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Our commitment to your wellbeing

During these challenging times, we promise to do all we can to help you and your family. Watch to find out more about the steps we’re taking.

Important information for travellers

We understand travelling during this period can be stressful – that’s why we’re updating the below pages with the latest information, so you can plan ahead as much as possible.

Our global contact centres are extremely busy at the moment, so please accept our apologies if waiting times are longer than usual. If you are not travelling in the next 72 hours, we ask that you wait to call – our agents are prioritising travellers with immediate itineraries. 

  • Change your ticket for no extra charge
    It’s quick, easy and free to make changes to your ticket. If you booked before 23 March 2020, you can easily push back your travel dates – or select a new destination – for no extra cost.
  • Unlimited changes for new bookings
    If you’re trying to plan ahead, you can now book with greater peace of mind: all new tickets issued between 9 March and 20 April 2020 can be changed unlimited times, for no extra charge.
  • Hong Kong restrictions and quarantine
    Before you travel, make sure you’ve checked the latest entry restrictions and quarantine requirements for passengers arriving into and transiting through Hong Kong.
  • Want to cancel your ticket?
    If you booked before 23 March 2020, you can now cancel your flight without incurring any extra costs. Find out more about cancelling your ticket and securing a refund.
  • Precautionary measures
    Cabin cleanliness is something we've always taken seriously – we've ranked in the world's top 10 cleanest airlines list for five years in a row. Watch how we thoroughly disinfect our cabins.
  • The latest travel restrictions
    A number of governments have issued entry restrictions that are impacting international travel. View the latest updates to see how they may affect your plans.