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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 in the last 15 minutes

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 due to one of the covered reasons

  • For all the details, see Section 11 of the T&Cs.

I am getting a refund

If your airline cancels your flight and offers you a refund, that is between you and the airline. Qover’s travel insurance doesn’t cover this scenario. For any support with your refund, contact your airline directly.

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 if the following conditions are met:

    • It relates to your outbound journey

    • The airline cannot offer an alternative flight within 24 hours, and

    • The cancellation or delay is due to a covered reason (e.g. strike or industrial action, adverse weather conditions, or mechanical/technical fault with the aircraft)

What are my legal air passenger rights?

If your flight is disrupted - meaning it has been cancelled, significantly delayed or overbooked - you may have legal rights to compensation directly from your airline.

Please note that this is completely separate from your Qover travel insurance and any claims must be made directly with your airline. Qover cannot assist with these.

Under UK regulations, your rights depend on:

  • Where your flights departs from

  • Where it arrives

  • The airline operating the flight

  • The reason for disruption

For full details, please refer to your local aviation authority:

Depending on your situation, your Qover travel insurance may be able to provide some coverage.

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 T&Cs.

What happens to my hotel or car rental booking if my flight is delayed or cancelled?

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.

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 if the delay of your departure has been caused by a covered reason and up to the limit of your policy.

Please check the T&Cs for the full list of eligibility and restrictions on your coverage.

What flight disruption reasons are covered under my travel insurance?

Not all flight disruptions are covered by Qover. Your travel insurance may apply in the following situations:

Cancellation or curtailment of your trip (Section 10) if caused by:

  • Your flight being delayed by more than 24 hours due to strike, industrial action, adverse weather, or mechanical breakdown

Note:

  • Cancellation is when you have to cancel your trip before it starts — for example, you can't travel at all due to one of the covered reasons.

  • Curtailment is when you've already started your trip but have to cut it short and return home early due to one of the covered reasons.

Travel delay (Section 11) if your departure is delayed by at least 4 hours due to:

  • Industrial action

  • Adverse weather conditions

  • Mechanical breakdown or technical fault of your carrier

Missed departure (Section 11) if you miss your flight due to:

  • Failure of another carrier

  • An accident or breakdown of the vehicle you're travelling in

  • Strike, industrial action, or adverse weather

Please check the T&Cs for the full list of eligibility and restrictions on your coverage.

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