When an airline cancels a flight you are entitled to certain refunds and compensation from the airline.
We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations that you first directly approach your airline, tour operator or packaged holiday organiser.
If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.
Please be aware that our claims team is currently handling a large volume of calls and cases and we would appreciate your patience as there may be a delay in responding to calls or claims submitted.
Our 24-hour medical emergency helpline remains open and operating as normal, but we would politely remind customers that this line should only be used for medical emergencies when travelling.
Q. I’M CURRENTLY OVERSEAS AND MY SCHEDULED RETURN FLIGHT HAS BEEN CANCELLED. CAN YOU EXTEND MY COVER?
We can extend your cover for an initial period of 72 hours, but this only applies if you accept the first return flight that you are offered. Please also be aware that an additional premium may be payable. Should you find that you need to extend your cover for more than 72 hours please contact our team on 0330 041 2880 as soon as possible.
Q. I HAVE ADDITIONAL ACCOMMODATION AND TRAVEL EXPENSES DUE TO MY FLIGHT BEING CANCELLED. WHO SHOULD I CLAIM THIS BACK FROM?
If you wish to claim for any additional expenses that you have incurred because you are stranded overseas due to your flight being cancelled, in the first instance you must contact your airline, tour operator or other carrier to obtain compensation to cover these additional costs.
This is covered by the EU Regulation No. 261/2004 and more information on it can be found at: https://www.legislation.gov.uk/eur/2004/261/contents.
If you paid for your trip by credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.
More information about consumer rights can be found by visiting the Citizens Advice Bureau website or the Foreign, Commonwealth and Development Office (FCDO): https://www.gov.uk/foreign-travel-advice.