INFORMATION REGARDING COVID-19 (CORONAVIRUS)

The spread of COVID-19 (Coronavirus) throughout the world is having a major impact on people’s lives, in general, and on the Tourism industry, in particular. Many countries have implemented restrictions on mobility, and have even closed their borders. Consequently, many flights are being cancelled or rescheduled.

1. OFFICIAL INFORMATION ON COVID-19

Before traveling, we recommend checking the latest information from the World Health Organization’s or the authorities in charge of foreign and health affairs. 

2. CHANGES TO YOUR TRIP

In cases of flights cancelled by airlines, it is not necessary to contact the agency to request a refund, as this request from the carrier is automatically made.

Refund wait times depend on the airline. Given the current situation, they are taking longer than usual to issue them.

In the “My Trips” section you can track the status of a refund, and manage your reservations in general.

You can check the status of your flight on your carrier’s website. In most cases airlines offer real-time information on the status of flights.

Aegean Airlines Emirates Norwegian Air
Aeroflot Etihad Airways Philippine Airlines
Air Europa Finnair Qantas Airways
Air India GOL Qatar Airways
Alitalia Iberia Scandinavian Airlines
All Nippon Airways KLM Singapore Airlines
Bangkok Airways LATAM Airlines TAP Portugal
British Airways LOT Polish Airlines Tarom
China Airlines Lufthansa Turkish Airlines
COPA Malaysia Airlines Virgin Australia

Many airlines are allowing passengers to make changes and cancellations, although change and cancellation policies are established by each one, and may vary, even depending on fares.

Any flight cancellation or rescheduling is communicated via e-mail, along with the possible alternatives (in cases of changes) or a refund option (in cases of cancellations). The processing times for refunds, which always depend on the airline, could be longer than usual, given the high demand for them at this time.

3. CONTACT TRAVELGENIO

More clients than usual are contacting Travelgenio at this time, which is generating delays in responses. In order to provide service that is as agile as possible, priority is being given to clients with imminent departure dates. Therefore, clients whose flights do not depart within the next 72 hours are asked to refrain from contacting us; if they do, we encourage them to use the MyTrips section of our website instead of reaching us by phone.

Those clients who have previously contacted us through the MyTrips section and have an inquiry number assigned to them, do not need to get in touch again, as all inquiries are registered and will be answered by our agents.

4. ADDITIONAL INFORMATION

Although some flights continue to operate, in some countries entry by citizens of certain nationalities, or people who have visited certain countries in recent days, has been blocked.

In addition, some countries are making changes to the documents required for entry, such that certain visas may no longer be valid.

For more information, we recommend inquiring with the competent authorities in the destination country.

Airport security controls are also being reinforced, and in some cases additional health controls have been implemented. In light of these changes, we recommend that you arrive at the airport well in advance.

5. FUTURE TRAVEL

Reservations to travel on later dates, in the summer, and even later, are totally valid.

We recommend contracting our “Cancellation Protection Plus“, entitling you to reservation refunds if you cannot travel, regardless of the reason.