24/03/2020
Dear traveller,
Due to this extraordinary situation and the excessive number of incoming requests to our customer support via several different channels, we now have to pause Facebook Messenger. And as you already noticed our customer support team are not able to answer your comments on this Facebook wall either. Please have in mind that our customer support team is working under hard pressure right now and they are doing their best to go through high volumes of cases as fast as they can. But in order to handle all cases, they need to focus on one channel. Therefore, we need to remind you about that the best way to reach our customer support is via e-mail.
We are truly sorry for any inconvenience this Coronavirus (COVID-19) situation may have caused you, but we are in this together. We are working around the clock for you and we need your help to ease some pressure from the customer support so that they can answer all travellers.
Please note:
1. Visit our website and log in to your account using your login details, such as booking number and e-mail address.
2. Have patience. The waiting periods to get an answer from our customer support is longer than usual.
3. Cases with passengers who have departure time in the coming days are considered most urgent and will be prioritised.
4. All travellers and customers who has flight tickets with departure dates June 1st 2020 and later, are welcome to contact us earliest two weeks prior to departure date.
5. Travellers that are in urgent need of information about their flights with departure dates after June 1st are welcome to contact the airline directly.
6. Before you contact us, check with your airline about their policies concerning refunds or changes.
7. Cancellations of your booking - If you haven’t received a cancellation confirmation from us latest three (3) days before your departure, you have to contact the airline yourself to cancel your ticket. After that, and if you cancel your ticket with the airline, please email us for possible refund.
8. If you have already contacted us by e-mail, and have an open customer service case, please don’t email us again. We will answer all customers as fast as we can, and double cases creates unnecessary confusion and longer waiting periods.
9. If you have contacted us through Facebook Messenger or via any other channel, other than mentioned above, please follow the steps stated at point 1.
10. You are welcome to visit our website for more Coronavirus (COVID-19) information.
Thank you for your patience. We are doing our best to answer all your questions as fast as we can.
/Flygpoolen