Your Flybe queries answered

In response to queries about Flybe going into administration

We recommend that customers who have bookings with Flybe visit the following website for advice: www.flybe.com.

People who have booked a package holiday with Flybe should be covered by ABTA, ATOL or their credit card provider. Customers should contact these organisations in the first instance. Those customers who booked using a debit card should contact the issuing bank to discuss whether a chargeback is possible.

Customers who have booked a flight only with Flybe should check on their booking documents whether their flight is covered by ATOL. If their flight is covered, they should contact ATOL in the first instance or their credit / debit card provider.

If you have booked using your HSBC card, you can raise a dispute.

We’re really sorry but it’s taking longer than usual to process claims at the moment due to coronavirus.

Providing the right details will help us take care of your request. We need information such as your date of travel, booking reference, number of passengers (adults/children), departure and destination details and date of booking.

For example:

Outbound 01/04/20 - London Heathrow to Malaga - 2 adults - reference number
Inbound 15/04/20 - Malaga to London Heathrow - 2 adults - reference number

Under the terms and conditions of this travel insurance we will cover cancellation or coming home early due to insolvency of a tour operator, travel agent, airline or other service provider.

Currently, there is no cover under the terms and conditions for additional travel and accommodation costs if, at the end of their trip, customers cannot use their scheduled return flight home and are forced to stay abroad. However, in order to assist our customers at this difficult time, if they have taken the steps above and have not been able to recover their losses elsewhere, they should call our claims team who will consider their claim.

Customers can contact us on the claims number in their policy booklet. They can also find full details of their cover including any limits that apply.

Once your claim has been submitted it can take up to 28 days to process.

Q&A

If customers have taken the steps above and have not been able to recover their losses elsewhere then under the terms and conditions of this travel insurance, we will cover cancellation or coming home early due to insolvency of a tour operator, travel agent, airline or other service provider.

ATOL may cover some flight only bookings, so customers should check their booking documents. If no cover is in place, customers should then contact their credit / debit card company. If the customer is unable to recover costs through either of these routes, they should call our claims team who will consider their claim.

Flights booked through Flybe may be covered by ATOL and credit / debit card providers. For further queries regarding accommodation booked separately, customers should contact the accommodation provider to see whether a refund is possible. If not, they can call our claims team who will assist further.

Protection against a package holiday booked through Flybe. If people have booked a flight only with Flybe, this may be covered by ATOL, but customers would need to check their booking documentation. If customers are not covered by ABTA / ATOL, they should contact their credit / debit card provider in the first instance.

Customers can contact our claims team on the number in their policy booklet.

Customers are also advised to visit the Civil Aviation Authority website for further updates: www.caa.co.uk.

If you have a holiday booked within the UK which includes two consecutive nights pre-booked accommodation and you have taken the steps above and have not been able to recover your losses, then under the terms and conditions of your travel insurance you will be covered. Please contact our claims team who will try to assist further.

Currently, under the terms and conditions of your travel insurance, there is no compensation payable or cover for additional travel and accommodation costs. However, in order to assist our customers at this difficult time, if they have taken the steps above and have not been able to recover their losses elsewhere, they should call our claims team who will consider their claim.
For customers who are delayed abroad, their travel policy would extend automatically for 14 days.
Customers can contact our claims team on the number in their policy booklet.

Your Flybe queries answered

In response to queries about Flybe going into administration

Q&A

Do you provide cover under your travel insurance policy?

What do customers do if they have booked a flight only with Flybe?

What do customers do if they have booked a flight with Flybe but their accommodation has been booked through another company?

Why is the process different for package holidays / flights only?

Are customers who are currently overseas (i.e. at the point of collapse) covered?

I have a holiday booked within the UK and I’m using Flybe to travel. Am I covered?

I’ve been delayed leaving the UK / returning to the UK as a result of trying to find a new flight. Is there any compensation available for accommodation / expenses?

Customer support