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As an ongoing result of the weather disruption, we have the following guidelines for customers.Advice for customers facing delays.
A) Customers who are due to travel today Wednesday 13 January 2010 and whose flight has been CANCELLED may
1) Rebook onto an available flight to the same destination within a 14 day period after the scheduled departure time of the original flight. If the same booking class is not available, the lowest class available in the same cabin may be booked. This will be at no additional cost to the customer, and if required, the validity of the ticket may be extended.
2) Rebook to the nearest alternative gateway within a 14 day period after the scheduled departure time of the original flight in the same country or a gateway close by in a neighbouring country, i.e. Lyon and Geneva. - If the same booking class is not available, the lowest available class in the same cabin may be used
- Shorthaul customers may choose same country or nearest destination i,e Lyon and Geneva.
- For longhaul customers, the nearest gateway refers to the nearest available destination to the original destination e.g If the original destination is New York, alternatives could be Boston, Toronto or Chicago. If the original destination was Bangkok the alternative would be Singapore.
- Onward travel from gateway to the customers original will be at the customer's own expense
3) Rebook onto a flight to the same destination at a later date in the same booking class and cabin. The flight must be re-booked and travel must take place within the validity of the original ticket purchased. This will be at no additional cost to the customer.
4) Refund the ticket purchased to the original form of payment.
B) Customers who are due to travel between Wednesday 13 January 2010 through to and including Thursday 14 January, and whose flight is STILL OPERATING either into or out of London Heathrow or Gatwick may : (Exception to normal Conditions of Carriage)
1) Rebook for travel within 14 days of the scheduled departure time of the original flight to the same destination
- If the same booking class is not available, the lowest available class in the same cabin may be used
- This will be at no additional cost to the customer, and if required, the validity of the ticket may be extended. No refunds will be offered to passengers whose flights are operating. |
