Coronavirus cancels connecting flight

My BF flies on Monday Athens-Zurich-Miami, with Swiss. He recently received an email saying that his flight details have changed, and he finds out that Lufthansa, ATH-ZRH operator, will most likely cancel the flight due to the COVID-19 coronavirus. The other flight is scheduled.

He went to the airport, but the booth told him that they assist only with today's flights, and gave him the central contact number. He calls, but fails getting through, most likely because of the heavy load of calls these days... He'll email them too, but with weekend ahead, it'll probably go without an on time response.

Any ideas on what'd be his next realistic steps? He's really stressed!

Best Answer

If it is the same ticket, and one flight is cancelled, you have the right to cancel all flights and get full refund. Switzerland is fully considered like an EU country in the EU passenger right directive.

The problem: the flight is not yet cancelled (just "probably"), so it makes harder to change and get refund, until there is a true cancellation. So you should probably wait. When the cancellation is official, more staff can change/refund the flight (and possibly you can do it online).

For email: my experience: they are slow to answer, but on weekend you may get more answers: there is always staff, and on weekend they are less busy, but phone is often the best way (but don't be surprised if staff lacks in geography and so they may propose you unrealistic changes), and unfortunately often one should try several time.

Just look online for alternative, and prepare all options on the table: if they offer you a choice, you want to take it immediately, and not wait to decide and call them back. So be prepared.