Dealing with changes to your travel plans

For general information about travel insurance during coronavirus, where to see the latest government advice, and answers to other questions, visit our coronavirus travel page which has all the up-to-date guidance you’ll need.

Guide to coronavirus and your travel cover


Making a claim

Our step-by-step guides will help you to understand your options if your travel plans have changed.

If your travel provider cancelled your travel plans

If your provider has cancelled your travel plans they may be legally required to offer you a refund.

If you decide to cancel your trip

You’ll first need to speak to your provider to see how they can help. If they won't, find out if you can claim.

If your travel provider has gone into administration

The first thing to do is get confirmation that your trip has been cancelled.


Taking a travel voucher instead of a refund

If your travel provider has cancelled your trip, in most cases they’re legally required to offer you a refund.

However, to ease the pressure on themselves, many providers are offering travel vouchers or credit instead.

It’s your decision whether to take this or not. Ask yourself if you’re likely to travel with the company again. Or if they’ll still be in business when you come to rebook.

If you take a travel voucher in the first instance, you can still ask for a refund.

Note:

If you're offered a Travel Voucher or credit note, you won't be able to claim through your travel insurance.


Preparing to travel

I’ve only paid a deposit for my trip – should I pay the balance?

Things are changing almost every day, so we can’t say how things will pan out. Only you can decide whether to pay for the rest of your trip or not.

If you don’t pay the balance, you probably won’t get your deposit back. But your deposit is all you’ll lose. Because it is your decision to cancel at this stage, then it’s unlikely that you’ll get your deposit back.

For more information, including the reasons why you could be eligible for a refund, visit our page on claiming if you decide to cancel.

Claiming if you decide to cancel

If you pay the balance and travel, neither you nor the travel provider loses out if the government lifts travel limits and your trip goes ahead as planned. However, if your holiday isn’t as expected due to restrictions when you get there, it’s unlikely you’ll be able to make a claim for compensation.

If you pay the balance but don’t travel, it may depend on why you weren’t able to travel when it comes to seeking a refund or compensation. 

If you make a travel insurance claim at the end of the process, you will be covered in full – less any excess and recoverable costs.

If you have used your credit card, Section 75 of the Consumer Credit Act provides cover, when things go wrong, for goods and services costing between £100 and £30,000, even if you only paid for part of the total cost with your credit card.

What if I travel and my holiday isn’t as described when I get there?

It’s important that you check the situation at the destination you are travelling to. For example, some beaches or certain hotel facilities may be closed, and you may not be able to make a claim if this happens. So, you should be comfortable with this before you travel.

Speak to your travel provider and do some research online before deciding to go ahead.


When you get home

Can I claim if I need to quarantine when I arrive back?

There’s no cover if you decide not to travel because you will need to quarantine when you get back. Your travel provider may be flexible with their policy and refund or rebook your trip. So talk to them in the first instance. If they say no, but the Foreign and Commonwealth & Development Office (FCDO) still advises against travel to your destination, then you may be able to claim through your travel insurance. It’s important to weigh up your options before deciding to travel.

For more information, visit our page on deciding to cancel your trip.

Claiming if you decide to cancel