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 promiseBring Me Home worry-freeBring Me Home NOW worry-free

Included in the fares

Economy LightEconomy Classic/Business SaverEconomy Flex/Business Flex
Return flight promiseYesYesYes
Holiday guarantee (powered by AXA)NoYesYes
Medical return (powered by AXA)NoYesYes
Medical assistance (powered by AXA)NoYesYes
Telemedical assistance (powered by AXA)NoYesYes
Free and flexible rebookingNono*Yes
Next flight of Lufthansa GroupNoNoyes4

*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

  1. Download the application.
  2. Register and enter the access code.
  3. Enter your personal details.
  4. 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.
  5. You will receive an email with the details of your appointment.
  6. The doctor will then call you back. You do not have to do anything further.
  7. You will be given access to the consultation notes and prescription afterwards.

This is how it works by telephone

  1. Call +49 221 80247 1869.
  2. Select item 1 (Emergency Assistance).
  3. Decide whether you wish to speak to a German or English-speaking doctor.
  4. State your access code and ticket number.
  5. Name a suitable date and time for the consultation.
  6. Confirmation of the appointment by email or telephone call.
  7. The doctor will call you at the agreed time.
  8. 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

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.