What is 'an emergency circumstance'?
With Refund Protect, you'll be entitled to a full refund if you can't attend your flight due to an emergency circumstance.
Here's a list of circumstances that are considered an emergency circumstance by Refund Protect:
- Adverse weather
- Armed forces & emergency services recall
- Changes to examination dates
- Court summons
- Death (of you or an immediate family member)
- Government travel ban
- Home emergency (burglary, fire, malicious damage or a flood)
- Illness/injury (to you or an immediate family member)
- Jury service
- Mechanical breakdown (within 24 hours prior to the flight)
- Pre-existing medical condition (that would ordinarily not prevent you from flying)
- Pregnancy complication
- Public transport failure
- Relocated for work
- Scheduled airline failure
- Theft of ticket(s) (within 24 hours prior to the flight)
See the terms & conditions for a full breakdown of what is considered an emergency circumstance.
When am I offered refund protect?
Refund Protect is offered to anyone purchasing a non-refundable, non-changeable flight at the time of booking. Refund Protect isn't available to purchase if the flight is changeable or refundable.
The price of Refund Protect is 8% of the total cost of your booking if under £800 or 6% of the total cost of your booking if over £800.
How can I claim a refund?
If you've purchased Refund Protect and need to make a claim for a refund, visit the customer claim website:
To claim a refund, you'll need your unique reference number, which can be found on your e-ticket under the 'Cancellation Protection' section, along with a link to the customer claim website (as above).
If you can't find your Refund Protect reference number, contact us and we'll be able to provide you with it.