Choose your preferred country and language

BAGGAGE ALWAYS INCLUDED
NO HIDDEN COSTS
FREE DRINK AND SNACK ONBOARD
PREMIUM CUSTOMER CARE
Luxair uses cookies in order to give you a better service.

By continuing to browse this site you agree to our use of cookies. For more information on cookies see our cookie policy.

Coronavirus (COVID-19) - Latest Information

Current information on the flight program of Luxair and LuxairTours

Intelligent Flight Search
Application Intelligent Package Search
Application Intelligent City Break Search
Application Intelligent Car Rental Search

Coronavirus (COVID-19): LUXAIR & LUXAIRTOURS ARE BY YOUR SIDE

Given the extraordinary circumstances caused by the worldwide Coronavirus crisis, we have temporarily suspended our flight operations. Our Luxair flights will take off again on May 4, 2020 and our LuxairTours holidays activities will be resumed as from May 16, 2020.

 

 

Updated on April 7, 2020:

 

Since the past weeks, the accelerated spread of the Coronavirus COVID-19 and associated governmental measures, have a significant impact on the everyday life of all of us. The health and safety of our passengers and our people are always our top priority. Consequently, we had to decide to temporarily suspend our Luxair & LuxairTours operations as follows:

 

- Luxair flight operations from 24 March to May 3, 2020 included

- LuxairTours holiday operations from 23 March to May 15, 2020 included

 

Over the past days, we focused our efforts, energy, and resources to fly back home thousands of customers from all over Europe and Northern Africa. We also set up an exceptional commercial policy to ensure the best possible solutions for the cancellation of holiday packages and flights.


 

LuxairTours commercial policy for cancelled holiday packages

 

All LuxairTours travel package arrangements (including Metropolis) have been cancelled between 16 March 2020 and 15 May 2020 includedCustomers who have booked via Travel Agencies are requested to contact them for further information.

 

Customers who have booked directly with LuxairTours will receive a voucher corresponding to the amount already paid to LuxairTours. The voucher will be sent automatically to affected customers and will contain all details about the conditions of use. Customers 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 the French, German and Belgian authorities, while Luxembourg authorities have decided to suspend the refunds during the period of the crisis.

 

Customers who had to fly back home earlier than planned between 16 March 2020 and 22 March 2020 are also entitled to receive a voucher. The amount of the voucher will be equivalent to the number of non-used accommodation nights and must be requested via our contact form.

 

 

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

 

1. Your 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 3, 2020 or a LuxairTours flight scheduled between May 1 and May 15, 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 3 and a return starting from May 4, 2020 onwards or a LuxairTours flight scheduled between May 1 and May 15, 2020 and return starting from May 16, 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 here.

 

 

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.

 

 

 

Restart of Luxair flights & LuxairTours holiday activities

Please be assured that we are already preparing for the future after the crisis. We are working closely with the official authorities, to ensure that we are always aligned with the latest official guidelines, and hope that the situation will have improved significantly by then.

 

- Luxair will resume its flight operations as from May 4, 2020.

- LuxairTours (holiday package & flight only) will start its holiday activities as from May 16, 2020.

 

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

 

 

 

Free re-booking policy for all new flight bookings

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 13th March until 30th April 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 (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.

  • 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 Coronavirus 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 

  • On-board cleaning & health measures

    The cleanliness of our aircraft is of utmost importance. Every night, our planes are always thoroughly cleaned and disinfected. These procedures conform to the highest standards and include both your personal space - tray tables, seat armrests and headrests, seatbelt buckles etc. – as well as communal areas such as the galleys, carpets, and lavatories.

     

    The air in our cabin is of better quality than the air on the ground. It is continuously mixed with a large quantity of fresh outside air and our HEPA filters – equivalent to filters used in hospitals – are 99.99% effective in filtering out dust and bacterial or viral organisms, such as the Coronavirus (COVID-19).

     

    We kindly encourage you to support our protective measures on-board by following the recommendations of the World Health Organization (WHO). These include washing your hands frequently and thoroughly, correctly covering your mouth when coughing or sneezing and taking care to avoid touching your eyes, nose, and mouth.

  • Free re-booking policy for all new flight bookings

    For all new flight bookings done from 13th March until 30th April 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 (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 cancelled holiday packages

    All LuxairTours travel package arrangements (including Metropolis) have been cancelled between 16 March 2020 and 15 May 2020 includedCustomers who have booked via Travel Agencies are requested to contact them for further information.

     

    Customers who have booked directly with LuxairTours will receive a voucher corresponding to the amount already paid to LuxairTours. The voucher will be sent automatically to affected customers and will contain all details about the conditions of use. Customers 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 the French, German and Belgian authorities, while Luxembourg authorities have decided to suspend the refunds during the period of the crisis.

     

    Customers who had to fly back home earlier than planned between 16 March 2020 and 22 March 2020 are also entitled to receive a voucher. The amount of the voucher will be equivalent to the number of non-used accommodation nights and must be requested via our contact form.

     

  • 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 March 31, 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 3, 2020 or a LuxairTours flight scheduled between May 1 and May 15, 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 3 and a return starting from May 4, 2020 onwards or a LuxairTours flight scheduled between May 1 and May 15, 2020 and return starting from May 16, 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 here.

     

     

    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 May 3, 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!