Aero.lv information regarding the change/return of plane tickets in the presence of
the COVID-19 situation
We sincerely regret the present situation both on behalf of our company and airlines, and perfectly understand that both passengers and tourism business entities are facing particularly huge challenges as a result of the occurring pandemic. Irrespective of the current situation, we exert maximum effort in an attempt to administer requests, to complete airline forms and to execute changes and returns in accordance with the specific situations encountered by passengers. However, we are forced to admit that due to the economic and legal aspects of the pandemic phenomenon, which has not yet been fully analysed, and its relationship with extraordinary and force majeure circumstances, the actual executors of flights basically adhere to the position that it is necessary to apply the exceptional procedure when it comes to refunding the money paid for flight tickets. Communication periods are longer than you would normally expect. Professional tourism and civil aviation have experienced a crisis of such scale for the first time in history.
We also would like to draw your attention to the fact that Aero.lv (the private limited liability company Baltic Tours Group) is the seller of airline tickets (the intermediary) and not the air carrier (the airline), and intermediates in order to ensure that the passenger and the airline enter into the agreement on the carriage of passengers. Thus, only the flight organiser (the airline) can reach a decision on the fulfilment of your requirements.
Please indicate the booking number when you send us your queries email@example.com.
We respond to all customers, just more slowly than you would normally expect.