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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

 

> 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

The company is ready to resume commercial flights but remains subject to government restrictions in each country served and adapts its program according to the latest news.

 

ASL Airlines is reducing its flight schedule for the coming weeks. Passengers affected by a flight cancellation will receive a message directly from the company or their travel agency.

 

For the resumption of commercial flights, we invite our passengers to take note of the modalities of entry in each country.

 

As a result government decisions:

 

  • commercial flights to/from Algeria are cancelled until November 30 inclusive,
  • commercial flights to/from Tel Aviv are cancelled until October 22 inclusive.

 

In addition, the company continues to operate special return flights in collaboration with the French and Algerian authorities until November 30, 2020. For more information on these flights, go to the dedicated page > special flights.


COMMERCIAL POLICY

ASL Airlines offers the following solutions to its customers who have purchased their tickets on the ASL Airlines website, or from the company’s own call centre and points of sale:

 

– Postponement without modification fees for a new trip to the same destination before March 27, 2021 (a fare readjustment may possibly apply according to high season periods). The request must be made to the company’s call centre on 0825 825 849 (€0.20 per minute), open from 9am to 6pm from Monday to Friday and from 9am to 5pm on Saturday.

 

– A credit note for the value of the ticket that can be used on all ASL Airlines France flights, for travel to be made before September 30, 2021 which can only be booked on the company’s website. The request must be made by e-mail to supportclients@aslairlines.com. The credit note will then be automatically sent by e-mail at the end of October 2020. The credit note will be valid for one year from the date of issue. If it is not used after the expiry date, it may be refunded.

 

We apologize for the inconvenience.

 

Customers who purchased their ticket from a travel agency are invited to contact them.

 

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.

 

For all ASL Airlines flights being maintained, the company will apply the current fare conditions of the ticket.


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 at the end of October 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 March 23, 2020 until further notice, to Terminal 2A for all flights.