Following the news that numerous easyJet and Tui flights have been cancelled, we would like to clarify what steps are available to policyholders.
Due to this news, we are experiencing a high volume of calls and our lines may go down intermittently.
In the first instance, PLEASE CONTACT the airline
You can find information on switching to another flight, obtaining a voucher or a full refund by visiting their websites, here
If you have booked with an ATOL holder (package holiday)
If you have booked flights or a trip which includes flights with a travel firm that holds an ATOL (Air Travel Organisers Licence) and received confirmation that you are ATOL protected, the travel firm is responsible for your flight arrangements and must either make alternative flights available for you so that your trip can continue or provide a full refund. If you are abroad, it should make arrangements to bring you home at the end of your trip. We suggest you contact the ATOL travel firm for more information on this.
Direct booking with the airline
If you booked directly using a credit card and require a refund you may be protected under Section 75 of the Credit Consumer Act 1974 and therefore you should contact your card issuer to find out how to get a refund. If you paid by debit or charge card you may be able to make a claim under the Charge Back rules of your card provider so we recommend contacting them.
If you booked through an Airline Ticket Agent
If you booked your ticket through an airline ticket agent, you should speak to the agent in the first instance.