The corona crisis has hit the airlines particularly hard. For months we had to cancel 90% of our flights due to the pandemic. For some of our customers, our digital flight voucher was not an alternative, which resulted in an overwhelming number of ticket refunds to various means of payment. Due to the high volume, we were not able to meet these demands in a timely manner. Eurowings apologises for this.
All customers will of course get their money back - there is no question about that. Already in June, Eurowings transferred double-digit million amounts back to their guests. In order to continue to be able to process all inquiries as quickly as possible, the airline has massively increased capacities in all relevant service areas. This is the only way to ensure monthly ticket refunds in the double-digit million range and the processing of several thousand applications per day. In addition, we are working at full speed on digital solutions so that we can offer you alternatives to the flight voucher in the event of a flight cancellation.
The aim is to largely process the claims of passengers who have been waiting the longest for a refund before the summer is over. The more recent refund applications will of course also be processed as quickly as possible. Eurowings would like to thank its customers for understanding that, due to this exceptional situation, payment cannot always be made within the usual time limits.