Life happens. Sometimes you can't take that flight you've been looking forward to due to an emergency. That's where Cancellation Protection steps in, giving you peace of mind when booking your next trip.
Cancellation Protection lets you or anyone in your travel group claim a full refund if you can't use your flight due to an emergency circumstance. While airlines have their own refund policies (and they vary wildly), this protection works the same way regardless of which airline you fly with.
Pay a small percentage of your flight cost as an additional fee, and you're covered if life throws you a curveball.
You can add Cancellation Protection to any flight during checkout, before you confirm your booking. Once your flight is booked, you can't add it later.
Important: Cancellation Protection is provided by Refund Protect, our trusted partner. All claims go directly through them. See terms and conditions here.
With Cancellation Protection, 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:
Need the full details? Check the complete terms and conditions for specific definitions and any exceptions.
If you need to claim a refund, here's what to do:
Can't find your reference number? Contact us and we'll get it for you.
Unlike airline policies that vary dramatically, our protection works consistently across all 600+ airlines we work with.
Pay just a percentage of your flight cost - no hidden fees or surprise charges.
Our Customer Service team is here to help if you need to find your reference number or have questions about your coverage.
Book that trip knowing you're protected if the unexpected happens.
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The cost varies based on your flight price and destination, but it's typically a small percentage of your total booking. You'll see the exact price during checkout before you decide whether to add it.
Think of it as affordable insurance for your trip - much cheaper than losing your entire flight cost if something goes wrong. The fee is a one-time payment that covers your entire booking, including all passengers.
No, you can only add Cancellation Protection during the initial booking process, before you confirm your flight. Once your booking is complete, it's too late to add this protection.
We know it's frustrating when you realise you want it later, but this timing restriction helps keep costs low for everyone. If you're unsure, we'd recommend adding it during checkout for peace of mind.
If Refund Protect rejects your claim, they'll explain exactly why. Most rejections happen because the circumstance doesn't qualify as an emergency under the policy terms, or because required documentation wasn't provided.
You can appeal their decision if you disagree or have additional evidence. While we can't override Refund Protect's decisions (they handle all claims independently), our Customer Service team can help you understand the process or find your reference number.
Once Refund Protect approves your claim, refunds typically process within 10-15 business days. However, the timeline can vary depending on your bank or payment method. Claims processing time depends on how quickly you submit all required documents - incomplete submissions will delay your refund.
We recommend submitting your claim as soon as possible after your emergency circumstance occurs, with all supporting documentation ready.
Cancellation Protection only covers full cancellations - it doesn't cover flight changes, upgrades or rebooking fees. If you need to change your flight dates but can still travel, this protection won't help with those costs. However, if your emergency circumstance means you can't travel at all, you can cancel completely and claim the full refund.
Please contact us if you'd like to make changes to your booking, or alternatively, read our helpful guide on flight changes for more information.
