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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 August 29, 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 hereFor 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 01 November 2020.

 

3. For all new package bookings since 01/08/2020 with a departure until 31/10/2020, LuxairTours offers you the repatriation insurance at €0 and to modify your booking free of charge up to 21 days before departure for travel dates until 01/11/2020. Book with confidence.

 

Our entire winter offer and more than 180 hotels for the summer of 2021 are already on sale on 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.

 

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

 

 

 

We remain flexible for all flight bookings with departure date until 01/11/2020!

 

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:

 

1. For new flight bookings between 22/08/2020 and 01/11/2020 with travel dates until 01/11/2020: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates up to 21 days before your flight departure simply online via My Booking. If you are booking via an offline or online travel agency, please contact your agency and they will take care of this change accordingly. 

 

2. For flight bookings before 13/03/2020 or between 01/07/2020 and 21/08/2020 with travel dates between 16/09/2020-01/11/2020: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can request to change your travel dates up to 21 days before your flight departure via our contact form. If you booked via an offline or online travel agency, please contact your agency and they will take care of this change accordingly.

 

3. For flight bookings between 13/03/20 and 30/06/20 with any travel dates: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates simply online via via My Booking. If you booked via an offline or online travel agency, please contact your agency and they will take care of this change accordingly. 

 

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 done up to 21 days before your flight departure

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

 

 

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.

  • 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 

  • 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.

  • 1. For new flight bookings between 22/08/2020 and 01/11/2020 with travel dates until 01/11/2020: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates up to 21 days before your flight departure simply online via My Booking. If you are booking via an offline or online travel agency, please contact your agency and they will take care of this change accordingly. 

     

    2. For flight bookings before 13/03/2020 or between 01/07/2020 and 21/08/2020 with travel dates between 16/09/2020-01/11/2020: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can request to change your travel dates up to 21 days before your flight departure via our contact form. If you booked via an offline or online travel agency, please contact your agency and they will take care of this change accordingly.

     

    3. For flight bookings between 13/03/20 and 30/06/20 with any travel dates: If you booked via our website (www.luxair.lu), mobile app or our customer service centre, you can change your travel dates simply online via via My Booking. If you booked via an offline or online travel agency, please contact your agency and they will take care of this change accordingly. 

     

    Detailed Conditions:

    - 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 done up to 21 days before your flight departure

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

     

  • 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 01 November 2020.

     

    3. For all new package bookings since 01/08/2020 with a departure until 31/10/2020, LuxairTours offers you the repatriation insurance at €0 and to modify your booking free of charge up to 21 days before departure for travel dates until 01/11/2020. Book with confidence.

     

    Our entire winter offer and more than 180 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.

     

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

     

     

 

THANK YOU FOR YOUR TRUST!