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Coronavirus cancellation information
If your trip was cancelled by an airline due to Coronavirus, please see
the following information regarding cancellation, refund policies and processing times
Flight only refunds
As a booking agent for the airlines, your money is sent to the airline after you book. When you request a refund we then need to await the return of monies from the airline before the funds can be returned to you.
- As your airline ticketing agent, we passed the monies you paid us to the airline as soon as your flight was ticketed.
- Refunds due on any flight only bookings are dependent on the airlines’ own refund policy.
- Please ensure you have completed this cancellation form for us to respond to you.
- If we have received the refund from the airline we aim to refund the monies to the original form of payment shortly afterwards. Please understand that some airlines are taking many months to process refunds, but this does vary by airline. We cannot pass the refund to you until we have it from the airline.
- To view individual airline refund policies and the approximate time it is taking to process, please see 'Airline policies' below.
If you are due to travel in July, August or beyond, please do not contact us yet as we are prioritising customers with imminent travel dates.
Virgin Atlantic refund update
We fully understand the frustrations on how long your refund with Virgin Atlantic is taking and we can assure you we are doing everything to speed this up on your behalf.
Unfortunately Virgin Atlantic are taking a considerable amount of time to process refunds and we still do not have a confirmed timescale as to when these will be refunded back to us. As your airline ticketing agent, we have been continuously liaising with Virgin Atlantic in order to speed up the refund process. We can assure you that as soon as we receive the funds back we aim to process back to your original form of payment within 7 days.
You may have seen feedback from customers who were due to travel after March, stating that they have now received a refund, which is due to the fact that some airlines are attending to refunds quicker.
We appreciate that this is an unsettling time, but please be assured we are doing everything we can to speed up your refund as fast as we can. As soon as we get information from Virgin Atlantic and we know more, we will be in touch.
Package holidays, accommodation only and car hire refunds
- Refunds due on any bookings due to depart prior to 16 March 2020 will be prioritised
- Refunds due on any bookings due to depart on or after the 16 March 2020 will be processed on a rolling weekly basis in departure date order, as follows:
| If you were due to depart before the end of | Your refund will be processed from |
|---|---|
| Week ending 10 May 2020 | Week commencing 22 June 2020 |
| Week ending 17 May 2020 | Week commencing 29 June 2020 |
| Week ending 24 May 2020 | Week commencing 06 July 2020 |
| Week ending 31 May 2020 | Week commencing 13 July 2020 |
| Week ending 07 June 2020 | Week commencing 20 July 2020 |
| Week ending 14 June 2020 | Week commencing 27 July 2020 |
| Week ending 21 June 2020 | Week commencing 03 August 2020 |
| Continue on a rolling basis | Continue on a rolling basis |
Airline policies
A summary of the cancellation/refund policies of our major airline partners-
Virgin Atlantic
If your flight was cancelled by the airline it can rebooked onto another flight or refunded (refunds are typically taking 100 days to be logged and processed by Virgin Atlantic).
-
British Airways
If your flight was cancelled by the airline it can rebooked onto another flight or refunded.
-
Emirates
If your flight was cancelled by the airline you will be issued with a voucher. Should you be unable to travel for 12 months from the date the voucher was issued, you will be entitled to a refund or to extend the voucher for another year (please be aware that there are severe delays in refunds due to heavy volumes).
-
Aer Lingus
If your flight was cancelled by the airline you will receive a full credit or you can apply for a refund.
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Air Canada
If your flight was cancelled by the airline you will receive a full credit which can be used towards future travel. The airline is not offering refunds.
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Air China
If your flight was cancelled by the airline, you can apply for a refund
-
Air France
If your flight was cancelled by the airline you can obtain a travel voucher valid for one year. This voucher will be refundable after one year if not used.
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Air New Zealand
If you purchased a non-refundable ticket, it remains non-refundable unless local legislation requires a refund to be made available.
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Air Transat
If your flight was cancelled by the airline you can obtain a travel voucher (refunds are not available as cancellations are the result of exceptional circumstances).
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Alitalia
If your flight was cancelled by the airline it can rebooked onto another flight or refunded.
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American Airlines
If your flight was cancelled by the airline it can rebooked onto another flight or refunded.
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Bangkok Airways
All flights between 7 - 30th Apr 2020 have been cancelled, passengers can request a full refund if affected.
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Cathay Pacific
If your flight was cancelled by the airline it can rebooked onto another flight or refunded
-
Delta Air Lines
If your flight was cancelled by the airline you can rebook/get an eCredit for future travel and, in some instances, you may be entitled to request a refund.
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Etihad
If your flight was cancelled by the airline it can rebooked onto another flight or refunded (subject to conditions).
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EVA Air
If your flight was cancelled by the airline it can rebooked onto another flight or refunded.
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Finnair
If your flight was cancelled by the airline you can rebook, choose a gift voucher or a refund (average refund handling time by the airline is approximately 8 weeks).
-
Gulf Air
If your flight was cancelled by the airline you can request a refund, or choose a voucher.
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Icelandair
If your flight was cancelled by the airline a voucher will be issued for the value of the unused ticket.
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Kenya Airways
If your flight was cancelled by the airline you can request a refund in the form of a voucher.
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KLM
If your flight was cancelled by the airline you can obtain a travel voucher valid for one year. This voucher will be refundable after one year if not used.
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Kuwait Airways
If your flight was cancelled by the airline, you may apply for a refund.
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Lufthansa
If your flight was cancelled by the airline, you may keep your ticket and rebook or apply for a refund.
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Malaysia Airlines
If your flight was cancelled by the airline you can request a voucher for future travel.
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Norwegian
If your flight was cancelled by the airline you can request a refund of your unused ticket, or choose CashPoints that can be used for your next trip.
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Qantas
Flights impacted by Coronavirus related travel restrictions can be cancelled and replaced by a travel voucher, or refunded.
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Qatar Airways
If your flight was cancelled by the airline you can request a refund, or choose a voucher that can be used for your next trip.
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Singapore Airlines
If your flight was cancelled by the airline you can keep the value of your ticket as flight credits or request a refund.
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SriLankan Airlines
If your flight was cancelled by the airline you can change your travel free of charge, or you can submit a refund request (applicable fare rules apply).
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TAP
If your flight was cancelled by the airline a voucher will be issued for the value of the unused ticket.
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Thai Airways
If your flight was cancelled by the airline you can change your ticket or request a refund.
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Turkish Airlines
If your flight was cancelled by the airline you can change your ticket or request a refund (please be aware that there are delays in refunds due to heavy volumes).
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Vietnam Airlines
In the event of cancelled flights departing from UK or EU or cancelled connecting flights, the affected tickets are refundable while refund restrictions are waived.
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Westjet
If your flight was cancelled by the airline you can request a refund, or choose a voucher. Refunds can only be submitted approximately 2 months after the flight date. The estimated refund date would be 4-6 weeks later.
-
United Airlines
If your flight was cancelled by the airline/due to government mandates you can request a refund, or choose a voucher.
Click here to complete the Amendment/cancellation enquiry form
For questions relating to amendments/cancellations/refunds please look at our coronavirus FAQs.
Please see full travel advice from The Foreign and Commonwealth Office (FCO) here.
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