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General questions about traveling and the coronavirus

Summary: Find answers to the most frequently asked questions about the coronavirus.

What to do if my trip is affected by the coronavirus?
Check the details in this article.

Why is it taking so long to get through to you on the phone?
We're receiving a high number of calls and requests connected to the pandemic. On top of that, two of our call centers had to close due to government restrictions.

The rest of us are doing our best to help you as much as we can. Unfortunately, we're forced to prioritize calls to assist the customers who need our immediate support. If you're not traveling within the next 3 days, please sign in to Manage My Booking — you’ll find all the options there.

What if I already applied for a refund and there are better options available now?
It's currently not possible to change your selection once you apply for a refund.
However, we're working hard on a solution for bookings where this might happen. We'll send you an email if there's any development that affects your booking. Please stay tuned.

Does my Guarantee apply?
The recent disruptions are caused by extraordinary force majeure circumstances that couldn't have been avoided by any reasonable measures, and that's why the Guarantee doesn't automatically apply. It only applies to you if you're stuck at the airport, and the schedule change, delay, or cancellation affects the rest of your itinerary.

However, if your itinerary is disrupted, we’ll do our best to assist you and offer you some alternative options in any case.

Does my travel insurance cover cancellations in force majeure situations?
The coverage depends on the type of insurance and your insurance provider. It's best to get in touch with them as soon as possible with any concerns.

If you purchased insurance with, you'll find the details in your confirmation email and when you sign in. The contact information is also on your e-ticket.
Coronavirus was declared a pandemic on March 11, 2020. 
If you add AXA Assistance after this date, it won't cover any issues related to the coronavirus.
Is it safe to travel? 
Check the advice of your government and other sources mentioned in this article for the answer.

Want to get push notifications about the coronavirus?
You can now receive updates about the coronavirus pandemic in our mobile app. Just download our app or scan the following QR code. And make sure you enable push notifications.

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