CORONA VIRUS UPDATES

Updates on Corona Virus, COVID-19

COVID-19 hotel performance update

UPDATES ON THE ONGOING IMPACT OF CORONAVIRUS PANDEMIC ON THE TRAVEL INDUSTRY IN KENYA

KEPSA RESPONSE TO COVID_19

KATA CEO Update on COVID-19

The Travel and Aviation industry globally and in Kenya is facing an unprecedented time, following the Coronavirus 2019 (COVID-19). There is an ongoing investigation to determine more about this outbreak. This is a rapidly evolving situation and information is currently being updated HERE as it becomes available.
We understand the anxiety and fear this situation is causing amongst travelers, and KATA has been in continuous engagement with the airlines operating in Kenya for purposes of establishing mitigation measures in relation to the cancellation policies, refund policies, rebooking policies during this COVID-19 endemic. We recognize that these are unprecedented times, and hence we must establish collaborative solutions that will safeguard the Travel Agents businesses and ensure that travelers are not penalized unfairly.
The Travel Agent’s guiding principle is to seek and heed the most up -to-date expert guidance directly from Airlines towards ensuring that travelers are advised correctly. KATA is continuously providing updates from Airlines, and we encourage Travel Agents to reference this on a regular basis. In situations where Travel Agents require interventions with the Airlines, please contact KATA CEO, Agnes Mucuha on 0722 435 776 or ceo@katakenya.org.

Airlines are carefully analyzing their operating costs during these uncertain times, in order to contain their costs and mitigate loss exposures on their businesses. Based on this, it is common for Airlines operating to merge frequencies or replace the operating equipment assigned to a route or reduce frequencies on certain days of the week when the booked loads are below their commercial thresholds. This is a normal de-risking strategy and Travel Agents or travelers should not panic when airlines release notices on the short-term austerity measures, they are taking towards managing the loss exposures.

It is imperative that we keep in mind that the coronavirus situation is live, and hence information will continue to flow and shift in form or context as airlines continue to review the situation.
In closing it’s important to keep in mind that in every adverse situation, there are opportunities, and this is a time for us to focus our efforts in pursuing opportunities around us, towards contributing to a positive turn-around under our present situation.
We as KATA re-assure you that we shall continue to lead on this process, and we shall continue to update you on a timely basis as information becomes available.

Thank you.

CORONAVIRUS-19 GUIDELINES BY AIRLINES

Rebooking and Refund Guidelines for Kenya Airways

SITUATION UPDATE AS AT 7TH FEBRUARY 2020, 12:00 PM

SCHEDULE CHANGES BANGKOK(BKK)-GUANGZHOU(CAN) FLIGHTS

Following further assessment of the ongoing Coronavirus situation, we have adjusted our flights between Nairobi and Guangzhou with a schedule change from 11th February 2020 to 28th March 2020. See further details below.

Flights suspended as below (local departure date):

31st January 2020 until 28th March 2020 KQ886 Nairobi to Guangzhou

31st January 2020 until 29th March 2020 KQ887 Guangzhou to Bangkok and Nairobi

8th to 10th February 2020 Flights scheduled as below (local departure date):

8th to 10th February 2020 KQ886 Nairobi to Bangkok

8th to 10th February 2020 KQ887 Bangkok to Nairobi

Nairobi – Bangkok – Nairobi operates7 times a week
Flight schedule both inbound and outbound remain the same as below:

FLIGHT NO.	START	END	PATTERN	ORIGIN	DESTINATION	STD	STA	CHANGE
KQ 886	8/Feb/2020	10/Feb/2020	1234567	NBO	BKK	23:59	12:30 + 1	No Change
KQ 887	8/Feb/2020	11/Feb/2020	1234567	BKK	NBO	01:00	06:05	No Change
KQ 886	8/Feb/2020	10/Feb/2020	1234567	BKK	CAN	14:40	18:35	Cancelled
KQ 887	8/Feb/2020	10/Feb/2020	1234567	CAN	BKK	21:40	23:35	Cancelled

11th February till 28th March 2020 Flights scheduled change as below (local departure date):

11th February till 28th March 2020 KQ886 Nairobi to Bangkok

11th February till 28th March 2020 KQ887 Bangkok to Nairobi

Nairobi – Bangkok – Nairobi operates 5 times a week.
Nairobi – Bangkok: Day 1 and Day 3 flights will be suspended
Bangkok – Nairobi: Day 2 and Day 4 flights will be suspended

FLIGHT NO.	START	END	PATTERN	ORIGIN	DESTINATION	STD	STA	CHANGE
KQ 886	11/Feb/2020	28/Mar/2020	.2.4567	NBO	BKK	08:30	22:00	Retime
KQ 887	11/Feb/2020	29/Feb/2020	1.3.567	BKK	NBO	01:00	06:05	Time Remain
KQ 886	11/Feb/2020	28/Feb/2020	1234567	BKK	CAN	14:40	18:35	Cancelled
KQ 887	11/Feb/2020	29/Feb/2020	1234567	CAN	BKK	21:40	23:35	Cancelled

For more information and current updates…… https://www.kenya-airways.com/position-statement-corona-virus/en/

Dear Trade Partner,

As our valued and trusted partner, we wanted to keep you up to date on the latest developments at Emirates due to the COVID-19 outbreak.

The world has literally gone into quarantine and the situation is unprecedented. Never before has our industry, nor the world, faced a crisis of this scale from a global health, social and economic standpoint.

On 23 March, the UAE government directed the suspension of all passenger flights into the country within 48 hours, for two weeks. This is a measure to protect communities from the further spread of COVID-19. In line with this directive, Emirates is temporarily suspending all our passenger flights from 25 March 2020.

We are closely monitoring the situation, and are in regular contact with all relevant authorities, to ensure we can implement the latest guidance. As soon as circumstances allow, we will reinstate our passenger services.

To help customers who are impacted by the situation, we have updated our refund and change policy, as attached. Our commercial team will continue to work with you closely to guide you through these options and provide you with all the information you need.

As a global airline, we are greatly committed to reducing the impact on our customers and partners. With your support and partnership, we are confident that we will emerge from this unprecedented period in the airline and travel industry well prepared for the return to normality.

Sincerely,

Adnan Kazim

Chief Commercial Officer

Emirates Airline

If you have queries or require further information on this, please contact

Nairobi Reservations on 020 3290404|3290000 or nbores@emirates.com.

Emirates Waiver Policy Update | COVID-19 (Corona Virus)

Fly Better with zero change and reissue fees.

Due to the changing situation of COVID-19, we have updated our waiver policy to allow our passengers the choice to change travel dates or reissue their ticket without penalty.

Emirates will waive change and reissue fees on all new tickets issued on/from Thursday 05 March to Tuesday 31 March 2020.

What does this mean?

Change fees and reissue fees are not applicable to new tickets issued on/from Thursday 05 March to Tuesday 31 March 2020, regardless of travel date.

If there is a difference in the airfare or applicable taxes, due to the reissue/reroute of the ticket, the additional amount will need to be collected.

Customers can change their booking to any date for travel until system range, in same booking class as per booked and ticketed information.

In addition to this, and due to the early closure of schools for the Spring break in the UAE, below will apply:

Change fees and reissue fees are not applicable for tickets issued on / before 04 March 2020, for travel until 15 April 2020.
If the reissued ticket/routing results in a fare differential or new applicable taxes, the additional collection will need to be charged
Changes are allowed in same booking class (RBD) as per ticketed details

Thank you for your continuous support and management of your client’s bookings and ticket requirements on Emirates services. We are committed to ensuring you receive timely updates and relevant information on the current situation.

If you require any further clarification or support, please contact please contact Nairobi Reservations on 020 3290404|3290000 or nbores@emirates.com.

Emirates’ operational updates in response to COVID-19 are given below.

Several countries have imposed travel and immigration restrictions due to COVID-19. All customers are requested to check relevant travel advisories from and to the countries to which they are travelling. This is a dynamic situation and it is the responsibility of the customer to ensure there are no entry restrictions at their travel destination.

Customers are also advised to check the website for the latest flight updates, rebooking and refund options. To receive the latest notifications, customers are requested to ensure we have their correct contact details by visiting Manage booking.

We are monitoring the situation closely, and will keep customers informed with the latest operational updates.

Health screenings at Dubai International

The Dubai Health Authority (DHA) is conducting a COVID-19 test on customers arriving from Beijing, Beirut, Rome, Milan, Venice and Bologna, if Dubai is their final destination.

Customers will be given DHA’s Health Declaration Forms, which they should complete and hand over to the DHA during the COVID-19 testing in Dubai. Our airport services team will escort customers to the health screening area at Dubai International airport on arrival.

Customers who are transiting through Dubai International airport will not be tested, but will have to go through temperature screening before boarding their connecting flight.

BAHRAIN:

As mandated by the authorities in Bahrain, Emirates will operate one service per day to and from Bahrain, EK839/840, from 29 February until 2 March, 2020.

The following flights are cancelled from 29 February until further notice:

EK837/838: Dubai – Bahrain – Dubai
EK833/834: Dubai – Bahrain – Dubai
EK835/836: Dubai – Bahrain – Dubai

Rebooking and refunds for Bahrain flights

Affected customers should contact their travel agent, or Emirates office for rebooking options or refunds.

To request a refund, customers who booked directly with Emirates can visit the Request refund webpage and add “Refund request due to Coronavirus” in the comments section. Customers who booked with a travel agent must contact them for a refund.

HONG KONG

Customers booked to travel to Hong Kong and on their return journey from Hong Kong for travel dates – 23^rd Jan – 30^th Apr with tickets issued on and / before 25^th Feb can opt to :

Rebook for travel up to 30 June from your original travel date with one free change
Refund for any unused tickets for travel dates between 23 January to 31^st May (both days inclusive)
Reroute to select destinations free of charge for outbound travel up to 31^st May (subject to availability). Select destinations are Dubai, Denpasar, Manila, Cebu, Clark, Singapore, Bangkok, Phuket, Kuala Lumpur, Hanoi, Phnom Penh, Saigon, Jakarta, Taipei, Mauritius, Seychelles, Nairobi, Dar Es Salaam, Casablanca, Tunis, Addis Ababa, Johannesburg, Durban and Cape Town.

Customers booked to/from Hong Kong for travel date 01May- 31 May and ticketed on / before 25^th Feb can opt to:

Rebook for travel up to 30 June from your original travel date with one free change
Refund for any unused tickets for travel dates between 01^st May to 31^st May (both days inclusive)
Reroute to select destinations free of charge for outbound travel from 01^st May to31^st May(subject to availability). Select destinations are Dubai, Denpasar, Manila, Cebu, Clark, Singapore, Bangkok, Phuket, Kuala Lumpur, Hanoi, Phnom Penh, Saigon, Jakarta, Taipei, Mauritius, Seychelles, Nairobi, Dar Es Salaam, Casablanca, Tunis, Addis Ababa, Johannesburg, Durban and Cape Town.

To request a refund, customers who booked directly with Emirates can visit the Request Refund webpage and add “Refund request due to Coronavirus” in the comments section. Customers who booked with a travel agent must contact them for a refund.

IRAN:

Due to a GCAA directive, all Emirates flights between Dubai and Tehran have been cancelled from 26 February until further notice.

Customers across the Emirates network holding tickets for final destination Tehran will not be accepted for boarding at their point of origin until further notice.

Refunds for Tehran flights

Customers impacted due to cancellation of flights should contact their travel agent, or Emirates Office for refunds.

To request a refund, customers who booked directly with Emirates can visit the Request refund page and add “Refund request due to Coronavirus” in the comments section. Customers who booked with a travel agent must contact them for a refund.

KINGDOM OF SAUDI ARABIA:

Due to a directive issued by Kingdom of Saudi Arabia’s Ministry of Foreign Affairs, the following will be suspended entry to Kingdom of Saudi Arabia from 27 February until further notice:

All customers travelling on an Umrah visa.
All customers holding Tourist Visas & coming from: People’s Republic of China & SAR (Hong Kong & Macau) / Republic of China / Iran / Iraq / Italy / Republic of Korea / Japan / Thailand / Malaysia / Indonesia / Pakistan / Afghanistan / Philippines / Singapore / India / Lebanon / Syria / Yemen / Azerbaijan / Kazakhstan / Uzbekistan / Somalia / Vietnam

Customers across the Emirates network holding tickets for final destination Kingdom of Saudi Arabia with Umrah visa or coming from the above countries, will not be accepted for boarding at their point of origin until further notice.

All GCC nationals travelling to/from Kingdom of Saudi Arabia are mandated to use their passports for travel (except for those who are outside the Kingdom of Saudi Arabia and wish to return to it).

Rebooking and refunds for KSA:

Customers impacted due to cancellation of flights should contact their travel agent, or Emirates Office for refunds and rebooking options.

MAINLAND CHINA

Guangzhou and Shanghai:

As directed by the UAE authorities, Emirates will suspend flights to Guangzhou (CAN) and Shanghai (PVG) from 5 February 2020, until further notice.

Customers with bookings on affected flights will not be accepted for boarding at point of origin. Affected customers can refer to the rebooking and refund details below.

Refund and rebooking options for mainland China and on flights via Hong Kong

Customers booked to fly to/from Guangzhou or Shanghai from 23 January 2020 to 31^st May (both dates inclusive) can contact their travel agent or Emirates office to refund their unused ticket, or choose to reroute their journey to/from Beijing (PEK) or Hong Kong (HKG). Any applicable change fee or fare difference will be waived. Outside of this travel period, normal refund and flight change charges will apply.

Customers are responsible for arranging their own surface transport from Beijing or Hong Kong to their final destination city.

In addition, customers travelling to and from mainland China via Hong Kong with tickets issued on or before 25^th Feb 2020 can opt to:

Rebook for travel up to 30 June from your original travel date with one free change
Reroute to select destinations free of charge for outbound travel up to 31^st May (subject to availability). Select destinations are Dubai, Denpasar, Manila, Cebu, Clark, Singapore, Bangkok, Phuket, Kuala Lumpur, Hanoi, Phnom Penh, Saigon, Jakarta, Taipei, Mauritius, Seychelles, Nairobi, Dar Es Salaam, Casablanca, Tunis, Addis Ababa, Johannesburg, Durban and Cape Town.

Beijing

Emirates will continue operations to/from Beijing (PEK) as scheduled. However, customers are advised to arrive 4 hours before scheduled departure time.

From 14 February, the Dubai Health Authority (DHA) will conduct a COVID-19 test on customers arriving from Beijing with Dubai as their final destination. Customers who are transiting through Dubai International airport will not be tested. Customers will be given DHA’s Health Declaration Forms at Beijing check-in, which they should complete and hand over to the DHA during the COVID-19 testing in Dubai. Our airport services team will escort customers to the health screening area at Dubai International airport on arrival.

SINGAPORE

Refund & rebooking options for Singapore flights

Customers booked to fly to Singapore from 28 Jan 2020 – 31 March 2020 (both dates inclusive), can contact their travel agent or Emirates office to rebook or reroute their journey. Any applicable change fee or fare difference will be waived. Outside of this travel period, normal refund and flight change charges will apply and refund for any unused tickets will not be permitted.

In addition, customers travelling to Singapore (excluding Emirates’ flights from Melbourne – Singapore – Melbourne and/or Brisbane – Singapore – Brisbane) with tickets issued on or before 25^th Feb 2020 can opt to:

Rebook for travel up to 30^th June 2020 (one free change)
Reroute to select destinations free of charge for outbound travel up 30^th June (subject to availability). Selected destinations are Dubai, Denpasar, Phuket, Manila, Cebu, Clark, Bangkok, Kuala Lumpur, Hanoi, Phnom Penh, Saigon, Jakarta, Taipei, Mauritius, Seychelles, Nairobi, Dar Es Salaam, Casablanca, Tunis, Addis Ababa, Johannesburg, Durban and Cape Town.

THAILAND

The UAE Ministry of Foreign Affairs and International Cooperation issued a directive detailing a travel ban to Thailand for UAE citizens. Customers can rebook or reroute their journeys until 31st May. For more information please visit: https://www.mofaic.gov.ae/en/mediahub/news/2020/2/24/24-02-2020-uae-ban

For more information and current updates visit.. https://www.emirates.com/ke/english/help/travel-updates.aspx/#3515

General rebook policy because of Coronavirus travel restrictions

Due to the coronavirus outbreak, an increasing number of countries have implemented stricter travel restrictions as a precautionary measure. It depends on the country where you’re travelling to or from, your nationality or permanent residency status, and travel history to China what these travel restrictions entail. Stricter travel restrictions apply to passengers who:

have visited mainland China (including Hubei province) in the last 14 days or;
are in the possession of a Chinese passport issued by Hubei province or by mainland China or;
in the last 14 days have visited South Korea, Italy or another country that may be subject to restrictions.

Local immigration authorities can provide you with more information. They will also be able to tell you whether the measures they’ve taken apply to your situation if you’re in doubt. We strongly recommend reviewing the latest entry requirements of any destination you’re travelling to, even if you’re a citizen or resident of that destination – or if it’s just for a transfer and connecting flight.

Rebooking options are valid if you have a ticket originally issued on or before Monday 24 February 2020. If you need assistance with rebooking, please contact us. Details can be found at the bottom of this page.

Travel restrictions implemented by the United States

If you are no U.S. citizen, don’t have a permanent residency status and have been in China in the preceding 14 days, travel to the United States is restricted. Are you a U.S. citizen or do you have permanent residency status, but have you been in China in the preceding 14 days? In this case you are allowed entry, but only via the following airports:

John F. Kennedy International Airport (JFK), New York
Newark Liberty International Airport (EWR), New York
Chicago O’Hare International Airport (ORD), Illinois
San Francisco International Airport (SFO), California
Seattle-Tacoma International Airport (SEA), Washington
Daniel K. Inouye International Airport (HNL), Hawaii
Los Angeles International Airport (LAX), California
Hartsfield-Jackson Atlanta Airport (ATL), Georgia
Washington Dulles International Airport (IAD), Washington
Dallas/Fort Worth International Airport (DFW), Dallas
Detroit Metropolitan Wayne County Airport (DTW), Detroit

If you need assistance with rebooking to one of the airports mentioned above, please contact us. Details can be found at the bottom of this page.

Rebook your flight

Is the departure date of your flight to, from or via any of the countries that have implemented travel restrictions until Tuesday 31 March 2020? Then your new departure date should be no later than within 30 days of the original travel date(s). You can rebook your flight at the latest on Tuesday 31 March 2020. Please see below options and rules:

1. Change your travel dates

You may change your travel dates of KLM, Air France and/or Delta Air Lines flights once.
You can only change your travel dates if the same fare type as mentioned in your original ticket is available. If you change to a higher fare type, you may need to pay the fare difference. Upgrading your ticket to Business Class is only possible by contacting us directly via social media or by telephone.
You will not have to pay the change fee.

2. Change your destination

You may use the full value of your original tickets for new tickets on KLM, Air France and/or Delta Air Lines.
You will not have to pay the change fee.

How to rebook
You can rebook in the following ways:

Log in to My Trip and change your travel dates and/or destination yourself if:
- you have a KLM, Air France and/or Delta Air Lines ticket,
- your journey has not started yet,
- you are not travelling with a baby (0-1 years),
- you did not request a special service (e.g. ordered a special meal, are travelling as an unaccompanied minor, have requested transportation of a wheelchair or pet, or the use of a bassinet).
We can help you rebook your journey via social media:
- Go to Facebook 
- Go to Messenger 
- Go to Twitter 
- Go to WeChat  (If you need our help, we can be reached 24/7 via WeChat. However, due to the Coronavirus outbreak, the Chinese line is very busy at this moment. If you’re able to communicate in English, please use the English line so we can help you more quickly.)
If you don’t want to arrange the rebooking online or if you need assistance, contact the KLM Customer Contact Centre.
Did you book your ticket via a travel agent? Please contact them directly to rebook.

How to request a refund

You are entitled to a full refund of your ticket if you are impacted by above mentioned travel restrictions.

If you bought your ticket via KLM.com, a KLM ticket office or the KLM Customer Contact Centre, and your ticket number starts with 074, you can apply for a refund online  in just a few steps. You can also call us, but lines may be quite busy.
If you booked via a travel agent, please contact them directly to request a refund.

For more information and current updates visit https://www.klm.com/travel/ke_en/prepare_for_travel/up_to_date/flight_update/index.htm

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Flights upgrade

Dear Trade Partner,

Reference to latest update and travel suspension effective 25th March 2020 midnight, please note the following changes to accommodate passengers and market last minute demand.

Flight	A/C	Capacity	DEP	ARR	Change
QR1336\|24MAR	A330	30/265	16:55	22:55	Flight upgrade
QR1342\|25MAR	A350	36/247	0:45	6:45	Flight upgrade
QR2342\|25MAR	A320	12/120	22:45	4:45	Retime QR 1342/26 March 2020

If there are further updates to the above, we will keep you informed.

Changes are reflected on your GDS.

Qatar Airways

Nairobi Sales

Travel with Confidence (Revised 17th March 2020)

The safety, security and good health of our passengers and employees is our highest priority.

Qatar Airways is working closely with global and national authorities to understand the latest advice and guidance on COVID-19 (Coronavirus) and operate our services accordingly.

Like all airlines around the world, we have to balance the needs of our millions of passengers with the operational challenges we face due to entry restrictions imposed by a number of countries.

Service Alterations

To this end, we have amended or cancelled some of our services to reflect these issues. Please make sure your contact details are up to date on our Manage Booking page, so we can let you know directly if your flight is affected.

We encourage all passengers to see real-time Flight Status for the latest information.

Qatar Airways’ commercial policy currently covers tickets for travel as outlined in the box below

Flights to/from	Ticket Issued Date (on or before)	Travel Dates From / To (Inclusive)	Rebooking for New Travel Dates Permitted up to
China	26 February 2020	3^rd Feb to 30^th April 2020	15 May (Inclusive)
Hong Kong	26 February 2020	3^rd Feb to 31^st March 2020	15 May (Inclusive)
Iran (Except for Tehran – QR 498/491)	3 March 2020	26 February – 15 April 2020	15 May (Inclusive)
South Korea (Not applicable to transiting passengers via Doha)	26 February 2020	26 February – 31 March 2020	15 May (Inclusive)
Egypt (Passengers originating from Egypt via any intermediate points)	29 February 2020	26 February – 31 March 2020	New dates of travel must be within 30 days from the original date of travel
Italy	4 March 2020	1 March – 31 March 2020	15 May (Inclusive)

Affected passengers can re-book their tickets to alternative dates or destinations, or request a full refund without charge. For tickets outside of those dates or to countries not covered by this policy, normal fare rules apply for re-bookings or cancellations will apply.

If you have booked your ticket on qatarairways.com or through any of our offices, you can re-book your tickets or submit a refund request online or by telephoning your local contact center.
If you have booked your tickets though a travel agent, please contact your travel agent to amend or refund your booking.

Entry to Qatar

In line with various global health warnings and under the circular by Qatar’s Ministry of Public Health, the following entry restrictions apply:

In relation to passengers from China, Iran, South Korea and Italy, only those with onward connections through Hamad International Airport are accepted for travel. Qatari nationals and those who are in possession of a Qatar Residency Permit are exempted from the above-mentioned decision, however these passengers will be asked to stay in a quarantine facility for 14 days as per the World Health Organization’s measures.

All passengers arriving from Hong Kong, Japan and Singapore will be screened and those displaying disease symptoms will be taken for further testing. Passengers returning positive test results will be admitted to treatment centres as per the measures of the Ministry of Public Health.

In line with the circular from the Qatar Civil Aviation Authority (QCAA) concerning preventing the spread of Coronavirus, Qatar Airways is prohibited from carrying all passengers from Egypt via any intermediate point(s), including those who are in possession of a Qatar Residency Permit. Qatari nationals are exempted from the above-mentioned decision, however will be asked to stay in a quarantine facility for 14 days as per the World Health Organization’s measures.

Restriction on Entry to Other Countries

A number of countries have issued restrictions on entry for overseas travellers. Please note these restrictions can change at short notice. All passengers should therefore check the information published by the Government of their destination country before traveling.

For more information and current updates visit https://qatarairways.zendesk.com/hc/en-us/articles/360006229097-COVID-19-Coronavirus-Update

ETIHAD COVID-19 TRADE GUIDE

POLICY UPDATE
Married Segment Integrity Policy

A revised Married Segment Integrity policy will come into effect from 1 May 2020. This new policy replaces the current Etihad Policy on Married Segment Logic dated 1 June 2014. The objective of this policy is to effectively manage Etihad inventory which enables all our travel partners to get the correct availability. The change in policy is around the topics below.

Origin-Destination (O&D) availability abuse
Married segments violation
Agency Debit Memo (ADM) policy

Please do go through the policy content to be informed of the new measures, including stringent penalties, for misuse.

For the latest news, policies and training material, please visit etihadhub.com.
Also share your views and suggestions in our Feedback section.

Focusing on the future of travel together

Dear Trade Partner,

The past few months have undoubtedly been some of the most challenging times we’ve ever had to face. And whilst we know there’s still some way to go, we’re committed to working closely with our worldwide partners to ensure that together, we look to the future with confidence and optimism.

We want to make sure that we’re doing everything we can to help you manage bookings quickly and easily – with more freedom and flexibility ¬– and make it even more rewarding for your customers to save their trip for later.

Bonus cash and miles with Etihad Credit

Why let today get in the way of adventure? We’ll reward your customers with up to US $400 and up to 5,000 Etihad Guest Miles when they save their trip for later with Etihad Credit. Simply cancel their existing booking and use the value towards their next flight.

Etihad Credit bonus value
Journey	Business & First (USD)	Economy (USD)
Flights within GCC, Middle East, Egypt & Indian Subcontinent	$100	$40
Flights to and from North America & Australia	$400	$100
All other journeys	$300	$60

Find out more about Etihad Credit and our latest travel information, advice and policies at etihadhub.com.

Thank you from all of us at Etihad for your continued support, we really value our partnership with you.

Duncan Bureau
Senior Vice President Sales & Distribution
Etihad Airways

Dear Trade Partner

GDS refund function temporarily suspended

We are currently receiving a high volume of refunds through our GDS channels. As of today, we have suspended the Automated Refund function in all GDS. This is a temporary measure to help us monitor each booking.

Refunds are still available for eligible tickets. Requests can simply be submitted via “Refunds Applications” through the BSP link.

Remember, you can find out more about rebooking at etihadhub.com, including Etihad Credit and our free change policy.

Thank you for your continued support.

Etihad Airways temporarily suspends flights

Dear Trade Partner,

From 25 March 2020, Etihad Airways will temporarily suspend all flights to, from and via Abu Dhabi. This is following a decision by the National Emergency Crisis and Disaster Management Authority, and the General Civil Aviation Authority (GCAA) to suspend all inbound, outbound and transit passenger flights in the UAE. This decision has been made to limit the spread of the COVID-19 novel coronavirus and to protect citizens, residents and international travellers.

As a result, the country’s international airports will close to civilian traffic for an initial period of two weeks. The suspension to and from Abu Dhabi International Airport will begin at 23:59 (UAE) on 25 March 2020, for an initial 14 days. This is subject to further directives by the relevant authorities. Cargo and emergency evacuation flights are exempt from this and will therefore continue.

A comment from Tony Douglas, Group Chief Executive Officer, Etihad Aviation Group:

“These are unprecedented times and unprecedented decisions are being made by governments, authorities and companies, including Etihad, to contain the spread of the coronavirus and to help minimise its effects around the world. We stand with our loyal customers, who are having to endure disruption and inconvenience to their travel and their daily lives, and we dedicate all our efforts and resources to ensuring we do all we can to assist them with their travel planning during this challenging period. As the national airline, we stand in full support of the UAE government’s decision, and are confident that we’re well prepared to weather the commercial and operational impact this suspension will have on our services.”

We will continue to follow directives from the UAE and international government and regulatory authorities and are applying a contingency plan to assist all affected customers.

Guests will be notified if their flight is cancelled. However, before proceeding to the airport, guests should still check the status of their flights using our Flight Tracker.

We will announce the resumption of services through etihadhub.com and all other Etihad communication channels once restrictions are lifted.

For the latest information and updated rebooking policy, please visit etihadhub.com

Thank you for your continued support.

Dear Trade Partner,

Etihad Airways has suspended transit travel through Abu Dhabi International Airport, effective from 22:00 (UAE local time) on Monday 23 March.

If your guest is booked on a connecting flight via Abu Dhabi to anywhere else on our network, they will not be able to travel.

Only the following guests will be allowed entry into Abu Dhabi:

UAE citizens and immediate family members
Diplomatic passport holders with UAE-API clearance
Domestic helpers of UAE Nationals with UAE-API clearance

Please advise all other guests not to make their way to the airport.

Please visit etihadhub.com to understand your rebooking options. We regret any inconvenience this may cause.

Commercial Waiver Update

Dear Trade Partner,

Please see below important policies from Etihad Airways regarding COVID-19.

Policy for guests whose flight has been cancelled and/or travel restrictions have been imposed on their origin/destination due COVID-19. Except the UAE.

For departures up to 30 June 2020 impacted by COVID-19, including:

· Cancelled flights

· Guests are not permitted or advised again travelling by their local authorities

(Entry regulations are based on information found in TIMATIC. Departure from origin based on information available by local official government authorities’ circulars / official document and websites only.)

Rebooking / re-issue

One free date change is permitted to a future date that is on/before 15 July 2020.
Rebooking must be done on the original RBD or the lowest available RBD in the same cabin.

Change fees are waived for this one instance only, any subsequent changes will be subject to normal reissue fees.

Re-routing and endorsement onto other airlines is not permitted.

Rerouting to an alternate EY gateway is permitted FOC within the below zones based on the original origin/destination. Any re-routing beyond the above points will charge the difference in fare.

Re-route table:

Region	Airports
North America	JFK, LAX, ORD, IAD
United Kingdom & Ireland	LHR, MAN, DUB
East Europe	MSQ, DME
North Europe	BRU, MUC, DUS, FRA, AMS, GVA, ZRH, CDG
West Europe	MAD, BCN, AGP
South Europe	BEG, FCO, ATH, MXP, IST
Middle East	AMM, BEY, GYD
GCC	AUH, BAH, JED, RUH, DMM, MCT, SLL, KWI
Northern Africa	NBO, HBE, CAI, CMN, RBA, LOS
Southern Africa	KRT, JNB, SEZ
Indian Subcontinent	DEL, BOM, AMD, HYD, MAA, BLR, CCJ, COK, TRV, CCU, KTM, CMB, KHI, LHE, ISB, MLE
North East Pacific	PEK, CTU, PVG, HKG, SEL, NRT, NGO
South East Pacific	MNL, BKK, HKT, KUL, JKT, SIN
Australia	BNE, SYD, MEL

Please note: rebooking/rerouting change permitted provided there is no regulatory entry restriction by local authorities and rebooking subject to documentation check /compliance.

Cancellation / refund

Permitted without any penalty charges for the unused portion of the ticket.
For partially used tickets refund based on pro-rata mileage flown.

The above policy is applicable for Group bookings also.

Guests may contact their travel agent through whom the original ticket was purchased or any Etihad office to process the refund.

PNR must be updated with: “Invol change due COVID-19-ROW”.

Policy for travel commencing in the UAE. One free date change is permitted for tickets issued on or before 5 March 2020 for travel until 15 April 2020. This applies to tickets issued in the UAE where the origin or destination is AUH.

Rebooking / re issue

One free date change is permitted

Rebooking needs to be done on the original RBD or the lowest available RBD in the same cabin.

Change fees are waived for this one instance only, any subsequent changes will be subject to normal reissue fees.

Any fare difference resulting from the reissue will be applicable.

Re-routing and endorsement onto other airlines are not permitted. Any re-routing beyond the above points will charge the difference in fare.

Cancellation / refund

For teachers in the UAE:
Refund is permitted without any cancellation charge. For partially used tickets refund is based on pro rate mileage flown.
Valid proof is required in the form of a letter from the educational institute confirming the teacher is employed.

For all other guests:
Refund is permitted as per fare rules.
PNR must be updated with: “Invol change due COVID-19-UAE”

For more information and regular updates, visit agents.etihad.com

ETIHAD AIRWAYS’ UPDATE RE FLIGHT CHANGES AND REBOOKING OR CANCELLATION OF TRAVEL

In response to the Covid-19 (novel coronavirus) outbreak, extensive measures have been introduced globally to help limit the spread of the virus.

Flight cancellations and initiatives by governments to limit the entry of some passengers to certain countries are disrupting travel plans.

Etihad Airways has suspended services on some routes and introduced fee waivers for guests wishing to or required to cancel their flights or change their travel arrangements for reasons related to Covid-19.

Details of suspended services, or those affected by specific restrictions, and procedures for cancelling or changing travel on impacted routes are listed below.

Please note that governments may impose travel restrictions at short notice.

The airline continues to work closely with authorities and industry partners on this important issue.

MAINLAND CHINA AND HONG KONG

In accordance with directives from regulatory authorities in the United Arab Emirates, Etihad Airways, the national airline, has reduced temporarily its services to mainland China in response to the Covid-19 outbreak.

The airline has suspended its daily flights between Abu Dhabi and Shanghai, three flights per week between Abu Dhabi and Chengdu, and daily flights between Beijing and Nagoya, Japan.

These suspensions will remain in place until authorities approve recommencement of services.

Flights between Abu Dhabi and Hong Kong have been suspended between 21 February and 28 March due to reduced demand.

Daily flights between Abu Dhabi and Beijing continue, but passengers travelling from Beijing will be subject to stringent screening prior to entering Abu Dhabi.

For passengers or intending passengers whose travel plans have been affected, details of flight cancellation and rebooking policies are listed below.

RESTRICTIONS ON TRAVEL TO/FROM THAILAND

Effective from 25 February 2020, until further notice, the UAE Ministry of Foreign Affairs and International Cooperation has banned travel to Thailand by UAE nationals.

Etihad Airways flights between Abu Dhabi and the Thai destinations of Bangkok and Phuket continue to operate.

For any passengers or intending passengers whose travel plans have been affected by this travel restriction, cancellation and rebooking policies are listed below.

RESTRICTIONS ON TRAVEL TO/FROM SAUDI ARABIA

Effective from 27 February 2020, until further notice, the Kingdom of Saudi Arabia has introduced extensive restrictions on travel.

Passengers travelling as tourists will be denied entry to Saudi Arabia if, in the past 14 days, they have visited Afghanistan, Azerbaijan, mainland China, Hong Kong, Macao, Taipei, India, Indonesia, Iran, Iraq, Italy, Japan, Kazakhstan, South Korea, Lebanon, Malaysia, Pakistan, Philippines, Singapore, Somalia, Syria, Thailand, Uzbekistan, Vietnam or Yemen. This restriction does not apply to nationals of Saudi Arabia.

Until further notice, Saudi Arabia will not admit travellers of any nationality who hold Umrah visas or visit visas.

Additionally, until further notice, GCC nationals will require passports to travel to or from Saudi Arabia. National ID cards will not be accepted.

Etihad Airways flights continue to operate as normal between Abu Dhabi and Saudi Arabia.

REBOOKING AND REISSUE OF TICKETS ON ETIHAD AIRWAYS FOR PASSENGERS AFFECTED BY COVID-19 RESTRICTIONS

Many passengers intending to travel, or part-way through their journeys, have been impacted by flight cancellations or by travel restrictions imposed to help contain the spread of the Covid-19 virus.

For those due to fly before 30 June 2020, but whose flights have been cancelled, or who are unable to commence or complete their journeys due to restrictions, travel can be rebooked for departures up to 15 July 2020, without standard change fees.

Only one change is permitted. Further changes will attract standard fees. Re-routing or rebooking can only proceed if there are no travel restrictions on intended routes.

Passengers can also request a cancellation. In this case, the refund is without penalty on the unused portion of any tickets.

Eligibility for these changes

Subject to flight availability and travel conditions imposed by governments, guests who are impacted by flight cancellations or by entry or exit restrictions in selected destinations may also reroute their journey via other Etihad destinations in the same zones. Etihad Airways Guest services can advise which alternative ports are available for such changes.

CONTACT CENTRE DETAILS

Passengers who would like to change their travel dates or cancel their Etihad flights should call the Etihad Airways Guest Contact Centre in the UAE on (+971) 600 555 666, or the call centre in mainland China on (+86) 400 882 2050, in Hong Kong on (+852) 3071 3221, or in the destination from which they are travelling. A list of local call centre numbers can be found at https://www.etihad.com/en/help/contact-us

Alternatively, passengers can contact their travel agents.

For more information and current updates https://www.etihad.com/en-ke/?CID=PPC-KENYA-GOOGLE&gclid=CjwKCAiA44LzBRB-EiwA-jJipM2YswXKJU7WtofrLmE1wUvs0rj6k8VgvzSXAVVAa1crkZcf42H66RoCh5UQAvD_BwE&gclsrc=aw.ds

Travel Advisory on COVID-19 coronavirus outbreak

Prepared in accordance with IATA News daily updates and based on travel advisories that we are aware of.

Published on 05^th March 2020. Further updates will be provided every 24 hours.

You are advised to monitor and check official websites of World Health Organization, relevant authorities and local government agencies for the latest developments on COVID-19 coronavirus. Do adjust your travel plans based on the latest information provided.

Bahrain published – published 04.03.2020

1. Passengers and airline crew who have transited through or have been in China (People’s Rep.), Egypt, Hong Kong (SAR China), Iran, Iraq, Italy, Japan, Korea (Rep.), Lebanon, Malaysia, Singapore or Thailand in the past 14 days are not allowed to enter Bahrain.

This does not apply to nationals of Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and United Arab Emirates.
This does not apply to passengers who reside in Bahrain.
This does not apply to military personnel
This does not apply to passengers with a special approval from Nationality, Passport Residence Affairs Directorate of Bahrain

2. Nationals of Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and United Arab Emirates who have transited through or have been in China (People’s Rep.), Hong Kong (SAR China), Iran, Iraq, Italy, Japan, Korea (Rep.), Malaysia, Singapore or Thailand in the past 14 days will be subject to quarantine and enhanced testing procedures recommended by the World Health Organization (WHO).

3. Passengers who reside in Bahrain and who have transited through or have been in China (People’s Rep.), Egypt, Hong Kong (SAR China), Iran, Iraq, Italy, Japan, Korea (Rep.), Lebanon, Malaysia, Singapore or Thailand will be subject to quarantine and enhanced testing procedures recommended by the World Health Organization (WHO)

EGYPT – published 28.02.2020

1. Passengers who have been in Bahrain, China (People’s Rep.), Chinese Taipei, Hong Kong (SAR China), Iran, Iraq, Italy, Japan, Korea (Rep.), Kuwait, Macao (SAR China), Malaysia, Singapore, Thailand or Vietnam must fill in a health card with their full name, detailed address, nationality, flight number, full route, date of arrival, and telephone number. They will be monitored by the General Quarantine Administration for the following 14 days.

INDIA – published 04.03.2020

1. Visa and e-visa issued to nationals of Iran, Italy, Japan and Korea (Rep.) on or before 3 March 2020 are invalidated.

This does not apply to passengers with an OCI card.
This does not apply to airline crew.
This does not apply to diplomats and the United Nations officials

2. Visa and e-visa issued to nationals of China (People’s Rep.) before 5 February 2020 are invalidated.

This does not apply to passengers with an OCI card.
This does not apply to airline crew.
This does not apply to diplomats and the United Nations officials

3. Passengers who have been in China (People’s Rep.), Iran, Italy, Japan or Korea (Rep.) on or after 1 February 2020 are not allowed to enter India. Their visa and e-visa are invalidated.

This does not apply to nationals of India.
This does not apply to passengers who reside in India.
This does not apply to passengers with an OCI card.
This does not apply to airline crew.
This does not apply to diplomats and the United Nations officials

4. Nationals of Japan and Korea (Rep.) can no longer obtain a visa on arrival.

5. Passengers are required to fill the self-declaration form in duplicate upon arrival.

6. Passengers arriving from China (People’s Rep.), Hong Kong (SAR China), Indonesia, Iran, Italy, Japan, Korea (Rep.), Macao (SAR China), Malaysia, Nepal, Singapore, Thailand or Viet Nam must go thorough medical screening upon arrival.

INDONESIA – published 08.02.2020

1. Passengers and airline crew who have been in China (People’s Rep.) in the past 14 days are not allowed to enter or transit Indonesia.

This does not apply to nationals of Indonesia
This does not apply to residents of Indonesia

IRAN – published 25.02.2020

1. Nationals of China (People’s Rep.) with a normal passport, passengers with a Hong Kong (SAR China) passport and passengers with a Macao (SAR China) passport are no longer visa exempt. However, they can obtain a visa on arrival. They are required to clear the medical and health check upon arrival. After that they will be given a certificate.

2. Based on the travel advisory restriction issued by United Arab Emirates Government, nationals of United Arab Emirates are not allowed to travel to Iran.

JORDAN – published 01.03.2020

1. Passengers who have been in China (People’s Rep.) Iran, Italy or Korea (Rep.) in the past 14 days are not allowed to transit or enter Jordan.

This does not apply to nationals of Jordan, their spouses and children.
This does not apply to Chinese Delegations and diplomats.
This does not apply to Italian Delegations and diplomats.

KUWAIT – published 04.03.2020

1. Nationals of China (People’s Rep.) are not allowed to enter Kuwait.

2. Nationals of Iran, Iraq, Italy, Japan, Korea (Rep.), Singapore and Thailand are not allowed to enter Kuwait.

3. Passengers with a Hong Kong (SAR China) passport are not allowed to enter Kuwait.

4. Passengers with a residence permit or visa issued by China (People’s Rep.) who have been in China (People’s Rep.) in the past 2 weeks are not allowed to enter Kuwait.

5. Passengers with a residence permit or visa issued by Hong Kong (SAR China) who have been in Hong Kong (SAR China) in the past 2 weeks are not allowed to enter Kuwait.

6. Passengers who have been in Iran, Iraq, Italy, Japan, Korea (Rep.), Singapore or Thailand in the past 2 weeks are not allowed to enter Kuwait.

This does not apply to nationals of Kuwait.

7. GCC Nationals travelling to Kuwait must carry their passports for clearance.

Effective 8 March 2020:

8. Passengers arriving from Azerbaijan, Bangladesh, Egypt, Georgia, India, Lebanon, Philippines, Sri Lanka, Syria and Turkey must complete a medical examination (PCR-certificate) confirming that they are free from coronavirus (COVID-19). The medial certificate must be issued by health centers approved by the embassy of Kuwait.

This does not apply to nationals of Kuwait.

MALAYSIA – published 02.03.2020

1. Passengers and airline crew who have been in the Hubei, Zhejiang or Jiangsu Provinces (China People’s Rep.) in the past 14 days are not allowed to enter Malaysia. This does not apply to nationals of Malaysia and passengers who reside in Malaysia.

2. Passengers and airline crew who have been in Daegu and Cheongdo in Korea (Rep.) in the past 14 days are not allowed to enter Malaysia. This does not apply to nationals of Malaysia and passengers who reside in Malaysia.

3. Nationals of China (People’s Rep.) with a passport issued in Hubei, Zhejiang or Jiangsu Province (China People’s Rep.) are not allowed to enter Malaysia. This does not apply to passengers who reside in Malaysia.

MALDIVES – published 03.03.2020

1. Passengers and airline crew who have been in China (People’s Rep.), Iran or in North Gyeongsang and South Gyeongsang Provinces in Korea (Rep.) in the past 14 days are not allowed to enter the Maldives. – This does not apply to nationals of the Maldives.

2. Passengers and airline crew must fill-in a “Health Declaration Card” and an “Immigration Arrival Card” before arriving in the Maldives.

NEPAL – published 03.03.2020

Effective 10 March 2020:

1. Nationals of China (People’s Rep.), Iran, Italy, Japan and Korea (Rep.) can no longer obtain a visa on arrival. They must obtain a visa before departure.

2. Passengers with a Hong Kong (SAR China) passport can no longer obtain a visa on arrival. They must obtain a visa before departure.

3. Passengers with a Macao (SAR China) passport can no longer obtain a visa on arrival. They must obtain a visa before departure.

OMAN – published 03.03.2020

1. Nationals of China, Iran and Italy are not allowed to enter Oman.

This does not apply to nationals of China, Iran and Italy with a Resident Visa issued by Oman.

2. Nationals of Oman are allowed to enter with a national ID card if they used the card when they departed from Oman.

3. Nationals of Bahrain, Kuwait, Qatar, Saudi Arabia and the United Arab Emirates are no longer allowed to enter the Oman with a national ID card, they must have a passport.

4. Passengers arriving from China (People’s Rep.), Iran, Japan, Korea (Rep.), Singapore or Italy will be subject to quarantine for a minimum of 14 days.

This does not apply to nationals of China, Iran and Italy.

PHILIPPINES – published 28.02.2020

1. Passengers who have transited through or have been in China (People’s Rep.), Hong Kong (SAR China) or Macao (SAR China) in the past 14 days are not allowed to enter the Philippines.

This does not apply to nationals of the Philippines. They will be required to self-isolate for a period of 14 days from their arrival into the Philippines.
This does not apply to spouses or children of nationals of the Philippines. They will be required to self-isolate for a period of 14 days from their arrival into the Philippines.
This does not apply to permanent residents of the Philippines. They will be required to self-isolate for a period of 14 days from their arrival into the Philippines.

2. Passengers who have transited through or have been in the North Gyeongsang Province (including Daegu and Cheongdo Country) of Korea (Rep.) in the past 14 days are not allowed to enter the Philippines.

This does not apply to nationals of the Philippines.
This does not apply to spouses or children of nationals of the Philippines.
This does not apply to permanent residents of the Philippines.

QATAR – published 02.03.2020

1. Nationals of Egypt are allowed to enter, if they have not visited;

Egypt within 1 month of the date of arrival
China, Iran or South Korea within 21 days of the date of arrival

2. Nationals of China, Iran or South Korea are allowed to enter if they;

hold a valid visa to enter Qatar
have not visited Egypt within 1 month of the date of arrival
have not visited China, Iran or South Korea within 21 days of the date of arrival

3. All other nationalities (who all are permitted/eligible to obtain VOA at DOH) are allowed to enter/transit or transfer provided they;

have not visited Egypt for 1 month prior to date of arrival
have not visited China, Iran or South Korea for 21 days prior to the date of arrival

4. Above does not apply to nationals of Qatar.

5. Passengers who have been in China (People’s Rep.), Iran, Japan, Korea (Rep.), Singapore or Italy in the past 14 days will be required to self-quarantine for 14 days.

RUSSIAN FED. – published 28.02.2020

1. Nationals of China (People’s Rep.) are not allowed to enter Russian Fed. This does not apply to passengers who reside in Russian Fed. This does not apply to airline crew.

2. Passengers with a Hong Kong (SAR China) or Macao (SAR China) passport are not allowed to enter Russian Fed. This does not apply to passengers who reside in Russian Fed. This does not apply to airline crew.

3. Nationals of Iran are not allowed to enter Russian Fed.

SAUDIA ARABIA – published 01.03.2020

1. Passengers who have transited through or have been in China (People’s Rep.), Chinese Taipei, Hong Kong (SAR China), Iran or Macao (SAR China) in the past 14 days are not allowed to enter Saudi Arabia. This does not apply to nationals of Saudi Arabia.

2. Nationals of the GCC countries are no longer allowed to enter Saudi Arabia with a national ID card. They must travel with their passport. This does not apply to nationals of Saudi Arabia who are allowed to enter with a national ID card if they used the card when they departed from Saudi Arabia.

3. Passengers arriving from Afghanistan, Azerbaijan, China (People’s Rep.), Chinese Taipei, Hong Kong (SAR China), India, Indonesia, Iran, Iraq, Italy, Japan, Kazakhstan, Korea (Rep.), Lebanon, Macao (SAR China), Malaysia, Pakistan, Philippines, Singapore, Somalia, Syria, Thailand, Uzbekistan, Vietnam or Yemen, with a tourist visa are not allowed to enter the Saudi Arabia.

4. Passengers traveling for the purpose of Umrah or visiting the Prophet’s mosque are not allowed to enter Saudi Arabia. This does not apply to nationals of Bahrain, Kuwait, Oman, Qatar and United Arab Emirates with Hajj and Umrah permit, obtained through the website of the Ministry of Hajj and Umrah.

5. Airline crew will be subject to medical examination, if required.

SRI LANKA – published 03.03.2020

1. Nationals of China (People’s Rep.) can no longer obtain a visa on arrival in Sri Lanka.

2. Passengers who have been in Iran, Italy or Korea (Rep.) in the last 14 days will be subject to immediate quarantine.

THAILAND – published 25.02.2020

1. Based on the travel advisory restriction issued by United Arab Emirates Government, nationals of United Arab Emirates are not allowed to travel to Thailand.

TURKEY- published 02.03.2020

1. Passengers who have transited through or have been in China (People’s Rep.), Iran, Iraq, Italy or Korea Rep. in the past 14 days are not allowed to enter Turkey. This does not apply to nationals of Turkey and residents of Turkey.

UNITED ARAB EMIRATES – published 29.02.2020

1. Nationals of the United Arab Emirates are allowed to enter with a national ID card if they left before 28th February 2020.

2. Nationals of Bahrain, Kuwait, Oman, Qatar and Saudi Arabia are no longer allowed to enter the United Arab Emirates with a national ID card, they must have a passport.

3. Based on the travel advisory restriction issued by United Arab Emirates Government, nationals of United Arab Emirates are not allowed to travel to Iran or Thailand

For more information and current updates visit https://www.omanair.com/ke/en/travel-advisory-covid-19-coronavirus-outbreak

Dear Business Partner,

In view of the exceptional circumstances caused by the spread of the coronavirus, Lufthansa Group Airlines Lufthansa, SWISS, Austrian Airlines, Brussels Airlines and Air Dolomiti are meeting their customers’ needs even more closely.

As already announced on 13 March, customers who have tickets for cancelled and existing Lufthansa Group flights can keep these tickets without having to commit to a new flight date straight away. Existing bookings will initially be cancelled, but the ticket and ticket value will remain unchanged and can be extended to a new departure date up to and including 31 December 2020. Customers can also rebook to another destination.

Previously, customers were asked to notify the airlines of their desired rebooking date by June 1, however this period has been extended by twelve weeks until 31 August 2020. With this policy extention, the Lufthansa Group Airlines are responding to the wish of many customers to help make their travel plans more flexible under the exceptional circumstances caused by the spread of the coronavirus.

The Lufthansa Group offers its customers a discount of 50 euros on every rebooking. Of course rebooking fees will still not be charged, regardless of which fare was booked. Should the rebooked fare be more expensive due to a change of destination (e.g. rebooking from short-haul to long-haul), change of class of travel or similar, an additional payment may be necessary despite the discount. This regulation applies to tickets booked up to and including 31 March 2020 and with a confirmed travel date up to and including 31 December 2020.

Currently Lufthansa Group Service Centers and stations are experiencing an extraordinary high number of customer requests. Lufthansa Group is constantly working on increasing the capacity, to cope with the demand. However, there are currently long waiting times, which means that unfortunately processing customer requests can be delayed. It is important to note that customers do not need to contact Lufthansa Group Customer Service before the original flight date. Rebooking is also possible after the planned flight date has passed. Rebookings can be made via Customer Service or travel agencies. The rebooking possibility with discount on lufthansa.com, swiss.com and austrian.com is currently under development. In parallel, the online rebooking functions without discount are available for short-term rebooking.

Yours sincerely,

Your Lufthansa Group airlines Team

Dear Travel Partner,

Despite the new travel guidelines ordered by the US administration on passengers from the European Union, Switzerland and other countries, Lufthansa Group airlines will continue to offer flights to the USA from Germany, Austria, Switzerland and Belgium.

The special flight schedule valid from 14 March 2020:

§ Austrian Airlines: from Vienna (VIE) to Chicago (ORD)

§ Lufthansa: from Frankfurt (FRA) to Chicago (ORD) and Newark (EWR)

§ SWISS: from Zurich (ZRH) to Chicago (ORD) and Newark (EWR)

§ Brussels Airlines: from Brussels (BRU) to Washington (IAD)

With this adjusted flight schedule, the Lufthansa Group airlines are maintaining at least some air traffic connections to the USA from Europe. Via Chicago, Newark and Washington passengers will still be able to reach all destinations within the USA with joint-venture partner United Airlines.

All other Austrian Airlines, Lufthansa, SWISS, Brussels Airlines and Eurowings flights to the USA will be suspended until further notice due to U.S. administration restrictions, including all departures from Munich (MUC), Düsseldorf (DUS) and Geneva (GVA).

If your customers are unable to travel due to the changed US entry restrictions, the airlines of the Lufthansa Group offer free of charge rebooking and refund options.

We regret the inconvenience and the high additional workload that you will have to deal with in your travel agency due to these flight schedule adjustments. We would like to thank you very much for your confidence in the Lufthansa Group and your great support in these times.

(This policy was last updated 12.03.2020 18:09 Hours CET)

For further questions, please don’t hesitate to contact our local Lufthansa Group Office.

Our contacts:

Customer Care Agent – Reservations and Ticketing : nboticketteam@dlh.de

Telephone number : +254 798 471121/23

Toll free numbers for Reservations & Ticketing enquiries :

Lufthansa / SWISS Tel: 0800 723 936

As Published 05 March, 2020

Ticketing Waiver Policy: Changes to originally scheduled travel in MAR/APR 2020

OS/LH/LX/WK/SN/EW/4U/EN operated flights (including Codeshare flights)
Ticketed date: issued on/before 05 March 2020
Tickets with confirmed date of travel: between 05 March and 30 April 2020
New date of travel: until 31 December 2020

Lufthansa Group would like to inform you about the Ticketing Waiver Policy (TWP) 2006 Version 1 for LHG tickets (LH, LX, OS, SN, EN) with original confirmed date of travel between 05 March and 30 April 2020. Passengers can rebook their flights once free of charge.

Ticketed date: Issued on/before 05 MAR 20
Tickets issued by: LH/OS/LX/SN/EN (ticket numbers starting with 257-, 220-, 724-, 082- or 101-)
Ticketed flights: Ticket includes any OS/LH/LX/WK/SN/EW/4U/EN flight numbers worldwide

1. Operated by OS/LH/LX/WK/SN/EW/4U/EN and/or

2. Operated by OAL (“Codeshare”)

As Published 28 February, 2020

Please note: TWP does not apply for cancelled flights. For cancelled flights refer to standard irregularity procedures.

Update: Ticketing Waiver Policy for flights to/from Northern Italy as of today

• OS/LH/LX/WK/SN/EW/4U/EN operated flights from/to BLQ, MIL, TRN, VRN, VCE, TRS, GOA (including Code Share flights)

• Tickets with confirmed date of travel: between 24 FEB 2020 and 09 MAR 2020

• New date of travel: until 30 APR 2020

• Change of origin/destination for above mentioned airports within EU* permitted free of charge.

Lufthansa Group would like to inform you about the Ticketing Waiver Policy (TWP) 2005 for LHG tickets (LH, LX, OS, SN, EN) with origin/destination Bologna, Milano, Turin, Verona, Venice, Triest, Genua and confirmed date of travel between 24 February and 09 March 2020. Passengers can rebook their flights once free of charge.

• Rebooking in original ticketed booking class

• New date of travel: until 30 April 2020

• Change of origin/destination BLQ, MIL, TRN, VRN, VCE, TRS, GOA to a destination within EU permitted free of charge.

Please note: TWP does not apply for cancelled flights. For cancelled flights refer to standard

Irregularity procedures.

Please note TWP applies to China and Italy.
All other requests for refunds/changes etc.. normal fare conditions apply.

We will keep you informed about further developments.

Kind regards,

Lufthansa Group

Rebooking options and entry restrictions due to coronavirus

Latest update 06 March 2020, 12:00 CET

Rebooking and refund

Rebooking

SWISS is introducing more flexible rebooking options with immediate effect. The new far-reaching waiver policy for rebooking applies to both existing and future bookings worldwide.

SWISS will waive its rebooking fees for all newly booked flights worldwide with immediate effect and until March 31 and offer a one-off free rebooking. For existing bookings, the new waiver policy will apply worldwide to all flights booked by March 5 with a departure date up to April 30, 2020. Passengers will thus be able to rebook their flight ticket once to a new date up to December 31, 2020 without incurring any rebooking fee. To do so, please call our Service Centre.

This new waiver policy applies regardless of the booking fare conditions. The departure and destination airports must be identical. If the original fare is no longer available, the corresponding difference must be paid. The rebooking must be made before the original travel date.

With this new waiver policy, SWISS is responding to the wish of many customers to flexibilize their travel plans under the exceptional circumstances caused by the spread of the coronavirus.

For a quick rebooking without queuing you can use our Facebook Messenger Chatbot Service–– external link free of charge.

Refund

If you have booked any of the affected flights through swiss.com or a Service Centre and you wish to cancel your flight ticket, you can do so and receive a refund. To do so, please complete the refund form.

If you booked through an (online) travel agency, please contact the travel agency.

Refund form

SWISS to suspend Tel Aviv services until 28 March

SWISS will be suspending all its services to and from Tel Aviv from this Sunday (8 March) until the end of the winter schedules on 28 March. The last SWISS flight to and from Tel Aviv prior to this suspension – LX 252/3 – will operate on Saturday 7 March.

The action is being taken in view of a new requirement by the Israeli health authorities which will come into effect on Friday 6 March. Under the new provision, travellers from Switzerland will be refused entry to Israel unless they can prove that they have private quarantine arranged within the country for a compulsory 14-day period.

SWISS to make further service adjustments

Further adjustments are to be made to SWISS’s services as of 8 March. The changes affect SWISS’s entire Zurich- and Geneva-based short- and medium-haul network and its long-haul routes to Tokyo, Osaka and Singapore. The three long-haul destinations will be reduced by two weekly frequencies each. So Tokyo and Singapore will be served five times weekly, while Osaka will have three weekly flights. Adjustments to the short-haul and medium-haul network are valid until 28 March, those to the long-haul network until 24 April.

Information for Lufthansa Group Passengers from/to China

Lufthansa Group extends flight suspensions to mainland China

Flights to Beijing, Shanghai, Nanjing, Shenyang and Quingdao will be suspended until April 24
Flight operations to/from Hong Kong will be reduced in March and April

SWISS reduces frequencies on services to and from Italy

SWISS is reducing the frequencies on its services to and from Florence, Milan, Rome and Venice. The reductions are currently expected to remain in effect until the end of March.

In view of the changed booking situation as a consequence of the coronavirus, SWISS has decided, together with the Lufthansa Group, to reduce its frequencies to and from Italy until the end of March. Any customers whose flights are cancelled through the above actions may rebook free of charge or have the cost of their ticket refunded.

Entry restrictions for various countries due to the coronavirus outbreak

Currently many countries are putting entry restrictions into place for passengers who have been in China within the last couple of weeks. This might also apply for passengers with People’s Republic of China passports. Entry restrictions are not aligned and differ from country to country. Some also include Hong Kong.

Lufthansa therefore asks all passengers to urgently check the current travel and entry limitations of their final destination.

Lufthansa Group offers free rebooking or refund if you are not able to start your journey due to changed entry restrictions in the context of the coronavirus outbreak.

Current timetable

Please check our latest flight information in our online timetable. All canceled flights will be marked as “cancelled”.

If your flight is cancelled, refer to the information given under rebooking or refund and do not proceed to the airport.

For more information and current updates please visit https://www.swiss.com/ca/en/various/breaking-news

ADDITIONAL RIGHTS FOR PASSENGERS WHOSE TICKETS ISSUED ON 21MAR20-21APR20

For all individual and group tickets purchased between march 21, 2020 and April 21, 2020 original booking on flights up to December 31, 2020 (including Anadolu jet flights); (including TK stock(235) tickets including interline flights (codeshare or spa)) rebooking/rerouting or open-ended tickets requests will be applied without considering fare rules according to the following conditions;
these rights will be valid for the tickets provided that cancellation is made before the scheduled departure time of the flight.
If reservations are not cancelled before scheduled departure time of flight, reservations will be accepted as no-show and the change requests will be made according to the original ticket rules.

1) rebooking / rerouting requests:
Rerouting and rebooking will be made until February 28, 2020 (travel completion) without any charge in case of that same booking class is available. If same booking class in the same cabin is not available, fare differences will be charged without applying reissue penalties.
Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences etc.) Will be collected.
2) open-ended ticket procedures
passengers will have an open-ended ticket only if flights in reservations are cancelled before the first departure time of original ticket. While new reservation is being made by the passenger fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.

3) issue date for new travel
There is no restriction on issue date. New travel dates can be decided up to new departure date of travel.
4) open-ended procedures can be made by Turkish airlines sales office, sales agents where the tickets are purchased and call center.
5) rebooking/rerouting requests of group reservations for which payment or guarantee MCO is received between march 21, 2020 and April 21, 2020 (included) will be made disregarding applying change penalties of existing fare rules.

6) refund requests
Refund and cancellation requests will be made according to original fare rules. There will be no given refund rights within the scope of this telex.

7) extension of validity : validity of ticket can be extended until Feb 28,2021 without any fare difference or penalty.
8) Ticket changes requests can be made by Turkish airlines sales office, sales agents where the tickets are purchased, Turkish airlines online channels and call center.

Application conditions:

valid for tickets purchased between march 21, 2020 and April 21, 2020 (included).
Valid on flights if the original departure date is until the December 31, 2020.
New journey should be completed up to February 28,2021 (included)
valid for Turkish airlines and Anadolu jet operating and marketing international and domestic flights.
Only reissue charges will not be collected according to this telex, no-show tickets are out of scope.
This application is valid for rebooking and rerouting requests of group reservations under the conditions of general group rules.
The changes mentioned above will be limited to only once and other additional changes will be handled with existing penalties and fare differences within the fare rules.
This telex will be also valid for non-changeable promotional tickets.
Change request will be applied for miles and smiles tickets.
Fare differences that may be incurred due to the change request (service charge, currency differences, differences of class, date and route changes, tax differences) will be collected.

Dear travel partner

We wish to inform you that our sales office will remain closed till further notice due to Covid -19 outbreak .Following the presidential decree as well as declined traffic in line with the Notam, our normal sales operations will be done from home.

For enquires, our contacts are as below.

Email; NBOOPS@THY.COM,NBOSALES@THY.COM,NBOMARKETING@THY.COM

MBASALES@THY.COM,MBAOPS@THY.COM.

Phone; 0725403050 (STRICTLY TRAVEL AGENCIES HOTLINE NUMBER)

Thank you for your continued support and understanding during this situation.

Turkish Airlines debit memo/booking regulations

Turkish Airlines shapes the proper utilization on general distributing systems in line with booking rules in order to protect agencies from penalty and sanctions applied by the airline and are binding for all IATA and non-IATA agencies.

Agencies’ responsibility starts once they reach the Turkish Airlines reservations system. Agency employees are obliged to be knowledgable about Turkish Airlines applicable rules and workflow.

We urge all Travel Service Provider reservation staff to strictly follow procedures and regrettably non-compliance of these rules will result with debit to the service provider. Travel Service Provider will also be prohibited from selling Turkish Airlines inventory. Rules which are related to reservations and ticketing done by the agencies are indicated in 830d, 824, 850m instructions of IATA with all details. Agencies have to conduct ticketing according to IATA General Rules and also fares, notifications and regulations published by Turkish Airlines.

Turkish Airlines holds the right to apply changes to its Debit Memo/Booking policy without notifying beforehand therefore it is under the responsibility of Travel Service Provider to update its employees of regulations. Turkish Airlines can apply below mentioned ADM amounts to all booking practices which are not applicable rules and workflow.

It is advisable to follow the below mentioned rules to maintain a good level of service for all business partners.

1. DEFINITIONS

Speculative / Fictitious Boking: Bookings made in an anticipation of a sale where no definite passenger exists / or for productivity purposes where no definite passenger exists by using fake names.

Adminstrative Booking: Bookings created for testing/agency training/business tracking services (printing itineraries or invoices)

Churning: Segments that are repeatedly cancelled and rebooked to circumvent time limits or to meet GDS productivity

Duplicate Bookings: Booking more than one segment/PNR for same passenger for same/different route.

No-Show: Inventory spoilage caused by a person who reserves a seat on a flight but neither it is attended nor cancelled.

Passive Booking: Non-active booking entered in the GDS to issue ticket for active booking originally hosted in the airline system

Inactive Booking: Segments in PNR with status code PN, HX, UN, NO, SC, TK, UC, US or WK.

Travel Service Provider: Agency or any entity booking the reservation on behalf of passenger.

Repeated bookings: Bookings repeatedly cancelled and rebooked to circumvent the option period.

2. ADM TYPES

2.1. Speculative /Fictitious Bookings ;

ADM is issued / 35.-EUR flat fee to all booking practices listed in below will be collected.

Post departure bookings.
Bookings made with fake names. Not limited to but such as surnames ABC/FGHJK/. Initials like A/B/C . Names of celebrities.
Impossible Bookings : Itinerary with bookings illogical for passenger to meet such as multiple destinations, bookings with connections that depart before arrival of the inbound flight.
Booking created to block the space or to reach the GDS designated productivity count, if there is no definite passenger.
Open segments entered for other that of ticketing purposes.
Repeatedly high cancellation ratio.
Remarkable amounts of unticketed and cancelled bookings made within 24 hours of flight departure (same day bookings)

2.2. Passive Bookings

ADM is issued / 35.-EUR flat fee per PNR to the agency for all booking practices listed below will be collected.

Passive segments other than the passive bookings generated through the airline system ticketed by the agency.
Passive segments must not be used to create a copy when passenger requests an invoice or itinerary. For keeping copy of an itinerary please use the GDS entries under Item 2.4.
Passive bookings created by non-IATA agencies without ticketing authority.
All NO status coded segments that mean the reservation was refused by the airline.
Passive bookings created by the Travel Service Provider are rejected with the message “NO” in the cases described below.

All NO status codes must be deleted from PNR as this booking is rejected by airline.Travel service supplier will recieve NO status code for airline upon the below circumstances:

NO status code
Status	Explanation
NO Ticketing Authority	This message is only sent to non-accredited agencies.
NO Matching PNR Found	This message is sent when the passive segment does not match any record in the airline’s system.
Spelling Error Correct Name	Passenger’s name should be entered accordingly to the active booking created in the airline’s system.
PNR Is Under Control Of Another Agency	Active booking held in the airline’s system has been created by another agency. The booking should be queued to agency for ticketing, provided that both agencies are using the same GDS.
Class Mismatch Cancel And Verify	The class of the passive segment does not match the class of the original booking.
Holding Active Booking From You	Active segment held in the airline’s system is originally created by the same agency. Agency should issue ticket off the active record.
PL Segments Are Not Accepted	Passive waitlists are not accepted, as passive segments are only to be entered to issue ticket for confirmed segments.
Passive Segment Message Previously Received	This message alerts agent that the segment has already been entered and accepted.
No Exact Match Pls Verify	The number in the party does not match the record held by the Turkish Airlines.
Active Segment In The Airline’s System Is Waitlisted	Agency cannot enter passive segment until the waitlisted segment has been confirmed.
Invalid Airport Code Cancel And Verify	Agency has entered a passive segment with a wrong airport code / city code.
Flight Number Mismatch-Cancel And Verify	Flight number of passive segment does not match the flight number in the airline’s system.
There Is An Active Booking On The Same GDS	Another agency has originally created the active PNR
Active PNR Is Cancelled In Airlines System	Active booking has been cancelled in the airline’s system. Please check the original PNR.
Name Mismatch-Cancel And Verify	When the names in the PNR do not match the names received previously. Mismatch exceeds 2 characters (two letters)

2.3. Duplicate Bookings ;

A booking more than one reservation for the same passenger within one or more GDS created by the same agency The following bookings are considered duplicate bookings ADM is issued / 35.-EUR flat fee will be collected.

The same flight number on the same or different date. Flight segments in a PNR are active or passive.

Different flight numbers for the same city pair for the same or for a different date.

Different destination point on the same or different date.

Same or nearby airport.

Similiar itinerary booked on other airline/codeshare airline /joint venture airline and Turkish Airlines

2.4. Test Bookings

Bookings created in a live mode for agency training/ business tracking purposes / obtaining customer visa are considered test bookings ADM is issued /35.-EUR flat fee will be collected.

Test Bookings information
	Segment/Status	Codes
Sabre	YK Status Code	0TK006J01NOVORDISTYK1
Amadeus	Ghost Segment	SSTK108Y12JULISTESBGK1/08000900/PNR NO See Help Pages: HE SS,MS625
Worldspan	Travel Segment	(From availability screen) 01Y1@TVL See Help Pages: HELP TVLC
Galileo	Tour Segment	0TURTKBK1IST26NOV-FREE FORMAT See Help Pages: H/AUXS

2.5. Inactive Bookings

Agent should monitor the queues regularly and remove all inactive segments. All inactive segments must be removed 24 hours prior to departure time. The following bookings are considered inactive bookings ADM is issued /35.-EUR flat fee will be collected.

All unremoved inactive HX,UN,UC,NO,SC,TK,US,PN or WK status codes in a PNR.
All unremoved waitlisted segments which are no longer needed .When the desired waitlisted segment is confirmed, others must be canncelled.

2.6. Sytem Abuse/Married Segment Violations

System Abuse / Married Segment violations are being monitored by Turkish Airlines and the bookings created and/or ticketed accordingly will be sentenced to ADM. Following fee will be collected from the creator-owner /ticketing agencies.

For Domestic Bookings (to/from Turkey) created via Agencies in TR market 500.-TRYper passenger / per PNR
For Continental flights created by System Abuse / Married Segment violations (to/from Asia, Europe, Middle East, Africa) 500.-EUR per passenger / per PNR
For Intercontinental flights created by System Abuse / Married Segment violations (to/from America, Far East) 1000.-EUR per passenger / per PNR

Besides having an ADM , the agencies responsible for such abuses may also be blacklisted for using Turkish Airlines’ services ;such as availability display, booking and ticketing. In case the creator/owner and the ticketing agencies are different , both agencies will be sentenced to such penalty.

2.6.1. Married Segment Violations

The following are considered “Married Segment Violations”.

Manipulation on married segments.
Partial cancellation of any married segment made against rules
Any activity to use fake flights/destinations in order to book for lower classes for the desired segments.

2.6.2. Sytem Abuse

All the transactions made intentionally to be able to retrive confirmed space for the lower fares/closed classes will be considered as “System Abuse” and those agencies responsible for such transactions will be restricted to display or sell any Turkish Airlines service/flight.

A few examples are given below which should not be considered as the whole group of system abuses;

To send the oubound flight first in order to change the point of commencement of the whole journey,
To hold the sell transaction for a long time before EOT in order to be able to cause a link down , etc.

We would like to mention once again about that “system abuse” is not limited to the two examples given above, but just two of them.

2.7. High ratio of ‘No-Show’ Bookings

For such abuses, responsible agency will be subject to an ADM that will be calculated as the highest fare on the related route. Any kind of ticketing causing remarkable no-shows, such as but not limited to ;

No-shows occured for the segments created in order to be used just for ticketing the whole itinerary with a lower fare.
Remarkable amount of no-shows occured within a certain or different flights, etc.

2.8. Uncommitted Bookings

Uncommitted Bookings are bookings not finalized with EOT (End of Transaction). If they are held longer than the usual time necessary to close the sale, seats are blocked in our flight inventory and TK risks not able to sell such seats. Without creating a PNR to hold or block a seat on flight inventory is considered as abuse and will be sentenced to ADM. 50.-EUR flat fee will be collected per international flight seat and 150. TRY ADM per domestic seat.

2.9. Group Reservations/ Hidden Groups

Booking 10 or more passengers with at least one common flight and/or destination within their itinerary shall be requested as a group booking. Booking them under two or more individual PNR is considered as “Hidden Group”. Such bookings are subject to ADM. A 50.-EUR flat fee will be collected for every passenger under a PNR per international flight, and 150. -TRY ADM per domestic flight.

In order to avoid any rejections when issuing individual tickets with a passive status code for active group bookings held in Turkish Airlines reservations system, it is mandatory to add a *TCP*(to complete party) information to the passive PNR.

Please use the following *TCP* format prior to *EOT* entry 3OSI TK TCP30 (nbr.of psgrs in the group), GROUP NAME

2.10. Special Time Limit

Agency who has been offered by “special time limit” must issue the tickets according to this time limit requirements otherwise this privilege will be cancelled and will be sentenced to ADM. A 50.-EUR flat fee will be collected for every seat/PNR per international flight and 150.-TRY ADM per domestic flight.

2.11. Churning

Churning (Repeated booking): 10. – EUR per segment issued for bookings repeatedly cancelled and rebooked to circumvent the option period.

2.12. Contact Information of Passenger

During the reservation process, the passenger’s contact information (e-mail or phone number) must be entered correctly in the relevant field, In case the airline needs to contact the passenger. If the passenger cannot be reached due to incorrect contact details, the responsibility rests with the agency.

3. TIME LIMIT AND TICKETING RULES

Avoid “Churning”, excessive and repeated booking and cancelling of segments to circumvent time limits or to meet GDS productivity
Avoid “No-Shows”; Inventory spoilage caused by agents failure to issue ticket and/or cancel unticketed reservations. Avoid questionable cancellations prior to the scheduled flight.
Time limit requirements and fare rules must be adhered to and ticket must be issued according to the booking status. Confirmed status may not be used unless received from TK
Avoid confirmed ticket issued for a unconfirmed booking.
Agent must not create a PNR in order to check the fare and other information.
Agent must not book itinerary in one class of service and issue ticket in another class of service.
Ticketing must be done in the same GDS in which the original booking is made.

PNR transfer entries
Sabre	6TA/PCC (see FSQLRT for details)
Amadeus	ES PCC-B
Galileo	QEP/PCC
Worldspan	QEP/PCC

**PCC PCC is the agency’s city code defined by a GDS.

Dear Passengers,

The safety of our valued passengers in all our service processes is our number one priority. We are closely following up on situations arising from the coronavirus, and the latest developments, together with local and international authorities. To help restrict the spread of the virus, adjustments have been made for our flights. In this context, the rights and privileges given to our passengers are also updated for cancelled and non-cancelled flight tickets.

Flight cancellations due to coronavirus and associated travel restrictions

China Flights:

All Xian, Guangzhou and Shanghai flights are cancelled until March 29, 2020 and Beijing flights are cancelled until March 9, 2020.

Iran Flights:

Iran Flights: All our Iran flights have been cancelled until March 10, 2020.

Iraq Flights:

Iraq Flights: All our Iraq flights have been cancelled until March 10, 2020.

Italy Flights:

Italy Flights: All our Italy flights have been cancelled until March 10, 2020.

South Korea Flights:

South Korea Flights: All our South Korea flights have been cancelled until March 10, 2020.

You can obtain the most up-to-date information regarding your flights from our flight status page using your flight number or route.

Flight cancellations, non-cancellations due to coronavirus, and associated travel restrictions and privileges

China Flights:

Rights for our passengers who hold tickets for cancelled People’s Republic of China flights	Change Requests
	Rights for our passengers who hold tickets for cancelled People’s Republic of China flights for February and March are listed below. For passengers who have tickets for People’s Republic of China (Shanghai, Guangzhou, Xian) flights between January 31, 2020 and March 29, 2020 and Beijing flights between January 31, 2020 and March 9, 2020, reservation changes will be made free of charge if the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Privileges provided to our passengers with non-cancelled flights	Reissue requests
	Arrangements have been made for our passengers with non-cancelled tickets for the People’s Republic of China and Hong Kong flights starting February until May 2020. For our passengers who hold tickets issued on or before January 31, 2020, for the People’s Republic of China (Beijing, Shanghai, Guangzhou, Xian) and Hong Kong flights between January 31, 2020 and May 31, 2020, reservations can be changed free of charge, provided that they take action by April 11, 2020, and that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Iran Flights:

Rights for our passengers who hold tickets for cancelled Iran flights	Change Requests
	Rights for our passengers who hold tickets for cancelled Iran flights until March 10, 2020 are listed below. For passengers who have tickets for Iran flights between February 23, 2020 and March 10, 2020, reservation changes will be made free of charge if the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Privileges provided to our passengers with non-cancelled flights	Change Requests
	Arrangements have been made for our passengers with non-cancelled flight tickets for arrival in Iran between February 23, 2020 and May 31, 2020. For our passengers who hold tickets, issued on or before February 23, 2020 for Iran flights between February 23, 2020 and March 31, 2020, reservations can be changed free of charge, provided that they take action by March 31, 2020 and that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Italy Flights:

Rights for our passengers who hold tickets for cancelled Italy flights	Change Requests
	Rights for our passengers who hold tickets for cancelled Italy flights until March 10, 2020 are listed below. For our passengers who hold Italy flight tickets between February 28, 2020 and March 10, 2020, reservations can be changed free of charge, provided that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Privileges provided to our passengers with non-cancelled flights	Change Requests
	For our passengers who hold tickets, issued on or before March 2, 2020, for Italy flights between March 10, 2020 and May 31, 2020, reservations can be changed free of charge, provided that they take action by March 31, 2020 and that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Iraq Flights:

Rights for our passengers who hold tickets for cancelled Iraq flights	Change Requests
	Rights for our passengers who hold tickets for cancelled Iraq flights until March 10, 2020 are listed below. For our passengers who hold tickets for Iraq flights between February 28, 2020 and March 10, 2020, reservations can be changed free of charge, provided that new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Privileges provided to our passengers with non-cancelled flights	Change Requests
	For our passengers who hold tickets, issued on or before March 2, 2020 for Iraq flights between March 10, 2020 and May 31, 2020, reservations can be changed free of charge, provided that they take action by March 31, 2020 and that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

South Korea Flights:

Rights provided to our passengers with cancelled South Korea flights	Change Requests
	Rights for our passengers who hold tickets for cancelled South Korea flights until March 10, 2020 are listed below. For our passengers who hold tickets for South Korea between February 28, 2020 and March 10, 2020, reservations can be changed free of charge, provided that new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Privileges provided to our passengers with non-cancelled flights	Change Requests
	For our passengers who hold tickets, issued on or before March 2, 2020 for South Korea flights between March 10, 2020 and May 31, 2020, reservations can be changed free of charge, provided that they take action by March 31, 2020 and that the new reservation is for a flight taking place by May 31, 2020.
	Refund Requests
	Refunds will be issued for unused tickets. For partially used tickets, where the trip has not been completed, our passengers will be provided with route changes to the extent possible or will receive refunds for the non-used portion of the ticket.

Transactions regarding flight cancellations can be made free of charge from the Turkish Airlines website and current mobile applications, sales offices, call center and agencies from which the ticket was purchased. For determined non-cancelled flights where our passengers are granted some privileges and rights, changes and refunds due to coronavirus can be made free of charge by Turkish Airlines sales offices, call center and agencies where the ticket is purchased.

Granted rights and privileges to our passengers who fly to countries with various restrictions from coronavirus.

You can contact our call center and sales offices to get information about country entry restrictions applied by some countries due to coronavirus and your rights to your flights to these countries.

For more information and current updates visit https://www.turkishairlines.com/en-int/announcements/coronavirus-outbreak/

Dear Trade Partner,

Sawubona.

Greetings from SAA – Kenya.

We regret to announce ADHOC cancellation of the following SAA flights effective 18 March 2020;

FLIGHT NO.	ORIGIN	DESTINATION	DATES CANCELLED
SA184	JNB	NBO	18 – 31 MARCH 2020
SA185	NBO	JNB	18 – 31 MARCH 2020
SA028	JNB	HRE	18 – 31 MARCH 2020
SA029	HRE	JNB	18 – 31 MARCH 2020
SA160	JNB	EBB	20, 26 MARCH 2020
SA161	EBB	JNB	20, 26 MARCH 2020
SA60	JNB	LOS	21,23 MARCH 2020
SA61	LOS	JNB	21,23 MARCH 2020
SA64	JNB	LUN	19, 23, 24, 25, 26, 27, 28, 29 MARCH 2020
SA65	LUN	JNB	19, 23, 24, 25, 26, 27, 28, 29 MARCH 2020
SA66	JNB	LUN	20, 21, 23, 24, MARCH 2020
SA67	LUN	JNB	21, 22, 24, 25 MARCH 2020
SA78	JNB	WDH	22, 23 MARCH 2020
SA73	WDH	JNB	23, 24 MARCH 2020
SA76	JNB	WDH	25, 26 MARCH 2020
SA77	WDH	JNB	25, 26 MARCH 2020
SA170	JNB	LLW	21, 25, 26, 31 MARCH 2020
SA171	LLW	JNB	21, 25, 26, 31 MARCH 2020
SA144	JNB	MPM	19 MARCH 2020
SA145	MPM	JNB	19 MARCH 2020
SA146	JNB	MPM	20, 21, 22, 23, 24 MARCH 2020
SA147	MPM	JNB	21, 22, 23, 24, 25 MARCH 2020
SA58	JNB	FIH	20, 27, 30 MARCH 2020
SA59	FIH	JNB	21, 28, 31 MARCH 2020
SA186	JNB	DAR	25 MARCH 2020
SA187	DAR	JNB	25 MARCH 2020
SA222	JNB	GRU	19, 21, 23, 25, 27, 29, 30 MARCH 2020
SA223	GRU	JNB	19, 21, 23, 25, 27, 29, 30 MARCH 2020
SA209	JNB/ACC	ACC/IAD	23, 28 MARCH 2020
SA210	ACC/IAD	ACC/JNB	24, 29 MARCH 2020
SA203	JNB	JFK	22, 29 MARCH 2020
SA204	JFK	JNB	23, 30 MARCH 2020
SA280	JNB	PER	21, 23, 27, 29 MARCH 2020
SA281	PER	JNB	22, 24, 28, 30 MARCH 2020
SA234	JNB	LHR	21, 23, 25, 27 MARCH 2020
SA235	LHR	JNB	22, 24, 26, 28 MARCH 2020

Passengers holding South African Airways tickets (Stock: 083) and affected by the cancellations have the following option;

Æ Re-accommodate on the next available flight operated by SAA

Æ Re-accommodate onto a code share flight operated by SAA partner.

Æ Full refund (including taxes) for customers who no longer wishes to travel.

Should you require any assistance, below are our contacts;

Contact details

South African Airways City Office:

Telephone: (+254) 020-66 55 000 / 0722-200 007

Email: NBOReservations@flysaa.com

Best Regards,

South African Airways – Kenya.

In line with Government advice, we are asking all customers to stop all non-essential travel with immediate effect. We are still running a reduced service for those individuals with essential travel needs, however please ensure that you check our website before travelling for the latest schedule updates due to the night time curfew.

If you are still planning to travel, we are putting the following measures in place. The health and wellbeing of our employees and customers remains our top priority.

An extensive reduction to our schedules for essential travel only
Reduced staff at the majority of our stations
Limiting capacity on services to help social distancing
Enhanced cleaning of aircraft and other customer touch points at all our stations

If you haven’t already amended your booking and wish to do so, we will honour a free ticket amendment to travel any time in the next 6 months. You can do so from our website www.fly540.com

If your journey is cancelled by us and you do not wish to amend your ticket to another date, we will fully refund you. Please complete our refund form and we will process your refund within 21 days.

We understand the uncertainty these changes may bring to your travel plans and will continue to update you regularly. For the most up to date information please visit our website or social medial channels.

Thank you for your patience and understanding at this time.

To champion and sustain growth of Travel Industry in Kenya

Updates on Corona Virus, COVID-19

KATA CEO Update on COVID-19​

CORONAVIRUS-19 GUIDELINES BY AIRLINES

SITUATION UPDATE AS AT 7TH FEBRUARY 2020, 12:00 PM

SCHEDULE CHANGES BANGKOK(BKK)-GUANGZHOU(CAN) FLIGHTS

Emirates Waiver Policy Update | COVID-19 (Corona Virus)

General rebook policy because of Coronavirus travel restrictions

Travel restrictions implemented by the United States

Rebook your flight

1. Change your travel dates

2. Change your destination

How to rebookYou can rebook in the following ways:

How to request a refund

Flights upgrade

Focusing on the future of travel together

Etihad Airways temporarily suspends flights

Commercial Waiver Update

MAINLAND CHINA AND HONG KONG

RESTRICTIONS ON TRAVEL TO/FROM THAILAND

RESTRICTIONS ON TRAVEL TO/FROM SAUDI ARABIA

REBOOKING AND REISSUE OF TICKETS ON ETIHAD AIRWAYS FOR PASSENGERS AFFECTED BY COVID-19 RESTRICTIONS

Eligibility for these changes

CONTACT CENTRE DETAILS

Travel Advisory on COVID-19 coronavirus outbreak

Bahrain published – published 04.03.2020

EGYPT – published 28.02.2020

INDIA – published 04.03.2020

INDONESIA – published 08.02.2020

IRAN – published 25.02.2020

JORDAN – published 01.03.2020

KUWAIT – published 04.03.2020

MALAYSIA – published 02.03.2020

MALDIVES – published 03.03.2020

NEPAL – published 03.03.2020

OMAN – published 03.03.2020

PHILIPPINES – published 28.02.2020

QATAR – published 02.03.2020

5. Passengers who have been in China (People’s Rep.), Iran, Japan, Korea (Rep.), Singapore or Italy in the past 14 days will be required to self-quarantine for 14 days.

RUSSIAN FED. – published 28.02.2020

SAUDIA ARABIA – published 01.03.2020

SRI LANKA – published 03.03.2020

THAILAND – published 25.02.2020

TURKEY- published 02.03.2020

UNITED ARAB EMIRATES – published 29.02.2020

Rebooking options and entry restrictions due to coronavirus

Rebooking and refund

Rebooking

Refund

SWISS to suspend Tel Aviv services until 28 March

SWISS to make further service adjustments

Information for Lufthansa Group Passengers from/to China

SWISS reduces frequencies on services to and from Italy

Entry restrictions for various countries due to the coronavirus outbreak

Current timetable

Turkish Airlines debit memo/booking regulations

Dear Passengers,

Flight cancellations due to coronavirus and associated travel restrictions

China Flights:

Iran Flights:

Iraq Flights:

Italy Flights:

South Korea Flights:

Flight cancellations, non-cancellations due to coronavirus, and associated travel restrictions and privileges

China Flights:

Iran Flights:

Italy Flights:

Iraq Flights:

South Korea Flights:

Contact Information

Recent News

KATA CEO Update on COVID-19

How to rebook
You can rebook in the following ways: