We are handling all cases in the order that we receive them and we will inform you as soon as we have an update in your case. The waiting time over phone has been very long for several months but as we have cleared our backlogs and helped a large share of customers affected by the epidemic to claim their refunds and vouchers, and to rebook flights it is now easier to get a hold of our customer service over phone again.
We are however not able to answer general travel related questions via any media at this time. If you have already made a claim or raised an issue with our customer service out may rest assured that we are processing your claim and that you do not need to reach out to us again. The waiting time is much longer than usual. In many cases you will have to allow for several months of handling time. To find information about your flight or the airline terms please visit the airlines website.
There is a backlog for emails sent in earlier during the pandemic. So for requests done over mail please be patient and prepared for the fact that we may have a hard time updating on the progress of refund applications for example. We will contact you about your ongoing case as soon as we have information about your case from your airline.
If your case is urgent, and your flight is departing in the next days we urge you to call in.