Covid-19 : We adapt our organization to continue to assist you ❤

Sophia-Antipolis, March 23, 2020

Dear traveller, 

As you know, we are currently facing an unprecedented situation due to the Covid-19 outbreak which is leading to thousands of flight cancellations and postponements. Today, our shared passion for travel is weakened, nevertheless the safety and the well-being of everyone have been our major concern since the beginning of the epidemic. 

Our customer service is doing its best 7 days a week to handle this previously unseen situation and to manage your requests. Moreover, our team is showing an extreme solidarity to go through this hardship and to assist you. 

Our core business: flight ticket sales 

In this difficult context, many airlines have put in place some exceptional commercial measures that Option Way is striving to apply in complete transparency. These measures are constantly evolving, however enabling you to benefit from the best conditions allowed by the airlines is our main goal. Yet we are strictly subject to the constraints and limits imposed on us by the airlines.  

Exceptional situation means exceptional measures 

Ensure the safety of our travelers but also of our employees is our top priority. Thus, to comply with the quarantine measures in force and to protect our team, we have adapted our organization by making remote working compulsory since March 16th, 2020 in order to work at full capacity. 

Managing your request with efficiency and focus 

Due to the increasing stream of flight cancellations and requests from our travellers, we have decided to manage your inquiries only by email. This will allow our customer service department to be much more efficient for handling the thousands of requests we have received lately.   

Concretely, for any query, we invite you to contact us by message from our website’s Contact page here by indicating your Option Way booking reference and your departure date. Please note that we prioritize imminent departures or trips back requests (within the next 72 hours). 

Moreover, if you have already sent us an email, we kindly ask you not to contact us again so we can entirely focus on dealing with your request. 

  • You are abroad and want to organize your trip back as soon as possible 

In that case, you must contact the embassy or the consulate of your country of nationality to be kept informed of the repatriation solutions put in place. Each European country is currently working closely with airlines to organize the journeys home of their citizens.  

For British, German, Italian and Spanish citizens, we advise you to visit your Gouvernment website.

You can also contact your airline by indicating the confirmation number that can be found on your electronic airplane ticket. 


  • Your flight leaves within the next 72 hours 

Please contact immediately our customer service department. If you have already sent an e-mail, our travel agents are currently processing your request.  

For a faster processing regarding low-cost flights (including EasyJet, Ryanair, Transavia) please submit your inquiry directly on the airline's website.  

  • Your flight leaves in more than 72 hours but before April 30th, 2020 

As mentioned below, we prioritize imminent departures or trips back planned within the next 72 hours. No worries, we will get back to you as soon as possible.

  • Your flight leaves after April 30th, 2020 

As far as possible, we kindly ask you to contact us later especially as the current health situation may improve.  

If you have already sent us an email regarding a booking planned after April, we appreciate your patience. One of our travel agents will process your request as soon as possible.  

Information regarding cancellation requests on your initiative 

If you want to cancel your flights, please contact our customer service by sending a message from our website’s Contact page here before the date of your departure. Indeed, you must cancel your booking before the departure to benefit from the commercial measures offered by some airlines. 

Information regarding the refund process 

Many airlines now prohibit refunds and only allow you to reschedule your flight over the next few months.   

For the rare cases where a refund had been allowed by the airlines, please note that there may be some delays in processing due to the high number of requests.  

Providing you information in real-time

Aware of your concerns about your coming travels, we try to provide you beforehand all the information you might need to assist you. We invite you to visit our Covid-19 dedicated FAQ.


We appreciate your comprehension and are confident that you’ll understand these exceptional circumstances. 

While waiting for your next travel, take care of yourself and your beloved ones and above all :  

  #STAYATHOME  


Yours sincerely,   

Mathieu Chauvin and Nicolas Hélin, Option Way co-founders