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If your flight’s cancelled or delayed – know your rights

It’s been another fantastic week at Strawberry HQ with lots going on for our clients. We’re busy with pre-departure checks and gearing up for a full summer of holidays!

But there has been some drama, we had the Rose family miss their cruise departure due to a cancelled flight! 

With any Strawberry Holidays UK booking you get 24/7 assistance when you’re travelling.

So the family got to calmly get themselves to a new London airport while I organised:

🍓 The cruise ship and re-arranged their embarkation to the next port (Genoa)
New flights to Genoa at no cost
90 minute transfer from Milan to Genoa at no cost
4* hotel stay in Genoa at no cost
Drinks vouchers left as a welcome at reception
New Antigen testing appointment arranged 11 minutes walk from their hotel – (and I got to try speaking Italian!)

Not the smoothest start to their cruise holiday, but what if they didn’t have me in their corner?

Luckily you guys have me too, so here are a few facts I wanted to share with you.

Help for you in case your flight gets cancelled next time you’re travelling. 

You have the legal right to either:

🍓 a full refund – including other flights from the airline that you won’t use in the same booking such as onward or return flights

🍓 a replacement flight to get you to your destination

🍓 if you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.

🍓if you booked a package (not linked package arrangements – watch this), you could get a full refund from your operator.

🍓TOP TIP🍓 Ask for a refund or replacement at the airport if you can. And definitely get as many details about the cancellation from staff members as possible.

If not, you can claim from the airline later.

You also have a legal right to:

🍓 help with costs – if the cancellation delays you 2 or more hours

🍓 compensation – if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks’ notice. Read more about this on Citizens Advice website.

Back to the Rose family, the alternative flight they were offered by Easyjet was 12 hours later and would have meant they missed the departure of their cruise. So we’ll be claiming help with the costs we incurred to get them to the next port. And in theory the Rose family are entitled to claim for their lost night onboard! There’s so much included on the cruise that a hotel isn’t like for like. You can see what’s included in our cruise price guide.


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