Air Traffic Control Disruption - Customer Guidance

We understand that the ongoing air traffic control disruption is causing concern for customers travelling to or from the UK, with more than 1,000 flights reportedly cancelled or significantly delayed and potentially hundreds of thousands of passengers affected.

At Total Travel Protection, we recognise how frustrating and distressing major travel disruption can be. We want to reassure customers that help is available and provide clear guidance on what to do if your travel arrangements are affected.

My flight has been delayed or cancelled. What should I do?

Your airline or tour operator should always be your first point of contact.

Airlines have a contractual responsibility to get you to your destination and, if they are unable to operate your flight, they are required to provide an alternative flight or a refund.

If you are travelling as part of a package holiday, your tour operator is also responsible for providing assistance and, where the agreed arrangements cannot be provided, offering suitable alternative arrangements and, in some circumstances, compensation.

If you are affected by the current disruption, we recommend that you:

Contact your airline, tour operator or travel provider as soon as you can.
Follow any alternative travel arrangements they provide.
Keep confirmation of your cancellation or delay, together with the reason for the disruption.
Keep receipts for any additional expenses you are required to pay.

Does my travel insurance cover the current disruption?

Travel delay cover is available under our gold and platinum travel insurance policies.

The travel delay section provides a fixed benefit for each 12-hour period of delay, subject to the limits and terms of your policy. This is intended to help towards additional expenses incurred while you are waiting to travel, such as food and drink.

The current disruption is expected to cause delays that, in many cases, will last longer than 12 hours. However, customers should contact their airline or tour operator first, as they remain responsible for providing alternative travel arrangements where they are legally required to do so.

Can I abandon my holiday if I have been delayed for 12 hours?

Our gold and platinum policies may provide cover for abandonment following a delay of 12 hours or more, subject to the terms and conditions of your policy.

However, reaching a 12-hour delay does not, by itself, mean that abandonment cover applies. It applies where the airline or tour operator has not provided suitable alternative arrangements.

As airlines and tour operators are legally required to provide alternative arrangements where applicable, customers should speak to their travel provider and follow the arrangements they offer before making a decision to abandon their trip.

What happens if my travel insurance policy expires while I am delayed abroad?

If you are already abroad and are unable to complete your trip before your policy expires because of:

a failure or delay of public transport services; or
a delay or failure of your return flight to the UK, Channel Islands, Isle of Man or BFPO from your international departure point,

your medical cover will be automatically extended at no additional cost.

You must return using the next available transport. You cannot voluntarily choose to extend your trip.

This automatic extension applies to medical cover only.

I have not travelled yet and want to cancel my policy. What are my options?

Your available options depend on when you purchased your policy.

I bought my policy within the last 14 days

You can cancel your policy during the 14-day cooling-off period and receive a full refund, subject to the policy terms.

I bought my policy more than 14 days ago

You have two options:

Move your cover

You can transfer your policy to a new trip within 12 months of the policy being issued.

An additional premium may be payable if the circumstances of the new trip change the level of risk, for example, if you are travelling to a different destination or for a longer period.

Partial refund

Where the cancellation is outside your control, you can receive a 70% refund. The remaining 30%, together with any applicable administration fee, is retained to cover the cancellation risk already assumed and administration costs.

What should I do if my holiday is cancelled?

If your flight or holiday has been cancelled, speak to your airline or travel provider first.

They are responsible for providing an alternative arrangement or refund where required. Do not independently cancel your holiday before speaking to them, as doing so will affect your ability to recover costs.

If you need to make a travel insurance claim, retain all relevant documentation, including confirmation of the cancellation or delay, the reason for the disruption and receipts for any additional expenses.

We are here to help

We appreciate that disruption on this scale can be particularly stressful for customers who are already abroad and may be experiencing delays, limited information or difficulties arranging accommodation.

If you have questions or concerns about your travel insurance cover, our customer support team is available to explain the options available to you.

Customer Support: +44 (0)330 162 8683

Monday to Friday: 9am to 7pm
Saturday, Sunday and bank holidays: 9am to 5.30pm GMT

We will continue to monitor the situation and provide further updates if the support available to customers changes.