Frequently Asked Questions

1. If I have a ticket with two or more segments but only one of my flights has been cancelled, can I still apply for a Voucher? Will I get a Voucher only for the cancelled flight or for both? 

Yes, you can apply. As soon as you submit your request for a Voucher, subsequently your respective booking (including all segments/flights of the booking) will be cancelled, and your consent is automatically considered as given.

As long as you have at least one cancelled flight in your booking, the amount of the Voucher that you will receive, will be equal to the value of all not yet flown segments of your booking, including the ones that have not been cancelled.

2. Should I fill in only one flight number in order to receive the Voucher for all the segments/flights that are included under the same ticket number?

As long as there is at least one cancelled flight in your booking, you can fill in the flight number of any flight included in your booking and you will get a Voucher for all the segments/flights under the same ticket number, that have not yet been used.

3. I have an infant, but by the time that I will redeem the Voucher, he/she won’t be an infant anymore. How can I then use the Voucher?

If your booking includes at least one adult and at least one infant/child, then you must submit one Voucher application for each passenger.

The Voucher for each child/infant will be incorporated to the Voucher of one of the adult passengers of the booking and will be sent to him/her. This Voucher can then be used for any passenger/passengers you wish.

4. How do I know if I am eligible to get a Credit Voucher?

You are eligible to apply for a Credit Voucher:

• If your ticket is booked directly via an AEGEAN or Olympic Air point of sale (aegeanair.com, olympicair.com, Call Center, airport ticket office), or through a travel agency (online, offline) and your flight is cancelled by AEGEAN and/or Olympic Air. 
• If your ticket is booked directly via an AEGEAN or Olympic Air point of sale (aegeanair.com, olympicair.com, Call Center, airport ticket office), or through a travel agency (online, offline), the travel date is up until 10/05/21, which has not been canceled by AEGEAN/Olympic Air and you wish to cancel voluntary your booking. This option is available since 24/12/2020.
• If you have flown the first segment of your booking and you wish to cancel the rest segments that have flight date up until 10/05/21 you may still proceed with canceling the booking and apply for a Credit Voucher.
• If you have not made use of the first segment of the ticket, and the date is due, thus you are a non-show passenger, then you may proceed with canceling the rest of the booking with the rules of the fare of your ticket but not with applying for a Credit Voucher. 

We are doing our best to process all incoming Credit Voucher requests, at the earliest possible. In the unlike occasion though, that you do not hear from us within ten working days, please drop us a message here and one of our colleagues will check your request and revert to you. To assist us serve you in the best and swifter manner, please add the following title to your message: “Credit Voucher Request”. 

In case you have applied for a Credit Voucher and you are not eligible to get it, you will receive an informational email.

5. Which types of tickets are not eligible for a Credit Voucher? 

You are not eligible to apply for a Credit Voucher for the below types of tickets:

• Complimentary tickets that have been offered to passengers by AEGEAN/Olympic Air
• Award tickets that have been issued with Miles+Bonus miles redemption, Business on Board points redemption, and through Bank loyalty schemes points redemption
• Tickets that include additional services that have been purchased through redemption of Miles+Bonus miles, Business on Board points and points from Bank loyalty schemes
• Tickets that have been issued through the AEGEAN pass
• Tickets that refer to an unaccompanied minor
• Tickets for which the passenger has purchased an additional seat
• Tickets that have been issued with the use of a COSMOTE Deals for YOU discount code or any other promotional code.
• Tickets that have non show segments (please check question 4).

6. My booking includes 4 passengers, so I have 4 passengers in one reservation number. Do I need to apply for a Voucher 4 times? 

If your initial booking included more than one passengers/ticket, then you must submit a Voucher Request for each passenger/ticket number separately.

7. My booking includes 4 passengers, so I have 4 passengers in one reservation number. Will I get one Voucher?

If your initial booking included more than one passengers/tickets, then you must submit a Voucher Request for each passenger/ticket number separately, and you will receive separate Vouchers for each passenger that were included in the initial booking.  

The only exemption is if in the same booking an adult and a child/infant are included. In that case, the Voucher for each child/infant will be incorporated to the Voucher of one of the adult passengers of the booking and will be sent to him/her. This Credit can then be used for any passenger/passengers you wish.

8. We are two passengers with one reservation number and we share a baggage. How will we get a Voucher for this baggage and which passenger is eligible to use it?

Each passenger must submit a Voucher request for himself. The Voucher you will receive will be of the same value as each passenger’s ticket purchased, including the value for each additional service purchased, if any. The additional services value will be credited to the Credit Voucher issued for the passenger that purchased each additional service.

Please note that specific services are excluded from Voucher’s total value, more specifically: PNR on hold, Travel Insurance, Donation SOS Children’s Villages, Other non-Air services (parking, hotels, etc).

9. How will I use the Voucher?

The Voucher you will receive, will come with a promotional code. Then you can enter your promotional code into the "Promotional Code" field at the booking form at aegeanair.com and olympicair.com, for any flight operated by AEGEAN and/or Olympic Air, and/or for flights by other collaborating airlines (codeshare flights) within the next 18 months for Credit Vouchers or 12 months for Gift Vouchers. You may also use the promotional code for existing bookings through Manage my Booking for purchasing baggage, seat, fast track service, sport equipment, and pet/animal transportation.

Important notes:
Each Voucher can be used in more than one bookings/transactions. Thus, if the new booking is of greater value than the Voucher, then this should be credited instantly, and you will be asked to pay the difference.
If the booking is of lower value, then the difference will remain as a balance in your Voucher and you may use it in another booking.

10. If I do not want to use the Voucher, can I get a refund?

If you do not use your Credit Voucher, you are eligible to request a monetary refund, either for the total or the remaining unused amount. You may check the eligibility of your Voucher for a refund here, and apply for monetary refund. The Voucher can be redeemed by anyone, and not just the passenger that the initial ticket was issued for.

Gift Vouchers are non refundable.

11. When will I get the Voucher?

We are doing our best to process all incoming Voucher requests, at the earliest possible. Therefore, our aim is: to reply to you the latest, within the next 10 working days. 

12. Which is the value of the Voucher that I will receive?

For flights cancelled by AEGEAN/Olympic Air:

The Voucher you will receive will be of the same value as each passenger’s ticket purchased, including the value for each additional service purchased, if any. The additional services value will be credited to the Credit Voucher issued for the passenger that purchased each additional service.

Please note that rebooking fees, service fees, other penalties (such as, name change penalty, no show penalty etc) or specific services (such as PNR on hold, Travel Insurance, Donation SOS Children’s Villages, Other non-Air services (parking, hotels, etc)), are excluded from Voucher’s total value.

We also offer an additional 10% on the Credit Voucher's value. The value of the Credit Voucher will be increased by an additional 10% of the initial ticket price, only if the flight was operated by AEGEAN or Olympic Air, and not by any collaborating airline. The additional 10% is not applicable on Gift Vouchers or in case of cancelled flights due to unforeseen circumstances or beyond airline’s control, such as strike, out verse weather conditions etc.

For flights not cancelled by AEGEAN/Olympic Air, for flights that the passenger wishes to voluntarily cancel:

• The passenger may submit a request to receive a Voucher, through AEGEAN Call Center or at specific AEGEAN stations in Greece. 
• The Voucher is valid for tickets directly booked via an AEGEAN or Olympic Air point of sale (aegeanair.com, olympicair.com, Call Center, airport)
• Terms & Conditions and the value of the Voucher will be in accordance with the provisions of the Fare Rules (available on AEGEAN's website).

Rebooking fees, service fees, other penalties (such as, name change penalty, no show penalty etc) or specific services (such as PNR on hold, Travel Insurance, Donation SOS Children’s Villages, Other non-Air services (parking, hotels, etc)), are excluded from Voucher’s total value.

13. If the details recorded under the Voucher are incorrect can I correct it somehow?
 
In case you submitted the form with wrong information, you should re-fill and re-submit it with the correct ones, here.

14. The Credit Voucher is valid for 18 months from its issuance date, but is it possible for the flight to take place after the time frame of the 18 months, provided that the booking day of the flight is within the 18 months?

The Credit Voucher is valid for bookings and flights that will take place within the next 18 months, from the date that the respective email with the promotional code was sent, only through aegeanair.com, olympicair.com and the AEGEAN app. 

15. The Gift Voucher is valid for 12 months from its issuance date, but is it possible for the flight to take place after the time frame of the 12 months, provided that the booking day of the flight is within the 12 months?

The recipient of the Gift Voucher will be able to book the ticket of his choice without restriction on the date of the flight.
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16. If the ticket has been voluntary rebooked with rebooking fees from the passenger, will the amount of the rebooking fees also be calculated in the total amount of the Voucher that I will receive?

No, rebooking fees or other penalties (such as service fees, name change penalty etc), are excluded from Voucher’s total value.

17. Until when can passengers submit a request for a Voucher?

Credit Vouchers for flights cancelled by AEGEAN/Olympic Air must be requested within 18 months from the date of the flight that was cancelled.
Gift Vouchers for flights cancelled by AEGEAN/Olympic Air must be requested within 12 months from the date of the flight that was cancelled.
Vouchers for bookings that passengers wish to voluntary cancel, must be requested up until 24 hr prior the travel time of the booking.