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Delays and cancellations


We realise that flight delays and cancellations are incredibly frustrating and can have a big impact on your travel plans and we’re really sorry when this happens. We do all we can to minimise disruption and keep our flights on time but there are times when things don’t go to plan and when that happens we will always try to provide you with reasonable care and assistance. We’ll keep you up to date with real time information via our mobile app, flight tracker, sms and email.


We’ll always try to get you away as soon as we can, but if you’re delayed more than 3 hours, we’ll provide you with refreshment vouchers while you wait. If you’re delayed overnight we’ll find a hotel for you and provide transfers and make sure your meals are covered. In the unfortunate event that your flight is cancelled we’ll get you onto the next available flight or if you’d prefer we’ll give you a full refund. When the delay is our fault we’ll also pay you EC261 compensation to cover additional expenses such as car parking or ongoing travel. However if the cause is beyond our control - bad weather, Air Traffic Control strikes or an airport/airspace issue as examples - then you won’t be entitled to this additional compensation but you should check with your travel insurer to confirm they will cover these costs.

Important points to remember:

  • When we’ve not been able to provide you with assistance directly we’ll always reimburse reasonable equivalent expenses – sometimes if multiple flights are cancelled and hotel rooms are not available at the volume we require, it may be easier and quicker for you to book your own requirements. We will do all we can to reimburse your claim quickly.

  • When we have made assistance, such as hotel accommodation, available to you on line or at the airport and you choose not to accept it and make your own arrangements we won’t be able to reimburse your expense claim.

Now here’s the detail:


This section explains what happens in different situations and when you can claim for expenses in each scenario.

What happens when your flight is delayed

What happens when your flight is diverted

What happens if your flight is cancelled

How to claim for expenses

How to claim compensation

Disruption and delays
0m56s

Watch this short video with information about what to do if your flight is delayed or cancelled.  Get up to date flight information via our Flight Tracker or mobile app.




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