Air Europa

Comunicados

Changes in flight operations

COVID-19

In order to make the self-management of involuntary changes and reissues for cancelled flights due to COVID-19 easier, here is all the information regarding our flexibility policy and further procedures.

If, after the date of purchase of your ticket, during the dates of travel, the destination or origin of your journey is in an area with mobility restrictions (compulsory quarantine on arrival, confined cities), we offer you the possibility of changing the date of your journey completely free of charge in the same cabin.  There is also the option of obtaining a VOUCHER if you prefer.

*Except for route changes or if the date change is made from  01/12/21 to 15/01/22, 08/04/22 to 24/04/22, 29/04/22 to 03/05/22, 16/06/22 to 15/09/22, 28/10/22 to 02/11/22 or 01/12/22 to 15/01/23. In both cases, the change will be made without penalty and you will only have to pay the difference in fare if the original fare is not available. If there is no difference, you will not have to pay anything for the change. Remember that you can make changes by contacting your point of sale or on our website.

If your flight has been changed, we offer you the following:

  • Free* change of date in the same cabin and route for reissues made prior to departure of the flights marked on the ticket. The original seat must be in UN or TK status:

You must reserve the new seat on the flight your client wants, in the same class and original cabin. If there is no availability, book the lower class, but always in the same cabin.

Use the Amadeus ATC tool for voluntary changes (FXQ).

If this tool does not work or indicates a fare difference, you must use the Schedule change transaction (FXI/SC)

  • Change of route until 31/10/21. The original seat must be in UN or TK status:

You must reserve the new seat on the flight your client wants, in the same class and original cabin. If there is no availability, book the lower class, but always in the same cabin.

Make the calculation of the fare difference (FXQ) and charge it if it exists.

No exchange penalties will be charged.

  • VOUCHER: Possibility to save the amount of the ticket to use it as credit in a future purchase (valid for any destination operated by Air Europa or on the same route as the original ticket). This voucher must be used within one year of issue and to fly within 12 months of the issue of the new reservation. Voucher application.
    • The ticket can be left open for reissue within the validity period of the ticket as follows and on the basis of the following commercial conditions
    • Ticket issued 996
    • From any GDS
    • The reissue at cost 0 in the same cabin of the original flight always respecting the station of the same, or in the case of the original tkt.
    • Re-routing is permitted with payment of the fare difference in the event of a change of route or season (high season: 18 December 2020 to 10 January 2021 and 26 March to 11 April 2021).
    • You can use the ATC to make the change (in case of re-issue before the scheduled date).
    • A reissue with FXI or FXI/SC is not allowed under this option.
    • If the ATC does not work, in case of change of route and/or season, the calculation of the difference and the reissue must be done manually, exempting only the penalty. All the elements corresponding to the new fare, such as the basis of the fare, the construction, the endorsement, etc. must be inserted. After reissuance, the new ticket must be sent to us for protection.
    • If the same route and season is maintained, the reissue can be done manually, maintaining all the features of the original ticket, including the same endorsement. In both cases of manual reissuance, the new tickets must be sent to us for protection.

* Except for route changes or if the date change is made from  01/12/21 to 15/01/22, 08/04/22 to 24/04/22, 29/04/22 to 03/05/22, 16/06/22 to 15/09/22, 28/10/22 to 02/11/22 or 01/12/22 to 15/01/23. In both cases, the change will be made without penalty and you will only have to pay the difference in fare if the original fare is not available. If there is no difference, you will not have to pay anything for the change. 

Steps to follow:
1. Cancel the original flight segments (XE) 

2. Request voucher: After having followed the previous step, you can request the voucher by filling in the following FORM.

Due to the large volume of requests, it is possible that at certain times the form of an error. If this is the case, we apologize and invite you to try again later. If after a few moments, it still does not work, you can contact our support agencies by calling: 0034902 401 551.

If you have already requested the voucher through the email address included in the communication sent out by email, we will take care of it. 

 

Voucher: Applicable conditions 
•    Valid only for 996 tickets, regardless of the point of purchase and including travel agencies.


•    A voucher will be created for each of the tickets not flown in the booking, for the total amount (fare basis + taxes). Ancillaries will be refunded through BSPlink. CLX requests will only be available through BSPlink until further notice. No refund fees will apply.


•    The voucher can be used on any route operated by Air Europa, even if it's different from the original ticket route. Codeshare and Interline tickets are excluded unless the passenger can only fly on the original route. The voucher must be used within one year of its issue and to fly within 12 months of the issue of the new reservation. 

 

•    Once the period of 12 months has elapsed since the Voucher was issued, you may request a refund of the unused portion of the Voucher, provided that this is established in the regulations applicable in each country in which your original ticket was issued. Vouchers issued in relation to tickets whose flight was not cancelled are not refundable. The deadline for requesting the unused amount will be 2 calendar months from the expiry date of the voucher. To request a refund, please contact the Call Centre.


•    With the express authorisation of the holder, the exchange of the VOUCHER may be carried out for the payment of his or her companions or other passengers.


•    Currently, vouchers can only be issued through Air Europa’s Call Center, although we are working on an alternative so that travel agents can also do so themselves.
 

If the e-mail address associated with a VOUCHER does not correspond to the e-mail address of the VOUCHER holder, you can request a change of address. To do so, we have two forms available:

These forms must be completed, stamped by the issuing agency and sent to the following e-mail address: myvoucher@air-europa.com.
Once the application has been studied, it will be validated and the modification and notification of acceptance of the change request will be made.
In the event that the request cannot be processed, we will inform you of the reasons for this by the same means.

Check here the conditions of entry/exit.

 

The Venezuelan government has recently imposed a new tax to be paid by all passengers entering the country. The amount of the YR tax is 60 USD. It applies to all passengers arriving in Venezuela.  

All bookings that do not already include this fee will have to be charged. For this purpose we will forward the ticket adding it and charging the fee. The use of ATC is permitted.

  •     The Air Europa website will not allow you to obtain the boarding pass with the QR code, informing you with a pop up of the pending payment of the fee.  
  •     If the fee is not paid before departure, the passenger must pay it on the day of the flight at the airport sales offic

The Cuban government has recently imposed a new tax to be paid by all passengers entering the country. The amount of the Q5 fee is $30. This applies to all passengers arriving in Cuba from 01DEC20.  

This fee will be charged for all bookings that do not already include this fee. We must reissue the ticket with the fee. The use of ATC is allowed.

  • The Air Europa website will not allow to obtain a boarding card with a QR code, and will inform with a pop up of the pending payment of the fee.  
  • If the fee is not paid before departure, the passenger must pay it on that same day of the flight at the airport sales office.

 

INVOLUNTARY CHANGES AND RE-EMISSIONS DUE TO ADVERSE WEATHER CONDITIONS IN MADRID

Due to flight cancellations caused by adverse weather conditions in Madrid, Air Europa authorises reissuance without penalty or fare difference, based on the following regulations:
 
Conditions:
- Ticket issued with plate 996.
- The new RBD must be the same as the original or higher.
- Rerouting is not allowed.
- Agency will reissue at cost 0 with the new dates.
- Rerouting can be done automatically with ATC, it is not allowed to do it with an FXI.
 
For the time being, only travel agencies using Amadeus will be able to reissue, and they cannot offer this
functionality for other GDSs.
 
At Amadeus:
- If multiple referrals can be made provided that the previous ones have been made with ATC (referrals
guaranteed)
- Not if the flight coupon is checked in, but this applies to any referral with or without DW.
- If it is possible to refer even if there are segments in UN/TK in the booking
- It is possible to refer even if you have any kind of discount (resident, large family, etc...)
 

Reservations with flights to/from Madrid between 08/01/21 and 12/01/21
These referrals made with DW ATC generate a note in the FE endorsement field on the new banknote with the
name of the rule: WAIVEUXMADJAN21 and thus can be differentiated from other referrals.
 
Reservations with flights from Madrid between 13/01/21 and 15/01/21
These referrals made with DW ATC generate a note in the endorsement field FE on the new ticket with the
name of the rule: WAIVEUXFMADJAN21 and thus can be differentiated from other referrals.
 

Any incorrect reissuance will be subject to ADM.

Air Europa would like to thank you for your patience and trust in these difficult times. Together and with all the excellent and dedicated staff in the travel industry, we'll make it.