any trip, valid for up to one year from the original travel date. If the airline cancels the flight — which is likely in the coming weeks — customers can request a voucher or a full refund to their credit card. 

Award tickets: N/A

Future travel: As with already-booked tickets, Allegiant is allowing customers a one-time change to their travel plans without incurring change or cancellation fees. Passengers cannot get a cash refund. The value of the ticket is only good for one year from the purchase date. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Allegiant policy here.

Alaska

Already-booked trips (booked after 26 February): Customers with plans to travel through 30 April 2021 may cancel or change their itineraries for no fee, as long as the new travel takes within a year of the original travel date. Those who purchased “Saver” fares do not qualify for itinerary changes, but can cancel their trip and receive a credit for the value of the ticket. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Already-booked trips (booked on or before 26 February): Customers who booked tickets to travel between 9 March and 31 May may cancel or rebook their itineraries for no fee, as long as the new travel occurs by 28 February 2021. Those who purchased “Saver” fares do not qualify for itinerary changes, but can cancel their travel and receive a voucher for the value of the ticket. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Award tickets: Guests can make no-fee changes to their award tickets on Alaska in line with the other waivers. Customers who cancel their award tickets will have their miles redeposited for no fee, and the airline will refund the charges for taxes and fees as well. 

Future travel: Any tickets purchased through 31 May 2020 for travel until 30 April 2021 can be cancelled or changed without any fees. Passengers cannot get a cash refund. New travel must take within a year of the original itinerary. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Alaska policy here.

American

Already-booked trips (booked before 7 April): Customers who booked tickets for travel through 30 September can cancel or change their itinerary for no fee. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card. Those who choose to cancel a flight that is still operating will be issued a credit, valid through 31 December 2021.

Award tickets: American is letting customers redeposit their miles without the normal $75-per-ticket fee for travel through 31 May 2020.

Future travel: Any tickets purchased through 31 May 2020 can be cancelled or changed without any fees. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full American policy here.

Delta

Already-booked trips (booked on or after 1 March): Customers may cancel or rebook their itineraries for no fee, so long as the changes are made by 31 December 2020. Those who are not sure when they wish to travel will receive a voucher for the value of their ticket, valid for up to two years. Existing vouchers can also be extended through 31 May 2022. If the airline cancels the flight — which is likely in the coming weeks — customers will be issued a voucher for the value of their ticket, and some passengers may qualify for a cash refund. 

Already-booked trips (booked before March 1): Customers who booked tickets for travel through 31 May can cancel or change their itinerary for no fee. Those who are not sure when they wish to travel will receive a voucher for the value of their ticket, valid for up to two years. Existing vouchers can also be extended through 31 May 2022. If the airline cancels the flight — which is likely in the coming weeks — customers will be issued a voucher for the value of their ticket, and some passengers may qualify for a cash refund. 

Award tickets: Delta is waiving mile redeposit fees for any award flights that qualify under the listed change waivers. 

Future travel: Any tickets purchased through 31 May 2020 can be cancelled or changed for up to a year from the date of purchase without any fees. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Delta policy here.

Frontier

Already-booked trips (booked on or after 10 March): Customers may cancel or rebook their itineraries for no fee. The new, changed itinerary must be completed by 9 November 2020. Customers who cancel their flight will receive a voucher for the value of their ticket that is valid for 90 days from the day they cancel. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Already-booked trips (booked before 10 March): Customers may cancel or rebook their itineraries for no fee. The new, changed itinerary must be completed by 9 November 2020. Customers who cancel their flight will receive a voucher for the value of their ticket that is valid for 90 days from the day they cancel. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Award tickets: Frontier is letting customers redeposit their miles for no fee. 

Future travel: As with existing reservations, any tickets purchased through 15 April 2020 can be cancelled or changed without any fees. The new, changed itinerary must be completed by 9 November 2020. Customers who cancel their flight will receive a voucher for the value of their ticket that is valid for 90 days from the day they cancel. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Frontier policy here.

Hawaiian

Already-booked trips (booked on or after 1 March): Customers may cancel or change their itineraries for no fee, as long as the change is made within one year of the original purchase date. Those who choose to cancel will be issued a voucher valid for up to one year from the original ticket purchase date. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Already-booked trips (booked before 1 March): Customers may change or cancel their itineraries for no fee. The new, changed itinerary must begin on or before 31 December 2020. Tickets must be changed no later than 31 December 2020 or one year from the original ticket purchase date, whichever is later. If the ticket expiration date occurs prior to 31 December 2020, a one-time extension can be applied for no fee, giving the ticket an extra 12 months of validity. Those who choose to cancel will be issued a voucher valid for up to one year from the original ticket purchase date. If the airline cancels the flight — which is likely in the coming weeks — customers can request a full refund to their credit card.

Award tickets: Hawaiian is waiving the mile redeposit fee on cancelled award flights. 

Future travel: As with existing reservations, any tickets purchased through the end of May 2020 can be changed for up to a year from the original purchase date without any fees. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Hawaiian policy here.

JetBlue

Already-booked trips: Customers may cancel or change their itineraries for travel through 31 May for no fee. The new, changed itinerary must happen by 24 October 2020. Those who cancel their tickets will receive a travel credit for the value of their ticket, valid for 18 months from the cancellation date.

Award tickets: TPG has reached out to JetBlue for information about how it is handling award tickets under its waiver policies and will update this post when the airline responds.

Future travel: Customers can change or cancel tickets booked through 30 April, for travel through 24 October for no fee.  If passengers rebook flights, they may have to pay the difference in fare between the original ticket and the new price. Cancellations and changes to lower-fare tickets will result in the issuance of a travel credit valid for 18 months from the date it is issued.

For more information: See the full JetBlue policy here.

Southwest

Southwest has a long-standing policy of not charging change or cancellation fees, but it has adjusted its policies slightly in response to the coronavirus outbreak.

Already-booked trips: Customers may cancel or change their itinerary for no fee. Those who purchased a nonrefundable ticket will be issued a travel credit. Those are generally valid for one year, but Southwest has extended the validity for any existing travel credits that were originally set to expire between 1 March and 31 May to 30 June 2020. Any new credits issued between 1 March and 31 May 2020 will remain valid through 30 June 2021. Existing bookings for travel through the end of April can be changed for up to 60 days from the original travel date and no fare difference will be applied. 

Award tickets: Southwest does not charge a redeposit fee for points on cancelled award itineraries.

Future travel: As with already-booked trips, any new credits issued for changed or cancelled itineraries between 1 March and 31 May 2020 will remain valid through 30 June 2021. New bookings for travel through the end of April can be changed for up to 60 days from the original travel date and no fare difference will be applied. 

For more information: See the full Southwest policy here.

Spirit

Already-booked trips: Customers may cancel or change their itinerary for no fee, but Spirit is encouraging all passengers to cancel affected itineraries. Those who do will be issued a travel credit valid for six months from the date it is issued. Passengers who change their itineraries without cancelling first will be responsible to pay a fare difference, or will be issued a credit for the difference if the new itinerary costs less than the original one. The airline said the credits should be confirmed within seven days of the initial cancellation request. If the airline cancels the flight — which is likely in the coming weeks — affected customers qualify for a refund to their credit card. 

Award tickets: Spirit is waiving redeposit fees on cancelled award itineraries. 

Future travel: As with already-booked trips, new itineraries will be protected by Spirit’s waivers. The airline is encouraging all passengers to cancel itineraries they wish to change. Those who do will be issued a travel credit, valid for six months from the date it is issued. The airline said the credits should be confirmed within seven days of the initial cancellation request. Those who change their itineraries without cancelling first will be responsible to pay a fare difference, or will be issued a credit for the difference if the new itinerary costs less than the original one. 

For more information: See the full Spirit policy here.

United

Already-booked trips (booked after 2 March): Customers may cancel or rebook their itineraries for no fee, so long as the changes are made by 31 December 2020. If the airline cancels the flight — which is likely in the coming weeks — and travellers cannot be rebooked to a new itinerary that gets them to their destination within six hours of their original arrival time, those customers can request a full refund to their credit card.

Already-booked trips (booked on or before 2 March): Customers who booked tickets for travel through 31 May can cancel or change their itinerary for no fee. The new ticket must be issued by 31 December 2020 or 12 months from the original ticket date, whichever is sooner. Those who choose to cancel will be issued a credit for future travel. If the airline cancels the flight — which is likely in the coming weeks — and those customers cannot be rebooked to a new itinerary that gets them to their destination within six hours of their original arrival time, those customers can request a full refund to their credit card.

All already-booked trips for travel through the end of the year may also be changed or cancelled by 30 April for no fee. Cancelled itineraries will be refunded with a waiver, valid for 24 months from the date of issue.

Award tickets: United is waiving the mile redeposit fee for cancelled award flights set to depart before 31 May. 

Future travel: Any tickets purchased through 30 April 2020 can be cancelled or changed without any fees. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price, and they will not be issued a credit or refund if the new itinerary costs less than the original booking. Credits on cancellations are valid for 12 months from the original ticket date.

For more information: See the full United policy here. 

INTERNATIONAL AIRLINES

Air Canada

Already-booked trips: Customers may cancel or rebook their itineraries for no fee, as long as the new itinerary takes place by 30 April 2021. Those who choose to cancel their trip will receive a credit for future travel, valid through 30 April 2021. If the airline cancels the flight — which is likely in the coming weeks — customers qualify for a travel credit.

Award tickets: Air Canada is waiving the mile redeposit fee through 30 April for cancelled award flights for any date on the carrier or on partner airlines booked via Aeroplan.

Future travel: As with existing itineraries, any tickets purchased through 30 April 2020 can be cancelled or changed without any fees. Passengers cannot get a cash refund. If passengers rebook flights, they will have to pay the difference in fare between the original ticket and the new price.

For more information: See the full Air Canada policy here.

Air France

Already-booked trips: Customers may cancel or rebook their itineraries for travel before 31 May for no fee, as long as the new itinerary begins on or before 30 November 2020. Those who choose to cancel their trip will receive a credit for future travel, valid for one year. If the airline cancels the flight — which is likely in the coming weeks — customers will receive a travel voucher valid for one year. The voucher becomes refundable if not used within a year. 

Award tickets: Air France is waiving penalties on cancelled award tickets. 

Future travel: Air France is not currently issuing protections on new bookings because the airline is operating such a limited schedule.

For more information: See the full Air France policy here.

All Nippon Airways (ANA)

Japan has closed its borders to nonresidents for the time being, so most travellers will not be able to enter the country. (The 2020 Tokyo Olympics have also been postponed to July/August 2021.) 

Tickets purchased at the airline ticketing counter can only be updated through the ANA customer service centre. Tickets purchased through a third-party travel agency can only be resolved by the agency.

Already-booked trips (domestic): If you purchased your intra-Japan ticket before 19 March 2020 for a departure date between 6 and 28 April, you are eligible for a refund at no charge.

You can change your flights or request a refund via the ANA website. The airline is asking passengers to complete all relevant updates within 10 days of their scheduled departure date. ANA’s says its customer service department is very busy right now, and is asking that passengers with an itinerary set for mid-April or later wait to reach out to the airline by phone.

Already-booked trips (international): If you have an international ANA flight through 30 June, you are eligible for one no-fee schedule change, although you will be on the hook for any fare difference. The full list of applicable dates can be found here

You can change your flights or request a refund via the ANA website at no charge. Passengers are asked to complete all relevant schedule changes within 10 days of their scheduled departure date, or request a refund through the site up until 24 hours before departure time. Again, ANA is asking that if your itinerary takes place in mid-April or later, avoid contacting the airline by phone now if possible.

For international flight tickets, refunds can be requested up to one year and 30 days after the travel start date (or issue date, if prior to travel).

As of now, ANA does not yet have a policy in place for cancelled Olympics travel. 

Award tickets: Impacted award flights will not incur a cancellation fee for redepositing miles to an account.

Future travel: As of yet, ANA has not released any travel waivers for future travel bookings. 

For more information: ANA’s full policy can be viewed here. Note that passengers who have purchased a paid service such as Paid Exclusive Dining will lose the purchase if they cancel their flight. Service fees for unused flight sectors will be refunded. ANA will email you a refund statement once your request has been processed.

Cathay Pacific

Cathay Pacific is waiving cancellation and no-show fees for all bookings impacted by the coronavirus outbreak. 

Already-booked trips (booked after 9 March 2020): Cathay is offering free, unlimited changes for new travel booked between 9 March and 20 April 2020. Travel must be completed by 28 February 2021.

Already-booked trips (booked before 23 March 2020): The airline is offering full refunds for flights to any destination that were booked before 23 March for travel between 17 March and 31 May 2020. 

If you do not wish to cancel your flight, you can rebook or reroute your ticket without change fees through 10 December 2020, although you are responsible for paying any fare difference. You can also request a refund by through your booking page here. Flights purchased through a third party must be resolved through the travel agency. Vantage Pass, Student Fares and Senior Fares ticket holders can seek a refund through the airline’s customer service team.

Award tickets: If you booked an award flight that’s more than five days out, contact Asia Miles through this online form to cancel your booking. If your travel begins in five days or less, reach out to AsiaMiles via live chat.

Award flight refund requests must be made by 31 May 2020, for worldwide travel on partner airlines through 31 May 2020. The new travel must begin by 10 December 2020, and is subject to flight availability. 

Future travel: Cathay allows free, unlimited changes for new travel booked between 9 March and 20 April 2020. Travel must be completed by 28 February 2021.

For more information: Cathay’s complete policy list can be found here.

Emirates

Already-booked trips (booked before 31 May): All customers with tickets impacted by travel bans, travel advisories, quarantine requirements, mandatory lockdowns and flight cancellations can request a travel voucher valid for 12 months from the date of issue.  The voucher can be extended for an additional year if needed, and is not subject to any change fees. 

Travellers with flights departing by 30 June 2020, can also rebook their flights to any Emirates destination within the same region without a rebooking fee or paying any fare difference.

Finally, travellers can choose to keep their ticket as-is, and Emirates will extend its validity to 24 months from the date of original booking. The fare amount you paid for your original booking will be accepted for any flight to the same destination or region* at any time, with no fees during this period. You don’t have to do anything; just call Emirates when you’re ready to reschedule your flight.

*The Emirates regions are:

  • Africa
  • Australasia
  • Europe
  • the Far East
  • the Gulf, Middle East and Iran
  • Indian Ocean Islands
  • North America
  • South America
  • West Asia

Travellers who booked through a travel agency must contact their agency for all changes or cancellations.

If you would like to proceed with a refund instead of requesting the voucher, also submit your request on the travel voucher / refund page. Your refund will be subject to charges according to the fare conditions applicable on your original booking. Emirates says it is experiencing “severe delays” in processing times. 

Award tickets: Award flights are subject to the same refund or reschedule policy. Changes can be requested on the travel voucher/refunds page.

Future travel: Emirates has suspended all flights for the time being.

For more information: The full list of its COVID-19 policies can be found here.  

Etihad

All Etihad flights to, from and passing through Abu Dhabi have been suspended for the time being.

Already-booked trips: You can change your travel plans for flights booked through 30 June 2020 without incurring change fees, although Etihad typically does not charge change fees on most flights when you change or cancel your booking online.  You can even change your final destination within a specified zone, and can also make more than one change to your booking. You are responsible for any fare differences.

Alternatively, you can request the value of your existing flight as credit toward your next trip, which must be booked before 30 September 2020, for travel through 31 July 2021. Etihad is offering up to 5,000 bonus Guest Miles for travellers who opt for credit with the airline. 

The airline does not appear to offer a cash refund option, although you can always request one through customer service, or dispute the charge with your credit card.

Award tickets: Contact the Etihad Guest team to avoid the usual AED 100 fee (£22) on award redemption changes or cancellations. GuestSeats and OpenSeats are fully refundable. 

Future travel: Etihad has suspended all flights for the time being. 

For more information: Etihad’s full policy can be found here, and the rebooking guide can be found here

Japan Airlines (JAL)

Japan has closed its borders to nonresidents for the time being, so most travellers will not be able to enter the country. (The 2020 Tokyo Olympics have also been postponed to July/August 2021.)

In response, JAL will issue refunds for all eligible flights without charging any change or cancellation fees. 

Already-booked trips: Tickets issued by Japan Airlines starting with “131” and departing between 28 February and 30 April are eligible for a no-fee reservation change or refund. Any ticketing service fees paid at the time of ticket purchase are not refundable.

Any travellers who are turned away upon arrival into Japan for immigration restrictions are also eligible for no-fee changes or refunds.

You can request a refund for eligible tickets directly through the JAL refund page up to 11:59 p.m on the day before flight departure. After that, reach out directly to JAL’s customer service team, although note that wait times will be longer than usual. 

If your flight date has already passed, your refund request will be granted up to one year and 30 days after the beginning travel date. If your flight date has not yet passed, your refund request will be granted up to one year and 30 days from the date of your scheduled departure. 

Reservation changes can only be made once to a travel date through 30 June 2020. 

Flights purchased through travel agencies must be changed through the agency. 

Award tickets: JAL Mileage Bank award tickets can be booked up to 330 days in advance and can be changed or cancelled without penalty. JAL Mileage Bank miles and e JAL Points expiring between 29 February and 31 July 2020  will be credited back as e JAL Points that are valid for one year.

Future travel: Travellers with trips impacted by schedule changes and cancellations through 30 April are eligible for a full refund or fee-free change. As of yet, no waivers have been issued for travel booked during this time for dates in the future.

For more information: JAL’s full policy can be found here

KLM

Already-booked trips: Right now, you can make changes to affected travel through 30 September 2020, even if your original travel date has already passed. All ticket rebooking, reissuing or refunds must be completed by 30 September 2020. Rebooked travel must take place before 30 November 2020.

For flights scheduled for departure through 31 May 2020: If your flight was cancelled by KLM or you need to cancel your non-essential trip, KLM is offering refunds in the form of a travel voucher (apply here).  The nonrefundable travel voucher will have the value of your original ticket, is valid for one year from the date of issue and can be used on all Air France, KLM, Delta Air Lines, Virgin Atlantic and Kenya Airways flights. Travel does not have to take place within 2020.

Air France and KLM state that travellers can only receive vouchers for cancelled travel at this time and that refunds can be requested only if vouchers haven’t been used after 12 months. But if you prefer your money back, you are entitled to a cash refund under European law EU 261. You may need to get in touch with a customer representative to do so.

As with many airlines, KLM is experiencing very high volumes of customer service requests, so self-service is your best bet for quickly amending your flight plans. You can contact KLM via text, Facebook, Messenger or Twitter. Have your record locator and last name handy, but do not give out this information except via private messages.

Award tickets: Award flights for travel through 31 May can be cancelled for a full redeposit of miles. Penalty fees will be waived for eligible tickets, although ticketing fees are nonrefundable. 

If you want to reschedule an award flight on an Air France/KLM flight, you will be issued a new ticket with the same route, airline and booking class. For flights booked with other airline partners or in combination with Air France-KLM flights, you will be reissued a ticket with the same route, airline and booking class. If KLM is unable to reissue a ticket for the same route, airline and booking class, the airline will issue a new one upon your request.

Future travel: Flights booked by 31 May 2020, are eligible for KLM’s current no-fee change or cancellation policy.

For more information: KLM’s full policy can be found here.  

Lufthansa

Lufthansa Group airlines Lufthansa, SWISS, Austrian Airlines, Brussels Airlines and Air Dolomiti are offering extensive, flexible waiver policies. Due to high call volumes, people are asked to only reach out directly to customer service for travel within the next three days.

Already-booked trips: If your ticket was issued before or on 5 March with a travel date up to 30 April 2020, it can be rebooked for any date through 31 December 2020, and all rebooking fees will be waived. If you purchased a Light Fare, contact Lufthansa customer service.

A ticket issued before or on 12 March with a travel date up to 30 April 2020 can be cancelled without penalty without having to be rebooked immediately. The value of the flight will be issued as a voucher. You have until 1 June 2020, to decide the dates of your new trip, and must be completed by 31 December 2020. Lufthansa will also offer a discount of 50 euro on every rebooked flight that has an original value of more than 50 euro. 

To choose this option, get in touch with Lufthansa customer service.

Lufthansa has not specified how to request a refund, other than requesting one via the website (you must have a booked itinerary to do so). If you prefer your money back, you are entitled to a cash refund under European law EU 261. You may need to get in touch with a customer representative to do so. 

Award tickets: Lufthansa has not specified how award redemptions will be handled. Get in touch with Lufthansa customer service for more information.

Future travel: Book a new ticket anytime before 19 April 2020, and the airlines of the Lufthansa Group will waive the rebooking fees for all newly booked flights worldwide and offer a one-time rebooking, regardless of condition of the original booking fare purchased. You can rebook to a new travel date until 30 April 2021 without rebooking fees. Rebooking must be completed by 31 August 2020. 

If the original fare is no longer available, you must pay the fare difference for a new flight but you will receive a discount of up to 50 euro if the new travel date is on or before 31 December 2020.

For more information: Read Lufthansa’s full policy here

Related: Lufthansa grounds 700 aircraft in response to coronavirus outbreak

Qantas

All international Qantas and Jetstar flights are suspended through 31 May 2020.

Already-booked trips: If your flight has been canceled: Wait to hear from Qantas before changing your booking. The airline will contact anyone whose flight has been impacted over the coming days to discuss options. If your flight has not been cancelled: Customers with existing Qantas reservations through 31 July can cancel their flight and retain the value of their booking as a flight credit. Cancellations must be processed by 30 April 2020. This policy applies to all Qantas Group subsidiaries, including Jetstar, and all partner airlines.

Here’s what you need to know about the Qantas travel credit: 

  • Flight credit must be booked and travel completed by 31 December 2021
  • The change fee will be waived when you’re ready to book
  • You must pay any fare increase in your new booking
  • Flight credits can be used for travel on any domestic or international flights, for any travel dates available at the time of redemption.
  • If you already have a Qantas flight credit that was issued on or after 31 January 2020, the expiration date will automatically be extended. However, this will take a few weeks to update in the system.
  • The flight credit can only be used toward a fare of equal or higher value than the original fare you purchased. 
  • Any fees that applied to your original booking will apply at time of redeeming your flight credit. For example, if you purchased a Red e-Deal fare, the change fee will be charged when you redeem your flight credit. Make sure you check the fare conditions of your original booking to find out what fees will apply when you redeem your flight credit.

Flight credits cannot be used on bookings with a lower value than the credit voucher value; for upgrades or additional fares; or for around-the-world or Jetstar bookings. For multi-city bookings, contact your local Qantas office.

Travel booked through third-party agencies (OTAs) must be negotiated with the agency.

Award tickets: Qantas has not published any guidance on how award tickets will be handled. Contact the airline directly for cancellations, reschedules and changes.

Future travel: Tickets purchased for travel through 31 July 2020, can be extended to a future date, or the value exchanged for a voucher for the full value for future travel. You may also be able to cancel their booking and request a refund, although Qantas reserves the right to charge a change fee. 

For more information: Read Qantas’s full policy here. 

Qatar Airways

Travellers who are not Qatari nationals are not currently able to enter the country. Transit passengers are still permitted to pass through the Doha airport. 

Already-booked trips (issued anytime before 30 September 2020 for travel on or before the same date): All flights impacted by coronavirus-related changes can be rebooked to alternative dates or destinations. This includes new and existing bookings. Fees for booking changes will be waived if reservations are changed at least three days before departure. You are responsible for any difference in fare. 

Alternatively, you can opt to receive a voucher for future travel or request a refund.

If you booked your ticket through a travel agency, contact your travel agent to amend your booking, exchange your ticket for a future travel voucher or arrange for a refund. If you booked with Qatar directly, a travel voucher will be emailed to you automatically that is equal to the value of your unused ticket plus an additional 10%, excluding statutory taxes. The voucher is valid for one year from the date of issue. You can also request the voucher by going through the Qatar website and entering code COVID1052 in the comments

If you would prefer to re-book your tickets or arrange for a refund, reach out directly to the airline. 

Award tickets: Qatar has not published any guidance on how award tickets will be handled. Contact the airline directly for cancellations, reschedules and changes.

Future travel: All policies above encompass new tickets issued through 30 September 2020.

For more information: Read Qatar’s full policy here.

Singapore Airlines

Already-booked trips: Singapore Airlines is waiving all rebooking fees for tickets issued by 15 March 2020 for travel through 31 May 2020. Customers can cancel their existing flight itineraries, retain the value of their tickets and rebook their travel at a later date. The new flight itinerary must be completed by 31 March 2021.

The airline has also waived no-show fees for travel that was set to take place between 16-31 March  2020. If you decided not to travel but could not reach Singapore Airlines customer service before your travel date, your no-show fee will be waived when you rebook or change your ticket to open-dated. (To change your ticket to open-dated, use this online form.)

Due to high call volumes, the airline is asking passengers to not reach out directly unless their travel was set to take place within 72 hours. Flights booked through a third party agency must be resolved directly with the OTA.

The value of the unused portion of your ticket will be retained as a flight credit if your flight has been cancelled or if you postpone your travel. The credit will be valid until 31 March 2021. 

Award tickets: Singapore will waive rebooking or change fees for award redemption flights. These fees can range from $0-300, depending on the ticket class and change required.

Future travel: Change fees will be waived for all new Singapore Airlines and SilkAir tickets issued between now through 30 April 2020. Any rebooking fees will be waived, although a fare difference may apply. New travel must be completed by 31 March 2021.

For more information: Singapore’s full policy can be found here.

Virgin Australia

Non-Australians are no longer allowed in the country, even in transit. Bookings made through travel agencies must be resolved directly with the agent. 

Already-booked trips: If you hold a ticket for travel up to 30 June 2020, you can change your booking or cancel your booking and request a travel credit without incurring a change or cancellation fee.

Guests can change their flight to a later date and/or to a different destination without incurring a change fee. However, travellers will still have to pay any fare difference or applicable taxes if the same booking class and fare is not available on the date they wish to rebook.

If your departure is not within 48 hours and you no longer wish to travel, you may request a travel credit with no cancellation fee. The credit validity is based on your original ticket and will be included in your confirmation email upon request completion. The credit can be used for travel dates and destinations available in Virgin Australia’s network at the time of rebooking. 

Alternatively, if your fare type allows you to cancel your booking and receive a refund to your original form of payment, you can request a refund via “Manage Your Booking” on the Virgin Australia website or app.

Even if the airline will not permit you to request a refund, you can always try negotiating a refund with customer service or disputing the charge with your credit card. 

Award tickets: Virgin Australia has not published any guidance on how award tickets will be handled. Contact the airline directly for cancellations, reschedules and changes.

Future travel: No concessions are being offered at this time for travel beyond 30 June 2020. Normal fare rules and fees apply for travel plans that begin after 30 June 2020.

For more information: Read Virgin Australia’s full policies here

WestJet

All trans-border travel between Canada and the United States has been suspended until late April.

Already-booked trips (booked before 15 April 2020 for travel through May 2020): New and existing bookings that fall within the dates above are eligible for one no-fee change or cancellation, which must be requested at least two hours prior to departure. The value of the cancelled flight will be deposited as a credit in your customer Travel Bank. If you change your flight, the difference in fare applies. If the new fare is less, the difference will be returned as a Travel Bank credit.

If you booked through a third party, you will need to contact your travel agent to change or cancel.

WestJet is not processing refunds to your original form of payment at this time. However, you can always try negotiating a refund with customer service or disputing the charge with your credit card. 

Award tickets: WestJet has not published any guidance on how award tickets will be handled. Contact the airline directly for cancellations, reschedules and changes.

Future travel: All new flight bookings made between 3 March 2020 and 15 April 2020 will be allowed a one-time change fee waiver, available for any itinerary change or cancellation made more than 24 hours from departure. For changes or cancellations within 24 hours of travel, standard change and cancel fee rules apply.

If you booked through a third party, you will need to contact your travel agent to change or cancel. 

Note: Changes or cancellations more than 24 hours from purchase will be returned as a Travel Bank credit, valid for 24 months from date of issue.

For more information: Check out WestJet’s full policies here.

Additional reporting by Katherine Fan and Emily McNutt.

Featured image by Getty Images.

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