Bring me Home
Important information about validity
The information on this page is only valid for tickets booked during the promotional period from 25 June to 30 September 2020 and that meet the conditions of the promotion.
Travel with total peace of mind with Austrian and AXA partners
Travel plans often change unexpectedly – especially at times of coronavirus. From increasing infection numbers at your holiday destination to emergency situations at home – at the moment travel is associated with many uncertainties.
With the right promise, you can still plan your trip without worry. And Austrian makes this promise to you. And together with AXA Partners offers you a service package for most fares, which protects you and your travelling companions before, during and after your trip.
Bring me Home – our return flight promise for all passengers
With no ifs or buts: Our return flight promise applies to all our fares! In the event of a travel warning or a significant worsening of the coronavirus situation where you are, we will take you back to Germany, Austria or Switzerland – if necessary by special flight.1
With Bring me Home and the extension Bring me Home NOW , you can enjoy a reliable “complete peace-of-mind package” on the Classic, Saver and Flex fares. From practical information before your trip, medical assistance when travelling, to assuming the costs for interrupting your trip – you benefit from access to a unique medical network worldwide and the many years of expertise of our insurance partner AXA Partners.
Bring me Home NOW
We will not only get you home, we will even do so as quickly as possible with Bring me Home NOW. All customers with an Economy Flex or Business Flex ticket will be booked on to the next bookable Lufthansa Group flight on request and free of charge, and returned to Germany, Austria or Switzerland.2
Direct to AXA Partners
If you have any questions before your journey or need local assistance, please contact the following hotline: +49 221 80247 1869
Assistance email address: BMH_Assistance@axa-assistance.de
Claims email address: BMH_Schaden@axa-assistance.de
All the Bring me Home benefits in detail³
Holiday guarantee
- Takes effect in the event of infection with the coronavirus, quarantine or lockdown and denied entry due to body temperature control (see below for other regulations for disrupted travel).
- Costs for additional means of transport up to EUR 250.
- Rebooking fees up to EUR 50.
- Costs of return ticket, if no flight of the Lufthansa Group is available, up to EUR 500.
- Accommodation costs due to quarantine or lockdown up to 14 nights and up to EUR 250/night, as well as the costs of unused overnight stays or excursions and events.
- Disrupted travel: Assumption of return travel expenses and other additional costs for disrupted travel due to accident, illness, death, damage or break-in in your home, unexpected legal charges and breakage of prostheses.
Medical Repatriation
- Medical return transport to a hospital in the country of your residence, if this is medically necessary.
- Transfer of mortal remains or local burial in the event of death.
- Max. compensation payment EUR 100,000.
Medical Assistance
- Telephone information – even before your trip – about vaccinations, diseases at the travel destination, travel pharmacy, medical precautions, medications, outpatient and inpatient treatment options.
Telemedical Assistance
- Option of a medical consultation by telephone during your trip.
- Using the familiar “Doctor Please!” app
- Available in English (24/7) and German (weekdays 8 a.m. to 9 p.m.)
Information to download
The information on this page is only valid for tickets booked during the promotional period from 25 June to 30 September 2020 and that meet the conditions of the promotion.
Overview of packages and services by fare class
| Return flight promise | Bring Me Home worry-free | Bring Me Home NOW worry-free | |
Included in the fares | Economy Light | Economy Classic/Business Saver | Economy Flex/Business Flex |
| Return flight promise | Yes | Yes | Yes |
| Holiday guarantee (powered by AXA) | No | Yes | Yes |
| Medical return (powered by AXA) | No | Yes | Yes |
| Medical assistance (powered by AXA) | No | Yes | Yes |
| Telemedical assistance (powered by AXA) | No | Yes | Yes |
| Free and flexible rebooking | No | no* | Yes |
| Next flight of Lufthansa Group | No | No | yes4 |
*Rebooking for a fee, where applicable
Doctor Please!
With your Bring me Home complete peace-of-mind package from AXA Partners, you now have round-the-clock access to a German or English-speaking doctor while you are abroad by telephone or via the “Doctor Please!” app.
If you need a doctor, you are only one call or one click away by contacting Doctor Please! Download the app or call +49 221 80247 1869.
A doctor’s appointment can be booked flexibly at any time of day or night by telephone or app, depending on your preference.
This way you do not have to spend your holiday in a waiting room and you will quickly receive an initial assessment or clarification of your medical problem by a qualified physician.
Quick and easy to set up
To use the service, please download the “Doctor Please” app via the App Store or Google Play. We recommend that you do this before your holiday.
You will need an access code to register and you can obtain this via the AXA hotline. Call +49 221 80247 1869 to do so and have your booking confirmation ready.
This is how it works using the app
- Download the application.
- Register and enter the access code.
- Enter your personal details.
- You can request a call back by telephone from a German doctor or a call back by video call from an English-speaking doctor using the easy-to-find menu.
- You will receive an email with the details of your appointment.
- The doctor will then call you back. You do not have to do anything further.
- You will be given access to the consultation notes and prescription afterwards.
This is how it works by telephone
- Call +49 221 80247 1869.
- Select item 1 (Emergency Assistance).
- Decide whether you wish to speak to a German or English-speaking doctor.
- State your access code and ticket number.
- Name a suitable date and time for the consultation.
- Confirmation of the appointment by email or telephone call.
- The doctor will call you at the agreed time.
- The doctor’s report and prescription will be sent to the patient by email, as required.
Please note
The telemedicine service is not an emergency service and does not always replace a personal visit to the doctor.
Frequently Asked Questions
These options are included in our current fares and there is thus no specific surcharge, but have been priced into the airfare. The fares are not more expensive than before.
The insurance cover begins with the valid booking of a Lufthansa Classic or Flex ticket (for flights from or to Germany), Austrian Airlines (for flights from or to Austria) or SWISS (for flights from or to Switzerland), but no earlier than 48 hours before departure.
The insurance cover ends with the conclusion of the trip or at the latest after 90 days from commencement of the trip, as well as if the ticket is cancelled. For the “Bring me Home NOW” option, the rebooking conditions only apply after arrival in the destination country.
The “Bring me Home NOW” option for rebooking an earlier return flight from the holiday location without additional costs is applicable at any time and you can use it flexibly.
A transfer fee as well as a fare surcharge may be incurred in the event of a rebooking as part of the Classic fare.
The Bring Me Home guarantee applies to each flight booking and passenger flying on a “Bring Me Home” fare.
The “Bring me Home” option offers passengers protection in a crisis caused by the coronavirus after arrival in the destination country, including medical support, financial protection and options for carriage back to the country of departure.
Travel cancellation insurance insures passengers against a possible cancellation before commencement of travel.
Travel health insurance insures you for medical treatments during travel.
These products can still be booked by passengers as an optional extra on austrian.com.
When you are abroad, you have the option of using our telemedicine assistance service by calling +49 221 80247 1869 or via video call with the help of the Doctor Please! app.
The “Doctor Please!” The offer is part of the AXA insurance benefits that you receive as part of the Bring me Home complete peace-of-mind package.
You are insured in the following cases:
- The number of coronavirus infections at your destination is increasing and you wish to return to your home country as soon as possible (even without an official travel warning)
- An official travel ban is issued at the destination, e.g. due to an increase in the number of infections.
- You must leave the country.
- You fail the temperature/arrival health check at your destination and must undergo a PCR coronavirus test and remain in quarantine, if required1 (only in connection with the Bring me Home complete peace-of-mind package).
To use the benefits of the Bring me Home complete peace-of-mind package, please contact our partner AXA directly on the following hotline: +49 221 80247 1869. Please have your booking confirmation and your ticket number ready.
The additional benefits of the Bring me Home NOW option can be accessed automatically via our website. You also have the option of automatic rebooking without any additional charges.
The insurance cover applies to Europe within its geographical boundaries.
The benefits described are included compulsorily in your Lufthansa Classic and Flex tickets, so you will not pay any separate fee.
If your ticket is cancelled, you will be automatically excluded from the group insurance contract and the insurance cover will end.
The enhanced fares have been available since 25 June 2020.
The enhanced fares apply to European destinations originating in Germany, Austria and Switzerland that were purchased by 30/09/2020 and for return flights until 31/01/2021.
The basic return flight promise generally applies to Lufthansa, SWISS and Austrian Airlines.
The enhanced fares apply to European destinations originating in Germany, Austria and Switzerland.
Destination countries: Albania, Austria, Bosnia and Herzegovina, Belgium, Bulgaria, Belarus, Switzerland, Cyprus, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, United Kingdom, Greece, Croatia, Hungary, Ireland, Island, Italy, Lithuania, Luxembourg, Latvia, Moldavia, Montenegro, North Macedonia, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Sweden, Slovenia, Slovakia and Ukraine
Any customer who wishes to travel with us can do so with confidence and will be flown back to their country of departure safe and sound in accordance with their booking. At the same time, we would ask our customers to inform themselves about the current entry regulations in force at their destination country on lufthansa.com before booking and commencement of travel, because entry regulations are very fluid at the moment. If any unforeseeable events occur, Lufthansa is always willing to find a solution that is satisfactory to our customers.
The enhanced fares can be booked on the airlines’ websites and the direct sales channels of the Lufthansa Group. They can also be booked by telephone at our service centres.
The “Bring me Home” options cannot be purchased individually or added to an existing booking. However, it is in principle possible to rebook within a fare class if the conditions of the ticket permit this in order then to receive the “Bring me Home” benefits for the new ticket.
The “Bring me Home” options are automatically included with the ticket purchase.
The “Bring me Home” options are included in Austrian Airlines fares and therefore have no specific surcharge, but have been priced into the fare. The fares are not more expensive than before.
The “Bring me Home NOW” Flex fare rebooking option allowing you to book an earlier return flight from your holiday location without additional costs is applicable at any time and can be used flexibly by passengers. A transfer fee as well as a fare surcharge may be incurred in the event of a rebooking as part of the Classic fare.
The Bring me Home options only apply after your arrival at the holiday destination. If you are unable to fly in your home country due to quarantine regulations, the standard rebooking conditions of the Lufthansa Group apply.
In addition to free rebooking of your return flight and the booking guarantee of up to 48 hours before departure, even on an already fully-booked flight, the “Bring me Home NOW” option of the Flex fare also includes travel assistance (medical advice over the telephone) and a telephone consultation with a doctor. Additional hotel costs in the event of quarantine and transport costs are also covered. In addition, AXA will cover the costs of a medical repatriation flight in individual cases.
With the Classic fare, passengers receive all the benefits described except for free rebooking (rebooking fees and fare surcharges may apply) and the right to book a flight 48 hours before departure.
With the “Bring me Home NOW” option, you get a booking guarantee on an Austrian Airlines (OS), SWISS (LX) or Lufthansa (LH) flight up to 48 hours before departure to ensure the fastest possible return flight.
No, the new fares are only valid for new bookings from 25 June 2020 onwards.
Bring me Home offers you protection in a crisis caused by the coronavirus after arrival at your destination country, including medical support, financial protection and options for return carriage to your country of departure.
Travel cancellation insurance products insure you against a possible cancellation before commencement of travel.
Travel health insurance insures you for medical treatments during travel.
You still have the option of booking these products on our websites.
Entry regulations are very fluid at the moment. In your own interests, we therefore recommend you inform yourself comprehensively about the latest status of the regulations in your specific situation on our websites when booking and before commencement of travel.
The Bring me Home options are only valid after arrival in the destination country.
We will shortly be giving you the option of insuring against even unpredictable events that are beyond Lufthansa Group’s control, so that you can get back home quickly and conveniently in an emergency. This was initially only possible for short-haul destinations due to the technical requirements of the fare structure. However, we are currently reviewing the feasibility for long-haul destinations.
No, Lufthansa Group airlines do not carry passengers with a confirmed coronavirus infection or passengers who are in quarantine. As a general rule, passengers with symptoms must report before commencement of travel and our employees are required to exclude passengers with symptoms from the flight.
If a passenger shows symptoms on board, a clear procedure has been implemented for the crew. This includes, among other things, isolating the passenger concerned as far as possible by relocating them on board, hygienic hand disinfection and the use of personal protective equipment by our crew members.
You can download the precise insurance terms and conditions here.
No, the holiday guarantee does not apply in the event of governmental repatriation of all holidaymakers from a country or region. In this case, please contact the appropriate government agency.
The insurance benefits are excluded if a travel warning already exists in an area to which you would like to travel at the commencement of travel.
If a travel warning is only issued after the journey has commenced, insurance cover will continue to apply for seven days after the announcement of the travel warning.
The “Bring me Home” options are offered by Austrian, Lufthansa and SWISS.
In addition to flexible rebooking options, Austrian Airlines is offering a basic return flight promise on all European routes. The return flight promise is valid regardless of the booked fare for all customers. You will be flown home to Germany, Austria or Switzerland by the airlines of the Lufthansa Group.
The Economy Classic fare includes various medical services in cooperation with our partner AXA insurance in connection with the coronavirus.
- Medical Assistance
- Medical Repatriation
- Cover for Covid-19 test costs & costs in connection with quarantine regulations (e.g. hotel costs)
With the Bring me Home NOW option, the Economy Flex fare enables you to travel with total peace of mind. In addition to medical services, various benefits are included, such as the option of booking a flexible return flight during your stay or rebooking the flight onto the next available Lufthansa Group flight. In addition, all the rebooking or fare difference charges for the return flight are waived.
The Business Saver fare includes various medical services in cooperation with our partner AXA insurance in connection with Covid-19.
- Medical Assistance
- Medical Repatriation
- Cover for Covid-19 test costs and costs in connection with quarantine regulations (e.g. hotel costs)
With the Bring me Home NOW option, the Business Flex fare enables you to travel with total peace of mind. In addition to medical services, various benefits are included, such as the option of booking a flexible return flight during your stay or rebooking the flight onto the next available Lufthansa Group flight. In addition, all the rebooking or fare difference charges for the return flight are waived.
There are no discounts for groups or multi-person travel.
Bring me Home is only valid after your arrival at the holiday destination. If you are unable to fly in your home country due to quarantine regulations, the standard rebooking conditions of the Lufthansa Group apply.
Because the new fares have different product features with some services from third-party providers, these cannot be extended to existing bookings automatically.
Because the new fares have different product features with some services from third-party providers, these cannot be extended to existing bookings automatically.
1 In the event of a travel warning or a sustained worsening of the coronavirus situation in a European country, Austrian Airlines will react accordingly, carry out an internal assessment and offer you flexible rebooking options, as well as deploying additional capacity.
2 Booking guarantee: You have a booking guarantee on scheduled flights operated by Lufthansa, Austrian Airlines or SWISS up to 48 hours before departure. These offers are only valid after your arrival at your destination and if a travel warning has been issued, a sustained deterioration of the Covid-19 situation occurs or if the customer feels uneasy due to the local situation.
3 The insurance cover excludes travel to an area where a Federal Foreign Office travel warning is in force at commencement of travel. If a travel warning is issued after the trip has commenced, then the insurance cover shall continue to apply for 7 days after the announcement of this travel warning. Further exclusions for the individual benefits can be found in the information sheet and the insurance terms and conditions.
4 You will be carried on request on the next available Lufthansa Group flight and returned to Germany, Austria or Switzerland.
