BLUE AIR extends call center hours, including weekends

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As of July 1, Blue Air has resumed scheduled flights to a number of 29 destinations. Unfortunately, this is half the number of destinations originally planned due to the extension of flight restrictions - which generated a large number of unwanted cancellations - to and from the UK, Belgium and Spain.

However, to this destination Blue Air continues to operate repatriation flights for Romanian passengers as they are approved by the authorities. Detailed information can be found on the official Blue Air website under "Flights on Demand" and is constantly updated.

BLUE AIR extends call center hours

Also these days, the company is in the process of completing an extensive process of modernization of the IT infrastructure, which generates some temporary discontinuities for some functionalities.

In this context, the volume of calls in the call center reaches a daily number that is difficult to manage in a very short time. The number of calls to the call center has more than quadrupled from pre-pandemic levels, and despite the fact that Blue Air has significantly increased capabilities, the number of hours worked in the call center and the number of agents to help solving all requests, however, it needs understanding and help from its passengers.

Thus, the Blue Air team comes with the request to all passengers that, if they do not have flights in the next 3 days (until July 6) to use with priority the online communication channel (on the website or to the e-mail address [email protected]) to release the call center phone lines. The entire team makes significant efforts to respond to all requests in the shortest time.

Starting today, July 3, 2020, passengers can check the status of the flight directly from the official Blue Air website, entering the reservation number and the name of the person who made the reservation.

In the case of flights canceled at the last minute or with a short notification time due to flight restrictions to destinations in the yellow zone, Blue Air passengers who booked the flight through Blue Air (Customer Service or have the following 3 options:

✔ Changing the flight date on the same itinerary - Free rebooking

Up to 72 hours after receiving the cancellation notification, you can change the flight date on the same itinerary, free of charge, by accessing the official Blue Air page in the Status Reservation section.

If you are unable to successfully complete the flight date change, please contact us at an email address dedicated to this event: [email protected]. Blue Air undertakes to respond to requests received on this channel within a maximum of 48 hours. In the email you need to provide:

- Reservation code, name and telephone number
- Date / period at which you want to reschedule your trip

✔ Blue Wallet

Within 72 hours from the date of receipt of the cancellation notice, if you have not changed the date of your flight, the full amount of the reservation will be refunded to your Blue Wallet individual wallet. You will be informed about access to the electronic wallet via the e-mail provided in the booking information, immediately upon request.

The amounts in the Blue Air wallet can be used for future purchases of Blue Air products in the next 24 months.

✔ Cash back

Upon request, the full amount paid can be refunded in cash to the payment method used to purchase the ticket.

Please note that due to the large volume of flights canceled due to the authorities' decisions to suspend scheduled flights during the state of emergency and alert as well as financial constraints in the context of resumption of flights after 3 months of inactivity, cash refund it can last more than 10 weeks. Therefore, if you want to buy tickets in the future, please opt for the use of the refunded money in the Blue Wallet e-Wallet.

In addition, Blue Air requests that all passengers continue to report to the Airport only if they have a planned flight and have not received a cancellation notice. This notification is sent automatically by e-mail and by sms, to the respective e-mail address and telephone number provided in the ticket reservation process.

Blue Air will resume flights to canceled destinations as soon as operations are allowed. However, due to the unpredictability of the COVID-19 pandemic at European level, there is still a risk of short-term cancellations.

Message for Passengers affected by cancellations in the past

For all canceled flight bookings, an individual Blue Wallet wallet has been created. This is a new feature that will allow you to use the amounts to purchase Blue Air products in the future, much easier and more transparent, directly on the Blue Air website. You will be informed about access to the wallet via the email provided in the booking form.

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