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Travel Alert: The unprecedented impact from COVID-19 has resulted in an overwhelming increase in service requests from our customers. As such, if you do not have travel in the next 72 hours, we ask that you delay calling so we can better support customers with more imminent needs. Recent updates have been made to help customers receive expedited cancellations. More information here.

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.

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. 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.

Due to the extremely high volume of calls, we are advising our valued customers to please contact us via email on

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 rescources and team members who can help is 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.