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As the coronavirus (COVID-19) outbreak continues to evolve, this is inevitably having a major impact on our Customer Support team's workload, with increased call volumes and flight amendments.

Due to the current COVID-19 UK government policy for lockdown and only essential businesses to be open. We have limited call handlers and experiencing high call volumes and long wait times. We have closed our sales and customer service phone number until 01 June 2020. We appreciate this would cause some inconvenience to our customers who would like to speak to us. It is important for us to take this step to provide quick and prompt customer service support to our customers over emails. You can email us at customerservices@emailflights.com Rest assured we are here to help you.

As such our usual service level agreements are regrettably not being met. During this time, we ask for your patience while we strive to work as efficiently as possible and prioritise major schedule changes by travel date order and helping British nationals who are stuck abroad to bring them back home. In addition to this, refund requests are also taking longer than usual as we prioritise amendments.

We’re also working with travel suppliers to provide maximum flexibility for our customers. We are working with various suppliers and ground handlers at various destinations to fast track waiving change or cancellation fees. Our teams are in active discussions with suppliers on individual cases where flexibility policies aren’t in place to obtain the best outcome for our customers.

Please rest assured that we are putting measures in place to clear the backlog with staff working additional hours. We are proud of our service levels and will continue to provide our partners with the best service we can during this time.

Contacting us for advice

If you have any questions relating to your flight which is not departing in the next 72 hours please in the first instance check the latest guidelines from the World Health Organization (WHO) before contacting us.

We are prioritising travel within 72 hours and are working our way through requests for refunds and date changes as quickly as we can.
We request you to check the airlines own websites and the Foreign & Commonwealth Office website for updates, as this is where we are getting most of our information, too.

As always, we are working hard to do our absolute best for you, thank you for your patience.

We would like to assure you that your money spent on your travel is completely safe with EmailFlights

Emailflights is going to provide you all necessary assistance relating to changes, refunds or cancellations as per airline or supplier policy.

Please rest assured that EmailFlights is committed to providing you with the excellent service and support. Thank you for your patience and understanding.

 

Latest Update 23rd March 2020

Coronavirus travel advice: Important questions answered

The entire travel industry is experiencing an unprecedented increase in service requests from customers due to the overwhelming impact of the novel coronavirus (COVID-19). We're really sorry for such long wait times due to the increase in call volumes. All our resources and team members who can help are working to add more capacity, self-service options. Most importantly, we are focused on customers with travel in the next 72 hours. If your travel is not immediate, please email our customer services team or send us your enquiry via our contact us page.

Customers with Flight only Bookings

For customers with a flight only booking, we will be in touch in the coming days to ask if you wish to keep or cancel your existing booking, if the flight is still operating. Terms and conditions for credits of each specific carrier will apply.
For customers whose flights have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working with our partners to attend to your needs.
While we are adjusting our operations and policies as quickly as possible, we do ask for patience and reiterate that if your travel is not within the next 72 hours, please hold off contacting us so we can prioritize urgent customer queries and resolve cases faster. We thank you for your continued understanding. There’s nothing more important to us than you, our customers, remaining safe through this anxious and stressful time. All of us at Email Flights value you and are grateful for your business.

We would like to assure you that your money spent on your travel is completely safe with EmailFlights.

 

Latest update 06 April 2020

Most airline policies are changing on frequent basis. Latest update we have from most airlines is offering credit vouchers offered by airlines for travel in near future or customers are being offered to re-book their travel dates for near future. Most airlines may charge for refunds or apply the fare rules as per time of booking. Whilst our phone lines remain closed for inbound calls, our friendly staff will be making contact with our customers via email and phone calls to assist with immediate travel or helping British nationals get back home.

 

Latest Update 14 April 2020

We are making great progress in our email communications to our customers. Our staff are working extended hours to manage high volume of email enquiries and been working very hard over Easter holidays. We are working with airlines to speed the process of refunds and have them processed back to our customers. We have decided to extend the closure of our phone lines until 01 June 2020. Due to the current government guidelines we still continue to operate remotely with limited resources. Once again we thank you for your understanding and patience during these difficult times. Please see our special COVID19 FAQs below.

 

 

Latest Update 11 May 2020

Firstly we would like to thank our customers for their patience and understanding during these unprecedented times with so many people unable to travel. We are working with all our airline partners, ground handlers and suppliers to speed process of refunds and cancellations.

Due to COVID19 airlines are offering flexibility to customers with their flight cancellations by offering free date change, full value credit voucher or some airlines allowing a refund. As a booking agent we have no control over airline refund and cancellation policies.

Credit note:-  All requests are being processed and our Customer care team are emailing our customers with their credit vouchers.

Date changes:- Our staff are available on hand to re-book or re-arrange your travel plans for near future and re-validating airline tickets at no extra cost.

Refunds:- All refund requests are being processed on behalf of our customers and being put through to airlines however since the start of COVID19 airline refund process has changed. Prior to COVID19 we would process all refund request via our GDS (Global Distribution System) which we use to book your flight tickets. We would normally receive refunds from airlines within 6 weeks. Airlines now require us to complete a manual process by completing a form which requires detailed information of the ticket which is very time consuming and delaying the process for refunds. We appreciate waiting for a refund is frustrating and we are really sorry. We are increasing our resources to complete the refund procedures so we can process customers refunds ASAP.

Please note we have created a special COVID19 FAQs based on your feedback and frequently asked questions. We hope you find this useful and as always we are here to support our customers during these difficult times.

 

Before you Travel

* Please check the status of your flight on the airlines website to confirm if the flight is cancelled or delayed.

* Make sure you have valid travel insurance policy in place to protect you for cancellation cost or due to unforeseen events are covered.

* For latest foreign travel advice, please check the Foreign and Commonwealth website https://www.gov.uk/foreign-travel-advice