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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.

Passengers Infos

Passengers Infos

 

> Conditions of travel

> Commercial policy

> Health measures

CONDITIONS OF TRAVEL

 

The airline has released its flights for the summer 2021 season, which are still subject to government restrictions in each country served. The flight schedule will be adapted according to current events.

 

All ASL Airlines operations have been moved to Terminal 2B, and flight check-in is taking place in Zone 1.

 

We invite our passengers to take note of the entry conditions of their destination:

 

 

The French and Algerian authorities are gradually authorising commercial flights between France and Algeria, which are subject to validation and special conditions. ASL Airlines will inform its customers of any special flights scheduled from France to Algeria and of the conditions of entry into Algeria.

 

ASL Airlines is currently offering 2 special flights from France to Algeria on www.aslairlines.fr only:

 

Period                24-25 June

 

Routes :             Lyon – Algiers on 24 June 2021

Paris CDG-Alger on 25 June 2021

 

Conditions of entry into Algeria: presentation of a negative PCR test result less than 36 hours old on boarding and on arrival; compulsory confinement for 5 days in a hotel provided for this purpose at the traveller’s expense; PCR test at the end of the confinement, giving rise to an extension of 5 days in the event of a positive result

 

The company continues to operate special return flights from Algeria until 30 June 2021. For more information on these flights, go to > special flights.

COMMERCIAL POLICY

100% changeable and refundable tickets

 

All tickets purchased on the website or in the company’s sales outlets are 100% modifiable (without fees for Standard and Flex fares, excluding fare readjustments), up to 1 hour before flight departure (1 hour at airport ticket desks and 3 hours in town offices or on the website).

 

In the event of cancellation of the flight by the customer, the airline will apply the fare conditions of the ticket.

 

Commercial policy in case of flight cancellation by the airline

 

The passengers concerned will receive a direct message informing them of the cancellation and the proposed measures, namely:

 

  • A postponement free of charge for a new trip to the same destination before 30 October 2021 (a fare adjustment may apply depending on the high season). The request can be made by e-mail to supportclients@aslairlines.com or by calling the company’s call centre on 0825 825 849 (€0.20 per minute), from 9am to 6pm from Monday to Friday and from 9am to 5pm on Saturday.

 

 

  • A credit note for the value of the ticket to be used on all ASL Airlines France flights, for travel before 30 October 2021, which can only be booked on the company’s website. The request must be made by e-mail to supportclients@aslairlines.com.
    Credit notes are issued every weekend and will be automatically sent by e-mail. The credit note will be valid for one year from the date of issue and will be refundable in case of expiry.

 

 

  • A full refund of the cancelled ticket within 45 days from the date of receipt of the request. The refund will be made to the card that was used on the day of purchase. The refund request should be made by email to supportclients@aslairlines.com.

 

Customers who purchased their tickets through a travel agency are advised to contact the agency, as it has all the information necessary to process the refund.

 

We would also like to inform you that flight cancellations in connection with the Coronavirus (Covid-19) health situation are considered as exceptional circumstances which exempt ASL Airlines France from paying the EU-261/2004 compensation.

 

Processing times

 

Due to the large number of claims during this period, processing times within 72 hours may be extended. It is therefore not necessary to send several requests or reminders, as they cannot be processed.

 

All information regarding flight schedules, travel conditions and commercial measures is updated regularly on our website.

 

Our sales agents are available by telephone on 0825 825 849 (€0.20 per minute), from 9am to 6pm Monday to Friday and 9am to 5pm on Saturdays.

 

Due to a very high number of calls, the telephone lines are often full, so we apologise in advance for the delay and thank you for taking note of all the up-to-date information already on our website.

 

For health reasons, our sales outlet in Paris is temporarily closed.

HEALTH MEASURES

 

At the airport

 

Thank you for respecting the barrier gestures and the wearing of masks in the terminals

 

 

On board

 

A surgical mask must be worn on board by all persons over 11 years of age for the duration of the flight. If no mask is worn, boarding will be refused. Remember to bring enough single-use surgical masks.

 

For catering and duty-free purchases, please use contactless payment.

 

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Discover our duty-free shop

 

Air filtering: all our devices are fitted with HEPA (high efficiency particulate air) filters. Filters allow the cabin air to be recycled by retaining at least 99.97% of particles with a diameter greater than or equal to 0.3 microns. These filters are also used in hospital operating rooms. The reliability of the filters is regularly tested by the manufacturer Boeing. Cabin air is recycled every 2’.

 

Disinfection: our devices are disinfected everyday thanks to the distribution of a virucide produced by a specialized company; the product is odourless and safe for people with asthma or skin disease for instance.