FAQ

1. What protection and prevention measures were introduced by Blue Air?

In accordance with Order no. 984/829/2020 issued by the Ministry of Health and the Ministry of Transport and with the COVID-19 Aviation Safety Protocol, issued by EASA, Blue Air introduces additional protection and prevention measures for its passengers. These measures and regulations are mandatory for all Blue Air Passengers. 

2. Why has Blue Air stopped regular flights?

Following the decree issued by the President of Romania, which installed the state of emergency, and the extension of travel restrictions, Blue Air had to suspend regular flights between March 21 and June 30, 2020.

3. Which countries have introduced a travel ban? Do I need a health certificate?

You can check travel restrictions and the necessary documents at: https://www.iatatravelcentre.com/international-travel-document-news/1580226297.htm

Please check here for restrictions and measures applied at Bucharest Otopeni - Henri Coanda International Airport since May 15th.

4 My flight was cancelled, what solutions do I have?

Passengers affected by cancelled flights are informed, by SMS and email, on their options, respectively:

• Changing the travel date without additional costs, within the available seats

 Crediting the full amount paid for the cancelled flight, in the form of a voucher. This voucher can be used to purchase other tickets or services on the Blue Air website, is valid for 24 months from its issue and can be used starting with the date of reopening of regular flights, respectively July 1, 2020.

 The option to request a refund of the amount paid for the cancelled flight. Given the situation generated by COVID-19, please note that this option is subject to processing delays.

Passengers can submit the preferred option either directly on the official Blue Air website (for changing the travel date or requesting the voucher), or by contacting the Call Center (data available in the contact section on Blue Air website).

Please read this guide for more information on changing your booking or issuing a voucher from your account.

5. Which flights are cancelled?

Following the decree issued by the President of Romania, which installed the state of emergency, and the extension of travel restrictions, Blue Air had to suspend regular flights between March 21 and June 30, 2020.

You can chek the status of your flight here: https://www.blueairweb.com/en/gb/status-zbor/

6.. I was not informed about any flight cancellation. What should I do?

Blue Air sends written notifications to customers regarding the cancellation / modification of flights. Notifications are sent using the contact data recorded in the system (email and phone number) at the time of booking. Please make sure that the contact details you provide at the time of purchase of the tickets are accurate and complete.

If you are not the person who made the reservation, please contact the person who made the reservation for you, to receive all the necessary details.

If the reservation was made through a travel agency, please contact them directly for further information.

7.. What compensation can I receive given that my flight has been canceled?

Blue Air complies with national and international laws and regulations; Blue Air will not be obliged to pay compensation if the cancellation is caused by extraordinary circumstances, which could not have been avoided, even if all reasonable measures had been taken.

Compensation due to EC261 Change of travel dates or refund
Flight canceled at least 14 days before departure NO YES
Flight canceled due to extraordinary circumstances NO YES
Flight canceled by decisions of national authorities NO YES (changing the travel dates takes into account national travel restrictions)
Voluntary cancellation by passengers NO YES

8. I don't want to travel even if my flight is not canceled. What solutions do I have?

Passengers can change the travel date up to 4 hours before take-off, respecting the terms and conditions of the purchased package.

For passengers who have a departure / return ticket until June 30, 2020, inclusive, and who, for various reasons, no longer wish to travel, Blue Air offers one of the following options:

 Changing the travel date without additional costs, within the available places; This change can be done online by accessing the following link: https://www.blueairweb.com/en/gb/booking-engine/booking-status or by contacting our Call Center.

 Crediting the full amount paid for the cancelled flight, in the form of a voucher.

The option is available directly on the Blue Air website, in the Change Flight section: https://www.blueairweb.com/ro/ro/booking-engine/booking-status.

This voucher can be used to purchase other tickets or services on the Blue Air website, is valid for 24 months from its issue and can be used starting with the date of reopening of regular flights, respectively July 1, 2020.

9. I cannot contact the customer relations department, how can I contact a Blue Air representative?

In the context of the current situation, we receive a high volume of requests, which makes the processing time inevitably longer than normal, both by phone and in writing.

Thank you in advance for your understanding and please be certain we are making every effort to ensure that each passenger receives a response to their request.