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Coronavirus (COVID-19) - Latest Information

Current information on the flight program of Luxair and LuxairTours

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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 April 20, 2020 and our LuxairTours holidays activities will be resumed as from May 1, 2020.

 

 

Updated on 24/03/2020:

 

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 19 April 2020 included

- LuxairTours holiday operations from 23 March to 30 Avril 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 30 April 2020 included.

 

Customers 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. Customers do not need to contact us. However, this process might take a few weeks considering the huge volume to handle. This voucher can be used only once on any new LuxairTours package booking until 30 April 2021. If the new booking is cheaper than the amount available on the voucher, the difference will not be refunded. This exceptional measure has already been approved by the French and Belgian authorities.

 

Customers who had to fly back home earlier than planned between 16 March 2020 and 22 March 2020 are 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 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

 

6. You have a booking for a flight scheduled between April 20, 2020 and April 30, 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 flight scheduled between March 1, 2020 and April 30, 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

 

8. You have a booking for a flight with a departure scheduled before April 30, 2020 and a return starting from May 1, 2020 onwards: We will automatically refund your ticket. There is no need to take any action and to file a refund request.

 

Remark: Due to a large number of requests, our processing times for rebooking and refund are currently being extended. The average answer time is 7 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 April 20, 2020.

- LuxairTours (holiday package & flight only) will start its holiday activities as from May 1, 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 travel dates within the coming 365 days, you will be able to change your travel dates (without any change fees/re-booking fees) to any later travel date within 365 days of your booking date – regardless of the initial fare purchased (including FlyCLASSIC and FlyPLUS fares). If desired, you can 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 and by 30th April 2020 at the latest
  • 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 7 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 for all new bookings from 13th March to 30th April 2020 included

    For all new bookings done from 13th March until 30th April 2020 and for travel dates within the coming 365 days, you will be able to change your travel dates (without any change fees/re-booking fees) to any later travel date within 365 days of your booking date – regardless of the initial fare purchased (including flyCLASSIC and flyPLUS fares). If desired, you can 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 and by 30th April 2020 at the latest

    - 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 30 April 2020 included. Customers 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. Customers do not need to contact us. However, this process might take a few weeks considering the huge volume to handle. This voucher can be used only once on any new LuxairTours package booking until 30 April 2021.

     

    If the new booking is cheaper than the amount available on the voucher, the difference will not be refunded.This exceptional measure has already been approved by the French and Belgian authorities.

     

    Customers who had to fly back home earlier than planned between 16 March 2020 and 22 March 2020 are 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 webform.

     

  • 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 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

     

    6. You have a booking for a flight scheduled between April 20, 2020 and April 30, 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 flight scheduled between March 1, 2020 and April 30, 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

     

    8. You have a booking for a flight with a departure scheduled before April 30, 2020 and a return starting from May 1, 2020 onwards: We will automatically refund your ticket. There is no need to take any action and to file a refund request.

     

     

    Important: Due to a large number of requests, our processing times for rebooking and refund are currently being extended. The average answer time is 7 days.

     

  • Commercial policy of Luxair City Break Flight + Hotel

    You have a booking scheduled between now and April 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!