Air Traffic Control Disruption - Customer Guidance

We understand that the current air traffic control disruption is causing concern for customers who are travelling to or from the UK, with more than 1,000 flights reportedly cancelled or severely delayed and potentially hundreds of thousands of passengers affected.

At Insurewithease.com, we know how frustrating and upsetting significant travel disruption can be. We want to reassure customers that support is available and explain what you should do if your travel plans are affected.

My flight has been delayed or cancelled. What should I do?

Your first point of contact should always be your airline or tour operator.

Airlines are contractually responsible for getting you to your destination and, where they are unable to operate your flight, they are required to provide an alternative flight or a refund.

If you are travelling on a package holiday, your tour operator is also responsible for providing assistance and, where the agreed arrangements cannot be provided, offering suitable alternative arrangements and in some instances compensation.

If you are affected by the current disruption, we recommend that you:

• Contact your airline, tour operator or travel provider as soon as possible.
• Follow the alternative travel arrangements they provide.
• Keep confirmation of your cancellation or delay and the reason for the disruption.
• Keep receipts for any additional expenses you have to pay.

Does my travel insurance cover the current disruption?

Travel delay cover is provided under our gold and platinum travel insurance policies.

The travel delay section provides a fixed benefit for each 12-hour period of delay, subject to the limits and terms of your policy. This is designed to help with additional expenses incurred while you are waiting to travel, such as food and drink.

The current disruption is expected to result in delays that, in many cases, will exceed 12 hours. However, customers should contact their airline or tour operator first, as they remain responsible for providing alternative travel arrangements where they are legally required to do so.

Can I abandon my holiday if I have been delayed for 12 hours?

Our gold and silver policies may provide cover for abandonment after a delay of 12 hours or more, subject to the terms and conditions of your policy.

However, abandonment does not apply simply because your delay has reached 12 hours. It applies where the airline or tour operator has not provided suitable alternative arrangements.

As airlines and tour operators are legally required to provide alternative arrangements where applicable, customers should contact their travel provider and follow the arrangements they offer before deciding to abandon their trip.

What happens if my travel insurance policy expires while I am delayed abroad?

If you are already abroad and cannot complete your trip before your policy expires because of:

• a failure or delay of public transport services; or
• a delay or failure of your return flight to the UK, Channel Islands, Isle of Man or BFPO from your international departure point,

your medical cover will automatically be extended at no additional cost.

You must return on the next available transport. You cannot choose to extend your trip voluntarily.

This automatic extension applies to medical cover only.

I have not travelled yet and want to cancel my policy. What are my options?

Your options depend on when you purchased your policy.

I bought my policy within the last 14 days

You can cancel your policy within the 14-day cooling-off period and receive a full refund, subject to the policy terms.

I bought my policy more than 14 days ago

You have two options:

Move your cover

You can transfer your policy to a new trip within 12 months of the policy being issued.

An additional premium may apply if the circumstances of the new trip change the level of risk, for example if you are travelling to a different destination or for a longer period.

Partial refund

Where the cancellation is outside your control, you can receive a 70% refund. The remaining 30%, together with any applicable administration fee, is retained to cover the cancellation risk already assumed and administration costs.

What should I do if my holiday is cancelled?

If your flight or holiday has been cancelled, contact your airline or travel provider first.

They are responsible for providing an alternative arrangement or refund where required. Do not cancel your holiday independently before speaking to them, as this will affect your ability to recover costs.

If you need to make a travel insurance claim, keep all relevant documentation, including confirmation of the cancellation or delay, the reason for the disruption and receipts for additional expenses.

We are here to help

We understand that disruption on this scale can be particularly stressful for customers who are already abroad and may be facing delays, limited information or difficulties arranging accommodation.

If you have concerns about your travel insurance cover, our customer support team is available to explain your options.

Telephone: 0330 024 9295

Opening Hours: Monday to Friday - 9am to 5pm (excluding bank holidays)

email: [email protected]