COVID-19 - Details on booking flexibility and answers to FAQ

We understand that these exceptional circumstances caused by the COVID - 19 pandemic are causing uncertainty and impacting your travel plans. We will frequently update this page with answers to frequently asked questions and the options available to manage your bookings.

Blue Air is planning to resume flights as soon as operations are allowed.

Nevertheless, due to the unpredictable development of the pandemic at the European level, there is a risk of short-term cancellations.

Good news - Blue Air has just upgraded the reservation system and it is further implementing new products in stages. New functionalities are tested and released on a daily basis. One example is the enhanced Blue Air Wallet. Please refer to the section “Migration of the Booking System” for answers to the frequently asked questions on this topic.

Health Safety Measures

In accordance with Order no. 984/829/2020 nr. 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.

Travel restrictions

The Romanian Government has extended the State of Alert until August 16th, 2020 (inclusive), which imposes a ban on flight operations to/from Romania unless there is an exception in place.

These exceptions are being decided by the Romanian Government based on an analysis that considers the average of new COVID-19 cases registered in a country over the last 14 days. To relax relations between countries and lift flight restrictions, this average needs to be below 5 cases / 1 million inhabitants. Throughout the State of Alert, weekly updates are communicated by the Romanian Government on Mondays.

Passengers travelling to Romania must present the Declaration of entry into the country in printed format upon entering Romania. The form can be filled-out hereIn case you can not print the declaration, a copy will be provided onboard the aircraft. 

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.

For passengers travelling to Cyprus the following conditions are mandatory.

New rules applied to all passengers traveling in UK, valid from 08.06.2020:
1. Passengers are subject to self-isolation for 14 days.
2. A completed "Public Health Passenger Locator Form" must be presented to immigration upon arrival. https://www.gov.uk/provide-journey-contact-details-before-travel-uk

Italy - 21.07.2020

Passengers are required to fill out the following Declaration before boarding the airplane: (English, Italian

New! Greece - 27.06.2020

By Order of the Government of the Hellenic Republic all individuals are required to fill in the Passenger Locator Form 48 hours before check in, providing points of contact in Greece. 

Spain - 19.07.2020

Passengers travelling to Spain are required to fill out the health control form and obtain a QR Code, to show it at the control points upon arrival in Spain. More details can be found here: https://www.spth.gob.es/

Cyprus - 21.07.2020

Passengers travelling to Cyprus starting with the 23rd of July are required to have a test confirming negative PCR for Covid-19 during the last 72 hours before departure and possess a certificate which confirms negative PCR for Covid-19, issued from a certified laboratory and to fill in the Passenger Locator Form

Flight cancellations and refunds

Following the continuation of the state of alert status until 16 August 2020, and the extension of travel restrictions in certain countries that are included in the yellow zone, Blue Air is forced to cancel flights to Sweden. This flight ban list is reviewed weekly by the National Institute of Public Health in Romania.

In case your flight has been cancelled short notice due to the above Government restrictions and you have booked your flight via your travel agent, please contact your travel agent.

In case your flight has been cancelled short notice due to the above Government restrictions and you have booked your flight via Blue Air (Customer Service or www.flyblueair.com), the following procedures apply:

✔ Free Rebooking

Up to 72 hours after cancellation you can rebook your flight on the same itinerary free of charge, on the official Blue Air page at this link: Booking Status

We are performing maintenance work on the reservation system. For this reason, you may encounter errors in processing operations. If you are unable to successfully complete the flight date change, please contact us at an email address dedicated to this event: [email protected] In the email:
- Please provide the booking code, name and your phone number
- Please provide the period/data when you want to travel
- You will receive the confirmation ticket on your email as soon as possible

✔ Blue Air Wallet

Within 72 hours after cancellation notification received, the full amount of the reservation will be refunded to your individual Blue Air Wallet. You will be informed about the access to the Wallet via the email stored in your booking information.

The amounts in the Blue Air Wallet can be used for future purchases of Blue Air products.

✔ Refund

Upon request, the full amount of the reservation can be refunded in cash to the form of payment used when purchasing the ticket from the Blue Air Wallet..

Please note: Due to the high volume of incidents in the COVID-19 crisis, the cash refund may take more than 10 weeks.

✔ Passengers affected by cancellations in the past

For all cancelled flight bookings an individual Blue Air Wallet was established. This is a new functionality, that allows you to use the amounts to purchase Blue Air products in the future, more easily and transparently, directly on the Blue Air website. You will be informed about the access to the Wallet via the email stored in your booking form.

Your individual Blue Air Wallet can be accessed immediately after its creation, by following the steps indicated in the email provided at the time of booking.

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.

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 NO

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

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 two options:

• Changing the travel date, without additional costs, within the available seats on the new chosen flight; change by contacting the Call Center department;

• The credit of the entire amount paid for the canceled flight is made directly in the electronic wallet. This option can be contracted through the Call Center or the contact form available on the site.

Blue Air Wallet

Blue Air Wallet can be accessed by using the email address provided during the booking process. You just have to access this page and add your email address. In case this is the first time you login to Blue Air, you will have to user the Recover Password functionality. A temporary access code will be provided to your email address.

In case you can not see Blue Air Wallet in your account, please send us an email at [email protected]

It`s really easy. You just have to login to our website, select your flight and on the payment page you will have the option to pay with Blue Air Wallet. Please note, charter flights, on-demand flights and repatriation flights can not be paid with Blue Air Wallet.

The Blue Air Wallet will be created based on the email address provided at the time of booking. If the email address has been used consistently, the amounts will be in one Blue Air Wallet.

YES, all vouchers that you already have and for which you used the same contact email address will be automatically migrated to a single electronic wallet.

No, this feature is not currently implemented in the new booking system. We are working hard to make it available to passengers in the coming weeks.

YES, the Blue Air wallet can be used to buy tickets or services for other travelers as well.

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

Please note: Due to the high volume of incidents in the COVID-19 crisis, cash reimbursement can take more than 10 weeks.

YES, for purchasing a ticket or a service form the website you can use several payment methods in the same transaction

Reservation System Migration

Migrating to the new reservation system will enable us to simplify the booking and check-in processes, as well as to automate many manual operations. The upgrade of the new reservation system will be done in stages and the first stage will be live on the 10th of June 2020.

Confirmed & paid bookings, as well as the additional services you may have purchased remain valid; they have been registered in the new reservation system and will be honored as they were booked.

You will be able to modify an existing booking directly on the website https://www.blueairweb.com/en/gb/booking-status/ or by contacting us on our call center number https://www.blueairweb.com/en/gb/contact/.

You will use the confirmed PNR reference (booking code) as received in the booking confirmation, at the time of booking.

 

In the first stage of the implementation of the new reservation system, the vouchers can be used only by contacting the Call center; you have a dedicated line to ask for this voucher usage.

The vouchers can be used to buy other tickets or services, for yourself as well as for others, so, if you want to use your voucher please call us, and one of our Blue Air call center agents will help you.

Ever since March, due to international lockdowns and flight restrictions, Blue Air had to suspend all regular flights and reduce its activity by over 90%.

As the pandemic developed, travel restrictions were kept in place indefinitely, which caused a general state of unpredictability and therefore huge delays in the solving of requests.

Blue Air will resume regular flights starting with 1st of July. Resuming normal operations means we will be resuming normal services, including the smooth handling of passengers’ refund requests.

Blue Air is resuming regular flights starting July 1, adapting its timetable and the destination’s network to the new reality of post pandemic travel and operational priorities.

Therefore, due to operational reasons, our summer schedule includes certain changes regarding routes or frequency.

Customer support

Considering current situation that BLUE AIR needed to cancel a lot of scheduled flights, 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.