Responding to the coronavirus

Find out how we are continuing our service for travellers and supporting merchant partners here.

Continuing service during the COVID-19 pandemic


To our valued customers and partners,

We would first like to express our sympathy and support for you during this challenging time. We hope that you and your families are keeping safe and well.

The wellbeing of our community is of the utmost importance to us and we are closely following advice from local governments, in order to do our part in mitigating the spread of COVID-19.

In light of this, some of you may have questions about our service and how it will continue during this difficult time.

If you are a traveller awaiting or applying for a VAT refund:
 

Many of our refund points and VIP lounges are closed in response to local government and airport guidelines.

In this instance, you can mail back your customs validated Tax Free Form to us for a refund and we will continue to process and refund all Tax Free Forms received as usual.

If you have any other questions, you can email our customer service team here

If you are a merchant partner:
 

We will continue to deliver the best service possible during this difficult time, and have various measures in place:
 

  • Commercial support teams are operating and are available by phone or email. Key updates to the team will be communicated by your local representative
  • Technical support will continue and our team will be available by phone or email if you experience any issues
  • Local teams have put in place special measures to ensure continuity, please do not hesitate to contact your local representative for more information


We will do our best to quickly meet your every request, however during this period there may be some delays in our usual response time; thank you for your co-operation, understanding and patience with this.

Above all, please be assured that we will be here to support you however we can throughout this crisis and in the recovery beyond.

Stay safe and take care of each other,

Your team at Global Blue


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