If you have trouble getting from A to B

A guide to what to do if something goes wrong with your transport during your trip.

What to do

• Where your transport or tour is delayed, rescheduled or cancelled or where you miss your flight or other transport or tour, contact the airline or other operator as soon as possible for information on alternative arrangements available and any compensation they offer and/or pay to you.

• Get a report of the event in writing, including a report from the police or another independent authority, to verify what’s happened.

• Where you have no other alternative but to rearrange your plans, you must do so without delay, and make sure you minimise your costs. Where you can’t rearrange some or all of your travel plans, you must cancel them as soon as possible, otherwise we may not cover any additional costs that arise as a result of any delay.

Minimum documentation required to support your claim

3.1 – You miss your flight, other scheduled transport or tour (and it’s really not your fault)

Collect the following:

1. Get in writing

• To support your claim, you must submit proof of the event that causes you to miss your flight, other transport or tour. You must get a written report from the police or another independent authority to verify what’s happened. This includes providing a written report from your transport provider verifying the reason for their delay.

2. Provide the following documents:

• Written confirmation of what happened from the airline, other carrier or tour operator; and

• Details of any alternative arrangements or compensation offered by the airline, other carrier or tour operator (also in writing); and

• any other reports relevant to the circumstances, such as an ambulance report or a police report (if either were involved); and

• receipts for expenses incurred (i.e. extra meals, accommodation, etc)

3.2 – Your flight, other scheduled transport or tour is delayed – and IT’S NOT the operator’s fault; or
3.3 – Your flight, other scheduled transport or tour is delayed – and IT IS the operator’s fault

• Written confirmation of what happened from the airline, other carrier or tour operator; and

• Details of any alternative arrangements or compensation offered by the airline, other carrier or tour operator (also in writing); and

• any other reports relevant to the circumstances, such as an ambulance report or a police report (if either were involved); and

• Receipts for expenses incurred (i.e. extra meals, accommodation, etc).