Airline passenger news and views

Check your policy, and speak to your insurer to understand what your individual policy covers you for in this situation. There is a very wide range of travel insurance in the market and the closure of UK airspace for over five days is completely unprecedented.

Although a volcanic eruption is not a specific insured event, covered in policies, depending on how comprehensive the cover is and the terms and conditions, delay and abandonment may be covered by your insurer. Where this event is not specifically covered by your insurer some are offering ex-gratia payments for customers stranded abroad.

There is no ‘Act of God’ exclusion in insurance policies. The term ‘Act of God’ is a legal defence on the grounds that damage for which you are held liable was caused by circumstances beyond your control. Insurance policies do not contain such exclusions. The policy will set out what is insured and what the main exclusions are. If loss occurs from an event covered, then the insurer will pay out, in accordance with the terms and conditions.

If your flight is cancelled, most airlines will offer you either a full refund or an alternative flight. You can find more information on the Air Transport Users’ Council website: www.auc.org.uk

If you accept an alternative flight at a later date, most travel insurers will amend your policy to cover your new travel arrangements and dates, typically up to three months after the original dates. Customers should contact their travel insurance provider to arrange this.

If your flight is cancelled and you do not travel, most travel insurers will refund your premium if you took out a single trip policy.

Insurance only covers unknown events that happen after the policy is taken out so customers taking out travel insurance from today onwards will not be covered for this event. This underlines the importance of purchasing insurance close to when booking your trip, not just before the departure date.

Deciding that you no longer wish to travel as opposed to being unable to travel will not be covered by your travel insurance policy.

Please keep trying, we appreciate the difficulties you may be facing. Many insurers have laid on extra staff to help deal with this situation. Insurance companies are experiencing extremely high volumes of calls at present. Your call will be answered but they are placing a priority on medical emergencies you would expect. It does not assist your claim to use your insurer’s medical emergency numbers. It is important these lines are kept clear for genuine medical emergencies.

Your airline or tour operator may provide hotel accommodation so check with them in the first instance. Some insurance policies will cover for delay at your destination. This is typically a set amount per day up to a maximum of 36 hours and while this payment could help pay towards the cost of hotel accommodation there is no cover specially to pay for the full cost.

You must speak to your insurer before you incur any costs for which you may claim.

Your insurance company will automatically extend the cover until you arrive back in the UK up to a period typically of one month.

In the first instance complain to your insurance company. If your complaint is not resolved to your satisfaction then you have the right to complain to the Financial Ombudsman Service.

The following websites should be able to provide you with the latest information on travel issues connected with this incident:

Air Transport Users Council - www.auc.org.uk
Association of British Travel Agents - www.abta.com/home
Foreign & Commonwealth office - www.fco.gov.uk
Civil Aviation Authority - www.caa.co.uk