Travel disruption advice

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

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Remember, you can still make changes to your policy online! You can do that by visiting our existing customer page.

Flybmi ceasing trading travel advice

On 16th February 2019, Flybmi confirmed that they have ceased all operations.

Because of this, all future holidays and flights provided by this company have been cancelled from 16th February and are no longer operating.

If you are stranded abroad

Flybmi are not part of the Civil Aviation Authority's ATOL Protection scheme, therefore you will need to arrange an alternative flight home yourself.

If you are due to travel

If you are booked on a Flybmi flight, please do not go to your UK airport, as your flight will not be operating.

  1. In the first instance you should attempt to recover costs for your lost flights with the credit or debit card provider used to purchase the flights. They may be able to reimburse you for the flights due to the financial protection they offer.
  1. If you are not travelling and have unused accommodation and airport parking costs, claims can be considered under the Travel Disruption section of your policy.

Please note that AXA underwrites numerous travel insurance policies across the UK, including Lloyd’s Banking Group, Halifax, Bank of Scotland and policies bought directly with AXA to name a few. Some of our policies include Travel Disruption Cover or Scheduled Airline Failure as standard or as an optional cover, but we advise customers to check their documents in the first instance.


Q - I am abroad and need assistance, what should I do?

A - If you have booked via a Tour Operator please contact them for further information, however you may have to arrange an alternative flight home yourself.

Q - I have tried to obtain a refund from my Credit/Debit Card provider or PayPal and they’ve declined my claim. What do I do next?

A - If you paid for your holiday using a credit/debit card or PayPal then you are required to request a refund through these providers in the first instance. Should this be unsuccessful please contact our claims team who will be able to consider whether your claim is covered. Please make sure that you obtain confirmation that you were unsuccessful with your credit/debit card provider or PayPal.

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 +44 (0)330 024 1308
AXA Lloyd's Banking Group +44 (0)345 850 5056
AXA Halifax +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.

Advice for car insurance customers

Customers are still covered while driving in snow, even if there is a red weather warning. However, we urge our customers to not travel unnecessarily in affected areas, take all reasonable precautions, and follow police advice including observing speed restrictions and road closures.

If travelling during adverse weather is unavoidable, keep in mind that you are likely to face disruption and could be stranded, so make sure you are properly prepared. Check your tyres, make sure your mobile is charged, tell someone where you’re going, and make sure you have a winter kit including warm clothing, food and drink, so if you are stranded you will be in the best position to endure the severe weather until help comes.

If you have breakdown cover bear in mind that this may not cover you if your car is partly or completely buried in snow, so always check before heading off.

See our following guides for more information on how to stay safe on the road – and at home: