Covid-19 Refunds and insurances

My flight has been cancelled by the airline, what would be the refund then ?

In light on the current situation, we would like to advise you that many airlines temporarily froze the refund of flight tickets and are only offering vouchers or rebooking alternatives. As a travel agency, we are unfortunately subject to the constraints and limits imposed on us by the airlines.

Kindly check anytime the commercial measures from your airlines by clicking here.

I still did not receive my refund

For the airlines that still allow refund, many of them have temporarily blocked the automatic refund procedure. That means that our travel agents have to process a complex request for each booking.

If you received an email from us advising you that we asked the airline for the refund of your flight ticket, your request must be now processed by the airline which is in charge of your refund. For this reason, we aren't able to communicate an accurate processing time, however, we assume that it might take up to 8 weeks and 6 months or more (depending on the airline).  

Indeed, airlines that are also concerned by lay-off for operational reasons, have lately received thousands of requests (for some of them up to half a million of refund requests) so their processing time will be longer than usual.

As soon as we'll have received the funds from the airline, we'll do our best to recredit the debit card used for your flight tickets booking. 

Thus, we kindly ask you not to contact us again so we can focus on dealing with travellers requests that have been not processed yet.

Why are the reservation costs non-refundable ?

Our reservation costs are charged for the browsing, research and comparison on our website but also for our assistance and the issuing of the flight tickets.

Thus, we are confident that you'll understand the reason why the reservation costs paid at the moment of your booking are non-refundable even if this information is also indicated in our general terms and conditions.

Refund fees

As stated in our general terms and conditions, we apply processing fees when it comes to refunds and flight cancellations. These fees amount to 25€ per leg and per passenger with a maximum of 50€ per passenger.

Nevertheless, because of the exceptional situation due to the Covid-19 outbreak, we have chosen to limit those fees of up to 5% with a maximum of 15€ per passager so our travellers are less affected.

These fees are explained by the significant workload because of the thousands of flights cancellations we've have been dealing with recently while allowing us to ensure the continuity of our service.

We appreciate your comprehension.

I subscribed to an insurance when booking my flights, can I use it ?

• If your flight has been cancelled : The French law states that a damage can be indemnified only once. Thus, if the airline offers you alternatives such as a voucher or the amendement of your flight (by keeping the value of your ticket), the insurance cannot indemnify you twice as the damage has been compensated by the airline.
• If your flight has not been cancelled and that you cannot or do not want to travel anymore, we kindly invite you to submit a claim to Présence Assistance by clicking here. Please be aware that the submission must has been done before the departure date.

If the airline allows the full refund of your flight ticket (at no charge), it is not necessary to submit a claim to the insurer.

We appreciate your comprehension,

Your Customer Service,