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What to do when my flight is cancelled?
What to do when my flight is cancelled?

A general guide on how Yonder can help when you or your airline cancels your flight.

Updated over a month ago

The airline cancelled my flight

We know it can be extremely stressful when your airline cancels your flight, especially when you have places to be.

Here’s a general guide of what to do in case the airline flakes on you and how Qover (our travel insurance intermediary) can help when the ticket was booked on your Yonder card.

Remember that to be eligible for any reimbursements, you will need a written report from the carrier or their handling agents of the number of hours of delay and the reason for the delay.

Airlines have a duty of care to get you from point A to point B. If your airline cancels your flight, they will typically offer to either reschedule you or refund you.

I am being rescheduled

While you wait for your new flight, Qover can reimburse up to £250 of inconvenience expenses such as:

  • Accommodation (room only)

  • Meals

  • Transport to and from the accommodation (or your home)

  • To be eligible, the rescheduled departure must be over 4 hours from the original travel itinerary

  • For all the details, see Section 11 of the Terms & Conditions.

I am getting a refund

If you’ve chosen to receive a refund and there are any differences between the original flight cost and the refund received from the carrier, you may be eligible for reimbursement from Qover.

I am getting a refund but it won't cover the cost of a last minute flight

Being stranded at the airport is extremely stressful when you need to be somewhere. We know that the cost of buying a last minute ticket can be more expensive.

As much as we want to help, Yonder cannot provide definite answers or advice. The following comes from Qover who are our travel insurance intermediary and will look after your claims.

  • If you find yourself in this position, you should first request a refund from the airline for the flight and potential extra compensation depending on the delay, reason and destination.

  • If there is still an amount left to be paid, please hold onto all your receipts, ask for proof of cancellation/delay from your airline and Qover may be able to refund the difference.

Can I be compensated for the disruption from the airline?

You may be eligible to claim compensation for a disrupted flight directly from the airline.

Under UK law, you have important legal rights on many flights to, from or within the UK. The information on this page is only relevant to flights covered by UK law. To be covered, your flight must be either:

  • Departing from an airport in the UK on any airline, or

  • Arriving at an airport in the UK on an EU or UK airline; or

  • Arriving at an airport in the EU on a UK airline.

Refer to the UK Civil Aviation Authority for more information.

I need to cancel my flight

If you need to cancel or rebook your trip that was booked on your Yonder card before departure due to unforeseen circumstances, then you may be eligible to claim under the flight cancellation policy.

Covered reasons for trip cancellation:

  • Injury or illness

  • Death (of you or a travel companion)

  • Personal quarantine

  • Transportation delays (of more than 24 hours on your outward journey)

  • Jury duty

  • Home or business damage

  • Redundancy (job loss)

  • Cancelled leave

  • Transportation delays

  • Car issues

  • Foreign, Commonwealth & Development Office (FCDO) or other authorities advising against all or essential travel to your destination.

Remember to hold onto all your receipts. For all the details, see Section 10 of the Terms & Conditions.

Other FAQs

What happens if my hotel and rental booking is affected by the flight delay or cancellation

If your new flight itinerary affects other parts of your holiday like your accommodation or car rental, as a first step, see if you can rearrange your booking with the provider.
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If you incur any losses, please hold onto your evidence (receipts, proof of cancellation/delay from your airline) and Qover may be able to reimburse you.

What happens to my points?

At point of purchase, if you chose to redeem points, your points will be refunded back to you.

At the point of purchase, if you chose to earn points, the points will be deducted.

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