Help with delayed or cancelled flights

Claims and compensation

If your flight is delayed or cancelled and you incurred additional expenses because of this, you may be able to claim a reimbursement. For certain types of delay or cancellation, you may also be entitled to claim compensation.

When and how you can claim expenses or compensation

Get the latest information on your flight

We'll notify you of any changes to your flight and keep you updated if we have your contact details.

You can help us by:

• Making sure your contact details are up-to-date in your booking so we can reach you.
• Checking the status of your flight and latest travel news before you leave for the airport.

Additional assistance and requests

Disability assistance
If your flight is cancelled, we’ll automatically rearrange any disability and mobility assistance requests.

Ordered meals
If your flight is cancelled, we’ll aim to carry forward any ordered meals (including special meals) to your new flight. If your new flight departs within 24 hours of the cancellation, this may not be possible. If you paid extra for your meal and didn’t receive it, you can apply for a refund.

Seating
We will do our best to retain the seats you selected or find you suitable alternatives. If you paid to reserve your seats and are not happy with the alternative seats provided, you can apply for a refund.

Wi-Fi
If you have paid for Wifi and were unable to use during your flight or require a receipt please submit a request.

If your baggage is delayed or missing

Find out how to report your baggage problem and keep track of progress:

Get help with lost or damaged baggage