Overview
Blue Panorama Airlines, an Italian low-cost and charter carrier operating as Blu-express and Luke Air, ceased operations in October 2021 due to financial difficulties caused by the COVID-19 pandemic. The information below is based on the airline’s policies prior to its suspension, as outlined in its Contract of Carriage and applicable regulations, including EU Regulation 261/2004 for flights departing from or arriving in the EU. Outcomes for missed flights depended on fare type (Economy, Business), ticket conditions, and the reason for missing the flight. Since the airline is no longer operating, passengers with unresolved claims should seek assistance through third-party services or legal channels.
Missed Flight Due to Passenger’s Responsibility
If you missed a flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following applied:
- Non-Refundable Tickets (e.g., Blu-express Economy): If marked as a no-show, the ticket value was forfeited, and the entire itinerary, including onward and return flights, was canceled. No credit was issued unless canceled before departure. Taxes and fees could be refunded if requested within one year of ticket issuance. Rebooking incurred a no-show fee, depending on fare rules.
- Flexible Fares (e.g., Business, Executive Blue): Notifying Blue Panorama before departure allowed rebooking for a fee plus any fare difference. Standby for the next available flight could be requested shortly after departure, subject to availability and fees. Business Class passengers or frequent flyers might have had fees waived.
- No-Show Policy: A no-show without prior notification resulted in ticket forfeiture. Rebooking after a no-show required a penalty plus fare differences. Notifying the airline before departure could avoid no-show penalties and allow ticket value reuse, subject to restrictions.
- 24-Hour Cancellation Policy: For tickets purchased directly from Blue Panorama, cancellation within 24 hours of booking allowed a full refund if booked at least seven days before departure, even for non-refunded tickets. This applied to flights to and from the U.S. under U.S. Department of Transportation rules.
- Name Change Issues: Blue Panorama had a strict policy requiring names on tickets to match passport details exactly, including middle names. Failure to comply often resulted in significant fees to correct or reissue tickets, or passengers were denied boarding and required to purchase new tickets at full price.
Note: Blue Panorama recommended arriving two hours before domestic flights and three hours before international flights. Online check-in was available from 15 days to two hours before departure for domestic and select international flights. Airport check-in closed 35 minutes before domestic flights and 45 minutes before international flights. Gates closed 15 minutes prior to departure. Failure to meet these deadlines resulted in a no-show status. The airline’s name change policy was notably strict, often leading to additional costs for passengers.
Missed Connecting Flight Due to Airline Delays
If you missed a connecting flight due to a delay or cancellation of a Blue Panorama-operated flight within the same booking, the airline would assist as follows:
- Rebooking: Blue Panorama would rebook you on the next available Blue Panorama or codeshare partner flight (e.g., Albawings) in the same travel class at no extra cost. If no flights were available, the airline might arrange alternative transport or accommodations for overnight delays due to controllable reasons.
- Right to Care: For delays within Blue Panorama’s control lasting two hours or more, the airline provided meals, refreshments, and access to communication (e.g., two phone calls or emails). For overnight delays, hotel accommodations and airport transfers were offered where available. Assistance was not guaranteed for delays beyond the airline’s control, such as weather or air traffic control issues.
- Compensation: For EU-regulated flights delayed three hours or more at the final destination due to reasons within Blue Panorama’s control, passengers were eligible for compensation under EU Regulation 261/2004, ranging from €250 for flights up to 1,500 km, €400 for flights between 1,500 and 3,500 km, to €600 for flights over 3,500 km. Compensation was not available for extraordinary circumstances, such as weather or strikes. For non-EU flights, Blue Panorama might offer vouchers as a goodwill gesture, but cash compensation was not required.
- Refund Option: If a delay or cancellation made travel undesirable, passengers could request a full refund for the unused portion of the ticket, including taxes and fees, even for non-refunded tickets. Refunds were processed within seven days for credit card purchases and up to 20 days for other methods. If a flight was canceled due to COVID-19, passengers received vouchers valid for one year, convertible to a refund if unused.
Note: Blue Panorama operated point-to-point flights with limited codeshare agreements. If a connecting flight was on a separate ticket or with a non-partner airline, Blue Panorama was not responsible for missed connections. Retain all receipts and documents for claims, especially since the airline’s suspension complicates direct recourse.
Steps to Take if You Missed a Flight
If you missed a Blue Panorama Airlines flight, the following steps applied:
- Contact Blue Panorama Immediately: Visit an airport ticket counter or gate agent or contact the Blue Panorama Customer Service Center. If booked through a travel agency, contact the agency directly. Since the airline is no longer operating, pursue claims through third-party services like AirHelp or Flycare.
- Provide Booking Details: Have your booking reference, e-ticket number, or last name ready, available in your confirmation email or booking records.
- Explore Options: For non-refunded tickets, rebooking required purchasing a new ticket at the current fare. For flexible fares, rebooking or cancellation was possible with fees via the Manage Booking section on the airline’s website. Refunds for taxes and fees or within the 24-hour cancellation window could be requested. For delays within Blue Panorama’s control, request meals, accommodations, or compensation. For name mismatches, expect additional fees to correct tickets.
- Submit a Claim (if applicable): For delays or cancellations within Blue Panorama’s control, file a claim with booking details, boarding passes, and receipts. For EU-regulated flights, claims could be submitted within three years. Since the airline is defunct, third-party services like AirHelp, ClaimFlights, or Flycare can assist with claims against liquidators or insurers.
Additional Information
Blue Panorama’s policies varied by fare type and booking channel. The airline’s strict name change policy drew criticism for charging high fees for minor discrepancies, often due to limitations in its online booking system. Since Blue Panorama ceased operations in October 2021 and was liquidated in late 2022, passengers with unresolved issues should contact third-party claim services or legal advisors. Check the Contract of Carriage for historical policy details. For passengers with vouchers from COVID-19 cancellations, refunds may be pursued through the liquidator or booking agency. If you had checked luggage, coordination with the airline was critical to avoid complications.
