What is FlexLane?
With FlexLane, if you cancel an otherwise non-refundable fare, you get most of the travel price back – without giving a reason.
You book a low-cost fare (e.g. an Economy Basic ticket or a Super Sparpreis rail fare) and can still cancel the booking.
Which bookings does FlexLane apply to?
Whether and for which bookings FlexLane applies is defined by your organisation. If FlexLane is active for a booking, it is applied automatically – you don't need to add anything separately. The FlexLane marker shows you that a fare is covered.
Depending on your organisation’s settings, you can opt out of FlexLane per booking at checkout – for example if you don’t need it for a particular trip. If this option is not enabled, FlexLane is applied automatically and cannot be removed.
FlexLane can only be applied to a booking up to 48 hours before travel starts. For shorter-notice bookings it is not available.
Cancelling a booking with FlexLane
You cancel a booking with FlexLane as usual – the process is no different from a regular cancellation. As soon as you cancel, we initiate the refund automatically. You don't need to do anything further.
Cancellation with a refund via FlexLane is possible up to 24 hours before travel starts. After that, the booking can no longer be cancelled via FlexLane.
More details
For more information on FlexLane – such as the exact terms and refund amounts – please contact your point of contact in the Implementation or Account Management team.
Frequently asked questions
Do I have to give a reason for cancelling? No. With FlexLane you can cancel for any reason, without giving a reason and without proof.
Why don't I see FlexLane on some fares? FlexLane only applies to non-refundable fares, and only if your organisation has activated it for the booking in question. It is not offered on fares that are already refundable.
Can I add FlexLane to a booking afterwards? No. FlexLane is applied automatically at the time of booking, provided it is active for the booking. It cannot be added afterwards.
Does FlexLane also apply to bookings made via the Concierge Service? No. Bookings made via the Concierge Service are not covered by FlexLane.
How do we receive the refund?
Refunds are processed as usual – either as a payout or offset against your account, depending on your organisation’s billing model.
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