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#BrusselsAirlines CEO Dieter Vranckx writes to the airline’s customers
OPEN LETTER BY BRUSSELS AIRLINES CEO TO THE AIRLINE’S CUSTOMERS
(Posted 21st March 2020)
These days we are facing unprecedented circumstances, causing uncertainty amongst travellers around the world. Since the outbreak of the new coronavirus, we have been monitoring the situation hourly and we have evaluated all possible scenarios. Our priorities are clear: we want to be the most reliable airline towards you, be the best possible employer, and make sure we come back stronger after this crisis. That is why we have taken the difficult decision to suspend our operations between 20 March and 19 April included.
Also in difficult times, our customers will continue to be at the core of our activities. We cannot emphasize enough how sorry we are for the cancelled flights due to the corona outbreak. If you would decide to postpone your trip to a later time, even if your flight is not cancelled, we fully understand. We will assist you by extending our flexibility so you don’t have to wait on the phone right now.
All passengers with a ticket booked before or on 31 March (with flights until 31 December – whether cancelled or not) can rebook their ticket until 31 August, to another travel date until 1 year after your original ticket purchase (or until 31 December 2020 whichever comes first). Furthermore, if you would like, you can also modify the origin and/or destination of your ticket. If you are interested in this possibility, there’s nothing you need to do right now. Simply contact us before 31 August, when you have decided when you want to fly again. This way you can reschedule worry-free, without time pressure.
You can find all recent updates and information on brusselsairlines.com, as well as the most frequently asked questions. In case we have new information, this will immediately be added on our website. Please make sure to visit brusselsairlines.com before contacting our customer service, to avoid extra waiting times.
Finally, we would like to thank you for your trust in these challenging times. The health and safety of you and your loved ones always remain our highest priority, and we will never compromise on this commitment. We really appreciate your support and hope to welcome you on board again soon.