Flight delays and cancellations can quickly turn a relaxing holiday into a headache. But the good news is that you might be able to get some of your money back.
Here’s a simple guide to some of the ways you can claim a refund or compensation for travel disruption.
Can you get money back for cancelled or delayed flights?
In some cases, your airline or travel company might offer compensation – this is an extra payment to make up for the inconvenience caused.
You might also be able to get a refund or partial refund from them or your bank. A refund means getting back all or some of the money you paid for your trip or flight.
You might be able to claim a refund or compensation if:
- your flight was delayed long enough to qualify
- your flight was cancelled at short notice
- the disruption was within the airline's control
The amount you can get back usually depends on things like the length of the delay and the distance of the flight.
The quickest way to find out what you’re owed is to contact the airline first. If they can’t resolve it for you, you can then explore other options like a card provider claim or checking your travel insurance.
Is your holiday ATOL protected?
A good first step is to check whether your holiday is ATOL protected.
Air Travel Organiser's Licence (ATOL) is a protection scheme that covers most package holidays sold by UK travel companies. You'll usually get an ATOL Certificate when you book which explains what's protected.
If you’ve booked an ATOL-protected holiday and your provider stops trading or cancels the trip, you should be able to get a refund.
Before making a claim, check your booking documents and ATOL Certificate to see what cover you have.
Is your flight EU/UK regulated?
Getting your money back after disruption usually depends on:
- where your flight departed from
- where it arrived
- which airline you flew with
Flights leaving a UK or EU airport
Your flight might be covered by UK or EU passenger rights rules if it departed from a UK or EU airport, regardless of the airline.
This means you could get a refund if your flight is significantly delayed or cancelled. Whether that's because of an issue with the airline or something outside their control, like bad weather.
UK or EU airline flights arriving at a UK/EU airport
You might also be protected if you flew with a UK or EU airline into a UK or EU airport from another country.
But getting a refund isn't automatic, it depends on lots of different reasons. And airlines don't usually have to pay compensation for things out of their control like severe weather or air traffic control issues.
How do you claim a refund from your credit card provider?
If you've paid for flights or a holiday using a credit card, you might have extra protection. Here’s what to do if you want to claim:
1. Contact the airline or travel company
Start by reaching out to the airline or company you booked with. They might be able to offer you a refund, rebooking or some compensation.
Keep copies of emails, receipts, booking confirmations and any responses you get.
2. Choose your claim type
Your card provider might have different ways to make a claim.
Depending on the situation, you might be able to make a claim under Section 75 protection. This is when your credit card lender is jointly responsible with the airline or travel company if there’s an issue.
Your card provider can explain what you can do next.
3. Submit the claim
You’ll then need to give all the information your card provider asks for, like:
- booking confirmations
- proof of payment
- details of the cancellation or delay
- evidence of any refund request you've already made
How do you claim a refund from your debit or prepaid card provider?
If you paid using a debit or prepaid card, you might still be able to request a refund through your card provider.
1. Contact your card provider
Get in touch as soon as possible and explain what happened.
They'll let you know whether you can make a chargeback claim. This is when they refund you and claim the payment back from the seller.
2. Check time limits
It’s likely you’ll need to make a claim within a set timeframe. This is generally around 120 days from the date you know your holiday or service won't be provided.
So, it's worth checking the deadlines early so you don't miss your window to claim.
3. Submit the claim
Gather any documents that support your claim, like:
- booking confirmations
- receipts
- cancellation notices
- communications with the airline or travel company
Your card provider might ask you to complete some claim forms for extra information.
Make sure you submit everything correctly and keep copies for your records.
Is travel disruption cover part of your travel insurance policy?
What's covered can vary between policies, so it's important to check your policy book carefully.
Some travel insurance policies include cover for:
- travel disruption
- delayed departures
- missed departures
- trip cancellations
Got travel insurance with us?
We offer Enhanced Travel Disruption cover as an optional extra. It could cover connecting flights and delays of six hours or more.
Just remember, policy limits and exclusions always apply. You can check and manage your policy anytime in the travel portal to see what cover you have.
