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CORONAVIRUS COVID 19

Passenger safety and health is ASL Airlines France’s priority. The company is closely monitoring the evolution of restrictions on entry to the territory of certain destinations served.

 

Travel to Israel:

The Israeli authorities have issued provisions restricting the entry of certain passengers into their territory. We invite you to consult the information published on the website of the French Ministry of Foreign Affairs.

 

As a result, ASL Airlines France regrets having to cancel all flights to and from Israel until April 2, 2020 included. Only the flights of March 22, 2020 are maintained.

For the passengers affected by these cancellations, the following commercial policy of ASL Airlines France applies:

  • Possible re-protection free of charge on flights of March 22 to and from Tel Aviv for passengers due to travel on cancelled flights until April 2 included
  • Possible refund without penalty applicable for all flights up to and including April 2, including flights of March 22
  • This commercial policy does not apply for flights beyond April 2, 2020

If you bought your ticket on our website, please send your request to supportclients@aslairlines.com. If you purchased from a travel agency, please contact them directly.

 

Travel to Algeria:

Algerian authorities have temporarily suspended flights between France and Algeria, effective March 17, 2020, until further notice.

As a result, ASL Airlines France regrets having to cancel all flights to and from Algeria until April 5, 2020 inclusive.

For the passengers affected by these cancellations, the following commercial policy of ASL Airlines France applies:

- Full refund, applicable for all flights until April 5 inclusive. If you bought your ticket on our website, please send your request to supportclients@aslairlines.com. If you purchased from a travel agency, please contact them directly.

- For customers who purchased their ticket on ASL Airlines’ website, possible issue of a credit for the full amount of the ticket, usable on all ASL Airlines France flights until October 24, 2020. Please send your request to supportclients@aslairlines.com

For passengers scheduled to travel from April 6, 2020 until April 15, 2020, a flight postponement without change penalty is possible for a trip until June 15, 2020. A fare adjustment is potentially applicable depending on the new date of chosen trip:

- Please send your request exclusively to supportclients@aslairlines.com

- This commercial policy does not apply for flights beyond April 15, 2020 at the moment, but ASL Airlines is closely monitoring the situation.

Travel to any other destination:

We invite you to consult the Advice pages for Travelers, By Destination, on the website of the French Ministry of Foreign Affairs.

To date, no other ASL Airlines France’s scheduled flight is affected by entry restrictions, so flights operate normally, and the tickets’ fare conditions apply in case of a change or a cancellation. We recommend that our passengers take out personal travel insurance.

WAITING TIMES

Due to a very large number of requests during this period, waiting times can be unusually long for handling telephone calls and requests made to customer support. We apologize for the inconvenience and we thank you for your patience and understanding.

TERMINAL 3

All ASL Airlines France flights continue to operate from and to Terminal 3 at Paris-Charles De Gaulle Airport.

In the event of a modification, our Flash Info will be updated and a notification will be sent to all customers for whom we have personal contact, as well as to all travel agencies that have made passenger reservations on our flights.

Flash Infos to Passengers

 

> Freight and charter flights                       > Health measures

> Scheduled flights                                   > Closure of Terminal 3

> Commercial policy                                  > Handling times

 

 



FREIGHT AND CHARTER FLIGHTS

All the teams of ASL Airlines France have been during this entire period and are still mobilized in order to continue to provide charter flights on request for the transport of passengers authorized to travel, for medical repatriations and for all freight activities.

 

 



SCHEDULED FLIGHTS

Regarding scheduled flights to Algiers and Tel Aviv, the company is ready to fly but remains subject to the closure of the borders of the Schengen area and will not be able to resume its flights until after their reopening. We are already ready in terms of sanitary measures imposed for air transport.

Here is the current state of the ASL Airlines flight program:

All flights from and to Algiers and Tel Aviv up to and including June 19, 2020 are cancelled. An automatic cancellation message has been sent to all customers for whom we have a personal contact, as well as to all travel agencies that have booked passengers on these flights.

 



COMMERCIAL POLICY

For all passengers on ASL Airlines France scheduled flights, the company has implemented the following commercial policies:

Customers who have purchased their ticket on the ASL Airlines website, or from the company’s call centre and own points of sale, have the choice between:

  • A postponement without modification fees for a new trip to be made to the same destination before March 27, 2021 (a fare adjustment may possibly apply depending on the high-season periods). The request must be made to the company’s call centre on 0825 825 849 (0.20€ per minute), from 9 a.m. to 5.30 p.m., Monday to Friday, and from 9 a.m. to 5 p.m. on Saturday
  • A credit note value usable on all ASL Airlines France flights, for a trip to be made before March 27, 2021, only bookable on the airline’s website. The request must be made by e-mail to supportclients@aslairlines.com. The credit note will then be automatically sent by email in June 2020. If the credit note was not used before March 27, 2021, it can be refunded.

Customers who bought their ticket from a travel agency have the right to:

  • A postponement without modification fees for a new trip to be made to the same destination before March 27, 2021 (a fare adjustment may possibly apply depending on the high-season periods). The request must be made exclusively to the issuing travel agency
  • A specific commercial policy possibly implemented

Customers who bought a whole trip or a tour package from a tour operator should contact them to find out about their commercial policy.

We also inform you that flight cancellations related to the health situation of the Coronavirus (Covid-19) are exceptional circumstances which exempt ASL Airlines France from payment of compensation EU-261/2004.

In the event of a request for refund of the ticket for ASL Airlines France scheduled flights that have not been cancelled, the airline will apply the current fare conditions for the ticket.

We would like to inform our passengers that ASL Airlines is not yet authorized to carry out repatriation flights to and from Algiers and Tel Aviv. We invite our passengers to contact the French consulates in the respective countries.

 



HANDLING TIMES

Due to a very large number of requests during this period, the processing times for requests addressed to customer support will be extended. But we assure you of the processing of all requests. In particular, the credit notes will be sent to customers during the month of June 2020.

Our call center remains accessible, but on more restricted hours, from 9 a.m. to 5.30 p.m., Monday to Friday, and from 9 a.m. to 5 p.m. on Saturday.

We apologize for the inconvenience and thank you for your patience and understanding.

 



CLOSURE OF TERMINAL 3

Following measures taken by the Paris airport authorities, Terminal 3 at Roissy-Charles de Gaulle Airport closed at midnight on Sunday March 22, 2020.

The flight operations of ASL Airlines were therefore transferred since Monday 23 March 2020 to Terminal 2A for non-Schengen flights (to Algiers and Tel Aviv), and to Terminal 2D for all Schengen flights.