Information for customers
Travel disruption due to volcanic ash cloud
 
Updated: 24^th May 2011

There is no cover for cancellation of your trip, or any travel delay or missed departure due to the Grimsvötn volcanic eruption in Iceland.

We are currently liaising with our insurers on this matter and if their advice changes, an update will be provided.

Please contact your tour operator, airline or travel agent to confirm whether your flight has been affected

For customers who have not yet travelled

• If you rearrange your trip, we will transfer your insurance to the new dates free of charge.
• If there is a change of destination or duration, you may have to pay extra to cover your new trip.

For customers who are currently stranded abroad

• Your policy will automatically extend to cover you until you are able to return home.
• There is no cover for additional accommodation or transport costs incurred abroad as a result of the volcanic eruption.
• Your airline, tour operator or travel agent may be responsible for some or all of your costs (see below).

The below information is taken form the EU passenger rights website http://ec.europa.eu/transport/passenger-rights/en/03-air.html

Your passenger rights when travelling by air

Cancellation

You are also entitled to identical compensation to that offered when you are denied boarding, unless you were informed of the cancellation at least 14 days before the flight, or you were rerouted close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances. 

In addition the airline must offer you the choice between:

• reimbursement of your ticket within seven days;
• re-routing to your final destination under similar conditions;
• and if necessary, care (phone call, refreshments, food, accommodation, transportation to the accommodation).

Long delays

You are entitled to care by the airline (phone call, refreshments, meal, accommodation, transportation to the place of accommodation) if the delay is:

• two hours or more for flights of 1,500 km or less;
• three hours or more for longer flights within the European Union or for other flights of between 1,500 and 3,500 km;
• four hours or more for flights of over 3,500 km outside the European Union.

If the delay is more than five hours, and you decide not to continue your journey, you are also entitled to have your ticket reimbursed and be flown back to where you originally started your journey.
If you get to your final destination with a delay of three hours or more, you may be entitled to identical compensation to that offered when your flight gets cancelled, unless the airline can prove that the delay was caused by extraordinary circumstances. Additionally, airlines can be held liable for damages resulting from delays.