Travel disruption advice

On this page, you will find dedicated advice relating to:

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Travel Advice

Winter Travel Advice

Delays and cancellations are a headache at any time, but more so when caused by bad weather. Be careful if you are driving to the airport and miss your flight as policies vary on the cover offered in these scenarios, so the safest course of action is to leave plenty of time to catch your flight. At the same time, consumers should be aware of their rights if they experience travel disruptions due to adverse weather.

Please Note: As the UK’s largest travel insurance provider, AXA offers a number of travel insurance products. These include policies bought on the axa.co.uk website, through bank accounts (for example Lloyds, Halifax and Bank of Scotland) as well as via brokers. If you’re ever unsure what your policy includes or which product you’ve purchased, please refer to your policy documents.

What if I miss my flight due to traffic/breaking down/an accident even though I left with plenty of time?

  • Customers who left with plenty of time will be covered for additional travel and accommodation expenses so they can continue with their trip. If this does happen to you, please keep any relevant documents (i.e. breakdown or traffic reports) to support your claim.
  • Please note that if you choose not to continue travelling after a missed departure, the policy may not cover the full cost of the trip.
  • If you have missed a cruise, the policy will cover you to take new transport (and any accommodation if required) to get to the next port to join the cruise.

What if my outbound or inbound flights are delayed or cancelled?

  • In the first instance, package holidaymakers should contact their tour operator to try and arrange alternative arrangements or refunds.
  • Depending on the level of cover you selected when you purchased the policy, cover may be available for additional costs to continue with your trip or to get you home.
  • If you choose to abandon the trip, cover for any unused travel and accommodation costs may be considered depending on your policy and level of cover.
  • You should contact your tour operator or transport and accommodation provider for a refund of any costs not used.
  • Note: Please make sure you follow any check-in advice given to you by your airline.

What do I do about missed connecting flights and other public transport?

  • In the first instance, package holidaymakers should contact their tour operator to try and arrange alternative arrangements or refunds.
  • Depending on the level of cover you selected when you purchased the policy, cover may be provided for reasonable additional accommodation and travel expenses that are needed if you were unable to arrive for your connecting flight, ferry, etc.
  • Customers who choose not to continue travelling should contact their tour operator or transport and accommodation provider for a refund in the first instance.

I can no longer stay at the accommodation I originally booked due to my flight being cancelled, what do I do?

  • Depending on the level of cover you selected when you purchased the policy, cover may be provided for reasonable additional travel expenses that are needed to get you to your booked accommodation.
  • Customers who choose not to continue travelling should contact their tour operator or transport and accommodation provider for a refund in the first instance.
  • If the tour operator or transport provider will not provide a refund, please provide evidence to our claims team who will manage your claim.

I’ve decided to change the dates of my trip, can I also update my travel insurance policy?

  • If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

FAQs

In order to register a valid travel claim, you must provide us with the following documents:

  1. A copy of your original booking confirmation.
  2. Confirmation from your credit/debit card provider or PayPal that they’ve declined your claim. This can be written confirmation or email.
  3. Confirmation that your attempts to acquire refunds from your tour operator or holiday company for any aspect of the trip (accommodation, flights/transport, car hire, car parking etc.) have been unsuccessful.
  4. Receipts/invoices for any additional accommodation/transfers and expenses for consideration.
  5. The Data Protection Notice which is included in the claims pack sent to you once you have registered a claim. This needs to be signed by anyone over the age of 18 who is claiming.

Your policy may include an excess, please refer to your policy wording for details.

Contact Details

Where to log a claim (24/7) Non-emergency queries
Policies bought direct with AXA axa.co.uk/travel-insurance/claims +44 (0)330 024 1308
AXA Lloyd's Banking Group lloydsbankavatravelinsurance.com +44 (0)345 850 5056
AXA Halifax halifaxurcatravelinsurance.co.uk +44 (0)345 124 1400
AXA Bank of Scotland - +44 (0)345 602 1222
AA Travel Insurance - +44 (0)330 058 2991

If your insurance provider is not listed above, please check your policy documents for relevant contact details.