FAQs: COVID-19 updates

Due to the spread of the coronavirus, we made bookings with us more flexible. Make changes to your booking here and also view your current flight status.

• Difficulty in planning: It is currently difficult to predict how many passengers will actually take their booked flight from which airports, to which destination and on which date. So if our pre-planned supply is higher than the actual demand from our customers, we will have to cancel some flights. Also, the shortage of ground staff at airports and staff on board as a result of the Corona crisis is currently making it much more difficult to plan. Therefore, certain planned flights cannot be carried out, especially during peak times such as during summer.

• Uncertainty factors: Many customers rebook their flights thanks to our flexible rebooking arrangements. In addition, many people do not show up for their booked flights or convert their flight ticket into a flight voucher. This naturally leads to short-term changes for the airlines as well. Eurowings would like to continue to offer you this flexibility, because we understand your uncertainty. Another uncertainty factor are strikes by airport staff, such as air traffic controllers or security staff.

• Economic and ecological responsibility: The current difficult situation obliges all airlines not to take off with almost empty aircraft. Eurowings must also act economically in order to continue to fly you to your destination during and after the crisis. In addition, we bear an ecological responsibility that we will not ignore in the crisis.
   

We would like to provide you with the best possible support in the event of a flight change. We will help you rebook your flight, offer flight vouchers or reimbursement of the airfare and provide you with up-to-date information on changes to the flight schedule.

We ask for your understanding in this challenging time and will do our best to get you to your destination.

You are able to rebook your flights by using our self-service. The rebooking must be made at least 40 minutes before the scheduled departure, otherwise the regular rebooking charge will be incurred.

If you are affected by a flight cancellation, please take the following steps:

1. Passengers who have booked their trip through a travel agency

Please contact the issuing travel agency.
 

2. Passengers whose flight is part of a package tour

Please contact your tour operator.
 

3. Groups (more than 9 persons):

• From now on, all flights can be rebooked free of charge, as often as desired.
  
  

• Please make sure you rebook your original flight at least 40 minutes before the departure date. The final rebooking of your group must be made by stating the original group booking number (PNR), the desired alternative date (together with flight number and route) via the EW group department. Please send an email to gruppen@eurowings.com.

4. Customers who booked via third party websites (Opodo, Expedia and Co.)  

We recommend you use our current free rebooking option. If you booked via Skyscanner, Expedia or Check24, you can also request a voucher. Alternatively, you can contact the third-party provider or booking portal through which the booking was made. 

5. Business customers:  

Please use our current free rebooking option or contact your Eurowings contact person.
 

All rebooking conditions can be found in these FAQs.
 

How can I request a voucher after my flight was cancelled or denied boarding? 
 

If your flight was cancelled or denied boarding by Eurowings, please log in here with your booking code and your last name and click on "Cancel flight/request voucher". You will then receive a flight voucher by e-mail within the following 24 hours. Please note that it will be sent to the e-mail address provided in the booking. The voucher will be issued in the currency which was used to originally purchase the flight ticket.

Am I eligible for a a flight voucher?

All passengers affected by a flight cancellation will receive a voucher. Instructions on how to redeem your voucher, as well as all terms and conditions of use, can be found here.

I do not wish to take my booked flight due to the COVID-19 pandemic. What options does Eurowings offer in this case?

You can rebook your flight as often as you like up to 40 minutes before departure. Rebooking is free of charge. Instructions on how to redeem your voucher, as well as all terms and conditions of use, can be found here.

• rebook flights yourself, quickly and free of charge

• request a flight voucher in just a few steps  (valid for three years)

• claim a refund for the flight price paid

To claim your refund, simply log in to access your booking using either your myEurowings account or the booking code and your last name. Within your booking, you will then find an overview of your options to select from.

Alternatively, you can contact us via our contact form.

For tickets booked via a travel agency, we recommend that you also get in touch with them. If you do not receive a response in a timely manner or it seems necessary for other reasons, please contact us again for further processing.

When can I expect my refund?

Despite the difficult situation during the COVID-19 pandemic, we have massively increased our customer service resources to ensure that all requests are processed as quickly as possible.

Please understand that processing your request may take longer than usual. Eurowings currently reimburses flights daily to an unprecedented extent. We guarantee that we will meet all justified claims.
 

Thank you for your patience in these challenging times.

• From 1 June 2022, passengers no longer have to show proof of being tested, vaccinated or recovered on flights from non-risk areas to Germany and on all flights within Germany.

• When entering from virus variant areas, the testing and quarantine obligation continues to apply for all travellers without exceptions. This is also the case if you have stayed in a virus-variant area in the last 10 days. The PCR test must not be older than 48 hours when entering from virus variant areas. A 14-day quarantine period applies and no exceptions apply for immunised/vaccinated persons. In any case, the digital entry declaration must still be completed before departure.

• On flights from Germany to foreign countries, the entry rules of the respective destination country apply. These rules may vary from country to country and vaccinations, proof of health or tests may be of different time frames. Therefore, please check applicable entry regulations of your destination country.

Due to the current spread of COVID-19, measures along the travel chain have been introduced to curb it.

While you can find more detailed information on the website of your departure and destination airport, we have summarised the most important updates for you:

• Wearing mouth and nose cover: From 1 October 2022, the obligation to wear a mask on flights to and from Germany is no longer in place. However, the European Union Aviation Safety Agency (EASA) still recommends that all guests wear a mask at airports and on board, which is of course up to you. Please inform yourself about the current rules before your trip as mask wearing is still mandatory at some airports.

• Short-term gate and terminal changes: At some airports, passenger handling is limited to only one terminal. This may result in short-term gate and terminal changes.

• Security check: Please keep a distance of at least two arm lengths from other passengers at the security checkpoint. In order to avoid personal contact, all passengers are requested to place shoes, belts and watches in the luggage trays.

• No cash payments permitted on board: In order to comply with the current safety measures, we cannot accept cash payments on board at this time. Please pay for board services with your debit or credit card.