With the aim of tackling the current COVID-19 emergency and according to the severe mobility restrictions imposed by authorities, Volotea has been forced to cancel some flights. Check the cancelled flights of the next 3 days here:
In case of cancellation, we kindly ask you not to go to the airport. Passengers directly affected will be informed via email using the contact details provided in their reservation. In these email communications you will be informed about the options available to manage your booking on line. You can access to "Your Booking" section, check your trip and the status of your flight. If your flight is cancelled, an informative message will appear above your itinerary.
Here are a few measures we have enabled to ensure that all passengers have the chance to reorganize their flights with us:
- Flexible plan: To ensure flexibility, we are upgrading those passengers who don’t have our Flex service in their reservation so they can enjoy its advantages for rebooking. With Flex you can change your flight’s date or destination without paying any additional flight change fees, as many times as you need up to 4 hours before departure, or get the reservation amount in Volotea credit to use within the next 12 months. More info here.
- Voucher : If your flight has been cancelled, and you have decided not to change your travel dates now, you can get a voucher for the total amount of your booking. You can use it during 12 months to book a new flight with us, once our operations resume and you find a date and/or destination that suits you. You can get this voucher through the link on the notification e-mail that you will receive in case of flight cancellation.
Due to the large number of contacts we are receiving, waiting times may be higher than usual.
In order to avoid any inconvenience to our clients, in case you need to contact us by phone or email, please make sure you do it within 48 hours before your departure date.
If you have a flight with us in the future, please remember that you can change the dates or the destination through the ‘Manage your booking’ section.
Click here for more information on our contact channels.
Since the coronavirus outbreak, we are watching closely the consequences for you as customers and doing everything in our hands to help you to manage your travel plans.
On this page you’ll find updates regarding Covid-19 and the options available to manage your booking. Here are some of the most frequently Questions and Answers about COVID-19:
Can I change my booking if my flight is cancelled due to Covid-19?
You can easily transfer your flight to another date or destination, or cancel your flight with no extra cost. We have added the Flex service for free to your reservation. You just need to access Your Booking online. When cancelling, the total purchase amount will be added to your Volotea credit.
How do I make a new booking with my Volotea credit?
If you want to apply your Volotea Credit for a new reservation, be sure to make your reservation from your User Profile and, once in the payment page, you must select the option to pay with Volotea Credit. If your Volotea Credit is more than the cost of the reservation, only this amount will be used and the remaining credit will be saved in your account. If your Volotea Credit does not cover the full amount, you will need to pay the difference using another form of payment.
I don't want to use the Flex option now. What other options do I have?
Don’t worry. If you don’t want to transfer your flights or get your Volotea credit, we can alternatively offer you a special voucher that you can use during the next 12 months. You will receive an email 3 days before your flight date and from there you will be able to get your voucher’s details.
How can I use my Voucher to pay for my booking?
You can use your voucher to make a new booking via our website or by using our App. You need to complete the booking process up until the payment page and then enter the voucher number and click on the “Apply voucher”. The amount of the voucher will be deducted from the total amount of the booking. Please bear in mind that the name associated with the coupon should coincide exactly with the name of one of the passengers associated with the booking.
Can I request a refund if my flight is cancelled?
Due to the global instability caused by COVID-19 our claim management service has been substantially impacted and might not get back to normal until COVID situation recovers, which could take several months. In light of the constant changes and impact we are all experiencing as result of the uncertain evolution of the COVID-19 outbreak, any other request or claim might take significantly longer than the 6 weeks undertaken under art 13 of our Conditions of Carriage. Additionally, in any case, any requests will be subject to the final recommendations that either the authorities or Regulation in force may issue over this period, which are quite fluid and might change.
What if my flight is not cancelled?
If you did not receive any cancellation notification, that means that, at this point of time, we do not expect changes to your flight and regular terms and conditions apply. If your flight is finally affected by a cancellation, we will inform you via email and we will automatically add the Flex plan for free to your reservation three weeks prior to the flight departure date.
What about my next flight with Volotea?
We want you to feel confident when traveling with us. Your safety is our first and foremost priority. We have reinforced our safety procedures far beyond the protocols required by the authorities, by strengthening our cleaning procedures with anti-bacterial and hospital-grade disinfectant throughout all of our aircrafts. Our fleet has been fitted with extremely efficient HEPA (High Efficiency Particulate Air) filters, which remove particles in the air, down to the size of microscopic bacteria and virus clusters (with an efficiency of better than 99.99%).
We really want to thank you for your patience! We know that the uncertainty created by the Coronavirus is taking a toll in everyone’s lives. And we are also aware that having to deal with travel changes is an added concern to our customers. We keep monitoring the situation closely and we hope that the above measures will help you in your future travel with us, by adding flexibility and making changes easier in case your flight is cancelled.
For further information on flight restrictions from certain countries and to stay updated on all necessary advice, please visit the website for the World Health Organisation (WHO).