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COVID-19: Latest Information

Latest information on the flight program of Luxair and LuxairTours

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COVID-19: LUXAIR & LUXAIRTOURS ARE BY YOUR SIDE

 

Updated on July 01, 2020:

 

Restart of Luxair flights & LuxairTours holiday activities

We have resumed our flights since May 31. 2020 and have taken all necessary measures to ensure your health and safety.

 

Discover now where you can fly:

- Luxair flight restart program: Please click here for more information

- LuxairTours flight restart program: Please click here for more information

 

We remain of course in close contact with local authorities to evaluate the evolution of the situation and adapt this list of destinations if required.

We sincerely thank you for your trust and your loyalty! Let's see us back onboard very soon. You will find all our flight and holiday offers on www.luxair.lu and www.luxairtours.lu.

 

 

LuxairTours commercial policy for Holiday Packages

 

For more information about our flight plan, please click here.

 

For customers who have booked via travel agencies: you are requested to contact them for further information. 

 

For customers who have booked directly with LuxairTours:

 

1. If your LuxairTours package has been cancelled: our teams will contact you by email to provide you with all the necessary information to find a satisfactory solution in compliance with the regulations in force. However, although we will do our utmost to provide you with a solution as soon as possible, it is possible that the process may take a few weeks due to the large number of files to be processed. Thank you for your understanding.

 

2. If your LuxairTours package is maintained: we undertake to ensure that the hotel offers you catering, access to the swimming pool and the beach (if there is direct access). However, if you prefer to delay your departure, we offer special modification conditions for all LuxairTours packages with a departure between 13 June and 15 September 2020.

 

For departures until 31 July, you can modify your package* at no charge up to 14 days before departure and postpone it until 31 October 2021.

For departures from August 1 to September 15, you can change your package* at no charge up to 21 days before departure and postpone it until October 31, 2021.

 

Our entire winter offer and more than 150 hotels for the summer of 2021 are already on sale at www.luxairtours.lu. Your favorite hotel is not yet available? Not sure of your new travel date yet? No problem, choose already a trip that is closest to your choice. Then, when our offer is expanded, you can make a second change free of charge up to 30 days before your new departure date. In order to benefit from this offer, you will need to contact us by phone or via our contact form.

 

For departures from 15 September onwards, our standard modification conditions apply: a single modification* up to 30 days before departure and a possible postponement up to 6 months after the initial departure date.

 

* A modification toward a Metropolis package is only allowed if the initial package travel has been selected among Metropolis.

 

 

 

Free re-booking policy for new flight bookings - done as from March 13, 2020 - with any travel dates

More flexibility, more travel confidence for your future flights. Luxair has set up exceptional commercial terms and conditions on its entire network to make your travel plans more flexible:

 

For all new flight bookings done from March 13 until June 30, 2020 and for any travel dates within the next 365 days, you will be able to change your travel dates without any change fees to any later travel date within 365 days of your initial booking date – regardless of the initial fare purchased (including FlyCLASSIC and FlyPLUS fares). If desired, you may even change your travel dates several times without any change fees.

 

Detailed Conditions for all new bookings:

  • The new change policy is valid for the entire flight network of Luxair & LuxairTours (flight only)
  • The departure and destination airports must remain as they are, unchanged
  • If the original fare is no longer available, the fare difference must be paid
  • The re-booking must be made before the original travel date
  • FlyFLEX and FlyBUSINESS tickets can always be changed and also refunded free of charge

 

If you are booking via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates simply online via My Booking. If you are booking through an offline or online travel agency, please contact your agency and they will take care of this change accordingly.

 

 

 

Commercial policy of Luxair and LuxairTours (“flight only”) for cancelled flights

 

1. You have a booking for a Luxair or LuxairTours flight before April 20, 2020:

All cancelled flights have been automatically refunded, unless you decided to modify or cancel your booking before the official cancellation date. More details and information about the conditions for all flights before April 20, 2020 can be found in our FAQ Section at the bottom of this page.

 

2. You have a booking for a Luxair flight scheduled between April 20, 2020 and May 28, 2020 or a LuxairTours flight scheduled between May 1 and June 12, 2020:

We will automatically propose you upon your discretion either a voucher equivalent to the value of your ticket increased by 10% or the refund of your ticket. There is no need to take any action and to file a request 

 

3. You have a booking for a Luxair flight with a departure scheduled between April 20 and May 28 and a return starting from May 29, 2020 onwards or a LuxairTours flight scheduled between May 1 and June 12, 2020 and return starting from June 13, 2020 onwards:

We will automatically propose you upon your discretion either a voucher equivalent to the value of your ticket increased by 10% or the refund of your ticket. There is no need to take any action and to file a request

 

Remark: The list of Luxair flight destinations and LuxairTours flight destinations can be found on our destination overview page.

 

 

Important: Due to a large number of requests, our processing times for rebooking and refund are currently being extended. The average answer time is 14 days.

  • High demand in our Customer Service Centre. The telephone lines are currently overloaded. We kindly invite you to carefully read all Info & FAQs and to contact us only via our contact form.

    Please be aware that we are confronted with an extraordinary high number of customers contacting our Customer Service Call Centre. More than five times the regular volumes! In parallel, many of our call centre operators are also affected by the COVID-19 crisis and have reduced availability. Our Call Centre is accordingly saturated for the moment and our clients are unfortunately facing very long waiting times.

     

    We therefore kindly invite you to carefully read our commercial conditions (please see above) and to contact us ONLY via our contact form for any re-booking or refund request (please use the contact form section « Ticket modification and refund»). You can also find detailed information on our re-booking and self-service options also here: My Booking.

     

    Due to a large number of requests, our processing times for re-booking and refund are currently being extended. The average answer time is 14 days. Our teams are fully mobilised to re-book your trip free of charge or process your refund as soon as possible. We thank you for your patience and understanding. In case you do not receive an answer before your flight date, don’t worry and be re-insured that we handle your request in accordance with your wishes. We call for your understanding during this challenging situation.


FAQ's 

  • Travel Safe & Clean with Luxair & LuxairTours

    Our Commitment

     

    As the world faces an unprecedented health crisis, Luxair & LuxairTours have put special measures in place to guarantee your safety when traveling with us. Your health, well-being, safety, and comfort are always our highest priority.

    Luxair is adhering and applying all the guidelines set by EASA (European Union Aviation Safety Agency) and the World Health Organisation (WHO). We even go a few steps further to offer you a safe & clean travel experience – made by Luxair & LuxairTours.

     

    Discover the measures taken by Luxair & LuxairTours to ensure hygiene and safety during your journey here.

  • Free re-booking policy for all new flight bookings

    For all new flight bookings done from March 13 until June 30, 2020 and for any travel dates within the next 365 days, you will be able to change your travel dates without any change fees to any later travel date within 365 days of your initial booking date – regardless of the initial fare purchased (including FlyCLASSIC and FlyPLUS fares). If desired, you may even change your travel dates several times without any change fees.

     

    Detailed conditions for all new bookings:  

    - The new change policy is valid for the entire flight network of Luxair & LuxairTours (flight only)

    - The departure and destination airports must remain as they are, unchanged

    - If the original fare is no longer available, the fare difference must be paid

    - The re-booking must be made before the original travel date

    - FlyFLEX and FlyBUSINESS tickets can always be changed and also refunded free of charge

     

    If you are booking via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates simply online via My Booking. If you are booking through an offline or online travel agency, please contact your agency and they will take care of this change accordingly. Please find further information with regards to our fare conditions here.

  • LuxairTours commercial policy for Holiday Packages

    For more information about our flight plan, please click here.

     

    For customers who have booked via travel agencies: you are requested to contact them for further information. 

     

    For customers who have booked directly with LuxairTours:

     

    1. If your package travel has been cancelled: you will receive a voucher corresponding to the amounts already paid to LuxairToursThe voucher will be sent automatically and will contain all details about the validity period, terms of use and refund conditions. You do not need to contact us. However, this process might take a few weeks considering the huge volume to handle. This exceptional measure has already been approved by several European States, including Luxembourg which has decided to suspend the refunds during the period of the crisis. Attention: vouchers sent between March 16 and April 13 do not contain the correct terms of use, more flexible rules will be sent by email.

     

    2. If your package travel has been maintained: we commit that your hotel offers you at least access to a restaurant, a swimming pool and the beach (if there is a direct access). However, if you prefer to delay your departure, we offer you special modification conditions for LuxairTours packages with a departure between June 13 and July 31, 2020. You can modify your package travel* without any fee till 14 days before departure and postpone your departure till October 31, 2021. Several hotels for next winter and summer 2021 are already bookable on www.luxairtours.lu. You favorite hotel isn’t available yet? You don’t know yet your travel dates for next year? No problem, just select a trip which is close to your criteria, then, once our offer will be extended, you will be allowed to do a second modification without any fee till 30 days before your new departure date. In order to benefit from this offer, you must contact us by phone or via our contact form. This offer ends on July 17, 2020.

     

    For departures from August 01, our standard modification rules apply: only one modification* till 30 days before departure and a new travel date latest 6 months after the initial departure date.

     

    3. If your flight to Antalya, Djerba, Enfidha, Fuerteventura, Malaga or Rimini has been cancelled from July 05 and you still want to the travel to the same hotel at a nearby date, don’t hesitate to contact us to obtain special conditions for your new travel.

     

    * A modification toward a Metropolis package is only allowed if the initial package travel has been selected among Metropolis.

     

     

  • Commercial policy of Luxair and LuxairTours (“flight only”) for cancelled flights

    1. You have a booking for a flight scheduled up to March 15, 2020 and your flight has been operated accordingly to our flight plan:

    Our general commercial conditions will strictly apply. You are entitled to a refund only if your ticket enables it. Please refer to our website and the commercial conditions associated to your booking.

     

    2. You have a booking for a flight scheduled up to March 15, 2020, your flight has been cancelled and you have been rebooked on another flight during the same period:

    Our general commercial conditions will strictly apply. You are entitled at your discretion to an acceptance of your rebooking date and time or to a refund .The refund will be accepted and processed by our Customer Service only if your request has been introduce prior to the departure of the flight.  Please refer to our website and the commercial conditions associated to your booking.

     

    3. You have a booking for a flight scheduled between March 16, 2020 and June 30, 2020 and your flight has been operated accordingly to our flight plan:

    For the passengers not having flown for whatever reasons or not having introduced a request for the rebooking of a new flight as from May 1, 2020, we will automatically refund your ticket. There is no need to take any action or to file a refund request

     

    4. You have a booking for a flight scheduled between March 16, 2020 and March 31, 2020, your flight has been cancelled and you have been rebooked on another flight during the same period:

    For the passengers not having flown for whatever reasons or not having introduced a request for the rebooking of a new flight as from May 1, 2020, we will automatically refund your ticket. There is no need to take any action or to file a refund request

     

    5. You have a booking for a flight scheduled up to March 31, 2020, your flight has been cancelled and you have not been rebooked on another flight during the same period:

    We will automatically refund your ticket. There is no need to take any action and to file a refund request

     

    6. You have a booking for a flight scheduled between April 1, 2020 and April 19, 2020, 

    We will automatically refund your ticket. There is no need to take any action and to file a refund request

     

    7. You have a booking for a Luxair flight scheduled between April 20, 2020 and May 28, 2020 or a LuxairTours flight scheduled between May 1 and June 12, 2020:

    We will automatically propose you upon your discretion either a voucher equivalent to the value of your ticket increased by 10% or the refund of your ticket. There is no need to take any action and to file a request 

     

    8. You have a booking for a Luxair flight with a departure scheduled between April 20 and May 28 and a return starting from May 29, 2020 onwards or a LuxairTours flight scheduled between May 1 and June 12, 2020 and return starting from June 13, 2020 onwards:

    We will automatically propose you upon your discretion either a voucher equivalent to the value of your ticket increased by 10% or the refund of your ticket. There is no need to take any action and to file a request

     

    Remark: The list of Luxair flight destinations and LuxairTours flight destinations can be found on our destination overview page.

     

     

    Important: Due to a large number of requests, our processing times for rebooking and refund are currently being extended. The average answer time is 14 days.

     

  • Commercial policy of Luxair City Break Flight + Hotel

    You have a booking scheduled between now and June 30, 2020:

     

    We will automatically refund your ticket. There is no need to take any action or to file a refund request. The refund will take 10 to 15 working days and will be done on the bank card used at the time of the booking. Should you need to contact us for any other reason, and to help us to serve you better, please email us on: customersupport@mail-citybreak.luxair.lu

 

THANK YOU FOR YOUR TRUST!