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Covid – 19 Supplier Recovery Plan

Covid – 19 Supplier Recovery Plan

Information correct at time of writing 2nd September 2020


Covid – 19 Supplier Recovery Plan



ü  Lufthansa Group –

 In September 2020, the Lufthansa Group airlines will be serving 90 percent of all originally planned short- and medium-haul destinations and 70 percent of long-haul destinations again. Customers who are now planning their autumn and winter holidays will thus have access to an extensive worldwide network of connections and a wide choice of destinations. From June 2020, the airlines of the Lufthansa Group will resume flying to many destinations. Mandatory wearing of a mouth-nose cover on all flights, the airlines of the Lufthansa Group have implemented numerous additional hygiene measures and taken precautions to minimize the effects of the coronavirus.


Lufthansa Update 30 June

From today, the summer timetable of Lufthansa, SWISS and Brussels Airlines, which is valid through 24 October 2020, will be implemented in the booking systems. Following the successful restart, Austrian Airlines will gradually expand its flight offer in the coming weeks.

By the end of October, over 90 percent of all originally planned short- and medium-haul destinations and over 70 percent of long-haul destinations will be served again.* Customers who are now planning their summer and autumn holidays will thus have access to an extensive worldwide route network via all Lufthansa Group hubs.


Lufthansa update 28 July


Customers whose flight has been cancelled or who wish to travel at a later date can now transfer the value of their unused ticket to a Flight Value Voucher. In addition, they will receive a Discount Voucher of EUR 50/CHF 50/USD 50*. This offer is valid for all passengers with Austrian Airlines, Lufthansa and SWISS tickets issued up to and including 15 May 2020 with a travel date until 30 April 2021.


Lufthansa update 04th of August

Companion Fares are back! When customers travel together they can take advantage of special discounts to many European destinations!

The Lufthansa Group New Companion Fares are available from Birmingham, Edinburgh, Glasgow, Manchester and London in Business Class with the Lufthansa Group (LH, LX, and OS).

Selling period: until 17 August 2020.
Travel period: from 1 September until 15 December 2020 (some destinations are only served during the 2020 Summer Schedule).


ü  Emirates - Emirates is suspending its complimentary chauffeur drive service for first class and business class passengers until April 2021


ü  Air Europa– From the 4th May the use of masks is now mandatory for passengers and these must be worn from the time of boarding; Air Europa have removed newspapers and magazines from all aircraft; increased the number of in-depth cleanings to disinfect the entire fleet with specific hospital-grade products; protective screens at check-in and customer service desks in Madrid and Palma airports; Boarding and disembarking processes have been revised to ensure social distancing requirements are met and disinfectant gel has been placed at different locations for maximum hygiene for the use of all passengers.


ü  BA – Name change flexibility for Corporate & On Business customers. BA will allow one name change.






Update: 3rd July

Throughout July, British Airways will resume flying to more destinations across its network, albeit offering fewer frequencies due to reduced demand and the impact of the global quarantine restrictions.


ü  American Airlines –Free changes and new travel dates up to 31st December 2021


ü  Blue Biz Group– 15% Extra value on voucher on new bookings and Name change flexibility.


Update: 3rd July


Air France and KLM are carefully restoring their networks. During July, Air France is connecting from their hub in Paris to nearly 150 destinations and KLM flies from Amsterdam to over 120 destination worldwide.
Air France resumes flights from Paris-Orly.


AF/KLM update – 8th July


Air France and KLM have decided to further adjust their commercial Rebook and Refund Policy matching the latest global COVID-19 developments and the gradual lifting of governmental travel restrictions worldwide. 

In addition to the extra voucher value up to 15%, the updated policy now also offers customer more flexibility in case a customer decides that he/she does not want to fly while the airline has not cancelled the flight. For tickets issued before or on 21 April 2020 with a travel date on or after 1 September 2020, or for tickets issued on or after 22 April 2020, the customer will benefit from flexibility in case of a rebooking (change fee waived). In case of refund requests, the fare conditions of the ticket will apply.

Update as off 5th August :

Air France and KLM health safety - update

Many health safety measures are taken by Air France and KLM and both airlines keep monitoring the COVID-19 situation and adjust their measures accordingly.

Temperature checks : Air France will continue to do a temperature check with customers on all flights that depart to Non-Schengen destinations. For flights to Schengen destinations, the temperature checks may be done if required by Air France or local authorities and can change accordingly. KLM also does a temperature check if required by local authorities. Passengers are checked with a contactless infrared thermometer and the body temperature has to be below 38 degrees Celsius in order to travel.


Face masks and sanitizer : All passengers should bring enough qualified face masks when traveling because to remain effective, face masks have to be changed at least every four hours or when they get wet or dirty. Customers traveling with Air France need to know that wearing an approved surgical mask is required on board. Customers traveling with Air France need to know that wearing an approved surgical mask is required on board.


KLM has included a small bottle of sanitizer to the World Business Class amenity kit. A sanitizing wipe will be offered in World Business Class and on intercontinental flights in Economy Class as of 18 August 2020. From that date onwards sanitizing gel sachets are also offered on all Economy Class flights.



ü  Dellta Airlines- Delta is building on its efforts to make more space for safer travel by blocking the sale of select aisle and window seats on additional aircraft and reducing overall customer numbers in every cabin across the fleet. Middle seats have been blocked in all cabins for all flights since mid-April.





Delta airline as of the 22nd of June:


We’ve made travel more flexible, too. All new tickets booked through June 30, 2020, can be changed without a fee for a year from the date of purchase. Don’t forget that customers who have had their plans impacted by the pandemic can also request a refund.


Delta Airlines update – 8th July

Delta Launches a New Travel Exception Policy Finder and extends CHANGE FEE waiver for tickets issued through 31 JULY 2020

A Travel Exception Policy Finder has been added to the Delta Professional site to help travel agents determine which of Delta’s active waivers apply to specific tickets. The new tool guides travel agents through a step-by-step process to identify the correct waiver code that applies to those specific tickets.

The tool can be accessed via Delta’s Travel Exception Policy Archive page as well as through the Delta Coronavirus News page for Waivers.

Delta is also extending the change fee waiver for all tickets purchased from March 1 through July 31, 2020. This waiver allows customers to adjust their travel as many times as they would like without a change fee for up to one year from the date of purchase.


Delta Airlines update – 23rd July

Delta introduces rigorous mask exemption policy for everyone’s safety

For everyone’s safety, customers who believe they have an underlying condition that prevents them from wearing a mask are now required to complete a "Clearance-To-Fly" process before being permitted to travel on Delta.

A "Clearance-To-Fly" process is required for each trip, with the virtual consultation facilitated by a Delta agent with a third-party medical professional taking up to an hour. Delta is encouraging customers prevented from wearing a mask due to a health condition to reconsider travelling altogether or arrive at the airport in plenty of time to complete the process.

Employees and customers have been required to wear a mask or face covering across Delta touchpoints at the airport and on board since early May. Exceptions in place that do not require pre-travel clearance include young children who cannot maintain a face covering and unaccompanied minors. 


ü  Ryanair - Check temperature before you fly to ensure that you are fit to fly. Wear face masks through the airport and on-board. All aircraft are professionally cleaned, fitted with state of the art filters and will now operate a limited cash less inflight service. 1000 daily flights as of 1st July 2020.




ü  Singapore Airlines– All passengers must wear a face mask on-board. All customers will be obliged to undergo a basic health assessment before boarding the aircraft  which includes a verbal declaration. Enhanced and more frequent cleaning of aircraft. All aircraft are equipped with HEPA filters. All crew members undergo temperature screening before their shift and wear masks, goggles/eye visors throughout the flight. Gloves are worn during meal service.

Following the introduction of new UK quarantine measures for arriving passengers, Singapore Airlines has ensured the required customer notification is available on our website, during the internet check-in process, at check-in and via on-board announcements.


Singapore Airlines: Update 15Jun20



Please Note: Singapore Airlines continues to operate reduced services and ex-UK this includes 3 x weekly flights from London Heathrow to Singapore. Transit at Changi Airport is gradually re-opening for selected flight itineraries but is currently directional and applies to inbound UK passengers only.


Travellers departing selected Australian and New Zealand cities are now able to transit through Singapore, one-way only, with Singapore Airlines, SilkAir and Scoot to any airport in their combined network, including London Heathrow.     


Please ensure you check all current government restrictions for further updates and full details.  


Singapore Airlines – update 22nd July

For Existing Bookings:
Singapore Airlines continues to waive all rebooking fees for unused SQ-/MI-tickets issued on or before 15 March 2020, for travel up to 30 September 2020 (previously 31 August 2020). “Flight Credits” and “Bonus Flight Credits” can be used for travel up to 31 December 2021.



ü  Wizz Air- It is compulsory for all passengers to wear face masks. Aircrafts are being disinfected daily  and seat allocation to be distanced when possible.  Contactless payment onboard purchases up to EUR25.



ü  Eurostar  

From 8 June, the UK Government will introduce new health measures for passengers entering the UK,
Whilst these measures are in place, when entering the UK, passengers are required to: 

  • Provide their journey and contact details online by filling in the Public Health Passenger Locator Form. They will need to show their completed form when they arrive at the UK border, either by printing a copy or showing it on their phone. They will not be able to submit the form until 48 hours before they’re due to arrive in the UK. 
  • Self-isolate for 14 days at the address they provided on the above form. Please note that these measures are for both UK residents and visitors. Some people are exempt from the requirement to self-isolate for 14 days but will still need to complete the form



ü  Virgin Atlantic


Have extended their flexibility policy for travel up to and completed by 30 September 2022; enhanced cleaning practices and disinfect all cabins; perform deep cleans every 2-3 weeks; audit plans to double check improved cleaning measures; introduce isolation areas for anyone that becomes unwell during the flight; proactive health screening before boarding.


The details of the new routes we’ll be operating from July and beyond are below.

Virgin Atlantic will operate temporarily from Terminal 2 at Heathrow, due to HAL’s                            terminal consolidation. Virgin Atlantic will return to its much-loved home at London Heathrow Terminal 3 when demand at Heathrow grows, enabling Terminal 3 to reopen

Virgin Atlantic has taken the difficult decision to delay the restart of its London Heathrow to Orlando service and it will now resume on 24th August 2020. Seasonal services from Glasgow and Belfast to Orlando will now resume in summer 2021

Update  policy on change fees. For customers who were due to travel between 12th June - 30th September 2020, and rebook to travel before 30th November 2020, we’ll waive both the change fee and any fare difference. If customers choose to rebook to travel between 1st December 2020 and 30th September 2022, we’ll waive the change fee, but a fare difference will be payable. For customers who were due to travel between 1st October 2020 and 30 th April 2021, again the change fee would be waived but a fare difference will be applied. Refunds will only be available for customers whose flight has been cancelled. 



ü  Easyjet – easyJet are launching their “Europe with Confidence Pledge”. A promise to customers that easyJet will look after their wellbeing and safety. Additional deep cleaning will take place on aircraft, passengers and crew will wear face masks at all times. 


ü  SAS –  SAS is launching its traffic program for July and increasing service from Europe to Scandinavia. SAS will again offer departures from many European cities including regular service from London Heathrow to Copenhagen and Stockholm.

We are also scaling up our operation within Scandinavia and reopening several of our US routes. In total, the new traffic program will increase from 30 aircraft in June to over 40 in July, equivalent to just under 30% compared with the corresponding period last year.

Several measures have been implemented on board to ensure a safe journey for everyone. These include doing everything possible to create distance when seating travelers, limiting hand luggage, temporarily suspending meal service and requiring SAS’ flight crew and travelers to wear face masks.

Cathay pacific- updated 30th June

                       Increased frequency from London Heathrow

Now operating five flights a week from London Heathrow.

CX252 from London Heathrow operates on Monday, Wednesday, Thursday, Friday and Sunday, departing at 12:20. 
CX251 from Hong Kong operates on Tuesday, Wednesday, Thursday, Saturday and Sunday, departing at 23:55.
This flight offers a number of connections for customers to 10 destinations across the Asia-Pacific region including Australia, Japan, Taiwan, Indonesia, and Vietnam.

During June and July, there is also a special chartered ferry operating from Hong Kong International Airport to Macao twice a day. 
Hong Kong International Airport allows transit for eligible passengers of up to 24 hours, provided they meet certain criteria.


Finnair – updated 3rd July


The “Book with confidence” policy still applies to our tickets and we have extended the policy to apply to all new tickets issued until the end of August 2020! This means that all new bookings can be changed flexibly without a change fee up to 7 days before the departure. Read more about the Book with confidence policy here.


We have now published our schedule for the coming months all the way until end of March 2021 and we will gradually increase the flights from the United Kingdom and Ireland to Helsinki.


In July, August and September, we are also able to resume flights to many of our long-haul destinations so that the short northern route via Helsinki is again open.

AF/KLM update – 8th July


Air France and KLM have decided to further adjust their commercial Rebook and Refund Policy matching the latest global COVID-19 developments and the gradual lifting of governmental travel restrictions worldwide. 

In addition to the extra voucher value up to 15%, the updated policy now also offers customer more flexibility in case a customer decides that he/she does not want to fly while the airline has not cancelled the flight. For tickets issued before or on 21 April 2020 with a travel date on or after 1 September 2020, or for tickets issued on or after 22 April 2020, the customer will benefit from flexibility in case of a rebooking (change fee waived). In case of refund requests, the fare conditions of the ticket will apply.


Eurowings – 12th August

Eurowings willguarantee to fly you back to Germany from any destination in Europe. This guarantee applies as soon as a travel warning is issued, or if a lockdown is imposed at your destination after you have arrived. And it applies to all Eurowings customers who have booked a return flight from Germany to European destinations.

Our Eurowings bookings are guaranteed to remain flexible. That means when you book a flight in August, you can change your flight as often as you like up to 14 days before departure without any rebooking fees. The new flight can be booked for any dates up to 30 October 2021. You can also conveniently change the destination online when rebooking.





ü  Hyatt Hotels - A new sanitation and safety promise to enhance its operations around employee and guest ‘safety and peace of mind’. As part of the new programme, named as ‘Global Care & Cleanliness Commitment’, Hyatt are looking to introduce in May the Global Bio risk Advisory Council STAR accreditation process for more than 900 of its hotels worldwide. GBAC STAR is a cleaning, disinfection and infectious disease prevention programme that includes detailed training. Hyatt intends to complement this programme with regular internal and external auditing. By September, every Hyatt hotel will have at least one person trained as a hygiene manager who will be responsible for their hotel adhering to new operations guidance and protocols


ü  Hilton Hotels – Hilton ‘Clean Stay’ programme will begin at Hilton Hotels worldwide in June 2020. This will include;  Extra disinfection of top 10 high touch areas in guest rooms including light switches and door handles; Increased cleaning frequency of public areas; Guest-accessible disinfecting wipes at entrances and high traffic areas; Enhanced cleaning for fitness centres; Reduced paper amenities (like pads and guest directories) in rooms ; Enhanced cleaning & other changes to buffets, in-room dining and meeting spaces; Industry-leading contactless check-in and check-out with Digital Key at more than 4,700 properties globally ; Evaluation of new technologies like electrostatic sprayers with disinfecting mist and ultraviolet light to sanitize surfaces and objects; Enhanced Team Member safety and well-being with personal protective equipment and enhanced training and protocols.


ü  Radisson Hotels -During this challenging time, Radisson Hotels seeks to make each guest feel safe and secure. So we’ve partnered with SGS to create a 20-step cleaning and safety protocol to address the health issues that are important to you while you travel. Our hotels are employing disinfection and cleaning procedures to keep guest rooms, public spaces, and meeting venues to the highest standard of cleanliness.



ü  Marriott – “Marriott Global Cleanliness Council” consisting of in-house and outside experts  in food and water safety , hygiene and infection prevention. The council members will work to develop a new generation of global hospitality cleanliness standards. The standards will be designed to to minimize risk and enhance safety.  Marriott will be using the highest classification of disinfectants recommended by the Centers for Disease and Prevention and WHO to treat known pathogens.


ü  IHG – “ IHG Way of Clean” was a program developed 5 years ago in conjunction with experts from Ecolab, a global leader in hygiene technologies and services. This was originally implemented in hotels throughout America and Greater China. Following its success this will be rolled out in Europe, Middle East, Africa and Asia to consistently deliver  a safe  and clean stay at every hotel  around the world.

This includes a deep clean with hospital -grade disinfectants in guestrooms and public spaces. Ecolab continues to work with IHG to enhance and develop the program.



ü  The Leading Hotels of the World


(LHW) recently announced their Healthy Stays commitment that will enhance global cleanliness procedures and protocols for our 430 worldwide members.

Our Healthy Stays commitment includes:

Expert Medical Guidance: LHW collaborated with doctors of RemoteMD, ProHealth Environmental and a FEMA Emergency Response Trainer to develop Best Practice Guidelines specifically for member hotels. These guidelines for COVID-19 disinfection ensure LHW members are taking the steps necessary to create the safest possible environment for their guests and employees.

Gold Standard Cleanliness Accreditation: To certify our global portfolio of hotels meet a higher level of cleanliness and safety, LHW partnered with the Global Biorisk Advisory Council (GBAC), a Division of ISSA, the worldwide cleaning industry association, to offer GBAC STAR™ facility accreditation to our members.

Enhanced Operational Standards: LHW has partnered with Leading Quality Assurance (LQA) to develop new hygiene standards for hotel audits. Each LHW member is assessed annually by an LQA audit with 800 stringent criteria. These additional hygiene standards will include social distancing practices, employee access to hand sanitizer, a documented process to check employee temperature, and more.

ü  Millennium Hotels

Millennium Hotels and Resorts has always maintained high levels of cleanliness and hygiene. To further enhance health and safety protocols, we have introduced the following 10 Key Hallmarks, which will be implemented in the jurisdictions in which we operate to the extent applicable based on local health authority guidelines. 

1. Higher standards of cleanliness and hygiene
2. Appropriate checks on arrival for guests and employees 
3. Disinfection kits easily available to guests and employees 
4. Frequent and regular sanitisation of high-contact points 
5. Use of technology to enhance guest experience and safety 
6. Ensure higher cleanliness and hygiene standards during guest stay 
7. Enforce safe distancing measures as precaution
8. Higher food safety standards 
9. Appropriate health and safety gear 
10. Hygiene ambassadors to ensure measures are implemented



Car Rentals & Transfers

ü  Europcar -  Reinforced vehicle cleaning measures with systematic use of disinfectant agents Europcar are also deploying extra measures in certain key locations : systematic desk disinfection between each customer and zero contact policy (vehicle key sealed in an envelope once disinfected).


ü  Avis – Avis are closely monitoring information shared by WHO and are encouraging regular hand washing by staff and customers. Avis have enhanced their cleaning techniques of vehicles after each rental and are paying particular attention to the cleaning of steering wheels, door handles and other hard surfaces.



ü  Carey – In additional to the usual rigorous cleaning routine Carey are implementing additional steps: All vehicles professionally disinfected every 28 days, hand sanitizer to be available , both driver and passenger to wear face coverings, when possible passengers to handle their own luggage, passengers are not to sit in the front of the car. Maximum 1 passenger per saloon car.


ü  City Fleet – Partition between driver and passenger , daily valeting of vehicle, routine cleaning between fares of steering wheels, hand rails and card payment machines. All drivers to use hand sanitizer .




ü  National Rail companies need you to continue to follow the latest advice from government and public health officials.

Before you set out please ask yourself if your journey is essential. If it is, please cycle, walk or drive if you can - only travel by rail if you really have to.  

Train companies will do everything possible to keep passengers safe, including;

  • more frequent and thorough cleaning than normal on trains and at stations
  • giving clear safety guidance on journeys and at stations, and
  • make extra train carriages available whenever possible.





ü  Stena Line

Face masks or face coverings must now be worn whilst in our ports and onboard our vessels from Monday 15 June. Exceptions to this rule are children under the age of three and anyone with a breathing condition, illness or disability that prevents or hinders them from wearing a face covering.


ü  Red Funnel

From Monday 15 June passengers will require a Face Covering to travel on board our ferries.


Update :

It gives me great pleasure to reach out to you today and announce that we are taking the first step toward resuming our Hi-Speed Red Jet service, effective this Monday, 29 June. It was not an easy decision to have to suspend our service back in April, and it was personally one of the hardest I have ever had to make in all my years working on land and sea. So, after weeks of less than happy news, I must say it feels very refreshing to get in touch with good news, and I hope this finds you well.


Our restarted service will initially offer three crossings in the morning and three in the evening from each side of the Solent, seven days a week.


The revised daily timetable has been determined in line with regular commuter and peak travel times, and will be as follows:


Departing Southampton (Terminal 2):

• Morning: 05:15, 06:45, 08:15

• Evening: 15:45, 17:15, 18:45


Departing West Cowes:

• Morning: 06:00, 07:30, 09:00

• Evening: 16:30, 18:00, 19:30


Please note that our capacity will be reduced in support of social distancing, and our teams are currently working on confirming our final capacity for when we resume operations on 29 June.



Travelodge  22nd June

A programme of cleaning and social distancing measures, designed to keep our guests and teams safe.

Travelodge Protect Plus:

A programme of cleaning and social distancing measures, designed to keep our guests and teams safe. The programme has been developed by a dedicated cross functional hygiene strategy team and has become the basis for our new way of working.

Cleaning & Hygiene

Cleaning using antiviral disinfectant effective against Coronavirus; certified to European standards EN1276 & EN14476

Increased cleaning frequency of
high touch points in public areas
and bedrooms

Additional post clean room checks with digital tracking in place to ensure consistently high standards

All linen and towels thermally disinfected

Customer hand sanitiser stations (in key locations)

Comprehensive training of every hotel team member on cleaning, hygiene and social distancing

Social Distancing

Social distancing measures throughout the hotel

Reception distancing floor signage and protective screens at check in

PPE provided to all hotel team members. Whilst there is no Government guidance on the need to wear face masks in hotels, these are available should team members choose to wear them

Contactless Measures

To minimise contact, housekeeping teams will not enter bedrooms during your stay

Contactless payment available

Contact free check out


Stansted airport 22jun

Number of additional measures at the airport.

- You must keep your face covered throughout the terminal and will not be permitted to fly if your face is uncovered.

- Please clean your hands regularly. Additional hand sanitising stations have been installed throughout the airport.

- We are trialling the use of temperature screening technology which you will see on the entry to security.

- We have an enhanced cleaning regime in place throughout the airport – you may see these teams in operation.

- We have installed protective screens at various locations throughout the terminal, including check-in desks and security.

- We are trialling the use of UV cleaning technology on some of our escalators to keep handrails as clean as possible.













Michelle Gamon

May 28 2020
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