Frequently asked questions and answers about the payment of funds for missed trips
First of all, let us once again thank you very much for your support and trust during this difficult situation caused by the coronavirus pandemic. At the same time, we would like to remind you that today, 31.08. you can request a refund for your missed trips. We are aware that this process brings with it many questions, and we therefore offer you the answers to the most frequently asked questions.
I have funds in the DeluxeRooms for the unrealized trip in the form of a notice of an alternative trip.
How do I proceed?
To claim a refund, simply fill out the online Refund Form after August 31, 2021, from the comfort of your home . After filling out the form, you will receive a confirmation of receipt of your application. Please confirm this email by clicking on the "Verify" link in the emails. By confirming this link, your request has been accepted and will be processed by us. There is no need for you to sign anything or go to a branch or contact your dealer.
I have funds in the Deluxe Rooms, Travel Agency for a missed trip in the form of a voucher.
How do I proceed?
If you have a voucher with the same conditions as the substitute tour notification instead of a substitute trip notification, there is no need to fill in a refund form. Clients with a voucher will be automatically contacted by phone.
If you have a voucher that does not qualify as a substitute trip notification instead of a substitute trip notification, you do not need to fill out a refund form and you can request an extension.
Can I request a refund other than through an online form?
No, you must request a refund by completing the online form . Filling in the form is easy, you can also follow this guide.
Can I fill out the online form even if I am not a tour operator?
No, the form must be filled in by the tour operator.
Can I enter two bank account numbers on the form if I want to split the payment?
No, it is only possible to list one bank account to which the funds will be returned.
I made a mistake while filling out the form.
Can I fill it in again?
No, please do not fill out a new form. Our system identifies the error and you will be contacted by us.
At what date do I have to request a refund at the latest?
To claim a refund, please request no later than September 14, 2021. You must do so by completing the online Refund Form .
How will my money be returned?
The disbursement of funds will take place by non-cash payment system, ie by transfer to a bank account and only on the basis of a completed online Refund Form.
How much will I get refunded?
The total amount will be sent to the client's bank account. In the event that the client has taken out above-standard insurance, the total amount will be reduced by the amount paid for premiums from above-standard insurance cancellation fees. You can find Allianz's statement on this fact here .
By what time after submitting my application will my funds be paid back?
When disbursing funds, we will proceed in accordance with the deadlines specified in the law. Due to the fact that there will be a large number of applications, we ask for your leniency and patience in processing them on our part. We will try to resolve them all as soon as possible.